Revision Customer Service


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Revision Customer Service

  1. 1. Revision Customer Service Higher Admin By Cheryl
  2. 2. <ul><li>Businesses strive to keep their customers happy through different customer-service strategies. Businesses have to care for external customers and also internal customers (or employees). Good customer service is about satisfying the needs of individuals and retaining loyalty to the organisation. </li></ul><ul><li>Most organisations will have a Mission Statement which outlines its main aims and focus. It will usually include a general statement regarding quality and standards. </li></ul>
  3. 3. Customer-service policies <ul><li>Customer-service statement or promise </li></ul><ul><li>Service standards </li></ul><ul><li>Loyalty schemes </li></ul><ul><li>Complaints procedure </li></ul><ul><li>Market research </li></ul>
  4. 4. Customer-service statement or promise <ul><li>These are directed at customers and may detail what they should expect in terms of how the organisation will deal with them, deadlines and quality of service. Some organisations have even gone so far as to promise penalty payments if they do not meet their promised deadline for solving a problem. For example, gas and electricity companies may promise to pay £x for every day they are late in reconnecting a service. </li></ul>
  5. 5. Service standards <ul><li>These are staff guidelines for dealing with external customers and will contain details such as how many times a telephone may ring before it must be answered, the greeting that is to be given, length of time in which a customer should be dealt with, etc. </li></ul>
  6. 6. Loyalty schemes <ul><li>These were introduced by organisations to ‘reward’ customers for loyalty to the company’s service or product. One of the early examples of these was Co-op stamps – customers received stamps with purchases which could be collected and cashed in for money or goods. Loyalty cards, frequent travel air miles, and discounted petrol are common loyalty rewards. All these rewards are aimed at retaining customers by showing that the organisations value and care for them. </li></ul>
  7. 7. Complaints procedure <ul><li>These are formal procedures both for customers when making a complaint and for the organisation when dealing with a complaint. Many customers will be happy to remain with the organisation following a complaint – if their complaint is dealt with in the right way: </li></ul><ul><li>Customer complaints procedures: These clarify the means by which a complaint should be made, to whom, the length of time to expect a complaint to be acknowledged and then dealt with, and any other information such as address of the relevant Ombudsman. </li></ul><ul><li>Organisational procedures: These provide for staff the detailed stages a complaint will go through, and at each stage the member of staff who will deal with the complaint, by when, and what outcome there should be. Underpinning this will often be guidelines as to how to deal with complaints or even checklists staff will operate by. </li></ul>
  8. 8. Market research <ul><li>Is used to gain information relating to the marketplace. Market research not only analyses such things as the product, its price and the competition but will also include customer attitudes towards the service they receive. Organisations listen to their customers and place value on their views. In order to hear these views, they will use: </li></ul><ul><li>Customer focus groups – face-to-face meetings with small groups of customers. These provide the organisation with feedback on their goods/services or opinions regarding proposed new products and services. In addition, the customers feel they are being listened to and taken account of, which will encourage brand loyalty. </li></ul><ul><li>Customer satisfaction surveys – these are also used for feedback on a wide range of areas including staff attitudes and service, product and service, quality improvement etc. </li></ul>
  9. 10. The End