Customer Service Essay -- Business Management Studies

client ServiceMany transmission line organisations have incompatible definitions of customer religious suffice. For example, according to the Chartered Institute ofMarketing, Customer Service is what your business delivers to achievecustomer satisfaction. Another example is, according to the ACAGroup, Customer service is the ability of an organisation toconstantly and consistently give the customer what they want andneed. entirely business organisations need to make certain that their customersare convenient with the service they receive because customers are themost important part of any successful organisations. Businesses suchas, Barclays aim to exceed customer expectation in inn to ensurethat customers enjoy themselves, leave having enjoyed themselves andreturn in the coming future.Good customer service makes customers satisfied by fulfilling theirneeds first. Good customer service requires all supply to placethemselves in the position of their customers. All staff should b eaware of how they would like to be treated if, they were a customer,and deal their customers, for that reason. All business organisationsshould complete the A.R.T. of great service, to carry out a goodcustomer serviceApproachable- An organisation must create an open and friendly milieu that will influence customers to come in with self-assurance so that, their matter can be dealt with.R esponsive- All staff should take responsibility of their action.Customer service should be flexible and provide precise and honestinformation, at all times.Timely- All customer services provide their services accurately andexpeditiously to new and existing customers, at all times.The following are the main activities of customer service Providing information Giving advice Providing assistance Providing credit facilities After-sales serviceProviding developmentThe type of information will depend on the product or service. Hereare some examples, is the wool jumper flammable how much is thatlaptop whe n can you deliver the double-sized bed, what after-salesfacilities do you provide? Getting the correct answers to thesequestions depends on the product and service knowledge of the salesstaff, i.e. how well they have been trained.Giving AdviceAdvice is to a greater extent accurate than information because, it involves moredetail, greater specialist knowledge and modified to t... ... For example, to be faithful to the customers3. Lost customers-For example, to encourage dissatisfied customers to complain4. Employees- For example, to give staff training, to deal with indispositions and problems quicklyWhen receiving a complaint from an unhappy customer, the business mustcarry out the following Listen to the customers story pack for invoice/receipt to show date of purchase If customers is angry, report to a manager Examine the productWhen dealing a complaint from an unhappy customer, the business mustcarry out the following Advise customers of their views such as, legal requirem ents Make an offers to customer such as, refunds or replacements Give a receipt for products compile on credit note any expiry dateMany businesses record customer complaints so that, they can reviewthe matter, and to improve its customer service. exposit of eachcomplaint can be recorded in several ways. For example, IKEA recordsall telephone complaints and directs them to the call centre atStockport. Details of each complaint can be recorded onto thecomputer. Also, details of each complaint can also be recorded ontothe Customer Complaint Form.