...Customer Care Outcome 1 Task 1 Customer care Customer care is about meeting the customer’s needs, good levels of communications between staff and customers will also be of benefit. Staff should be showing that they are willing to listen and understand the customer also not rushing them as it may take the customer longer to explain what they require. It is also about how customers are treated for example customers should not be left waiting at the desk as this may give them a poor idea about the Visitor Centre. Good customer care is important to the business as this will give Strathboggle Visitor Centre a good reputation via word of mouth and recommendations from previous visitors. By showing good customer care it means visitors will want to come back showing customer loyalty and remember the centre as being an enjoyable place to visit. It will also help with the growth of the business and will avoid any bad feeling between external and internal customers. The Visitor Centre would also see increased profits as people will be happy to pay for the service and will feel they are receiving value for money. Good customer care would benefit staff also as they will be happy in their work and if staff are happy then there will be a decreased level of staff sickness and staff turnover. As well as this if the staff are happy in the workplace it will boost their morale and increase their productivity. Staff may also be happy to go on and build on their skills they already...
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...4DEP Activity 2 How an HR Practitioner ensures the services they provide are timely and effective. Understanding Customer Needs for 3 different customers of HR Employees – Require information on employment contracts Managers – Require staff who can fulfill their job role efficiently and meet performance targets. Applicants – Require a clear induction policy and training plan taking their individual needs into account. Prioritising Conflicting Needs The needs of customers may sometimes be conflicting (for example, managers want production results and longer working hours whereas employees want more time off and focus on work/life balance). HR would ascertain which demands were the most urgent and important, taking into account the ease and speed of dealing with each issue whilst maintaining focus on the overall needs of the organisation. It is important to keep all customers informed of what HR can provide in the way of services and set realistic expectations. HR needs to be flexible, easy to contact and able to respond swiftly and effectively. However on occasions where the customer’s need cannot be dealt with promptly, a full explanation must be given along with estimated timescales for resolution. Effective Service Delivery Delivering Service On Time By prioritising needs, HR can ensure that issues are handled according to urgency. For example, taking into account the effect of each request on the business and considering: * Maintaining...
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...COMMUNICATION ANALYSIS ON CUSTOMER COMPLAINS Submitted to: Sir Johnny Perlas By: Stephanie Luber Christina Leong January 19, 2012 There isn’t a fast food restaurant or retail store that hasn’t come across an angry customer. It can become very stressful working with an unhappy customer. The resentment of the customer prevents us from resolving the initial problem. This is a serious issue for businesses that want healthy relationships with their customers. Although you may resent it, customer complaints are healthy for the growth and survival of the business and it's possible to handle them in a productive way. Handling complaints is never an easy or enjoyable challenge. That said, if management can promote a pro-active approach to dealing with dissatisfied customers then there is every chance such negative situations can be turned into satisfying and memorable encounters for the customer. That’s the same customer that will tell all of their friends about you if you don’t handle their complaint appropriately. A complaining customer is your most important customer, they may be complaining because service levels are deteriorating, because the product no longer performs to their expectations, or even because they have heard that one of your competitors are doing things better than you. So, what happens when a complaint is not handled well, or even worse, the customer doesn’t even bother complaining in the first place? Customers go elsewhere: Even the best...
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...How is good customer service achieved? Good customer service is achieved by the way you approach customer, the way you ask question and Listen because usually what often happens is that a customer comes in the store and will be simply looking around for something they need or they could not be looking for anything in particular however it is always civil to approach the customer and ask them if they need any assistance. However the slip-up that many staff members tend to make is not giving customers the space or the time before they make this tactic. Select one organisation such as leisure or hotel etc… and then identify how each organisation can provide consistent customer service? In a hotel customers expect good quality service, examples of good customer services are: * Smiling * Being friendly towards customers * Being respect towards customers * Listing t customers * Being honest * Going extra distance Because the moment a customer goes into a hotel they will approach a staff member, this staff member has to be very welcoming, approachable, easy to talk and polite. The staff member will then have to ask the customer a few questions in a friendly tone of voice without sounding too demanding. For example, the type of room the customer would like to stay in and etc. when doing this the staff member will have to show respect to customers at all times and the staff member will have to provide the customer consistent customer service, by doing all of...
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...capable of. Education: King Edwards VII 2007-2011 * Maths –D * English –C * Science-D * History-A * French-D Training Source Sheffield Dec –Mar 2012 In this training in learnt the following skills * Communication skills * Customer dealing fact to face * Phone communication * Money Handling Apprenticeship Mar-July 2012 Firth Park Library I did a apprenticeship and learned the following skills * Cash Handling * Answering and receiving Phone calls * Opening and closing * Dealing with complaints * Customer dealing face to face * Working as a team * Working towards deadlines * House keeping Shabana Indian takeaway June 201-august 2011 A family business and learned the following * Answering and receiving phone calls * Taking orders * Team work * Cash handling * Opening and closing Freemans call center This role was to contact existing custormers in there home to offer PPI and i learned the following skills * Polite phone manner * working as a team * good communication skills on the phone * working towards targets * time control * Dealing with angry customers * Housekeeping duties * Self motivated * Reliable voice marketing...
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...Esther Ching is three months into her role as manager of the complaints section of a call centre, located in India. The call centre is owned and run by M-Tel, a Malaysian telco company. Her section handles all billing complaints and service difficulties. The main products are landlines, mobile telephones and internet access. She is required to present a report about the performance of her section, as part of the regular performance review. In the original job description her role was to “control the total costs of the complaints section while maintaining an excellent level of service to our customers likely to ensure long term return business.” The main cost is the hourly labour costs of the over 300 consultants employed in her sections. The consultants range in experience from a few months to three years. To a very large extent, consultants can be rostered on and off to match the busiest periods of incoming calls, in three hour blocks. There are roughly equally numbers of males and females, though nearly all consultants are between 20 and 40 years of age. Esther wants to obtain a snapshot of how customers react to their experience with the complaints centre as well as the efficiency of the consultants in dealing with complaints. Problem Background The complaints section of the call centre has been operation since late 2006. Prior to that date, this function was outsourced and the call centre only handled sales. Customers are often confused about the details of their M-Tel bills...
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...Customer Complaint has a good value to Company I absolutely agree with the customer's complaint is the seat of Baoshan remark. Because the customer's expectations for the company's products, so after the purchase when there are errors found naturally upset, so ask the company, so the company should be careful to understand customers are not satisfied with the place, and make improvements. Customer complaints for many reasons, there may be a lack of local products, by handling customer complaints, you can make yourself a better understanding of the manufacturing process and product features the company's products. For example, I was the Secretary for the sales of instant noodles, soup packets may be left behind in the production process, customers will naturally not happy after opening the product, so you can reflect on the vulnerability of production to the person in charge of production, strengthening quality management. Another error is that the package instructions or instructions for use and the actual different, because a lot of customers when the company will follow the steps set out to do. If the effect can not be made as scheduled, the customer naturally unhappy after opening the product, they can take packing instructions or use the opportunity to learn whether there are deficiencies. If the effect can be made as scheduled, it can be personally taught the proper use of the customer; Ruoguo failure to make timely results, requires the company responsible immediately...
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...Assessment Task 1 <Written Complaint with reply> * Customer complaint (name : Hong, 23 / 07 / 2013) Dear. Customer service manager I am writing to complain about my address information. About 1 month ago, I required to change my address to other one. But it wasn’t done. So I couldn’t get some letters from bank. And I needed to pick them up myself. It was very bothering on me. Can you explain why it wasn’t changed? And change my address to 35 railway TCE Lewisham please! I don’t want to waste of my time again. I anticipate your swift response. Hong * Commonwealth Bank response (manager, 24 / 07 / 2013) Dear. Hong Thank you for taking time to contact Commonwealth Bank. I confirmed your problem. It happened because of a computer error. It was obviously our fault by the person in charge who didn’t recheck the data. We apologize for the error and regret any inconvenience it may have caused. I made assurance doubly sure to change your address. Once again, please accept my apologies for not providing you with the service you expected on this occasion. If I can be of any further assistance, please do not hesitate to contact me at 9455-7789. Thank you for giving us the opportunity to assist you. Yours sincerely, John Krey. <Verbal Complaint written script> A : Hello, how can I help you? B : I would like to make a complaint. A : What’s the problem? B : One month ago, I required to change my address...
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...Shazad Mirza (GLOBIS JAPAN) Complaints are a Goldmine! -> Yes, They are. Complaints always play a very positive role in polishing corporation products and services. It may be a hard task to patiently gather this information as a tone of complaint. Whether you really want to or not – A corporation has to deal with customer complaints if it wants to keep running smoothly. We should look at complaints not just as complains about products & services but as a Feedback. This old saying should be modified as. Complaints are a Goldmine --> Feedbacks are a Goldmine When, we get feedback from our client how do we feel? Of course we appreciate and show our gratitude toward the clients who spare his/her precious time and help us to improve our products & services. Companies are spending huge amount of money to fulfill the demand of customers and market, and to keep them happy. If corporations want to gather a survey report about there products & services in the market, it needs a lot of resources to collect nation-wide data on the other hand feedbacks from the customers are free. Listening to customer experiences and providing them right services, you are making them your loyal customers and they will spread the news about your services without costing you anything. Corporations should make a reward policy for employees who gather most valuable feedback from customers and also reward the customer and by executing these feedbacks timely, you get the best form of free...
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...Employee Observation…………………………………….…… 13 Appendix B: Detailed Lesson Plan…………………………………………………….… 14 1. Company Description AOL one of the nation’s largest internet providers has been known to have problems like many major corporations in its day. However, one of the problems that AOL is facing is their lack of attention and care in the department of customer relations. A few years ago, AOL was subjected to litigation against 7,000 known customers in the state of Florida alone, who reported misconduct by the company’s customer service representatives. 2. Training Needs Assessment Organizational Analysis Based upon the evidence presented concerning AOL’s litigation procedures for poor customer relations, my organizational analysis for AOL would be that training within the area of customer relations definitely supports the company’s strategic direction. If the employees are not trained properly, then issues that AOL is faced with such as multiple litigation procedures will prevent the company from moving forward successfully. I also believe that managers should assist and support the overall training activities in regards to customer service. It’s important that everyone, is...
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...ABUSIVE CUSTOMERS CAUSE EMOTIONS TO RUN HIGH ABUSIVE CUSTOMERS CAUSE EMOTIONS TO RUN HIGH ! CASE INCIDENT 2 OF CHAPTER 8 Slide 3: Q) From an emotional labour perspective, how does dealing with an abusive customer lead to stress and burnout? Dealing with day to day complaints is really a hard-hitting job, for a short period of time a person can preserve the patience but later it may lead to exhaustion. As the examples are already given in the case about few customer service representatives who had the effect of their stressful job in their personal lives. Some customers think that the representatives at customer service centre are not human beings and they start to abuse them very badly as if its their fault. The representatives also have emotions and they also do feel, dealing with complaints daily also hits the mind of the representatives and that may lead to exhaustion and a lot of anxiety. That results in anger at home, being rude towards everyone, becoming annoyed on small issues, leads one towards job dissatisfaction, makes one more sensitive and makes one always tensed and lead towards many diseases. Q) If you were a recruiter for a customer service call center, what personally types would you prefer to hire and why ? In other words, what individual differences are likely to affect whether an employee can handle customer abuse on a day to day basis? : ------------------------------------------------- Q) If you were a recruiter for a customer service call center...
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...4DEP Level 3 – Kristen Landau A50445 CIPD Membership 45017870 Activity 1 Write a report in which you: Briefly summarise the HRPM (i.e. the 2 core professional areas, the remaining professional areas, the bands and the behaviours) The CIPD HR Profession Map sets out the activities, knowledge, behaviours and standards required for HR professionals to be successful in the workplace. The profession map can be used for personal and professional development. The map is set out in to three different sections which include ten professional areas, which are divided into four bands of professional competence and also includes 8 different behaviour styles. The 10 Professional areas: 1) Insights, strategy and solutions 2) Leading HR 3) Organisation Design 4) Organisation Development 5) Resourcing and Talent planning 6) Learning and Development 7) Performance and Reward 8) Employee Engagement 9) Employee Relations 10) Service Delivery & Information This describes what you need to do (the activities) and what you need to know for each area of HR profession at four bands of professional competence, as well as outlining the behaviours that you need to display when carrying out the activities. Two of these are considered the core professional areas Leading HR and Insights Strategy and Solutions. Leading HR acts as a role model leader which maximises the contribution that HR makes throughout the organisation. Insights Strategy...
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...which evaluates the customer care strategy of an organisation of my choice. I have chosen British Telecom better known as BT, the world’s oldest communications company. I have chosen this as my organisation because they are such a high profile company in the communications industry with a lot more experience than their competitors and there for, potential customers naturally expect a high standard of products and services from a provider like this. This choice of organisation was also based on the fact that I used to work for BT. Although I was trained to believe that BT offered high quality products and services at a reasonable price and most of all a high standard of customer service compared to its competitors, these first impressions were soon forgotten after dealing with customers directly as many were not happy with the providers customer service and most of all communication skills ironically. BT has a mission statement supporting the high quality service they claim to provide to their customers and that is "connecting your world, completely". The meaning behind this statement according to bt.com is “Our mission revolves around a total dedication to the quality of service and experience our customers receive from us: BT Retail is a customer-centric distribution business that will grow shareholder value and deliver an excellent, continuously improving, customer experience. We will provide differentiated solutions and a tailored service to our customers, build new routes...
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...On the other hand, fulfilling the customer’s expectation may be based on their complaints, customer complaints can be an opportunities for school to improve their quality. Effectively dealing with these complaints cannot only appease the unhappy customer but also build loyalty in the eye of happy customers and make them fearless to share their feelings. However, in fact, there are a lot of unhappy students don't dare give their complaints for the program, partly because they think the complaints will not be met, the other part is because they feel shy to share the view with the teacher or the admin staff. I found that an existing regularly complaints is the ITP program does not have many extracurricular activities associated with local program at the Banking Academy; this creates a lack of dynamism as well as lack of soft skills for ITP students. On the other hand, a study noted that ‘employers prefer soft skills rather than technical knowledge in graduates they are recruiting’ (bbc.com, 2014) . In detail, according to a member of International Connection Club (ICC), there are only about 10 students in a total of 160 ITP students of the course F06 (about 6.25%) who participated in the ICC, a club whose mission is to connect ITP student with other faculties in the school through extracurricular activities. The reasons why students do not participate in the clubs are that they do not get much encouragement from the school and have to spend too much time for the assignments. Thereby...
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...relating to customer care/ focus and aftercare. To understand what excellent customer care and the impact of both positive and negative experiences can have on a customer, we must firstly understand what a customer is and secondly what Customer Care is. A customer can either be an individual or a business, on a daily basis we interact with customers both internally and externally. Each customer will have a unique set of requirements and needs. For external customers this could be to have bank accounts to save money in, ability to pay bills (Direct debits etc), buy/sell shares, create pension plans or use credit facilities. All these products are something that C.C.C can offer. Internal customers are colleagues and departments within the organisation and have a variety of internal needs dependant on their role within the organisation. What is customer care? Good customer care requires an organisation to recognise who the customer is and what their requirements are, having the ability to deal with customers effectively regardless. In a competitive environment where the product is readily available it could be argued that an organisation is dependent on their customer care strategy setting themselves from the competition. Customer care does not just lie with these external customers the effective working relationships between departments also can be classed as customer care. The Managing Director’s first question was: “I’ve been told that good customer care is really...
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