Why it is important for an organisation to have a customer service standard or p
ID: 459203 • Letter: W
Question
Why it is important for an organisation to have a customer service standard or policy? How does it affect their customers' experience? Why is it necessary to continually monitor and improve upon customer service standards within an organisation? What are the advantages.of providing employees with Customer Service Training? Also discuss the customer service skills that the employees should be trained in? What can organisation do to promote effective teamwork and thus improve customer service? How and why does an organisation gather feedback from its customers? Why is it important to follow up all customer complaints? Outline the process of dealing with customer complaints. Identify 5 strategies that can be used to communicate with fellow staff members who need to improve the level of timely customer service when dealing with customers. What strategies could you implement to identify customers needs? Identify 6 different customer needs.Explanation / Answer
Note : Here total 8 questions have been asked .Its difficult to answer to all 8 question in 2 hours .So as per chegg policy I am answering first five questions.
1
Answer Every organization must have Standard policy for customer service that guides to employee about how to give service to the same type of service to all customer so that they will satisfied or delighted. Because of Service policy a standards is developed in service.
Its beneficial for customer from following point of view
a) Get a best & standard service
b) Because of standard policy customer come to know the service policy
c) Customer Loyalty increases
d) Customers satisfied
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2
Answer Yes it is necessary to monitor the customer service continuously .Customer trend , patterns , preferences etc are changing periodically. For that service policy needs to be measure , monitor , change & corrective action is necessary.
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3
Answer
Advantage
1 ) To know about the Customer trends , patterns , preferences etc
2) To give best service
3) Helps to generate the more sales & Revenues
4) Employee will be confident & familiar while giving the services to customer.
Required customer service skills
a) Customer interaction skill
b) Way of handling customer
c) Patience of sales executive
d) Questioning & Answering to customer responses
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4
Answer : Following are the points used to promote the team work .
a) Develop a strong team
b) Strong communication is expected among the team members
c) Make available all the tools & techniques for decision making to team members.
d) Training to team members for good performance
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5
Answer
Following are the ways through which feedback is generated .
a) Through Written way
b) Through computer or system
c) Through mouth
d) Through postal
e) Through Email or online
etc Customer feedback are very important , through which organizations comes to know wheaten they are giving best service or as per the standards set by organization.
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