'Customer service contributes to customer satisfaction Essay\r'

' entering:\r\nIn this Assignment I exigency to signalise how consistent and reli fitted client divine portion contri preciselyes to client satisfaction, explain why presentation, inter personal and communication clevernesss argon meaning(a) to node service. And I result to a fault anticipate and brook the call forfully of at to the lowest degree three different clients in a shed of situations.\r\nTask 1\r\nIn this task I should describe how consistent and reliable customer service contributes to customer satisfaction.\r\nThe national consumer council believes that smart business concernes should ensure that the very(prenominal) member of cater deals with an individual customer from the first-class honours degree to the end what way if you welcome a customer you should turn out to deal with the customer and suspensor the customer till the customer wants to go or body politic non need your help anymore or till he buy approximately liaison. Whilst this is th e ideal, it isn’t incessantly possible. Therefore, close to organisations provide special training to staff to ensure that each soul has the same attempt with external customer. This is promising to focus on the chase aspects of the telephone line.\r\n* Scope of job role †You should removede what you preserve do and what you force out non do as part of your job and the type of issues you essential equal to a supervisor. This should not stop you exploitation your gap to resolve a straightforward problem quickly, for causa if you welcome nothing to do you should use your give initiative to look for something to do till a customer comes or if a customer has a problem by not finding what he wants to buy you bottom ask them if they need your help and if you jackpot help them you should help by explaining where they can get it from and you should take c atomic number 18 that you do not overstep the limits of your job role by crop arrangement or promises t hat is outside your authority.\r\n* Type and prime(prenominal) of product or service †That centre you should know the range of goods or services that argon available, if you ar selling consumable items, such as chocolates. Anyone who sells enormous-ticket(prenominal) items or complex services should similarly be able to give good advice on the lift out buys or most reliable suppliers, based on their own knowledge, feed back end from new(prenominal) costumers and press reports.\r\n* Accessibility/ handiness †There is nothing more irritating for customers that to want something and soce find they are not available. This can relate to a product they view as happen uponn publicize but which has now sold out for practice if you have an appointment with mortal who cannot see you for some judgment of conviction or a room in a hotel which is fully booked. In this situation your job is to sympathise with the customer’s disappointment; try to help them if you can and pass on the info to your employer. This is important. If you have received many enquiries for the same thing in a day and disappointed most stack, the stock levels for this product should be reviewed.\r\n* Staff status and behaviour †The importance of all staff having a consistently positive carriage and behaving courteously and professionally to customers cannot be underestimated. This means if your staffs have good attitude and behaviour the customers pass on feel comfortable and shift to talk to the staff and it also makes customers feel value and respected.\r\n* Timing †Approaching people at the abuse time, or if they are stressed, upset or alert can get a bad response. If you do this by accident, simply apologise and maintain you forget contact them later. Being aware of your timing also means not keeping people postponement unduly; arranging appointments, phone calls and deliveries at your customers convenience, not yours; and never failing to cal l people back exactly as you promised. By this way you appear reliable to the customers.\r\n* Meeting specific customer needs †The skills of meeting customer needs involves identifying these by lecture to the customer, and then matching them to the range of goods and services that you can offer. Most customers are pleased with this aspect of customer service because it gives them a wizard of importance.\r\nTask 2\r\nIn this task I should explain why presentation, interpersonal and communication skills are important to customer service.\r\nPresentation skills †These skills relate to me as a person. What do an some other(prenominal) people see as I approach? Do I attract them or alarm them? This has nothing to do with good looks but everything to do with a welcoming smile, appropriate clothe and a smart appearance. Presentation skills include:\r\n* embody speech communication; be language is one of the presentations skills. Body language is a term of communication u sing body groundss. One of the basic body language signal is when a person is crossing his weapons system across the chest this can mean that the person is pointting up a barrier amongst himself and others but it can also mean that a the person is expressing opposition this is specially so, if the person is atilt away from the articulateer. moreover crossing his arms across the chest can also mean that the person is deeply thinking about something. You can depute someone that you are interested in what he is telling you if you keep eye contact.\r\n* Another presentations skill is also the dress code which means if you thrash in an office you have to raid a dress or if you are working someplace else where they have their own uniform you must wear their uniform and it has to be clean. Many people get out consider it impolite if your dress is alike far above the dress code. Too far means if you are working for typeface in ASDA and you are wearing a coat to work, many cu stomers will not know that you are one of the staffs. But if you are working in an environment where they fag out’t have to wear any uniform, then you must have a good sense to dress properly.\r\n* seventh cranial nerve cheek is also a presentation skill; facial expression is a result from one or more motions of the muscles of the face. This movement convey the emotional state of the individual to observers. Facial expressions are a form of nonverbal communication. Expressions are closely tied to emotion. It can be most impossible to avoid expressions for certain emotions because if you see someone that you think he or she is highly subfusc you might show a brief expression of disgust before you will be able to reassume a neutral expression and if you don’t have this skill it may be embarrassing for you to work in an environment with different customers or other staff members.\r\nInterpersonal skills are how people relate to one another, in other address it mean s how you behave when you are dealing with other people. Having positive interpersonal skills increase the productivity in a business. Interpersonal skills include:\r\n* First conceit; your interpersonal skills are on show from the event you greet a customer to the time you say goodbye and if your first impression to a customer is good the customer might come again.\r\n* demeanour †This is what you do and why you do it in other words it is the actions or reactions from you, for example if you are a positive person, you will normally behave in a cheerful and fond way to other peoples.\r\n* Attitude †Your attitude is the way you think. For example if you are depressed you will be negative, if you are feed up then you will be blase and if you are happy you will be friendly to other people.\r\nCommunication skills †communication is a shape whereby information is imparted by a enthraler to a receiver in other words you need to speak to you customer as well and how you do this is important. If you are communicating with a customer you must look after your\r\n* Your speech †this means that you should speak loud and clear because if you are speaking too quietly or miss the endings of words, then the customer might have problems to understand you.\r\n* Your language †this means that you should use appropriate language for your customer because it is not appropriate to use slangs and jargons since the customer will not understand what you are talking about.\r\n* The pitch of your component †this means that you should take care of how you sound. For example if you have to talk to a group of people you should shift your head and speak more loudly and clearly but without shouting. And you should know how to pitch your voice to tie down the interests of your customer because if you sound mono specter the customer will soon lose the interest.\r\nTask 3\r\nIn this task I should anticipate and meet the needs of at least three different customers in a range of situations.\r\n* Accessibility for disable peoples for example those with wheelchairs. The business makes their stores accessible for wheelchair user by having big signs that are clear and easy to read, a wild leek as an alternative to steps, the doors should also be all-encompassing and easy to open and the widths are allowing wheelchairs and the height of incompatible areas and shelves also allows wheelchairs. The business should also have toilets that meet the needs of wheelchair users. And the staff should also take time to help peoples in wheelchairs if they need help.\r\n* Health and rubber eraser †The business makes their store healthy and safe by making sure that all selling environments are assassed for risk so that any hazards are minimised, it means, the business must keep the workplace clean, they must make sure that their floors, steps, stairs, passages and gangways are properly maintained and it is unbroken from any obstruction and an y substance likely to cause a person to slip and fall. If you, as a staff member, see something that can scratch the health and safety in the business then you should do something about it before something happened, for example if you see something on the floor that can make someone fall then you should take the thing away from the floor or if the floor is besotted you should put a sign there that the floor is wet so that no one can fall.\r\n* electronic mail †The business makes sure that they have a electronic mail account so that they can send telecommunicates to customers and others. If you send a netmail you should make sure that you chose the by rights message style and layout and that you follow the recommended business format. And the email should also be written in a courteous and tactful way and also the express should be appropriate for the situation. But it will be useful if for example you want to send an email to a customer you should mark the email as high priority if it will be important for the customer. And for you as a staff member you should have the skills to send an email which means that you should be a able to apply the appropriate customer service an to make sure that you chose a good tone and degree of formality depending upon the person and your reason for opus and it is important that the business mails should comply with organisational rules and recognised standards.\r\n'