...( ) Student Workbook BSBCUS501C Manage quality customer service 1st Edition 2011 Part of a suite of support materials for the 8S807 Business Services Training Package -_._-_._ . Copyright and Trade Mark Statement @ 20i1lnnovation and Business Industry Skills Council Ltd All rights reserved. Apart from any use permitted under the Copyright Act 1968, no part of this publication may be reproduced, stored in a retrieval system, or transmitted, In any form or by any means, electronic, mechanical, photocopying, or otherwise, without written permission from the publisher, Innovation and Business Industry Skills Council Ltd ('IBSA'). Use of this work for purposes other than those Indicated above, requires the prior written permission of IBSA. Requests should be addressed to Product Development Manager, IBSA, Level 11, 176 Wellington Pde, East Melbourne VIC 3002 or email sa/es@lbsa.org.au. 'Innovation and Business Skills Australia', 'IBSA' and the IBSA logo are trade marks of IBSA. Disclaimer - Care has been taken in the preparation of the material In this document. 'but; to the extent permitted by_law, IBSA and the original developer do not warrant that any IIcerislng or registration requirements specified in this- document are either complete or up-to-date for your State or Territory or that the information contained in this docum-ent is error-free or fit for any particular purpose. To the extent...
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...What is Customer Service? (And why is it important?) Wikipedia will tell you that customer service is “the provision of service to customers before, during, and after a purchase.” And Business dictionary will tell you that it’s “All interactions between a customer and a product provider at the time of sale, and thereafter.” But what is it really? And why is it important to you as a fast-growing business? Customer service is every interaction with a customer. Customer service started out as help offered at a desk at the back of a department store, and evolved with the invention of the telephone. In today’s hyper connected world, customer service is more than just the helpdesk agent that answers your questions when you call an 800 number for help. It’s grown to encompass every interaction that a customer has with a brand. It includes phone, email, chat, web forms, and social communications, as well as self-service support sites. And it happens before, during, and after a sale. Awesome support is critical for small businesses. In a world where small businesses need to do more than just sell products—they also want to build relationships—customer service is a key part of the promise that your brand makes to a customer. It’s more than just providing answers. It’s helping customers even when they don’t know they need help. It’s teaching them how to do more with your products. It starts with a smile and a friendly word, and finishes with sharing your expertise—even when...
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...Delivering Customer Service the Right Way. In modern world there are only a few things considered harder than satisfying a customer, gone are the days where a small candy for the kid accompanying or a just a simple smile would do the trick. Customers are more spoilt than ever, they believe that they should be treated like a royalty or they could always go “next door”. Companies are spending a lot of money to train their employees to brush up their customer service skills, and I reckon it’s the right move because no business can survive without delivering customer service the right way. What exactly is the right way to deliver Customer Service? Or for that matter what is Customer Service? It’s a question very commonly asked in interviews nowadays, everyone has their own perception of it. I have worked under someone who believed good Customer Service is when a customer leaves your company smiling or content and willing to come back without hesitation. It does hold some merit, I mean isn’t pleasing the customer enough to be considered as a good customer service, well it’s one school of thought and for others it could be the opposite. I have seen some very hard working customer representatives lacking the right skills, they would complete the job like no other but if you ask the customer they might say the representative was a bit “preoccupied”. For me customer service is very simple, all you need to be good at is multi-tasking, do what they want and while you are on it make...
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...Introduction to Customer –Centric Service Trinise Walton AB: Customer Service Unit 1 Assignment Professor: Sheila Fry Variety Tiered service systems are helpful ways of classifying the specific service that is delivered to provide customers at a variety of levels. For example, companies have different levels of tiered systems which are platinum assets, gold assets, bronze assets, and silver assets. Tiers are composed in three levels which are distributed to multiple places within a network and those levels are the workstation or presentation interface, business logic, database and programming. The workstation or presentation is the graphical user interface that is programmed which can sometimes be saved on the hard disk, business logic is serves as the server for the requests that is from the workstation, and the database and programming reads and writes what is obtained from the other sources mention above. If I owned my own business, I would have tiered service system for my customers that shop with me regularly, because they should be rewarded in some kind of way, even customers that only does business with me periodically would be considered to be on the tiered service system but they would be on a lower level tiered service system because they can become motivated to move up to a higher service platform by adding assets. However, tiered service system will help the quality of my service standards in which cost would increase for bettering my service level ...
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...CUSTOMER SERVICE SOCIAL MEDIA INSTANCE (NIKE SUPPORT AND CUSTOMER) WHAT HAPPENED This is a customer service instance on a Twitter account between a Nike Fuel Band customer and Nike Support team. The customer is using first generation Nike Fuel Band and has a Nike +Fuel Band app on his I phone 5 but is unable to sync it to its computer and posts on twitter using Nike support hash tag seeking support on this matter. WHAT WAS DONE ABOUT IT Nike Support team tries to resolve the issue by first ensuring whether or not the customer is using the software that is up to date. Then Nike support team advises the customer to uninstall and reinstall the app and restart the phone. When the problem persists the Nike support team advises him to try docking the Nike band to the computer and asks for further clarification as to whether the device is detected on his computer or not. It then advises the customer to try different ways of docking like try connecting the device directly using a USB cable and a different USB port this time. After all of the above efforts, the customer still couldn’t get its device to sync to its computer. The Nike Support team asked him for his location, provided him the number to its customer care of that location to continue the conversation on the phone. HOW WAS THE SITUATION HANDLED In my opinion, the Nike Support team handled this situation tactfully. Nike team showed a lot of patience, listened to the customer ‘s problem and promptly replied...
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...grow their customer base. Banks now understand the value of building relationships with their customers and that they need to provide excellent customer service to them as a means of profitability and survival. Understanding the factors behind customer service and its effect on customer loyalty is an important issue for the retail banking industry. This brings up the question “Does customer service influence customer loyalty?” With that question in mind, the following review acknowledges the importance of customer service to customer loyalty and also looks at what factors influence loyalty. The examination takes a look at service and its quality, and the overall effect it has on customer satisfaction and customer loyalty. The findings conclude a direct association among customer service, service quality, customer satisfaction and consumer bank loyalty. Introduction It is generally agreed that the top 3 constructs of building loyalty are: customer service, service quality, and customer satisfaction. This is especially true in people centric service businesses such as retail banking. In today’s competitive business environment many banks are focusing their efforts on having a loyal customer base. Thus, the question arises, “Does customer service influence customer loyalty?” The following is a review of current literature on the topic of customer service and its effect on customer’s loyalty to their bank. The review has three focuses (I) customer services’ effect on...
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...Summary of article: No matter the size or type of business, the area of customer service has evolved as technology evolved. The article read this week discusses three ways customer service has changed and how organizations can adapt to those changes. Customers are concerned about the service they receive from businesses and the price of a product that is needed. With that in mind, customer service has changed according to the article in three ways: consumer empowerment, more service channels with a tailored approach (social media), and collaboration (Fallon, 2014). Furthermore, customers have the power when it comes to their brand perception because of the internet. The internet is the consumer’s voice to review and rate products, service, and organizations. The president and CEO of TeamSupport state that social media and product reviews are areas where consumers can let the entire world know about a poor experience or product (Fallon, 2014, para. 3). On the other hand, social media allows consumers’ to attack brands which require organizations to turn away from “business hours only” expectations (Fallon, 2014, para. 4). As I continued to read, the article highlighted that organizations are offering more tailored service channels for customers to directly connect with the company. Doing so allows the company to keep up with consumer demands and prevent negative feedback towards their reputation. For example, Simon Chkifati stated that successful businesses need to become...
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...Customer As a customer when I walk into a store (or any environment where I am purchasing or consuming a particular product); I expect to be treated a certain way. I expect to be treated like a valued customer. As is the case with most customers, I am always on the lookout for any signs of communication which demonstrate that the sales representatives are enthusiastic about providing me with excellent customer service. As a result of this, non-verbal communications (such as body language, facial expressions, tone of voice etc.) are keenly observed by me and other consumers. On one particular occasion, I remember walking into an auto-parts store; I was not very familiar with automotive parts and their applications—for my car. I was greeted at the counter by a very cheerful and enthusiastic sales representative. Even before she had opened her mouth to speak, I had already found her to be very approachable. Upon seeing me, she immediately started to smile and she walked into my direction. Her non-verbal actions were very powerful forms of communication. Even though she had not spoken to me as yet, her decision to walk into my direction signaled to me that she wanted to engage her customer. Since she was physically walking towards me; I assumed that she was also mentally and psychologically prepared to concentrate her efforts on helping me to find the most appropriate product that I was seeking. Even until this point, she had not spoken but I feel as if I was “spoken” to. When...
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...THE IMPACT OF CUSTOMER SERVICE IN BUSINESSES LEAD: Customer service is the provision of service to customers before, during and after a purchase. It is also seen as the commitment in providing value added services to external and internal customers, including attitude knowledge, technical support and quality of service in a timely manner. But more at times, customer service representatives are seen with behaviors that can be described as unethical. PACKAGE: With the ability for one to quickly adapt and handle client’s views and opinions, customer service represents an area that businesses can excel in. Good customer service has the potential to alter customer viewpoints and offer businesses with vital feedback related to the products and services they offer. Not only do they comprehend the relationship between the way they greet, treat and handle customers and the bottom line but also capitalize on the ideas customers provide for suggested products and services, leading to opportunities for new innovations and revenue streams. These are some responses from some customer service representatives in various organizations when they come across some customers ------------------------------------ SOUND----------------------------------------------------------- Customers expressed their views and opinions on how they are treated when they come in contact with customer service representatives SOT: PUBLIC OPINION Treating clients with respect, greeting them with enthusiasm...
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...Customer relations final. 1. Service breakdowns and recovery. Service breakdown is the situation when customers have expectations of a certain type or level of service that are not met by a service provider. Those situations can happen anywhere whether the customer is at the store, a restaurant, or a hotel. I am a server and the service breakdown is inevitable. It has happened to me before and usually it is not done purposely. The restaurant I work at offers their customers discounts in form of coupons. Some customers present their coupon once they are seated, when I am responsible for holding on to it and applying it to their check towards the end of their visit. I have forgotten to apply the discount to customers check before and once they have noticed they would question me. I would immediately apologize and make sure that they do get the discount. That’s where the service recovery comes in the picture. The customer service representative is obligated to apologize to the customer and fix the problem immediately, so the customer gets to enjoy their visit, and so their high expectations can be met. Dissatisfied customers are people who don’t receive products or services they have been promised. There are several reasons and causes for customer dissatisfaction and one of them is poor service. Fox example, when I am at the mall shopping and walk in one of the department stores it is nice to be greeted and noticed. If I am looking at jewelry and I am interested in buying...
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...Customer Service Opening Duties • Get Daily Tracker. • Check BestBuy.com awaiting pick-up report and put back product that is over 14 days old. • During shift clean and bright all customer service areas including under the counter and the registers. • Stock up all register supplies i.e. bags, register rolls, staples, tape, etc. • If needed stock up all candy and drinks before then end of shift • Gifts cards must always be stocked. • Bring all returned product back to departments and devo back to the warehouse. • At the end of your shift turn in your tracker and any other paperwork to your FEL. • Close your Action Center Customer Service Closing Duties • Get Daily Tracker. • Ensure all the garbage is thrown out and a new bag is put in including in the Admin Office. • Ensure all .com area is straightened up. • Vacuum the area around Customer Service • Clean and bright all customer service areas including under the counter and the registers. • Stock up all register supplies i.e. bags, register rolls, staples, tape, etc. • Stock up all candy and drinks before then end of shift • Gifts cards must always be stocked. • Bring all returned product back to departments and devo back to the warehouse. • At the end of your shift turn in your tracker and any other paperwork to your FEL. • Close your Action Center. Frontlane’s Opening Duties ...
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... 2013 Customer Service Introduction Do organizations need a Customer Service Representative in their daily actives within the organization? This is the question that a lot organizations and firms would like to know. Some organizations and firm are still in the dark about customer satisfaction and dissatisfaction. Without customer service representatives in place to give business owners the feedback from customer that they need to receive to improve the customer’s experience. There are many things that are related to customer service like, making appointments and informing clients of changes to policies, products, goods and services. Years of hearing the customer is always right maybe just be a myth, be here are some views that will be studied in depth to show that the customer service are changing and customers have to be prepared to change also. Technology is one change to the customer communicate with organizations. I will show how having an excellent/poor customer service representative staff have influence on customer loyalty. Do organizations need a Customer Service Representative in their daily actives in the workplace? For year’s organizations have tried to implement full-scale strategic customer service to simply improve particular characteristics of its service. Either way, the organization is making improvements in customer service, and, although there are some low-cost and even no-cost ways of doing that (such as trusting known customers, 98 percent...
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...Study area – make sure it is clearly marked with your name, the course title and the Unit and Assessment number. Please note that this Assessment document has 13 pages and is made up of 5 Sections. Name: DONATAS MENDELIS Section 1 – Understand methods of communication with customers 1a) Use the table below to outline at least two different customer service situations and the different methods of communication that would be needed in these situations. |Situation |Methods of communication | |1. I was calling on 4354 Vodafone freedom freebee £10 offer to top |You may call free 191 to communicate verbally, but I needed to go online | |up and paid using my bank card for offered 150 minutes, unlimited |for ‘Vodafone – Freebees’ and join informal written communication method to| |texts, and 250MB free UK Internet Data for 30 days use. I should |contact Vodafone customer service via live chat. This is a way to get | |receive sms - the note about activated Vodafone £10 freedom freebee,|advice or sort out existing problem about your phone or plan, upgrade it, | |but service was suspended and delayed by unknown technical problem. |or get help with your phone, bill or account. Live chat – required writing | | |skills about your issues rose, also...
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...Customer service is a process for providing significant value added benefit to the supply chain in a cost-effective way. It is also providing a continuing link between the times that the order is placed and the goods are received with a purpose to satisfy the customer needs. In the customer service there have 3 elements that involved. They are pre-transaction, transaction and post-transaction. The pre- transaction, there have several factors in the customer service which need to be done before the real transaction made. In this element also, there have four examples method need to use such as written service customer policy, accessibility, the organization structure and system flexibility. Transaction element in the customer service is the elements directly related to the physical transaction and are those that are most commonly concerned with logistics. There have several element also involves in this type of element such as condition of goods, inventory availability, order preparation, service or order cycle time, delivery alternatives, delivery reliability and order status information. The third element is post-transaction, the post-transaction means, which involve those element that occur after the delivery has taken place. In this element consist five methods that used during post-transaction such as invoicing procedures, invoicing accuracy, product tracing, return policy, availability of spares, call-out time and customer complaints and procedures. In conclusion, the...
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...Communication Skills Customer service representatives who listen well are most effective, because listening helps them understand customers and consequently better serve their needs. In this assignment, you will consider how CSRs can train themselves to become better listeners. This is a seminar on how to improve one’s listening skills; it is very important part of being a Customer Service Representative (CSR) that your listening skills be top notch. It is important to learn that there are three valuable skills of effective listening: 1) Tune in ~ This is considered the first step in effective listening. To be a good listener one must be a successful listener. Being a successful listener is being physically and mentally willing to listen to your customer. This is giving he/she your undivided attention and aligning your body so that you are looking the customer straight in the eye. Another important point of turning in is turning off the outside distractions, focusing all your attention on the individual at hand. Not thinking about where you are going after work, not planning your response before you listen to the whole story from the customer(s) or passing a verdict/judgment on others before their story is heard. Demonstrate you are listening ~ The second step in this process is showing the customer you are concerned with their problem. Don’t just listen, but reassure the customer that you are concerned with their problem and only them at this time. ...
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