Procedures for Delivering Customer Service

Published: 2021-07-16 00:45:05
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One of the main values of any organization is to deliver the excellent customer service. Henceforth, it is essential for the organization to deliver the best services to the customer in order to sustain them. However, some of the most important procedures to deliver the customers services are elaborated as follows:Respond as quickly as needed because it is listed in the study of Ennew, (2015), that one of the biggest frustration customers faces by being put on hold. So, it is to ensure the organization that they do not leave the customers on waitingCustomers love the personalization; therefore, the great interaction begins by knowing the needs and want of the customerThink long-term for the customers as it is essential to building a customer for life. However, it is possible by the keeping the customer happyInterpersonal skills that are required to serve customersIt is important for the organization to enhance the interpersonal skill of the employees in order to serve the customers. Thus, the required interpersonal skills are stated as follows:Communication skillsListening skillsSelf-controlConflict resolutionEmpathyTaking responsibilityPositivityHumourPolicy and procedures for handling customer complaintsIt is significantly important for the organization to implement the proper policies and procedures in order to handle the customer complaints. However, the procedure for handling customer complaint is defined as follows:Thanks to customers for bringing the problem into consideration and accept the problem ownership by listening to the complaint carefullyBe calm, helpful, and cheerful to issue and do not take it personallyRecord the complaint in detail and focus on the action consequences to deal the issueMake sure that all the relevant facts have been gathered effectively in order to take the issue seriouslyFocus on the number of options in order to fix the problem and be quick and responsive to resolve the issueAt last, follow up the customer required to analyse the customer satisfaction as the complaint was handled.Example to ConsiderA case of Teachers Health Insurance is considered as an example. Teachers Health Insurance has been receiving a lot of complaints recently regarding the quality of its customer service. The manager has reviewed the complaints record over the past month and found various of dissatisfaction areas that need to be resolved in an effective and profound mannerNature of the complaintThe nature of the complaint based on the following issuesThe consultant has been facing the issue in explaining the policy detail as they found it very confusingNobody wants to be responsible for the customer’s accountThe promise by the sale staff in order to promote the policies have not fulfilledThe office surroundings are not user-friendlySteps to resolve the issue by following case study policies and proceduresRecord the complaint in detail and focus on the action consequencesDo not take it personally and think about the issue helpfully and cheerfullyThanks, customers to bring the issue to a noticeFocus on the number of options in order to fix the problem and be quick and responsive to resolve the issueRecommendationIt is recommended to survey the customer feedbackFocus concisely to understand the customer satisfactionTo keenly found out the reason where the case is falling downImprove the services by amazing the customerBuild the customer relationship in order to retain the clientsPlan ImplementationThe implementation plan is based on the following procedureThanks to clients for bringing issue under thought and acknowledge the issue proprietorship by tuning in to the protestation preciselyBe quiet, accommodating, and sprightly to issue and don’t think about it literallyRecord the grumbling in detail and spotlight on the activity results to bargain the issueMake beyond any doubt that all the significant actualities have been accumulated successfully so as to consider the issue important (Han, 2015).Focus on the quantity of alternatives so as to settle the issue and be brisk and receptive to determine the issueFollow up the client required to dissect about the consumer loyalty as the dissension was dealt with.Monitoring Action and ProgressThe plan monitoring is needed to ensure the problem has been resolved according to the stated policies and procedure. The progress will determine the success of the implementation plan in effective and efficient manner.Part 2The four examples of verifiable evidence that is used to review customer satisfaction are:Survey the customerUnderstand the expectationFind out the falling pointAssess the competitionQuestion 2Part 1Organizational and legislative requirements may affect business operationsOrganizational Requirement incorporates the followingThe organization strategic planPolicy documentation to focus on the linguistic and cultural diversionProper job description formationLegislative requirement incorporates the followingEthical practicesCare guideline representing the access, equity, and confidentialityGuidelines for occupational safety and healthPart 2How you deliver a service to customersThe prompt services are provided on the basis of the proper implementation plan that meets organizational and legislative requirementsA rapport has been established with customers by means of the effective communicationThe customer complaints are handled sensitively and courteously by having the quick response to the issueA complete assistance is delivered to customers by focusing the followingRecord the protestation in detail and spotlight on the activity outcomesDo not think about it literally and consider the issue supportively and happilyThanks, clients to acquire an issue noticeFocus on the quantity of alternatives keeping in mind the end goal to settle the issue and be fast and receptive to determine the issueThe opportunities to promote and enhance the customer service areImprove the services by amazing the customerBuild the customer relationship in order to retain the clientsFocus concisely to understand the customer satisfactionTo keenly found out the reason where the case is falling downPart 3The customer satisfaction with service is reviewed by means of assessing the competition, surveying the customer and understanding the expectationsThe opportunities to promote and enhance the customer service areImprove the administrations by astounding the clientBuild the client relationship with a specific end goal to hold the customersFocus compactly to comprehend the consumer loyaltyTo definitely discovered the reason where the case is tumbling downProcedural aspects of service delivery monitoring are done by means of:Proper evolution processMonitoring the issuesIdentifying the causeDefining the alternativeAction planMeasuring the desired outcomeThe customer feedback is evaluated in order to know about the circumstances that how quickly and responsively the information have been handledRecommendationsIt is recommended to survey the customer feedbackTo enhance the service creditabilityTo retain the customers by granting the complete satisfactionPart 4Interpersonal skills that are required to serve customersIt is important for the organization to enhance the interpersonal skill of the employees in order to serve the customers.The interpersonal skills required to serve the customers are stated as follows:Communication skillsListening skillsSelf-controlConflict resolutionEmpathyTaking responsibilityPositivityHumourThis skill helps the organization to communicate effectively and efficiently with the customers in order to analyze the station to satisfy the customer by providing a best possible solution. This helps the organization to retain the customers.Question 3A case of an unhappy customerJohn stands up to greet one of his angry clients with a sweet smile on his face. The client was angry as john organization fails to make on-time delivery. As a result of this, the client was not able to demonstrate products and client had lost the important sale. John tries its best to cope up the situation but fails to do say and the client left the organization in an angry mood by vowing to not to work with John’s organization anymore (Blut, 2015).Establishing an effective and rapport communicationIt is the important task of the employees or managers to deal with an unhappy and angry client. It is never an easy task. However, in order to save the situation, it is required to know how to deal calmly with the situation and more importantly to communicate effectively to deal with the issue. It is important to deal with the difficult customer in the positive aspect in order to maintain the better relationship with the client.How to deal with the angry customerJohn’s organization must incorporate the Following techniques to satisfy the customer:Adjust the mind according to the stated scenario of the client in order to focus on the client and situation effectivelyIt is essential to listen actively what customer is complaining about in order to find out the effective solutionBe patents and handle the situation calmly. It will help to communicate effectively with client, so, the stated problem will be resolvedBe empathic towards the client and apologize for the unconvinced faced by the client for not having an on-time deliveryPresent a solution to the client by correcting the informationAfter having an agreement on the solution, it’s time to take an immediate action. For this concern, it is required to explain every single step in detail to the client how the problem is fixIn the last, use the feedback strategy in order to minimize the risk of facing such situation againRecommendations for improving service deliverySome of the proposed recommendations are stated as follows:It is always a challenging task to deal with the difficult and angry customer. Therefore it is recommended to handle the situation effectively. It is because handling an effective situation will enable organizations to improve the relationship and also help to identify the future opportunitiesIt is recommended to listen actively and participative to the problem and work profoundly to t solve the problem in a limited timeframe. For this purpose, it is recommended to stay empathic and cooperative in order to resolve the issue (Sengupta, 2015)It is recommended to the organization to make the client happy by specifying the solution. However, if the organization is not sure about fixing the situation then it is the duty of the organization to communicate with the client by granting them the power to propose some solution to the existing problem.It is recommended to the organization to ensure the level of satisfaction in customers and it is possible by keeping the customer happy that how precisely the situation has been resolvedReferencesBlut, M., Frennea, C. M., Mittal, V., & Mothersbaugh, D. L. (2015). How procedural, financial and relational switching costs affect customer satisfaction, repurchase intentions, and repurchase behavior: A meta-analysis. International Journal of Research in Marketing, 32(2), 226-229.Ennew, C. T., Binks, M. R., & Chiplin, B. (2015). Customer satisfaction and customer retention: An examination of small businesses and their banks in the UK. In Proceedings of the 1994 Academy of Marketing Science (AMS) Annual Conference (pp. 188-192). Springer, Cham.Han, H., & Hyun, S. S. (2015). Customer retention in the medical tourism industry: Impact of quality, satisfaction, trust, and price reasonableness. Tourism Management, 46, 20-29.Sengupta, A. S., Balaji, M. S., & Krishnan, B. C. (2015). How customers cope with service failure? A study of brand reputation and customer satisfaction. Journal of Business Research, 68(3), 665-674.

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