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Customer service improvement

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Accountant-Lecturer
Level
General public
Study
finance
School/University
California

About the document

Ipcrow L.
Published date
Language
documents in English
Format
Word
Type
case study
Pages
3 pages
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General public
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  1. Introduction
  2. Acceptable standards of customer service policy
  3. Poster
  4. Customer requirements
  5. Personal review

Anacceptable standard of customer service policy is becoming a major component in various business organizations due to the increased completion and customer awareness. The standard policy is essential to the management, employees and the potential customers. They enable the management and employees to predict what the customer would expect. They also remind the management their obligations and the challenges they are likely to encounter. The standard of customer service policy is usually defined in three terms i.e. timeliness, appropriateness and accuracy. The scope of timeliness tries to highlight the essence of timeline as far as customer service standard is concerned. Common phrases usually uttered to show timeliness are ?Delivery in two weeks' or ?calls returned in one minute.' In using the scope of timelines in UK context, the phrase ?delivery in two weeks' means that the deliveries would be made fourteen working days after the receipt of the order. Accuracy is another component of customer service standard. In modern times, the bar of accuracy regarding the service of the customers has been raised a notch higher.

Customers have now accustomed to demanding accurate deliveries and information. In UK accuracy as a major component of customer service standard is always highlighted by the phrases like ?We got all your orders correct' or ?the information sent on the email is 100% accurate'. Appropriateness is the last major component of the customer service standard. It entails making sure that the expectations of the customers have been met. This is paramount especially in a situation where enquiry is being affected.

[...] Accuracy is another component of customer service standard. In modern times, the bar of accuracy regarding the service of the customers has been raised a notch higher. Customers have now accustomed to demanding accurate deliveries and information. In UK accuracy as a major component of customer service standard is always highlighted by the phrases like got all your orders correct' or information sent on the email is 100% accurate'. Appropriateness is the last major component of the customer service standard. [...]


[...] The last thing I noted that I needed to improve as far as customer service skills are concerned patience. I realized that some customers are hostile to the members of staff for no apparent reason. Other customers are moody for reasons best known only by them. It would require great patience on my part coupled with interpersonal skills to deal with them CONCLUSION Customer service is an ideal component of any organization. The management should strive to ensure that the needs of the customers are fulfilled. [...]


[...] This is where customers can use their telephones to enquire about various services offered by the organization. The method is appropriate to the customers because it enables them to communicate directly to the staffs that are in charge of their account. It allows any misunderstanding that may arise to be solved almost immediately. Face-to-face is also a method which an organization employs in the course of its dealings with customers. The method mostly entails customers visiting the premises of the organization. They can then present their questions one on one while they are at it. [...]

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