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Prof.WilliamsHibbs,United States,Teacher
Published Date:28-07-2017
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Provide Customer Service 1 PROVIDE CUSTOMER SERVICE REGIONAL AUSTRALIAN WORKFORCE DEVELOPMENT “DRIVEN BY LOCAL INDUSTRY & COMMUNITY” A Commonwealth of Australia project funded by: Materials produced by: Department of Education, Employment and Workplace Relations Regional Skills Training Pty Ltd BOOK 1 – All Industries in the Rural and Regional SectorsProvide Customer Service 3 1. INTRODUCTION HOW TO USE THESE MATERIALS This workbook relates to providing customer service and is Completion of appropriate summative assessments provided by appropriate to people employed in a range of workplaces your Registered Training Organisation (RTO) will enable you to in the rural, regional and remote sectors of Australia. Skills achieve competency in the unit applicable to your sector. and knowledge developed will ensure your work meets These student materials apply to the following industry customer service acceptable work practices for your sectors and units of competence. industry sector. Resources and activities provided are designed to develop your skills and provide formative assessments to monitor progress. Sector Unit code Unit name Retail/Agribusiness services BSBCUS301A Deliver and Monitor a Service to Customers Business Services BSBCUS301A Deliver and Monitor a Service to Customers Community and Health services CHCCS412D Deliver and Develop Client Services Local Government, Civil LGACORE103B Provide Service to Local Government Customers and ConstructionProvide Customer Service 4 2. LEARNING MATERIALS WHAT ARE THEY ABOUT? The learning materials discuss issues related to the provision of Customer Service including: • Identify customer needs • Use interpersonal skills to identify and clarify customer needs and expectations • Establish client service procedures and develop products and services • Establish a rapport with customers • Use professional ethics • Communicate effectively with the customer • Deliver a service to clients that meets their rights and upholds statutory and legislative requirements • Promote client services and the business • Manage difficult customer situation 2.1 EMPLOYABILITY SKILLS The learning materials provide opportunities to develop and apply employability skills that are learnt throughout work and life to your job. The statements below indicate how these processes are applied in the workplace related to customer service. In completing your daily work tasks, activities and summative assessments you must be able to demonstrate competent “employability skills” in the workplace. Communication • communicating verbally with others in negotiation, training and questioning • writing a range of simple documentation and communications • listening to and understanding work instructions, directions and feedback Teamwork • working as an individual and a team member • Identifying and utilising the strengths of other team members Problem Solving • using manuals and other documentation to overcome problems with information technology or other office equipment • resolving client concerns relative to workplace responsibilities Initiative and Enterprise • demonstrating individual responsibility for completing tasks • suggesting improvements to support the development of improved work practices and team effectiveness Planning and Organising • gathering, organising and applying workplace information for the organisation’s work processes and information systems Self-Management • identifying development needs and seeking training to fill needs • balancing own ideas, values and vision with workplace values and requirements • taking responsibility at the appropriate level Learning • developing a comprehensive knowledge and understanding of products and services Technology • using information communication technology to communicate with team members or clients Provide Customer Service 5 3. IDENTIFY CUSTOMER NEEDS Customers have an expectation of effective and efficient customer service. The competitive nature of business says that good customer service is a minimum standard. Excellent customer service will help provide a competitive “edge” to the business. Your customers have an expectation that you will correct problems quickly, provide appropriate solutions and advice and be knowledgeable about the products and services you provide. The most successful businesses, small or large, make customers feel as though they are part of the team. The customer feels included in decisions, important to the business and a valued voice in providing feedback and suggestions for improvement.  ACTIVITY 1 What are the processes related to customer service in your workplace NOW. Think about your workplace and answer the following questions: What processes does the business have in place for dealing with customer queries? How does your business keep in touch with what the customer wants? When you started your job or were interviewed, what were you told about: How to communicate with customers How to answer the phone How to respond to a customer who is asking questions that you cannot answer How to respond to a customer who is angry or upsetProvide Customer Service 6 3.1 USE INTERPERSONAL SKILLS TO IDENTIFY AND CLARIFY CUSTOMER NEEDS AND EXPECTATIONS For a business to thrive, it must keep pace with its customer’s changing needs. It must accurately identify needs and implement changes to meet those needs. You have already thought about what you were told regarding customer service when you first started at your workplace, use that information to assist with activity 2.  ACTIVITY 2 A number of suggestions are provided below regarding improving customer service. After each suggestion you are required to provide an example regarding how the suggestion can be specic fi ally implemented for your business. 1. EXCEED CUSTOMERS’ EXPECTATIONS Most businesses can satisfy the basic expectations of a customer. What about delighting your customers and always exceeding their expectations in some small way. If the business aims to exceed customers’ expectations on every interaction and are consistently able to do this they have a good chance of keeping customers for life. What is your suggestion for exceeding customer expectations in your workplace 2. PROVIDE PERSONAL ATTENTION TO CUSTOMERS Providing personal attention to customers who are going to reciprocate by being consistently good purchasers of your products or services, is good business. Make sure the business holds personal information about customers (with their permission) so that they can be personally contacted with special deals or information. The more your customers feel as though you are treating them individually, the more likely they are to continue their relationship with you. What is your suggestion for providing personal attention to customers 3.REWARD LOYAL CUSTOMERS Reward your customers for being loyal. It provides a vital link between your business and your customers, improving customer satisfaction and sales. Rewards can be designed to suit your business and may include product discounts, free gifts, special personal assistance. What is your suggestion for rewarding loyal customersProvide Customer Service 7 4. ALWAYS KEEP IN TOUCH Customers keep using your business if you have a strong relationship and they trust you and your products or services. Your “keep in touch” strategy should consider the best method (e-mail, telephone, newsletter); the frequency (weekly, monthly, quarterly, event- based) and, what to talk about (your company’s business activity, industry information, tips and hints, useful resources). What is your suggestion for keeping in touch 5. GAIN NEW CUSTOMERS FROM EXISTING ONES Always ask customers if they know of any other people that would be interested in your products or services. Existing customers are your major source of referrals and new businesses. Through them, you get access to new customers who already know about you and have a positive opinion of what you do. What is your suggestion for gaining new customers from existing ones 6. APPRECIATE YOUR CUSTOMERS Thank customers for referrals, feedback and suggestions they make. It makes them feel recognised and reinforces a positive behaviour so that they like helping you and referring your business. Remember that the last thing they want is for a friend to come back to them unhappy about a referral they have made, so don’t let them down. A thank you can be as simple as an email, a hand-written card, a phone call, or a personal thanks next time they are in the workplace. What is your suggestion to improve customer appreciationProvide Customer Service 8 3.2 ESTABLISH CLIENT SERVICE PROCEDURES AND DEVELOP PRODUCTS AND SERVICES In order to maintain customer satisfaction, products and services must be developed with customer’s needs in mind. Every business will have a business plan that clearly defines aspects about their business and the expected customers. This initial document is often accompanied by a strategic plan for business growth as well as numerous workplace instructions, policies and procedures. The instructions and procedures that are used in your workplace may cover any/all of the suggestions below: • dealing with customer complaints • providing a service to non English speaking customers • ensuring customer safety in the workplace • completing appropriate records related to customer purchases • providing customers with appropriate after sales service • compliance with legislation and regulations related to the products / services provided  ACTIVITY 3 Complete the following table by listing all the procedures, forms and instructions you are required to use in your workplace related to customer service. Name of form, procedure or instruction When do you use the form, procedure, instruction Provide Customer Service 9 4. ESTABLISH A RAPPORT WITH CUSTOMERS There are a number of basic rules that apply when you are establishing rapport or a relationship with customers. Show a genuine interest in the customer: Customers prefer to do business with people they like. You can gain this approval by establishing rapport, or a positive connection, with a customer. Rapport can be established by: • asking questions • making eye contact • offering to help • recognising mutual interests • simple gestures such as calling a customer by their name You will usually find that the customer responds to this type of behaviour by identifying you as being keen to assist them to understand their needs and find a solution to their problem. The time you take to establish a relationship with the customer will enhance their commitment and trust in the organisation. Refer the customer to another appropriate organisation if you are unable to help: If you cannot help, or refer to another person in the business, honestly tell the customer. It would be even better if you could spend a few minutes talking to them to gather more information and then accurately refer them to the correct organisation. Provide translations or bilingual support to non English speaking customers Most businesses operating in a situation with non English speaking clients will have set procedures and systems to appropriately service these clients. It is important that you treat these customers with the same respect and courtesy as every other client, even though they may have difficulty communicating. Present a positive, can do, will help, attitude at all times A positive, “will help” attitude is important at all times but absolutely critical when the customer is giving you negative feedback or complaining about the service they have received. Empathic phrases are a simple and easy way of conveying that you understand your customer’s situation. You may try using the following phrases: • I can see how difficult this must be for you. • I understand what you mean. • I understand how inconvenienced you must feel. • I am very sorry that this has happened to you. Use a genuinely warm and caring tone, to enhance the meaning and effectiveness of empathic phrases. Saying “I’m sorry” to a customer does not imply that you or your organisation did anything wrong; it simply conveys that you are genuinely sorry that the customer has had a bad experience. Check with your workplace policies or procedures or your supervisor or team leader regarding your organisation’s preferred method of dealing with angry or dissatisfied customers. When a customer is upset, they want to express their feelings, and they want their problem solved. Be patient and allow time for the customer to express their feelings. The customer will be more prepared to listen to you once they have ‘got their feelings off their chest’. You can then begin to participate more actively in the process of solving their problem. Let the customer know that you understand why they are upset and that you are ready to help them.Provide Customer Service 10 Treat customers sensitively and courteously Treating a customer courteously involves a lot of little things that demonstrate to customers that we recognise and respect them as individuals and that we appreciate the contribution they make to the success of the organisation. This involves: • greeting the customer by name • smiling and maintaining eye contact • offering to assist them • asking permission before asking them questions • not interrupting them or speaking over them • being alert to any special needs that they may have • offering additional services where appropriate • thanking them for their custom • saying goodbye and encouraging them to return All of the above points are about putting the customer first. Maintaining success with your customers in the long term depends upon customers consistently receiving real benefits from products and services as well as being treated as an important part of the business. They must feel that you WANT their business and that you APPRECIATE their business. Providing an excellent customer relationship can only be achieved with the “personal touch” .  ACTIVITY 4 Complete the table below. Provide examples that demonstrate how you provide excellent customer service in the workplace. Customer service action How does this provide benefits for the workplaceProvide Customer Service 11 4.1 USE PROFESSIONAL ETHICS In your personal life, ethics guide you in deciding what is right or wrong. We all have an ethical framework that we operate within. Organisations also develop an ethical framework in which the business operates. This ethical framework is influenced by a number of factors, such as laws, codes of practice and socially acceptable standards of behaviour. In some cases, organisations are controlled by laws that state how employees are to behave in certain circumstances. Organisations in the health, real estate and finance industries, for example, may have legislation and regulations that state that employees must maintain customer privacy or declare full fees or costs or any fee they receive for selling a product. You may be required to sign a contract of employment that includes a commitment to ensure that your workplace practice and behaviour consistently complies with the Code of Ethics. Behaving in an ethical way not only protects your employer’s interests but contributes to building a good relationship with customers. Your workplace policy and procedures may contain information promoting a workplace culture that demonstrates respect for customers, colleagues and other parties who interact with the organisation. You may also develop your own personal code to follow, that enhances the attitude that you demonstrate to others in your workplace.Provide Customer Service 12  ACTIVITY 5 Complete the table below. Against each item provide an example that demonstrates how you behave ethically in the workplace. Some examples may relate to your own “personal ethics”. Others may relate to a specific workplace policy or procedure. Workplace action Example related to Example with a formal your personal ethics workplace policy/procedure You are honest and ethical You give customers information in a way they can understand You listen to customers and respect their views You maintain and develop your professional knowledge and skills Making the needs of the customer your primary concern You recognise the limits of your role and don’t attempt to advise a customer outside your capability You respect and protect confidential information You respect customers’ dignity and privacy You treat every customer politely and considerately You work with colleagues in ways that best serve customers’ interests You help customers correctly with regard to warranties, legal rightsProvide Customer Service 13 5. COMMUNICATE EFFECTIVELY WITH THE CUSTOMER 5.1 WHAT IS COMMUNICATION? Communication is the sharing of information between two or more individuals or groups to reach a common understanding. The most important part of communication is the expectation that information provided is understood. Communication cannot assume that agreement is reached. A person can participate successfully in a communication process but can still disagree. There are two types of communication, verbal and nonverbal. Participating in communication using words either written or spoken, is verbal communication. Nonverbal communication includes all messages without using written or spoken language and includes facial expressions, body language, style of dress and physical elements such as buildings, ofc fi e furniture and signs. Whilst the following You Tube video is not business or work related it certainly provides some footage where “nonverbal” communication is actively being used. Click here view video “nonverbal communication ” OR if you are using the printed resource, enter the address below into your web browser. www.youtube.com/watch?v=VfDWQG47pAQ 5.2 BARRIERS TO GOOD COMMUNICATION There are many issues that can impact on good communication. Bear these in mind when listening to another person and think about how these may be affecting your own communication: • closed-minded attitude • making judgements • boredom • limited time • own needs • physical discomfort • lack of concentration • I know better attitude • disgust • prejudice • feeling threatened Think about how it feels when you know someone is not listening to you. You may feel neglected and angry. In contrast when you know someone is really listening, you feel that your opinion counts and what you say matters to the other person, whether they agree with you or not.Provide Customer Service 14 5.3 WHEN SHOULD I USE ONE-TO-ONE (FACE-TO-FACE) COMMUNICATION? Face-to-face is the best communication method when you require immediate feedback. This is because face to face provides the greatest number of feedback sources including voice, eye contact, posture, blush, and body language. Remember that “face to face” can also include the use of technologies such as Skype. It is the appropriate medium for delegating tasks, coaching, disciplining, instructing, sharing information, answering questions, checking progress toward objectives, and developing and maintaining interpersonal relations. 5.4 WHEN SHOULD I USE WRITTEN COMMUNICATION? Written communication can be misinterpreted depending on the “style” of writing and how the reader understands or perceives the message. However where documentation or a “history” of a conversation (ie email) is required, written communication is essential. 5.5 WHEN SHOULD I USE THE TELEPHONE? Telephone or spoken electronic communication provides only the cue of voice inflection, not the visual cues available from face-to-face interaction. The telephone is the appropriate medium for quick exchanges of information and for monitoring progress or providing updates of progress. It is especially useful for saving travel time. 5.6 COMMUNICATION IS AGE AND CULTURE APPROPRIATE The great thing about customer service is you will come across people from all walks of life. Not everyone we deal with will have English as their first language. You may also have hearing or visually impaired customers or customers in a very different age bracket. It is important to treat all customers with respect and understanding when there is a possible communication barrier. • use drawings, dramatic gestures, actions, emotions, voice, mime, chalkboard sketches, photographs and visual materials to provide clues to meaning • simplify your message as much as possible breaking them into smaller, manageable parts • make sure the customers attention is focused • don’t insist on eye contact when you are speaking to them. This is considered rude in many cultures • modify your speech and talk at a slow-to-normal pace, in short sentences • use simple sentence structure (subject-verb-object) and high-frequency words • ask simple yes/no questions • accept one-word answers or gestures • be an active listener and give full attention to your customer and their attempts to communicate • talk in a calm, quiet manner. Raising your voice does not help comprehension • demonstrate your patience through your facial expressions and body language • give your customer extra time to respond • don’t jump in immediately to supply the words for the customerProvide Customer Service 15 5.7 SUMMARY The topic of effective communication can be very complex. However, you are only concerned with your communication skills in the workplace. From your perspective providing excellent customer service is an essential and basic practical skill. The list below summarises the essential points to achieve when you are communicating with customers. • Clear and accuate – speak at a rate your customer can understand you. Have product knowledge in what you sell. Give correct information. • Open, not judging – have an open posture, do not judge the way your customer is dressed or presents himself or herself (you do not know how much they have in their wallet). • Mind customers feelings – be professional at all times, be aware of the words you use. • Mention their name – use the customers name as this makes them feel special and valued. • Unlearn your own bad habits – be aware of your own behaviour, always be self-assessing. • Non-verbal messages matter – make sure you are displaying positive body language, smile, make eye contact, good posture. • Interest in people – take a genuine interest in the customers needs. This will build rapport and trust. • Calm if they are angry – stay calm and professional if the customer is upset. Do not take it personally. Find out the facts and resolve the problem. Thank the customer for bringing the problem to your attention. • Ask questions, get feedback – ask your customer open questions to find out what they are looking for. Ask reflective questions to confirm their needs and that you are showing them the correct product. • Tell about products and services – give your customers information on new products and services you may be offering. • Enjoy working with all types of customers – if you do not genuinely enjoy dealing with customers, get out of the service industry and let someone who does. The hyperlink to the slide show from Volunteering SA is also a useful summary to help reinforce good customer service skills. www.ofv.sa.gov.au/pdfs/mods_Introductioneffective%20communication.ppsProvide Customer Service 16 6. DELIVER A SERVICE TO CLIENTS THAT MEETS THEIR RIGHTS AND UPHOLDS STATUTORY AND LEGISLATIVE REQUIREMENTS As a person employed to provide a service to customers, you must ensure that all services are consistent with customer needs and rights and meets relevant statutory and legislative requirements. 6.1 WHAT ARE THE MAIN ORGANISATIONS / LAWS THAT ARE IN PLACE TO MANAGE CONSUMER RIGHTS. The following links and information are provided as a general resource for your information. You are not expected to use these resources as a part of this work book, however they are useful to have if you need more detailed information. In your workplace you are expected to meet the regulatory and legislated requirements as instructed by your supervisor/employer. If you are at all unsure or a customer asks difficult questions please make sure you do not “make up” an answer. Your best action is to take the customer to your supervisor, clearly summarise the situation and allow the more experienced person to provide the customer with appropriate service. Australian Competition and Consumer Commission (ACCC) The Australian Competition and Consumer Commission is an independent Australian Government statutory authority and administers the Trade Practices Act 1974 and the Prices Surveillance Act 1983. The ACCC promotes competition and fair trade in the market place to benefit consumers, business and the community. Its primary responsibility is to ensure that individuals and businesses comply with the Commonwealth competition, fair trading and consumer protection laws. www.accc.gov.au/ Fair trading In Australia federal and state laws protect business and customers from unfair trading practices. The hyperlink provides information about fair trading laws; complying with the Trade Practices Act; Codes of Practice; customer service; dispute resolution; product safety and standards; product recalls; labelling; retail leasing and warranties and refunds. http://business.gov.au/BusinessTopics/fairtrading/pages/default.aspx Ministerial Council on Consumer Affairs This hyperlink provides details on how to find out what the law says about how businesses should deal with consumers. www.consumer.gov.au/html/for_business.htm Provide Customer Service 17 6.2 ACCURATE AND UP TO DATE INFORMATION IS PROVIDED AND APPROPRIATE DOCUMENTATION RELATED TO CLIENT SERVICE DELIVERY IS COMPLETED AND MAINTAINED Every business place must ensure that they keep and update customer records regularly. The biggest issue is deciding what customer records are appropriate to keep. If the workplace requires too many records or if the records are not appropriate then they wont be useful in providing feed back or opportunities for improvement to the business. Records can be used to help make decisions related to buying trends, seasonal issues, best selling items or services, poor performance etc. The records are invaluable in sales, marketing, customer service, n fi ancial forecasting, and will keep your business customer-focused. A typical business may have several forms that you are required to keep and could include: • layby records • merchandise/product return • stock Order form • tax Invoice • customer feedback • purchase order • telephone order record • request for quoteProvide Customer Service 18 Some typical forms have been included below and you can see that they are quite simple and easy to complete. Client query data Date Client Company Comment Follow up Sale potential 1/10/10 Fred XYZ Irrigation Enquired if we Advised we would Good- suggest we get Blake stocked underground enquire if we could the product in stock. soaker hose get it in for him This is just 1 customer who is working with orchardists to change irrigation systems to be more water efficient. Customer Service report Date 1/10/10 Customer name Fred Blake Phone 0431-655433 Address 1 Smith Road, Maitland Complaint A roll of soaker hose did not provide even soil wetting after installation Action requested by customer Replace roll of soaker hose and provide feedback to manufacturer Person responsible for action Manager Recommended action Replace roll of soaker hose Provide feedback to manufacturer Contact Fred Blake to enquire re performance of replacement hose in 2 weeks Other Comment As you can see your relationship with the customer is “everything” If you can keep good records, deal with issues competently and quickly and offer a friendly service as a result, you’ll see a significant amount of repeat business. It is also useful to remember that your customer is always busy and while collecting the “must have” information it may also be useful to ask some simple survey questions at the same time. Survey questions can be face to face, written as a questionnaire or asked by phone contact. Simple surveys can include questions such as : • How do we rate in the areas of first contact, the sale, delivery, service, and after -sales service? • What can we do to improve our customer service? • What additional products/services should we provide? • Do you have any areas of complaint? • Do we keep you well enough informed about staff changes, new products, price changes, delivery issues, warranties etc?Provide Customer Service 19 6.3 REVIEW CLIENT SERVICES REGULARLY TO IMPROVE SERVICE Regular review of client services means that your workplace develops a customer service culture. There are a number of ways that a business can strengthen their customer service culture. • Make sure the people involved in customer service in your workplace LIKE people and will serve customers well. Workers who are enthusiastic, friendly and outgoing will generally be nice to customers even in the most difficult situations. • Attend ongoing training that focuses on customer service. Participate enthusiastically in role play that puts you in simulated situations that may occur in real life. For example, in the future, it’s possible that a customer may swear at you and call you bad names. Role play the scenario with your work mates and make sure you all know how to handle these worst-case scenarios. • Do greet customers when they walk in to your workplace, and do it with a smile. People like their presence being acknowledged, and they will feel more appreciated when they enter. • Nothing hurts customer service more than an un-empowered employee. Request your supervisor allow you to make quick decisions to help a customer when you feel confident that you can. • Ask customers how you are doing. Customers are usually thrilled to have the opportunity to tell you what you are doing right and where there’s room for improvement. • Provide feedback/comment cards and encourage customers to fill them in if they have the time. This is especially useful where the customer contact has been over a longer period of time and thus called for more customer interaction. Constructive criticism allows you to make the necessary changes that will improve customer service in future. But don’t forget to act on what you hear – you don’t want to get a reputation for listening to customers but never acting on their feedback. • Answer the phone efficiently, politely and quickly . Definitely answer the phone within 4 rings. This means that there must be enough trained staff to handle the volume of phone calls expected. It is frustrating for customers to wait for a long time or be put on hold, especially if they are paying for the call or get cut off. • Keep yourself well informed about the ways the larger corporations provide customer service. Look at their websites and advertising for ideas. However don’t assume that just because they are bigger than you that they are automatically getting it right. How often have you heard consumer complaints about well known successful companies’ customer services departments being shoddily handled? How frustrating is it to be answered by an off shore call centre where you cannot make yourself understood. Make it your aim to learn from these mistakes instead of making your own. The following You Tube video is an advertisement for Commonwealth Bank. It is one of a number of advertisements currently being aired by major banks that concentrate on telling customers that they are improving their customer service. • Saying “thank you” is incredibly important. Include a message of thanks on your invoices, on your website, as the sign off of your business email. Say thank you wherever it’s possible to do so. It’s vital to show your customers you appreciate their business.Provide Customer Service 20 Click here view video “Starbucks Customer Service ” OR if you are using the printed resource, enter the address below into your web browser. http://www.youtube.com/watch?v=6M0TgEUbRBc While there are many ways that a business can strengthen their customer service culture, there are equally as many ways to frustrate and turn away customers. • Many companies fail to provide adequate after-sales service. For instance, they may take a long time to respond to queries and other requests. After-sales service is important because the customer experience does not stop once the purchase or order is made. Customers continue to have expectations of the attention that they deserve, and this may affect return sales. • For a busy customer, there’s nothing more frustrating than being kept waiting. Delays of any kind can impede decision- making, hold up production, and cost your customers both time and money. • If you don’t respond to voice and text messages or emails within an appropriate time it gives the image that you don’t care. Reality may be that you are very busy but the customer does not think that. They just feel ignored. Even if you don’t have an immediate answer for your client, a courtesy call/text/email back to acknowledge that you received your customer’s query and that you’re working on an answer or a solution can go a long way toward making the customer feel that you are being attentive to their needs. • Don’t promise to do something that is outside your capability just to “get the business”. It is always better to make sure the customer gets what they require even if that means you don’t make a sale. Your reputation as a caring customer oriented firm will be enhanced if you display this kind of professional generosity. • A surprising number of business websites don’t feature an actual email address or contact phone number. It is fine for the “contact us” page to provide an enquiry form onsite. However if this is the only way to make contact, it is very frustrating to the customer who wants personal responses. • Automated phone services are all well and good but a lot of people aren’t keen on them. Offer the ‘would you like to talk to a real person?’ option in your auto menu as quickly as possible after the call is picked up. • Being sent from one person to another only to be directed back to the person you first contacted is incredibly frustrating. Make sure your customers never get the “run around”. • Customers who are promised next day delivery, or anything that does not happen creates major frustrations. Particularly in the country it is important to be honest about delivery times because you are often at the mercy of postal services and couriers that may not operate with the same efficiency as you do.Provide Customer Service 21  ACTIVITY 6 Read the following bad customer service examples. The first story is provided as an example. The problem: A passenger on a flight with a major airline was getting dripped on by moisture leaking from overhead vents. He reported the incident to the stewardess who pointed out that all the vents in the last 2 rows had the same problem. The passenger asked the stewardess if she would report the incident, and she said it wasn’t necessary as the airline already knew about it and that the same condensation problem existed with the entire fleet. She told the passenger that putting in another report wouldn’t make any difference or get the problem fixed any more quickly. The customers reaction: The customer was annoyed by this response and also concerned about the mechanical quality and safety of every plane in the airline, especially the one he was in. What was inappropriate about the way the stewardess responded: The stewardess response was inappropriate because it implied that the airline: • ignored the needs of their customers • refused to confront problems, even when they were reported by their own staff • may not have a good maintenance system for the airline thus questioning safety issues How should the stewardess have responded: • acknowledge there was a problem and agree to submit a report with the airline’s main office as soon as possible • offer to move the passenger to another seat if possible or temporarily stop the dripping You are now given another example related to a faulty mobile phone. In the space provided list what actions should have been taken to provide good customer service . The problem: A customer purchased a new mobile phone from a reputable cell phone provider. Several months later, the phone started to malfunction and the customer sent the phone back to the company for service. The company stated that they would not replace the phone because it showed signs of corrosion on the battery. The customer reaction: The customer said that the phone had not been exposed to water, and subsequent calls to customer service were met with the ridiculous excuse that the corrosion was the result of normal exposure to air and that the company still would not replace it or fix the problem free of charge. What was inappropriate about the way the phone company responded: How should the phone company have responded:

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