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Excellence in Customer Service

In: Business and Management

Submitted By genialna69
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Excellence in customer service

Describe how consistent and reliable costumer service contributes to customer satisfaction.

1. Introduction

Every organisation have to consistently provide high level of customer service in order to meet customer needs and expectations. High level of customer satisfaction is very important to a business because satisfied customers are more likely to be loyal and make repeat orders and use wide range of services offered by business.

2. Explain consistency and reliability

Consistent and reliable customer service means offering the same standard all the time for all customers. Because customers expect consistent and reliable customer service most businesses take steps to ensure they provide the best possible service to guarantee customer satisfaction.

3. What is customer service?

Customer service is the ability of business to recognise and constantly meet its customer needs. To meet their needs every company should know who their customers are, know their needs and how to approach them. Customers are most important people for any organisation, they are the resource upon which the success of the business depends.
A good customer service can be recognised when a business provides very high standard of customer services activities , this include:

▪ Provide information ▪ Give advice and assistance ▪ Deal with returns, refunds and exchanges ▪ Make sure that the product range is available ▪ Provide after sale service ▪ Deal with complaints

In addition to that the good presentation and attitude of staff is essential.

4. Consistent and reliable customer service

a) Scope of the job role
Staff should know what they can and cannot do as part of their job, is important that staff don’t overstep their limits by making arrangements or promises that are…...

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