Online Tutoring on Customer Service Guide
Section 1
- My current organization is analyzed against key services in customer service guide in the following ways:
Products & services information
We have been providing clear information to the customers so that there is no lack of clarity on their part with respect to our offerings. However, there has been some misunderstanding with the customers as they could not comprehend some information given to them (Selden 1998).
Counter & face-to-face service
A counter and face-to-face service has been provided to help the customers meeting their needs. However, face-to-face interaction requires experienced dealing with the matters. Sometimes we hired inexperienced staff dealing with the customers with resultant dissatisfaction of the customers (Solomon 2010).
Telephone service
This is a quick and accurate service by answering the customers’ enquiries over the phone. However, there have been complaints by the certain customers that they don’t get connection to our phone number (Dall & Bailine 2004).
Taking customers’ orders
We always strive to make the customers purchase of our products as easy as possible by taking and processing orders of the customers placed with us. However, sometimes the customers wrongly fill up the form making the purchase experience a hassle prone one (Dall & Bailine 2004).
Follow-up documentation
The timely and relevant follow ups are carried out by providing the follow up information to the customers that they require. However, there are instances of misses as well leading to the customers calling up asking for the information that had been promised to them (Morgan & Hunt 1994).
Billing and managing payments
We always strive to make customers easy to pay. We take customers payments for the products they have purchased or the services rendered to them. However, there had been instances, where wrong bill is given to the customers who queried about the bills (Mendzela 1999).
Visiting the customer
We have taken pains in adding value to the customers’ experiences visiting the customers’ premises that involves them. However, there have been times, when our customer service executive arrived late to the customer premises. To aggravate the matter, the executive didn’t even call the customer to inform him/her about his late arrival (Mendzela 1999).
Making repairs
The repairs are done on time and the problems are fixed in the first time. All repairing activities are done on the behalf of the customers (Oliver 1999).
Handling complaints
We have been consistently converting the complaints to compliments by readily addressing the customer complaints and taking necessary steps to deal with them promptly and efficiently (Oliver 1999).
Managing the service culture
Ours is a customer focused business that ensures my business is possessed with a service culture being focused on the customer. However, sometimes there are issues where there has been confusion on the part of our employees that they couldn’t understand the requirement of the customers (Oliver 1999).
- Recommendations
Products & services information
The information should be imparted very clearly, in simple language and in the user friendly mode. There should be pictures and diagrams in the information provided to avoid any sort of misunderstanding with the customers (Selden 1998).
Counter & face-to-face service
It should be a policy for the organization to hire only experienced staff with respect to the hiring of the customer service executives so that there is no dissatisfaction among the customers (Solomon 2010).
Telephone service
The best telephone service provider should be engaged. In case the service invoked complaint from the customers, immediate and necessary steps should be taken to fix the problem including changing the telephone company (Dall & Bailine 2004).
Taking customers’ orders
The forms should be made as digital as possible, so that if the customer wrongly fills up the form, he/she can get immediate notification. Moreover, the counter executives should always help the customers filling up the form. In case, our executives visit the customer premises, he/she should carry the form and the help the customers filling up the form properly (Dall & Bailine 2004).
Follow-up documentation
The supervisor should ensure that all follow up information is provided to the customers, without fail. There should be high level of efficiency in supplying follow up information to the customers without giving any scope for complaints (Morgan & Hunt 1994).
Billing and managing payments
The taking of the payments from the customers for the products purchased or the service taken should be error free. The appropriate training and development should be imparted to the executives taking the payments so that the error is minimized. The supervisors should be imparted training as well so that they can foresee effectively of the process of taking payments from the customers (Mendzela 1999).
Visiting the customer
The proper training and development and coaching should be provided to the executives so that they maintain proper decorum with the customers, such as, arriving at time and in case of emergency, the customers should be notified before. The supervisors should ensure that this decorum is maintained with respect to the customers (Mendzela 1999).
Making repairs
The repairs are done properly in our organization and so far there hasn’t been any room for complaints. However, the quality of our repairs should be maintained with right recruitment of the technical staff, measures taken to increase their motivations, precisions and performance (Oliver 1999).
Handling complaints
We should continue converting complaints to compliments. High level of efficiency is required for that and can be achieved through supervision, training and development, and monitoring by the supervisors (Oliver 1999).
Managing the service culture
Ours is a customer focused business and should remain so. Highly intelligent, sharp and experienced customer service executives should be recruited so that there is no disconnect between them and the customers. Proper coaching, training and development and effective supervision is required so that it is achieved (Oliver 1999).
- Supporting staff related to their issues
Products & services information
There should be specialized staff that have proper credentials in terms of educational qualification and relevant experiences that would be assigned to supply information to the customers. In this way, the chance for misunderstanding with the customers can be minimized (Selden 1998).
Counter & face-to-face service
There can be various kinds of customers that executives of the face-to-face service have to deal with. Some customers can be difficult to deal with or are abrasive and abusive. In these situations, the senior staff of our company has to stand by our executives, if in the misunderstanding it is not their fault. If it is the fault of the executives, the senior managers has to step in to apologize to the customers and at the same time protecting the executives from the difficult situation (Solomon 2010).
Telephone service
The executives should be trained what to say if any customer complaints that they are not being able to contact the organization. They executives should apologize and provide them the information that they are in talk with the telephone company and the problem will soon be fixed (Dall & Bailine 2004).
Taking customers’ orders
The executives taking the processing orders should be provided with the effective training and development so that they can deal with wrong fill up of the form with ease. External trainers can be employed to impart the training so that the organization can save time and money (Dall & Bailine 2004).
Follow-up documentation
The executives who miss out in providing follow up information should be reminded at the right time by his supervisor to send the information to the customers. He is also motivated so that the chance of him missing can be minimized (Morgan & Hunt 1994).
Billing and managing payments
In case of occasional wrong bills provided to the customers or the customers querying about the bills, an honest reply should be provided followed by assurances that the issue would be fixed at the earliest. The supervisor should step in if the issue goes out of hand and mitigate the situation (Mendzela 1999).
Visiting the customer
If our executives are late in visiting the customers premises or fail to inform the customers about their late arrival, the supervisor or the manager should call up the client to the mitigate the situation (Oliver 1999).
Handling complaints
The executives handling the complaints are constantly motivated, trained and developed so that they continue turning the complaints to compliments (Oliver 1999).
Managing the service culture
Thorough and effective training and development is carried out so that the employees remain customer focused. The training and development and a right recruitment helps the employees avoid misunderstanding with the customers (Oliver 1999).
Section 2
Products & services information
The information should be imparted very clearly, in simple language and in the user friendly mode. There should be pictures and diagrams in the information provided to avoid any sort of misunderstanding with the customers (Selden 1998).
Counter & face-to-face service
It should be a policy for the organization to hire only experienced staff with respect to the hiring of the customer service executives so that there is no dissatisfaction among the customers (Solomon 2010).
Telephone service
The best telephone service provider should be engaged. In case the service invoked complaint from the customers, immediate and necessary steps should be taken to fix the problem including changing the telephone company (Dall & Bailine 2004).
Taking customers’ orders
The forms should be made as digital as possible, so that if the customer wrongly fills up the form, he/she can get immediate notification. Moreover, the counter executives should always help the customers filling up the form. In case, our executives visit the customer premises, he/she should carry the form and the help the customers filling up the form properly (Dall & Bailine 2004).
Follow-up documentation
The supervisor should ensure that all follow up information is provided to the customers, without fail. There should be high level of efficiency in supplying follow up information to the customers without giving any scope for complaints (Morgan & Hunt 1994).
Billing and managing payments
The taking of the payments from the customers for the products purchased or the service taken should be error free. The appropriate training and development should be imparted to the executives taking the payments so that the error is minimized. The supervisors should be imparted training as well so that they can foresee effectively of the process of taking payments from the customers (Mendzela 1999).
Visiting the customer
The proper training and development and coaching should be provided to the executives so that they maintain proper decorum with the customers, such as, arriving at time and in case of emergency, the customers should be notified before. The supervisors should ensure that this decorum is maintained with respect to the customers (Mendzela 1999).
Making repairs
The repairs are done properly in our organization and so far there hasn’t been any room for complaints. However, the quality of our repairs should be maintained with right recruitment of the technical staff, measures taken to increase their motivations, precisions and performance (Oliver 1999).
Handling complaints
We should continue converting complaints to compliments. High level of efficiency is required for that and can be achieved through supervision, training and development, and monitoring by the supervisors (Oliver 1999).
Managing the service culture
Ours is a customer focused business and should remain so. Highly intelligent, sharp and experienced customer service executives should be recruited so that there is no disconnect between them and the customers. Proper coaching, training and development and effective supervision is required so that it is achieved (Oliver 1999).
References:
- Dall, M. & Bailine, A. (2004)Service this: Winning the war against customer disservice (1st ed.). Last Chapter First.
- Mendzela, E. (1999) “Managing Customer Risk”, The CPA Journal, 69(6), pp. 12-32.
- Morgan, R. M. & Hunt, S.D. (1994) “The commitment-trust theory of relationship marketing”. Journal of Marketing, 58(3), pp. 20-38.
- Oliver, R. L. (1999) Whence Customer Loyalty. New York.: 63, pp. 31.
- Selden, P. H. (1998) “Sales Process Engineering: An Emerging Quality Application”.Quality Progress, pp. 59–63.
- Solomon, M. (2010)“Seven Keys to Building Customer Loyalty–and Company Profits”. Fast Company.
