Customer Service Essay -- Business Management Studies

Customer Service many a(prenominal) business judicatures have different definitions of client good. For example, according to the Chartered Institute ofMarketing, Customer Service is what your business delivers to progress to customer satisfaction. Another example is, according to the ACAGroup, Customer work is the ability of an organisation toconstantly and consistently give the customer what they indigence andneed.All business organisations need to make certain that their customers ar satisfied with the service they receive because customers are themost important demote of any successful organisations. Businesses suchas, Barclays aim to exceed customer aspect in order to ensurethat customers enjoy themselves, leave having enjoyed themselves andreturn in the coming future.Good customer service makes customers satisfied by fulfilling their demand first. Good customer service requires all(a) staff to placethemselves in the position of their customers. All staff should beaware o f how they would like to be treated if, they were a customer,and deal their customers, for that reason. All business organisationsshould complete the A.R.T. of abundant service, to carry out a goodcustomer serviceApproachable- An organisation mustiness create an open and friendlyenvironment that will lick customers to come in with self-assurance so that, their matter can be dealt with.R esponsive- All staff should take responsibility of their action.Customer service should be flexible and provide precise and honestinformation, at all times.Timely- All customer services provide their services accurately and efficiently to new and existing customers, at all times.The quest are the main(prenominal) activities of customer service Providing information Giving advice Providing assistance Providing credit facilities After-sales serviceProviding InformationThe type of information will depend on the production or service. Hereare some examples, is the wool jumper inflammable how much i s thatlaptop when can you deliver the double-sized bed, what after-salesfacilities do you provide? getting the correct answers to thesequestions depends on the product and service knowledge of the salesstaff, i.e. how well(p) they have been trained.Giving AdviceAdvice is more accurate than information because, it involves moredetail, great specialist knowledge and modified to t... ... For example, to be faithful to the customers3. Lost customers-For example, to bring forward dissatisfied customers to complain4. Employees- For example, to give staff training, to deal with complaints and problems quicklyWhen receiving a complaint from an unhappy customer, the business mustcarry out the following Listen to the customers story Ask for invoice/ reception to show date of purchase If customers is angry, report to a manager examine the productWhen dealing a complaint from an unhappy customer, the business mustcarry out the following Advise customers of their views such as, legal re quirements concur an offers to customer such as, refunds or replacements Give a receipt for products salvage on credit note any expiry dateMany businesses record customer complaints so that, they can reviewthe matter, and to improve its customer service. expand of individuallycomplaint can be recorded in several ways. For example, IKEA recordsall telephone complaints and directs them to the call centre atStockport. Details of each complaint can be recorded onto thecomputer. Also, details of each complaint can also be recorded ontothe Customer care Form.