Portfolio

● Communication skills used to establish rapport and build relationships

with customers in accordance with organisational requirements.

Firstly I will apologise to the customer for the bad service provided and will provide
him/her an assurance that the matter will be resolved as soon as possible.

● Identify customer needs using appropriate questioning and active listening

skills provide customer service in accordance with organisational
requirements.

Customer need the re-print of the images so for that I will be using the following skills as
accordance with

- Organisational standard requirements:

1. Listen and understand

Always listen to your customers. They have complained for a reason and it is important
to understand why they are complaining. Research has shown that customers care
more about quality than a fast response – Take time to listen and understand what their
problem is. To maintain quality from all support personnel, use a customer service
knowledge base

2. Apologizing
Don’t be afraid to apologize for a mistake. Many customers are simply looking for an
apology and acknowledgement of their complaint, yet so many businesses are hesitant
to admit when a mistake has been made.

3. Find a solution
When your customer has a legitimate complaint, you need to find the root cause and
solve It. Give your customer service team the authority to handle the majority of
customer complaints to avoid passing your customer onto a series of people and
managers. If the issue has been or can be repeated, make the necessary changes so
you do not receive another complaint.

4. Exceed Expectations
You have acknowledged the mistake, fixed the problem and followed up.
Now, it’s your chance to go one step further and exceed customer expectations,
whether this is to send a hand-written thank you note or to give the customer early
access to your new product features. In doing so, the next time your customer talks
about your business, this will be the message they communicate most!

So as per the above standards customer would be heard, as per the discussion we got
to know that customer had not provided HD image so thats why the printing was not
upto the mark so customer will be advised to provide HD image and to pay for it if he
want to reprint also to not disappoint customer we will offer 20% discount on the reprint.

● Respond to and record customer feedback and action taken according to

organisational standards, policies and procedure

The customer was happy with the discount offered though he suggested that we should
have check the quality of image and if it was not good than he/she should have been
informed to provide a better quality image.

So from now on any images or documents send for print the quality of sample will be
tested

● Produce a report which identifies and recommends ways to improve

service delivery.

- Actually listen to what your customer is trying to say to you

Let them finish their story. And above all – don’t become defensive. Prove that you were
listening by repeating back to them what you heard.
- Ask questions in a concerned and caring manner
Allow your customer the time to provide as much information as possible, and this way
you’ll more easily be able to understand their perspective. It’s certainly easier to ask
questions than it is to jump to conclusions.
- Put yourself in their shoes.
You’re the business owner (or staff member of the business) and your goal should be to
resolve any problems – not argue with your customers. The customer must know that
you’re on their side and that you understand their frustration.
- Apologize, but don’t blame anyone
If your customer understands you are indeed sorry for the inconvenience, that’s usually
enough to calm things down. So you don’t need to lay blame on another department or
another person. You just calmly say ‘I’m so sorry this happened’ or ‘I’m sorry about
that’.
‘What can we do that would be an acceptable solution to you?’
The customer may not know what their options are so have ready a couple of solutions
that may resolve the problem. This way you’re working together to find the most positive
solution.
- Resolve the problem quickly
And if you can’t, then find the person who can. Research suggests that complaining
customers prefer the staff member they’re speaking with to resolve their problem –
quickly. Once you start moving complaints up the chain of command they become more
complicated, more expensive to handle, and just add further frustration to the customer.

This is the perfect way to provide excellent customer service.