3 Describe the role of the organization in relation to customer service
The organization's role is to ensure
the employees know what must be done and how it must be done at all times, in terms of satisfying, pleasing and ensuring the customers return. The organization is to ensure the provision of the service to customers before, during and after.
4 Identify the characteristics and benefits of excellent customer service
Benefits and Characteristics
include : Customer loyalty Increased sales Customer Satisfaction Increase brand/organization recognition Referrals Builds positive relationships 5 Give examples of internal and external customers in the industries
• Internal customers are colleagues and • External customers are more likely to departments within the organization. be customers , users and They participate in the business by being stakeholders. External customers are part of it. These are those who sees the people or organizations that buy what company mainly as a provider of an individual or an organization sells. something they buy.
Examples of Internal Customers : • Information Technology • Human Resources • Facility Management 6 Describe the importance of product knowledge and sales to organizational success
Product knowledge is an essential
sales skill. Knowing and understanding your product features allows you to present their benefits accurately and persuasively. Customers respond to enthusiastic sales staff who are passionate about their products and are eager to share the benefits with them. 7 Describe the importance of organizational procedures for customer service Better quality service.
When employees follow
procedures they perform tasks correctly and provide consistent customer service. This enhances the quality of the organization products and services.
8 Task 2 Presented by: Hananiah Jules
9 Identify the benefits of excellent customer service for the individual
Stronger relationships can be built
with the customers Cultivating loyal customers for long term benefits and profits Internal job promotion or salary increase Gain recognition from co-workers and higher authority Builds self-confidence, motivation and dedication to work Increases job satisfaction 10 Describe the importance of positive attitude, behaviour and motivation in providing excellent customer service
Create a positive and uplifting first impression
(remember: First impression lasts the longest A warm smile, eye contact and positive demeanor will lend to better customer satisfaction Creates a pleasant and welcoming environment Makes customers feel valued and appreciated Builds a strong, long-lasting relationships with customers A respectful attitude increases likelihood of customers returning 11 Describe the importance of personal presentation within the industries
Dressing professionally will
increase your self-confidence Impress and attract customers by creating a positive long lasting impression Compliance with health and safety standards and job requirements Gain respect in the workplace Maintaining a good image and reputation for the organization 12 Explain the importance of using appropriate types of communication
The two types of communication are verbal e.g. face to face or via telephone and non-verbal e.g. written or body language. Depending on the situation, the employee needs to determine which style is appropriate and adapt appropriately. At times, a combination of both may be used. For example, at a restaurant a menu is provided to the customer in addition to recommendations being made by the server. Using the appropriate communication types is important because it: Increase efficiency, effectiveness, productivity and overall satisfaction Prevent problems which may arise and resolve existing problems by meeting a mutual understanding Diffuse high tension situations Allows individuals to make well informed decisions Meet the needs of the customer Nb. no matter what communication style is used, it must be appropriate for the situation and easy to be understood. Non-verbal and verbal communication must not contradict each other. Rather, they 13must complement each other e.g. asking a customer which drink they prefer can be reinforced with active listening for the response and a smile Describe the importance of effective listening skills
Allows you to meet the
customer’s specific needs Enables quick and efficient service Build stronger relationships with customer Make the customer feel valued Better retention of information given by customer 14 A few tips to increase customer service in a restaurant 15 Task 3 Presented by: Kadia Marthurin
16 Identify what is meant by customer needs and expectations in the industry
Customer Needs Customer Expectations Customer needs are the things Customer expectations is what the customer that customers require when purchasing a expects to get from the company. product or service. Customer generally expect a high level of You identify the needs by asking for service feedback from the customers. Correct and reliable information Information related to goods and services Value for their money e.g. price, availability Assistance when necessary (e.g. opening Adequate guidance e.g. directions to doors, directions to table/room) washroom, parking lot etc. Products and services which are reliable Health, safety and security need to be provided by all businesses Recommendations to make better decisions 17 Meeting customers needs and expectations 18 Identify the importance of anticipating and responding to varying customers needs and expectations
When u anticipate a customer’s needs
and expectations you must be prepared to meet their needs in advance, and to meet their expectations without they telling them to you. This is important because it: Improves workflow Develops customer loyalty Increases likelihood of customers returning to establishment 19 • Availability of amenities 20 • Location/ accessibility • Reviews/ ratings e.g. customers are more likely to visit a hotel with a 5 star rating . • Whether the organization has a god or bad reputation • Price of goods and services . • Quality of service received from previous visits • Communicating with the customers about the business, letting them know about the . products and how it can be a benefit to them and others, and motivating them to buy. Other influencing factors include: choice of products and services. Describe the factor that influences the customers Describe the importance of meeting and exceeding customer expectations
This provides a better customer
experience Builds a good image and reputation for the business Increases the likelihood of customers returning Sales and profitability as well as value of products and services increases 21 Describe the importance of dealing with complaints in a positive manner.
Dealing with complaints in a positive manner can provide a
friendly and helpful impact in the company. Therefore the customer will be satisfied and the company profitability will increase. Additionally, it can: Clarify misunderstandings Diffuse negative or high tension situations and create a more peaceful environment Leave a good and positive impression of the business and staff Reduces loss of customers and sales
22 Explain the importance of complaint handling procedures.
Complaint handling procedure is important to the company to give the customer
confidence in the business, and can help learn from their mistakes. Each complaint should be dealt with utmost respect and must be done fairly and at the earliest convenience. The solutions provided must be individualized to the customer. A positive attitude must be maintained at all times. Handling situations in this manner will build better relations with customers.
23 Short reflection on our contribution to the group assignment
Ishia Biscette: The task that I worked on, was mainly about the basic roles the organization plays when it comes to customer service. The organizational structure and procedures in terms of customer service. With this knowledge, I am more receptive about the organization and it's roles.
Hananiah Jules: The task that I covered reinforced the importance of good customer service, effective communication and presentation in my mind. It left no doubt that without good customer service, relations and interaction, a business cannot thrive. I hope to retain this lesson with me through my career and impart it to my colleagues likewise.
Kadia Mathurin: The task that I did was about customer needs and expectations and dealing with complaints in the workplace. With this task I've learnt a lot more and will use this in the near future. 24 THANK YOU!
