The company now has 4 websites with a database that exceeds 300,000 active customers; we can recess up to 200 per day and have a team of 8 people. Jewel was formed to provide affordable jewelry and accessories to everyone out there. List basic principles associated with good customer care The customer is always right; don’t ever argue with a customer this will lead to unhappiness. If this is a matter out of control don’t ever hesitate to ask for assistance from a superior.
Always answer the phone; never ignore an incoming call to a company phone. This is important as customers sense that the company is not willing to assist. If necessary get a forwarding service or a call team who will always be on hand to answer calls. Don’t make promises you can’t keep, if a customer requires your help then don’t make promises that may be out of your reach this will not only disappoint the customer but could lead them to lose faith and interest in the company.
Listen to your customers, always let your customer talk and show him that you are listening by making the appropriate responses, such as suggesting how to solve the problem. Deal with complaints, complaints are sometimes hard to deal with but if show interest in your customer it could quite well lead to them changing their opinion on the company which could position the company to EPA the benefits of good customer service.
Be helpful, if a customer feels like they have been helped with any needs they may have this could potentially draw the customer back to you, along with any one they may have spread the word to. Outline company’s customer care policy Our primary aim here at Jewel First is to provide customers with the very best level of service that can be expected. Our goal is your complete satisfaction and to achieve this we are committed to our Customer Care Policy for all jobs regardless of size. Deal with customers honestly, fairly and politely.
Be trustworthy and reliable and respect confidentiality. Consider the customer’s needs and environment and provide the appropriate care. Keep appointments on time and respond quickly and in a helpful manner. Arrive and finish at the agreed times. Look professional, wearing the appropriate clothing, which should always be clean and presentable. Always be efficient and effective to ensure best value for the customer. Always deliver what we say we will, with minimum disruption. Meet our deadlines and keep the customer informed of progress.
When we cannot provide exactly what someone wants, be innovative and suggest alternatives. Apologies if things go wrong and do our best to put things right. Listen to feedback, act on it and respond, Keep customers informed of new and improved services available. Explain the benefits of an organization having good customer service standards Providing good customer service can reek benefits for all companies such as; Repeat business- if customers are satisfied they are sure to return as they feel welcomed and comfortable with your site.
This can be achieved by simply sending a thank you email after a purchase. Business reputation- customer often talk about their experience when dealing with businesses whether good or bad especially more now as online forum are popular to tell the world bout your experience. By delivering good customer service you are making use of the most effective marketing tool Word of Mouth’. Customers will be happy to tell friends, friends or forums how well you have taken care of them resulting in additional advertising for you at no cost.
Combating High Prices- most small business today cannot financially keep up with the bigger companies ‘price-match scheme’ but if you provide excellent friendly customer service your making the customer feel appreciated and noticed which they tend not to feel when dealing with large companies which will mean they would much rather prefer to feel this way and pay a little extra than be just a number on a figures sheet with a big company. Creating niche- In time customers will often complain about lack of seen,’ice or feeling like they mean nothing to a company, providing excellent customer service can set you ahead of your competitors.
By emphasizing customer service your marketing strategy and then backing it up, you will set yourself apart from companies that don’t deliver on their promises. This would create a sense of uniqueness about your company. The above benefits can have a great impact for any many as you will increase sales but if you don’t have good customer service this will still have an impact but not a good one as you will see sales drop and customers leave your company to deal with a competitor or another company who can deliver good customer service.
Outline common barriers of good customer care There can be many different barriers of good customer service for example; Caring culture- If the workplace climate is one where customers are not cared for, where staff doesn’t care about their work, or if the environment is empowering, staff will under-deliver whenever presented with a customer revive case. To prevent this ensure the workplace is always positive, challenging and empowering. Poor accountability- if staff is not held accountable for customer service there will be no reason for staff to try harder to make customers happy.
To help fix this you can put survey systems in place, have a name service on your till systems which will identify which employee dealt with each customer, then give the customer chance to rate their service giving the name of the person who dealt with them. You can check the customer feedback every month and improve with the correct member of staff if needed. Undercooked/Ovenbird Staff- both can have huge impacts on the business if staff are undercooked they will feel less challenged, under-appreciated or unimportant.
The solution is to ensure staffs have an adequate amount of work. Challenge and stretch the staff but don’t demand or expect the impossible as this could lead to staff feeling overworked. Overworking staff can become barriers of good customer service as they may become tired which can cause short-tempers with a lot of people this could result in them not having the correct manor with customers, also if they are over worked they may not have adequate time to deal With customers which means they will not give them the correct quality of customer care and they leave customers unsatisfied.
Describe examples of good practice in customer care As we are n online company only we never had one to one customer experiences, our customer service has to done via telephone. We always answer the phone with a smile, although the customer doesn’t see this it is still a big part of our policy if you answer a call happy you will give a positive vibe to the customer. Every phone call is answer by giving the company name and also informed who they are speaking to this is so the customer feels elected. We also sit up straight in our chair again the customer may not see this but it is still important.
If the phone is to ring during a task we always stop what we are doing to give the customer 100% of our attention, this keeps the mind clear so you can take in exactly what they are asking. We try to keep putting our customers on hold to a minimum we keep a track of how long a customer is on hold and we limit it to 10 minutes in any one day this enables customers to feel fully satisfied and not like they just pushed to the back of the queue. Every employee is fully trained and assisted with any phone all for the first 3 months of their working career with us this is to make our employees feel comfortable answering any call.
If we by chance receive a phone call from a difficult customer we try to assess the situation very quickly and make a judgment whether a team leader or manager needs to be involved. At all times in the office there must be a team leader or manager available this is to be on hand for difficult phone calls or if a customer requests to speak to either. All staff are to speak slowly and clearly so the customer can fully understand. We also ask at the end of every telephone investigation if there is anything else they require and always thank them for their call.
Describe the difference between internal and external customer s External customers are the people that you usually think of when you use the expression ‘customers’. They are the visitors that buy in shops, visit the attractions, the guests that stay in hotels, the diners that eat in restaurants. They are called ‘external customers’ because they come from outside the business you work for. They bring in all the revenue that keeps such companies afloat. People who work in the industry spend most of their time ring to ensure that this type of customer has an enjoyable experience.
The ultimate goal is to ensure that the external customer is so happy that they return to your business again, and tell others just how good it is. As well as dealing with your external customers, you also need to recognize the importance of your internal customers. These are the people that work within your organization, maybe directly with you or in another department. They may also include people in other organizations that work with your organization to provide your products or services. Internal customers are ass to overlook, take for granted, and generally not treat as well as external customers.
However, the employees of any organization are a key factor in facilitating its success and should be treated well and with respect. By following a few simple rules you can help create a positive and productive working environment where staff morale is high. Internal customer care should enable you to work as a team. A successful team will be more efficient. To help to make sure that a company works together as a whole, information should be shared between departments, with regular communication between employees.
So for example an external customer is the lady that called this afternoon to purchase a bracelet for her daughter, an internal customer is Kathy the receptionist for the company. Identify the needs and expectations of a customer There are many needs for customers such as; Friendliness- is the most basic of all customers’ needs, usually associated with being greeted graciously and with warmth. Understanding and empathy- Customers need to feel that the service person understands and appreciates their circumstances and feelings without criticism or judgment. Fairness -We all need to feel we are being treated fairly.
Customers get very annoyed and defensive when they feel they are subject to any class distinctions. Control- Control represents the customers’ need to feel they have an impact on the way things turn out. Our ability to meet this need for them comes from our own willingness to say ‘yes’ much more than we say ‘no. ‘ Options and alternatives-customers need to feel that other avenues are available to getting what they want accomplished. They realize that they may be charting unknown territory, and they depend on us to be ‘in the know and provide them with the ‘inside scoop’. Information-‘Tell me, show me – everything!
Customers need to be educated and informed about our products and services, and they don’t want us leaving anything out. There are also many expectations for customers for example; Fast, efficient and accurate service High quality products at a competitive price Friendly, helpful service staff to provide information and answer questions Prompt responses to their inquiries, whether online, by phone or in person Sufficient stock to meet their needs without long waits A trained staff that can handle their questions without referring them on A clean facility or easy to navigate website
Explain why it is important to meet or exceed customer expectations It is important to meet or exceed customer expectations because this can differentiates you from your competition, your prices and product may be the same, your business hours and location may be the same but if you go the extra mile to meet or exceed customer expectations will make you stand out from other businesses. It can also create loyal customers, every companies goal should be to gain as many loyal customers as possible, if you exceed their expectations on a regular basis this is the best way to satisfy them and retain their loyalty.
If your customer service experience exceeds expectations that are a powerful reason for them to tell family and friends about a company’s service, a lot of people trust personal recommendations and are more likely to a new business rather than go through the streets of shopping around for better prices. Explain how to effectively deal with complaints in own area of responsibility To deal with complaints effectively you can use the following; Quick thinking: Once you receive a complaint, don’t leave it.
Reply to the letter, email, phone call, blob post or tweet as soon as possible, no matter how outrageous you might think it is. Observe and take note: Try and be open-minded and understanding about the situation. Write down anything you feel is important and ask questions. Make an apology: Regardless of your opinion, offering some form of apology can help. While in some cases it may not be legally advisable to apologies, you can still say ‘I’m sorry you feel that way, ‘I’m sorry that wasn’t our intention’, or ‘I am sorry for your inconvenience’.
This shows your sympathy and may help to calm the situation. Be composed: In high stress situations it’s easy to become irritable, but if you allow this to happen you might say something you regret which loud have repercussions for the business. If find yourself becoming irritated, suggest that you’ll call the client back and try to take some time out for yourself to calm down. Be positive: Try and take an optimistic approach to the problem and focus on what you can do to help rather than what you can’t do.
Think of your business: Whilst you are dealing with a complaint, show genuine concern. This could help turn the situation into a positive outcome, helping with future business dealings and ultimately aiding your reputation as a company. Communicate regularly: Keep your client in the know if the robber cannot be solved straight away. They will only become irritated if they don’t know what’s happening, so stay in contact and explain how you’re tackling the problem. Own the problem: If the problem is yours, take responsibility for it solve it as best you can.
If it’s not down to you, find out who is involved and make sure you delegate it properly so that all parties know who is responsible for correcting it. As the first point of contact, the client or customer will be looking to you for answers, so make sure you address that straight away and don’t just leave them hanging on. Discover the seasons: As well as solving the problem in the here and now, it’s important to understand why the problem happened so it can be avoided in the future. Make a note of lessons learnt and see whatnot can do to change your processes to ensure it doesn’t happen again.
Serious complaints: If you’ve tried to resolve the problem without success, it might be time to call in a third party such as a legal adviser who can offer more impartial advice and a new perspective on the problem. Describe how to deal with difficult customer(s) behavior Here at Jewel First have seven simple steps to follow when dealing with official customers; Adjust your mind set- when you’re aware your clients UN- happy, your first priority must be to put yourself their mind-set.
All that matters when you realism your customer is upset is that it is up to you to solve the problem so adjust your mind-set so you’re giving a 100% focus to your client and the current situation Listen Actively-the most important step in the whole process is to listen actively to what your customer is saying, they want to be heard and air their grievances. Resist the temptation to try to solve the situation right away, or to jump to conclusions about what happened. Instead, let your customer tell you their story. As their talking don’t plan out what you’re going to say when their done – this isn’t active listening.
Repeat their concerns- Once he’s had time to explain why they’re upset, repeat their concerns so you’re sure that you’re addressing the right issue. If you need to, ask questions to make sure that you’ve identified the problem correctly. Use calm, objective wording. F-or example, “As understand it, you are, quite rightly, upset because we didn’t deliver the samples that we promised you last week. ” Repeating the problem shows the customer you were listening, which can help lower their anger and stress levels. More than this, it helps you agree on the problem that needs to be solved.
Be Empathic and apologize- Once you’re sure that you understand your client’s concerns, be empathic. Show them you understand why their upset. And, make sure that your body language also communicates this understanding and empathy. For example, you could say, “l understand why you’re upset. I would be too. I’m very sorry that we didn’t get the samples to you on time, especially since it’s caused these problems. ” Present a solution- Now you need to present them with a solution. There are two ways to do this. If you feel that you know what will make your customer happy, tell he/she how you’d like to correct the situation.
If you’re not sure you know what your client wants from you, or if they resist your proposed solution, then give them the power to resolve things. Ask them to identify what will make them happy. Take Action and follow-up- Once you’ve both agreed on a solution, you need to take action immediately. Explain every step that you’re going to take to fix the problem to your customer. If they have contacted you by phone, make sure that they have your name and contact details. This gives them a feeling of control because they can get hold of you again if they needs to.
Once the situation has been resolved, follow up with your customer over the next few days to make sure that they are happy with the resolution. Whenever you can, go above and beyond they expectations. For instance, you could send them a gift certificate, give them a great discount on their next purchase, or send them a hand-written apology. Use the feedback- Your last step is to reduce the risk of the situation happening again. If you haven’t already done so, identify how the problem started in the first place. Once you find the root of the problem make sure it’s fixed immediately.
Also, ensure that you’re managing complaints and feedback effectively, so that you can improve that way that you do things. Explain the importance of customer feedback Receiving customer feedback enables a company to correct any issues or concerns customers may have with the company’s products and its services. When customers provide feedback, a company is able to save money, time and improve relationships with customers. A dissatisfied customer may tell five or six other people about their bad experience, which could harm your Meany’s reputation and have an effect on sales and profits. Feedback allows you to correct these problems.
Some customers will not tell you they are unhappy with your product or service; they will just stop doing business with you. A situation such as this can be avoided when feedback is requested. This allows you to correct product deficiencies and inefficiencies. When you receive feedback from customers, it can help management make decisions about a product or service. This can also help determine if a product should be discontinued and a new product be manufactured and brought to the market. When you get customer feedback, it allows you to better understand your customers’ needs and concerns.
