Communication in the customer service role Essay

Section 1 Understand methods of conversation with guests 1a) Use the tabular array below to line at least two unalike guest service situations and the antithetic methods of communication that would be needed in these situations.Situation Methods of communication1. IT section was doing a project over summer to upgrade some older PCs in around different de breakments. When Staff came back to work after break at that place was some complaints of no printers being connected and also lost documents The best methods of communication atomic number 18 in person and nerve-wracking to rectify the problems straight a way of life with written reporting to answerdesk software to avoid issues reoccurring. 2. node has bought an stage from catalogue or internet. But when it arrives He is non happy with the quality of the item. Because he clear not find returns procedure, he needs to contact the store. The client has a choice to either write an netmail or call the store. Find out t he returns procedure and get RMA number, also to agree how much funds would be refunded.1b) Based on the entropy you have provided in the control panel above, outline why the different situations need different methods of communication. Different situations need different methods of communication to make verit satisfactory your customer knows that you tending and to show empathy to the current situation and customers problems if any. You need to plan the form of communication in copulation to the context, and pick up different audience and purpose. 2. In relation to your current validation (or one that you know well), comp permite the table below by listing at least three different examples of customer interaction and pose the most suitable communication method for each one.Customer interaction Communication method1. Customer calls to report a problem.Because he is already on the phone, the best is to deal with the situation straight away, fill politely arouse customer l og a craft on helpdesk while you tone at the issue, than call back customer with the fix.2. Customer Logs a strain on Helpdesk.Prioritise jobs on urgency, and fix them one by one, even if you post notcontact the customer make sure you update comments on each job so if customer go back to check, he can straight away know the progress.3. Customer comes in with the problem to your office.The best is to listen to customer, tell him you exit log a job together and after that go and have a look at the issue. If customer has to go back to his work in the ungenerous time, Ring them back with un update. 3. Complete the table below by identifying at least two advantages and at least two disadvantages of each communication method.Communication method Advantages DisadvantagesFace to face1. Seen body language2. You can demonstrate the fix1.You can be interrupted2. if customer decides to escalate an issue it can be humiliating In piece of music1. Written communication can be kept2. Facts c an be passed on without personal adjustments1.Letters are slower methods of communication than spoken2. there is no guarantee customer received itVia telephone 1. subject Response2. No special tools required1.you cant see customer facial expressions2. You whitethorn still have to write to customer afterwards4. When responding to a customer query in writing, outline the content that could be included in a standard letter. When responding to a letter of complaint you should manner of speaking all of the areas raised by the customer in their letter. As an organization you need to show the concern, and let the customer know well-nigh the commitment to good customer service. Other thing are providing the position if what do you need to resolve the situation (information details about the complaint) You should also tell them what action has been or will be taken by the organization to resolve the situation. Let customer know that skilled person will deal with the matter personally, wi th job title detail at the end of the letter. 5a) let off what is meant by the term active listening.Active listening is about engagingwith the person speaking, in order to understand them. Making sure that we do not disturb in any way the person speaking, but also we appear to be listening and not do anything else in the mean time. Also we keep an Eye contact with other person, nodding or agreeing with person at hold moments. 5b) Why is active listening important when dealing with customers? Active listening is important when dealing with customers because it helps you to coif sure customers sense good after they leave the conversation. Check that youve got all the facts, and correct any errors. win further sales opportunities.Properly communicate any message.Remain calm, friendly and polite with the customer.Stay move to communicate with that customer in the future. Support organisational effectiveness and customer relations.6. Use the table below to pick out the standard g reetings of three different organisations and how these greetings impact on customers.Organisation Standard greeting Impact on customersCharity Shop, coffee shopFace to Face What you snap has an impact are you required to wear a uniform or badge? How you sound has an impact its important to be polite. Your facial expression has an impact do you look sullen or approachable? Do you look good and presentable?Hows your body language? Is it negative with folded arms, or is it positive with an open posture? Smiles and acknowledgements fulfil guests needs for attention. Call centreTelephone How you sound has a make-or-break impact If you sound tired or disengaged, the customer will pick up on this. If you sound enthusiastic and pleasant, the customer is likely to feel more at ease. Smiling as you pick up the phone may improve how you sound. Its important to be polite.Your appearance is not as important but your manners are fling assistance and listen and respond where appropriate. S upermarketsBoards Impersonal, some people might not notice is. Good when there are a lotof customers. Customers feel welcomed without being disturbed. Section 2 Understand how to grapple customer service information 1. Explain what information may be held about customers by an organisation. Organisation can hold different types of data to provide an improved personalised service. WHO essential info like name, sexual practice email address and telephone number, also sometimes customers address, date of birth and ethnic background. HISTORY training concerning a customers transaction history with the organisation may include when and how they bought products or use services in the past.For example, did they pervert products online, by phone or in person? PREFERENCES Information about customer likes and needs and sometimes interests is essential to an organisation trying to understand exactly why customers buy or use the product or service on offer. 2. Outline at least two examp les of ways in which customer information can be kept secure and confidential. COMPUTER certification One of the ways which organisation can practice to keep customer information secure and confidential. To implement computer security department organisation needs to Implement a firewallInstall Antivirus, anti spyware and anti malware persist your software up to date with latest patchesImplement folder security with access to files by job description Implement IT usage policiesImplement password policiesImplement Backup and secure storage for it ready format all drives before disposingOFFICE SECURITY Steps needed to take to ensure the security and confidentiality of customer information in the officeEnsure physical security to the buildingImplement info protection policies with Data protection officer Make sure all confidential documents are ruptureWhen sending information to outside recipients double check it going to right people3. In relation to your current organisation ( or one that you are familiar with) Give at least two examples of information about the organisation thatshould not be disclosed to customers. 1. Any details of and pending investigations and proceedings against college.2. personalised data of staff and students.Explain why this information should not be disclosed to customers and the implications on the organisation if it is. 1. It could impair the effective conduct of public affairs, it could ruined the public image. 2. Personal data should never be disclosed to other customers or the general public because its protected by the Data resistance Act 1998. The implication is of course ICO enforcement and financial penalties.Section 3 Understand how to work as part of a team to provide effective customer service 1. In relation to your current customer service role (or one that you are interested in doing in the future), what are the limits of this role when delivering customer service (e.g. what are you able to deal with as part of this role and what situations would you be unable to handle without assistance from others)? I am IT Services engineer, product specialist. My Job role is to develop good running(a) network for apple hardware, but also work with other engineers to maintain current systems.Answer customer queries and fix problems. If customer hardware is broken beyond repair, the only thing I can do is tell customer to request replacement, I can not promise that we will be able to do it. If repair is out of my hands I help customer to log/ update job on helpdesk and make sure the right engineer knows its been booked for him. That helps keep customer expectations at the level we can satisfy them. 2. If you were faced with a customer query outside of your individual responsibility, what sources of help would be available to you? Identify them below. Other engineers (specialities)