Communication in the customer service role Essay

divide 1 Understand methods of colloquy with clients 1a) Use the remit below to compendium at to the lowest degree two antithetical guest assistant situations and the different methods of communication that would be plop uped in these situations.Situation Methods of communication1. IT discussion section was doing a project over summer to upgrade some fourth-year PCs in around different departments. When Staff came rearward to work after break there was some complaints of no printers worldness connected and also lost documents The best methods of communication be in some champion and trying to rectify the problems straight extraneous with written insurance coverage to military servicedesk software to avoid issues reoccurring. 2. node has bought an item from catalogue or internet. But when it arrives He is not happy with the quality of the item. Because he muckle not find returns procedure, he needs to contact the store. The client has a choice to either salv age an email or call the store. bring out the returns procedure and get RMA number, also to agree how much bullion would be refunded.1b) Based on the learning you have provided in the sidestep above, abstract why the different situations need different methods of communication. Different situations need different methods of communication to subscribe to sure your client effs that you care and to try out empathy to the watercourse situation and customers problems if both. You need to plan the form of communication in relation to the context, and consider different audience and purpose. 2. In relation to your sure composition (or atomic number 53 that you know well), complete the table below by listing at least three different examples of customer fundamental interaction and identify the most suitable communication method for each one.Customer interaction Communication method1. Customer calls to report a problem.Because he is already on the headphone, the best is to deal with the situation straight away, aim politely can customer log a job on helpdesk while you look at the issue, than call butt customer with the arrive at.2. Customer Logs a job on Helpdesk.Prioritise jobs on urgency, and fix them one by one, even if you can 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, ordinate him you will 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 mean 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 Disadvantages exhibit to position1. Seen body language2. You can demonstrate the fix1.You can be interrupted2. if customer decides to escalate an issue it can be mortify In writing1. Written communication can be unploughed2. Facts can be passed on without personal adjustments1.Letters are slower methods of communication than spoken2. there is no guarantee customer received itVia ring 1. Instance Response2. No special tools required1.you cant see customer facial expressions2. You may still have to write to customer afterwards4. When responding to a customer head in writing, outline the content that could be included in a standard letter. When responding to a letter of complaint you should address 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 about the commitment to good customer utility. separate subject are providing the detail if what do you need to resolve the situation (in set upion expand about the complaint) You should also tell them what action has been or will be burgeon forthn by the organization to resolve the situation. Let customer know that com petent person will deal with the matter personally, with job cognomen detail at the end of the letter. 5a) Explain what is meant by the term alive(p) listening.Active listening is about engagingwith the person speaking, in order to understand them. Making sure that we do not perturb in any way the person speaking, but also we count to be listening and not do anything else in the mean time. excessively we intimidate an Eye contact with other person, nodding or agreeing with person at appropriate moments. 5b) Why is active listening all important(p) when dealing with customers? Active listening is important when dealing with customers because it helps you to Make sure customers quality good after they leave the conversation. Check that youve got all the facts, and correct any errors. Encourage further sales opportunities.Properly communicate any message. live calm, friendly and polite with the customer.Stay motivated to communicate with that customer in the future. Support org anisational effectiveness and customer relations.6. Use the table below to recognize the standard greetings of three different organisations and how these greetings impact on customers. governing standardised greeting Impact on customersCharity Shop, coffee shopFace to Face What you wear 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 coloured or approachable? Do you look tidy and presentable?Hows your body language? Is it negative with folded arms, or is it positive with an open set? Smiles and acknowledgements meet 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 find oneself more at ease. Smiling as you pick up the phone may improve how you sound. Its important to be polite.Your appear ance is not as important but your manners are offer avail and listen and respond where appropriate. SupermarketsBoards Impersonal, some people might not chance upon is. Good when there are a lotof customers. Customers feel welcomed without being disturbed. Section 2 Understand how to handle customer service learning 1. Explain what information may be held about customers by an organisation. Organisation can hold different types of information to provide an improved personalise service. WHO essential info like name, gender email address and call off number, also sometimes customers address, date of birth and ethnic background. HISTORY nurture concerning a customers transaction history with the organisation may include when and how they bought products or used services in the past.For example, did they buy products online, by phone or in person? PREFERENCES Information about customer likes and needs and sometimes interests is essential to an organisation trying to understa nd merely why customers buy or use the product or service on offer. 2. Outline at least two examples of ways in which customer information can be kept secure and confidential. data processor SECURITY One of the ways which organisation can implement to keep customer information secure and confidential. To implement computer protective cover organisation needs to give a firewallInstall Antivirus, anti spyware and anti malware conceal 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 itSecure format all drives before disposingOFFICE SECURITY Steps needed to take to ensure the security and confidentiality of customer information in the office check physical security to the buildingImplement information protection policies with Data protection officer Make sure all confidential documents are shreddedWhen sending information to ou tside recipients double check it press release 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 lucubrate of and pending investigations and proceedings against college.2. Personal data of staff and students.Explain why this information should not be disclosed to customers and the discounts on the organisation if it is. 1. It could cosset the effective conduct of overt 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 Protection 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 enjoyment (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 serve engineer, product specialist. My Job role is to develop good working net income 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)