Procedures For Delivering Customer Service

One of the main values of any organization is to deliver excellent customer service. Henceforth, it is essential for the organization to deliver the best services to customers in order to retain them. However, some of the most important procedures for delivering customer service are elaborated as follows:

• Respond as quickly as needed because, as noted in the study by Ennew (2015), one of the biggest frustrations customers face is being put on hold. So, the organization should ensure that it does not leave customers waiting.
• Customers love personalization; therefore, great interaction begins by knowing the needs and wants of the customer.
• Think long-term for the customers, as it is essential to build a customer for life. However, it is possible by keeping the customer happy.

Interpersonal Skills That Are Required To Serve Customers

It is important for the organization to enhance the interpersonal skills of the employees in order to serve the customers. Thus, the required interpersonal skills are stated as follows:

1. Communication skills
2. Listening skills
3. Self-control
4. Conflict resolution
5. Empathy
6. Taking responsibility
7. Positivity
8. Humor

Policy And Procedures For Handling Customer Complaints

It is significantly important for the organization to implement the proper policies and procedures in order to handle customer complaints. However, the procedure for handling customer complaints is defined as follows:

• Thank the customers for bringing the problem into consideration and accept ownership of the problem by listening to the complaint carefully.
• Be calm, helpful, and cheerful about issues and do not take them personally.
• Record the complaint in detail and focus on the consequences and the action required to deal with the issue
• Make sure that all the relevant facts have been gathered effectively in order to take the issue seriously.
• Focus on the number of options in order to fix the problem and be quick and responsive to resolve the issue
• Lastly, following up with the customer is required to analyze customer satisfaction after the complaint has been handled.

Example To Consider

A case of Teachers’ Health Insurance is considered as an example. Teachers Health Insurance has been receiving a lot of complaints recently regarding the quality of its customer service. The manager has reviewed the complaints record over the past month and found various areas of dissatisfaction that need to be resolved in an effective and profound manner.

Nature Of The Complaint

The nature of the complaint is based on the following issues:

• The consultant has been facing the issue of explaining the policy details because customers found them very confusing.
• Nobody wants to be responsible for the customer’s account.
• The promises made by the sales staff in order to promote the policies have not been fulfilled.
• The office surroundings are not user-friendly

Steps To Resolve The Issue By Following Case Study Policies And Procedures

1. Record the complaint in detail and focus on the action consequences
2. Do not take it personally and think about the issue helpfully and cheerfully.
3. Thank customers for bringing the issue to our attention.
4. Focus on the number of options in order to fix the problem and be quick and responsive to resolve the issue

Recommendation

• It is recommended to survey customers for feedback
• Focus concisely on understanding customer satisfaction
• Keenly find out the reason why the case is failing
• Improve the services by amazing the customer
• Build customer relationships in order to retain the clients.

Plan Implementation

The implementation plan is based on the following procedure:

• Thank clients for bringing the issue under consideration and acknowledge ownership of the issue by listening to the complaint carefully.
• Be calm, accommodating, and cheerful about the issue, and do not take it personally.
• Record the complaint in detail and focus on the action required to resolve the issue.
• Make sure that all the significant facts have been gathered successfully so as to consider the issue important (Han, 2015).
• Focus on the available alternatives to settle the issue and be quick and responsive in resolving it.
• Follow up with the client to assess customer satisfaction after the complaint has been dealt with.

Monitoring Action And Progress

Monitoring the plan is needed to ensure the problem has been resolved according to the stated policies and procedures. The progress will determine the success of the implementation plan in an effective and efficient manner.

Part 2

The four examples of verifiable evidence that are used to review customer satisfaction are:

1. Survey the customer
2. Understand the expectation
3. Find out the falling point
4. Assess the competition

Question 2

Part 1

Organizational and legislative requirements may affect business operations

Organizational requirements incorporate the following:

1. The organization’s strategic plan
2. Policy documentation to focus on linguistic and cultural diversity.
3. Proper job description formation

Legislative requirements incorporate the following:

1. Ethical practices
2. Care guidelines representing access, equity, and confidentiality.
3. Guidelines for occupational safety and health

Part 2

How you deliver a service to customers

Prompt services are provided on the basis of the proper implementation plan that meets organizational and legislative requirements.

A rapport has been established with customers by means of effective communication.

Customer complaints are handled sensitively and courteously by providing a quick response to the issue.

Complete assistance is delivered to customers by focusing on the following:

• Record the complaint in detail and focus on the action outcomes.
• Do not take it personally and consider the issue supportively and calmly.
• Thank clients for bringing an issue to our attention.
• Focus on the available alternatives in order to settle the issue and be fast and responsive in resolving it.

The opportunities to promote and enhance customer service are:

• Improve the services by amazing the customer
• Build the customer relationship in order to retain the clients.
• Focus concisely on understanding customer satisfaction
• Keenly find out the reason why the case is failing

Part 3

Customer satisfaction with service is reviewed by means of assessing the competition, surveying the customer, and understanding the expectations.

The opportunities to promote and enhance customer service are:

1. Improve the service by amazing the customer.
2. Build the customer relationship in order to retain the customers.
3. Focus concisely on understanding customer satisfaction
4. Keenly find out the reason why the case is failing

Procedural aspects of service delivery monitoring are carried out by means of:

1. Proper evaluation process
2. Monitoring the issues
3. Identifying the cause
4. Defining the alternative
5. Action plan
6. Measuring the desired outcome

Customer feedback is evaluated in order to know about the circumstances and how quickly and responsively the information has been handled.

Recommendations

• It is recommended to survey customers for feedback
• Enhance service credibility
• Retain customers by providing complete satisfaction

Part 4

Interpersonal skills that are required to serve customers

It is important for the organization to enhance the interpersonal skills of the employees in order to serve the customers. The interpersonal skills required to serve the customers are stated as follows:

1. Communication skills
2. Listening skills
3. Self-control
4. Conflict resolution
5. Empathy
6. Taking responsibility
7. Positivity
8. Humor

These skills help the organization communicate effectively and efficiently with customers in order to analyze the situation and satisfy the customer by providing the best possible solution. This helps the organization retain its customers.

Question 3

A case of an unhappy customer

John stands up to greet one of his angry clients with a sweet smile on his face. The client was angry because John’s organization failed to make an on-time delivery. As a result of this, the client was not able to demonstrate products, and the client lost an important sale. John tries his best to cope with the situation but fails to do so, and the client leaves the organization in an angry mood, vowing not to work with John’s organization anymore (Blut, 2015).

Establishing effective communication and rapport

It is an important task for employees or managers to deal with an unhappy and angry client. It is never an easy task. However, in order to save the situation, it is required to know how to deal calmly with the situation and, more importantly, to communicate effectively to deal with the issue. It is important to deal with the difficult customer in a positive manner in order to maintain a better relationship with the client.

How to deal with an angry customer

John’s organization must incorporate the following techniques to satisfy the customer:

1. Adjust the mindset according to the stated scenario of the client in order to focus on the client and situation effectively.
2. It is essential to listen actively to what customers are complaining about in order to find an effective solution.
3. Be patient and handle the situation calmly. It will help to communicate effectively with the clients, and the stated problem will be resolved.
4. Be empathic towards the client and apologize for the inconvenience faced by the client for not having an on-time delivery.
5. Present a solution to the client by correcting the information.
6. After having an agreement on the solution, it’s time to take immediate action. For this concern, it is required to explain every single step in detail to the client about how the problem will be fixed.
7. Lastly, use the feedback strategy in order to minimize the risk of facing such a situation again.

Recommendations for improving service delivery

Some of the proposed recommendations are stated as follows:

It is always a challenging task to deal with difficult and angry customers. Therefore, it is recommended to handle the situation effectively. This is because handling the situation effectively will enable organizations to improve the relationship and also help to identify future opportunities.

It is recommended to listen actively, understand the problem, and work profoundly to solve the problem within a limited timeframe. For this purpose, it is recommended to stay empathic and cooperative in order to resolve the issue (Sengupta, 2015).

It is recommended that the organization make the client happy by specifying the solution. However, if the organization is not sure about fixing the situation, then it is the duty of the organization to communicate with the client by granting them the power to propose some solution to the existing problem.

It is recommended that the organization ensure the level of satisfaction among customers, and this is possible by keeping the customer happy with how precisely the situation has been resolved.

References

Blut, M., Frennea, C. M., Mittal, V., & Mothersbaugh, D. L. (2015). How procedural, financial and relational switching costs affect customer satisfaction, repurchase intentions, and repurchase behavior: A meta-analysis. International Journal of Research in Marketing, 32(2), 226-229.

Ennew, C. T., Binks, M. R., & Chiplin, B. (2015). Customer satisfaction and customer retention: An examination of small businesses and their banks in the UK. In Proceedings of the 1994 Academy of Marketing Science (AMS) Annual Conference (pp. 188-192). Springer, Cham.

Han, H., & Hyun, S. S. (2015). Customer retention in the medical tourism industry: Impact of quality, satisfaction, trust, and price reasonableness. Tourism Management, 46, 20-29.

Sengupta, A. S., Balaji, M. S., & Krishnan, B. C. (2015). How customers cope with service failure? A study of brand reputation and customer satisfaction. Journal of Business Research, 68(3), 665-674.

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