Assignment on Customer Service Sample

Added on -2020-07-22

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CUSTOMERSERVICE
Table of ContentsINTRODUCTION...........................................................................................................................1TASK 1............................................................................................................................................11.1 Understanding the use of customer service......................................................................11.2 Purpose of evaluating customer service policy...............................................................2TASK 2............................................................................................................................................42.1 Different communication methods...................................................................................42.2 How customer perception is influenced by customer service..........................................6TASK 3............................................................................................................................................83.1 Sources of information on customer requirements and satisfaction level........................83.2 Research on customer requirements suggesting potential improvement.........................9TASK 4..........................................................................................................................................134.1 Customer service in business and service environment.................................................134.2 Reviewing own performances in the delivery of customer service................................15CONCLUSION..............................................................................................................................15REFERENCES..............................................................................................................................16
INTRODUCTIONCustomer service can be defined as simply the act of fulfilling the needs of consumers byproviding and delivering them accurate services at specified time. The product must be of goodquality so that there might no complains comes from the side of customers (Bushberg andBoone, 2011). The good and services should show promptness, politeness, professionalism andpersonalization. The present report is based on the customer service whereby explanation ofreasons of using these service policies are provided. Different communication methods likeverbal, non-verbal, written and internet are described by showing their effectiveness. It alsoexplains how customer perception is influenced by consumer service provision and research onthe requirements of populations are done via this.TASK 11.1 Understanding the use of customer serviceThe customer service policy can be defined as an activity where effective services areprovided by companies so that all the issues of their customers get resolved. A corporationproviding any product and services to their purchaser should have a consumer service policy inthe event place where any disputes that arises between the buyer and seller is resolved. Some ofthe important reasons for using these services by Vodafone are listed below:1.Staff to know their duties: The services is provided in order to aware each and everyemployees about their duties that what should be performed by them or what not. Thecommon duties like behaving politely to consumers even when they become rude tothem, giving them delivery at the allocated time, no late is allowed, showing importancethe work of their clients, etc. must be appropriately done (Stoelting and Hillier, 2012).2.Customer to know their right: The consumers also should aware of their fundamentalrights. some of them are discussed below:RTI (Right to information): The civilians as well as employees have the power ofknowing each and every information about the product that they are purchasing orselling.Right to equality in consumer market: This law states that each and every consumersmust be treated equally. No one should be discriminated on the basis of caste, colour,religion, gender, etc. 1
Right to fair and honest dealing: They are allowed to check the operations oforganisation whether they are providing them, fair or wrong services and if are dealingwith honesty or doing any cheating with them.3.Assist in training: The venture have to arrange a training and development program inwhich the newly joined employees should provided efficient training. Their team leadersare set and they have to work under them for a limited periods of time( 5 to 6 months) sothat their performance may enhance and they also contribute effectively in the working ofcorporation (Kelikian and Sarrafian, 2011).Customer service policy help in making thispossible by arranging a training program to freshers and guiding them for their faults.4.To promote quality services: It is the goal of of enterprise to make or provide qualityservices to their consumers so that no complains should come from their side. This can beachieved only when the task of training the new comers must be done properly so thatthey become experts in their job. This will effectively increase the turnover of company. 5.As a guide to customer staff: The organisation should guide their customer staffs so thatthey can understand their duty and give importance to them (West, 2012). They needproper guidance as they are new to this service and proper training will definitelyimprove their working quality. This will proved to be very beneficial for corporation byincreasing their turnover .Company has some policy where employees are guided bytaking a special class. In this class or seminar, they are provided effective trainingregarding their daily jobs. Additionally, they are making realize about the importance oftheir work and as a result workers give priority to their job rather than other useless talks.1.2 Purpose of evaluating customer service policyThe customer care service policy is very necessary in Vodafone in order to assist futurestaff training and development. Vodafone is dealing in telecommunication sector. This solvesmany issues of consumers by providing them best quality services. They solves feedbacks ofusers and value their thinking. They provide calling and data services to their users. Hospitalitysector also provide customer services but do not provide calling and other services that can beprovided by any telecom company. The purposes of evaluating consumer service policy arelisted below:To take competitor policies into considerations: The company competes with differentcompetitors like Bharti Airtel Limited, Singapore telecommunication limited and Telstra2

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