Effective Communication in Customer Service

This assignment delves into the importance of effective communication in providing exceptional customer service. It analyzes various feedback scenarios highlighting the challenges of responding to client needs promptly and professionally. The document emphasizes building trust with clients, adhering to ethical practices, and understanding legal implications within the real estate sector. Furthermore, it underscores the significance of clear communication, empathy, and active listening in resolving customer issues effectively.

AGENCY PRACTICE Task 2

Table of Contents
PROJECT 1......................................................................................................................................1
PROJECT 2......................................................................................................................................2
PROJECT 3......................................................................................................................................3
REFERENCES................................................................................................................................4

PROJECT 1
(A)
 To give proper satisfaction to customers or clients so there should use some effective
methods and strategies those are help to provide better services to the according to their
demand and necessities. For better communication should develop healthy relationship
with them and should understand their requirements and affordable level (Archer and
Syratt, 2012 ).
 By the real estate agents should properly handle problems of customers. If there is having
any issues and lack of satisfaction so try to resolve them in the systematic manner.
 If customers are get proper satisfaction by agent of real estate so they build an effective
image in their mind regarding that particular company. Positive feedback is the
important thing that help to develop business and build trust on customers.
 After delivery the services should properly analysis and record customers things and
review regarding their services. For proper analysis and evaluation the feedback of
customers so employees can conduct survey in the market and also launch the rating
systems so customers according to their satisfaction level they give feedback that help to
take better decision.
 By conduct survey in the market and and rating systems will be collect actual result
according to that employees of the company can improvement their working system also
increase customers satisfaction level (Barbee and et.al, 2011).
 Though the company should properly resolve the problems and complains of customers.
Because all customers are not easy to satisfied by their services and working systems. So
that's why properly understand their complaints and find out the better solution.
 For better solution can use some methods and techniques that help to provide solution of
complaints and problems of customers. It is require by the employees should properly
understand and resolve their problems related services.
(B) To attract the customers towards their company's services so there can be implement the
customer loyalty program in which provide various and frequent services to them with effective
manner. Through company can be provide offers and discount to them without bias nature with
customers. Also by the company should provide cash back to customers if they cannot satisfied
from delivery services. For better satisfaction of clients so there can conduct premium
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membership program so they can attract towards their services. Also through the company
should provide after sale services if customers having any issues (Caldwell, 2012).
PROJECT 2
Personal marketing plan help to promote agency's services and their working performance in the
effective manner. There is including some stages those are under the below:
 In the first stage should properly determine inner skills and capabilities those help to
develop business in the systematic way. A person's experience and education play an vital
role because on these basis they can resolve problems and they know how to understand
customers requirement and according to them provide services. Personal qualities help to
define capabilities and skills to handle problems and how to beat competitors in the
market. For the business develop should having local areas knowledge like culture,
society environment and customers behaviours that help to define customers needs or
requirement on that basis provide services to them. For personal marketing of products
and services to promote in the market so should having strengths to face competitors and
should know how to communicate with them so they can help to promote services and
offers to customer. A persona's background play an important role to develop a persons
behaviours, personality, working systems, performance and so more. In the background
of the persons in which include family, friend, peers and so more (Pickering, 2011).
 For give proper satisfaction to customers regrading their services so employees of the
company can use some effective networking strategies and methods. By which provide
better solution to customers. Try to develop healthy relationship with customers and
record their feedback or review regarding services.
 In the last stage should properly evaluate and analysis the customers review and should
properly implement the recommendation in the business. Those may be impacting on
positive manner. Because customers having experience and better knowledge regarding
services and their quality.
(b) After preparing the personal marketing plan on that basis working in the company.
Reviewing the supervisors and work colleagues there is having some problems such as lack of
satisfaction of customers, lack of communication with agent and clients, not properly respond,
lack of trust and fraudulent activity done. These feedback getting by comments and emails by
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the customers on their experience regarding company's services. Through the company should
improve the service quality and working systems also properly communicate with customers it
help to give proper satisfaction to them. After delivery of services should provide after sale
services and on the time should identify their problems/ issues and in the systematic manner
resolve them (Ritchie and et.al, 2013).
PROJECT 3
Feedback 1: This feedback collected by the survey in the market to customers. In which having
lack of satisfaction with clients. But the client does not having any hesitation to using services
again if agent will provide property to him. In this feedback should improve their working
system and try to understand customers problems according to customers requirements provide
services (Spaargarenz, 2011).
Feedback 2: In which agent were not properly interact with client and did not introduce with
her. There is having lack of communication with them. So have to improve communication level
between client and agent.
Feedback 3: IN this feedback through the agent not gave proper respond to client. In which
client were waiting for their respond but did not given . So there is should understand Caroline's
problems and ion the time give effective respond to her (Stevens, 2013).
Feedback 4: If a person having trust should try to provide effective services and does not break
the trust of that persons. A person want to purchase a property by their friend that working as an
agent in ABC company. So through the agent should provide the better solution and understand
their requirement.
Feedback 5: In the real estate sector having high chances of fraudulent activity. In this feedback
a person dealing with agent to purchase a property so there is done fraud by the agent with
customer. So there is should follow the legal rules and regulations and working with proper
reliable nature (Sullivan, Williams and Jeffares, 2012).
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REFERENCES
Books and journals
Archer, J. and Syratt, G., 2012. Manual of travel agency practice Routledge.
Barbee, A.P., and et.al 2011. Successful adoption and implementation of a comprehensive
casework practice model in a public child welfare agency Application of the Getting to
Outcomes (GTO) model. Children and Youth Services Review 33(5) pp 622-633.
Caldwell, R., 2012. Reclaiming agency, recovering change? An exploration of the practice
theory of Theodore Schatzki. Journal for the Theory of Social Behaviour 42(3) pp 283-
303.
Pickering, A., 2010. The mangle of practice: Time, agency, and science. University of Chicago
Press.
Ritchie, J., and et.al 2013. Qualitative research practice: A guide for social science students and
researchers Sage.
Spaargarenz, G., 2011. Theories of practices: Agency, technology, and culture Exploring the
relevance of practice theories for the governance of sustainable consumption practices
in the new world-order. Global Environmental Change, 21(3) pp 813-822.
Stevens, E., 2013. Safeguarding vulnerable adults: exploring the challenges to best practice
across multi-agency settings. The Journal of Adult Protection 15(2) pp 85-95.
Sullivan, H., Williams, P. and Jeffares, S., 2012. Leadership for collaboration: situated agency
in practice. Public Management Review, 14(1) pp 41-66.
Online:
12 Best Business Practices for PR Agency Success.2014.[Online]. Available
through:<https://www.iliyanastareva.com/blog/best-business-practices-for-pr-agency-
success>. {Asscessed on 6th June 2017}
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