Enhance Customer Service Experience and Positive Communication

SITXCCS007 ENHANCE
CUSTOMER SERVICE
EXPERIENCE

Table of Contents
TASK 1 ...........................................................................................................................................3
1.The principles and benefits of enhanced customer services experience and positive
communication.............................................................................................................................3
2. Techniques used to anticipate customer preferences expectations and needs.........................4
3. One conflict resolution techniques ..........................................................................................5
4. Various methods used to enhance services delivery in response to staff and customer
feedback.......................................................................................................................................5
5. Services offering to customer..................................................................................................5
6. (a) Professional service standards and protocols for service industry personnel.....................6
(b) Attitudes and attributes expected by the service industries to work with customers.............6
(c)Different customer service needs and expectations.................................................................6
(d)Types of customer loyalty programs.......................................................................................7
(e)Essential features and use of the customer databases..............................................................7
7 (a)Designated response times for providing service and resolving complaints........................7
(b)Customer service policies and procedures..............................................................................7
(c)Complaint handling policies and procedures..........................................................................8
(d)Promotional services offered...................................................................................................8
8. Some steps involved................................................................................................................8
9. The methods of compensating dissatisfied customers.............................................................8
10. Factors need to consider when determining compensation of dissatisfied customers...........8
11. Factors need to consider when approaching each person......................................................8
12. Methods of collecting feedback. ...........................................................................................9
13. The essential features, conventions and usage of different types of communication
techniques and equipment............................................................................................................9
TASK 2............................................................................................................................................9
The steps involved in providing your customer’s with a quality service....................................9
TASK 3 .........................................................................................................................................10
1. Check actioning of special requests.......................................................................................10
2. Liaise with to ensure efficient service delivery.....................................................................10
3. Share customer information with to ensure quality service delivery.....................................10

4. Maintain profile on customers...............................................................................................11
REFERENCES..............................................................................................................................12
TASK 1
1.The principles and benefits of enhanced customer services experience and positive
communication.
The customer services that right be with the specific customer services. Here are some
core principles of enhanced customer services experience and their positive communication:

Support customer as team:-
Customer services is team support that every employee in organization should be trained
in such way that help customer, and they have highly technical cases to experts (The 8 Core
Principles of Good Customer Service, 2018). In every organization employee are trained towards
working with their customer and make their solution over the problems.
Listen to customer:-
Employee in organization must be listened over to their customer, and they are must be
required to take feedback of their products and services. Organization should know about the
customer needs and wants and the most assets to both the customer along with company.
Practice empathy:-
A company cannot be successful with the culture of apathy. Services agents should be
especially they are must be more with lots of art for having their deliver effective customer
services.
Successful businesses can be made by having their large number of customer service and
that are providing the results for customer satisfaction (Gilboa, Seger-Guttmann and Mimran,
2019). This could also lead them for having their sales along with this try some other products
and services. Customer loyalty is being mire likely for repeating the business and recommending
to other people. More effective workforce that could also give more benefits in satisfied
customer in creating the positive working environment.
2. Techniques used to anticipate customer preferences expectations and needs.
Business should have once look over to the problem to solve about what products not to
sell and try to make sure about the problem which is most important things. Organization must
be make their focus on customer problem. For example, in hospital and some health system as
they have focused on patient experience and are also beginning for solving the critical moments
of patients. Business should also required to pay attention for having the better future demand
along with the needs of current customer (Mcmahon, 2020). This might be related to their
developing technology and many other programs for having more future option with the enough
features on products. Provide the customer with leverage that investment already being made for
the developing trust and deepen the relationship.