Customer Care in ICT: Organizational Requirements and Service Report

This report delves into the multifaceted aspects of ICT customer care, emphasizing the development of customer relationships and the improvement of service delivery. It begins by outlining interpersonal communication techniques and different methods for supporting both technical and non-technical customers. The report then explores organizational requirements for ICT customer care, analyzing how customer service impacts the broader organization. Furthermore, it covers monitoring compliance, following organizational guidelines, and effective customer interaction to achieve desired outcomes. The final section addresses methods for measuring customer satisfaction, suggesting improvements to ICT service delivery, handling customer complaints, gathering and analyzing customer satisfaction information, and reporting on these findings. The report highlights the importance of customer satisfaction for business success and provides a comprehensive overview of strategies to enhance customer service in the ICT sector.

CUSTOMER CARE IN ICT
Index
01 Understand how to provide ICT customer care by developing
Customer relationships
 1.1 -Describe the uses of interpersonal communication
techniques
 1.2 -Explain the different approaches and methods used for
supporting technical and non-technical customers
 1.3 -Describe the organizational requirements for ICT
customer care
 1.4-Explain the effect of ICT customer care on the rest of the
organization
02 Be able to provide ICT customer care by developing customer
relationships
 2.1 -Monitor compliance with organizational requirements
for ICT customer support
 2.2-Follow organizational guidelines and procedures to
communicate with customers
 2.3 -Interact effectively with customers to achieve agreed
outcome
03 Be able to contribute to improving the delivery of service
 3.1 Describe the implications of customer satisfaction for
the business
 3.2 Describe the methods of measuring customer
satisfaction levels
 3.3 Suggest improvements to ICT service delivery
 3.4 Handle complaints from customers following
organizational guidelines
 3.5 Gather specified customer satisfaction information
 3.6 Analyze specified customer satisfaction information
 3.7 Report on specified customer satisfaction information

01 Understand how to provide ICT customer care by developing
Customer relationships
1.1 Describe the uses of interpersonal communication techniques
Interpersonal Communication have many uses for example
 Give and collect information
 Form contacts and maintain relationships
 Give and receive emotional support
 Anticipate and predict behavior
 Express personal needs and understand these of others
1.2 Explain the different approaches and methods used for
supporting technical and non-technical customers
If you provide any form of customer support, it's important to establish
good working habits when you meet a new client or customer for the first
time, to keep projects from getting out of hand.
Different methods to support technical & non-technical customers.
Technical
 Be careful of misinterpreted words and phrases
 Remember that technical problems involve emotional reactions
 Anticipate customer objections and questions
 Keep the customer informed
Non-Technical
 Identify a way to prioritize issues. Clients will not want to do this for
you, or not do it in a way that you will be happy with. You might
prioritize issues that effect multiple clients, issues blocking a sale, or
issues with key functionality higher than others - a client will tend to
classify every issue as high priority.
 Do screen-sharing conference calls. Sometimes it’s important to see
the exact steps a user takes - or to straighten out the names a user
has given to UI elements in your system.
 Agree on language. It helps if entities in your product or project are
consistently named.
 If the client uses their own vocabulary for your system, try to learn
and use it. This is also valuable if their employees do not speak the
same native language as you.

1.3- Describe the organizational requirements for ICT customer
care
Quality assurance procedures should be in place to make sure that all
staff deal with customers in a professional manner. Theorganizational
aims and objectives of a business should be customers based. Some
common business aims include, ‘to ensure customer satisfaction’ and
‘increase offerings to new and existing clients.’
1.4 Explain the effect of ICT customer care on the rest of the
organization
Customer service begins with you. Hiring and retaining service-minded
people and properly training them to provide excellent service is a good
start, but don't stop there. Conduct customer surveys to find out how
you're doing, and then tailor your service to meet their expectations. Bad
service, including seemingly small things such as the way an employee
answers the telephone, can devastate a small business. Check in
occasionally and use meetings, memos and incentives to make sure your
employees are doing their best for your business. A friendly, pleasant and
relaxed environment will make your customers happy and benefit you and
your staff as well.
02 Be able to provide ICT customer care by developing customer
relationships

2.1 Monitor compliance with organizational requirements for ICT
customer support
Compliance or adhering to organizational requirements can be reached
by timely reports, maintaining of diaries etc. Another important way is
work should be monitored precisely and accurately. Audits should be
instilled to know the details. Logs should be maintained to affirm the
minute details.
2.2 Follow organizational guidelines and procedures to
communicate with customers
The guidelines and protocols of the organization should be discerned to
the employees prior and should serve as frequent reminder. Organization
administers the guidelines based on vast amount of experience they
witnessed al l through the years. This ensure smooth functioning of the
system . Customers with discreet behavior, conduct and mood visit the
premises or reach over the organization through voice. by all
means ,guidelines should be the priority and must be followed in all
circumstances.
2.3 Interact effectively with customers to achieve agreed outcome
Customer service is a state of mind in which you and your employees are
constantly thinking about improving every facet of your business that
deals with customers. It’s finding a way to make sure every customer is
satisfied and continues to do business with you. To meet the needs of
your customers, you must know what the customers want and expect. You
must be able to provide quality service on a consistent basis.
Many companies formalize customer service plans without ever consulting
their customers. This is not an effective practice. You must speak to your
customers to ascertain their perception of the service you provide. In
reality, the customer is the ultimate critic. In addition, you must
periodically ask your customers how you are doing.
03 Be able to contribute to improving the delivery of service
3.1 Describe the implications of customer satisfaction for the
business
Good customer service departments understand the relationship between
the way they greet, treat and handle customers and the bottom line.
Efficient customer service departments seek to solve problems as they
occur, and, if possible, prevent them in the first place. For instance, when
processing an order for products or services, good customer service
departments will ask necessary questions to ensure the customer is
ordering the correct item or service, and will verify the data before ending

the call or contact to verify accuracy. This can reduce the drain on
company resources and increase customer satisfaction by reducing the
number of returns, complaints and problems that crop up because of poor
handling. In addition, properly trained representatives can effectively
cross-sell additional products or services while processing customer
orders, thereby increasing sales.
3.2 Describe the methods of measuring customer satisfaction
levels
Managing customers’ satisfaction efficiently is one the biggest challenge
an organization face. The tools or methods to measure customer
satisfaction needs to be defined sophisticatedly to fulfil the desired norms.
Customer Loyalty is necessarily required for an organization to interact
and communicate with customers on a regular basis to increase customer
loyalty. In these interactions and communications it is required to learn
and determine all individual customer needs and respond accordingly. A
customer is said to be loyal if he revisits supplier on regular basis for
purchases. These loyal customers are the satisfied ones and hence they
are bounded with a relationship with the supplier. Hence by obtaining the
customer loyalty index, suppliers can indirectly measure customer
satisfaction.
3.3 Suggest improvements to ICT service delivery
The best drive growth is building solid relationships with customers based
on the quality of your service. Employees should be well versed and
trained in dealing with the customers. Proper organized strategies ,work ,
vivid communication, pleasing manners are few of the ingredients that
assists in Service delivery.

3.4 Handle complaints from customers following organizational
guidelines
Listen carefully to what the customer is expressing and give them (and
their complaint) your undivided attention. Don't interrupt them (if the
complaint is being given in person); don't presume you understand their
complaint (based on prior experience) before they've had a chance to fully
explain their problem; and don't re-interpret their complaint based
on what you think their problem is. And do not simply scan written
communications - read every word of the letter to understand the issues
from their perspective.
3.5 Gather specified customer satisfaction information
Each industry could add to this list according to the nature of the business
and the specific relationship with the customer. Customer satisfaction
measurement variables will differ depending on what type of satisfaction
is being researched. For example, manufacturers typically desire on-time
delivery and adherence to specifications, so measures of satisfaction
taken by suppliers should include these critical variables.
Clearly defining and understanding customer satisfaction can help any
company identify opportunities for product and service innovation and
serve as the basis for performance appraisal and reward systems. It can

also serve as the basis for a customer satisfaction survey program that
can ensure that quality improvement efforts are properly focused on
issues that are most important to the customer.
3.6- Analyze specified customer satisfaction information
Customer satisfaction is key to the growth of any business. So proper
comprehend the need & requirement of the customer. Organization
employes should have an insight of the customer's quest. what influences
the customer, Taste of the customer, concerns of the customer are some
of the key aspects to be looked over.
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