Customer service contributes to customer satisfaction Essay

IntroductionIn this Assignment I want to answer for how consistent and reliable client dish out contributes to customer satisfaction, explain wherefore presentation, interpersonal and communication skills argon important to customer return. And I entrust in addition anticipate and meet the needs of at least third different customers in a feed of blots.T supplicate 1In this project I should describe how consistent and reliable customer service contributes to customer satisfaction.The national consumer council believes that smart businesses should en legitimate that the same member of rung deals with an individual customer from the beginning to the end what marrow if you welcome a customer you should try to deal with the customer and benefactor the customer savings bank the customer wants to go or dos not need your abet eithermore or meet on he buy something. Whilst this is the ideal, it isnt eternally possible. Therefore, or so organisations provide special train ing to staff to en accreditedly that each person has the same approach with external customer. This is likely to focus on the following aspects of the subscriber line.* Scope of job role You should hump what you plagiarise do and what you can not do as part of your job and the font of issues you moldiness refer to a supervisor. This should not stop you using your possible action to resolve a straightforward riddle quickly, for case if you digest vigour to do you should use your own initiative to look for something to do till a customer comes or if a customer has a problem by not finding what he wants to buy you can ask them if they need your help and if you can help them you should help by explaining where they can take a leak it from and you should take c ar that you do not overstep the limits of your job role by making arrangement or promises that is outside your authority.* attribute and quality of proceeds or service That misbegottens you should pick out the r ange of goods or services that argon available, if you are selling consumable items, such(prenominal) as chocolates. Anyone who sells expensive items or complex services should excessively be able to give good advice on the best buys or nearly reliable suppliers, based on their own knowledge, feed hold up from early(a) costumers and press reports.* availableness/Availability There is nothing more irritating for customers that to want something and wherefore find they are not available. This can yoke to a product they have seen advertised but which has now sold out for exercise if you have an appointment with psyche who cannot see you for some time or a room in a hotel which is fully booked. In this situation your job is to sympathise with the customers disappointment try to help them if you can and pass on the information to your employer. This is important. If you have received many a(prenominal) enquiries for the same thing in a day and disappointed most people, the stock levels for this product should be reviewed.* Staff attitude and behavior The splendour of all staff having a consistently positive attitude and behaving courteously and professionally to customers cannot be underestimated. This agency if your staffs have good attitude and behaviour the customers leave feel comfortable and free to talk to the staff and it in like manner makes customers feel valued and respected.* Timing Approaching people at the premature time, or if they are stressed, upset or busy can get a bad response. If you do this by accident, simply apologise and say you allow for contact them later. Being aware of your timing also means not keeping people waiting unduly arranging appointments, mobilise calls and deliveries at your customers convenience, not yours and never failing to call people back exactly as you promised. By this panache you appear reliable to the customers.* meeting specific customer needs The skills of meeting customer needs involves iden tifying these by talking to the customer, and then matching them to the range of goods and services that you can offer. around customers are pleased with this aspect of customer service because it gives them a hotshot of importance.Task 2In this task I should explain wherefore presentation, interpersonal and communication skills are important to customer service.Presentation skills These skills relate to me as a person. What do opposite people see as I approach? Do I attract them or dismay them? This has nothing to do with good looks but everything to do with a accept smile, appropriate clothes and a smart appearance. Presentation skills include* consistency language Body language is one of the presentations skills. Body language is a term of communication using corpse movements. One of the basic body language signal is when a person is crossing his arms crossways the chest this can mean that the person is putting up a barrier between himself and some others but it can al so mean that a the person is expressing opposition this is specially so, if the person is leaning away from the speaker. moreover crossing his arms across the chest can also mean that the person is deeply thinking about something. You can sight someone that you are interested in what he is telling you if you keep mall contact.* Another presentations skill is also the dress code which means if you work in an office you have to wear a dress or if you are working somewhere else where they have their own uniform you must(prenominal) wear their uniform and it has to be clean. Many people will contemplate it impolite if your dress is as well as far above the dress code. in like manner far means if you are working for spokesperson in ASDA and you are wearing a coat to work, many customers will not know that you are one of the staffs. But if you are working in an environs where they dont have to wear any uniform, then you must have a good sense to dress properly.* Facial font is a lso a presentation skill facial panorama is a result from one or more motions of the muscles of the face. This movement convey the horny state of the individual to observers. Facial expressions are a form of communicative communication. Expressions are closely tied to emotion. It can be nearly undoable to avoid expressions for certain emotions because if you see someone that you think he or she is highly unattractive you dexterity show a brief expression of disgust before you will be able to reassume a indifferent(p) expression and if you dont have this skill it may be hard for you to work in an environment with different customers or other staff members.interpersonal skills are how people relate to one another, in other run-in it means how you behave when you are dealing with other people. Having positive interpersonal skills increase the productivity in a business. Interpersonal skills include* First impression your interpersonal skills are on show from the moment you greet a customer to the time you say good-by and if your first impression to a customer is good the customer might come again.* Behaviour This is what you do and why you do it in other words it is the actions or reactions from you, for example if you are a positive person, you will normally behave in a cheerful and warm way to other peoples.* Attitude Your attitude is the way you think. For example if you are low-spirited you will be negative, if you are fed up then you will be bored and if you are happy you will be friendly to other people.Communication skills communication is a process whereby information is imparted by a siteer to a receiver in other words you need to speak to you customer as well and how you do this is important. If you are communicating with a customer you must look after your* Your pitch this means that you should speak loud and go throughly because if you are speaking too quietly or miss the endings of words, then the customer might have problems to com miserate you.* Your language this means that you should use appropriate language for your customer because it is not appropriate to use slangs and jargons since the customer will not understand what you are talking about.* The pitch of your voice this means that you should take address of how you sound. For example if you have to talk to a group of people you should raise your head and speak more loudly and clearly but without shouting. And you should know how to pitch your voice to hold the interests of your customer because if you sound monotone the customer will soon lose the interest.Task 3In this task I should anticipate and meet the needs of at least collar different customers in a range of situations.* Accessibility for disable peoples for example those with wheelchairs. The business makes their stores accessible for wheelchair user by having big signs that are clear and easy to read, a ramp as an alternative to steps, the doors should also be wide and easy to open and th e widths are allowing wheelchairs and the height of counter areas and shelves also allows wheelchairs. The business should also have toilets that meet the needs of wheelchair users. And the staff should also take time to help peoples in wheelchairs if they need help.* Health and safeguard The business makes their store healthy and safe by making sure that all selling environments are assassed for risk so that any hazards are minimised, it means, the business must keep the workplace clean, they must make sure that their knock downs, steps, stairs, passages and gangways are properly maintained and it is kept from any obstruction and any substance likely to cause a person to slip and minify. If you, as a staff member, see something that can affect the health and base hit in the business then you should do something about it before something happened, for example if you see something on the floor that can make someone fall then you should take the thing away from the floor or if th e floor is steady you should put a sign there that the floor is wet so that no one can fall.* Email The business makes sure that they have a email account so that they can send emails to customers and others. If you send a email you should make sure that you chose the right cognitive content style and layout and that you follow the recommended business format. And the email should also be write in a courteous and tactful way and also the word should be appropriate for the situation. But it will be useful if for example you want to send an email to a customer you should mark the email as high priority if it will be important for the customer. And for you as a staff member you should have the skills to send an email which means that you should be a able to apply the appropriate customer service an to make sure that you chose a good tone and degree of formalness depending upon the person and your reason for writing and it is important that the business mails should comply with or ganisational rules and treasure standards.