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Marketing - Chapter 2: Delivering customer service

CONTENTS: 2.1. Providing prompt service to customers 2.2. Establishing a rapport with customers 2.3. Handling customers complains 2.4. Delivering high-quality service to all customers, including those with specific needs 2.5. Promoting product and services. | CHAPTER 2 Delivering customer service BSBCUS301A CONTENTS 2.1. Providing prompt service to customers 2.2. Establishing a rapport with customers 2.3. Handling customers complains 2.4. Delivering high-quality service to all customers, including those with specific needs 2.5. Promoting product and services. 2.1. Providing prompt service to customers Good customer service is the life-blood of any business. Good customer service is all about bringing customer back. If your organisation has a customer charter, you will be aware of the benchmark for quality customer service. You may have your performance evaluated against those criteria 2.1. Providing prompt service to customers Once customer’s request has been made and the details noted, you must follow through by fulfilling your end of the bargain 'promptly. Where the request is for information or advice, you should be able to provide the information immediately . If the information needs to be accessed from another source, the customer . | CHAPTER 2 Delivering customer service BSBCUS301A CONTENTS 2.1. Providing prompt service to customers 2.2. Establishing a rapport with customers 2.3. Handling customers complains 2.4. Delivering high-quality service to all customers, including those with specific needs 2.5. Promoting product and services. 2.1. Providing prompt service to customers Good customer service is the life-blood of any business. Good customer service is all about bringing customer back. If your organisation has a customer charter, you will be aware of the benchmark for quality customer service. You may have your performance evaluated against those criteria 2.1. Providing prompt service to customers Once customer’s request has been made and the details noted, you must follow through by fulfilling your end of the bargain 'promptly. Where the request is for information or advice, you should be able to provide the information immediately . If the information needs to be accessed from another source, the customer may be: 2.1. Providing prompt service to customers Put ‘on hold’ while the required information is found Referred to someone else or the organisation’s website. Asked for contact details so the information can be emailed, faxed or posted to the customer. Whatever action is required, it needs to be taken quickly and with the customer’s knowledge. Some simple strategies can overcome the weaknesses in customer service If it is necessary to finish a conversation, apologize to a waiting customer and assure they will be attended to in a moment. If you receive request, develop a habit of recording nay responses that need to be made in a diary or electronic calendar, along with accurate client contact detail. When the response will take some time, send a fax or email assuring the customer that the organization is in receipt of the request and it will be fulfilled as soon as possible. Respond immediately to anyone who is working to a deadline, especially if it cannot be met by the organization. .