Address Customer Need2

Address Customer Needs

Assessment 2

Customer Service Policies and procedures

be polite, friendly and welcoming when we communicate – in person, when writing, by phone, fax or email,

respect differences in values, cultures, beliefs and ages, and include our awareness of diversity into our daily practice,

respect the dignity of all and show empathy and consideration in our daily practice,

listen and respond in an attentive way to client inquiries,

protect the confidentiality of information,

acknowledge clients by name,

introduce ourselves by name, title or role,

wear our ID badges so they can be easily seen and read,

dress appropriately according to the organisation’s dress code, and

maintain a clean and safe environment for co-workers and clients.

Customer Service Standards and Expectations

1. Reliability

Always do exactly what you have said you will do for a customer – if not more.

2. Efficiency

Make eye contact with visitors within 30 seconds of their arrival and great them as soon as possible. Introduce yourself and use their names if appropriate. Explain the current circumstances (e.g. if you need to serve other customers at the same time) and share your attention evenly.

3. Presentation

Good grooming and personal cleanliness are expected at all times.

Presentation should be neat and appropriate and voice presentation should portray relaxed professionalism and confidence.

4. Professionalism

Accuracy and knowledge combined with a customer-focussed attitude will ensure you maintain professionalism whilst building customer relations.

5. Courtesy and Tact

Always treat customers with respect and courtesy. Avoid too much familiarity and monitor their reaction to your approach. Thank them for their business and ensure they are aware you appreciate their custom.

6. Flexibility and Convenience

Maintain a ‘can-do’ attitude. Even if the request is unusual, think about how we can either satisfy their request or provide alternative options.

Make it easy for them to do business with us.

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Make it easy for them to do business with us.

7. Communication

Keep customers well informed about things that affect them. Let them know if there are delays and be apologetic if they are inconvenienced. Make sure they know you are concerned about their experience. Build a rapport without intruding and communicate with other staff to ensure messages are consistent.

8. Credibility

Do not promise what you cannot deliver. Be sincere and make a genuine effort to fulfil the customer’s expectation. Follow up and confirm satisfaction.

9. Understanding the customer

Make an effort to ‘read’ the customer and their reactions. Are they relaxed and comfortable? Do they feel anxiety? Are they confused? Once you have established any uncertainty, ask questions and put them at ease.

10. Attentiveness

Be aware of your customer’s needs and ensure they have all of the information they need.

Monitoring customer service satisfaction

The key to effective quality monitoring includes six crucial steps:

Listen to your customers by monitoring interactions. Ask questions such as: are these interactions related to the company’s goals and objectives, or are they related to specific areas of concern such as customer attrition? This is where analytics comes into play for the contact centre. Speech analytics identifies calls that are relevant for evaluation and text analytics identifies email and chat interactions that should be monitored.

Capture all of your customer feedback channels. Apply the same quality standard that is used for calls to text-based interactions like email and chat.

Ask your customer what they think. Instead of using your organisation’s internal metrics to measure the quality of a call, ask the customer: “What did you think of your experience and the agent you worked with?” or “Did your service experience match the promise made in our advertising?” It’s very important to map high-quality interactions with your customers’ expectations, comparing internal evaluation scores with customer scores.

Use quality monitoring to help agents improve skills. Evaluate interactions to identify skills gaps, and provide individual learning opportunities where there are deficiencies.

Do not view agent development as a one-off activity. Provide continuous coaching that will help improve agent performance and productivity. Coaching is key to consistent customer service.

Measure your results and keep track of continuous feedback and evaluation to monitor and measure progress.

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