Customer Service

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Assignment

Customer service

Submitted by:Gergana Tsareva

Id number: GT21132

Submited to:Chika Ugoji

APRIL 2013
TABLE OF CONTENTS:
1.INTRODUCTION……………………………………………………………………………...3 2.Task 1: CUSTOMER SERVICE POLICY…………………………………………………..3
- Meaning………………………………………………………………………………...3
- Examples……………………………………………………………………………….3
- Table presentation…………………………………………………………………….4
- Reason of using customer service…………………………………………………..5 3.Task 2: REFLECTIC SUMMARY FOR GROUP WORK………………………………….5 4.Task 3: CUSTOMER INFORMATION………………………………………………………5
- Meaning………………………………………………………………………………...5
- Importance…………………………………………………………………………..…6
- Sources…………………………………………………………………….…………..6 5.Task 4: REVIEW OF THE PERFORMANCE OF CUSTOMER SERVICE ………… ....6 6.Conclusion……………………………………………………………………………………6 7.References…………………………………………………………………………………....8

INTRODUCTION
Customer service is a series of activities to enhance the level of customer satisfaction – that is, the feeling a product or service has met the customer expectation. Its importance varies by products, industry and customer; defective or broken merchandise can be exchanged, often only with a receipt and within a specified time frame. From the point of view of an overall sales process, customer service plays an important role in an organization’s ability to generate income and revenue. From that perspective, customer service should be included as part of an overall approach to systematic improvement. A customer service experience can change the entire perception a customer has of the organization. Task 1: CUSTOMER SERVICE POLICY

A customer service policy is the set of rules set in place for employees to deal with customers at a business. It defines their conduct and what they can and cannot do for customers.
- Meaning: A customer service policy is a written code of conduct for employees to utilize for serving customers. It could include how to respond to questions or deal with disgruntled customers who want refunds. A policy can be short or it can be detailed with more than a page. The policy may state what is expected when a certain situation occurs or appropriate steps to take action. Customer service policy is the set of rules set in place for employees to deal with customers at a business. It defines their conduct and what they can and cannot do for customers. A strong customer service policy can make a huge difference in the success of a business. By implementing and maintaining policies and procedures that encourage strong ties with clients while still protecting the interests of the company, the process of keeping customer defection to a minimum while continuing to expand the client base is simplified. While the exact nature of a customer service policy will vary from one business to another, there are a few basic factors that should be considered in any setting. "Customer service is a series of activities designed to enhance the level of customer satisfaction – that is, the feeling that a product or service has met the customer expectation."

-Examples of policies:
*Return policy- Customer want the returns to have a reasonable time frame, include the ability to receive credit for the merchandise and not be penalized for making a return. *Privacy policy- The purpose of a privacy policy is to communicate clearly the personal information handling practices of an agency or organisation. Privacy policies enhance the transparency of the operations of agencies and organisations. *Courtesy policy- this is the responsibility of every employee. Everyone is expected to be courteous, polite and friendly to our customers, vendors and suppliers, as well as to their fellow employees. No one should be disrespectful or use profanity or any other language which injures the image or reputation of the employer.

- Table presentation:
Return policy| A returns policy is a legal document setting out the rights a customer has to return products...
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