Customer Service Unit 1 , Session 5

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Customer Service
Unit 1 Understanding the organisation Session 5 Know the organisation’s policies and procedures

Handout
In this Session, you have learned about:      The principles, policies and procedures of your organisation How your organisation communicates its principles to employees Your organisation’s policies and codes of practice Consultations on changes to principles, policies and procedures Issues of public concern relating to your industry and organisation.

Principles, policies and procedures
Principles are the foundation of a system of beliefs within an organisation. Principles are the philosophy of the organisation, illustrating how the organisation ‘thinks’. A policy is a definite course of action adopted by an organisation, which guides employees and helps them put principles into practice. Customer service policies are similar in many organisations, but some may be tailored to fit your organisation’s specific principles. A procedure is a series of steps to be followed to correctly answer the telephone, deal with complaints, give refunds etc. Organisations tend to have their own specific procedures.

Communicating principles to employees
An organisation may communicate its principles to employees in the following ways: The recruitment process Reading material       Group discussions Appraisals and feedback Improving team performance       Principles may be worked into the recruitment process. Interviewees asked about the organisation’s principles. Organisation handbook and vision statement include principles. This may be the first thing new recruits learn about the organisation. Printing out principles and posting them in the office ensures they feature in every employee’s day. Principles could be printed on commonly used items. Hearing principles read out is more effective for some. Managers and team leaders remind employees of principles. Discussion of whether an employee adheres to principles may be part of a...
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