Customer service

Question 1

What is a Mission Statement?

Answer 1

A short statement of the aims of an organisation and how to achieve these aims, will assist in decision making and provides framework.

Question 2

Name Features of good customer service

Answer 2

• putting the customer first.
• communicating effectively with customers.
• ensuring staff are knowledgeable about products/services.
• effective in dealing with complaints.

Question 3

Outline a complaints procedure

Answer 3

• all complaints should be treated seriously and logged.
• they should be handled by specially trained staff.
• time limits should be established.
• the results of the investigation should be communicated with the customer.

Question 4

Outline staff training within a company

Answer 4

• start with induction training and should continue throughout employment.
• some organisations offer qualifications on customer service.
• reminders and prompts may be placed around the organisation.

Question 5

Name benefits of good customer service

Answer 5

• increased profitability
• less complaints
• reputation is increased (attracting customers and staff)
• motivated and high performing staff
• satisfied and repeat loyal customers who then recommended the business.

Question 6

Explain the benefit to the employer and employee of investors in people

Answer 6

Employee-

• recognition and improved job satisfaction.
• supportive working environment.

Employer-

• improved morale and motivation.
• increased productivity and profit.

Question 7

Effects of poor customer service

Answer 7

• demoralised and demotivated staff.
• high level of complaints.
• dissatisfied customers won’t return or recommend.
• difficult to turn around a poor reputation.