Demonstrate understanding of customer service

6.1 How does your retailer currently manage customer expectations? Describe in details at least 2 examples of messages it focuses on and their delivery

In my current job I perform customer services. In the area which I’m basically specialized in is convincing my customers to purchase different kind of objects. For example, phone cases, chargers, and of course mobile devices. I also have the opportunity to have the cashier under my own supervision and even handle the store’s deposit. Most of the times I open the store and close it at the end of the day. In addition I also do the store’s inventory and clean the store whenever it is my turn to close it.

Write your own philosophy and definition of customer service: My philosophy is to take personal responsibility for developing a positive relationship and providing a good experience for each customer by giving efficient, accurate and prompt service, by listening to and understanding the customer's needs, by meeting or exceeding these needs and by meeting my commitments, keeping my promises and taking ownership of my

Pursuing to meet customer expectations is a critical and strategic decision. It is not something an organization does simply to satisfy a standard but it is something does to stay in the business. Meeting customer expectations should be the ultimate goal. Although profit and revenues are very important, this is nothing compare the results of fulfilling customer needs and expectations. Everyone must involve in meeting customer expectations. All personnel should have the capability to meet what the customers expect them to do. Customers are only satisfied if their expectations are consistently met. To be competitive, expectations of customers must meet in a timely and cost effective manner.

The modern help desk is something most every consumer of technology will experience now days, be it through toll-free numbers, websites, instant messaging or e-mail. However this is just what a help desk has evolved into in the modern day. The need for good customer relations has been around since the client-customer model came into use. Known as “customer support”, it has changed dramatically over the past 100 years.

8) Encourage employees to talk to their "worst nightmare" customers. Customers who are most demanding, who complain the loudest or who are hardest to please can be a rich source of information in your customer service improvement efforts. After all, if you can please these "tough customers" you should be able to consistently delight your average customers.

Service leaders need to be aware that customers who use self-service or calling in are not different customers. Majority of customers use self-service first and call in as a last resort to resolve their issues. “It 's called channel switching—when a customer initially attempts to resolve an issue through self-service only to have to also pick up the phone and call—and it 's plaguing the customer experience in a way few service leaders fully understand or appreciate,” writes Dixon, Toman & Delisi (2013, p. 13). These customers have a negative impact on businesses because they increase operational cost and have lower overall customer loyalty.

Today’s retailer are looking for ways to compensate for increasing competition, price pressure, and operational cost. A customer satisfaction strategy is a top focus, when retailers can enhance their knowledge of the customers across the retail channels, they can strengthen customers’

At AOL, they have poor call centers, where there is a long automated voice system before you reach a human. The employees are coached to hang up on customers that are irate. The customer service representatives also ask the consumers not to tape their conservations or they will hang up on them if they don’t

d. Give employees the skills, tools, and supporting processes needed to deliver the defined customer experience.

Problem Solving – Customer satisfaction: add into to database and try to resolve issues before they turn into problems

The top most requirement in successful marketing is achieving customer satisfaction. The business person should, most importantly, realize that customer satisfaction is the most important step into marketing success and so should always be the number one priority of the company (Ball et al, 2006). As the only people who know what customers want are customer themselves, the business

The satisfaction of our customers is important to us. Therefore, we offer an ideal, pleasant and personalized to achieve our objective environment.

Customer service has become an important part of business for a number of reasons. Nowadays, customers have numerous choice of selection where they will buy product/ service based on their needs; therefore customer service is importance to build up customers’ loyalty and their returns. It is difficult for any organisation survive without customer service as there are no one to create connection between organisations and customers, handle payments or answer questions from prospective customers. Social media customer service grows fasted and strongest in customer service department. The strategy is not only answer questions and complaining from customers by using social media network; such as Facebook, Tweeter, Youtube, Blog, but also to create a strong faster connection between organisation and customers. According to the recent Social Media Customer Service Report conducted by TNS, surveyed more than 1,000 UK consumers and found that 57% of consumers preferred to search online to solve their customer issues then using traditional ways to interact with customer service department such as calling or email. Some in respond to this social customer service trends, some companies quickly create their pages for social customer service on Facebook, Tweet as well as the resources to be quickly and efficiently respond to customers. Online fashion companies is a leader in provide online customer service; for example, ASOS, Zara, Boohoo, they provide their Facebook,

4. To recommend on how to build customer satisfaction with regards to customer loyalty and managing customer relationship.