Reference no: EM131189432

Project 1.

Select a scenario that you are familiar with where a customer interacts with an organisation. For example a customer in an electronics shop, a client in a hairdressing salon, a person borrowing books in a library. Describe who the two parties are, and what the transaction entails.

Write a short guide to customer service for the representative of the organisation.

Your guide should cover how to:

• Identify and clarify customer needs and expectations
• Assess the urgency of the request
• Determine priorities for service delivery
• Inform customers about available choices
• Assist in the selection of preferred options
• Identify when they, or the organisation, is unable to address the customer needs and the appropriate course of action to take
• Seek appropriate assistance from other personnel where appropriate
• Provide prompt service to customers
• Handle customer complaints sensitively and courteously
• Provide assistance or respond to customers with specific needs
• Use opportunities to promote services and products
• Regularly seek customer feedback
• Review customer satisfaction using verifiable evidence
• Identify opportunities to enhance the quality of service and products
• Monitor procedures for effectiveness
• Use feedback to improve customer service
• Suggest ways to modify products or services based on customer satisfaction data
• Write customer service reports that are clear, detailed and contain recommendations