customer service task 2.docx - #task2BSB41015 CERTIFICATEIV...

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# task2 BSB41015 CERTIFICATEIV IN HUMAN RESOURCES BSBCUS403 IMPLEMENT CUSTOMER SERVICE STANDARDS RATER model analysis Reliability: did the company provide the promised service consistently, accurately, and on a timely basis? the company matches up to its stated customer service standard Getting through to a customer service operator without having to wait is hard booking services isn’t quick need to second time to confirm for customer service to get my email of booking service Assurance: do the knowledge, skills, and credibility the employees inspire trust and confidence? The cleaning staff are clearly valued but it appears this is verybdifferent for the customer staff as per the customer feedback Tangibles: are the physical aspects of the service (offices, equipment, or employees) appealing? The tangible cleaning experience is appealing but not the customer service Empathy : is there a good relationship between employees and customers? Between cleaner and customers but not customer service staff and customer Responsiveness: does the company provide fast, high-quality service to customers? Cleaning service is high quality, but customer service is not responsive Recommendations for improvement Strengthen your customer service skills. ... Look at every touchpoint. ... Improve your customer interactions. ... Enhance your customer service strategy. ... Make sure your reps are engaged. ... Give your customers a way to provide feedback. Use authentically positive language, stay cheerful no matter what and never end a conversation without confirming the customer is satisfied. Must be know about customer profile from database Follow-up after a problem is solved . Make sure the issue stays fixed and that your customers were satisfied with the service. Sending an email, or even a feedback survey is an excellent way to let the customer know you’re still on their side. Cater to your customers . Make sure you are fully meeting your customers’ needs. Consider assigning reps to specific customers so they can build a relationship.
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