into action steps to improve our customer service department. Count Customer Complaints Tallying up the number of complaints we receive from customers in a given period is a straightforward way to measure customer service effectiveness. It also is useful to count complaints that make it to the managerial level. In other words, when customers aren’t satisfied with responses from our customer service personnel, they may escalate the matter to a supervisor. Count up these instances and set a goal for reducing the number of customer service interactions that turn into complaints. Speed of Resolution HA_SITXCCS008_Learner Workbook V2.0_7Dec2017
Another way to measure customer service effectiveness is to measure the time it takes to resolve customer problems. This is not the length of phone calls. Rather, it is the amount of time it takes to get a replacement product, refund or other solution to the customer. Start by measuring our current average time, then set goals of shortening that time. The shorter the wait for a solution to a customer’s problem, the better he will perceive our company. Make it clear to our customer service representatives that we are measuring this factor, and they will become more sensitive to the amount of delay they cause customers. 9. Discuss a range of examples of methods used for obtaining feedback from customers. 1. Surveys 2. Feedback boxes 3. Reach out directly 4. User activity 5. Usability Tests 10. What industry or accreditation schemes exist that can be used by your workplace to improve customer service? Commitment Commitment to invest in people to achieve business goals Planning Planning how skills, individuals and teams are to be developed to achieve these goals Action Taking action to develop and use necessary skills in a well-defined and continuing programme directly tied to business objectives Evaluating Evaluating outcomes of training and development for the progress of individuals towards their goals, the value achieved and future needs. 11. Looking at your own organisation or thinking hypothetically, what policies and procedures assist in ensuring quality customer service? Following policies and procedure assist in ensuring quality service: Excellence in serving all customers including persons with disabilities. Ensuring that its working, living and learning environments are maintained free from discrimination. Providing accessible service for its employees and customers . HA_SITXCCS008_Learner Workbook V2.0_7Dec2017
12. Describe the objectives, components and comprehensive details of consumer protection laws that relate to customer service for your industry . What do they say about your business’s responsibility for? Nominating and charging cancellation fees? Under Australian Consumer Law , businesses who charge cancellation fees are required to have a Cancellation Policy. The policy should include: Terms & Conditions, usually provided on the business website; The process required to cancel a booking. For example, you must provide reasonable notice to
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