Providing great customer service and having the ability to retain customers require consistency in delivering the anticipated services. Customer service encompasses having the ability to provide a service or product to customers by means in which it was promised. However, there are times when unforeseen circumstances may occur, resulting in customer service breakdowns. Understanding the effectiveness of customer service relations provides the assurance needed to handle complicated service related issues. A well qualified customer service representative has the acquired skill to effectively defuse a potentially damaging service related matter. Service recovery influences customer retention and improves customer satisfaction.
Service recovery refers to a series of actions in which customer complaints are identified, and immediately resolved. Additional steps may be required, and should be taken if needed to defuse a potentially damaging customer service related issue. The primary focus of the service recovery is claiming responsibility; admit to the customer that you are at fault and apologize to the customer for the problems caused - whether or not you are at fault. It’s natural to want to blame someone for a mistake, but the customer doesn’t care whose mistake it is, it’s the CSRs responsibility to correct the wrong. If further compensation is required, you must do what it takes to assure customer satisfaction. It is the responsibility of the CSR to own the problem, apologize and take the necessary steps to resolve it - preventing further breakdowns in service. Service breakdowns occur when customers are dissatisfied with the service they received.
When dissatisfied customers are provided with additional options,...
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...mer feedback and reacting to any inconsistencies will help promote customer satisfaction and loyalty.
In summary, as a customer representative, I have been in unpleasant situations that have required me to calm irate customers. I’ve discovered first hand, that an apology is worth a thousand words; from experience, I understand the impact of being a great listener, especially when dealing with irate customers. However, we know that providing great customer service doesn’t end with apologizing, or being a tentative listener. It is our duty as CSR’s to go above and beyond providing customer satisfaction. We must show our customers that we value and appreciate their services, by providing them with the value of service they will appreciate. In the process we will gain loyal customers, prevent customer defections and generate free advertising by word-of mouth.
5 – High Apologize, put the customer at ease, tell him you are here to help him and ask him to explain his concern to find a possible solution.
The customer support and customer service functions are more than departments; they are part of an essential strategy for growing your business. In the modern business climate, customers expect answers to their questions immediately. When the right information is available anytime, from anywhere in the world, customers are more likely to have a positive experience, thus customer loyalty will be increased. It is a known fact that the cost to obtain a customer is ten times higher than to maintain and keep existing customers. (Gouran, Dennis, W.E. Wiethoff, & J.A. Doelger. (1994). Mastering communication. 2nd ed. Boston: Allyn and Bacon.) Not in Reference Pg.
There are three stellar rules for customer service that I extrapolate as the most important. Per Raines (2013), Rule one for stellar customer service indicated that a house divided will not stand. This reminds me of the motto, “United we stand, divided we fall.” I am more vested in going above and beyond my job description and functions for former employers who have treated me well, which motivates me to pay it forward towards customers with stellar customer services. According the author, “get internal house in order, treat employees well and pass treatment to customers (p. 272).”
The recovery model is a substructure for change enclosing the need for clients to learn to deal with the results of their mental instability and to reach their ultimate level of operating, while creating new essence for their lives. The Recovery Model simply accentuates a stage model of change similar to the analytically sustained configuration. Patients in altered phases of change inclination require a variety of counteracting methods. More active and behavioral techniques may work best with patients ready to change, whereas patients lacking insight will need help in identifying their problems. A model seeks to uplift mental health services clients. To summarize the assumptions, recovery is a process putting the individual
One in five Americans, approximately 60 million people, have a mental illnesses (Muhlbauer, 2002).The recovery model, also referred to as recovery oriented practice, is generally understood to be defined as an approach that supports and emphasizes an individual’s potential for recovery. When discussing recovery in this approach, it is generally seen as a journey that is personal as opposed to having a set outcome. This involves hope, meaning, coping skills, supportive relationships, sense of the self, a secure base, social inclusion and many other factors. There has been an ongoing debate in theory and in practice about what constitutes ‘recovery’ or a recovery model. The major difference that should be recognized between the recovery model and the medical model is as follows: the medical model locates the abnormal behavior within an individual claiming a factor that is assumed to cause the behavior problems whereas, the recovery model tends to place stress on peer support and empowerment (Conrad and Schneider, 2009). This essay will demonstrate that the recovery model has come a long way in theory and practice and therefore, psychological well-being is achievable through this model.
There was this day that I caught a customer being very impolite to an employee after he had difficulties finding an item for the customer. The customer heartbreaking motions had made him apprehensive and he began to freeze. I instantly advanced over to the circumstance keeping in mind the end goal to help the customer and the employee, and endeavor to determine the circumstance in a quiet and professional way. I then began by remaining beside the employee and revealing to him that everything will be okay and that I would assume control from
Customer service skills come in handy here. An employee must be politely offer help and make a customer feel good about themselves whether they buy something or
Customer service is valued as a competitive tool by many organisations. It gives you the ability to gain customer loyalty while meeting the customer’s expectations. Staff will have many skills and knowledge that will provide a competitive edge. Most organisations are known for the quality of their customer service. This means that they are known for good customer service or poor customer service. However, being known for good customer service will attract customers. It will also attract customers who are usually hard to reach.
Throughout my career, I gained extensive knowledge and experience in customer service. I have always focused on exceeding exceptions related to customer service and supporting our internal and/or external customers. I always ensured understanding from the customer viewpoint to identify, understand, and anticipate customer needs. I have interacted with other organizations in the IT group to provide proactive solutions to the business and deliver quality, timely, transparent, and personable communication and support. While serving as a project lead and a developer in different organization I have demonstrated a commitment to quality and strive to deliver the best possible results.
Close to the Customer: Customer satisfaction is very important throughout all the roles that the business plays. Many companies forget about their customers, whereas successful companies have an obsession with their customers. Excellent product quality and reliability will make a satisfied customer. Great service will keep the customer coming back.
In managing the customer mix, satisfying all customers with the same service delivery is virtually impossible, particularly because many patrons have different ideas regarding what is appropriate and reasonable in any situation. One solution to this problem is for organizations to educate customers about the types of behavior expected of them when visiting their particular
a) Good customer service is a critical component of a quality product. Collier (2011) states that service needs to be consistent, continuous, thoughtful and available. These are crucial in meeting and exceeding customer expectations. Collier also continues on to state that staff providing customer service must have appropriate skills, knowledge and personal attributes to execute a high standard of service. These skills have been identified by Collier as listening skills, punctuality, courtesy, integrity and grooming. The skills and qualities identified are reflected by the five key components of customer service tangibles, reliability, responsiveness, assurance and empathy. The five components have been provided by the SERVQUAL service measuring
Listening is one of the most important steps with dealing with a difficult customer. By listening your can gain a better understanding of the situation and how to solve the issue. It’s important to let the customer voice their complaint and feel that the company takes each and every ...
Being a customer service representative, respect is something that you must have. I learned that everyone does not hold the same status in life but even if they do not respect still apply. Working as a customer service representative I have one
When entering a restaurant, I usually expect to leave full, satisfied, and wanting to come back again. I believe that many people expect the same thing. If I am paying for a service, I expect for it to be impeccable. When I receive poor service, I act based on the circumstances. I can be outspoken, quiet, or apologetic when I receive poor service.