I33y's blog

merit for m3

Merit work for m3

• improvement to quality service
  the business can provide a good quality service by making sure the customer doesn’t have to wait long in the queue's which they start to get vexed about, making sure they create more tills to serve customers faster, quicker and easy.
• Reliability
  businesses focus on employees who are reliable and consistent on the amount of work they produce within the business as well as outside the business, this includes how hardworking the employees are which to maintain the hard work as well as keeping consistent, therefore other employees and also businesses are confident in relying on the employee.
• Keeping staff
  businesses keep their staff to show their customers that they have employed people that are suitable for the organisation which they can help solve their customers problems in any manner.
• Attracting new customers
  businesses attract new customers by selling them good deals as well as making sure they have received the best customer service possible, which they can tell their families and friends which will be passed on to others which will gain the businesses more customers.
• Increasing sales turnover
  businesses do this so customers can buy products from their organisation when on sales as well as so they can sell the old stock and import new stock when the old stocks are sold. Therefore some businesses do this so they could attract more customers towards their organisation if it is not making enough profit..
• Complying with legal obligations
  business would obviously obligate with the legal obligations to make their business move ahead because if they don’t follow these required requirements then their business would have to be closed down, which will make their reputation go down as well as lose customers
• Job satisfaction
  this is how the individual of a female or male are happy with their job at any organisation. the more satisfied they are the better the job will be for them. This includes the individual to be consistent and confident thought the day of their job. Therefore the better they are the better it will be for their customers with in the organisation
• Working environment
  employees want a good healthy environment to work in their business which there isn’t any danger to work as well as everything is safe and tidy which cannot cause any danger either to its employees or customers. Therefore if this danger is caused then the business will lose its customers as well as hardly anyone will step in the job because it’s dangerous, people can lose their lives as well as gain serious injuries depending on the location of the business as well as the environment around it.

 

customer service memo

Memo
To: Employees
From: Israr
CC: Mr Coakley
Date: 09/11/2009
Re: customer service
What is customer service?
Customer service is a service which provides information to the customers about an item purchased as well as sorting out inquiries and problems that customers face.

What is first directs mission statement? Is it good or bad?
The mission statement for first direct is good because they have more than 80 millions customers as well as their customer services is based on their customers which direction they lead the business to, therefore it is the UK’S number one leading bank. However the great thing about this bank is that each employee stays with the same customer to sort out their inquiries than any other employee through out that period of time.

What is the for main elements of customer service at first direct?
•focus more on their customers than any other people
•dealing with customers complaints promptly and fairly
• each employee sticks with the same customer to sort out their inquiries than any other employee
• offering informed guidance on any products that are available

How to evaluate customer service

How to evaluate customer service

informal feedback:

this involves how any  business is doing  for example comet,tesco's etc. on the customers reviews and opinions by giving them questionaires and surveys to do so they know how good,bad or ok they are doing,this also indicates the direction which way the business is heading as well as passing these opinions and reviews from the customer to the manager which can make the service of the business much better


customer surveys/Questionaire:
this involves customers filling a questionaire or a survey given by the business to show how well they are doing as well as giving their own reviews on how to improve and develop the business more to make a great impact in the future for example charles lawson



customer comment cards /Questionaires
this is basically the same as customer serveys and questionaires but the only difference is that this is a mini questionaire which you tick or cross on the sheet given to you by the owner of a business for example at thorpe park. thorpe park give you questionaires after you have visited the theme park whether you like it or didn't like it



mystery customers:

this involves a mystery customer shopping either in side a shop or roaming around inside a business which the owner of the shop or business doesnt know but the manager does,this mystery customer then feedbacks on the shop or business at the end when they have bought a product from a service been provided for them,therfore this mystery customer checks if the person serving is polite to its customers which their attuide towards its customers is appropriate and the way which the service was delivered.

staff feed back

this involves the staff commenting or complimenting on other staff to ensure positive or a negative feedback. this includes staff passing on comments to other staff relating to their work or other issues. staff feedback is valuable for two reasons,first many staff deal directlty with external customers which are out side the business. the second way is the staff are internal which is employees inside the business,which their views are also important as the external customers.


complaints/compliment letters

customer making a complaint either by using telephone or letter indicates there is a problem.if there are major problems regarding one decent thing then obviously there is a serious problem which needs immediate checking. this is why some businesses check the common problems that occur in a business which they can make sure they dont arise in the future for example sainsbururys,currys etc

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