Coordinate implementation of customer service …...Coordinate implementation of customer service strategies and address customers needs 1.Stay in Touch Let your customers know you

Coordinate implementation of customer service

strategies and address customers needs

http://www.slideshare.net/nusantara99/customer-service-strategy?from=share_email

21/05/2014

BSB401B & BSB402B Coordinate implementation of customer service

strategies and address customers needs WOBV1

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What is customer service ? • Customer service is the provision of service to customers before, during and after a

purchase. • "Customer service is a series of activities designed to enhance the level of customer

satisfaction – that is, the feeling that a product or service has met the customer expectation."

• Its importance varies by products, industry and customer; defective or broken merchandise can be exchanged, often only with a receipt and within a specified time frame. Retail stores often have a desk or counter devoted to dealing with returns, exchanges and complaints, or will perform related functions at the point of sale;

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Customer service cont’d.. • Customer service plays an important role in an organization's ability

to generate income and revenue. • From that perspective, customer service should be included as part

of an overall approach to systematic improvement. A customer service experience can change the entire perception a customer has of the organization.

• The quality and level of customer service has decreased in recent years, and that this can be attributed to a lack of support or understanding at the executive and middle management levels of a corporation and/or a customer service policy.

• To address this most organizations have employed a variety of methods to improve their customer satisfaction levels.

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Connecting with Customer needs • The customer should be at the centre of a firm’s activities and the company that thrives is the one that serves customers’ needs better than the competition. Yet often it is the customer who is most adept at serving the customer’s needs.

Customers and Technology • Customers being able to take control of the marketing activities aimed at them is

what customer empowerment is about. Today, technology is making it more possible for the customer to do exactly that. In a recent survey, the chief marketing officers of 250 top companies were asked about the key factors that influence the performance of their companies. The officers’ response? ;

• A company’s ability to interact and respond to its customers as well as empower them.

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Customer Service Strategies That Win The Importance of Customer Loyalty You can have every product that anyone could possibly want, but if you don't treat your customers well, you can kiss your business goodbye. Numerous studies have shown that it's much more expensive to attract new customers than it is to keep existing ones, so it's vital that your business focus on making customers happy. Source: http://www.allbusiness.com/6-customer-service-strategies/16681016-1.html#ixzz25jOkY300

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http://www.allbusiness.com/6-customer-service-strategies/16681016-1.html%23ixzz25jOkY300











1.Stay in Touch Let your customers know you value their business by reaching out. Newsletters, postcards, individual letters, phone calls, and emails are all effective ways to deliver news about products, special promotions, and store events. Encourage customers to sign up for these communications in your business, and make sure you have their permission before adding anyone to an email list. Be sure to send a thank-you note after a customer makes a major purchase, inviting them to contact you with questions, feedback, or to discuss additional requests. Focus on letting customers know that you can solve their problems and meet their needs. http://www.youtube.com/watch?v=rjD5VAGj9XE&playnext=1&list=PLEB35F71B0DFB7353&feature=results_main

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http://www.youtube.com/watch?v=rjD5VAGj9XE&playnext=1&list=PLEB35F71B0DFB7353&feature=results_main





2. Make Great Service a Priority Excellent customer service requires training that constantly reinforces the message that customers always come first. Start with the little things, such as a standard way of politely greeting people on the phone or online, and being sure that sales staff courteously greet anyone who enters the store. The best way to ensure that staff will treat customers graciously is to set the right example. If you do things the way you'd like them done, that will be more effective than lecturing or criticizing.

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3. Store collective Wisdom Set up a system for responding to customer inquiries or complaints. Problems will be caused if employees provide inaccurate information, or quote policies that may not be achievable. Problems should be resolved during the initial customer contact, or within one business day at the most. If more time is needed, let customers know -- don't leave them Hanging on. Also, develop a "knowledge base" -- a store of information with answers to common questions, methods for solving problems, and standards for resolving disputes. This can be as simple as a notebook, a searchable text file on a computer, or a database. 21/05/2014



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4.Empower Your staff There is nothing more frustrating to a customer than encountering a frontline company representative with no authority to help solve a problem. Where there is no policy -- and occasionally in cases when the policy needs to be flexed -- you need to empower certain people to make decisions, use good judgment, and be flexible with the rules. Ask employees to document these special cases. Depending on the size of your operation, you may want to designate one person per shift as chief problem-solver.

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Know Your Customers A formal method of tracking your customer interactions will help you identify your best customers, as well as those who have stopped visiting your business and need to be lured back. Simple Web-based customer relationship management software applications can help you do this, and many cost less than $20 a month. Simply enter each customer's contact information and notes about their transactions. CRM software lets you sort this data or analyse it to uncover useful information

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6.Manage Customer relationships Everyone loves special treatment. Once you have established a track record and some history about your customers, you can begin to identify and reward your most valuable ones. Perhaps you can offer a special discount or make a follow-up call to those who have needed recent repair work. Use the information you've gathered to make customer service a science. Provide a quality experience and complete satisfaction, and they'll keep coming back for more. http://www.ehow.com/video_2280034_documenting-everything-customer-service.html

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http://www.ehow.com/video_2280034_documenting-everything-customer-service.html










Customers rights and responsibilities Competition and Consumer Law What is the Australian Consumer Law ( ACL)? The ACL is a law enacted by the Federal Government concerning consumer protection and fair trading. It is part of the Competition and Consumer Act 2010 – which is the new name that has been given to the TPA. http://www.youtube.com/watch?v=4aSNDMXDaU8 Each State and Territory has enacted legislation that makes the ACL applicable in their jurisdiction so that the same provisions will apply across Australia. The ACL will be administered by the Australian Competition and Consumer Commission (ACCC) and each State and Territory’s consumer law agency (e.g.. NSW Fair Trading).

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http://www.youtube.com/watch?v=4aSNDMXDaU8



Competition and Consumer Law cont’d… GENERAL PROTECTIONS – MISLEADING AND DECEPTIVE CONDUCT The ACL provides a general protection that prohibits misleading and deceptive conduct. This protection is unchanged from the TPA. Conduct can be held to be misleading or deceptive if it leads a person into error, whether literally false or not, or that has the potential to do so. Misleading and deceptive conduct can include: Factual error – for example, when an advertisement or advice for a degree program states that the program is accredited by a professional body, when it is not.

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Competition and Consumer Law cont’d… GENERAL PROTECTIONS – MISLEADING AND DECEPTIVE CONDUCT Literal but misleading truth – for example, it could be misleading for a University to announce the appointment of a new staff member who shared the same name as a Nobel laureate, without making clear that the appointee was not that same person. Ambiguous advertising – for example, an advertisement that states a degree program includes a placement with a leading company to develop practical skills, but fails to state that it is the student’s responsibility to arrange their own work placements, could be held to be ambiguous. Penalties - Should a RTO/ University be held to have entered into misleading and deceptive conduct it may be subject to injunctions, damages and compensatory orders.

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Competition and Consumer Law cont’d… SPECIFIC PROTECTIONS - CONSUMER GUARANTEES The ACL has introduced a new national law guaranteeing consumer rights when acquiring goods ( products) and services. The law is based on the implied warranties and conditions that previously existed in the TPA and State fair trading laws. They do not create significantly different rights and obligations, but do set them out in a clearer way. http://www.youtube.com/watch?v=_JnzUp4bh2Q Previously, consumers were required to enforce their rights as breaches of contract – now, the ACL sets out remedies for a breach. The statutory consumer guarantees apply regardless of whether they are expressly stated in a contract of sale, and cannot be waived or excluded from transactions with consumers.

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http://www.youtube.com/watch?v=_JnzUp4bh2Q



Competition and Consumer Law cont’d… Consumer guarantees that apply to goods and services include that the service be rendered with due care and skill, the service is reasonably fit for the purpose for which the consumer acquired the service and that the service is provided in a reasonable amount of time. Goods and services subject to the consumer guarantees include all goods and services that cost up to $40,000 (regardless of purpose) and goods and services that cost more than $40,000 when acquired for personal, domestic or household use. The provision of degree programs for fee-paying students is therefore subject to the consumer guarantees.

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Competition and Consumer Law cont’d… SPECIFIC PROTECTIONS – FALSE OR MISLEADING REPRESENTATIONS The ACL, like the TPA, specifically prohibits the making of false or misleading representations in connection with the supply of goods and services or in connection with the promotion of the supply of goods and services. For instance, a University cannot make false or misleading representations about the standard, quality, value or benefits of goods and services that it supplies.

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SPECIFIC PROTECTIONS – FALSE OR MISLEADING REPRESENTATIONS cont’d…. Examples of false or misleading representations include: Non-disclosure of important information – for example, a university promoting a degree program in a particular country and not disclosing the fact that the degree program is not recognised in that country for professional accreditation could be held to be false and misleading. Also, not disclosing to current students that a degree program had lost its professional accreditation could also be false and misleading.

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SPECIFIC PROTECTIONS – FALSE OR MISLEADING REPRESENTATIONS cont’d…. Examples of false or misleading representations include: Groundless opinions – expressing an opinion that is honestly held is not a false or misleading representation. However, if the opinion was expressed in a manner that implied the opinion was based upon considered research or relevant expertise, and this was not the case, then it could be false and misleading. For example, making a claim that staff or facilities were “world-class”, even if expressed as an opinion, may be taken to imply that it was based on some rigorous comparison of other institutions. If this is not the case it could be false and misleading.

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Competition and Consumer Law cont’d… Newly introduced by the ACL is the specific protection for false and misleading representations that purports to be a testimonial relating to goods or services. Testimonials are statements from previous customers about their experience with a product or service. For example, a student making a statement about the benefits of completing a particular degree program or their experience at a university while studying. Misleading representations that purport to be testimonials can persuade people to buy something to their detriment, based on belief in the testimonial. For example, an advertisement where an actor portrays a real person and falsely claims to have learnt new skills from participating in a University professional education activity would be a false and misleading representation. Also, a testimonial by an actual student that made false or misleading statements about the quality of facilities for students is unlawful. Penalties – making false or misleading representations is an offence that carries criminal penalties for individuals up to $220,000 and for body corporate up to $1.1 million 21/05/2014



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Customer Service technology UGG Australia Online Customer Service http://www.uggaustralia.com/on/demandware.store/Sites-UGG-US-Site/default/Return-Start Customer service drives business, and technology is increasingly a component of how that service is delivered. Technology is not a replacement for human interaction , but the right technology can enhance customer service. http://www.youtube.com/watch?v=9yvi7riHCFU

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http://www.uggaustralia.com/on/demandware.store/Sites-UGG-US-Site/default/Return-Start

http://www.uggaustralia.com/on/demandware.store/Sites-UGG-US-Site/default/Return-Start

http://www.youtube.com/watch?v=9yvi7riHCFU



Web sites Today, Internet sites are basic customer service tools. Having an informational web site, as opposed to a web site with electronic commerce capabilities, is akin to having a listing in the white pages or Yellow Pages, only better. With a well-designed — yet basic — web site, a distributor can enhance a customer's first impression of the company and its services much better than is possible in a local telephone book. The same web site also adds creditability to a distributor by saying the organization is part of the 21st century. This is not to say that distributors without websites are not credible or viable. These distributors, or any other marketer for that matter, may simply be late-or non adopters of technology, perhaps because they chose to avoid the hype and its subsequent disappointment or because the technology does not fit their market or enhance the service they provide to customers. "We tend to overestimate the effect of technology in the short term and underestimate the change in the long run," says Roy Amara, a founding member of the Institute for the Future (www.iftf.org). He's talking about how we perceive innovation. For the web, the "short-term" is long past — it is no longer an emerging technology. Rather, the web is becoming a transcendent technology — it has universal acceptance and application. Just as importantly, the hype is over — at least for the most basic application of the internet, the informational website.

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E-commerce By one definition is, any presence on the Internet is e-commerce. By another, e-commerce is the selling of goods via web pages. Whatever the definition, e-commerce is a prominent buzzword, and many distributors are approaching this form of customer service with caution. There are, however, early adopters, albeit in limited form. For example, Toll Transport provides established customers with online access to their invoices and balances, proofs of deliveries . In some instances customers can track their delivery status

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Self-service Right now, no one expects gases and welding distributors to become like Amazon.com, a leading example of successful on-line self-service. That does not mean the idea of on-line self-service should be dismissed and forgotten as over-the-top customer service or hype. Much of what is successful online today, including Amazon, eBay and Google, was dismissed by many people only a few years ago. At this time, the majority of distributors are not convinced that implementing a full-blown, self-service, e-commerce web site with online ordering, frequently asked questions (FAQs), white papers and other features is the way to go.

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Self-service Self-service can reduce customer service costs by decreasing the number of employees needed to maintain customer service but comes at considerable cost. Most distributors, and most companies for that matter, cannot afford such large investments, but they may be able to afford incremental investments in customer service technology that makes sense for their business and customer base. Distributors should consider asking two questions as part of their ongoing evaluation of any technology: Is it necessary? Will it drive down costs ?- discuss.

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Proceed with caution Customer self-service has been growing in a variety of consumer areas, led by gas stations and supermarkets. Electronic retailers such as Dell Computers and Microsoft have complete, self-help features, including online and telephone procedures for customizing, configuring and ordering the products anyone wants to buy from them. However, customers still can become frustrated with those systems, and hang up telephones or abandon on-line shopping carts. 21/05/2014



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Proceed with caution "There is no doubt at some point customer self-service did not produce the desire results of better customer care at less cost," says Estaban Kolsky, consumer service research director of Gartner Inc. (www.gartner.com), an information technology advisory firm. "There is no question that at some point self-service developed something of a bad reputation," he adds. However, the image of self-service, online or otherwise, is changing, partly because of consumer demographics and partly because of a dramatic improvement in self-service technologies, such as voice-response systems and intelligent instant messaging computer programs

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Hand-held’s • Cell phones are now ubiquitous and used in a myriad of

ways. Just about every business person on the planet recognized quickly the advantages and simplicity of implementing cell phones into their existing infrastructures and business environments and as an aid to customer service.

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Hand-held’s • Early adopters of other hand-held devices have found

similar advantages in implementing bar-code readers, personal digital assistants (PDAs or smartphones), notebooks and other hand-held’s in the field, warehouse and office. These advantages include tracking assets, such as gas cylinders, and field employees, and capturing information and customer signatures in real time at the point of business activity. Other companies view some of the hand-held’s , such as mobile computers, as financially unfeasible or, simply, inappropriate for their business model, environment or size.

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Coordinate implementation of customer service …...Coordinate implementation of customer service strategies and address customers needs 1.Stay in Touch Let your customers know you

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