Eric Asare p4
How is good customer service achieved?
Good customer service is achieved by the way you approach customer, the way
you ask question and Listen because usually what often happens is that a
customer comes in the store and will be simply looking around for something
they need or they could not be looking for anything in particular however it is
always civil to approach the customer and ask them if they need any assistance.
However the slip-up that many staff members tend to make is not giving
customers the space or the time before they make this tactic.
Select one organisation such as leisure or hotel etc… and then identify how each
organisation can provide consistent customer service?
In a hotel customers expect good quality service, examples of good customer
services are:
Smiling
Being friendly towards customers
Being respect towards customers
Listing t customers
Being honest
Going extra distance
Because the moment a customer goes into a hotel they will approach a staff
member, this staff member has to be very welcoming, approachable, easy to talk
and polite. The staff member will then have to ask the customer a few questions
in a friendly tone of voice without sounding too demanding. For example, the
type of room the customer would like to stay in and etc. when doing this the staff
member will have to show respect to customers at all times and the staff
member will have to provide the customer consistent customer service, by doing
all of this it will build the hotels a good reputation and people will start to
recommend the hotel to friends, families and others.
Why is it important to make and meet a commitment to customers?
It is important to make a meet and commitment to customers because this gains
the customers trust which could lead on to customer loyalty. by doing this
customers will feel more at ease and customers will start repeatedly come and
buy thing from your shop which is repeat purchase and then they’ll start to
spread the word to friends, families and others around the local area which will
bring more customers into your shop.
How does a staff member recognise queries, requests and problems?
A staff can deal with queries and problems in a professional manner. These are
ways it can be done by:
Always be smart
By being an excellent communicator at all-time both customers and
colleagues.
, Eric Asare p4
Have a full knowledge and understanding of the organisation.
Behave responsibly and maturely.
Show a great sense of initiative.
How do you deal with customer expectations?
A way a business can deal with customers’ expectations is by following up on
what the customers are saying even if a problem just a customer service agent
can surpass the customers’ expectations by following up with the customer. A
quick call to check if the product or service is working satisfactorily can show the
customer that the business cares about the customers and also it show that the
business has time to take problems on board and also it shows that the business
working hard to avoid similar situations in the future. This can be a useful way to
check feedback for the business because it gives the company a good idea of
how effective the business services is.
How do you deal with and speak to difficult customers?
A way to deal with difficult customers is by being in control of yourself because
what tends to happen a lot of the times is that the customers try to push your
buttons by getting rude to you and saying a lots of hurtful things so that you will
start arguing with them. So if lose control of yourself and say something hurtful
back, you will lose control of the situation and they could make complaints about
you and get you fired. Lastly remember by sounding bored, frustrated, disregard
or angry you could lose a good customer.
These are other ways to speak to difficult customers:
LISTENING
IDENTIFYING THE PROBLEM
AVOIDING BLAME
RESOLVEING THE PROBLEM
RESPECTING
EMPATHY
What kinds/types of behaviours or actions make a situation worse?
Ignoring the customer whiles they are on cell phone
Bad grammar
Chewing gum while talking to them
Scowl instead of a friendly smile
Not sincerely listening to the customer so you can help them in the least
amount of time.
Sarcasm
How is good customer service achieved?
Good customer service is achieved by the way you approach customer, the way
you ask question and Listen because usually what often happens is that a
customer comes in the store and will be simply looking around for something
they need or they could not be looking for anything in particular however it is
always civil to approach the customer and ask them if they need any assistance.
However the slip-up that many staff members tend to make is not giving
customers the space or the time before they make this tactic.
Select one organisation such as leisure or hotel etc… and then identify how each
organisation can provide consistent customer service?
In a hotel customers expect good quality service, examples of good customer
services are:
Smiling
Being friendly towards customers
Being respect towards customers
Listing t customers
Being honest
Going extra distance
Because the moment a customer goes into a hotel they will approach a staff
member, this staff member has to be very welcoming, approachable, easy to talk
and polite. The staff member will then have to ask the customer a few questions
in a friendly tone of voice without sounding too demanding. For example, the
type of room the customer would like to stay in and etc. when doing this the staff
member will have to show respect to customers at all times and the staff
member will have to provide the customer consistent customer service, by doing
all of this it will build the hotels a good reputation and people will start to
recommend the hotel to friends, families and others.
Why is it important to make and meet a commitment to customers?
It is important to make a meet and commitment to customers because this gains
the customers trust which could lead on to customer loyalty. by doing this
customers will feel more at ease and customers will start repeatedly come and
buy thing from your shop which is repeat purchase and then they’ll start to
spread the word to friends, families and others around the local area which will
bring more customers into your shop.
How does a staff member recognise queries, requests and problems?
A staff can deal with queries and problems in a professional manner. These are
ways it can be done by:
Always be smart
By being an excellent communicator at all-time both customers and
colleagues.
, Eric Asare p4
Have a full knowledge and understanding of the organisation.
Behave responsibly and maturely.
Show a great sense of initiative.
How do you deal with customer expectations?
A way a business can deal with customers’ expectations is by following up on
what the customers are saying even if a problem just a customer service agent
can surpass the customers’ expectations by following up with the customer. A
quick call to check if the product or service is working satisfactorily can show the
customer that the business cares about the customers and also it show that the
business has time to take problems on board and also it shows that the business
working hard to avoid similar situations in the future. This can be a useful way to
check feedback for the business because it gives the company a good idea of
how effective the business services is.
How do you deal with and speak to difficult customers?
A way to deal with difficult customers is by being in control of yourself because
what tends to happen a lot of the times is that the customers try to push your
buttons by getting rude to you and saying a lots of hurtful things so that you will
start arguing with them. So if lose control of yourself and say something hurtful
back, you will lose control of the situation and they could make complaints about
you and get you fired. Lastly remember by sounding bored, frustrated, disregard
or angry you could lose a good customer.
These are other ways to speak to difficult customers:
LISTENING
IDENTIFYING THE PROBLEM
AVOIDING BLAME
RESOLVEING THE PROBLEM
RESPECTING
EMPATHY
What kinds/types of behaviours or actions make a situation worse?
Ignoring the customer whiles they are on cell phone
Bad grammar
Chewing gum while talking to them
Scowl instead of a friendly smile
Not sincerely listening to the customer so you can help them in the least
amount of time.
Sarcasm
