Assignment on Oragnisation's Hr Activities Functions
“Do what you do so well, that they will want to see it again and bring their friends” ~ Walt Disney (Film producer and entrepreneur)
Topic Five: Dealing with Customers and Clients
Customer service is the process of being of help or assistance to customers. This topic would mainly cover how organizations must cater for their customers’ needs by making them feel comfortable and respected and by anticipating and meeting their needs for information and action efficiently and courteously.
Objectives:
By the end of this topic students will be able to: − − − Develop skills in customer service, particularly communication skills Recognize potential communication barriers in customer relations and how to overcome them Apply various strategies in handling customer complaints
Commentary
Customer service is often misconstrued by many as a skill that needs to be practiced only by employees who work at the front desk – such as receptionist, phone operators or sales representatives. But you must understand that the sole existence of an organization is serving its customers, and your role as an employee of the organization in providing that service (regardless of your department, designation or responsibility) is to focus on the needs and expectations of the customer.
Customer Service
Dwyer defines that a customer is anyone who seeks or purchases goods and services from another. Business organizations exist to serve its customers by meeting their expectations and fulfilling their needs, it has become a challenge for the organizations as well as the customer relation employees to be seen as the best in the market. Due to this increasing demand for excellent customer service, it is of crucial importance to gain knowledge in this area. Therefore we need to discuss how you can provide a customer-oriented service: GREET AND SHOW EMPATHY WITH CUSTOMERS We’ve heard the expression ‘first impression is the last impression’ – although an old one, it is good advice. When you
Topic Five: Dealing with Customers and Clients
Customer service is the process of being of help or assistance to customers. This topic would mainly cover how organizations must cater for their customers’ needs by making them feel comfortable and respected and by anticipating and meeting their needs for information and action efficiently and courteously.
Objectives:
By the end of this topic students will be able to: − − − Develop skills in customer service, particularly communication skills Recognize potential communication barriers in customer relations and how to overcome them Apply various strategies in handling customer complaints
Commentary
Customer service is often misconstrued by many as a skill that needs to be practiced only by employees who work at the front desk – such as receptionist, phone operators or sales representatives. But you must understand that the sole existence of an organization is serving its customers, and your role as an employee of the organization in providing that service (regardless of your department, designation or responsibility) is to focus on the needs and expectations of the customer.
Customer Service
Dwyer defines that a customer is anyone who seeks or purchases goods and services from another. Business organizations exist to serve its customers by meeting their expectations and fulfilling their needs, it has become a challenge for the organizations as well as the customer relation employees to be seen as the best in the market. Due to this increasing demand for excellent customer service, it is of crucial importance to gain knowledge in this area. Therefore we need to discuss how you can provide a customer-oriented service: GREET AND SHOW EMPATHY WITH CUSTOMERS We’ve heard the expression ‘first impression is the last impression’ – although an old one, it is good advice. When you