Mr Gio Paris
Unit 7(TC)
1.1 Explain how an employee’s self presentation can affect a customer’s opinion of the individual and their organisation
Customers form negative or positive impressions of employees based on the employee’s self-presentation for example if the employee is using an aggressive tone of voice it suggests that they are unwilling to help the customer. However, if the employee is thanking the customer for their enquiry it makes the customer feel special. Customers also form negative or positive views of the organisation based upon the way the employees present themselves, for example if the employee is not listening carefully to the customer’s requests it suggests that the organisation does not care about its customers. However, is the employee’s personal appearance is tidy it suggests that the organisation is well organised.
1.2 Explain why keeping customers satisfied is important to organisations
Keeping customers satisfied is important to organisations because it has potential benefits to the organisation meeting financial or service goals for example staff bonuses, recruitment of new staff, opening new branches, promotion of existing staff and boost to organisation’s image or reputation. However, if the customers are not satisfied there are potentially negative consequences such as the organisation not meeting its financial or service goals which could lead to employee’s jobs put at risk, no pay rises given, damage to organisation’s image or reputation.
2.1 Describe the key areas likely to be contained in a customer service protocol
The key areas likely to be contained in a customer service protocol are the common key areas such as receiving enquiries by telephone/email/post/in person, following up customer enquiries, dealing with customer complaints and referring customers to other departments.
2.2 Explain why it is important for employees to follow customer service protocols
It is important for employees to follow customer service
1.1 Explain how an employee’s self presentation can affect a customer’s opinion of the individual and their organisation
Customers form negative or positive impressions of employees based on the employee’s self-presentation for example if the employee is using an aggressive tone of voice it suggests that they are unwilling to help the customer. However, if the employee is thanking the customer for their enquiry it makes the customer feel special. Customers also form negative or positive views of the organisation based upon the way the employees present themselves, for example if the employee is not listening carefully to the customer’s requests it suggests that the organisation does not care about its customers. However, is the employee’s personal appearance is tidy it suggests that the organisation is well organised.
1.2 Explain why keeping customers satisfied is important to organisations
Keeping customers satisfied is important to organisations because it has potential benefits to the organisation meeting financial or service goals for example staff bonuses, recruitment of new staff, opening new branches, promotion of existing staff and boost to organisation’s image or reputation. However, if the customers are not satisfied there are potentially negative consequences such as the organisation not meeting its financial or service goals which could lead to employee’s jobs put at risk, no pay rises given, damage to organisation’s image or reputation.
2.1 Describe the key areas likely to be contained in a customer service protocol
The key areas likely to be contained in a customer service protocol are the common key areas such as receiving enquiries by telephone/email/post/in person, following up customer enquiries, dealing with customer complaints and referring customers to other departments.
2.2 Explain why it is important for employees to follow customer service protocols
It is important for employees to follow customer service