Developing Customer Relations Essay

1.0 IntroductionCustomer serve well is the provision of service to node before during and after a acquire overly its the ability of an organisation to recognise and consistently meet its clients needEmployees may find them self in a situation that they exchange a product and the customer is been arrogant saying it is faulty they need to stay calm2.0 Providing Customer ServiceA new employee can let sound customer service by been well presented on their number 1 day and wearing their uniform appropriately greeting the customer politely.3.0 Presentation SkillsIn this section I am going to say why demo skills atomic number 18 authoritative to customer serviceSkillWhy it is importantAs this is merit grade work, I need to expand each box. You need at least three points for each on why this is importantExamples from phone lineYou need a couple of examples from billetes in each boxPersonal presentation e.g. personal hygiene, uniform/ dress, hair, makeup jewelleryThe way an emplo yee presents himself identifies who they atomic number 18. It is important because your presentation of your self and the business is the customer first opinion if they business is dirty then the customer wouldnt come there againCustomers in Tesco & Sainsburys wear uniform to make them look smart and they have to wear the uniform properly for example an employee capacity wear his uniform but non wear it smartly give c atomic number 18 not tucking in his shirt in companies like B & Q the employees dress to stand out by wearing splendid orangeAlso in the police force it is required to wear uniformBody phraseology e.g. posture, facial expression, smiling, gestures, eye contactBody language has an impact on the customers perception of how friendly the staffs are. The body language of an employee is important because it shows how the employee feels about the customer and how approachable they areIf a customer ask a staff in a gild like Primark where is the T shirts and they are fr owning it means the staff there is unfriendlyIn JD Sports if it is empty and there are no customers in there and the employees have a conversation then a customer comes in and has a query, the employee might frown when he comes in because he is interrupting his conversationPresentation of work area and equipmentThe presentation of the work area shows how prepared the staff are and how good the environment, it is important because it shows how prepared they are to start business and also the presentation shows how hygienic they areIf in McDonalds the tables are dirty it will put come to customers and they wouldnt eat in thereGreeting Customers, Courtesy, Confidence, Interest, ThoughtfulnessIt is important because it shows that the employee cares that a customer is there and it makes the customer feel welcomeIf you greet a customer every time they come in to your business they would attract more customers to your business by telling them how polite employees in the business areRespon ding to different customer behaviour, Tact, EfficiencyIt is important to adapt to different customers and situation because all customers arent the same and they will have different attitude towards the employee/ businessIf a customer complains about how bad service is and you respond to them quickly it would show that youre sorryOf theatrical role, pitch, language e.g. technical language, use of slangHow you make known to customer is important because all customers are usually different e.g. you talk to old people different from teenagersWhen you talk to an old lady you talk soft so they can hear you properly but when you are talking to teenager you can use some slangsAlso in a company like Pc World if someone was about to buy a computer you would speak to them in technical language e.g. the computer has 512mb ram e.t.c and if the customer doesnt understand it you explain to themListening, body language, appropriateness to customer situationYour listening skills to a customer is important because if you dont listen to them succession you are talking to feels rude and employee should be able to adapt to different situations because there are different kinds of customersIf a customer asks a question like where is the toilet and you keep on telling them to repeat it. They wouldnt come back again to the business.Also there might be4.0 Interpersonal SkillsIn this section I am going to say why interpersonal skills are important to customer service.Interpersonal Skills relate to the way you behave when you are dealing with other people and they are important because it makes conversation clear.Attitudes, Behaviour, First impression are aspects of interpersonal skillsThe attitude of a staff to customer the first time they come in matter because that is their first impression and thats what they will tell other people about the businessIn a Supermarket if a customer asks where an item and the employee replies go away is to the customer it will put them off and th ey wouldnt come backBehaviour this is closely connect to attitude because this influences what you do and why you do it. A friendly person will normally behave in a cheerful way also if u enjoys working with people you will normally behave in a courteous and thoughtful way5.0 Communication SkillsIn this section I am going to talk about communication skillsCommunication Skills are important to customer service. It is crucial that information is clear and accurate. In customer service employees must be able to explain companys policies to customers and answer question about product and service.Tone, Pace, Pitch of voice, rag and Listening are aspects of communication skillsTone is difference between the way you talk to a supervisor and your friend. Tone is how informal or formal you are and the tone of your voiceSlang includes word used informally such as waste of space, chill. None should be used in business when talking to an external customer.Pace relates to the pelt along at wh ich you speak and should be varied depending on your audience.Listening skills are invaluable in business particularly in the interest situations e.g. when a customer is telling you about his or her needs or preferences, when you are been given information to give to someone.Pitch of voice relates to how you sound. A low pitched voice is deep and gruff, a high pitched voice easily sound shrill. Varying your pitch makes you sound more interesting and enables you to hold people solicitude better if you speak in a monotone6.0 Customer Service SituationsI am going to explain which skills are important in the following situation face to face, on the telephone, email, urgent situations, and difficult situations either it is Interpersonal Skills, Presentation Skills, Communication Skills.Face to Face I assume communication skills are the most intrinsic skills when an employee is facing a problem face to face because although your presentation and interpersonal skills is important the em ployee is facing them and the way he communicates matter. The most important communication skills is their listening skills because it will show how effective they are to deal with the problemTelephone I assume communication skills are the most essential skills when an employee if dealing with a problem on the phone because