Developing Customer Relations Essay

1.0 IntroductionCustomer service is the provision of service to guest before during and after a purchase also its the superpower of an organisation to recognise and consistently meet its nodes needEmployees may meet them self in a lieu that they s one-time(a) a crossroad and the node is been arrogant saying it is faulty they need to stay tranquil2.0 Providing Customer renovationA new employee can provide life-thr feedening guest service by been well presented on their starting line solar day and wearing their unvaried appropriately greeting the node politely.3.0 Presentation SkillsIn this section I am going to say wherefore innovation skills argon key to customer serviceSkillWhy it is most-valuableAs this is merit grade work, I need to expand separately box. You need at least three points for each on wherefore this is importantExamples from melodic lineYou need a couple of mannequins from argumentes in each boxPersonal presentation e.g. personal hygiene, unifo rm/ dress, hair, make outup jewelleryThe look an employee presents himself identifies who they atomic number 18. It is important beca call your presentation of your self and the business is the customer first opinion if they business is dirty then the customer wouldnt line up on that point againCustomers in Tesco & Sainsburys wear uniform to make them look smart and they have to wear the uniform flop for example an employee might wear his uniform but not wear it sprucely want not tucking in his shirt in companies like B & Q the employees dress to stand out by wearing bright orangenessAlso in the police force it is required to wear uniformBody lecture e.g. posture, facial expression, smiling, gestures, eye contactBody language has an impact on the customers perception of how friendly the staffs argon. The torso language of an employee is important because it records how the employee feels intimately the customer and how approachable they arIf a customer ask a staff in a fraternity like Primark where is the T shirts and they are frowning it means the staff at that place is unfriendlyIn JD Sports if it is empty and there are no customers in there and the employees have a conversation then a customer have it a charges in and has a query, the employee might frown when he comes in because he is interrupting his conversationPresentation of work realm 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 off 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 to a greate r extent customers to your business by telling them how polite employees in the business areResponding 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 side towards the employee/ businessIf a customer complains about how bad service is and you react to them quickly it would show that youre sorryOf voice, pitch, language e.g. technical language, use of slangHow you communicate to customer is important because all customers are commonly different e.g. you babble to old lot different from teenagersWhen you talk to an old lady you talk slowly so they can hear you properly but when you are talking to teenager you can use close to slangsAlso in a company like Pc innovation 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 image it you explain to them audito ry sense, body language, appropriateness to customer situationYour listening skills to a customer is important because if you dont listen to them while 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 social 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 communication 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 wher e an concomitant and the employee replies go away is to the customer it will put them off and they wouldnt come backBehaviour this is closely linked 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, Slang 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(prenominal) as waste of space, chill . None should be used in business when talking to an external customer.Pace relates to the speed at which you speak and should be varied depending on your audience.Listening skills are invaluable in business particularly in the following situations e.g. when a customer is telling you about his or her needs or preferences, when you are been shake offn information to give to someone.Pitch of voice relates to how you sound. A low pitched voice is of late and gruff, a high pitched voice easily sound shrill. change your pitch makes you sound more interesting and enables you to hold people help 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 every it is Interpersonal Skills, Presentation Skills, Communication Skills.Face to Face I borrow communication skills are the most essential skills when an employee is faci ng a riddle face to face because although your presentation and interpersonal skills is important the employee 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 botherTelephone I chance upon communication skills are the most essential skills when an employee if dealing with a problem on the phone because