Unit 11 - Customer Relations In Business

Introduction

In the order to understand customer relations in a business, i will firstly explain three different types of customers with their needs/expectations.

1st customer: Patients, their needs are to be cured quickly, and have the best treatment service as possible. they also would want the get the best medicine that is available to cure the treatment and get medical advice from therapists, nurses and doctors.

Patients tend to hope that they have a short amount of relationship with the doctors as they want to get well and go back to their homes quickly. Mostly every patient relies on the organisation and in a business field this is known as a short term.

2nd customer: Students, their needs are to get a degree/qualification in the order to achieve their goal in education and work wise. mostly their needs are to know what books do they need, what stationary to have, what library's are available at what time, etc.

Teir expectation are to get the highest level mark in a exam paper, get all the revision done, note all the things that the teacher has set, get feedback to improve on their work, they expect to have a long term relation that can be up to mostly 3 - 4 years.  

3rd customer: Consumers, they have a immediate goals on needs to buy the product first hand. example would be a lady that goes in boots to by the max factor foundation. their needs are to find the right product for them from the help of the sales staff, get information on the product etc.
 
their exceptions are very high to have the cheapest but amazing quality of product, if any problem in the product they would expect to have an exchange or if they do not want it they would want a refund. they are only interested in the organisation until they find the right product for their need, this will go in the field of short term.

I will now be expalining 3 main benefits for having good customer service: to a customer, organisation and employee.

 

Customer will need to be informed, any sort of menu should be availble, price and product should be neat and fresh, you must make sure you meet the customers expectation, they must be treated with respect and in a friednly manner, and make sure they should get the product they need.

 

Rpeating the business is very important, if all the emplyees are happy with their job they will be less absenses and less number of sickness and lates. low turn over may be a benefit for a business which means that the employee must be trained and experienced this will mean there will be less changes that will be need to be made.

 

Getting positive feedback is a great benefit, has it helps you to improve on what needs to be done correctly, customer feedback can motivate the employee to work better improve on what they need to improve on, and this means that once they've improved on everything there can be higher chances for a step up in the job role  

 

i shall now be expalining what contributes to consistent and reliable customer service:

Internal customers should:

• be aware of the job
• have product service knownledge
• beware of the different types of products and services (quality of the product)
• must have a posititve attitude
• meet customers need
• work under pressure
• be able to handle any problems that occur with cutsomers

i will now be explaining customer service and how they should be monitored and evaluated.

Monitoring customer service: that means you need to ensure you must have a positive attitude towards everyone you work with whether its your staff member or customers, make sure that staff work is done make sure customers are satisfied with the amount of customer service you've provided them.

Evaluating: customer service means that to look at the review of amount of information that you've given to the customers. check for any improvements.

Below ill be explaining the different ways to monitor customer services:

 

Formal customer feedback: this is were the business has a set of questionaaires on a card or leaflet to hand to the customers for feeback and comments.

 

Informal feedback: many customers may not want to give written feedback, so most of the time the business thinks for different ways to get the reaction of their customers, questions may be asked for instance: how well did we treat you?

Mystery shoppers: some organisations infact many hire mysery shoppers to keep an eye on customers incase of robbery and thefts ocurring.

Complaints and compliements as lettes: this is another way of feedback, compliements letters are a positive feedback from the customer which every business awaits for, and on the other hand complaint letter is the oppersite negative letter of feeback which every business does not want to hear.

 

Many organisations should montior these areas in business of the following:

 

speed of delivery

product ranges

features of the products

price and packaging

return policies

catelogs and website info

pricing etc

 

 I will now outline how to make improvments to the customer services in an organisation

 
you will need to be able to use all the feedback you get from the customers whether its negative or positive, this will help you to identifiy all the improvments you need to make. you must be ready to make changes as the organisations reupation is very important in a business world and specially the owner.

 

staff and managers turnover would be good as customers wont be able to see negativity around the business if they are regular customers, have expericed staff and managers, disguss and finalise the customers feedback, and check all questionaires with the leaflets etc.

 
you can also hire a mystery shopper to find out ways to keep an eye of the customer, set creative and new aims for your business and objectives with new members of staff as this will help imrpove your organisation.

and finally have a regualr based staff meetings whethers its every week of after a month this will show you the clear path on what changes and improvements need to be made.