Concepts And Practices Underpinning Customer Service Delivery

772 Words Oct 24th, 2016 4 Pages
1. Understand the concepts and practices underpinning customer service delivery

1.1 Explain the value of customer service as a competitive tool

To be successful, businesses need useful and practical ways to capture customer needs, measure how well they’re satisfying those needs compared to the competition, and build action plans based on what customers value to win in the marketplace.
Within Flanagan Building and Maintenance Services we use ‘happy notes’ to monitor how a customer feels about the service provided following works that we have carried out at their property, the customer will provide us with any feedback be it good or bad with regards to how they feel we as a company performed whilst working at their property.
We will then review these comments and use them to improve the service we provide in anyway possible in order to maintain an excellent level of customer service. By making sure that we as a company provide exceptional customer service we in turn can feel confident that we will maintain a trustworthy relationship with our customers.

1.2 Explain the process of mapping the customer journey and its importance in delivering effective customer service

A customer journey map tells the story of the customer’s experience: from initial contact, through the process of engagement and into a long-term relationship. By documenting and researching how each customer who uses your services feels about their overall experience with your company you can iron out any…

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