Customer Service Policies

767 Words 4 Pages
To meet the required expectation and demand of the customer within any given business, a level of service needs to be met and adhered to. As a consequence, the level to which this is successfully achieved reflects either a good or bad customer service.
In order to establish how well a customer’s satisfaction has been addressed, through either a product or service, policies can be implemented to help identify to both customer and staff alike what to expect. “Customer service procedures are the routines and detailed steps an organisation uses to deliver its customer service. Some organisations have formal procedures in writing and use those to train staff and to monitor service” (Institute Of Customer Service, 2015).
At each stage of interaction
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Policies can help maintain repeat business, strengthen reputation and consequently grow a business. “Employees also need the right type and level of training to perform their jobs. This can help to reduce ambiguity surrounding their role and can help employees to meet the needs of customers more effectively. There is a clear link between training and levels of customer service”. Hudson and Hudson (2012, p. 78).
Policies can be used to great effect in the development of staff training. Used as a guide or training tool, the success of service can be measured and assessed against the principles outlined within a service policy. The example of Holland and Barrett’s online “Becoming a wise owl” page, (refer to appendix), the company publicly establishes an emphasis on career development and progression. Evident is the aim to provide knowledge and expertise within the health supplement industry.
With investment in training, lower turnover of staff helps promote passion and respect within the industry. “Continuous training can also help improve employee morale and reduce turn-over of employees”. Hudson and Hudson (2012, p. 78). Organisations which might promote or financially support a business can look to service policies as guidance to whether a company is strong and proactive in ensuring both staff and customers are
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Value placed in knowing problems can and will be resolved without concern can further enhance a customer’s loyalty, as well as spread the word and amplify a good experience. Holland and Barrett’s emphasis on employee knowledge and training demonstrates a positive step towards ensuring good customer care, however the format in which the “Becoming a wise owl” (refer to appendix) is presented, puts into question the credibility of the policy itself. The language is childlike and almost patronising, it does not deliver the level of professionalism perhaps required with health and nutritional advice. A friendly, approachable gesture perhaps, but a discredit to the employee’s expertise

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