January 2023 Issue.1 EFFECTIVE CUSTOMER SERVICE I M R 6 5 2 Live up to the hype Having a reputation for great customer service directly increases consumer trust and your brand value. Having happy customers makesfor happy employees! FIRST CLASS SERVICE
P E A C E A N D H A P P I N E S S In the name of Allah, we as a whole team would like to thank him as we finally finished this Management Record assignment that has been given to us. Honestly, there were a few obstacles that came up in the process, but thankfully we managed to overcome it and complete this task on time by putting so much effort into it. In the process of accomplishing this project, many people have contributed and played significant roles. In this section, we take the opportunity to thank them all. First and foremost, we would like to extend our deepest gratitude to our beloved lecturer for Management of Business Record (IMR652), Madam Nor Kamariah Binti Chik for her invaluable guidance. Her advice and encouragement have inspired us greatly in completing this project. Lastly, this project could not have been accomplished without the teamwork of our group, who have contributed brilliant ideas and suggestions. The remarkable and persistent efforts shown by everyone in completing this project are highly appreciated. It was such a wonderful experience indulging in this endeavor together. Editor of EDITOR'S Talk QUTRIN NADA BINTI JOEHERRY _2019883598_ E-Magazine NOUR MAGAZINE EDITOR'S TALK 02 NURSARAH ELIYANA BINTI BASRI _2019298834_ NURUL ISMAH BINTI MOHD SHUKRI _2019488126_ NUR ZAHIDAH BINTI AB RAZAK _2019268454_ MARNIE SHARMEEZA BINTI RUSLI _2019268344_
CUSTOMERS SERVICES INTRODUCTION 04 THE BENEFITS OF GOOD RECORD MANAGEMENT TOWARDS CUSTOMER SERVICE BENEFITS 08 FACTOR IMPACTING ON CUSTOMER SERVICE FACTORS 15 CHALLENGES TO PROVISION OF QUALITY CUSTOMER SERVICE CHALLENGES 21 THE IMPACT AND BENEFITS OF GOOD CUSTOMER SERVICE IMPACTS 27 THE SUMMARY OF THE MAGAZINE CONCLUSION 32 REFERENCES 33 CONTENTS Table of 03 TABLE OF CONTENTS Issue. 1
INTRODUCTION The consumer is the king because he keeps every business afloat. Whether or not an organization gives a product or service, it can not remain in business if it can not discover an organization of people willing to emerge as its clients. Customer support is an aggressive differentiator that drives emblem loyalty and popularity. Each customer support interaction is an opportunity to grow your commercial enterprise. Customer service refers to help an agency offers to its customers earlier than or after they buy or use products or services. it is able to encompass hints, troubleshooting problems and complaints, or responding to trendy questions. Prior to the tremendous use of the smartphone, the majority of patron care became delivered in individual or via letter. corporations now have a clean threat to differentiate themselves from the opposition via imparting better, quicker customer support over the phone, thanks to the introduction of the telephone. The earliest call center, which later improved into customer service departments, had been created in the 1960s. Organizations would possibly live on the pinnacle of the maximum latest consumer care technologies and techniques by means of having a specialized customer service branch, which could allow them to teach all of their team of workers who dealt with clients continually. The internet increased the variety of customer service possibilities or channels throughout the 1990s and the early 2000s. further to calling an enterprise with queries, customers can also go to its website, ship an email, or in the end engage with technology like chatbots. Social media systems like Facebook and Twitter have grown in popularity over the last ten years as yet every other manner for clients to talk with companies. Current new technologies like synthetic intelligence (AI) and the internet of factors (IoT) are extensively extending the quantity of options in customer service. E-MAGAZINE IMR652 INTRODUCTION 04 CUSTOMER SERVICE At last, customer support is a provision of exceptional service that is going beyond the customer’s expectations or what the purchaser requested for and offers the service efficiently in order that the customers are content, unswerving and hold coming. The importance of customer support is that it builds properly patron members of the family which might be vital for the success of a business or organization. By Nur Zahidah, January 2023
05 The people that purchase and make use of the products or offerings that your business presents are referred to as external customers. These customers are those you need to layout for at the same time as developing with challenges and solutions. An external customer is a person who does not have an immediate relationship together with your commercial enterprise aside from through the purchase of your items or services. This purchaser might be a one-time client or someone with whom you have maintained a long-term relationship and who you have supplied customization or add-on selections. E-MAGAZINE IMR652 INTRODUCTION External Customers WHO ARE CUSTOMERS Internal Customers Sunday, 29 January 2023 Internal customers are the ones who have a direct relationship with the organization. They may be people who work for your corporation or are partners that help you provide your items or services to the final client, the external customer. Inner clients include stakeholders and stockholders, who are much less obvious however they are unquestionably important. Those individuals would possibly or won't purchase your items or offerings. For example, Every product is accompanied with a user manual or set of user instructions. A content creation team or department is established to generate these and must deliver the necessary content to the packaging division. The content creation team would now serve the internal needs of the packaging department.
E-MAGAZINE IMR652 INTRODUCTION 06 Customer Service vs Customer Experience Customer service is a part of client experience (CX), that's a larger word that refers to the full of all touchpoints a patron stories with a company, which include income, marketing, training, customer service, and more. Organizations frequently evaluate the emotional, physical, and other connections consumers have with a brand by measuring customer experiences. Customer service, also known as customer care, is crucial to the whole customer experience and may help or hinder a company's efforts to forge strong bonds with its clients. Records management includes the creation, protection, use, and disposal of precious data required for running operations in the business. It makes it simpler to access and set up different paper and virtual substances. It is essential to safeguard data well, making sure that nothing is lost or ignored at the same time as additionally promoting the general effectiveness of the business. What is Record Management? You must discover the greatest techniques to look after your consumers if you want to keep your business healthy. Thus, a document management system is a simple method to start enhancing and investing in customer service. You'll spend less time looking for documents and more time assisting those who matter most, which is customers, by organizing your documents and automating your business activities in an organized, regulated management system. Businesses are placing a high focus on the customer experience (CX), and yes, there is such a thing as customer experience (CX). According to research, consumers are now loyal to businesses who offer the finest experiences. They are no longer swayed by price, a lot of consumers will pay extra for a better experience. Therefore, if businesses wish to continue operating, they must meet the criteria. Therefore, improving customer service is one technique to convince customers of your business's capabilities and the value of your products. Although there are several ways to accomplish this, record management is one of the most straightforward techniques.
You have the power to protect your peace 07
2.0 THE BENEFITS OF GOOD RECORD MANAGEMENT FOR CUSTOMER SERVICE. E-MAGAZINE IMR652 BENEFITS OF GOOD RECORD MANAGEMENT 08 The terms "records" and "documents" are used interchangeably. The difference is that a record is a solid document proving that something or some connection exists or existed at a specific moment. Contracts, tax documents, legal notices, and other documents are examples. The significance of records management arises from how it manages evidence that has been produced, delivered, stored, and disposed of, despite the type of the item. In other words, records management is critical because it guarantees the preservation of key data and oversees records throughout their existence, including compliance with defined preservation regulations. Finally, utilizing records management is the greatest way to ensure that records with historical, fiscal, and legal significance are correctly identified and saved, and that non-essential data are deleted as frequently as set criteria demand. A good records management system can provide several advantages to the business. The follows are a few of the most important motives for the organization to enroll in its own records management system and begin reaping the advantages as soon as necessary.
E-MAGAZINE IMR652 BENEFITS OF GOOD RECORD MANAGEMENT 09 1.Better workflows Since many organizations do not keep track of the hours spent keeping or trying to look for records, it is impossible to determine how often hours are wasted during the process. When data is stored locally on overcrowded bookshelves for filing, it is impossible to predict how much time will be spent attempting to recover critical data. Furthermore, after the data have been extracted, they must be recently filed, which wastes up extra office hours that may be better invested someplace. The most crucial information and facts are widely obtainable anytime the organization requires them, thanks to a single, complete records management system. A well-thought-out records management system ensures effective record retention and deletion. Simply stated, data is only valuable if it can be retrieved. If the organization cannot access the files when they are needed, there is no value in retaining them at all. However, with excellent retrieval and easily available tools, the organization can make accurate judgments quickly. Records technology platform not only speeds up the retrieval of documents but also eliminates unnecessary information, freeing up space for the most critical objects. With a cloud-based records management system, data can be accessed rather than being changed directly only on-premises with a cloud-based records management system. This type of retrieval power allow management or heads of departments to have all the materials they need at their fingertips. allowing them to produce better, more targeted effects. As a result, stronger operations are created, and the company's capability to do business and supply support to customers is boosted. 2. Effective retrievalanddisposal of records Searching for a misplaced record are not only time-consuming, but it is also a waste of working hours. Personnel might instead concentrate their energies on more productive tasks. Mismanagement may B cause businesses to lose key consumers. E N E F I T S O F G O O D R E C O R D M A N A G E M E N T
3. Lower the expenditure of record management Records management is a low-cost data storage method. The elimination of redundant records saves time, improves efficiency, and lowers operational expenses. It also enables the organization to improve its trademark by providing better customer service. Consider the volume of reports and emails generated by the company on a daily basis. Only a small percentage of that data is likely to be relevant or necessary to keep on file. Furthermore, handling records, particularly paper records, demands a great amount of time and money. It is necessary to find sufficient space capacity and to print or file all physical forms. Moreover, with excellent records management, the agency can reclaim control over its record development while ensuring that only the most relevant or useful material is kept. Digital records management delivers significant cost savings by lowering storage prices and increasing team productivity. For example, less time spent looking for missing files. 4. Improves the workingenvironment Poor management of records, unstructured file systems, and repeated document loss can all result in data loss. It has a severe effect on staff by creating an uncomfortable work atmosphere, which can have a direct impact on their determination or motivation in the workplace. Though it is difficult to measure how much these conditions harm the colleagues, the impact is undeniable. By having a good records management system, the organization may improve overall employee morale and provide enhanced confidence that things are going as planned. B E N E F I T S O F G O O D R E C O R D M A N A G E M E N T E-MAGAZINE IMR652 BENEFITS OF GOOD RECORD MANAGEMENT 10
B E N E F I T S O F G O O D R E C O R D M A N A G E M E N T 5. Preserve important information The records of a firm are an important element of its development. It records all operations within the company and serves as the foundation for future decisions and planning. Likewise, content is classified as public or private. Records management helps to preserve sensitive, private information by restricting access to only authorized people. Every record made in a particular business day may be used or referred to afterwards in critical decisions, policy modifications, and so on. Records track ongoing company actions and are an excellent resource for fact checking or confirming data related to one or more group members. This preservation of information is critical for the agency's long-term performance as well as enhanced performance inside the institution in the short and long term. 7. Enables improved decision making Businesses must have fast access to essential information in order to make informed decisions. It's a critical component of keeping up with the competition. There is, however, typically a huge amount of information. Indexing and retrieval capabilities speed up functions such as browsing and obtaining content. Staff can then devote more time to users, addressing or following up on any complex issues. E-MAGAZINE IMR652 BENEFITS OF GOOD RECORD MANAGEMENT 11 6. Dataaccess to essential information Personnel should not only react to client inquiries promptly, as well as also have accurate and up-to-date material. Increased responsiveness helps firm staff to focus on problem solving. The more they understand, the quicker they can provide assistance and the greater the customer experience. When sales and customer service workers have access to all essential data, decisions may be made on the spot.
Furthermore, in the event of a disaster, robbery, and perhaps other loss, critical information can be easily regenerated. 10. Decreases complexity. A substantial quantity of work was already converted to ebook system. Unfortunately, there is still a significant amount of paper in use. Implementing a records management system can significantly reduce the number of unnecessary copies. Only those absolutely necessary can be retained until they are required. This is crucial in managing the volume of records and, by extension, the capacity required to keep them. E-MAGAZINE IMR652 BENEFITS OF GOOD RECORD MANAGEMENT 12 8. Numerous interactionmethods The record management system can easily be connected with other current programs to boost the organisation. The connection may make it easier to acquire data or answer swiftly to questions. CRM (Customer Relationship Management) or Contact Management Software applications from Salesmate are frequently used to collect all details about clients, contacts, and consumers. 9. Saves time,money,andenergy Keeping a really well record system is tough. Creating, preserving, keeping, and organising records takes time, energy, and money, not to mention recruiting additional people to handle these obligations. Employee efficiency can be improved while operating costs are reduced with the use of appropriate tools. B E N E F I T S O F G O O D R E C O R D M A N A G E M E N T
E - M A G A ZIN E IM R 6 5 2 B E N E FIT S O F G O O D R E C O R D M A N A G E M E N T 1 3 1 1 . C o m p l e t e d o c u m e n t a t i o n A c o r p o r a tio n m u s t alw a y s r e s p e c t t h e le gisla tio n a n d r ule s. R e c o r d m a n a g e m e n t m e t h o d g u a r a n t e e s t h a t r e c o r d s a r e k e p t a n d m ain t ain e d p r o p e rly d e s pit e r e d u cin g t h e d a n g e r o f a la w s uit. If any documents go missing, strict punishments may be imposed. In fact, well-executed records management minimizes such threats in a similar way that legal counsel or insurance may, by defending from unpleasant or unexpected future outcomes. While the majority of legal concerns are connected with early paper destruction, there is an equivalent or higher risk associated with preserving records for an extended period of time. Depending on the file type, records can and should be destroyed after a certain number of years. If a file is stored after its expiration date, it may be used against a company in legal actions. BENEFITS OF GOOD RECORD MANAGEMENT
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FACTORS IMPACTING ON CUSTOMER SERVICE Every business wants to cultivate happy consumers who will promote it to their friends and family. Preventing disappointing customers won't keep them happy in the long run. For customers to continually choose a business, it is necessary for businesses to improve areas such as their understanding of their customers, customer service, and technology. A pleased customer is someone who believes the company does a good job of delivering its products or services, though definitions might differ between organizations. When questioned, they are likely to give positive feedback regarding the service, personnel, or company. As a result, the customer strategy, product strategy, infrastructure strategy, and channel strategy are the ones that have an impact on customer services. CUSTOMER STRATEGY includes customer segmentation, service standards, sensitization workshops and orientation programs, marketing of services, feedback from customers, and dealing with customer complaints. E-MAGAZINE IMR652 FACTORS 15 CUSTOMER SEGMENTATION process of dividing customers into district groups based on their characteristics such as behaviours or demographics. Demographics are frequently emphasized in the process of knowing who customers are based on age, geography, urbanization, income, marital status, family structure, and job type. Whereas the segmentation of customers based on behavioural focus on the customer’s spending patterns, frequency of purchases, and product preferences. Customer segmentation should be recorded so that organizations can improve their products or services to be better by following the customers’ needs.
E-MAGAZINE IMR652 FACTORS 16 DEALING WITH CUSTOMER COMPLAINTS the expression of a customer's dissatisfaction with the goods or services they have received from a business because their expectations have not been met. The growth of the product depends on complaints, but it's also critical to handle them. One of the worst strategies for handling negative reviews is arguing back. Becoming defensive will only make the company appear weak, even if they are not at fault. The company ought to always maintain its composure and be respectful because of this. Furthermore, offering an apology is a wise move. The good ways to respond to customer complaints are Apologize to the customer, sympathize with the customer’s problem, and the State solves the problem. As a result, the customer will be happy with the way the company treats them and give positive feedback on the company. This will also enhance the PRODUCT STRATEGY company’s reputation. Product strategy includes customer needs, should first compile a profile of their customers, consult with customers, have respect and accommodate ideas and suggestions of customers, availability of the product needed by customers, and promptness of the services. CUSTOMER NEEDS The customer's decision to buy products or services depends on the attractiveness of the product itself. Companies need to know and record how a product meets customer demand. Therefore, the factors that influence the customer's demand are very important to ensure the customer buys the products. Customer needs can be divided into two verticals, namely, product needs and service needs. Product needs. Customers who find that the product meets their needs can become potential customers for the business, and vice versa. The product price is one of the important factors in influencing the customers because customers generally set the budgets to buy the product. Secondly, features of the product also play an important role because the product features that solve the customer problems will attract the customers to buy the products. Next, the effectiveness of the product should be effective in streamlining the process to save time.
Infrastructure strategy includes human resource, expected behavior of service providers, atmosphere, tangibles and technology. Infrastructure Strategy 17 FACTORS E-MAGAZINE IMR652 Service needs. The ability to satisfy consumer needs can give the business a competitive edge and act as a role model for other companies to follow. Empathy, clarity, and valuable information are essential components of successful service. This is done to make sure that customers continue with companies who treat them sympathetically, while customers seek for brands that are clear about their pricing and return policies. Customers require information from the beginning of a contact through its conclusion. Create FAQ pages, knowledge bases, and instructional films to help customers. TECHNOLOGY The customer experiences of the future will be driven by the cutting-edge technologies of today. There are many new ways to communicate with customers, including augmented reality, voice assistants, cloud computing, and more. And this list will keep growing. Today's organizations need to identify the appropriate digital tools in order to improve client experiences, foster brand loyalty, and stimulate sales growth. These top three technologies of today can enhance customer experience.
The Cloud 18 FACTORS E-MAGAZINE IMR652 Commercial businesses use the cloud and the tools it supports on a regular basis today. As technology advances, more sales avenues become available. Nowadays, consumers have a wide range of options for making purchases, including brick-andmortar stores, phone orders, smartphone apps, etc. As new technologies become accessible, omnichannel retail, which attempts to create a consistent and smooth customer experience across all sales channels and enable customers to have consistent brand experiences, is anticipated to grow. Brands can collect, consolidate, and respond to customer contact data regardless of the channel they use. Cloud computing is being used by businesses to handle these interactions and consolidate all customer data into one place. Chatbots Consumers now expect speedy responses and web access due to the growing usage of smartphones and mobile search tools. However, consumer research surveys reveal that customers are willing to wait up to four hours for a response to their enquiry, despite the fact that nearly 90% of online enquiries go unanswered by businesses. Revenue, sales conversions, and the lifetime of a brand will all suffer from a lack of response. A chatbot is an artificial intelligence-based system designed to have online conversations with real people. They have swiftly taken up customer service duties for a rising number of businesses since they can promptly address client enquiries and satisfy the modern consumer demand for prompt support.
Smartphones 19 FACTORS E-MAGAZINE IMR652 The smartphone continues to be the most important technical development. Customers can access the cloud using their smartphones. To specific phone numbers, chatbots can place calls and send SMS messages. They can acquire fantastic experiences and useful education by using VR and AR equipment. They communicate with customers and do business using voice capabilities. However, what customers really want to know is that their data is secure. The smartphone continues to be the primary enabler, gateway, and escape device for the consumer. They shop, perform pre-, in-store, and in-store research, write product reviews, post to social media, and access loyalty programmes all on a single device. Updating your software is similar to "vaccinating your smartphone" because it keeps you ahead of hackers and the most recent exploits they're distributing online. Other users who are loitering on the same public network but using a virtual private network (VPN) cannot eavesdrop on your data. Channel Strategy Customers get simple access thanks to channel strategy. This can be done by contacting the company through phone, live chat, social media, or email. Numerous studies have revealed that individuals place a high value on quick responses from customer service departments. 90% of respondents say they want customer support personnel to reply directly to their concerns or questions, and many individuals expect a rapid response from them. Then a friendly response. Friendly service is rated as one of the most important components of a pleasant customer experience in this study from PWC. Different routes, however, often produce varying levels of satisfaction. For instance, according to studies, live chat has among the best customer satisfaction levels. With a friendly response, customers will appreciate it when a problem (or query) can be resolved in a single interaction.
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01 CALIBER OF RECORD OFFICERS C H A L L E N G E S T O P R O V I S I O N O F Q U A L I T Y C U S T O M E R S E R V I C E C H A L L E N G E S T O P R O V I S I O N O F Q U A L I T Y C U S T O M E R S E R V I C E 22 02 SECURITY AND PROTECTION OF ARCHIVES AND RECORDS It is the responsibility of records managers and archivists to educate officers about the value of information in general and records in particular for facilitating decisionmaking, accountability, and good governance. According to the study by Lyaruu, it was found that employees generally did not understand the value of records, which served to restrict efforts to improve record management in business. The study concluded that this situation was driven on by businesses' failure to increase employee awareness of the significance of complete and accurate records and their maintenance, as well as of each employee's duty and responsibility to contribute to high-quality customer service. All officers must be educated about the value of records and their associated costs in order for them to actively participate in efforts to enhance records management in the public sector. Vital papers include significant and frequently secret information by nature of records management. It might be difficult to keep that data secure. Some businesses maintain important documents in closed storage that is only available to authorised people. Systems for managing records efficiently protect and store vital customer information. Lack of security and protection in managing customers’ records increase the possibility of damages resulting from document loss and protect against sensitive data breaches. Businesses will struggle to measure how effectively their services and products are being received by customers if they do not properly secure customer-related documents. Additionally, most of the archives and records units lack sufficient physical security measures. According to Kootshabe (2011), records officers frequently lack training in using fire extinguishers and employ non-lockable storage facilities. They also keep keys to the main doors of the offices containing their data with security guards. They do utilise smoke and fire detectors, but they are never tested to ensure that they are still functional. E-MAGAZINE IMR652
C H A L L E N G E S T O P R O V I S I O N O F Q U A L I T Y C U S T O M E R S E R V I C E C H A L L E N G E S T O P R O V I S I O N O F Q U A L I T Y C U S T O M E R S E R V I C E 03 LACK OF VITAL RECORDS MANAGEMENT TOOLS 04 INADEQUATE STAFF Lack of accessible tools for managing electronic records properly and successfully. The usability, locatability, and accessibility of the documents may be reduced in the lack of effective tools, organizational policies, and rules for filing and keeping records. The archive now has greater storage space due to this issue but this will include cost. Otherwise, the record center operation does not follow the correct procedures and disregards the value of records, which are the causes of uncontrolled problems. On a policy scale, the task of scheduling, transferring, organizing, and characterizing involves some real challenges. Without sufficient space, it will unabling you to store, access, and manage customer information from one centralized, synchronised location accessible by your whole business, storing your customer data in a system made to do so, you can stay organized and in compliance. Management of personnel records is important in all organizations. In order to safeguard the ongoing rights and interests of the employee and the organization, an employee frequently leaves the company. Businesses are coming to understand the value of records management, according to Sanderson & Ward (2003). Therefore, it is the responsibility of records managers to ensure that decision-makers within their organisations are aware of them. Convincing management of the significance of records management as an enabling unit in an organization is the key to gaining recognition. In order to perform their official tasks and responsibilities effectively, transparently, and efficiently, employees need knowledge. Staff shortages can be a contributing factor in service delivery delays and customers experiencing long wait times. According to a research by Sibanda published in 2005, the National Archives of Zimbabwe had delays in delivering requested services because of a staffing shortage. Poor customer service is typically the result of customer service staff not giving it a try. This can be due to a lack of staff engagement and drive. Unmotivated front-line employees are less passionate and less likely to connect with customers emotionally. 23 E-MAGAZINE IMR652
C H A L L E N G E S T O P R O V I S I O N O F Q U A L I T Y C U S T O M E R S E R V I C E C H A L L E N G E S T O P R O V I S I O N O F Q U A L I T Y C U S T O M E R S E R V I C E 05 RETENTION SCHEDULE LACK OF COOPERATION FROM CUSTOME0R 6 Locking files in offices; Delaying action on files for a long time; Removing folios from files; Writing correspondence without the necessary metadata; Filing unsigned copies and official mail without referring this to the registry; Keeping files in locations like cabinets or under the table making it difficult to locate them during file census exercises; Passing files from one account to another. The lack of cooperation from their customers, particularly action officers, is one of the biggest challenges for records officers, according to the literature that is currently accessible. Some of the action officers disregard the rules and guidelines that have been established. For example, action officers frequently: Customers typically refuse to participate when given the opportunity to do so or when they are unhappy with the level of service they received. This is confirmed by Marshall et al. (1998), who observed that it is essential to offer internal customers highquality services that satisfy their demands because they may decide not to abide by the laws and regulations and can choose whether or how to do so. Some record times in order gather files, but they never evaluate them so they can decide which ones to maintain, transmit to records centers, or destroy. Lack of retention/disposal schedules, as seen in several research, serves as proof of this (for example, Akporhonor and Iwhiwhu, 2007; Mnjama, 2004). Because it was not done routinely and systematically, Ngulube and Tafor (2006) noted that archive appraisal in the ESARBICA region was not handled satisfactorily. They claimed that it causes registries to get crowded and may even result in records being dumped in any available area without taking long-term access and information preservation into consideration. 24 E-MAGAZINE IMR652
C H A L L E N G E S T O P R O V I S I O N O F Q U A L I T Y C U S T O M E R S E R V I C E C H A L L E N G E S T O P R O V I S I O N O F Q U A L I T Y C U S T O M E R S E R V I C E 07 INADEQUATE AND POOR STORAGE SPACE Numerous studies have pointed to the lack of storage capacity in ARMUs as one of the greatest challenges confronting archivists and records officers. Records can frequently be found in any open area, including hallways, vacant offices, unoccupied toilets, unoccupied basements, and carports. A researcher, Mnjama even discovered semi-current and non-current documents that had been thrown in garages, storage spaces, and historic buildings. In other cases, storage facilities are overcrowded, which slows down and extends the time it takes to retrieve files. 08 TECHNOLOGY The system also forcing technological challenges. Today, some of the most important decision-support tools are multi-media computer slide shows and spreadsheets, which are difficult to print because of inherent assumptions. Typically, the problems with saving these crucial types of data are not addressed, which leads to the records being lost. New technical advancements have made modernization a more challenging task. Records management has also been forced out of the physical sense due to the spread of information and a variety of new unstructured data formats like video, audio, and social media conversations as well as the widespread dispersion of data on mobile devices and in the cloud, but without a greater need for a well-managed archive. In order to understand the documents and records that are created, technology is necessary, and most typically, specific hardware and software system combinations—some of which are proprietary and unique—are needed. 25 E-MAGAZINE IMR652
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The impacts and benefits OF EFFECTIVE CUSTOMER SERVICES Business' rapid expansion and positive brand reputation can both be aided by exceptional customer service. In today's extremely competitive corporate marketplaces, good customer service is critical to the success of any firm. Numerous advantages accrue to your business from providing excellent customer service. A higher level of customer service can help your business in a number of ways, one of which is the ability to meet or exceed your customers' expectations. It is one of the foundations for any online business that is successful. Your company's bottom line will benefit from good customer service practices over time. Numerous advantages accrue to your company from providing excellent customer service, which ultimately determines its longevity. The time has come to concentrate on raising the standard of your customer service and reap the rewards. These are some of the examples of the impacts and benefits of good customer service to both organisations and customers. IMPACT AND BENEFIT E-MAGAZINE IMR652 27 BY NURSARAH ELIYANA
IMPACT TO THE ORGANISATION negative. You are leveraging the powerful marketing method known as word-of-mouth promotion by offering quality customer service. Because of how well your company treated them, customers will gladly tell their friends and family about it, which will result in free additional advertising. A company's existence is dependent on its reputation. A company's reputation can be greatly impacted by exceptional customer service. Customer service should be one of your top priorities if you want to build and maintain a business. Good customer service can impact both the organization and the customers. Below are some of the examples of quality customer services to the business organizations and to the customers. Enhance Employee Morale The benefits of delivering exceptional customer service may also have an impact on the type of work environment that your organisation creates. Employees will feel more connected to the values and concepts that underpin your company if they see you place a high value on customer service and all that goes into it, such as kindness, respect for others, and going above and beyond. This can improve staff morale and make the work atmosphere more enjoyable. nhance business reputation The enhancement of your business's reputation is one advantage of providing excellent customer service. Customers frequently discuss their experiences with E businesses, especially if they were particularly positive or IMPACT AND BENEFIT E-MAGAZINE IMR652 28
Customer service has an impact on your brand's image and potential for loyalty. In many ways, your customer service personnel symbolizes your brand. Your commercials, content, social media presence, and other external marketing components all generate an impact, but your customer service team communicates directly with your consumers. It is their obligation to represent your brand while communicating with potential consumers. Consumer service may make or break a company's capacity to turn a potential customer into a dedicated client. If they have a positive experience with customer service, most customers believe they are more inclined to return and buy again. However, some customers say they will quit a brand if they receive bad service. Customer service is critical for building your brand's image and gaining customer loyalty. Nearly three out of every five customers believe that outstanding customer service is vital for feeling loyal to a business. As a result, investing in a customer service workforce that correctly reflects your vision and values is a wise branding decision. EFFECTIVE CUSTOMER SERVICES IMPACT TO THE ORGANISATION E-MAGAZINE IMR652 29
Excellent customer service will safeguard connections with customers who make mistakes in the future. Customers are more likely to quickly report a negative experience with customer service. A bad customer service experience causes 51% of B2B businesses to steer clear of vendors. 78% of customers would do business with a company again if it provided excellent customer service after a mistake. Furthermore, although almost 80% of consumers will forgive a terrible experience if the service team is rated "very good," just one in every five customers will forgive a bad experience if the company's overall customer service is rated "very poor." People are more inclined to conduct business with you if you have a good reputation for customer service. Customers consider customer service while making purchases. In fact, 90% of Americans utilise customer service when selecting whether or not to do business with a firm. This shows that your company's customer service reputation will have an impact on the great majority of potential clients. Furthermore, your frontline personnel are simply one component of the customer support process. Potential clients' purchase decisions will be impacted by the degree of customer care they get during the sales process. As a result, the goal of every customer-facing role should be to deliver outstanding service. "Excellent customer service is the number one job in any company! It is the personality of the company and the reason customers come back. Without customers there is no company!" -Connie Edler IMPACT AND BENEFIT E-MAGAZINE IMR652 30
Impacts to customers Customers that receive excellent service are more likely to repeat and remain loyal. your customer service team may be a big catalyst for low-cost advertising via positive word-ofmouth and referrals. Referred consumers, like your most dedicated clients, are a business gem. In order to compete with hundreds of prospective competitors that offer identical products and services, your company must do more than simply enjoy the thrilling qualities of your products. You may distinguish your company from the competition by delivering great customer service. This is especially critical when launching a new product or service. Existing customers are 50% more likely to test a new product and spend 30% more on it than new customers, whereas new consumers are just 5-20% more likely to buy it. Customers are more inclined to remain around and try more of your products or services if you deliver exceptional customer service. Customers may trust actual people more than a brand's beliefs and principles, and trust is the cornerstone of loyalty. As a result, by connecting with your support personnel, these clients may be able to form long-term ties with your organisation. Customers will be delighted if their customer care representatives are happy. According to multiple studies, happy employees benefit firms. A recent study of contact centre employees who offered customer service discovered that cheerful workers were 13% more productive. Despite this, not many organizations prioritise employee pleasure, particularly among customer service representatives. Businesses may boost customer satisfaction by providing their customer service workers with the tools, technology, and respect they demand. Happy customers are your biggest advocates and can become your most successful sales team.” – Lisa Masiello, Founder, President at TECHmarc Labs, Inc Happy customers will refer others When your customer service professionals are well-equipped to accomplish their responsibilities, they will feel more at ease and inspired. It's natural for individuals to want to scream from the rooftops about great events, good or bad. However, today's roofs are reviewing websites and social media. 55% of consumers socially discuss their purchases on social media platform such as Facebook, Twitters, Instagram and other. For better or worse, your most affected consumers will spread the news about you. A favourable experience will be shared with six or more individuals by 72 percent of consumers. Because exceptional customer service results in delighted customers, IMPACT AND BENEFIT E-MAGAZINE IMR652 31
E-MAGAZINE IMR652 CONCLUSION 32 CONCLUSION An organization must have an efficient and powerful information management system if it wants to considerably improve customer support. records have to first be converted to a virtual layout on the way to enhance consistency. To experiment documents, you could first of all want to enlist the assistance of a pro file converting commercial enterprise. The following step is to improve the hardware and software. purchase a scanner and a record management device. Then, virtual records must be established, redundant information ought to be deleted, all files have to be searchable, and most significantly, records ought to be handy over the cloud from everywhere. With the aid of streamlining chores, you will be capable of contacting customers on every occasion you want and from anyplace you are. continually keep in mind that a satisfied client is a loyal one. Based on this topic, there is minimal likelihood that customer service providers will fail to achieve quality in their service if all four CRM strategies are in place which is customer, product, channel, and infrastructure. Given the multiple obstacles that archivists and records officers must overcome, it won't be a simple assignment, but it is doable with dedication, a mental shift, and the necessary abilities.
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