Nomadic (2)

EFFECTIVE Effective customer services is not about
CUSTOMER SERVICES sustaining the client. It is about impressing

IN BUSINESS the customer. Just about every company
ORGANIZATION services is and have started to find means
to develop and measure customer service.
BY SURIA SHAFIDA ZAILANI
An organization needs to know what
customer services are and how are they
going to classify their understanding. An
organization needs to provide excellent
customer service in order to thrive in the

business world.

"Determine the extent to which the There are few things an organization
information users’ behaviour and should consider in order to achieve an

proper outstanding customer services. The
records management contribute to customer is the one who pays everyone
the performance of an organization salary and who decides if a business will
succeed or fail. Everything we do, every
to ensure competitive survival".
strategy, every technology developed
and associate employed is directed with

one objective which is to please the
customer

QUALITY OF CUSTOMER SERVICES

BY SURIA SHAFIDA ZAILANI

PRINCIPLE OF GOOD

CUSTOMER SERVICES

The key to a good customer service is a building a
good relationship with your customer. By

greeting them, thanking them, being helpful and
promoting a positive and friendly environment
will ensure they leave with a great impression.

Listening to customers complaining is not A happy customer will return often and is likely to
always a bad thing. You might not notice spend more on your business. To ensure that you
the weakness of the business through the provide the best customer service is to know
what your customer considers to be a good
customers complaint, you may learn
something about your business that you customer services. How they prefer you to act like.
might not notice. With complaints, you Take your time to find out what are customer's
could confirm the validity of each concern expectations in a good customer service.
and offer a solution. Hence, will improve
With feedback make sure you follow up both
your business. Don't forget to let the positive and negative that you have received.
customers know that you appreciate their Ensure that you consider customer service in all
aspect of you business and never give up looking
feedback. for new ways to improve the level of customer

service you deliver.

CUSTOMER You need to accept that not all the
customer would want to products but if
RELATIONSHIPS you did find a customer who do you could

Building a good customer relationship is hard. That is concerntrate on building a good
why you need to always greet your customer and relationship with them. Helping the
approach them in a way that is natural and not by customers with their needs are important
even if its just letting a customer know
forcing them and make them feel uncomfortable. Don't about an event that you know they are
forget to show your customers that you understand their personally interested in is helpful. When
dealing with customer, you have to let the
needs are and thatbyou are there to help them with it. customers know of what's in it for them to

do bsiness with you. 

DIMENSION OF SERVICES QUALITY

Service quality is an achievement in customer service.[5] It reflects at each service encounter. Customers
form service expectations from past experiences, word of mouth and marketing communications.[6] In
general, customers compare perceived service with expected service, and if the former falls short of the

latter the customers are disappointed

BY SURIA SHAFIDA ZAILANI

01 RELIABILITY 05 COMMUNICATION

Customers will make sure that the Customers want their service
service that they are looking for are provider to keep them informed on
dependable, accurate and have important updates or give them
positive performance. important information. Besides that,
they want someone who listen.
02 RESPONSIVENESS
06 EMPATHY
Service that are willing to be helpful
with their customers and provide Ability to understand want
prompt service is what customers are customer's feel and what they had
looking for in a customer service. experiences is what customers want
in a service provider .
03 TANGIBLE
07 ASSURANCE
Appearance of physical facilities,
equipment, personnel and Service provider who can guarantee
communication materials that are and promise to the customers and is
provided for the customers are for committed in giving them relevant
their benefits. and reliable services that are on
time.
04 COMPETENCY
08 COURTESY
The services that are provided for the
customers are from a person who are Customers will want service provider
qualified, has professional training & to be polite, have respect,
skills of providing high quality considerate and kind.
customer services.

RECORDS MANAGEMENT STRATEGIES FOR EFFECTIVE

CUSTOMER SERVICE IN A BUSINESS ORGANIZATION

BY SURIA SHAFIDA ZAILANI

Customer Segmentation Marketing Services

A practice of dividing a customer base into A set of processes for identifying or
groups of individuals that are similar in creating, communicating and delivering
specific ways such as age, gender, religion value to customers and for managing
and family size. This us to enable customer relationship in a way that
companies to target specific group of benefits the organization. Service
customers for effective allocation of performed brings what the customers
marketing resources. Besides that, this desire that results to objects or other assets
strategy could be use to improve customer which are exchange for money, time,
service and assist in customer loyalty and labour, facilities and professional skils.
retention.

Servives Standards Customer relationship

Helps to define what a customer can expect Customer relationship management (CRM)
from a service and how it should be is an approach to manage a company's
delivered by the service provider. For interaction with current and
example in terms of timeliness and accuracy. potential customers. It uses data analysis
This method manages customer's and about customers' history with a company to
service provider's expectations, increases improve
business growth, enhance organization's business relationships with customers,
reputation and reduce employees turnover. specifically focusing on customer retention
and ultimately driving sales growth.

CHALLENGES TO PROVISION OF QUALITY
CUSTOMER SERICES IN BUSINESS
ORGANIZATION

BY SURIA SHAFIDA ZAILANI

INADEQUATE STAFF

The staff has inadequate knowledge and
experiences. Other than that, inadequate supervision
of support staff.
The staff are mostly weak in lots of area such as
communication with subordinates and customers.
They are generally in a chaotic and stressful
environment which could be the reason for their
poor management

COMPETENCY OF RECORDS OFFICERS

Records officer are responsible for the creation
& storage of a company's recorded information.

They are in charge of retrieving & disposing
data. Without these data, organization will not

be able to function properly.

LACK OF VITAL RECORDS MANAGEMENT TOOLS

An organization has lack of filling guidelines which
is a big mistake as it is very important to know the

methods of proper filing.
With the lack of the right tools, staff have difficulty

in records retrieve. They don't have the proper
manual on how to manage records properly.

SECURITY & PROTECTION OF RECORDS

Installing the proper security such as
locks, passwords, firewalls is important in
an organization. But some organization
thinks it is to expensive and does not
want to spend a lot on proper security.