Effective Customer Service

Business Records






E F F E C T I V E C U S T O M E R S E R V I C E







































































FACTORS TO EFFECTS OF CHALLEN G ES

IMPROVE CUSTOMER IN EF F ECTIV E

CUSTOMER SERVICES CU STO M ER
SERVICE SER V ICE

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WHAT TO SAY WHEN YOU


DON’T KNOW THE ANSWER




BY AMIRUL HAQEEM


First of all, don’t worry if you don’t know an answer. The purpose of

customer service is to serve and help make things better, not to be infallible
and all-knowing.However, instead of saying “I don’t know,” which doesn’t

communicate anything helpful to customers, try repeating the question back
to customers and then saying something like…“Does this mug come in a
color-changing option? That’s a great question! Let me find that out and get

back to you. Thanks!”

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4


I N T R O D U C T I O N




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F A C T O R S T O I M P R O V E
C U S T O M E R S E R V I C E I N
B U S I N E S S R E C O R D S





1 0



E F F E C T S
O F C U S T O M E R S E R V I C E S
O N B U S I N E S S R E C O R D S





1 2


C H A L L E N G E S I N E F F E C T I V E
C U S T O M E R S E R V I C E






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C O N C L U S I O N

PAGE 4 INTRODUCTION INTRO



Introduction






Providing good customer service is an important aspect
of an organization to maintain its reputation and to
receive positive customer feedback.
































Customers are those who receive services through inquiries or purchases of
goods and products such as from sellers, vendors, suppliers, financial
transactions, or ideas. Customers will communicate with selected staff to get According to East, (1997) it is
the best possible service from an organization. There are two types of agreed that if clients or
customers which is external customers and internal customers. An external customers are fulfilled by a
customer is those who buy a product produced by business or company particular product or service
while the internal customer is anyone who is directly connected to a business offering after its utilization then
such as a manager, accountant, and secretary. they are prone to take part in a
repeat purchase (also known as
Customer service is the provision of services from selected clients to reinforcement).
customers. Providing good customer service is an important aspect of an
organization to maintain its reputation and to receive positive customer
feedback. The services provided to customers are before, during, and after
purchase. For example, employees should be warmly welcoming their
customers so that they can feel their welcome. Then, the employee will treat
the customer with a description or answer any questions from the customer.

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FACTORS TO IMPROVE


CUSTOMER SERVICE IN


BUSINESS RECORD






A N A R T I C L E R E V I E W B Y M A R G R E T A R E N











Customer feedback is a data given by customers about Top performing organizations comprehend a significant
whether they are fulfilled or disappointed with an item or job that customer feedback plays in business. They reliably
administration and about general experience they had tune in to the voice of their customers. Not just they scan
with an organization. Their opinion is an asset for for conclusions they customers distribute via we-based
improving customer experience and modifying your networking media and audits they give on sites intended
activities to their necessities. This data can be gathered to social occasion input for example TripAdvisor,

with various types of studies (incited input), however we yet they additionally purposely request criticism utilizing
can likewise discover assessments and audits our unmistakable sorts of studies. The best customer service
customers post on the web and gather them utilizing may be improving via numerous issue which includes
internet checking devices. Both sources are imperative to feedback, customer satisfaction, training, employee
get a full image of how your customers perceive your motivation and
brand. innovation.

Top performing organizations comprehend a significant The first factors to improve customer service in business is
job that customer feedback plays in business. They reliably customer feedback. Customer feedback helps improve
tune in to the voice of their customers. products and services. At the point
when we at first present a new item, brand, or
administration to showcase we likely have a thought
regarding customer needs.

Statistical surveying that we lead Customer feedbacks works excellent
before presentation gives us a whilst it to a selected intention.
thought if potential customers would Feedback that been given in the ideal
get it. Furthermore, they can give us a manner assist enhance customer
few hints on how we could improve it. support.
In any case, simply after our Organization who soliciting consumer
customers utilize our item or feedback through customer survey,
administration, we can find out pretty customer visits, a complaint system, Moreover, customer
much all the points of interest, customer awareness group and
blemishes, and their genuine different feedback is so
encounter. In addition, their dimension typically improve their
necessities and desires develop with provider and movement. Feedback critical because it
time. may be extremely beneficial to offers entrepreneurs
supervisors and manager whilst
Customer input is an understanding addressing customer services target. and enterprise
into what is functioning admirably Most usually the front-line employees
about our item or administration and who have direct touch with customers proprietors with
what ought to be never really can provide legitimate and beneficial
experience better. We may have the feedback on group crew or individual insight that they can
best skill in the business where our performance. use to enhance their
organization works, however our
expert information will never be more Rapid feedback improves customer business,
important to business execution than service because issues are usually
customer going to get up for any business merchandise and or
bits of knowledge. Their conclusions regardless of how tough you attempt
assist us with guaranteeing that to avoid them. If customers realize ordinary revel in
theresult will really live up to their that they could voice complaints and (Beard, 2014).
desires, tackle their issues and satisfy those problems could be handled
their requirements. well, they will feel greater relaxed
doing commercial with you (John’s,
2017).

Next, customer satisfaction is a In other hand, companies who Customer
significant factor that decides provide extremely good customer
organization’s financial experiences create environments satisfactions is an
performance. It is legitimately where delight is excessive high and
connected to numerous customer advocates are plenty. emotional reaction
advantages, for example, Customer pleasure is the metric
expanded piece of the pie, lower you can use to reduce patron to the revel in
costs, or higher income. Numerous churn. By measuring and furnished through
examinations affirmed close monitoring customer satisfaction
association between customer you may positioned new specific services or
loyalty and business execution. In procedures in area to increase the
this way, there is no uncertainty general first-rate of your customer products bought,
that we need to ensure our service. The other customer
customers are content with our satisfaction factor that improves retail outlets, or
items and administrations. customer service is the agencies even molar styles of
Normally, the most ideal approach imparting warranties and ensures.
to see whether we meet their Warranties function as an conduct, as well as
desire is to hear their thoughts. agreement that the product will
perform as promised or a few the general
Customer satisfactions is an shapes of restitution might be
emotional reaction to the revel in made to the customer. Customers marketplace
furnished through specific services who are hazard-averse locate location (Beard,
or products bought, retail outlets, warranties reassuring (Principles of
or even molar styles of conduct, as Marketing, 2015). 2014).
well as the general marketplace
location (Beard, 2014).

Moreover, the other factor that leads to improve customer Numerous education program that has be
service is sending their employee to be training. An accomplished to improve customer service is face-to-face
employee should be trained well enough to handle coaching, functiongambling and scenarios, position
customer queries in an effective and efficient manner modelling and others. With a good schooling software
(Adams, 2016). This situation can make our employee program, worker can build self-motivation and may
fixing customer hassle in appropriate manner. While your handle any problem regarding their business area with
employees’ knowledge and customer service are up-to- customer performance.
the-mark, it will make sure that your customers have an
excellent experience every time they come in touch Furthermore, employee motivation alsothe factors to
together with your organization (Spears, 2014). improve customer service in business. Most employees
whorecognise their customers apprehend their needs
Generally, the organization will discover customer need. and can meet these needs. Pridein the workplace allows
Then they will put in force effective customer service employees to be stimulated to fulfil their
training with worker (Richason, O. E). The issue result in customer’sdesires. Whilst personnel feel glad inside the
enhance customer service because within the training organization, they can carry outtheir responsibilities
employee will put in force the standards performance to (Zerbe.D.2008).
satisfy the customer. Groups additionally pay for
employees to make use of an automatic training The ones organizations ought to view improvement of the
application to be had via available through an online employee’s motivational stages as a worth investment as
provider. This method gives worker a broader angle on itis certain to pay out in the end by determined
service than what they could get from a proprietary improvement within the pleasantof provider given and in
program (Kokemuller, N). advanced worker’s efficiency. Sometime throughemployee
with having empathy to the patron scenario will generally
chill outthe maximum irate customer. Whilst customer is
dealtwith appreciate, courtesyand professionalism they
are most receptive to having a fine outcome.
Thosesituations lead to improve customer service.

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Last but not least, innovation is also a
factor to improve customer service in
business. A brand-new improvement to the
self-carrier organization is the use of the
internet to promote the personalized
experience, which makes the vacationer to
the website experience like he or she is
special, and person commercial enterprise
is preferred. One region that ought to by
no means receive cutbacks, even in
instances of financial hardship, is high -
quality warranty, as product quality is the
spine of any commercial organization
(Brown, J).

Many people in recent times use social
media a platform to talk with customer. By
using social media, it will make easily to
access to your customers without difficulty
to get entry to customers while adjusting in
the organization. The used of social media
is to attain greater advantage and profit
(Clark. A, 2015).

Innovation has end up crucial component
to enhance customer service. It is far due
to the fact purchaser expectancies have
multiplied dramatically in the current
digital technology with the big adoption of
modern technology (Gautam. N, 2017). If
we do not adapt our business to the
converting wishes of our patron, we might
be losing out on a splendid opportunity to
make our clients even happier. According
to Owens (2017), she stated that any
innovation we adopt should enhance upon
the success or fulfil an essential
commercial enterprise objective, together
with running more correctly, reducing
escalations, decreasing call quantity or
responding to changing consumer attitude.

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EFFECTS


OF CUSTOMER SERVICES ON


BUSINESS RECORDS






A N A R T I C L E R E V I E W B Y A M I R U L H A Q E E M











As stated before, customer services indeed are vital to Then, good customer service can increase profitability.
ensure an organization’s success. Good customer services When an organization provides good service and a lot of
portray the organization nicely, poor customer services people talks about it, the organization will receive new
give the customer bad perception about the organization. customer hence increase its profit. Furthermore, good
Below here are how the quality of the organization’s customer
customer services can service can boost the organization’s staff morale. This is

affect the organization’s performance. Good customer because, with the organization gaining profit, the level of
services able to retains the customer. Bhasin (2018) stated confidence among its staff will increase. In addition to that,
that when the customer is happy with your service, he will good customer service can become an asset to an
stick back with your brand and will not shift to organization to compete with their competitor. This is
competitors. This is because when a customer satisfied because good customer service is difficult to obtain.
with an organization, they will repeatedly buy from that
organization.

Next, good customer service can gain more references.
Generally, when a customer found an organization which
satisfied them, they will recommend it to their friends. It is
their nature to share good customer service that they
have experienced it.

On the other hand, poor customer service
gives the customer a bad perception about
an organization.
(Richardson) stated that If a company
provides poor customer service, it will
have many disgruntled customers.
Poor customer service could lead to the
organization lost market share. This is
because when an organization provides
poor customer service, they will lose their
customer, reduce their profitability, then
lost their market share to their competitor.
Next, poor customer service could be the
reason an organization customer service
become inefficient and ineffective. This is
because they spend most of their time
arguing with customer, not doing anything
etc. Then, poor customer service forces
the management to expense a lot of
money to train their staff. This is because
customer service is the face of an
organization, so they must keep it good.
Finally, poor customer service can start to
a change in management. This is because
to rectify things, an organization need a
new leader. However, this will be waste of
time as the organization need to start all
over again.

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CHALLENGES IN EFFECTIVE


CUSTOMER SERVICE






A N A R T I C L E R E V I E W B Y S A B T U R I N A H
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To get a good quality customer service management is not However, each employee needs to find a solution to meet
easy. There are still challenges that need to face to have a the customer's needs, such as asking for an outlet and
positive impact on customer service. The challenges faced time to contact the customer as soon as possible to
are not only from the client itself but can also come from answer the question. In an organization there will also be
an organization that is a shortage of staff. Complicating
unable to provide the best service due to its own internal situations are encountered when the number of

factors. The first challenge that must be face for effective customers exceeds the number of employees and the
customer service is when you are unable to answer staff is unable to provide the same services to different
questions from the customer. This challenge is influenced customers at the same time. What happened was, the
by many factors. The point is when customers ask staff had to transfer the customer to someone else
questions outside of the service or requirement where the possibly from another department. If staff from other
customer places high expectations on the service departments take over the customer service, things like a
provided by an organization. lack of knowledge in customer service will also occur.

In addition, this can happen when a customer is hired by a Therefore, before transferring customers to others, they
new employee in the organization. Employees are still not need to be informed about the matter so that they can
comfortable with the atmosphere of the workplace and consider the service provided. In fact, customer
yet they do not dissatisfactioncan also be avoided.
fully master the proper communication skills in dealing
with customers.

However, staff also need to make Understanding customers is difficult
sure the person who will be providing and requires a lot of patience.
the service is ready and able to Sometimes, the customers
provide satisfactory service so that themselves do not know what they
there is no misunderstanding want, so it is difficult for the staff to
between the two parties. read what the customer wants. This is
a huge challenge where staff need to
However, problems will arise for spend a lot of time talking with Sometimes, the
organizations that have limited staff customers to meet the customer's
where they cannot deliver customers real needs. Effective ways can also be customers
to employees from other done by ensuring that the staff
departments. In this situation, the provides usable insights and that themselves do not
staff should be good at taking the first results in the best satisfaction of the know what they
customer's attention, such as delaying customer. After that, the staff can
the time to resolve other issues but continue to deal with the first want, so it is difficult
not telling the first customer that you customer.
want to serve the another customer for the staff to read
first. When speaking with a second There is no denying that the staff will
customer, the staff deal with customers who are what the customer
should arrange an appropriate time vulnerable or angry. This does not wants.
to discuss with the second customer matter if the staff is in the wrong or
with the available time. Therefore, the the customer himself is expecting
customer can easily understand the something unexpected. However,
situation and not misunderstand the companies do not want to lose
staff or the organization. customers as they are because some
companies care about customer
satisfaction and will meet their
customers' needs.

Every customer should have high expectations for the Losing a customer is an unwanted thing especially when a
services and results they provide. While it is a customer is an asset that benefits the
powerful challenge to meet customer needs, an organization. Challenges when staff are difficult to say no
organization must be prepared to overcome this to customers. On the other hand, they will have the upper
challenge. This is because, when an organization able to hand when it comes to solving problems faced by
overcome such challenges, it is imperative that customers customers. Therefore, this is a challenge that staff need to
remain satisfied and satisfied with the service they provide. take as a step towards improving their weaknesses. What
Therefore, other plans are needed to have a backup plan. the staff needs to do is always be positive in their
One of these is to take a customer-centric approach and conversations with the ability to offer clients solutions. If
then generate data that tells the staff exactly what the the staff has these features, surely the customer will be
customer wants. With the ever-evolving technology, every pleased to cooperate with the staff. Then, the staff should
problem encountered can be solved. do their best to put the trust in the customer.

The security and protection of customer records is the Challenges overloaded with customer inquiries are
responsibility of the staff to protect them from commonplace for employees. Customers expect that an
unforeseen events such as loss of records or leakage of organization operates 24/7 so that customers can either
customer information. If this happens it can be a mistake reach by phone or email instead of working hours. Even
as it can endanger the customer. Therefore, during work hours, employees may not always respond
the superior should provide adequate training and briefing well because they need to focus on current customers.
to the staff on the importance of maintaining customer What can be done to avoid customer anger is to provide
records. It is also advisable to have the staff be alerted an email that notifies the customer that the staff will
from time to time so as not to neglect customer records. respond quickly and hope the customer can wait. This
As such, there is a need for a customer's record store such technique is also effective in retaining existing customers
as files and record to continue to receive services from the same
rooms to keep the customer's records safe, secure and organization.
can be a reference in the event of an event.

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As a conclusion, a sturdy enterprise will
already have high-quality patron
relationships. Proper customer service will
cautiously be listening and attending to our
customers’ needs and
desires (Morgan, B. 2016). If we are not
constantly looking for possibilities to enhance
our customer service, then our relationships
will stagnate. To improve customer service
the employer generally the company does a
study to enhance their overall performance.

Moreover, it is essential to make sure that
our customer service team has the right
talents for our dealing with customers’ needs.
Bad customer experience at any factor in the
purchaser
lifecycle can spoil our courting with them.
Furthermore, to ensure the right
skills are proven, we need to be sure they are
being demonstrated constantly.

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Bhasin, H. (2018, March 06). 7 Amazing Advantages of giving good customer service.
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customer-service/

Brown, J. (n.d.). Ways to Improve Customer Service & Quality Goods. Retrieved December
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Wang, I. M., & Shieh, C. J. (2006). The relationship between service quality and customer
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