E-MAGAZINE IMR 652 (GROUP EFINZIE) (BA232 4B) THE LATEST

Build a good customer 51

relationship is hard and COMPLAINTS
that is why you need to
always greet your Listening to your customers complaining
customers with a smile
and approach them in a sometimes it is not bad. You might not aware
about the weakness of the business, through
customer complaint and their feedback is very
important for our future references where we
can improve more for better business. By
their complaints, you also may earn something
that’s good for your business that might not
notice. With these complaints, you could
confirm the validity of each concern and you
will offer a solution for your business. And
most important, DON’T FORGET to let the
customers know that you appreciate their
feedback.

Natural way and not forcing them and make them feel uncomfortable. DON’T
FORGET to show your customers that you understand what their needs and you
are there to help them with it.

You need to accept that not When dealing with customer, you have to
all of the customers would let the customers know of what’s in it for
want the products but if them to do business with you.
you did find customer who
really do, from here you can
concentrate on building a
good relationship with your
customer. Helping them with
their needs are important.

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DIMENSION OF
SERVICE QUALITY

RELIABILITY

Customers will make sure that the service that they are looking for are
dependable, accurate and have positive performance.

RESPONSIVENESS

The willingness to help customers and provide prompt service.

TANGIBLE

It is appearance of the physical facilities, equipment, personnel and

communication. COMPETENCY

Qualification, professional training and skills of providing customer service are
essential in providing quality customer service.

COURTESY

Customers will want service provider to be polite, have respect,

considerate and kind. 06 COMMUNICATION

The clarity and understandability of the information given to the customers.

EMPATHY

Ability to understand want customer’s feel and what they had experience.

ASSURANCE

Service provider who can guarantee and promise to the customers and is 52
committed in giving them relevant and reliable services that are on time.

by MENZLIWATY ELIZANA ANAK GERUNSIN

53

RECORDS MANAGEMENT STRATEGIES
FOR EFFECTIVE CUSTOMER SERVICE

IN BUSINESS ORGANIZATION

O1 Customer segmentation— A practice of dividing a customer base

into groups of individuals that are similar in specific ways such as
gender, age, family size and etc. this is enable companies to
target the specific group of customers for effective allocation
of marketing resources.
Service standards— This is to help to define what a customer
can expect from the service and how it should be delivered by
the service provider. This method manages customer’s and
service provider’s expectations. Increase business growth,
enhance organization’s reputation and reduce employees turnover

02

Give customer an easy access to service in the business organization

03 Customer needs— It should compile profile of the customers
to knows the product or services that customer have chosen.

Consultation of customers- The accommodate ideas and
suggestion by the customers must be respect if the
organization wants to meet the customer satisfaction.

Availability of the product needed by customers- Develop
tools that can help the customer to easily locate the
information of the products or services that they want.

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Challenges 54
To provision
Of quality
Customer
Service

By : Menzliwaty elizana Security & Protection of Records.
gerunsin
Installing the proper security such
Caliber of Records Officers as firewall or passwords is very
important in an organization . Some
A records officer is the professional responsible companies keep their documents in
for records management in an organization. They locked storage, accessible only
are in charge of retrieving & disposing data. authorized personnel and the
Without these data, the organization will not be organization must ensure that the
able to function properly. file remains confidential and is not
shared.
Inadequate Staff

This challenge is a common especially if the business organization do not have employees who works
for 24/7. the staff has lack of knowledge and experience. Because of that, inadequate supervision of
support staff. The staff are mostly weak in lots of area such as communication with subordinates and
customers. This could be a reason for their poor management where they are generally in a chaotic
and stressful environment.

Lack of Vital Records Management Inadequate & Poor Storage Space
Tool

Lack of filing guidelines can be a Some organization has poor storage
big mistake as it is very im- space which can lead to systematic
portant to know the method of issues. Most of organization take
proper filling . Lack of right tools office space as something valuables
also give difficulty for records and does not want to fill them up
retrieve because not having with storing messy paperwork.
proper manual to manage it
properly. 54

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REFERENCES

1.Access Records Management. (2019). The History of Records Management. Retrieved from https://
www.accessrecordsmanagement.co.uk/history-of-records-management/
2.IGI Global. (2018, Dec 26). The Digital Age. Retrieved from https://www.igi-global.com/dictionary/
resource-sharing/7562
3.Enterprenuer Asia Pacific. Sole Proprietorship. Retrieved July 2, 2020, from https://
www.entrepreneur.com/encyclopedia/sole-proprietorship#:~:text=The%20sole%20proprietorship%20is%
20the,personally%20responsible%20for%20its%20debts.
4.Business record. (n.d.). Definitions.net. Retrieved July 2, 2020, from https://www.definitions.net/
definition/business+record
5. King, L. A. (1997), “Records management as a strategic business function”, Records Management Jour-
nal, Vol. 7 No. 1, pp. 5-11. Retrieved from: https://doi.org/10.1108/eb027099
6. Kemoni, H. N. (1998), “The Impact of Records Centres on the Management of Public Sector Records

in Kenya”, Records Management Journal, Vol. 8 No. 1, pp. 55-65. Retrieved from: https://
doi.org/10.1108/EUM0000000007230
7. Employment, S. (2020, May 22). Principles of good customer service. Retrieved July 03, 2020, from
https://www.business.qld.gov.au/running-business/consumer-laws/customer-service/improving/principles
8. Snigdha. (2020, July 01). 9 Proven Strategies for Effective Customer Service Communication. Re-
trieved July 03, 2020, from https://www.revechat.com/blog/effective-customer-service-communication/
9.StoreHub. (2020). Coronavirus (COVID-19): 8 Practical Tips For Business Owners With Physical Stores.
Retrieved from https://www.storehub.com/blog/coronavirus-covid-19-business-owner-tips/
10. Avaluation Team. (7 Jul, 2008). Business Continuity Myths and Facts. Retrieved from https://
avalution.com/business-continuity-myths-facts/

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FACULTY OF BUSINESS MANAGEMENT
BACHELOR OF OFFICE SYSTEMS AND MANAGEMENT (BA232)

MANAGEMENT OF BUSINESS RECORDS (IMR652)

GROUP ASSIGNMENT :
E-MAGAZINE

PREPARE BY: 2019317081
EFINZIE ANAK NIHEM 2019314615
FELLORA ANAK JERRY 2019317079
LOVENIA MINA ANAK MAOH 2019328987
LYSCA ANAK AJIS 2019350895
MENZLIWATY ELIZANA ANAK GERUNSIN

PREPARED FOR:
MR ABDUL ISMAIL BIN MOHAMAD JAWI

SUBMISSION DATE: 1 JULY 2020

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NO 98 59
June
2020

www.education.gov.my PRICE:
W/M: RM 20.00
E/M: RM 15.00

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LIMITED EDITION