Business Studies Level2 Unit 2

Consistent and Reliable Customer Satisfaction

Consistent and reliable customer service

Its believe by The National Consumer Council that ‘smart’ business should ensure that the same customer must be dealt with the same staff from start to finish. This cannot always be possible. For this reason most companies arrange specific training to staff to ensure each worker has the same approach with external customers. This is likely to focus on the following features of the job.

Scope of the job role

Staff should know their limits in terms of what the can and cannot do as part of their job and the type of concerns they must refer to a supervisor. This should not stop them using their skills to resolve a problem quickly providing they do not surpass the restrictions of their job role by making arrangement or promises that are outside their authority.

Knowledge of products/services

The worker of the company needs to have knowledge of the products and services to provide customers with accurate information and advise them about the best option to suit their needs. It is not always possible to memorise these, so it is also important to know where to find the information-such as catalogue, brochure or online database.

Type and quality of products/services.

Purely knowing the variety of goods or services available is acceptable if you’re selling consumable items, such as sweets. Someone who sells expensive items such as jewellery. Anyone who sells expensive items or complex services should also be able to give information and advice on the `best buys` or most reliable suppliers based on their own knowledge , response from other clients and press reports.

Staff attitude and behaviour

Your attitude is important if you’re working in customer service. Customers prefer being with others who are positive because they are open, approachable and easy to be with. If you are positive about your work and your customers then you also give a good reputation of the organisation. You...