Unit 11 M4/D2
a)
I
will now link and analyse the value of monitoring and evaluating to the
improvements that organisations might make to customer service.
It is very important for all businesses to constantly monitor
and evaluate their customer service. Doing this can help to make significant
improvements to customer service which can lead to very big success of a
company.
Customer service is important for all companies. Good or bad
customer service can directly affect company’s profits and sales. Monitoring
and evaluating customer can help to understand weaknesses of company’s customer
service and after understanding those weaknesses it is easier to make
improvements. It is necessary to make improvements for customer service and
understand your customer needs. If you don’t you’re automatically losing
customers and profits.
Monitoring and evaluating customer service leads to
Improvements to customer service, which leads to:
b) I will now explain and analyse how
an organisation can make improvements to customer service for customers.
Monitoring and evaluating customer service can
help to make improvements to customer service for external customers. It is
important to do that because all the profits and success of a company has a
very big dependence on quality of customer service. Very important thing to do is to monitor your
customer service regularly, so when level sales is going down you can make a decision
what to change easier. If quality of customer service is bad, number of
external customers is getting lower so automatically level of sales and profits
are getting lower as well. Bad quality service can affect more different
aspects but it usually leads to failure of a company.
Organisation can make improvements to customer
service for customers by improving their:
·
Quality
of services – it can be done by improving materials used for products that are
used in a service. It can also be done by improving customer service for
employees, improving staff training. If your employees will be happier about
their job and will gain more skills they will be able to provide higher quality
services for external customers.
·
Quality
of materials used for products – it has a big dependence on quality of
products. People can usually see when product is made from cheap material and
no one likes buying something that is low quality or will break in few days.
Package of a product should also look good, as first impression is very
important when deciding to buy a product or not.
·
Quality
of products – it has a very big impact on the image of a company. Good quality
of products also shows your companies reliability.
·
Delivery
times- delivering time should be as specified or even faster. If people are not
receiving their product when they were promised to, there’s very high possibility
that they won’t order from you again and inform others not to do that as well. Improving delivery times means more happy
customers. It’ll also help to gain more new customers and regular customers.
·
Reliability-
it is very important that your customers trust your services or products. If
they like the way they are treated in your company or they like a product they
bought from you they are more likely to firstly, become your regular customers
and secondly, to spread a good word
about which will attract more new customers and increase your company’s
reputation.
·
Premises
– redecorating premises or relocating into new, bigger premises. People are more likely to come into spacious
and nice looking shop or office, it is more attractive than small and old
looking premises. Changes are always attractive for customers.
c) I
will now explain how an organisation can make improvements to customer service
for employees.
Staff is very
important for all companies and their performance is directly related with
sales and profits.
It is very important
that staff feels values and respected for what they’re doing. If people are not happy about their job they will
not be motivated to work hard, make as much sales as possible and etc. If staff is looked after they are more likely
to feel better about their job and work harder, do their job with bigger
responsibility which leads to increase of sales and bigger profits.
Organization can
improve customer service for employees by using the business management theory
of Frederick Herzberg
Frederick Herzberg
felt that employee job satisfaction could be achieved if they have:
·
Interesting
work – if people don’t find their job interesting or they’re bored doing it
they usually don’t have any motivation to do it good. There should be something
interesting about every job and you should help your employees to see that.
·
Responsibility
– responsibilities can make your employees feel more appreciated for what they’re
doing. It can help them feel trusted by
their managers and it gives motivation to do a good job and maybe gain more
trust and more responsibilities.
·
Praise
for doing a good job and a personal sense of achievement – it makes employees
feel appreciated by other people and by themselves, it gives motivation to progress
in their jobs.
·
The
ability to acquire new skills- employees will be happier knowing that they’re
able to progress in their career, gain more skills and learn something new. It
gives motivation for them to do their work productively.
·
Opportunities
for advancement e.g. training and promotion – knowing that you’ll be able to
get training or promotion for to doing a good job, gives motivation to do it. It
makes employees feel appreciated.
An organization can
also make improvements to customer service for employees by improving the
employees working environment.
d) I will now explain how an
organisation can make improvements to customer service to benefit the business.
Organisation can make
improvements to customer service to benefit the business by:
·
More
investments into staff training / New and improved methods of training – staff can
gain new skills and they’ll be able to do more tasks. It means that and won’t
need to hire other employees, will be able to improve quality of services and
range of services. It is cheaper to train your staff than hire new people.
·
Improving
quality of products - it has a very big impact on the image of a company. Good
quality of products also shows your companies reliability. If people trust your
company they’re more likely to buy from you.
·
Improving
or redecorating premises - redecorating premises or relocating into new, bigger
premises. People are more likely to come
into spacious and nice looking shop or office, it is more attractive than small
and old looking premises. It means that you’ll possible get more customers and
more customers means higher level of sales.
Monitoring and
evaluating customer service is very important for all organisations. It can
help to make improvements for customer service for external and internal
customers and for the organization and making improvements is necessary to
reach a success in a business.
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