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How Using Digital Technology for Communication Manages Quality Customer Service?
In today’s scenario, technology plays a very chief role in managing quality of communication when it comes to customer service. There are many ways wherein technology can be integrated in an effective manner for smooth and supreme customer services. It would help in increasing communication with the customers so that appropriate strategies can be developed. Are you wondering how technology helps in internal and external environment change of an organisation? It is because it would help in:
- Notifying the managers when it comes to the flaws or drawbacks of the firm directly from the customers or end-users through social media, emails or website reviews.
- Moreover, online website rating helps in creating apt strategies for customer service for the organisation.
- Also, customers can have easy access to ordering or getting to know the services of the organisation by using the mobile app.
- Live tracking would help the customers to watch their products being delivered in a real-time environment
Workshop with Customer service staff/employees
For smooth and quality working of a company, it is very significant for you to train your staff for dealing or handling the different customer requirements and at the same time, different situations as and when they offer services. So, to offer quality customer services, it is vital to train your employees by organising a proper workshop wherein different queries of the customer support team can be taken into consideration. What all to cover in the workshop? Read below for the answer:
- Firstly, in the workshop, train the executives to be polite when they are dealing with the customers and understand clearly what their queries and/or requirements are.
- Secondly, the voice of the executive must never be raised at any point in time during the conversation with the customer even if things go a bit off-track, stay put and maintain calm.
- Thirdly, the workshop must also train the employees about the basic greeting, short information of the preliminary and exquisite services of the company.
- Fourthly, inform the employees how to deal with the query as per the required support and information.
- Lastly, the workshop must also train that in case they are unable to resolve the query, they have to ask the customer to be a little patient and transfer the call to the manager.
What are Some Common Customer Service Policies?
Following are some of the most common customer service policies:
- There must not be discrimination in customers so it is imperative to handle customers with poise, truthfulness, admiration, and equality.
- For contractual responsibilities and requirements, all the customers must be clearly informed about the products and services of the company.
- In case of any customer query, it is significant to deal with it by a thorough conversation with them in a polite manner and satisfying them for what they are looking for.
So, now the question arises as to what is the procedure of doing the same? Here is the answer:
- By listening to them for what their individual query is and then understanding the requirements by giving the right solution.
- By creating some actually solid standards aligning the service quality and needs of the clients/customers.
- By ensuring that the right person is hired for offering the required services and that top quality one to the customer.
- By discussing the services and products along with the obligations for contractual requirements and standards.
Here is the excerpt from the recently solved BSBCUS501C Manage quality customer service Assessment Answer by our experts
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