Customer Service Essay Example for Free

Customer go EssayHandoutIn this Session, you extradite learned about The principles, policies and procedures of your brass section How your face communicates its principles to employees Your organisations policies and encrypts of practice Consultations on changes to principles, policies and procedures Issues of familiar concern relating to your industry and organisation.Principles, policies and proceduresPrinciples are the foundation of a system of beliefs at heart an organisation. Principles are the philosophy of the organisation, illustrating how the organisation thinks. A policy is a definite course of action follow by an organisation, which guides employees and helps them put principles into practice. Customer service policies are similar in many organisations, but well-nigh may be tailored to fit your organisations specific principles. A procedure is a series of steps to be followed to correctly answer the telephone, deal with complaints, give refunds and so forth O rganisations tend to have their own specific procedures.Communicating principles to employeesAn organisation may communicate its principles to employees in the following waysThe enlisting processReading materialGroup discussions Appraisals and feedback Improving team performancePrinciples may be give wayed into the enlisting process. Interviewees asked about the organisations principles. Organisation handbook and vision statement include principles. This may be the first thing new recruits learn about the organisation. Printing out principles and posting them in the dresser ensures they feature in every employees day. Principles could be printed on commonly used items. Hearing principles larn out is more effective for some. Managers and team leaders remind employees of principles. Discussion of whether an employee adheres to principles may be exposit of a formal review. Company awards are used to publicise principles. Company away-days and team-building exercises are opportuniti es to remind employees of principles. Team-building tasks could be centred on principles.Policies and decrees of practiceA compute of practice is a set of written rules or standards outlining the responsibilities of, or proper practices for, an employee or organisation. An industry-wide code of practice is often defined by a trade sleeper or professional body. Policies tend to be written by an organisation and based on an industry-wide code of practice. Your organisation might make you aware of its policies or code of practice by issue the code of practice/policies on their website or the intranet Emailing updates to the code of practice and policies to all employees Including the code of practice and policies in the organisation handbook Basing appraisals or feedback systems around policies / code of practice Indicating the trade association/professional body who wrote the code of practice.Consultations on changeIf you are consulted on changes, your opinion is considered by tho se making the decision. Ways to consult employees on changes to principles, policies and procedures include Small group meetings (face-to-face or via a video conference) Questionnaire Discussion with line manager/team leader Intranet bulletins or a FAQ page Email Team bulletins Monthly newsletter Letter A trade union/employee representative or staff council.How you are consulted depends on the size and structure of your organisation, employee work practices and the information being communicated. If your organisation has 50+ employees, you have the right to request an Information and Consultation arrangement.Issues of public concernIssues of public concern relating to your industry or organisation could include Product recall and guest safety is your product/service safe and reliable? Confidentiality do you store customer information steadfastly? Accessibility is it easy to contact your organisation/use your services? Quality is product/service bear on to competitors? Respons iveness how quickly will you respond to a customer and resolve problems? Value customers do you cheer your customers and treat them appropriately?Finances are accounts transparent and investments ethical? Wider concerns public health, economy, environment, exploitation of workers etc. Your organisation may deal with issues of public concern by Establishing stringent testing and health and safety processes Ensuring vary and easily accessed means of communicating with the organisation Investing in public relations to communicate in effect with the public Establishing clear customer service policies, making them available to the public and ensuring that staff adhere to these policies Publishing the organisations accounts Publishing a code of practice relating to the organisations economic, ethical, environmental responsibilities etc.