An employee of a large organization reported to the organization’s Human Resources (HR) department that a co-worker “harassed” her based on her gender.The HR Manager concluded that an internal investigation should be conducted to understand the details of the allegation. According to Turban et al. To learn more about the importance of customer service accuracy, reliability, and speed, keep on reading. Customer service is as vital to your business as any other function that helps keep your company afloat. Customers demand to be treated like their money matters. The Importance of Customer Service in Business. Your Customer Service Policy is a document that describes the guiding principles and philosophy of your company’s delivery of customer service. By treating your customers like gold, you are sure to reduce the overall problems … Customer Service Policy Service Manager Customer Service Area: Customer Service POL No: 281 Date of Commencement: 2007 Approval Authority: Council Date Approved: 10 July 2017 Amendment 2 Date of Next Review: 2018 Review period: annually Customer Service Policy . He has been published in magazines such as "Reaching Out" and "Spa Search." The basis of a customer service policy is to ensure enhanced service to customers and to provide guidelines for the employees on how. Renee Evenson writes "Devote adequate time to training coworkers to do the job they were hired to do. Your Customer Service Policy is a document that describes the guiding principles and philosophy of your company’s delivery of customer service. Leverage your customer service skills in healthcare. Definitions 1. Yvonne A Jones – Small Business Coach & Mentor. Employees can't expect to provide your idea of great service if they don't know that means. Currently you have JavaScript disabled. Your email address will not be published. Your email address will not be published. Get your employees involved, as they interact with the customers more than the management team. You need one whether you do Business to Business or Business to Customer. It is oft repeated that – gaining a new customer is a lot harder and costlier than retaining an existing one. Customer: the only reason I didn’t return it on time is because I travelled and I still have my receipt with me so it’ll not be fair if you don’t change it for me. Every company must be confident in its customer service policies and procedures. Ensuring the authenticity and availability of records over time can help your organization achieve its mission. The Policy makes it obvious and easier for all employees to deliver excellent customer service. A Loyal Customer is a treasure you should keep and hide from the world. At the same time, it does not eliminate a certain measure of autonomy and discretion that has to be used in dealing with certain situations. The Importance of Customer Service in A Bank How many of us have walked into a banking facility and not received the customer service we expected to receive, plus the questions/problems we had were not answered/solved. Customer service programs are important in every business industry, including employee benefits. Sam Williams has been a marketing specialist and ad writer since 1995. http://yvonneajones.com, “Customer service shouldn’t just be a department; it should be the entire company.”. The HR Manager further concluded that a third-party was best suited to conduct such an investigation.This decision is consistent with best practices, as a third … Just providing a body in a store to answer questions or having enough staff in a call center to answer calls quickly will go unnoticed. I appreciate your feedback. Customer service assistant: am sorry to hear that but unfortunately our policy is that customers only have 28 days to return purchase and you have missed the 28 days policy. It’s a document that will take some time to put together because it would have been given careful thought, careful planning and organization based on findings from management as well as on feedback from and engagement with employees, if any. Enforcing and continually looking for new ways to improve policies and procedures will allow your customer service team to serve customers in the best way possible. But, like mentioned before, the one thing to remember is that no matter what you put on a piece of paper or on a web page, the experience customers have with your service is going to end up being the ‘standard’ long term. These rules must be effective, clear and precise according to the company product. In other words, even if you’re an introvert, honing those skills that work well in a customer service setting can be to your advantage. Scope 2. Great customer service results in a reduction of overall problems. Contents . This reduces turnover. Feeling valued is also a factor in employee retention. Train your staff to be problem-solvers and to incorporate up-sell tactics to capitalize on the doors they've open by providing great service. Ron Zemke and John A. He served in various sales and marketing positions with major corporations such as American Express, Home Depot and Wells Fargo. If your employees are completely empowered, you may not … To build good customer relationships you need to: 1. greet customers and approach them in a way that is natural and fits the individual situation 2. show customers that you understand what their needs are 3. accept that some people won't want your products and concentrate on building relationships with those who do 4. help people - even just letting a customer know about an event that you know they're personally interested in is helpful 5. continue to keep customers aware of what's in it for them to do business with … Copyright © 2020 : 772.342.1034   :  The Importance Of Customer Service For A Banking Facility Essay 2571 Words | 11 Pages. Offering amazing customer service is important if you want to retain customers and grow your business. Ultimately it reduces stress because you have a structure on delivering excellent customer service with the goal of customer retention. now. In order to post comments, please make sure JavaScript and Cookies are enabled, and reload the page. You’re now aware of the importance of customer service skills in the healthcare industry. Policies set service guidelines and train employees. At the same time they often drop the ball on having an organized system to handle customer service, one that allows all in the business or organization to fully understand and become familiar with; one that is a reflection of the culture of the business. At times it can be impossible to please some customers. Customer service is very important in the hospitality industry and business overall as customers spend money where they feel valued so implementing policies so that everyone can be on the same page and deliver impeccable customer service is a great idea (Williams, 2017). On average, loyal customers are worth up to 10 times as much as their first purchase. For example, the Ameritas group division that handles dental, vision and hearing care insurance, has a strong track record for taking exceptional care of its customers. Copyright 2021 Leaf Group Ltd. / Leaf Group Media, All Rights Reserved. This gives you peace of mind so that you do not need to micro-manage employees, but it also gives employees a structure so that they know exactly what to do and whom to get assistance from. Records management is an important part of your overall information governance strategy. It’s a document that will take some time to put together because it would have been given careful thought, careful planning and organization based on findings from management as well as on feedback from and engagement with employees, if any. Required fields are marked *. They will have a better idea of what the customer expects from their experience with the company.". • After-sales service DSN has a unique after-sales policy that includes customer … 2 goriskresouces.com | The Importance of Good Customer Service CM 17497 (10/11) Facility-Based Risk Management Program, customer service orientation should include such expectations as the following: Smile and greet each resident or family member who you pass in the hallway; 1) It retains the customer Naturally, when the customer is happy with your service, he will stick back with your brand and will not shift to competitors. Service is as vital to your business for instructions on how importance of customer service policy enable in. Of overall problems … the Importance of customer service results in a of! Devote adequate time to training coworkers to do the job they were hired to do the job they were to... 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