Customer Service: Assignment 2
Introduction:
In this assignment, I am going to define what excellent customer service is whilst explaining
the different skills needed to deal with different types of customers. Also, I will explain what
internal and external customers are with examples. I will pick two organisations (an Airline
and a Hotel Chain) and explain what the needs and expectations are of different travellers
with examples. Then, I will state what each organisation could improve on in order to better
the organisation’s customer service.
Excellent customer service is a service that goes beyond expectations to ensure that a customer’s
experience is the best that it can be. For example, throughout a customer’s shopping trip, a member
of staff should approach them to see if everything is ok or if they need help. The staff’s small action
will leave a good impression on the customer. This will likely convince them to return again in the
future due to the high standard service provided.
Customer service skills
Whilst working a customer-based job, many skills and qualities are essential in order to
provide a great service to customers. This is because no matter what situation occurs, a
staff’s job is to provide excellent services to customers. In this type of environment,
customers should always come first. For either staff already working within a company or
someone wanting to work for a company, there are five skills needed in order to provide a
high standard of customer service
The first skill that is needed for good customer service to be carried out is professionalism.
In any working environment, a variety of situations will occur every day, from someone
having a little question to someone shouting at you. In both situations, it is important to
contain yourself and act properly and professional. This is because even if you are not
feeling happy with a customer and their treatment towards you, they are still a customer
whilst you are someone who is working for them and you representing the company and
their values. This means that how you act in difficult situations is significant and affects
everyone.
The second skill that is needed for good customer service is patience. This is because whilst
working, there will be many things, little or big, that will irritate you. However, as soon as
you are showing that you are annoyed, even if it is not intentional, the customers will be
able to sense it. This may make customers feel slightly awkward or perhaps offended as they
may feel as if they are the cause of your mood-even if they actually are. This will deter
customers away due to feeling uneasy because of seeing the staff looking so unwelcoming
and unapproachable. This may decrease the amount of loyal customers that your workplace
or company has. Having patience shows that you are able to contain your own personal
feelings no matter the situation. This benefits the company overall.
The third skill that is needed for good customer service is being empathetic. This is because
it is important to understand a customer’s point of view as well as their emotions. Showing
empathy towards a customer allows them to feel understood. This will make the customer
, feel better as they will feel like their concerns or issues matter to the staff, not just them.
This will encourage customers to speak to the staff openly if they have any issues. This can
make the company seem better than others, perhaps resulting in more customers returning
in the future.
The fourth skill that is needed for good customer service is problem solving. In any work
environment, people are faced with difficulties daily. However, being able to solve and
overcome these issues are detrimental in customer service. If you are able solve issues,
especially for customers, it shows that you as a worker has competence and other qualities
such as creativity and thinking on the spot. This skill will positively influence customers and
eventually will increase the number of loyal customers within a company.
Finally, the last skill that is needed for good customer service is confidence. This is arguably
one of the most important skills in order to have good customer service. This is because
without confidence, it will be hard for you to communicate with the customers, when
necessary, e.g., if customers need help. Therefore, the customers will not have the
reassurance from you resulting in them not to trusting the employee. Lacking confidence
affects both the staff and customer in ways, so confidence is a key skill. Also, confidence
allows the staff to make an impression on the customers, showing that they are passionate
and capable with the role that they are carrying out. Having confidence allows customers to
trust and respect the staff and the company. This will increase the likelihood of people
returning, once again increasing the number of loyal customers.
Skills required to deal with different customer service situations and behaviour
In order to deal with different customer service situations and behaviours, many skills are
needed. For example, a key skill that is needed to deal with customer service situations and
behaviours is having a positive mindset. When you are faced with an issue or negative
behaviour from a customer, it is essential to stay calm and positive. This is because having a
good mindset ensures that you do not panic and will then allow you to find a solution. Also,
people can tell when someone else is stressed or anxious, so by maintaining a positive
mindset, this ensures that the customers feel comfortable and more confident in you and
your role. A second example is having good communication. In any situation, bad or good,
communication is key whilst dealing with the situation. If a customer is wanting help or if a
customer begins shouting at you, it is necessary that you can confidently and calmly talk to
them in order to fix the issue and handle the situation. This is because by communicating, it
will help everyone to understand you and what you are saying, and then may decrease the
chance of things escalating. Finally, another key skill that is needed to deal with customer
service situations and behaviours is being professional. This is because you will come across
a variety of situations and behaviours that may shock or hurt your feelings. However, it is
important that you stay professional as it then allows you to separate your work life and
personal life.
