Training and Development

Week 4: Training Evaluation

Explain the six- steps to customer service excellence, which are: establishing a connection, observing forms of etiquette, active listening, defusing anger, and empathic communication and having a pro-active attitude.

Establishing A Connection

According to researchers, satisfaction is connected to goods as well as services. Satisfaction is highly affected by the quality of service and goods provided to the customer. Customer can only be retained if the customer is satisfied with the quality of service provided to him or her. It is normally harder and expensive to make new customer than to retain the existing one, which is much easier and cheaper (Chen and Klimoski, 2007, 180-90).

Observing Forms Of Etiquette

Existing customers are familiar to the organization, so they can be contacted easily. It is well known fact that old customers are more likely to buy from a company they are familiar with rather than from a strangers. Existing customers know more about the company's product and service, and have faith that the company will supply the correct items on the right time. If a customer is satisfied then he or she will spend thousands of pounds with the company over the year (Tharenou, 2006; Tharenou et al, 2007).

Active Listening

A satisfied customer creates a loyal customer and once a company has established a customer loyalty then it becomes one of the most important factors of sustainable and profitable growth. Customer satisfaction is achieved from customer expectations. If a customer gets what he or she expects from the company then he or she turned to be a satisfied customer. And once a customer is satisfied from a company then he or she becomes a loyal customer. In order to keep their customer loyal all companies are trying to satisfy them. Because they believe that the more you satisfy your customer the more will be your purchase and obviously the more will be you profit (Bartel, 2000, 502-24).

Defusing Anger

Brink and Berndt (2004) said that a customer who receives good quality of product and good service not only remains loyal to the company but also act as an excellent public relations device, spreading the good word and making new customers. They also said that loyal customer is always sure that he or she will get exactly the same as they expect and feel reassured that the company is reliable. These factors make it very easy for customers to buy from a known supplier than from a new company. However if a customer has a bad experience from a company then chances are there that the company will never know about it.

Empathic Communication

Customer service is a relationship between service providers and their customers. Nevertheless, from beginning of the industrial revolution to the early 1960s, the only relationship that existed was between the manager and the worker. However, in the last two decades, the relationship between managers and workers has expanded to become a triad that includes the customer as a role player in organizations' success. The change from a dyad relationship to a ...