Customer Care Policy and Feedback Collection

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List basic principles associated with good customer care

Speed
Accuracy
Transparency
Friendliness
Efficiency
Accuracy
Empowerment

Outline a company’s customer care policy

The policy should emphasize a commitment to ensuring the best service or product provided to each customer. This includes respectful and clear communication guidelines. Usually, there is a dedication to exceed expectations and industry standards.

Explain the benefits of an organization having customer service standards

Standards help an organization to evaluate its practices and determine if there are changes that need to be made to increase customer satisfaction and return. With set standards in place, there are expectations that are established for both customers and employees that set the tone for any organizational operations.

Outline common barriers to good customer care

Lack of passion in company culture for customer care
Inadequate training and limited incentive to assist
Lack of accountability and lines of communication
Limited autonomy and inadequate staffing

Describe examples of good practice in customer care

A company can practice a “customer first” approach in all its aspects, from sales to communication. For example, some common situations include a customer attempting to return a product past the established deadline or complaints about service even if it was done to appropriate standards. Either way, the company should be considerate and offer customer incentive to come back. As long as it is not costly, a company may choose to overlook policy, redo the service, or offer discounts for future use.

Describe the difference between internal and external customers

External customers are people purchasing the services and products of the company but are not involved in the organization. An internal customer is a member of the staff or is somehow associated with the company that participates in the company operates through official job duties (Joseph).

Identify the needs and expectations of a customer

The customer expects to receive a high-quality product or service for which they have paid for promptly. Customers are making a financial decision and rely on the company to aid in the process by providing accurate information. Through any contact with an organization, a customer desires to feel welcome and comfortable in communication to express any requests.

Explain why it is important to meet or exceed customer expectations

Customer service helps establish customer relationships and satisfaction. This is necessary to encourage customers to return to the company and recommend it to others which is beneficial from a business perspective. Even if there are concerns from the customer, a company values each customer and works to resolve any issues. Therefore, the company’s reputation is established which is priceless in customer acquisition.

Explain how to effectively deal with complaints in your own area of responsibility

If a company is responsible based on the customer complaint, it is critical to admit the mistake early on and accept full responsibility. The customer should be apologized to and offered a variety of ways that a company can fix the mistake. Most customers are aware that problems may occur due to human error. Therefore, that sort of concern will be understood if a company takes a proper responsible approach. The critical point in such situations is not to drive the customer away from doing repeat business (Kerpen).

Describe how to deal with difficult customer(s) behavior

It is critical to allow the customer to communicate and express their feelings. During emotional confrontations, it may be helpful to practice patience, control, and genuine care for the customer. One should listen to the problem and attempt to understand the customer’s perspective. After evaluation, the issue should be fixed or improved if there is an opportunity to do so (Leinbach-Reyhle).

Explain the importance of customer feedback

Customer feedback helps in improving a business’ performance. This is so since the customer indicated what they liked and did not like about a product or service. Therefore, it gives a clue to the customer’s likes and dislikes. Next is that it shows customers that their opinion matters. Moreover, it helps a business learn market trends.

Describe different methods of collecting formal and informal feedback from customers

Informal feedback can be collected through direct communication with customers. This may be through on-site conversation, customer service telephone calls, or suggestion boxes. This allows gauging more personal and emotional feedback useful for small businesses or organizations working directly with people. Formal feedback is usually collected through specially developed surveys and questionnaires, often done online. It allows collecting more structured data points that can be analyzed (Hill).

Explain how to interpret feedback from customers

When analyzed, customer feedback, both formal and informal usually begins to follow certain trends. Quantitative research surveys help provide distinct data points that can be grouped based on responses or type of question. Similar trends emerge when reading qualitative comments or responses. By grouping the responses, there is a more comprehensive overview of the pattern of feedback which highlights certain aspects of the company that needs to be addressed.

Describe how to improve customer satisfaction

It can be improved by directly addressing issues that are evident from feedback. Strategies should be made on the improvements, and these can be directly communicated to customers. A company should be able to understand the customer needs, which can be accomplished by using focus groups, customer hotlines, and mystery shoppers. A customer base seeing that a company is trying to improve is more likely to be satisfied in the future (Kaufman).

Outline implications of the Data Protection Act for collecting, storing, and using customer feedback

The Data Protection Act is focused on the protection of personal customer information. This means any potential data that can be used to identify the customer, including their location or contact details. Therefore, the application of this law depends on how the business chooses to collect feedback, anonymously or not. If a company does collect personal information, this fact must be registered, and all data should be treated in accordance with the law during its collection, storage, and processing (Platt).

Works Cited

Hill, Brian. “Methods for Collecting Customer Feedback” Chron, n.d. Web.

Joseph, Chris. “What is an Internal Customer & an External Customer?” Chron, n.d. Web.

Kaufman, Ron. “8 Ways to Improve Customer Satisfaction” Inc, n.d. Web.

Kerpen, Dave. “Customers Complain. Here Are 5 Rules to Help Your Employees Deal with It” Inc. 2014. Web.

Leinbach-Reyhle, Nicole. “3 Tips to Deal with Difficult Customers” Forbes. 2013. Web.

Platt, Ryan. “Data Protection Act: How Can Your Business Comply with the Law?” Startups, n.d. Web.

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