BSBCMM301B ebook 23032015

eBook
BSBCMM301B Process Customer Complaints
Always record and file the complaint and the solution completely and by
using organisational requirements. A document management system
should exist that is easily accessible and secure. This can be used for
future planning and for reference if a reoccurring complaint occurs.
Effective communication is a skill that is extremely important when
dealing with customers on a daily basis as it can often mean the difference
between an ok customer experience and a great experience. A customer is more
likely to communicate an exceptional experience with others than just a good
one. That being said, a bad experience will always be communicated and can
have detrimental effects on an organisation.
Interpersonal skills for customer service
Processing customer complaints is a component of customer service. In order to
provide excellent customer service, you need to be an effective communicator.
Treating a customer courteously involves a lot of little things that demonstrate
to customers that we recognise and respect them as individuals and that we
appreciate the contribution they make to the success of the organisation. You
should consider:
greeting the customer by name
smiling and maintaining eye contact
offering to assist them
asking permission before asking them questions
using their name
not interrupting them or speaking over them
respecting their privacy
being alert to any special needs that they may have
offering additional services where appropriate
thanking them for their custom
farewelling them and encouraging them to return
Companies that want to maintain a competitive edge, both now and in the
future, are realising that reactive customer interaction services must be replaced
by a more proactive approach that recognises the growing user-centricity of
consumer communications networks. Consumers are increasingly interested in
communicating with companies via new and multiple channels. A company’s
ability to respond to customer requests wherever they are and via whatever
device they are using at the time, will have an increasingly significant impact on
how effectively an organization connects with their customers.
A great deal of effort has been invested in reducing costs by removing people
from critical business processes through automation and system integration. The
fact remains that nothing is more frustrating for a customer than to have a
problem and not be able to talk in real time with someone who can solve it. If
customers are to stay loyal, customer contact operatives must be trained and
ready to seize the opportunity to satisfy the customer at the earliest
5 v1.0 23 March 2015