Telecom Gold Coast

 WAYS TO IMPROVE CUSTOMER SERVICE

Customer service is one of the most important aspects of Telecom Gold Coasts business as it reflects directly onto the reputation of our company. When talking to customers, we as employers need to consider the following:

* Greet the customer and introduce yourself to them in a positive manner.

e.g. Hello, welcome to Telecom Gold Coast. My name is Y/N (your name). 

* Be open to customers by showing them that you are willing to satisfy their needs. 

* When necessary, ask open questions for a detailed response from the customer.

e.g. How may I help you today? 

* If you get a negative response give the customer time to vent. Listen to their concerns. Take notes and let them know that you are sorry that they have had a negative experience.

* Make sure you know who you are talking to by asking for their name. It is good to use the customer or client’s name before or after the sentence, from time to time during your conversation.

* Be assertive by understanding the customers’ needs.

e.g. Suggest some ways in which you can help them but consider the situation they are in.

1. *Be a good listener, don’t interrupt them. This is vital because this shows the customer that you are there to help them.
   

   
   

2. *Tell the customer about how your services will benefit them so that they are well-informed. If they are aware, you will have a higher chance of gaining business from them. But do not force or pressure the customer into buying your services/products.
   

1. *If you can not assist the customer refer them on to an appropriate supervisor who can.
   

   
   

2. * Follow up with complaints and make sure the matter has been rectified.
   

   
   

WAYS TO IMPROVE DEALING WITH CUSTOMER COMPLAINTS

 Everyday whilst at work, you will experience different types of customers. Some will be calmer to communicate with though some can get upset or annoyed very easily. It will benefit you and your co-workers if you approach customers in a suitable manner, whatever the situation. Below are some excellent ways to contribute to the improvement of the business, Telecom Gold Coast:

·      There are two types of listening and it is important that we differentiate between them so that we know when it is necessary to use each of the skills. Active listening should be used in order to understand and focus on    the customer’s needs without getting side-tracked, especially if they are the type who gets easily impatient. Reflective listening should be partially used so that you can try and understand the customer’s wants before clarifying anything. If this is the case, you as an employee won’t interrupt the customer while they are speaking and therefore will help them to stay calmer.

·      When customers make complaints, take it as constructive criticism as you may learn something from it to improve the customer service in future. It is very important to not take it personally and so do not argue with them as this can greatly affect the whole business. In fact, show them that you are very grateful for them telling you what they were not satisfied about.

 To sum up, understand what you are obliged to do as an employee of the business to try and avoid complaints.