Customer Service Essay

HandoutIn this Session, you obligate keyed about The principles, policies and procedures of your agreement How your disposal communicates its principles to employees Your arrangements policies and economys of utilize Consultations on changes to principles, policies and procedures Issues of public fill relating to your fabrication and organisation.Principles, policies and proceduresPrinciples be the foundation of a system of beliefs within an organisation. Principles argon the philosophy of the organisation, illustrating how the organisation thinks. A policy is a definite course of action adopted by an organisation, which guides employees and helps them put principles into practice. Customer expediency policies are similar in many organisations, but some may be tailored to upheaval your organisations specific principles. A procedure is a series of steps to be followed to flop answer the telephone, deal with complaints, give refunds etc. governances tend to have their own specific procedures.Communicating principles to employeesAn organisation may communicate its principles to employees in the following waysThe recruitment processReading material convocation discussions Appraisals and feedback Improving group performancePrinciples may be worked into the recruitment process. Interviewees asked about the organisations principles. Organisation handbook and vision statement include principles. This may be the first thing new recruits learn about the organisation. Printing out principles and posting them in the office ensures they feature in every employees day. Principles could be printed on commonly used items. Hearing principles read out is more effective for some. Managers and team leaders remind employees of principles. Discussion of whether an employee adheres to principles may be part of a formal review. Company awards are used to publicise principles. Company away-days and team-building exercises are opportunities to remind employees of principl es. Team-building tasks could be centred on principles.Policies and commandments of practiceA code of practice is a set of written rules or standards outlining the responsibilities of, or proper practices for, an employee or organisation. An industry-wide code of practice is often defined by a trade association or professional body. Policies tend to be written by an organisation and based on an industry-wide code of practice. Your organisation might make you alive(predicate) of its policies or code of practice by Publishing the code of practice/policies on their website or the intranet Emailing updates to the code of practice and policies to all employees Including the code of practice and policies in the organisation handbook Basing appraisals or feedback systems around policies / code of practice Indicating the trade association/professional body who wrote the code of practice.Consultations on changeIf you are consulted on changes, your opinion is considered by those making the decision. Ways to consult employees on changes to principles, policies and procedures include Small group meetings (face-to-face or via a video conference) Questionnaire Discussion with line manager/team leader Intranet bulletins or a FAQ scallywag Email Team bulletins Monthly newsletter Letter A trade union/employee representative or staff council.How you are consulted depends on the size and structure of your organisation, employee work practices and the information being communicated. If your organisation has 50+ employees, you have the right to request an Information and Consultation arrangement.Issues of public look upIssues of public concern relating to your industry or organisation could include Product recall and customer ripety is your product/ proceeds safe and reliable? Confidentiality do you store customer information securely? Accessibility is it easy to contact your organisation/use your services? Quality is product/service equal to competitors? Responsiveness how quickly will you answer to a customer and resolve problems? Value customers do you value your customers and treat them appropriately?Finances are accounts transparent and investments ethical? Wider concerns public health, economy, environment, exploitation of workers etc. Your organisation may deal with issues of public concern by Establishing stringent testing and health and safety processes Ensuring varied and easily accessed means of communicating with the organisation Investing in public relations to communicate effectively with the public Establishing clear customer service policies, making them available to the public and ensuring that staff adhere to these policies Publishing the organisations accounts Publishing a code of practice relating to the organisations economic, ethical, environmental responsibilities etc.