BSBOPS505 Manage Organisational Customer Service
Customer service is a reflection, not only on the employee but also on management and the entire organisation.
“Realise that your people will treat your customer the way they are treated.” Liz
Tahir
Do you remember when you received quality
customer service? How did you feel
4 comments
Elyse Girard
When I bought my first car, the salesman was amazing and treated me with respect, follow-up, answered my questions and completely busted the myth around sleazy car salesmen. I had such a great experience there, I went back to buy my 2nd car there – only to find the dealership had changed hands and now the focus was on upselling rather than customer service. I took my $$ elsewhere.
Michelle W
I received great customer service just yesterday – and from a call centre of all places!
Call centres are notorious for not giving great customer service. I rang yesterday with a problem with my account. The lady I spoke with was not only polite and patient, she was also friendly and warm. She gave the required information and then waited on the line to ensure I was able to make the required changes and to test the change.
I thought she was wonderful – and I thanked her for the excellent service she provided. I felt I was a wanted customer and that my experience mattered to the organisation. I also thought she went above and beyond the service she could have given as a basic standard.
Scott M
Isn’t it just such a shame that so many businesses do not embrace their people. Not recognising the benefits of employees that are engaged and firmly enjoy their time at work. Of course there has to be a balance but I firmly believe that you can have both high profit and high morale. Good customer service leaves you feeling satisfied with the transaction, content with the human to human interaction during the sale, satisfied that there is evidence staff are being treated well by the company they work for, and ultimately – motivated to return again when the need arises.
A situation in which everybody wins.
Ben Lock
I received outstanding customer service on a recent hospital visit. The staff were outstanding, caring and very patient which made my recovery much easier. Their kindness also resulted in them being treated kindly as well. This made me feel that the organisation was well managed with staff well trained and supported.