Customer Service - Outcome 3

CUSTOMER

SERVICE

HOW TO PRODUCE GOOD CUSTOMER

SERVICE IN LINE WITH ORGANIZATIONAL

PROCEDURES

OUTCOME THREE

3.1

OUTCOME

The Importance of providing products
and services which are ‘fit for purpose’.

3.2

3.3

The Importance of customer and
organization confidentiality.

The limits of own authority.

STATE THE
IMPORTANCE OF
PROVIDING PRODUCTS
AND SERVICES WHICH
ARE ‘FIT FOR PURPOSE’.

3.1

Customers expect that the product
or service they buy from an
organization will produce the
benefits promised.

They also expect that the product
or service will be of the standard
promised.

Providing products and services that are "fit for purpose" means that they meet the
needs and expectations of customers for their intended use. This concept is crucial
for several reasons:

Customer Satisfaction: When products and services fulfill their intended purpose
effectively, customers are more likely to be satisfied with their purchase. This satisfaction
leads to positive experiences and builds trust in the brand.

Retention and Loyalty: Satisfied customers are more likely to become repeat
customers and loyal advocates for the brand. By consistently delivering
products and services that meet their needs, businesses can foster long-term
relationships with customers.

CONT’D

Competitive Advantage: In a competitive market, offering products and services that
are fit for purpose sets a company apart from its competitors. It demonstrates a
commitment to quality and customer-centricity, which can attract new customers and
retain existing ones.

Reduced Costs: Providing products and services that meet customer needs
the first time reduces the likelihood of returns, exchanges, and complaints. This
minimizes costs associated with handling customer issues, repairs, and
replacements.

CONT’D

Enhanced Brand Reputation: Consistently delivering on promises and providing
products and services that perform as expected enhances the brand's reputation.
Positive word-of-mouth from satisfied customers can attract new business and improve
the brand's standing in the marketplace.

Compliance and Risk Management: Ensuring that products and services are
fit for purpose also involves compliance with regulations, standards, and
industry best practices. Meeting these requirements reduces the risk of legal
issues, fines, or damage to the brand's reputation.

CONT’D

Customer Experience: Fit-for-purpose products and services contribute to a positive
customer experience. They fulfill customer needs efficiently, effectively, and reliably,
enhancing the overall satisfaction and perception of the brand.

Innovation and Continuous Improvement: By understanding and meeting
customer needs, businesses can identify opportunities for innovation and
improvement. This allows them to stay ahead of changing market trends and
evolving customer preferences.

FIT FOR PURPOSE
EXAMPLES

A mobile device that is “Fit for Purpose”
Includes:

Fast 1.

Always Connected 2.

Aestetically Pleasing 3.

Easy to Use 4.

Light 5.

Wide array of Apps 6.

FIT FOR PURPOSE
EXAMPLES

A Watch that is “Fit for Purpose” Includes:

Affordable 1.

Water resistance2.

Aesthetically Pleasing 3.

Easy to Use 4.

Light 5.

FIT FOR PURPOSE
EXAMPLES

A Nintendo WII that is “Fit for Purpose”
Includes:

Fast 1.

Always Connected 2.

Aesthetically Pleasing 3.

Easy to Use 4.

Variety of games 5.

Lovely console6.

IMPORTANCE OF
CUSTOMER AND
ORGANIZATION
CONFIDENTIALITY.

3.2

Customers have the right to personal
and transactional information being
protected and held with the highest
confidence.

Therefore staff within the
organization, and the organization
have a responsibility to keep the
customer's information with the
strictest of confidence.

WHY IS CONFIDENTIALITY
IMPORTANT?

A breach of confidentiality can lead to serious repercussions
such as identity theft, fraud, harm to one’s reputation, and
compromised privacy.

Confidentiality helps build your employees’ and clients’ trust in
your company.

High confidentiality eliminates the chance of misuse of data
and sensitive information.

Confidentiality keeps the company’s reputation intact. Clients
are more likely to work with companys that prioritize the
protection of their data.

PIECES OF INFORMATION THAT ARE CONSIDERED

CONFIDENTIAL

Date of Delivery of
customer’s orders

Customer Telephone

Number

Number on customer’s

credit card

Customer Email

Customer Fax Number

Payment Terms

Customer Records

Customer’s banking

information

Custoemer’s address

STATE THE IMPORTANCE OF

Integrity and confidentiality must be of the
highest standard

CUSTOMER AND ORGANIZATION
CONFIDENTIALITY

Be trustworthy

Be reliable

Honesty

Organizational obligation

Information

Confidential (Yes or No)

Customer credit card number

Date of delivery of customer’s order

Gender of the customer

Customer telephone number

Customer E-Mail address

Name of Salesperson

Indicate which of the following pieces of information are confidential by inputting

‘Yes’ or ‘No’ in the table below
ACTIVITY

THE LIMITS OF
OWN AUTHORITY

3.3

The limits of one's own authority" refers to the
boundaries or constraints placed on an individual's
power or control within a particular context.

Always let the customer know
what you are able to do with the
limit of your employment portfolio.

Never pretend that you can do
something that you have no
authority to do.

It is the supervisor's responsibility
to inform each service provider
what they can and cannot do for a
customer.

TWO MAIN

EMPOWERMENT OPTIONS

STRUCTURED EMPOWERMENT

Service provider is empowered to choose the best options

UNSTRUCTURED EMPOWERMENT

Service provider is given a budget that can be used at his/her discretion.

A dissatisfied customer may be offered a discount on the price of a meal

1.

Be given a voucher worth certain amount to use on his next trip to the restaurant

2.

The service provider can “pay for the meal”

1.

Offer a gift, or buy a bottle of whine as a present for the customer to take home.

2.

The thought in the employee’s mind is, “What can I do to make this right for the customer?”

1.

2.