Unit 2:Deliver Customer Service in a Business Environment
Task 1.1: Produce a report on explaining what ‘added value’ means in terms of customer service
Value-added services are additional benefits consumers can receive when they purchase a product or service. They are “add-ons” that can go a long way toward building goodwill if free or can significantly increase revenue if offered for a discounted price to customers. Knowing some common value-added services can help you improve the benefits you offer customers, and get you better deals when you purchase for your business. One of the keys to maximizing repeat sales is making sure your customers get all of the benefits from your product or service when they use it.
In addition to providing printed instructions and information on your website, offer on-site training for your large customers’ employees, or provide seminars or workshops that multiple customers can attend. Another possibility is to offer web-based seminars or video conferences. Depending on how captive your customer base is, you might be able to charge for training, but the charge should be perceived as being at a discount for it to function effectively as a value-added service.
Task 1.2: Recognize the opportunities to add value to a customer interaction
One of the most important leadership priorities in today’s uncertain economic environment (and, for that matter, in any economy) is to ensure that your customer contact center delivers maximum strategic value to your organization. That, in turn, is what will get you the support you need from colleagues across the organization. It’s what will secure adequate funding, and will facilitate the means to attract the talents required. And it will help you hurdle any notion that the operation is a cost center that merits only a minimum investment.
There is a specific mindset that has been cultivated in leading organizations: They know that providing great customer experiences is not a program, an initiative, a department, or a specific set of capabilities; it’s much more – it is a way of doing business that spans the entire organization. When customer service is seen through that lens, it underscores the responsibility and opportunity of every functional area.
The contact center’s contributions generally fall into eight areas:
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- Boosting customer satisfaction and loyalty. The contact center ensures that the organization is “easy to do business with,” which helps measurably bolster customer satisfaction and loyalty. As customers shop around, new social media channels proliferate, and competition for wallet share sharpens, this becomes more essential.
- Improving quality and innovation across the organization. By capturing a constant stream of data from individual contacts, the center can pinpoint quality problems early and capture customer input that can lead to a significant product, service, and customer-communication innovations.
- Better leveraging marketing initiatives. By tracking buying trends, capturing customer feedback, and analyzing demographic information, marketing campaigns can be focused on a better understanding of customers’ real needs and wants.
- Enabling more focused products and services. By capturing and analyzing customer comments and input, customer interaction can help the organization to design products and services that resonate with them.
- Delivering efficient services. Efficient service delivery is a fundamental role of contact centers, as they pool resources (people, processes, and technologies) in order to provide on-demand assistance efficiently and effectively.
- Encouraging the use of self-service systems. Contact centers not only provide support to customers who need help with Web, mobile, or IVR services – they also capture information that can help improve the systems themselves, and are instrumental in giving customers the encouragement and confidence to use them.
- Preventing further escalation. Think of this one in the reverse: One of the unintended consequences of simply cutting services across the board is that customers find alternative routes into the organization – ultimately burdening individuals and departments throughout with new and distracting workloads, and resulting in poor or inconsistent service.
- Contributing to additional revenue and sales. By enabling customers to reach agents who are trained in relationship building skills, the contact center can provide powerful up-selling and cross-selling opportunities……….