Internal customers are any person who works for Kenable. Internal customers can also be suppliers and partners of the company, people who work with us to provide our products and services. External customers are those who do not work for the Kenable, which are buying a product/service to fulfill a need. Kenable sells cables and peripherals. The main things we Sell/provide are basic cables such as cables that can be used in the home for simple tasks, for example, HDMI cables that are used in many homes to connect TV’s to DVD and Blue ray players, Laptops and computers. We also sell other products such as Laptop accessories, Mobile accessories and also festive accessories.
The connection between customer expectations and customer satisfaction are: Customers build up expectations of Kenable based on what they have heard about the company (The reputation), by the way they are dealt with and by the overall professionalism of the company. Customers can be dissatisfied with the service or product at any point during the process but usually it is hard to rate a customer’s satisfaction until all the dealings have been complete.
If the customer is satisfied they will give us good feedback and tell people they know of the good service they received, this is how other customers build up their expectations. If people was to hear or see negative feedback they would have very low expectations from Kenable and would probably take up custom elsewhere. Organization procedures are important to good customer service because without procedures customers may not get dealt with appropriately.
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For example: It is Health and Safety Proceduree that all companies have followed fire safety, such as visible fire exits, Clear fire exits, fire extinguishers and fire assemble points. If the company does not follow this procedure then customers could end up getting harmed or not dealt with in the event of a fire. This would not result in good customer service. This could result in the company getting taken to court and/or loose a good reputation. In any customer-based organization, the customer should be the whole point of the operation, so all procedures and actions within the organization should have the aim of improving customer service.
Team work is important to good customer service because a organizations service level is only as good as its employees, If employees cannot work together and communicate then satisfaction rates will not be delivered.
For example: you if are not close with your fellow work colleagues and there is a customer service problem, you would more than likely have to deal with this on your own, and in some cases you can’t overcome the service problem without help from others. Working in a team means that you get more support and deal with situations more efficiently. Kenable offer free information and advice regarding cables and connections.
We do this as we believe this helps us stand out from other companies who do not take the time to offer their customers this information. This helps up to boost our customer service satisfaction even with customers who do not actually buy or pay for any of our services resulting in those customers coming back on a later date and buying something and this also helps us build up our reputation. The part I play in delivering customer service is, I answer all the phone calls and secure the sales with the customers, I offer free advice and information regarding our products and services and I also reply to emails and feedback from customers.
I deal with most of the admin before and after the sales and also deal with our other clients such as DPD who we employ to deliver our products. My customers are the people who ring up or email me asking for information or requesting a sale. I have many internal customers too such as our suppliers and clients and also my work colleagues. The majority of my external customers are dealt with over the phone however I also deal with customers on a face to face basis when the come in to Kenable themselves. The main characteristics of typical customer I deal with are:
Most of the customers I deal with are very loyal and have been using our services for a long time. Curious – Most of the customers I deal with are curious about new services, products and promotions we offer Grateful – Most of my customers are very grateful for the high standards of customer service they receive. I have many customers thanking me on a daily basis and many customers who leave great feedback and recommend friends and family. The main thing that impresses my customers is when I know technical details about the cables and systems that they are compatible with.
Customers are very impressed when I offer them promotions and discounts on products. It also impressed my customers when I can talk to them about their local area or sports teams, Such as Liverpool. I live close to here so I am familiar with the area and am up to date with the evens that happen here, this is because customers feel that they are receiving a more personalized customer service experience. I get some customers that get very agitated and annoyed when we do not have the product they want in stock, sometimes we have the product but the customer is requesting a large quantity that we do not have.
Customers also get very annoyed when they have had faults with products. In my organization we have: The customer service advisors are the main point of contact in relation to customers, We deal with all the orders, sales, emails, post telephone calls and queries.
Roy and Ken the managing directors occasionally deal with some of our very old and loyal customers as they have been acquainted for many years. They also have their own managerial responsibilities such as the marketing, accounts and other duties. The warehouse operatives very rarely have contact with customers as they are based in the warehouse away from the general office area, However the warehouse operatives play a very big part in the deliverance of customer service as they are responsible for ensuring a quick service.
The kind of information I need to give good customer service is: I need to have a good knowledge of the products and services we offer. I also need to know our customer service policies to ensure that I deal with customer service situations in accordance with our company guidelines. I can find information about Kenable, our products and services on the Kenable website, I can also find information about Kenable in my employee handbook and also in the office. All product and service information can be found on my computer on the T drive and also on spreadsheets as this information is always changing and adapting.
The most common customer service problems we face are: Customers having faults with their Cables and requesting refunds and/or replacements. I deal with this and I make the decisions regarding refunds, however, Roy or ken make the decisions regarding replacements. Other problems include, customers not receiving their products in time, not receiving payments due to insufficient funds and occasionally not having products in stock. Usually deal with all these problems and I do not need to tell anyone about these.
The way I behave affects my customer service experience because if I was to behave inappropriately or to say something inappropriate to a customer they would be offended and would go else ware, They would possibly make a complaint about the way I handled the situation and this would not only reflect on me but I would reflect on Kenable. Also not dealing with situations appropriately will affect my confidence when dealing with customers in the future as I will be to wary of what I say and the customers may pick up on this.
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