CMI 2007V1 Providing Customer Service Assignment in UK

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CMI 2007V1 Assignment Task 1: Be able to identify the team’s customers and the level of service required 

1.1 Describe the team’s internal and external customers

Any team has both internal customers and external customers. Internal customers are those people within the organization who depend on each other to get their work done. For example, members of the team depend on other departments and themselves for information and support. On the other hand, external customers are those customers whom one is not affiliated with. An example could be clients or customers who purchase products or services outside the organization. This team will be expecting wonderful service and quality from the group. Both internal and external customers need to be well understood to help the team work in a better way, in turn fulfilling their customers’ requirements.

1.2 Identify the required level of service to be provided to the customers

The service level to the customers, therefore, depends on the specific needs and expectations of every customer. For internal customers that is, team members and other departments’ service should be timely and collaborative. That means responding promptly, sharing information openly, and offering support when they need it. Good communication and teamwork ensure people can do their work.

For the customers of the outside, this service should be friendly, professional, and attentive. This includes warmly greeting the customers, listening attentively to what they have to say, giving correct information, and quickly getting things sorted out. Understand what the customers want and go out of your way to do it for them.

A team that consistently delivers quality service to both internal and external customers builds strong relationships, creates loyalty, and improves overall satisfaction, thereby better performance and success.

1.3 Describe the role of the team leader in providing the service to the customer 

The team leader assists the customers. They first set clear goals and expectations for the team so that everyone is aware of what good customer service is. The team leader trains and supports members of the team to become skilled in their areas of assisting the customer. Further, they watch the performance by the team and will give them feedback on improvement.

The leader also becomes a line of contact between the teams and customers in case there is an issue or concern, which is then clarified to the appropriate party. Such encouragement of open communication and proper team setting supports the culture of good customer care, where the leader ensures, better than anybody else, that the needs of customers are attended to.

CMI 2007V1 Assignment Task 2 Be able to identify and resolve customer service issues 

2.1 Identify the organisation’s procedures for resolving customer service issues 

An organization normally has a well-established process regarding customer service complaints. In the first place, a customer would raise his or her complaints by calling the customer service team, emailing them or through an online form. From there, the customer service team collects information related to the complaint so as to establish what went wrong.

The response of the customer service representative would be working towards a resolution of the matter, usually by seeking a solution suitable to the customer. If not resolved successfully it could be passed on to a supervisor or manager for further support.

The organization often follows up after the concern is resolved with the customer to ensure that they are satisfied with the solution. All the procedures can work towards creating service quality and means that the customer continues to trust. All these procedures focus on how one can effectively and efficiently fix issues with customers.

2.2 Describe the team leader’s level of authority in resolving customer service issues 

Important details outlining the team leader’s degree of power in handling customer service complaints:

Decision-Making Authority: They have direct decision-making authority on common customer service issues and can often resolve issues on the spot.

Escalation Rights: If the issue is more than they can handle or someone else should settle, they must be empowered to escalate the issue to higher management for further resolution.

Policy Enforcement: They enforce corporate policies and procedures in handling customer complaints so that solutions to these complaints conform to the organizational standards.

Empowerment of Team Members: A team leader is able to empower the members of the team, and let them know what can be done in resolving an issue so that they can confidently assist a customer.

Providing Feedback: They can give feedback to the team member regarding his performance in handling customer service-related issues and guide him how to improve.

2.3 Identify methods of communicating with customers to resolve customer service issues 

Companies employ various forms of communication to address complaints about customer services, including real-time response by phone, documentary proof in the form of emails, and instant answers through live chats on websites. Social media channels also provide means through which customers can seek help via public or private posts. Further, complicated issues can be tackled better face-to-face and require clear communication. An online form ensures that the company can collect information which could be required at some point. With these, it can be able to come out with solutions to customer service complaints as well as improve customer satisfaction.

2.4 Describe sources of support available to the team leader in resolving customer service issues 

These are some supports of a team leader in providing customer service issues:

Management: When really problematic, higher up to the management or supervisor can be requested for more authority and resources for difficult problems.

Customer Service Policies: Written guidelines and policies can provide some framework in helping the team leader handle issues arising from customers in a fair and consistent manner.

Training Programs: The training sessions never end. Team leaders progress further in the details of customer service techniques to have more alternatives to arrive at a correct solution to a problem.

Colleagues: Team leaders engage and share experiences with fellow team members to map strategies to tackle similar issues and learn from their innovative solutions.

Customer Feedback: Customer feedback opens avenues to understand repetitive issues; thus, it further helps the team leaders to improve in developing solutions.

Access to IT or technical support teams may result in helping to solve problems related to the system or software that would automatically influence customer service.