CMI 317 Supporting The Delivery Of Customer Service Assignment Help UK

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CMI 317 Task 1: Understand the features and benefits of good customer service

Being able to understand what good customer service is all about and the various benefits it provides helps you know where to improve. 

AC 1.1 Explain the features of good customer service.

The qualities of good customer service are as follows:

• Accessibility: The company should be easy for the customers to reach them in case they need to get in contact for any reason. This could be through phone, email, social media, and many other methods.
• Quickness: The response time that the company takes to provide the necessary attention to the customers should not be too long. Inquiries and issues should be resolved at an early date.
• Efficiency: A customer should never be forced to repeat the same query or problems to several people in the organization. There must be a system that ensures that all information receives direct relay to the right person.
• Knowledge: The employees working in customer care service are supposed to be conversant with the products and services available in an organization. They should answer any question that may arise in the mind of the client.
• Friendly: They should be people-friendly when dealing at the desk so that customers can feel at ease.
• Helpful: The persons who actually deal with customer care must be helpful as well. They can take extra time to help customers. They might need additional information or a step-by-step elaboration on the options.

AC 1.2 Discuss the benefits to the organization of delivering a good customer experience.

There are several benefits of delivering good customer experience to an organization. For one, it shows higher customer satisfaction, which influences loyalty and repeat business. Additionally, satisfied customers provide word-of-mouth marketing as they can often refer the brand to other people. Further to that, a greater emphasis on customer experience might drive the customer churn down; this keeps the clients for longer. It can even enhance the reputation of the company. This would lead to having an edge in competition and perhaps increasing profitability.

CMI 317 Task 2: Understand factors that influence customer needs and expectations

Importantly, it should be well-known what drives the customer’s needs and expectations so you can tailor the service you are offering according to their needs.

AC 2.1 Identify the different types of customers served by an organization.

The organizations commonly serve diverse kinds of customers. Some of them include:

• Internal Customers: These are employees or departments within the organization, for example, requiring each other’s service or goods.
• External Customers: It is the outside individuals or firms that buy, or consume the company’s products or services.
• Business-to-Business Customers: In this respect, it refers to other businesses buying a good or service as part of their operational activities.
• Business-to-Consumer Customers: In this case, it is individual consumers buying goods or services for direct consumption.
• Stakeholders: The stakeholders want the success of the organization such as investors, partners, or suppliers.

AC 2.2 Outline the factors which influence the needs and expectations of customers.

 Some of the influencing factors on customer needs and expectations include:

• Demographic: Factors that determine customer preferences and expectations include age, gender, income, and educational background.
• Culture: Customers’ values and culture do affect what they value to pursue and what they expect from different products or services.
• Previous Experience: Customers’ expectations will always arise from previous contact with the organization or even other providers of comparable products.
• Market Trends: Market trends, especially the ones that have been perceived as either the “benefit of the future” or the “advantage of the future,” influence customers’ desires and raise their expectations.
• Competition: In some cases, the availability of choices compels a customer to be more demanding in terms of better quality, favorable prices, and effective service.
• Personal Preferences: The lifestyle and taste of a customer also force him to demand the product or service.

CMI 317 Task 3: Understand the legal and organizational requirements that influence customer service delivery.

Understanding the legal and organizational requirements that drive the aspect of customer service delivery is important because this will ensure that you provide a service meeting all the necessary requirements.

AC 3.1 Summarise legal requirements which impact the delivery of customer service.

Several key legal requirements influence the delivery of customer service as part of business operations, usually to ensure that businesses operate fairly and protect the rights of customers. Some of them include:

• Consumer Protection Laws: This type of law protects the consumer against fraud, defective goods, and deceitful services. The Federal Law No. 15 of 2020 forms the UK’s Consumer Protection Law, which explains business obligations concerning the right of consumers to truthful information about products and their safety in use or exchange with a refund if they are damaged.
• Data Protection: UK’s General Data Protection Regulation and similar legislation worldwide ensure data security. Indeed, companies must first and foremost seek consent before any collection, storage, or use of personal information and guard it against unauthorized access.
• Health and Safety Regulations: Businesses will have to comply with health and safety standards for the delivery of services at stores and outlets to be able to ensure customer safety. Failure in such areas may lead to legal liability in the event of accidents or injuries arising from a company’s poor implementation of health and safety standards.
• Anti-Discrimination Laws: Companies will have to ensure that it is accessible to all customers without discrimination of race, gender, or disability among others. In many countries, there are laws calling upon businesses to make reasonable accommodations for persons with disabilities in the delivery of services.
• Contracts and Terms of Service: The corporations have to make clear the terms and conditions that apply to their services. The contracts need to be clear, spelling out customer rights, service level, and responsibilities, so hence both parties know what to expect.

AC 3.2 Outline the scope of organizational customer service standards, policies, and procedures.

Organizations will naturally vary in the scope of organizational customer service standards, policies, and procedures. However, there are general elements that most firms have incorporated into it. 

Code of conduct: It stipulates to the employees how they should behave while attending to customers.

A complaint procedure: It explains how customers can raise a complaint and how the organization will deal with it.

A customer service charter: It represents the standards of customer service promised by an organization.

These are some things that may appear in the service standards, policies, and procedures of an organization to its customers.

AC 3.3 Explain the consequences of failing to apply standards and legal requirements in customer service delivery.

If an organization does not implement the norms and statutory provisions in the provision of customer service, it is met with a significant number of repercussions including.

• Fines: The governing authorities might penalize an organization in case it commits a crime.
• Claims for compensation: If the customers feel they are not being properly served then they can file a claim for compensation against the organization.
• Damages to the reputation: When a company fails to meet the expectations of the customers, the reputation will be damaged.

These are some of the effects on an organization if the standards and legal requirements regarding the delivery of customer service are not applied.

CMI 317 Task 4: Know how to deliver a good customer experience.

It pays to know how to deliver a good customer experience since this is what will bring customers back.

AC 4.1 Outline the key features of the customer journey.

The customer journey refers to the entire experience a customer undergoes when dealing with a company, starting from becoming aware of the product or service to eventually needing post-purchase support. Important characteristics of the customer journey include:

Awareness- This stage comes first when a customer becomes aware of a product or service through marketing efforts, word of mouth, or other channels.

Consideration: The customer compares or evaluates the product or service with options, conducting research to reach an informed decision.

Purchase: The stage at which the customer decides to buy and completes the transaction either online or by going to the shop.

Experience: At this stage, after purchase, the customer uses the product or service and evaluates the value and performance that it has provided.

Support: If they have a problem or need an answer to something related to a product or service, they are seeking support now.

Loyalty: Given the overall experience was positive, the customer is more likely to continue to utilize the brand, make repeat purchases, and refer others, making it more likely to last.

All of these stages define and shape customer satisfaction and business success.

AC 4.2 Discuss the benefits of understanding the customer journey.

It multiplies the benefits it will bring to businesses. The organization will be able to identify pain points and optimize touchpoints to ultimately make the overall customer experience better. Identifying the customer journey will help businesses better tailor their marketing strategies according to the needs and preferences of the customers, which will increase engagement and conversion rates. 

Understanding the customer journey will also create stronger customer relationships because companies will now be able to anticipate customer concerns and respond instantly. Finally, a well-designed customer journey helps to enhance customer satisfaction and loyalty as well as retain and secure them in the long run.

AC 4.3 Identify methods to support teams and individuals to deliver a good customer experience.

It is very obvious that delivering a good customer experience will go a long way in ensuring success in business. Other than repeat customers and word-of-mouth marketing, it entails brand loyalty. There are different ways of supporting teams and persons in making sure they deliver good customer experience.

• One is to have clear expectations and guidelines. Service representatives must know what standards are expected of your company and what is expected of them when it comes to providing service.
• Training and development are also fundamental in supporting teams. This encompasses online courses and hands-on workshop training, among others.
• By granting the employees the appropriate skills, you will be equipping the employees to deliver a good customer experience.
• Finally, feedback and coaching should be provided. Feedback will act as a channel for indicating those areas where improvement is necessary, while coaching will offer an opportunity for employees to make changes that positively affect the customer experience.

By following these steps, you can ensure that your team is well-equipped to deliver a great customer experience.

AC 4.4 Explain the methods used by organizations to communicate with customers.

Organizations use one method after another in communicating to customers. The most common are through advertising, word-of-mouth, and customer service.

• Advertising is a paid form of communication in which a business communicates its products or services. There are so many kinds of advertisements, some being: TV commercials, print ads, or online banner ads.
• One free form of communication is word-of-mouth when customers tell their friends and family about a product or service. It can be negative or positive, so businesses should provide good customer experiences to encourage them to say good things.
• Yet another way that businesses communicate to their customers is by use of customer service. It is done with the objective of answering a customer’s questions, responding to his concerns and complaints about the business, or any other kind of support needed.

Businesses should use a mix of these methods to reach their customers; doing so allows them to ensure that the message will reach all their clients loud and clear.

AC 4.5 Identify methods for gathering customer feedback.

There are many ways by which the business can collect customer feedback.

• The most common ways include using surveys. The survey may be administered either in person or online.
• Another method is running focus groups. This could be a way to collect a group of customers and discuss some product or service with them. This procedure helps to obtain detailed and honest feedback.
• Another method of soliciting customers’ opinions is through one-on-one interviews. This allows business organizations the opportunity to gather individualized customer feedback.
• Thirdly, through social media, businesses can gain customer feedback. This can be through monitoring the comments and reviews or by conducting social media surveys.

Through this combination of the aforementioned methods, businesses can have a real panoramic view of the customers’ emotions about their products or services.