Customer service and legislation

1 Customer service Level 3 1 Customer service AND legislation Unit 1: Customer service and legislation Customer service Level 3 2 Contents Introduction .. 3 Policies and procedures .. 4 Feedback systems .. 4 Complaints procedure .. 5 service standards .. 6 Specific duty service standard .. 7 Ethics and morals .. 7 People in authority .. 9 How legislation relates to Customer service .. 10 Health and Safety legislation .. 10 Putting health and safety into practice .. 11 Data protection .. 12 The data protection act .. 12 Why is it important to protect data? .. 13 Consumer protection .. 14 Satisfactory quality .. 15 As described by the seller.

2 15 Fit for purpose .. 15 Equal opportunities legislation .. 16 The Equality Act 2010 .. 16 Disabilities .. 17 Unit summary .. 18 Customer service Level 3 3 Introduction Customer service is an incredibly important aspect of any business and it is important to be able to work closely with different customers to provide a good service . In order to do this you will first need to understand exactly what Customer service is and what providing this service entails. This unit will cover the general idea of Customer service and how employees can work within rules and regulations to provide client care. These rules and regulations change between various industries and will differ from time to time and it is important that you can understand how your service influence a company s relations with clients.

3 Customer service Level 3 4 Policies and procedures Procedures and policies let employees and customers know what to expect from one another. They relate to various different people and let them know what they must do, how they must do it and the structure of their relationship with others. Timescales and quality may also be included in policies to ensure that the way in which people are dealt with is fair and prompt. Customer service procedures may include: f) Complaints procedures f) Dress codes f) Conduct and behaviour f) Administration, for example how to handle complaints f) Technological, such as how to handle machinery Some of the most important procedures in place that are closely related to Customer service are complaints procedures, feedback systems and service standards.

4 These set out rules and regulations which employees must abide by in order to provide a good Customer service in the eyes of the company. Feedback systems A feedback system is a process which must be followed that ensures a Customer has been asked about their experience. It is very important to listen to customers and what they say so that the company knows if they have performed to their standards. This can be formal or informal and is basically used for the company to ask questions about how the service or product was received. Good feedback systems incorporate both formal and informal information as well as verbal and written.

5 This information is then reviewed periodically to check that the standards of the company when dealing with a particular Customer was up to scratch. It is imperative that these comments are taken very seriously as a Customer who is unhappy should be dealt with swiftly to rectify the situation. Whether a comment if a formal complaint in writing or a passing remark, it should always be noted and passed on to the relevant authorities to deal with. This feedback may be negative or positive and is very useful for any organisation to examine the way that they work and identify areas for improvement. A strong feedback system encourages improvement within any industry and will be of great benefit to a business.

6 Customer service Level 3 5 Complaints procedure Every organisation needs a clear complaints procedure in place so that customers can express any negative things that they encountered. This procedure will include specific tasks that need to be completed at certain times, for example, when refunds are to be given or any specific things that need to be done when someone complains. Most organisations actively encourage their customers to give feedback at all times and give out forms for people to complete. It is important to not get too disheartened if some bad comments are made and to ask the person to fill in a complaints form to formalise their view and give the company information that they can work with.

7 Once a formal complaint has been lodged, the company can follow the complaints procedure in place and deal with this as swiftly as possible. Complaints do not necessarily have to be from clients and could instead be from employees, other service providers and manufacturers. Most companies specifically tell the person what they must do to lodge a complaint and this is a very open and fair way of dealing with any problems. This can be explained on paper, over the phone or with a complaints page on a website and typically answers queries about: f) How the complaints procedure works f) If there are any third parties that can be notified f) When the company will respond to complaints and how f) What happens next f) If there are any other tasks which must be completed to lodge a complaint or request a refund Nobody likes complaints and they are not the best task to complete in any job role.

8 However, it is important to remember that a clear complaints procedure that is worked through swiftly with the Customer is the best way to make sure the situation is remedied quickly. A record of the entire process is usually kept by the company also, to show they acted according to their complaints procedure. If a company you work for does not have any complaints procedures in place then it is important to ask questions of management about what to do if someone is not happy. They should be able to tell you: f) If you are able to deal with a complaint on your own f) If not, then who the complaint should be referred to f) When compensation or refunds are to be made and how to do this f) What records need to be kept about the complaint Customer service Level 3 6 The way in which a complaint is dealt with will depend on the mediums that are in place.

9 Someone who is on the phone may wish to complain, in which case you must fill in a complaints form yourself as a record, or they may complain in person so will be asked to fill in the form for themselves. On the next page is an example of a complaints form that can be used in a variety of different companies and can be completed by the Customer or a member of staff. service standards Most organisations have clear service standards which employees must adhere to at all times. These are rules which tell staff how to behave, conduct themselves and the service that should be given to clients and customers. This can involve your phone manner, how you speak to other employees and communicate in other ways such as through emails and letters.

10 Customer service Level 3 7 Usually service standards will be quite specific to the industry in which you work but pretty much all standards include the following: Specific duty service standard Face to face meetings Always be presentable and well dressed Ensure you are polite and courteous Make eye contact and ensure that you are respectful Use the Customer s name Answer all questions honestly and allow for conversation with all parties involved Telephones Answer all calls promptly- at least within 60 seconds Return any missed calls within 1 working day Be courteous and use a clear phone voice Ask for clarification of any figures with an email Emails and letters Use appropriate language and punctuation Do not use slang or informal writing