customer service

Dealing with unhappy customer

In today’Internet-driven world, customers have more power than ever. A satisfied customer may share their good experience with three friends, whereas an angry customer has the potential to tell 3,000 friends in social networks and communities. And for each customer that complains, there are anywhere from tens to thousands of people that don’t complain – And they simply stop doing business with you.

Common complaints and solutions

There are a number of common complaints that customers make relating to products and services. Having procedures in place that find solutions to common complaints will help you resolve issues quickly and efficiently.

Seek outcomes that will satisfy your customers, and make sure these are feasible and affordable for your business. Remember that the cost of a short-term concession is worth preserving a long-term relationship.

The following list suggests some solutions to a number of common complaints.

Faulty product

· Investigate the fault with the manufacturer.

· Offer a replacement item or replacement model.

· Repair the product if it is under warranty.

· Consider replacing the product even if it is no longer under warranty.

· Train staff to explain warranty conditions at the time of sale and repair.

Incorrect descriptions of the product

· Train staff about the products they are selling.

· Ensure product literature is accurate.

· Investigate the product with the manufacturer.

· Make sure staff explain warranty conditions.

Poor client service

· Investigate the areas of issue.

· Train staff in customer service skills.

· Rotate staff so they can increase their knowledge of other areas.

· Encourage and support teamwork.

Slow delivery

· Investigate lead times.

· Re-prioritise delivery schedules.

· Train staff to provide more accurate delivery data to clients.

Poor response to information request

· Retrain staff in how to respond to client requests.

· Set procedures on how to respond and response time frames.

· Provide more take-home literature to customers.

Lack of communication

· Train staff in communication skills.

· Implement a documentation system (e.g. a hand-over book for shift changes).

Rude staff

· Train staff in client service skills.

· Develop and use disciplinary procedures.

· Rotate staff to more suitable duties.

· Review recruitment and selection procedures.

Uninformed staff

· Make sure staff know your products and services.

· Make more product literature available for reference.

· Encourage teamwork and support.

May 24,2018
Rajesh Kumar
Mechanical Engineer
Spit Water Australia Pty Ltd
Melbourne

Mr. Philip Smith
General Manager
Spit Water Australia Pty Ltd.

Dear Mr. Smith

I have been working in your organization for the past 2 years and have gained a lot of experience while working in your company. I have always worked hard on every project and successfully completed the same. I feel at this time that I am ready to take on more responsibility within your company. During my past 2 years I worked on some team project which enhanced my leadership and project management skills. I am confident that my time here has prepared me well for what's head. Therefore, I request to consider me for the promotion and promote me to the post Senior Project Engineer.

I assume you, if given a chance, I will prove to be an asset to the company and will take the company to greater heights. I look forward to have a favourable response from you.

Thank you
Your sincerely

signature
Rajesh Kumar

WHS in workplace

 WHS in workplace

Goal of WHS

The primary goal of Workplace Health and Safety is the prevention of injury and illness. At Navitas institute we are committed to providing and maintain a safe working environment for all staff and others (students, volunteers, contractors and visitor to the institute).

WHS responsibilities

By law everyone in the workplace has WHS responsibilities. The responsibilities of employers, supervisors and workers will be determined by the regulation of state. Your responsibilities include:

• Engaging in consultation about health and safety
• Following workplace health and safety policies, procedure and direction
• Not putting yourself or others at risk through your actions
• Managing hazards you identify appropriately

Employees responsibilities

Employees with specific teaching responsibilities must ensure that WHS is also incorporated into their teaching activities. This includes such activities as

• ensuring their work area(s) are without risk to health and safety of students
• ensuring that students are provided with and adhere to all WHS policies & safe work procedures

Student responsibilities

Students are responsible for following directions from their teachers on WHS issues, working in as safe a manner as possible; complying with company WHS policy & procedures and reporting any hazards, risks or incidents as they are identified.

Emergency Procedure

It is important that you make yourself aware of the emergency procedure by:

• Attending fire safety Training
• Know your Emergency Evacuation Team
• Understand First Aid and Medical Emergency procedures
• WHS induction guide

WHS management system

• Developing policy
• Agreeing policy
• Implementing 
• Monitoring
• Reviewing 
• Updating