Customer Service Free Essays

Customer Service Questionnaire  (step 5 of 6) Screening Questions| Instructions This questionnaire has been designed to help us to understand whether the role of customer assistant is right for you, as well as help you to understand more about what it might be like to work for Tesco. Based on actual experiences of Tesco customer assistants, each question describes a situation that you might find yourself in while at work. You should imagine yourself as a customer assistant in each situation and select one of the three options. We will write a custom essay sample on Customer Service or any similar topic only for you Order Now The one you select is the option you would do in each of the given situations. | *Question 1 You are refilling a section of shelves in the store which you need to have completed before your break. Your manager approaches you and asks you to take your break an hour earlier as one of your colleagues needs to leave early today. Answer A:  Agree to change the time of your break and ask if a colleague can finish refilling the section. Answer B:  Tell your manager that you cannot change the time of your break as you need to finish refilling the shelves. Answer C:  Agree to change the time of your break and check with your manager that you can finish refilling the section after your break.             | | *Question 2 You have been serving at the checkout during your shift. It has been a quiet morning and the store has not had many customers. There are no customers waiting to be served at your checkout. A customer on the checkout next to you is struggling to pack their shoppin g. Answer A:  Leave your checkout and help the customer to pack their shopping. Answer B:  Find a colleague to help the customer to pack their shopping. Answer C:  Take the opportunity to have your break while there are no customers to serve. |             | | *Question 3 You are refilling shelves when you notice a customer putting products in a bag that they are carrying rather than a basket or a trolley. The customer could be intending to pay for the products at the checkout but you are unsure. Answer A:  Do not approach the customer and assume that they will pay for the items when they get to the checkout. Answer B:  Go and tell a colleague what the customer is doing and that you think they are shoplifting. Answer C:  Make the customer aware of the staff presence in the store by approaching them and asking if they would like any help.             | | *Question 4 You are just about to go on your lunch break. A customer asks you to help them with their shopping. Helping the customer will mean taking a shorter lunch break. Answer A:  Quickly tell the customer where the main products are and go on to take your lunch break. Answer B:  Help the customer with their shopping and ask your manager if the time of your lunch hour can be chang ed to later because you were helping a customer. Answer C:  Tell the customer that they should find another member of staff to help as you are about to take your lunch break. | | | Question 5 You usually work in the fruit and vegetables section but the clothing section will have a shortage of staff for three days next week. Your manager asks you to work in the Clothing section while they need the extra help. Answer A:  Spend a few hours making sure you understand the new tasks that you will be doing in the clothing section. Answer B:  Find a colleague to replace you in the clothing section as you would be uncomfortable working somewhere you have not worked before. Answer C:  Hope that you will understand the new tasks in the clothing section when you start.             | | *Question 6 Your manager asks you to cover your colleague’s work as they are off sick. You already have a full day’s work planned. Answer A:  Agree on the most important tasks for t he day with your manager. Answer B:  Finish your work first and then fit your colleague’s tasks in if you have time. Answer C:  Concentrate on the tasks that are your normal daily responsibilities. |             | | *Question 7 You are cleaning up spilt yoghurt which, if left, could be dangerous for customers. A customer asks you to help them to take their shopping to the checkout. Answer A:  Tell the customer that you cannot help them because if the spilt yoghurt is not cleaned up it could cause an accident. Answer B:  Ask the customer to wait while you find someone else to finish cleaning up the spilt yoghurt so that you can assist the customer. Answer C:  Tell the customer that you would be happy to help them with their shopping once you have finished cleaning up the spilt yoghurt. |             | | *Question 8 You have just returned from your break and are about to start refilling the sweets aisle when a customer approaches you to complain that the apples they bought tasted very bitter. Answer A:  Listen to the customer’s complaint so that you can decide on the best way to help the customer. Answer B:  Suggest that the customer goes to Customer Services as you have been asked to refill the Sweets aisle. Answer C:  Ask the customer to wait while you go to find a manager to help them. |             | | *Question 9 You have a long queue of customers waiting to be served at the checkout. While you are scanning a customer’s shopping one of the products does not scan properly. You need help to find out the product’s price but your colleagues are serving other customers. Answer A:  Apologise to the queue of customers while you alert your team leader and offer to help the customer to pack their shopping. Answer B:  Suggest that the customers in the queue may want to use another checkout while you wait for a colleague to help you. Answer C:  Suggest that the customer leaves the product if they want to be served quickly. |             | | *Question 10 The store is expecting a very busy week before a holiday season starts. Additional staff will be needed in the store so that everything still runs smoothly. Your manager says that if anyone can do any extra shifts it would be greatly appreciated. Answer A:  Wait to see if your colleagues take the extra shifts before offering to help. Answer B:  Check your diary and commit to any extra shifts where you have the time. Answer C:  Assume that the spare shifts will be taken by your colleagues who have the time. |             | | *Question 11 There are road works being done on your normal route to work for two days next week. This may delay your journey by as much as half an hour each way. Answer A:  Assume that your manager will understand as it is not your fault that you are late. Answer B:  Tell your manager in advance that as your journey will be delayed you will be arriving late for work on those two days. Answer C:  Leave for work earlier than usual to try to beat the traffic and make sure that you arrive on time. |             | | *Question 12 You are collecting stock from the back of the store to use to refill some of the shelves in your section. You notice that there is some stock missing for the third time in the past two weeks. Answer A:  Ask the last person to refill the same shelves if they know where the missing stock is. Answer B:  Talk to your team leader about the missing stock when you have a chance to do it quietly. Answer C:  Assume that the stock has been moved and continue with your task to refill the shelves. |             | | *Question 13 Your store is a busy one and there is always something that can be done. You have noticed that one of your colleagues is often in the back of the store doing nothing especially when additional help is needed on the checkout points. Answer A:  Quietly mention to your manager that you feel that your colleague has not been contributing to the team. Answer B:  Complain loudly to any other colleagues that may be nearby whenever you cannot see your colleague. Answer C:  Tell your colleague that you are annoyed that they do not help out as much as everyone else. |             | | *Question 14 You notice a customer is looking for something in the section you are working in and you offer to help. The customer is looking for barbeque utensils but these are a seasonal product and are not available at this time of year. Answer A:  Explain to the customer that seasonal products are only available for sale during certain months of the year. Answer B:  Tell the customer that if they cannot locate a product in the store then it usually means that it is out of stock. Answer C:  Tell the customer that barbeque utensils are not stocked at this time of year but offer to check the stockroom. |             | | *Question 15 A customer approaches you in the store and asks why they cannot find the product that they are looking for. The product has been discontinued and so the store cannot stock it anymore. Answer A:  Carefully explain the situation to the customer and recommend a similar product that the customer could use instead. Answer B:  Explain to the customer that the store does not stock the product anymore and that they can speak to Customer Services for more information. Answer C:  Tell the customer about another store where you think they might still be able to buy the product. |             | | *Question 16 You are working at the checkout and have a growing queue of customers to serve. As you scan a product for a customer, you notice that it has been charged at full price although you know that it is on sale. The line manager you need to correct the price is currently helping another customer with a query. Answer A:  Continue scanning the rest of the customer’s shopping as you have other customers waiting. Answer B:  Finish the sale but tell the customer that if they speak to Customer Services they can be refunded the amount that they were owed. Answer C:  Apologise to the queue of waiting customers and alert your line manager to correct the price of the product. |             | | *Question 17 You are shopping on behalf of a customer that has ordered online. One member of your team is away so you are busier than normal. You only have a short time before the order is due to be loaded in to the van. As you are about to take the order to the van a customer approaches you with a question about returning an item. Answer A:  Put the order safely to one side and walk with the customer to where the return can be made. Answer B:  Tell the customer where returns can be made and that a colleague will be able to help them. Answer C:  Tell the customer that you are not able to assist with returned items and that they should find a manager. | | How to cite Customer Service, Essay examples Customer service Free Essays Most of the people are having their vacation in a resort, they just want to relax and relieve their stress. Here in the Philippines, there are a lot of resorts; you have a lot of choices. Also here in Pangaea Angels City, we a lot have a lot of resort that can give you a relaxation. We will write a custom essay sample on Customer service or any similar topic only for you Order Now Hawaiian Palm Resort was built on December 08, 2012. Before it was a farmland and it has a fish pond, they decided to change into a resort because they want their parents to have a fruitful life in their remaining years in this world. They are still improving their resort, because their just in 2 years f managing the resort. Currently, the Hawaiian Palm Resort is using the manual system for their transaction in their reservation. First the guest needs to go to the Hawaiian Palm Resort to reserve some rooms or the function hall for specific events; the employee will give them a paper to fill-up some information. And with that, it’s up to the guest if they are going to full their payment, but they need to have a 50% down payment. If they want to cancel their reservation they cannot get the 50% down payment, for short, their no refund. The main problem in the manual system is that, if there is a lot of serration in the locale, they are lacking in the manpower, but the employee said that they can tolerate. The papers for their reservation are in the cabinet, the information is not secured and their some instances that the papers will be loss. So, the proponents proposed a website with reservation management system for the Hawaiian Palm Resort. They can attract more customers since they already have a website, and they can easily manage the reservations because it is on-line and it will lessen the manpower. Less time consuming for both employees and for the guest. II. Project Context Reservation management system is a process of booking of a room or a place for a specific occasion or vacation. By using the internet, the guest or the customer will lessen their time in going to the specific resort just to reserve a room; it is convenient for them because it will lessen their cost In transportation and less effort. Here in the Philippines, most of the hotels and resorts are using the ARMS online, because they believe that if they do that, they can attract more customers and their profit will increased. They can easily know if their customer is satisfied to their service because there is a dieback module for the customers, the customers will just site some things that they experience in the resort. Environmental Their current situation in their reservation is that, they are still using the manual system. The effect of the proposed system is that, they will less time consuming, their data will be more secured, the manpower will be lessen. And if they want to improve the system Or the website, it’s up to them; its not that hard for them to develop because they already have a current system or basis for them to get some ideas. Health and Safety For this website it is safe for customers because they will not have a hard time to go to the resort, they will just reserve online and they have less effort to pay and they can just see the appearance of the resort by just going to the website. Hassle-free for them because they will not use money, but rather using only internet. Economic Before, online reservations do not exist, people who want to reserve in the resort go directly in the place, and sometimes it’s hard for them because for instances like no reserved rooms or in some instances that the resort is not available. The cost of the project is not that too much expensive, because it has long term benefits for the company. Being able for the people to know more about the resort. Social For entertainment, this website aims to entertain the people visiting. Keeping them knowing on what is the resort looks. Visualizing them to help the people to have an idea on how the resort is ore better than others. And the website will give information about the rules and description of the rooms, so that if they go to the resort they already know the rules and know what to do. HTH cal According to the locale, they don’t have any problems regarding to the ethical issues. All their employees are honest and loyal. Keeping their loyal customer and keeping the good image Of the management. And the employees treat the customer very nicely; the employees are approachable and kind. Ill. Purpose and Description People nowadays are finding online shopping, reservation booking, banking and other activities more comfortable on the internet rather than the conventional system. It is the best time for the Hawaiian palm Resort to make their presence online to boost their business. The purpose of online serration system of Hawaiian Palm Resort is to provide the resort with a system of reservation processing where management doesn’t have to put a lot of people/employee that will handle the customers. The online system leaves it to the customers to fill the details and information required for the reservation of the resort. The web based of the online reservation system will help the resort management to post images of the resort, enlist services and prices with discounts and other offers to attract more customers. These offers and discounts can be updated in quick time to give customers the most scent discount they can avail. IV. General Objectives The Aim of this is study is to develop a Website for Hawaiian palm Resort which will promote the Resort in the World Wide Web. A Web Site that will better promote the place and will enhance the communication between them and their market through the messages delivered through the website. The website Will have a reservation module for prospect guests; this will provide them with an idea about the cost of the rooms they want to reserve. Specific Objectives: 1 . To develop a website that will promote and advertise the Hawaiian Palm Resort and its accommodations and services by incorporating the following features: a. Design of the website and its content management system. B. Information about Hawaiian Palm Resort such as its location and information about its accommodation’s classified by categories (pictures, prices, etc. ). C. Registration of reserved accommodations or services made online or placed real-time in the firm. D. Field for feedbacks or queries for the prospect customers (including suggestions and recommendations). 2. TO generate reports for the following: a. Record of the reservations placed online (approved, modified, completed, uncalled reservations) including the manually recorded reservations (transactions made at the resort). . Sales services, Billing and Payments (balance reports, payment reports, down payment reports, full payment). 3. To enable prospect customers to place reservations online. 4. To secure the privacy of the customers in terms of the required personal information on their transaction/s with the firm. 5. To help the management to retrieve needed information in a fast and reliable manner. 6. To provide an audit trail that will record logs and other activities of the users in the system. 7. To archive information/records which are no longer being used. . To provide backup and restore of the database and system thus ensuring the safe keep Of the business and clients records. 9. TO provide the customers with an official receipt/form that will serve as an entry pass on the indicated date of visit, which will given to them after completing the online transaction. V. Significance of the Study The study focuses on having a proposed online website for Hawaiian palm Resort. The researchers aim to produce a website that will be access by their guests through the use of internet. This research will be benefiting the Hawaiian palm Resort, the guest and also the future researchers. Locale This system helps the locale improved their manual system and it also has a real-time, they can easily manage a lot of reservation. It also helps the locale to expand target market, leading to increased occupancy levels. It helps them to control and oversight of their bookings. Guest This system helps the guest to reserved rooms instantly without going to the resort just to check if there’s an available rooms. It is also a time saving because it will lessen the time and the effort of the guest. They can be able to book anytime; from any,Inhere with internet access and they will get a quick response to their request. Future Researchers This study will help the future researchers to have some idea in the online reservation and how to create a website. This study will guide them if they are doing right or not, this study can be their basis in their study. VI. Scope and Delimitation This project focuses on the online reservation system of Hawaiian Palm Resort. It facilitates the reservation process of the resort. Being an online system it doesn’t required help from anyone that the employee will lessen heir work. Any person with a basic knowledge in computer can go online and book to a resort without any hindrances This study will not cover the CRM or the customer relationship management, though it has a feedback module for the customers for them to know if the customer is satisfied. The study mainly focuses on the website itself, and to the transaction that they have in their reservation management. Using web browser is the best way to view the proposed system, you can view it in mobile but some of the module will not work and it will be more difficult for the guest to reserve. It will not also cover he billing process; the locale wants to have a manual process in their billing. The following will be the features of the website Website Home Page – it has the welcome page, photo slides of what the business is offering, basic information or an advertisement, links to other pages and to the transactions and modules of the system. Accommodations – it includes rate of About Us – It will have the company or business profile, its history and other pertinent information about them which can be the staff, the management the owner Contact Us – Location Map, Business Address, E-Mail Address, Contact numbers, Fax Numbers, Other Branches (If there are any) Products and Services Offered which can be Categorized by Different Occasions, Themes or Packages with Prices Prices must be displayed but customers can be informed that price are subjected to change (so meaning there should be an back-end interface for the management to do the updates and changes) You can already include here a shopping cart that each the customer can use when making orders and reservation†¦ As products and services are added the amount will be displayed†¦ When customers goes to the shopping cart ND check-out they will be prompt to login to their account if they are an existing customer and if not to register first After registering, the payment mode will be displayed, it can be thru Papal Terms and Conditions on Payments and Reservations News and Announcements – can include any post and announcements to the public or prospective clients, promos and discounts can be announced. New collections or party packages available Frequently Asked Questions -? This area Will serve as an entry for the customers to get answers from a common query or concern of customers. How to cite Customer service, Papers Customer service Free Essays In today’s world, we are Just about everything is more convenient and accessible due to advances of technology across almost all sectors. Technology seems more efficient and advantageous in our daily living and processing things gets more easier and improves our works and do more productive in developing of our lives. Technological advances create higher profit, fast access to information, increases communication and speed up work that gives impact to everyone and for general purpose. We will write a custom essay sample on Customer service or any similar topic only for you Order Now Information technology has it big impact in our country in many aspects such as government, education especially in business. Technology allows lessening the burden of works in companies or businesses; it eliminates error and comes with paperless. Technology also increases the business productivity of our country. And simply continue to change the business status and economic with the help of technology. A business such as salon or parlor is one of the industries that engaged to technology that helps many people to beautify and deals with cosmetic treatment for men and women. The advances of technology affects a lot the economic of the Philippines and helps much in the production of the country’s businesses, tourism and government. Having a billing system is important for keeping track of bills and payments to and from customers. Computerized billing exists to handle billing matters. Regularly using of services or programs can help you keep billing records and information up- to-date. Dilating Hair and Body Salon is a salon that is established to provide a good quality of service that is related to skin health, facial aesthetic, foot care, aromatherapy, and many other services to people. Having a salon that serves those kinds of services must also generate a good quality of billing to their customers. Dilating Hair and Body Salon use a manual billing system and do not have any computer related system. They do not have an organized file of bills and took much time for them to compute the total sales per day. They also took much time billing their customers. To help the said organization in their problems, a computer based billing system is proposed to make an organized file of bills and computed total sales lily, weekly or monthly. It will help them to make their service much efficient to their customers. II. Background of the Study Dilating Hair and Body Salon were originally come from Buenaventura. Idealist’s first business name was â€Å"Dalai† from the mother of owner of the said business. And it was Just a general merchandise and a year passed they decided to have a facial clinic in the town of Boca and as the business run smoothly in the market they expand and upgrade until Dilating Hair and Body Salon were established on August 8, 2007 at San Miguel Boca, Martinique. Dilating Hair and Salon started to offer services to their customers such as regular treatment, massage, facial care, hair cuts, hair rebinding, hair relax and high end treatment. The services of Dilating Hair and Salon are affordable for their customers that make their business successful and trust them for what the services they are offering to them. As they offer the services to their regular customers that keep from visiting their salon they give discounts for their trust and for making them beautiful and serving them with quality that satisfies their customer. Regular customers are discounted ranges 1 to 10%. Dilating Hair and Body Salon become one of the successful businesses in the province but use a manual billing system. This organization aims to have a good quality of service for their customer. Their objective is to serve their customer that will satisfy them and to make their customer happy. In the manual system of billing in the said organization the customer will ask or inquire to counter’s desk for the service and ask how much each of service cost. The customer will only pay after the service. They are not giving invoices to their customers unless the customer asks for a receipt. However the organization does not have records of the customer bills and consume much time to compute the sales. They are literally using pens and papers for recording their bills and other reports that leads to inaccurate records of files. They are calculating it manually using a calculator that also leads to miscommunication. They keep their records and transactions manually that causes them to take much time and miscommunication. They have to check and compute if miscommunication happens. It affects them a lot especially when compiling the records and transactions of the total sales and bills. They are checking and computing it manually until miscommunication and error recordings are correct. Ill. Objectives of the Study General Objective: The general objective of the proposed project is to make a computerized billing system for Dilating Hair and Body Salon and to make a system that is user friendly for the organization. And to lessen the work about billings and have an organized files and reports. Specific Objectives: The following are the specific objectives of the study that will determine the deliverables. To present an accurate computation on the bill charged to the customers. To manage and secure the records on the database. To facilitate a faster transactions in billing the customers. To produce a print out on sales daily, weekly and monthly. To provide a convenient billing process. To develop a system that will help to make easier, faster and accurate billing process and to provide quality of service in terms of billing. To make the customers worry- free for their bills. IV. Scope and Limitation The proposed system will have a customer’s interface which primary purpose is to show the customer’s bills to pay or the price of the service the customer want to by entering the code of the product by the cashier. The management’s interface will have the log in which will provide the security of the billing system. Its primary purpose is to allow the management to manage their services/prices and for the daily and weekly/monthly and reports in the database of the system. The cashier will have an interface that consists of prices and services and responsible for billing the customers. The customer with discount will have another interface which will contain the client’s ID which will provide by the management and the customers primary information. The proposed system can update, delete, edit, record and add the product/service and prices. And print reports and invoices. The proposed system will generate daily sales report, billing report and monthly customer report. However it will Just only cover the billing of the customers and the generating reports for sales and billing report of customers. It will delimit in billing using credit cards because it s not reliable to pay through credit cards. The proposed system will also limit only to customer-billing transaction. The inventory is not included in the proposed system because it will only focus in billing the customer and making total sales report. Ooh V. Significance of the Study This study and the proposed project will benefited the people engaged in this project. Management: The management of the organization will be benefited because they will have an accurate files and less manpower. It will give them also a productive result and time saving process. Cashier or the Counter’s Personnel: It will benefit them a lot because it will make to lessen the work. It will provide an accurate and reliable of records and make works easier and faster in billing the customers. Customers: They will be benefit by giving accurate price and bills and worry-free. Proponent: The proponent will be benefited by enhancing and improving the information systems skills in analyzing and designing a program of the system. Future Developers: They will benefit them by giving chance to make the system for more improvements and add more features or functions. How to cite Customer service, Papers Customer service Free Essays Please email me for any questions. Thankful for your patience and support. A) B) For this assignment, my audience is the company’s staff. We will write a custom essay sample on Customer service or any similar topic only for you Order Now These people are my subordinates and run the company that I’m In charge of, furthermore, they make sure company affairs are settled and there are no unresolved disputes. I have addressed my audience with a professional approach, I keep them updated by addressing the specific problems the company is facing and giving them updates on the company’s endeavors. Gala Franco, CEO SRAM 400 W. Matt-I SST. Phoenix, AZ 85284 Luscious Leadership at Law 8213 S. Court way Phoenix, AZ 85206 Dear Luscious, I’d like to express my sincere apologies for the detriments our company’s product has caused your client. Unfortunately, it is not feasible to release the chemical composition of the â€Å"Beetle rum† product. Once again, on behalf of the company I apologize for your clients hardships and we are hopeful that they will recuperate soon. For additional questions please feel free to contact me at Jsmith@snm. Co Best Regards, John Smith, Customer Service Rep. B) For this assignment, my audience is a particular client who has endured hardships due to a defective product of the company. The client I am addressing wishes to know the chemical composition of the product our company sold him. In knowing the products formula he may use information against the company result in a potentially greater problem. I have adapted this particular message to include bluff in order for the party to experience approach, however I still reject his request. John Smith 1234 E. Arizona Eave. Phoenix, Arizona 85018 April 7, 2014 Charlie Chafing Cchaflg@victim. Com Subject: Refund Notice of Action Charlie Chafing; I have reviewed your request for a refund due to hardships you have faced with our product. After taking your case into consideration, I’d like to inform you that your request for a refund has been approved. Sum will be reimbursing you with a total amount of $389. 78 (the cost of the two cases of Beetle Rum). On behalf of Sum I’d like to express our sincere apologies for the mischief you have undergone and we are hopeful for your speedy recovery. For any questions feel free to contact me at Jsmith@snm. Co Sincerely, B) The audience I am addressing in this scenario is a client and victim of the company’s product. The customer has endured hardships because of the product and therefore has requested a refund for the purchase amount of the items he purchased. The client knows that the product is defective in some way but is not trying to create an argument; he is only demanding a refund. The method I implemented to address the client is very professional and apologetic. How to cite Customer service, Papers