You are on page 1of 15

PORTFOLIO FOR CUSTOMER CARE & QUALITY MANAGEMNT ODL MODULE

Prepared by : Ramjunum Randhirsingh

for Supervising Officer (Ministry/Dept) ..MAURITIUS COLLEGE OF THE AIR Division of Distance Education PORTFOLIO ASSESSMENT FORM (to be filled in triplicate) To be completed by the participant Course Title Name of participant Department/Minis CUSTOMER CARE AND QUALITY MANAGEMENT Ramjunum Randhirsingh Women’s Right. Child Development & Family Welfare try Name of Tutor OBSERVATIONS/SUGGESTIONS BY PARTICIPANT (Please attach additional sheets if necessary) TUTOR’S COMMENTS/SUGGESTIONS (Please attach additional sheets if necessary) Part A Part B Part C Part D Signature of Tutor:………………………………………. REMARKS (meant for participant) …………………………………………………………………….

Table of contents CHAPTER PAGE NUMER .

COVER NOTE .

This is why customer service excellence is important in an organisation. And it is our duty as civil servants to deliver quantity and quality service. questionnaires. . They have many expectations on us and it is our responsibility to serve them. we may receive customers who are illiterate or have a physical handicap. Anyone and everyone with whom we interact on our job is our customer such that there are both internal and external customers. If we lose our customers we lose the reason for our existence which may lead to closure. each requiring different approach. a Ministry or a Department. different skills and a different service. The Government of the day is the one that the people of the country have voted for and it is not surprising that the role of the Government is to work in the best interest of the people. We are civil servants and we are here to serve the people.SECTION THREE.SUMMARY OF LEARNING PROCESS What have you learnt and what are your reflections? Customers are the essence of the existence of any organisation. Thus the people are our customers. This is why we must continually improve on our services. solve their problems and advise them to the best of my capacity. They are very delighted and happy with the way I deal with them. We must have a customer service plan. And a service can be described as providing help or support. Their needs and wants are changing. We must not forget that we are living in a very competitive world. By definition. I don’t take much time to do my work like before. a private company. We can also have a customer citizens charter to keep our customers informed on their rights and the services which are being offered to them. I am giving them proper respect. our colleagues and even we can be customers. Now I listen to my customers attentively and try to help them. Customers are also changing. Time is changing. a customer can be referred to anyone who receives a good or a service from someone else. Each customer is different. We must also try to know our customers and their needs to be able to satisfy their needs. And we must continue to monitor and maintain our good service. What have you put into practice and how? I have learnt how to deal with my internal and external customers. I act in such a way to give them the impression that they are important to the organisation which is the Ministry of Women’s Rights. So we must have different skills and competencies to deal with them appropriately. surveys and suggestion box.CD & FW. This can be done by the use of opinion polls. For example. Only then we will be able to deliver customer service excellence and build effective customer relationships. be it in the public sector or in the private sector. Our customers can be the general public.

Every customer ( internal and external ) are the same for me. I have made my office become a good and conducive working environment. I do it with respect and love. I treat every customer in the same way. letters. I also need to know how to write better minutes. What else do you need to learn? I need to learn more on communication skills. I want to know how to communicate with different class of people. I do not feel any obligation to perform my duties. . I also try to give true and reliable information to my customers. memorandum etc. I keep my office clean and tidy.What changes have you brought about? I have changed the way I work. I try to reduce wastage of time and other resources.

how your job supports this mission your boundaries organisation policies & procedures Customer friendly attitude & behaviour Greeting customers Concern for customers’ needs Handling customer service problems Handling requests Handling angry customers SCORE Precourse 3 3 3 3 3 2 3 3 3 3 3 3 3 3 2 3 3 3 Postcourse 4 4 4 4 4 3 4 4 4 4 4 4 4 4 3 4 4 4 . Skills Details Communication Skills Self Management Interpersonal & people skills Customer relationship Listening & questioning Written correspondence Telephone techniques Electronic communication Language appropriateness Avoid use of slang/jargon Using appropriate body language Knowledge about your organization's overall mission and statutory requirements.SECTION 4. Assess your skills/competencies using the following scores: Level Excellent Good Satisfactory Poor Very Poor Score 5 4 3 2 1 Pre-course – Assessment before you start the course WHILE Post-course – After you have completed the course.SELF ASSESSMENT PART A: Pre-course self assessment of skills/competencies A number of relevant skills are listed in the first column and the details in the second column.BODY OF THE PORTFOLIO PART A.

We can also have customers who have a particular handicap (physical and mental). but of the organisation as well. attention and the medicines are effective then he will surely tell others about this good experience at the hospital.PART B. If we have the proper training and skills we will know how to provide a good and satisfactory service to all our customers. It may also mean that the customer is delighted with the service because he has received more than he expected. Eg if a customer goes to a hospital. This is known as word of mouth advertising. Thus we have to be always prepared and ready to “deliver the goods. It will help the organisation to achieve an improved public image. Thus we need to provide a service which will suit all of them and also enhance the . people skills. It is more than the quantity and quality of the service. Thus the customers will have confidence in the organisation. and also a conducive business environment. we have customers who are illiterate.TASKS TO BE PERFORMED Part B . Happy customers will tell their family. Nowadays we have all types of customers.Tasks to demonstrate understanding and practice of customer care skills TASKS TOBE COMPLETED Section P SUBMIT/CROSS TUTOR’S REFERENCE COMMENTS 1 Explain using examples how effective customerUnits 1. Then having in mind of the satisfactory service (past good experience) the customer will happily come again. If we look well after our customers. Effective customer service will ensure that customers are satisfied with the service offered. It may be a help or information or an advice. It will enhance its reputation. This shows that there is efficiency in delivering the service.2 and 6 service benefits the customer and the organization Effective customer service means that the customer has received what he expected. friends and colleagues about the organisation and the service it offers. This is known as customer satisfaction. effective communication skills. customers who are angry etc. each with different needs and expectations. It has to do with people providing the service and the way they treat their customers. gets a good reception. they will not only think well of us. Effective customer service also benefits the organisation. This is why people’s skills are of prime importance in customer service excellence.” Effective customer service means that the customer has received what he expected. A friendly and caring approach is what customers are looking for. Normally our customers will develop an impression of the organisation based upon the standard of service they have received. Thus we have a responsibility to create that impression because we may never have a second chance again. Explain why people skills are crucial in customer Unit 5 service excellence Customer service requires attention to depth of knowledge.

reputation of the organisation as well. the employee and the organization Unit 6 Effective customer relationships are vital for: • Establishing the link between the customers. Customers’ confidence in the organisation and its employees will: • Enable them to trust the organisation to take care of their needs • Lead them to believe in the advice and guidance it provides • Make customers feel good about the business they do with the organisation • Help to develop a relationship between the organisation and its customers . • Handling complaints effectively. In fact effective customer relationships are beneficial for the customers. • Dealing with customer service problems promptly. • Effective communication with your customers. Customers who are delighted by the service they receive will tell their friends and families about the organisation and enhance the reputation of the organisation within the community. Without this confidence. customers are unlikely to bond with the organisation. Describe the benefits of building effective customer relationships for the customer. It is vital that customers have confidence in the service that an organisation provides. And it is the skills of the people that will help to understand our customers and facilitate our jobs. the employee and the organisation. other organisations and the organisation’. To the customer an effective customer relationship will result in Customer satisfaction. When customers are satisfied with their relationship with you and your organisation and delighted with the customer service they receive it will be a pleasure to deal with them and you will gain increased satisfaction from your work To the organisation an effective customer relationship will result in helping the organisation achieve an improved public image. This benefit of effective relationships is a form of free advertising and as such is most valuable. To the organisation an effective customer relationship will result Customer confidence in the service. We need to put all our efforts in building and maintaining excellent customer relationship. • Building trust between you and your customers. An effective relationship will ensure that customers are satisfied with the customer service they receive and that they have confidence in the organisation To the employee an effective customer relationship will result in job satisfaction. • Boosting customer confidence. Effective relationships with customers will have benefits for everyone concerned and for many aspects of the organisation. • Valuing your customers.

identify and consolidate the strength of the organisation. We must continue to assess these factors implementing further changes as and when required. Thus it was difficult to find the file/letters when we needed them. Customers’ views about the care and the service may come from any or all of the following sources: 1. Customer care report cards 3.3. What is excellent service today may not delight customers tomorrow. Devise a method for collecting and using customer feedback for improvement in service. The challenge is to ensure that we maintain customer service excellence and continue to delight them.TASKS TOBE COMPLETED Section Q SUBMIT/CROSS TUTOR’S REFERENCE COMMENTS Unit 1. Customer feedback is an 'asset' that can be used to drive improvements to service and performance. Thus it was very important to keep a movement of files book and also to ensure that the file is processed in time. identify and remedy any weakness in the organisation. It is important to realise that all kinds of internal and external factors may affect quality of services. It is very useful to look for ways to gather information about customers’ reactions to the service that we provide. In my office there are lots of works and everyday files and others letters (applications) keep coming in and out. assess the performance of the organisation. It has happened on several occasions that we had sent a file for approval (eg vacation leave and other nominations to attend to courses and seminars) to the Permanent Secretary or to the Principle Assistant Secretary. Customer feedback. Explain the importance of customer feedback inUnit 7 monitoring service excellence. Demonstrate using one example how you handled a customer complaint effectively I work in the Human Resource Department. Customer feedback is an essential tool which will help to: 1. The file didn’t come back and it was urgent. So we had to look for the file everywhere until we found it. Customer choice is a dynamic concept. Customer questionnaires 2. And by the time we find it may be too late or the officer may have already proceeded on leave. 3.6 Identify the reasons why customers may be dissatisfied with the service they receive from you. whether external or internal. Informal customer feedback . 2. Thus monitoring and maintaining customer service excellence are crucial for the managing customer. And we didn’t have a proper record system to record the movement of files and other letters. needs to be a continuous task. Customer service excellence requires close monitoring in order to ensure that quality standards are maintained.

Feedback forum on homepage 4.4. Surveys are written questions given to individual customers. one may be more suitable than the other. Another way to gather information is to use a simple questionnaire where customers are invited to give their views and opinions on the service provided and also to give suggestions on how to improve the quality of the service. depending on the application. Service hotlines 2. Surveys and focus groups are two of the most popular methods for gathering information on customer needs. Although focus groups and surveys are similar in what they want to accomplish. Contact via Email 3. focus groups are oral questions administered to groups of customers. Staff feedback Other sources: 1. Surveys are relatively simple and economical to administer and can reach large amounts of customers. but it’s usually too general to be of any value. Both must have clear and specific goals up front in order to be successful. A broad questionnaire or focus group session provides you with a lot of information. Customer complaints/compliments 5. Objectives must be clear and questions specific if they are to provide results that can be acted upon. . but the information can sometimes be limited since it is a one-way exchange of information. Survey on homepage We can put a suggestion box where customers can give their opinions incognito and they can give it freely.

SELF REFLECTION PART C– SELF. Create our Customer Vision and Service Policies 4. there are some common steps that need to be considered when setting up a plan. more importantly. but. you need to know where you start from. For each statement. 2. Assess our Customer Service Quotient In order that you establish an effective plan to focus on customer service. There is no hard and fast rule for an effective customer service plan. each one will have its own distinct differences.REFLECTION against the learning outcomes.PART C.Core 1Devise a plan for customer service excellence What We Should Know Before Getting Started What is Customer Service? (Already discussed) Customer Service as a Competitive Advantage (Already discussed) Benefits of an Effective Customer Service Initiative (Already discussed) Each organization’s customer service plan must be customized to suit its own needs. They are: Five Steps to Create a Customer Service Plan 1. will begin to point out opportunities for improving your customer service efforts. Understand our Customers' Requirements 3. Educate our Staff . Deal Effectively With our Customers 5. However. rate how well you or your organization satisfies the condition. when completed honestly. Following is a self-assessment that. it must satisfy the needs of its customers.

but. If unfavorable.or service-focused. • Invite customers back–This is about last impressions. • Listen to customers–Listen totally–to our customers words. make him feel welcomed. 7% of our communication is verbal. The interesting thing about last impressions is that’s how your customers will feel about you until you have a chance to interact with them again. That’s why we must be customer-focused rather than product. Listening totally will enhance our understanding of what your customer really needs as well as make them feel valued. Explain how the service benefits them–how it satisfies a need. but. Tell them we would like to see them (or hear from them) again. but their needs at that particular moment. If favorable. or ordering. browsing. 3 Handle customer complaints effectively . or gives them extra value. 38% is tone of voice. • Help customers–Customers don’t buy products and services for what they are. we do that by trying to understand their needs each time we deal with them. instead. our sincerity makes them feel good about us and our organization. • Ask customers how to help them–we’ve already got a “head start” on that by reviewing customer complaints and other feedback. their body language. Thank them for coming in or contacting you. A customer-focused organization is not in business to deliver a product or service. If you do it right. • Value customers–Customers want to feel special. we may have lost a customer forever. Then. but it is important to make each customer encounter one that makes them feel special. they buy for the benefits that the products and services offer. not just their overall needs.” When we value customers. “You’re the customer–you pay my salary. and 55% is nonverbal. and to make them feel special our attitude and behavior must say. your business will surely reap the benefits. • Greet our customers–”Put them at ease and make them feel comfortable!” When our customer or prospective customer first walks in or telephones with an inquiry or order. If this is the first time with this customer. try to do something that makes them want to come back (or refer to a friend or colleague)– maybe a discount off of their next appointment for referring a friend. is there to enable people to enjoy the benefits of its product or service. their tone. he’ll continue talking. this is when first impressions can help or hurt. You make my job possible. A desire to genuinely understand our customers’ needs or wants will provide us with the edge they’re looking for. According to a UCLA study on communication. instead.2Demonstrate effective communication skills Communication skills–How we communicate to our customers is just as important as what we communicate. depending on how well we make the customer feel within those first critical moments. This sets the tone for the rest of the transaction. solves their problems.

you're ready to identify what triggered it. Solve the problem Now take corrective action and ask your customer. Identify the cause After you understand the problem. So how do you address problems quickly? Use this four-step process: Understand the problem Gather the facts. You may learn exactly what you need to do to fix everything. First. Let the customer speak without interrupting. . Listen without getting defensive. When you take responsibility for a snafu. "Are you pleased with the way the problems solved?" Then make a peace offering to the customer as compensation for all the trouble. But the longer the problem drags on. Conclude by isolating what went wrong.A customer service plan should include guidelines for the employees to problem-solving. the more frustrated a customer becomes. Then review with the customer what should have happened had everything run smoothly. find out what actions the customer took. Studies show that if a problem is resolved quickly. Propose solutions Before you suggest possible solutions. Repeat your understanding of the problem to ensure you've got it right. Agree on a course of action by hashing out options and working together to finalize the best one. ask your customer for ideas. you can turn a negative customer into a raving fan. 98 percent of your customers will buy again and even tell others of their positive experience.

Be quick to admit when wrong -customers prefer honesty when mistakes are made. biases. Failure to respond can lead to loss revenues. and taking steps to foster a long-term relationship with them rather than just a limited. Develop customer service policy that gives life to your Customer Service Charter. Be prepared for and respond to changing needs of customers. Focus on delivering best customer service based on getting it right first time. Handle difficult situations swiftly. 7. however. defer to customers' perceptions of efficiency.Optional 1Identify customers needs and expectations in terms of public services Today. removing barriers to communicate with them. Engage with people in a friendly and professional way. and courtesy. your high level of service is the "ace in the hole" that'll keep them from fleeing. 9. 3. 4. Demonstrate CARE (Courteous Action Required Everytime). Empowered staff can exceed expectations in resolving potentially damaging situations. 10. Instead. 2. Identify customer needs and expectations -respond to them. 8. Take action now to improve the customer experience! . 5. 6. That means consistently collecting their input. If potential customers grow overwhelmed. damage to your brand and far-reaching cost to reputation. meeting the needs and expectations of customers requires that you know your customers as individuals. transactional one. In creating and evaluating your customer service plan. They are your ultimate judges. Your own hunches. Provide accurate and timely feedback to customers (internal and external). avoid too much internal analysis. thoughtfully and firmly -avoid escalation. confused. or simply can't find what they want. Empower customer facing staff -It's impressive and saves money. 2Build and enhance customer relationship We can build and enhance customer relationship by applying the following: 1.PART C– SELF. or interpretations shouldn't interfere with the unfiltered knowledge that your customers can provide. responsiveness.REFLECTION against the learning outcomes.