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SITXCCS006 Provide Service To Customers

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SITXCCS006 Provide Service To Customers

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Course Code: SITXCCS006
University: Victoria University

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Country: Australia


1.Explain the features of negotiating techniques used to resolve customers’ problems
2.Explain the organisational procedures and systems for identifying repeated customers service problems
3.Describe the benefits of analysing repeated customers service problems
4.Describe the escalation routes for repeated customers service problems
5.Compare different options for dealing with a repeated customers service problems
6.Describe ways of working with others to solve a repeated customers problems
7.Explain the importance of monitoring changes and adjusting them if appropriate


The negotiating techniques that are used to resolve customer problems must have specific features for them to be effective. One of the features is the ability to look into the needs of the customers. One of the reasons why there are problems that are associated with the customers is because the needs of the customers are not met. It is for this reason that the techniques used must meet the needs of the customers. The second feature is convenience. It is paramount to realize that the convenience of a negotiating technique is essential. A technique should not resolve one problem and create another. It is for this reason that is should have a feature that looks at the interest of both the organization and the customers.
Internal employees’ audit and monitoring and customer satisfaction surveys are the essential procedures that help in identifying the issues that might be available in customer service. Internal employees’ audit and monitoring entail the process of the organization looking into the performance of the employees and monitoring their operations to rate them against the benchmarks that an organization has put in place as far as customer service is concerned. Customer satisfaction surveys help an organization to gather data from the customers on the quality of services that they receive from the employees.
The benefits of analyzing repeated customer service problems are many, but the major ones are to ensure that the quality of service delivery is compromised and to make sure that customer satisfaction is enhanced. When the problems are continuously analyzed, an organization has a chance to identify the issues thus emphasizing the need to improve the quality of services offered to the customers. Customer satisfaction is crucial to the success of any given organization. Analysing repeated customer service problems helps an organization to identify the areas that need change to boost the level of customer satisfaction.
The escalation routes for repeated customer service problems are lack of skills, ineffective leadership, and demotivated employees. When an employee does not have the required skills to provide quality customer services, he or she becomes a hindrance to the delivery of quality services. Leadership also affects the quality of services that the employees offer to the customers. Good leadership would not compromise on the quality of services provided; however, an irresponsible leadership is likely to condone the delivery of low-quality services. Employees who are not motivated enough are also likely to offer services that are below the predetermined quality level continuously.
Layoffs, training, and change in organizational structure are the different options that an organization has for dealing with repeated customer service problems. Layoffs help to eliminate the employees who are escalating the problem while training helps in adding skills to the employees with the intention of making sure that they have all it takes to offer quality services to the customers. Changing the organization structure helps an organization to come up with a structure that is more favorable.
The best ways of working with others to solve a repeated customer service problem are by brainstorming the problem, evaluating it and coming up with the fittest solutions. When people come together with a common goal, they are likely to have ideas on the best way forward. Brainstorming a problem helps people to channel their opinions with the intention of establishing a long-lasting solution. Consulting each other on the issue at hand is an effective way of working with them to find a solution to a repeated customer problem.
The importance of monitoring changes is to make sure that they do not affect the operations of a company negatively. It is a challenge to predict the effects that changes might bring to a company. Monitoring the changes gives an organization an opportunity to know the impact they have on the company. As a result, the company can make adjustments that are in line with the goals of the company. The importance of making the modifications is to make sure that the changes do not end up affecting the operations of the company negatively.
Abbott, W., Persuasive evidence: improving customer service through evidence-based librarianship, Library and Information Science: Parameters and Perspectives (2016): 146.
Dong, Y, et al., Fostering employee service creativity: Joint effects of customer empowering behaviors and empowering supervisory leadership, Journal of Applied Psychology 100.5 (2015): 1364.
Grainer, M, et al., What unhappy customers want, MIT Sloan Management Review 55.3 (2014): 31.
Koehler, J, et al., Towards Intelligent Process Support for Customer Service Desks: Extracting Problem Descriptions from Noisy and Multi-lingual Texts, International Conference on Business Process Management, Springer, Cham, 2017.
Lam, F, and David M, When do employees speak up for their customers? A model of voice in a customer service context, Personnel Psychology 67.3 (2014): 637-666.
Stevenson, W. J., Mehran H, and James C, Operations management, Vol. 8. Boston: McGraw-Hill/Irwin, 2007.

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