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Communication: Differences Between Good Customers And Staff Relations

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Many firms are successful due to the relationship with the customer, if a customer’s experience is a positive one they will return for future business. A satisfied customer will be full of praise and recommend the business to others. Word of mouth is a very powerful tool within the competitive world of business.
Within the department I currently work there are procedures and local guidance protocols that each staff member has to follow when working with customers, a staff handbook. These are set out by the Human Resources Department, to ensure staff are providing a high quality service. I will list a few:
• Listen, understand and value your customer, the ultimate aim is to build on a trusting relationship demonstrating mutual respect – continuous …show more content…

Communication is a two way process, staff need to know all the crucial information in order to perform their roles effectively and efficiently. However sometimes communication does not go smoothly. A Manager may not pass on information to an employee working on the frontline of a business eg: an amendment to an order came in via phone and stock invoice was not changed to reflect this. Outcome the customer is not receiving the goods he ordered, he in turn cannot meet supply and demand. It will be the frontline employee who will have to deal with the dispute/ complaint, try and build on repairing the damage / friction due to poor communication, so that future business will continue and relationship …show more content…

It is essential that a business gains feedback from its customers. This can be down through customer questionnaires, complaints and compliments. This will review current practise, future changes/challenges, areas requiring improvement, staff attitudes etc.. The ultimate outcome is to foster a strong relationship with the customer. Some companies like Tesco offer a reward scheme – money off coupons/vouchers, in an attempt to keep their customers returning for business something that ASDA and other leading supermarkets don’t

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The client feel appreciated and constantly awed in the event that they get the most excellent service and whole management respect customers need. The impacts of consumer loyalty on client maintenance bring into presence to be a vital and positive. In particular, consumer loyalty influences the aims to keep re-customers. Consumer needs is basic to the administration of the food industry, which is typically the reason should be a particular notice rehash deals, client dedication and positive unfounded information. More satisfied clients mean long term customers.

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Management need to be person centred about their staff everyone involved with the work service needs to know there values. If change is needed staff must discus with management to see where they can help and what they can do. Staff should never force there beliefs on other members of staff or residents but we must also respect their views. 2.7 Describe the role of the manager in implementing person-centred thinking and planning?

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If employees are not familiar with the company’s goals and what the company is expect from them they won’t be able to perform good. Successful organizational culture requires a team work. Johnson should establish the espoused values of the company. These are the stated values and norms that are preferred by the company (Kreitner, 2013, p.63). Johnson should set the basic assumption which values employees (Kreitner, 2013, p.65).

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For example if they are unaware of how to approach certain situations they should speak to their supervisor to prevent them from not meeting the standards. Organisational Policies and Procedures One of the first policies is the positive promotion of the rights of individuals; this can be achieved by the health and social care provision displaying charters around the environment, which clearly state what rights the service users are entitled too. Additionally the organization should give newly appointed staff a handbook that enables them to understand what the organisation expects from them.

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➢ Clarify roles and reinforce rules ➢ Create positive, motivating, innovative and creative environment ➢ Create a friendly and supportive environment ➢ Show responsiveness ➢ Celebrate success (large or small) ➢ See “failure” as a learning opportunity ➢ Show adaptability and

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1.1 Identify the regulatory requirements, codes of practice and relevant guidance for managing concerns and complaints in own area of work. The Local Complaint Stage (1) Immediately after hearing of a complaint, contact the complainant to determine where their issues lie and what they would like to see as a result of the investigation. It is important that the local manager • Demonstrates a caring attitude and shows that there is a genuine attempt to understand the problem. • Ensures the complainant is aware of the complaint process and timelines • Provides the complainant with their contact name and telephone number • Obtains all complaint details at this point of contact to avoid the customer having to repeat themselves

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Primarily to be able to provide goods and services that meet the needs of the customer in a fair manner and also ensure sustainable socio-economic growth in the community or country they are operating

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Quite often managers have one-way communication where they will delegate duties or inform employees of a situation but does not need a response. They just want for the job to be done without any questions asked. After all, poor managers are poor listeners. Managers who lack communication are always typically loses staff because they become frustrated when their voices are not being heard. Managers are expected to lead their staff effectively and in so doing they must learn the five communication styles which are; assertive, aggressive, passive-aggressive, submissive and manipulative.

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Reasons for the breakdown of communication and communication barriers Having an ineffective communication with in the organization stops people from expressing and understanding each other. However the effective Communication is basic tool to all the leaders, departments and employees in running toward the goals and achievements. Breakdowns in communication can diminish the work done by workers in order to achieve their target. However knowing the main and most important issues in breakdowns of communication can help the organization to get prepared to avoid them. In addition to this Effective communication is tough to progress if people don't know how and who to communicate in certain situations which make the relationship between the workers

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Customer Service has changed over the years, but has it changed for “the better” or for “the worse”? You decide! Great Customer Service was once something businesses held to a higher standard, but not anymore. Great Customer Service is in my opinion starts from within and of course, it can be taught as well. Instead of cleaning and making businesses appealing, you have associates on their cell phones in plain view, not acknowledging customers and don’t care to, and just plain slackers.

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1.2 – explain how communication affects relationships in work setting relationships in work setting in health and social care are very important we need to build a relationship with are colleagues and mangers staff to enable us to work effectively.it is essential to establish good relationship and communication with service user and there family’s but you must always have boundaries and keep it professional effective communication and working relationships . In order to work effectively with a service user line mangers, colleagues and families you must be able to meet their needs relationships are also governed by body language facial expression smiling and ways in which others listen and talk to you. If the communication is poor between you and a service user and with your work colleague the care the service user receives will not be right for them if you’re not talking to them or communicating with them how are you going to know what they like or don’t like.

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The fourth thing is to have good leadership skills. You want to support everyone in your team and make sure that everyone is making good decisions to better the company. The fifth is to have unbiased opinions, which is important that everyone be treated equally. You do not want people to feel that some people have the upper hand. The sixth is having a target oriented, which means to make sure that you are targeting certain sales and services.

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As per Brickley, the reward system must encourage the employees to stick to the organisation for longer periods as well as increase the motivation and commitment to the company therefore lead to the increase in productivity and profit maximising. [ct. Brickley 2002, pp.172]. On the contrary, Holmes stated that, there are many negative significances lead by reward system if not used properly. Sometimes,

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Customers will be a loyal customer if their opinions and needs are met by a company. I believe this is the most important building block. I have worked as a manager of a retail card and gift store in Wantagh for the past five years. Throughout my five years, I take great pride in the customers that shop with us. If there is something that I can do to help my customers or order them a certain product, I don’t hesitate.

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Customer loyalty is one of the most important and critical factors for a company's success. Customer loyalty happens when customers have a great experience, and it leads to many benefits: loyal customers return for future business, refer friends and family to a business, and spread positive comments about a company through word-of-mouth advertising. With social media and the ease of rating companies. There are several factors that can influence customer loyalty. First the place and product, which means how easy is it for customer to access the place, Second is promotion There are many ways to promote the business, from pricing specials to free gift with purchase.

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