customer service

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Definition

Customer service is an organizations ability to supply their customers wants and needs.

In essence, excellent customer service (is) the ability of an organization to constantly and consistently exceed the customers expectations.This definition suggests that we have to expand our thinking about customer service. If were going to consistently exceed customers expectations, we have to recognize that every aspect of our business has an impact on customer service, not just those aspects of our business that involve face-to-face customer contact.

Improving customer service involves making a commitment to learning what our customers needs and wants are, and developing action plans that implement customer friendly processes.

Customer Service Tips

How many times have we successfully marketed and promoted the product and to our dismay have seen complaints due to our own Customer care people. In order to keep your customer satisfied you have to keep a few things in mind.

How do you, positively, handle problem and angry customers?

1. Assure the customer you will listen, interrupt ONLY to make points clear and make sure you sound interested and attentive, it is so annoying to a customer when they believe the company doesnt care.

. Most customers who call to complain have something they want to get off their chest. Listen to what it is. Give the customer the satisfaction in knowing you are listening and they feel more positive and assured.

. Get your pen out and write down the points relevant to the complaint, dont argue or take issue with the points, as you note them down. Any points you are unsure of, clarify them, you need to understand the full complaint. Once you have the points, confirm the complaint at the end, to check you have it right. The objective is to help the client, NOT win an argument.

4. Assure the customer you are on their side, dont get personally involved. Reassure them that you understand how inconvenienced they have been, for example, let the customer know you want to resolve the issue as much as they do.

5. When the solution has been worked out, thank the customer for their feedback; confirm with them how much feedback helps to provide a better service.

6. Ask the clients opinion on how you can ensure that this doesnt happen again. If you cant do what they suggest, offer alternatives, work with the client to resolve the problem.

CUSTOMER SERVICE IN AN ORGANISATION

DHLs Customer Service staff is committed to providing you with consistent, high quality service. All of their Customer Service agents are highly trained, international shipping experts. They are ready to assist you with all of your shipping needs.

Customer care @ DHL

Within the Customer Service team they have a customer care division which has its own dedicated toll free number - 8004114

The Customer Care division has been created to effectively capture and resolve any service issues with our main objective being customer satisfaction. Complimenting our 4 hours call centre we also offer a 4-hour duty manager program. The duty manager is dedicated to solving any priority service issues and urgent requests you may have during the course of the day. You can be rest assured that you will always have one point of contact during your business week as well as duty manager on call 4 hours a day, 7 days a week.

Withing Customer Care we also have a service desk which attends to all network inquiries, special arrangements for high value shipments and pre alerting time sensitive shipments.

Customer service at DHL are provided in various ways. Some of which are

1. DHL Airway Bill

To send a shipment with DHL you will need to prepare a DHL Airwaybill. The Airwaybill is your shipments ticket and passport to enable it to get to its destination.

• It tells DHL where to take the package, what service you require and how you are intending to pay.

• It gives you the terms and conditions of our service, and proof of consignment, with a number you can use on our web site to check your packages progress.

• It tells customs whats in your package, so that it gets cleared through to its final destination with a minimum of delay.

. Customer clearance

DHLs years of experience in the UAE have given them the opportunity to develop excellent relations with the Customs Department. Over the years they have worked closely with Customs Officials to facilitate the fastest clearance procedures possible.

4 hour customs clearance

Dedicated in-house customs officials

All shipments that exit the UAE are screened by on-site customs as per IATA and UAE Government Regulations

DHL will pay the customs duties on behalf of the customer (4% of the value) and collect the charges on delivery

Temporary Import/Export can be arranged

A full repair/return service is offered

. Value added services

Out of Business Hours - DHL has 4 hour on call Couriers and Customer Service agents to handle any urgent requests that you may have during the day.

Friday Delivery and Pick-ups - For important or time sensitive shipments, a pick-up and delivery service is available on request for Fridays and public holidays

Delivery Duty Paid - For account holders, DDP gives you the option of paying any customs and tax duties that would normally be incurred by the consignee.

Time Window - If necessary, for important, time sensitive consignments you can request to have your shipment delivered within a specific time frame.

Temporary Export/Import - If you need a product to be delivered to a certain destination for repair and then returned to you, our temporary export/import service is the solution. This service can be extended to any shipments that only need to be in a destination for a limited time period.

Signature Service - If you need the consignees signature as a proof of delivery, DHL can go to the consignees door, get their signature and have it sent to you.

Neutral Delivery - DHL offers distributors an easy solution in simplifying their chain of distribution. DHL can take shipments straight from the manufactures and deliver it, removing all original documentation (pricing and other costing) before it reaches the consignee. DHL simplifies the supply chain.

Late Connecting - DHL has the latest cut-offs to pick up your shipments for prompt delivery.

Pick-up Times - Customer Services accepts bookings 4 hours a day. The last call for same day connection to Customer Service is 100. Customers can drop off their shipments until 100 for connection same day.

A full 4 hour - 7 day a week pickup and delivery service is available on 8004004

4. Service directory

DHL Worldwide Express maintains offices around the world in countries. You can find the address of a DHL Service Centre by either using the the map provided or by selcting a country by geographical region from the pull-down menu. Access DHL Customer Service Directory

Thus, customer service changes its function in every organization. It is one of the most vital strategic functions of a business. How developed and well-maintained is your customer service department, depicts the companys strength and future growth.

Of the many things that can be said about business in general, one thing can be said with confidence the market is tough.

Customers are more demanding than ever. Service continues to get worse. The pressure is increasing to reduce cost and prices. Most organisation dont find out about their unhappy customers until it is too late. Almost all money is spent attracting new customers and virtually nothing to keep them.

This is what Quality Service Institute is all about Keeping Customers by Delivering Excellence.

You can pick and choose from the different training tools we have to help you build sales, keep customers and improve the level of customer service of your total work force. For those who are serious about creating a service culture and being the best in your market, partner with Service Quality Institute to help you develop a high performing, customer service driven workforce.

Marhaba" - "welcome" in Arabic - reflects the warmth and hospitality of the Arab culture, and it is the hallmark of our airport Marhaba Services. Operated by Dnata, part of the Emirates group, Marhaba was launched in December 11 as an exclusive meet and greet service for passengers travelling through Dubai International Airport. It has now been expanded to cover four principal areas Meet and Greet; the Marhaba Lounge; Marhaba CityStop and Marhaba Express Check-In. In addition, optional extras include visa delivery, floral services and a limousine service. All services are available to cash customers, while corporate organisations whose staff are regular users of the airport can take advantage of the Marhaba Services Corporate Membership scheme.

Those passengers requiring particular assistance can call on the services of our Special Handling Team, where dedicated staff are trained to look after the elderly, unaccompanied children, younger travellers on their own and wheelchair passengers. The team works closely with airline representatives to ensure those in their care reach the departure gates on time and receive priority boarding, while also taking care of their needs in and around the airport concourse. In addition, a lounge at the airport has been dedicated for their use. To distinguish them from Marhaba staff, the special handling team is dressed in black jackets, and are on call 4 hours daily. While their services are complimentary, a small fee may be charged at the airlines discretion.

Departure service

Whether leaving on a vacation or business trip, or flying home, Marhaba Services takes the stress out of departure with a host of facilities to start your journey in the very best style, including

• Tele check-in for departing flights

• Marhaba Meeting Lounge located near row no. at the Departures Terminal 1, the lounge can be used by passengers to relax while waiting for check-in formalities to be completed by their assigned Marhaba team member.

• Hand baggage trolleys are available on demand for passangers, at no extra charge

• Speedy immigrations clearance through our dedicated Passport Control Counter.

• Buggy Car Transfer. Marhaba passengers have priority use of the buggy cars inside the terminal for rapid transit..

In addition, passengers can request additional services at a nominal charge

• Floral Bouquet Services. Departing passengers can be greeted at the airport by Marhaba staff with a bouquet of flowers, available in three standard sizes and with a choice of mixed blooms or roses only.

• Limousine Services. In co-ordination with Europcar, Marhaba Services will provide a chauffeured limousine transfer to and from the airport to any point in the United Arab Emirates.

• Porterage Services. Porters can be arranged, if required, @ AED 10 for upto pieces of baggage on one trolley. Porterage charges are not included in the Marhaba Meet and Greet charges.

Arrival services

Offering a warm welcome to Dubai, Marhaba Services extends a range of facilities to arriving passengers to ease their progress through the Airport. These include

• Welcome pack offered at the Arrival gate which includes an airport map, for ready reference.

• Buggy Car Transfer. Marhaba passengers have priority use of the buggy cars inside the terminal for rapid transit..

• Hand baggage trolleys are available on demand to passengers, at no extra charge

• Original visa collection from visa services counter.

• Visa acceptance from the sponsor at Marhaba Sales Office. Additional charge of visa deposit fee (AED 10 per visa) is applicable

• Speedy immigration clearance through our dedicated Passport Control Counter

• Escort through the baggage concourse and customs

• Porters can be arranged if required, @ AED 10 for upto pieces of baggage. Porterage charges are not included in the Marhaba Meet and Greet charges.

• In the unlikely event of lost baggage, assistance is provided with the mislaid baggage procedure and with keeping the receiving party advised of the reason for the delay

• Escorting passenger to the receiving party or hotel representative, as required, at the Arrivals Meeting Point.

In addition, passengers can request additional services at a nominal charge

• Floral Bouquet Services. Departing passengers can be greeted at the airport by Marhaba staff with a bouquet of flowers, available in three standard sizes and with a choice of mixed blooms or roses only.

• Limousine Services. In co-ordination with Europcar, Marhaba Services will provide a chauffeured limousine transfer to and from the airport to any point in the United Arab Emirates.

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