Communication process within the customer service department

Group 1: Steven Robinson, Sheldon Pottinger and Daron Anderson

                                         

 THE COMMUNITY COLLEGES OF JAMAICA

              EXAMINATIONS AND ASSESSMENT                                                                             

 DEPARTMENT

                     ASSIGNMENT COVER SHEET          

COLLEGE:	TRENCH TOWN POLYTECHNIC COLLEGE	CAMPUS:
STUDENT NAME:	Steven Robinson, Sheldon Pottinger, Daron Anderson
STUDENT ID NUMBER:
PROGRAMME:	COMPUTER ENGINEERING TECHNOLOGY
COURSE:	Customer Service
LECTURER:	TTPC
TYPE OF ASSESSMENT:	Assignment
DUE DATE:	April 27, 2022	DATE SUBMITTED:	April 27, 2022

 

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Date: _____April 28, 2022_________

Customer Service

 

Introducing SWOT Analysis

SWOT analysis is a tool used by many companies to keep their organization strong in this ongoing competitive world. Some companies might choose to use a SWOT analysis to identify and take advantage of a variety of strengths and opportunities while also combating their weaknesses and threats.

The SWOT analysis above gives a diagnosis of customer service in a company and it breaks down as follows;

Strengths

                - Faster customer support is when a company shows interest in its customers 

                  place emphasis on the response to customer needs and wants.

                    - Reducing the Number of touchpoints is when a company's product is of high quality and                       customers do not have to question the product.

                    - level up conversation is when an agent makes the customer feel like they are in charge

                       by allowing the customer to complete what they are saying and don't interrupt them

                        during a conversation.

Weaknesses 

                    -  Patient personality is when an agent must keep a calm mind because customers tend to                           vent their frustration onto customer care agents.

                     - Decision-making skills, some agents tend to make decisions on the company's behalf. 

                        Sometimes these decisions hurt the company if various ways.

                     - Lack of Follow up is when the agent receives a complaint or request from a customer and                        don't follow through with the customer.

Opportunity 

                     - Organization expands and grow in the future based on how well they perform.

                     - Development of new technologies is due to the increase in technologies customer

                        service has improved to the point of automated machines are acting like humans.

Threats

                      - As technology gets advance so does the need to protect important information which 

                        could hurt the company.

My SWOT Analysis of National Commercial Bank

With the increase in technology and the growing number of smartphone users in Jamaica, NCB should focus more on its mobile app and internet banking rather than opening more banks. This will reduce the wage payout by NCB and rely mostly on technology.

NCB has a wide range of resources when it comes on to technology, however, its customer service is poor and lacking in a few areas, which is causing many communication barriers, such as long wait time to get to an agent in the branch or on the phone and we the customers don't or hardly get follow-up from the agents.

Communication Process in Customer Service 

Communication is everything when it comes to customer service. A customer service agent has to know how to use the right skills to connect with customers in a way that leaves them calmer, satisfied, and confident in the brand.

One of the ways in which an agent can connect with a customer is by personalizing the interaction between themselves and the customer. A customer should be able to feel the agent’s willingness to help them, so a cheerful tone on the phone and positive language. Written communication is essential to a personalized experience. 

Here are some ways in which customer service agents can be more effective at NCB.

There are and most likely be barriers in communication between customers and the agent based on many factors since customer care is managed by BPOs which outsource customer service across the world. On some occasions when you contact a customer service agent at NCB you might get connected to a BPO agent in India where you might experience a language barrier.

Here you may see the language barrier and how it affects customers.

Recommendation for Improvement

Organizations are ever evolving and ever-improving, inevitably it aids us in finding out what is working, what is not working, and ultimately what we keep, ensuring constant efficiency. Communication as cliché as it may sound ultimately sets an institution apart from its competitors. A recommended improvement to NCB’s communication sphere is the input of NPS (Net Promoter Score). What this does, gives all our customers a chance to communicate directly with us and thus express what they are happy or unhappy with. It allows us to target specific products, services, and the requisite departments inevitably improving our core products. It will also allow us to recognize excellent service from our team members as this program is specific to every personalized interaction. This innovative way of direct communication came about due to our need to hear directly what customers are saying they need, to tailor our market outputs to meet relevant market demand.

This will not only benefit the organization but allow customers to exercise their consumer power and have their needs both quantified and exceptions met. To roll out the company’s NPS, 23% of profits will be concentrated into there I.T output to ensure that the survey is well developed, customer friendly, and captures the correct message to and from each customer. Once a customer interacts with them and they have an updated email on file, a survey will be sent to them with a series of questions tailored to their already developed profile they have on file, highlighting their last interaction with the bank.

Our internal customers will inevitably be affected and allowed to improve in areas lacking, hence unearthing coachable moments to improve the bank’s communication rating and productivity. Because NPS is tailored specifically to an interaction we will be able to see who or what channel dealt with the customer on that specific interaction, highlighting both positive and negatives of the interaction.

There are any types of customers that companies have to deal with on a daily bases here is one at a store.

How to interact with a disappointed/dissatisfied customer