UNIT THREE “KNOW HOW TO PROVIDE GOOD CUSTOMER SERVICE IN LINE WITH

ORGANIZATIONAL PROCEDURES”
The importance of providing products and services which are “fit for purpose”
A product or service that is “fit for purpose” simply means that it does what the seller advertise
what it should do. It is important to realize that customers have expectations of the products and
services being delivered. Products should be of satisfactory quality and fit to do the job they were
intended for and the service should meet the promised service offer. Failure to provide products and
services which are fit for purpose is likely to damage an organization’s reputation, result in a loss of
business and increase the number of complaints.
The importance of customer and organizational confidentiality
The customer service agent is required to be aware of the need to protect the interests of customers
and their respective organizations when working with customer service records. Organizations hold
lots of ‘personal information’ about customers e.g. account details, addresses and this information
cannot be disclosed to anyone who asks for it. They should understand that there is a need to
maintain confidentiality as it may be a legal requirement. However, there should also be an
understanding that any loyalty and goodwill which exists between customers and the organization
will be lost if confidentiality is breached. If sensitive details were given out, it would result in a loss
of the customer and of their trust.
The following pieces of information about your customer are considered confidential: customer’s
telephone number; customer’s fax number; date of delivery of customer’s orders; number on the
customer’s credit card; payment terms; customer’s e-mail; customer records
The limits of authority
Many organizations have recognized systems and procedures e.g. for solving and dealing with
customer problems and complaints and they should be aware that within those systems and
procedures there are guidelines on what they are allowed to do and what not. In every organization
there will be procedures that will detail exactly what an employee can do and when they should refer
to others. The reason there are limits is because there needs to be consistency in the way customer
service is delivered. There are times when certain tasks can only be carried out and decisions made
by those with the relevant training and experience and the appropriate level of responsibility. It is the
supervisor’s responsibility to inform each service provider of what they can or cannot do for a
customer. If the supervisor fails to do this, then it is the responsibility of the service provider to seek
clarification with respect to his or her empowerment or lack of it.
Occasions when a supervisor may need to be called are as follows:

 when the customer is asking for his money back and you don’t have the authority to give
money back.
 when the customer is creating mayhem at the front desk.
 when a service provider is overwhelmed with customers and need assistance to cope.
 when an irate customer demands to see the manager and refuses to talk to anybody but the
manager.