2.1 Understanding customer needs- Knowing and understanding customer needs is at the centre of every successful business, whether it sells directly to individuals or other businesses. Once you have this knowledge, you can use it to persuade potential and existing customers that buying from you is in their best interests.
Below I will list three different customers and their needs, I will also explain how I would prioritise them according to our business needs.
? Job applicant- waiting for an offer of employment, sent me an email in the morning asking about any available vacancies
? Employee- reported an issue with wages
? Line manager- asking me to send him the report with weekly figures so he can present them on the board meeting in few hours
Working in recruitment agency thought me how to priorities needs like that. I have to solve similar issues and requests on daily basis. My day starts with opening the emails and listing all the tasks I have got for that day. My priority is to always focus on tasks with tight deadlines. In that case I would tell the employee that will contact with our payroll department and check if there has been any payroll error. It is essential to ensure the employee that the issue will be resolved as soon as possible as this is very important matter and make sure that he/she will not feel ignored. After sending quick email to payroll department , I will prepare the report for my Line manager, it is important that I will focus on that task and will not be distracted as he will need it for the very important meeting. Lastly I would reply to the job applicant. In the meantime I will be waiting for an answer from the payroll department , I will make sure that this issue will be resolved the same day.
2.2 Effective communication
Communication is the process of sharing information, thoughts and feelings between people through speaking, writing or body language. Effective communication extends the concept to require that transmitted content is received and understood by someone in the way it was intended. The goals of effective communication include creating a common perception, changing behaviors and acquiring information.
3 Ways to Create Effective Communication in the Workplace
It is easier to communicate your passion and how you feel to your team via open meetings. In this kind of forum, they will not only hear what you are saying, they will also see and feel it. This approach still remains one of the best approaches to communicate effectively with a team. A meeting can be formal or informal. As regards a formal meeting there is set rules for convening it and conducting it, with a written record of its proceedings. It requires a notice which is a call, an invitation to attend it.
– People can air their views or grievances
People avoid inconveniences caused by individual decisions.
People get solutions to their problems.
People can ask for assistance in tasks that are difficult to perform.
Relationship and unity in an organization is promoted through interaction.
Encourages sharing of ideas.
People’s ideas are respected.
Solves conflicts and reduces tension.
Improvement in performance of an organization is attainted through ideas shared in meetings.
Costly in cases where one has to travel to different places to attend meetings.
Wastage of time in case the agenda of the meeting is not met or people fail to contribute to the meeting effectively.
Slow implementation of activities or task since it has to be approved by members in the meeting. It has to follow certain procedure.
Demands personal appearance for the meeting to take place.
Slow decision making because members have to raise opinions and serious points to be noted down. The members have to decide on which to follow and what to forego. This is not an easy task since members will want their opinions considered.
Overdependence on other members to come up with effective and suitable idea.
In official settings, communication via email remains potent. It will enable you to pass messages to members of your team without pulling them out of their workstations. One of the instant forms of business communication is email. But email has several downfalls to go along with its benefits that make it a challenging way to send information
Advantages of emails
When you need to get an important message to a client or business associate who is located thousands of miles away, one of the fastest ways to do it is by email. The advantage email has over the telephone in communication speed is that you can send attachments with an email that contain important documents or even a presentation to clarify your message
Thousands of email messages can be archived into folders on your computer or handheld communication device such as a cell phone to be retrieved when you need them. The convenience of email prevents you from having to keep file folders filled with papers and it makes your important correspondence portable.
Disadvantages of emails
When someone hands you a business letter, you are the only person that receives that letter. An email can be intercepted by a hacker or go to an incorrect email address and wind up in someone else’s inbox. Your sensitive information and messages are very accessible to hackers and even unsuspecting recipients when you use email.
A disadvantage of email is that people tend to treat it like a conversation because email can happen so quickly and they begin to use slang terms and try to carry on conversations via email. Because email recipients cannot see each other, the emails do not have any voice inflection or emotion that can help with proper interpretation.
One on One
Experts have been able to prove that some people understand better when you take them aside and talk to them on a one-on-one basis. Ensure that you maintain eye contact with them to enable the message to sink in.
1. Responses immediately: When people communicate each other in person, they can get a response immediately without misunderstanding. During the conversation, people can not only hear a response from others, also see how they are feeling; people can guest what will take place next, how the conversation is about, which is very important to have a successful talk.
2. Express of feelings: Using face-to-face communication helps people express their feelings, ideas much better. Instead of using words only when people choose letters, emails or phone for communication, people can use eye contact, verbal language in order to show their opinions. Scientists show that more than seventy percent people use body or verbal language in communicating; thus, it’s very important for people use actions to express views.
1. Difficult to practice in a large-sized organization: Face-to-face communication is extremely difficult to practice in large-sized organizations, particularly if their various units or departments are situated at different places.
2. Ineffective if the listener is not attentive: A limitation which the face-to-face communication shares with oral communication is that its effectiveness is closely linked with the listener’s attentiveness. Since human beings can listen to grasp the message faster than the speed at which they are delivered, they will easily get delivered thus making communication ineffective.
2.2 Effective service delivery
Service delivery is a component of business that defines the interaction between providers and clients where the provider offers a service, whether that be information or a task, and the client either finds value or loses value as a result. Good service delivery provides clients with an increase in value.HR provides many functions to the organisation, such as payroll processing, employee benefits and career advice. These services must be delivered to large workforces and the ways these are delivered are based on what’s known as the HR service delivery model.
1. Dealing with difficult customers
Difficult customers can be hard to deal with but it’s essential that you do professionally and quickly before they spread the word about their experience with your start up business. Even if they are in the wrong, it’s important that you deal with the situation in a positive way so as not to lose them as a future customer. Satisfied customers are more likely to return and it costs far less to retain a loyal, happy customer than it does to win new customers for your business. Good customer service creates loyal customers who spend more and encourage others to buy from your business.