How Does Accreditation Help to Build Professional Industry Standards?

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D1. How can you encourage customers to raise disputes/ make complaints?

A business hope their products or service can satisfy customers’ needs and preferences that one thing they must do is improvement. Customers’ opinion is the most useful improvement orientation because business are serve for them and they are the boss.

However, most of the customers might not express views actively that complain is troublesome and always be ignored so it is useless cause customer scarce intention of complain.

The directly and simply method is provide more channel to customer express their heard words such as complaint hotline, complaint email, suggestion box etc.

Beyond gainsay, most of customer want to make complaint but don’t want other know who are they. So, we should be actively while customers are passive. If the customer has left contact method such email or telephone number, we can call them to ask how they feel or whether having any questions to our service or products. When we ask their opinion it by ourselves, they will be more willing to tell us their comment because it shows we concern about their feeling and warmly to do improvement for them.

Other method is questionnaire. We can focus on the aspect that we think it could do better or what customer expect will change to design a questionnaire then allocate to our customer. Definitely, we should give some benefit to our customer after finish the questionnaire as they use their precious time to provide comment to us.

The methods above are from customer point of view. The aim of encourage customers to raise disputes is we want to change better so we should promise our customer we will change after listen their opinion that we attach importance to their opinion. When the customer observe our business really make a difference after complain and make them satisfy, it will enhance their courage of complain and raise dispute. Leaving aside the possibility that we did very bad, more and more disputes and complain can make our products or service more congenial to customer even only a negligible thing. At the same time, we have a comparative advantage to our competitor.

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E1.Outline at least six steps involved in developing policies.

Throughout the policy development, it is the greatest for a team or a committee to share the responsibilities involved in writing a policy rather than one person working alone. Does this isn’t only help to lighten the workload, but also allows for greater consultation and sharing of ideas and viewpoints. An effective policy development should involves the following steps:

1. Identification of policy required – look at recent policies whether appear gaps which the policy is needed to guide best practice and if we currently possess all the required policies.

2. Determine the goal of policy – recognize the reason why does service need this particular policy and the purpose of having this policy.

3. Research and analysis – this step will involve gathering as much relevant information relating to the policy topic as possible. Relevant information may be gathered from publications and legal requirements from government websites; recommendations from recognized authorities such as The Cancer Council; staff through meetings and performance reviews.

4. Development of a draft policy – a draft policy should include components alike to the ones delineated in the section above. When writing the draft, you should consider the questions below:

Who is the audience that this policy writing for? This will help you remember what language is suitable to use, as well as remind you that the aim of writing policies.

What am I trying to elaborate? Make sure the key message is clear and to the point. Try your best to avoid digress, perhaps when you are digressing that means you have found another policy want to be developed.

5. Collect responses – it is important to collect the responses and suggestions from stakeholders to determine what changes or additions should and should not be made to the draft policy.

6. Ramification/Endorsement – The policy should be endorsed by the related committee representatives or managers. Endorsement validates the authenticity of the policy. Reproductions of the last copy should be made available to stakeholders with an explanation of any result changes to practice.

7. Implementation – The policy is put into practice. The copy of the policy should allocate to staff.

8. Review – Policies should be reviewed frequently to accommodate changes in practice, current trends, standards and legislation. This requires services to stay up-to-date with current data which can be done by attending training, reading relevant newsletters, conferences and checking recognized authorities’ websites regularly.

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F1. How can managers provide opportunities for staff to participate in the development of customer service practice? Provide at least three example.

1. Let staff to do a ‘Stepping into the shoes of your customers’ exercise.

Ask the staff to recognize their main groups of customers. After that, ask them to ‘step into the shoes’ of their customers. Let them to ponder about a particular customer, to institute what their needs are at each step of the process. From making first contact with manager, through to the product or service they purchase from manager. Moreover the last departure and after-sales service.

Get the learning and the recommendations for change to pass these on to management team for latent implementation. Ask the staff to recognize methods that they can determine’ going the extra mile’ to help the customer. Therefore, they also promise to a personal change from this exercise.

2. Get the staff to experience managers’ service as a customer

Contemplate getting representatives of the staff to wholly adopt managers’ services or buying of a product. Ask them to share their experience and say what worked well and what could have been better. Let them to think about what they can do to apply these insights into their element of the product or service