Scribd
Upload
59 views

Customer Service

The document discusses the duties and functions of customer service representatives in the banking sector. It explains that customer service representatives are responsible for responding to customer inquiries, resolving issues and complaints, processing orders, providing product support, and maintaining customer records. By fulfilling these duties, customer service representatives contribute to customer satisfaction, loyalty, and the overall success of the bank.

Uploaded by

John Amazing
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
Available Formats
Download as DOCX, PDF, TXT or read online on Scribd
59 views

Customer Service

The document discusses the duties and functions of customer service representatives in the banking sector. It explains that customer service representatives are responsible for responding to customer inquiries, resolving issues and complaints, processing orders, providing product support, and maintaining customer records. By fulfilling these duties, customer service representatives contribute to customer satisfaction, loyalty, and the overall success of the bank.

Uploaded by

John Amazing
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
Available Formats
Download as DOCX, PDF, TXT or read online on Scribd
You are on page 1/ 5

An assignment on:

BANKING OPERATION BFN 224

DUTIES AND FUNCTION OF A CUSTOMER SERVICE.

BY

OJOJO MIRACLE ODIRI

MAT NO: 14013

SUBMITTED TO

THE DEPARTMENT OF BANKING AND FINANCE, SCHOOL OF


BUSINESS STUDIES, EDO STATE POLYTECHNIC, USEN.

LECTURER: DR. O. S. EDOBOR

JUNE, 2023

1
CUSTOMER SERVICE
Introduction
Customer service is a fundamental aspect of any business, serving as a crucial link
between an organization and its customers. It involves a range of responsibilities
aimed at providing exceptional support, addressing customer concerns, and fostering
positive customer experiences. This assignment explores the importance of customer
service and discusses the key elements that contribute to effective customer service
practices.

I. Understanding the Importance of Customer Service:


1. Enhancing Customer Satisfaction:
 Customer service plays a pivotal role in ensuring that customers' needs
and expectations are met.
 By providing personalized assistance, resolving issues promptly, and
demonstrating empathy, customer service helps in fostering high levels
of customer satisfaction.
2. Building Customer Loyalty:
 Excellent customer service creates loyal customers who are more likely
to continue doing business with the organization.
 Satisfied customers not only become repeat customers but also act as
brand advocates, promoting the organization to others.

Customer service plays a crucial role in establishing strong customer relationships,


fostering satisfaction, and enhancing brand reputation. By understanding the
importance of customer service and implementing effective strategies, organizations
can create positive customer experiences, gain customer loyalty, and achieve long-
term success. Customer service representatives, armed with essential skills and a
customer-centric approach, serve as valuable assets in delivering exceptional service
and building a customer-centric culture within the organization.

DUTIES AND FUNCTIONS OF THE CUSTOMER SERVICE

Customer service play a crucial role in providing exceptional support and service to
customers. Their duties and functions encompass a wide range of responsibilities
aimed at ensuring customer satisfaction and maintaining positive customer
2
relationships. Here are the key duties and functions of a customer service
representative:

1. Responding to Customer Inquiries:

 Customer service representatives are the first point of contact for


customers seeking assistance or information.

 They promptly respond to customer inquiries through various channels


such as phone, email, chat, or social media.

 They provide accurate and relevant information about products,


services, pricing, and promotions.

 They guide customers through the purchase process, addressing any


questions or concerns.

2. Resolving Customer Issues and Complaints:

 Customer service representatives handle customer complaints and issues


professionally and efficiently.

 They actively listen to customer concerns, showing empathy and


understanding.

 They investigate the issue, gather necessary information, and find


appropriate solutions.

 They take ownership of the problem and follow up with customers to


ensure resolution and customer satisfaction.

Furthermore, customer services have the responsibility to maintain customer records


and documentation. They update customer information, including contact details,
preferences, and interactions, in a customer relationship management (CRM) system.
This enables them to have a comprehensive understanding of each customer's history,
preferences, and previous interactions, allowing for personalized and tailored service.

3
SUMMARY

In summary, the duties and functions of customer service representatives encompass


responding to inquiries, resolving issues, processing orders, providing product
support, and maintaining customer records. By fulfilling these responsibilities
effectively, customer service representatives contribute to customer satisfaction,
loyalty, and the overall success of the organization.

CONCLUSION

In conclusion, customer service representatives play a vital role in ensuring customer


satisfaction and maintaining positive relationships with customers. Their duties and
functions encompass a wide range of responsibilities, including responding to
inquiries, resolving issues, processing orders, providing product support, and
maintaining customer records. By actively listening to customer concerns, offering
prompt and accurate information, and finding appropriate solutions, customer service
representatives contribute to customer satisfaction. They act as the bridge between the
organization and its customers, addressing inquiries and resolving issues promptly and
professionally.

Effective customer service not only leads to satisfied customers but also builds
customer loyalty. By providing exceptional support, customer service representatives
foster positive relationships, resulting in repeat business and word-of-mouth
recommendations. They contribute to the organization's brand image by delivering
personalized service and ensuring that customer expectations are met or exceeded.

4
REFERENCES

1. Fitzsimmons, J. A., & Fitzsimmons, M. J. (2019). Service Management:


Operations, Strategy, Information Technology (9th ed.). McGraw-Hill
Education.
2. Johnston, R., & Clark, G. (2020). Service Operations Management: Improving
Service Delivery (5th ed.). Pearson.
3. Zeithaml, V. A., Bitner, M. J., & Gremler, D. D. (2018). Services Marketing:
Integrating Customer Focus Across the Firm (7th ed.). McGraw-Hill Education.
4. Blanchard, K., & Bowles, S. (2013). Raving Fans: A Revolutionary Approach
to Customer Service (Revised edition). William Morrow.
5. Tarkenton, F., & McCoy, R. (2014). The Power of Partnerships: 7 Keys to
Better Customer Service. BenBella Books.

You might also like

pFad - Phonifier reborn

Pfad - The Proxy pFad of © 2024 Garber Painting. All rights reserved.

Note: This service is not intended for secure transactions such as banking, social media, email, or purchasing. Use at your own risk. We assume no liability whatsoever for broken pages.


Alternative Proxies:

Alternative Proxy

pFad Proxy

pFad v3 Proxy

pFad v4 Proxy