Evaluate the quality of the following customer service standards. Identify their strengths and weaknesses and identify and explain any changes or improvements that you would make to it.

Area Standard Customer management Provide a customer-focused public contact area. Create clear and customer-friendly sign-posting that includes: o where to queue, ie how to obtain service o waiting times o opening hours o complaints o alternatives Ensure forms and documents are customer-friendly and in plain English. Demonstrate proactive customer management techniques. Provide a team approach to customer service. Educate the customer by informing them of alternative options etc. Prompt service Serve people as soon as you are able. Apologise to customers if they had to wait a long time. Inform your supervisor promptly if the queue is unmanageable. Respond promptly to email, faxes and telephone inquiries.Greet customer Ensure you are dressed neatly and are well presented for customers. Project a positive attitude and posture to your customer. Smile and use a friendly tone-your presentation represents the organisation. Greet the customer, eg welcome the customer by saying: Good morning/ good afternoon. (Greet) How may I help you? (Assist) Listening Concentrate on what the customer is saying. Identify the customer's needs. Paraphrase their inquiry so they know you have understood them. Do not make assumptions or interrupt. Take notes if necessary. Take action Conduct the transaction for the customer in a professional manner. Look for positive solutions. Always provide alternatives and assistance for the customer. Thank and farewell Farewell the customer and thank them for their business.Follow-up Keep the customer informed of any follow-up action to be taken. Ensure that you complete any follow-up action. Telephone contacts Answer telephones promptly whenever possible. Answer calls in a courteous manner. A person, not voicemail, will answer the main number at each answering station during business hours. When transferring a call; inform callers to whom they are being transferred; and provide callers with the telephone number and division of the person to whom they are being transferred. Callers will receive acknowledgements of their voicemail messages within 24 hours on regular business days. Calls will be answered and returned in the order received. If a caller is on hold for an extended period of time, periodic updates will be provided. All incoming telephone calls from external sources will be answered with a consistent greeting