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Administration & IT Higher

Terms in this set (12)

Customer service level agreement
states what, how and when the organisation intends to deliver - states what happens if the organisation fails to deliver
the services provided and those not provided - the standard of service - responsibilities of both parties, including after-sales service
includes expected delivery times, how to complain, call waiting times, what the customer is able to do if the service fails
Loyalty scheme -
when a customer buys goods and services they gain points on their card - these points can be put towards the purchase of more goods and services
organisations use these cards to gather very valuable information on the spending habits of their customers
they also use them to retain existing customers - Eg Tesco clubcard
Surveys
— Written survey such as a pre-printed form or questionnaire — which is posted out to the customer with a reply-paid envelope — permanent record created. — Telephone survey — customers are phoned and asked a series of preset questions/have become more popular with the increase in call centres. — Online survey on company website, which may pop up or may be emailed to customer after a purchase has been made/customers now becoming intolerant of these.
Customer focus groups
Face-to-face meetings with small groups of customers — these provide the organisation with feedback on their products, services or opinions regarding proposed new products/services — customers feel they are being listened to and taken account of — which will encourage brand loyalty.
Mystery shopper
Mystery shoppers are employed to act as normal customers and report back on the service they received — this information can then be fed back to staff — either to praise or reinforce good practice — or highlight bad customer service.
Loyalty Card
- organisations use these cards to gather very valuable information on the spending habits of their customers.
Health and Safety at Work Act 1974
Employers have a legal responsibility to provide a safe working environment and equipment for their employees
Employer has a responsibility to take action on any hazards as quickly as possible
Employers have a responsibility to risk-assess any dangerous tasks that employees have to do and provide safety equipment to minimise the associated risks
Employers have a responsibility to train staff in Health & Safety procedures and provide a Health & Safety Policy
Employees must use equipment provided correctly and follow the safety procedures
Employees have a responsibility to report any hazards they notice to their employer
Employees have a responsibility to ensure that they follow the procedures that are put in place by employers to reduce risk
Health & Safety (Display Screen Equipment) Regulations
Ensure that all staff receive the necessary training so that staff know how to use the equipment - to ensure that equipment is being safely handled - this would prevent RSI, back pain etc ...
Ensure that safety equipment is provided for staff using a PC - eg wrist rests etc
Ensure equipment is maintained by carrying out regular checks - to prevent possible injury - and therefore no legal action
Provide eye tests on request ...
Provide regular breaks/job rotation
The Fire (Scotland) Act 2005
Ensure staff are trained on Fire Safety Procedures
Provide fire safety equipment - fire extinguishers; fire blankets
Ensure fire exits and fire escapes are identified clearly with signage
Check that the fire alarm works on a regular basis
Run practice fire evacuations so staff know what to do in the event of the alarm being activated, including where the muster points are
Event Planning (consider the practical assignments you do when answering questions on this topic)
Researching and selecting a suitable venue for an event
taking account of availability/suitability of available dates
number of recipients/room requirements
special requirements such as disabled access, suitability of accommodation
parking availability, distance to the venue
provision of equipment/catering, etc required
finalising numbers to attend
cost of the venue/budget available
Communicating information about the event with the recipients
emailing invitations/documentation
entering dates in e-diaries
sending directions to the event
checking on dietary requirements for recipients
Organisation of materials for the event
schedules/itineraries for the event
documentation for recipients/delegates
name badges/ID cards
Communication with customers
Telephone feedback to check customers are happy with the service; provide a contact number for support or further assistance if required; allows for discussion/clarification; phone calls can be recorded and referred to later
Provide an email facility to allow customers to contact the customer service team at any time
Text customers to keep them informed about a delivery; a time slot can be sent and tracking information in a link provided
Provide an online chat facility so that customers can ask questions, or get support; allows the business to keep a record of the chat, which can be preferred to later or added to; provides a communication service 24/7, rather than just in office hours; customers are able to upload images if they have a complaint; the organisation can provide files to support with any technical issues
Communication within a team
Web-conferencing - is an online service where you can hold a live meeting via the Internet. Users can connect to the conference by telephone, or using the computer's speakers and microphone
Workgroup productivity software (groupware) - software that allows collaborative working by a number of different users at the same time - documents, charts, video
Online collaborative white-boarding - can be accessed remotely to allow people to collaborate in a digital workspace - draw, write, add media, plan projects, etc.
Mobile phones/smart phones - communicate from anywhere - calls, texts, email, social media, calendars
Instant messaging - allows for real time conversations
Wikis - a web page with an open editing system to allow for collaboration
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