Unit 5

Current practice in customer services

Customer services

Here are nine customer service best practices that need to be embraced by
every employee in your company, every day that they're on the job. I'd even
argue that to call these nine customer service principles “best practices” is to
understate their importance. These are bedrock customer service essentials
that I use (with some variation) on each of my customer service consulting
engagements and initiatives; I promise you 100% that they can help you create
truly exceptional customer service—if and only if you reiterate them at every
possible juncture to your employees. I suggest you distribute them
companywide, and paste on your break room wall and everywhere else that
has good visibility. The results will blow you away. (If you like, feel free to email
me directly for a formatted copy you can easily post.)

1. We are in the business of 100% customer retention. If you ever feel

you are on the brink of losing a customer, do everything you can personally, or
call in assistance from others in the organization, to salvage the situation.

2. You can never win an argument with a customer. Even if you “win,”
our company still loses. In other words, we are paying you to notargue with
customers, to not “win,” to not “prove something.” Your paycheck is how you
win, not through your debating prowess.

3. Even though a customer isn’t always right, it’s your job to make
them feel that they are. Never flat-out state that a customer is wrong.
Patiently restate your position.

Example 1: Avoid saying "you've owed us $500 for 3 months." Say "My records
appear to show a 12o day balance of $500. Does this match your own records?

Example 2:Avoid saying "But you signed for that package this morning." Say
"FedEx's website seems to indicate that..."

4. If a customer leaves a message by email or telephone or text that

implies they are expecting a callback, return the message the same
day (ideally, the same half of the day), even if you don't yet have a
complete answer to their question. (If you don’t have the info yet,
communicate that to the customer. If there is a problem, it is better to keep
them informed and updated rather than to wait for them to call you or try to
squeeze by. Everyone makes mistakes—it is how you handle them that keeps
customers coming back.

Issues affect customer satisfaction

article, we’re going to delve a little deeper into the 15 key elements that influence
“customer satisfaction”.

Although customer experience and customer satisfaction are not exactly the same, they
are intimately related:

1) The combination of a series of customer experiences influences overall the customer

satisfaction and

2) Customer satisfaction scores can help you recognize whether you are delivering a truly
seamless customer experience.

Both are essential for revenue growth.

15 Customer Satisfaction Factors

1. Accessibility
You need to ensure that customers are able to find and access your products and services
efficiently, without barriers and friction, on their preferred channel.

Also, make sure that they can reach your company and obtain good service whenever they
have a question or need assistance to make a purchase decision.

2. Navigation
Navigating and browsing your store should be a straightforward and simple process. This
includes providing users who know what they want with an effective keyword search or
filters but also integrating solutions that guide unsure shoppers to help them identify suitable
products quickly.

A website that’s difficult to navigate will only lead to customer frustration and a loss of
potential customers.

3. Page Load Speed

It’s a simple rule: the faster your website loads, the happier your visitors. If one of your
pages doesn’t appear lightning-fast, your customer will move on to speedier online stores.
In fact, the Aberdeen Group found that,

“A 1-second delay in page load time equals 11% fewer page views, a 16% decrease in customer
satisfaction, and 7% loss in conversions.”
According to a survey by Akamai and Gomez.com, 79% of web shoppers who experience a
slow website say they would not return to the site to buy again and around 44% of them
would tell a friend about the poor online shopping experience.

4. Language
Speaking to your customers in their preferred language is pivotal for your business. More
than 50% of consumers won’t make a purchase if information about a product isn’t available
in their language.

However, language doesn’t only apply to language in terms of geographical demographics

but also how certain phrases or terms resonate with your audience and reflect back on your
business. Use user-friendly language and avoid industry specific jargon that could cause
confusion and rob you of an opportunity to connect on a personal level.

Without great communication, there can be no great customer experience.

5. Memory
According to Harvard Business Review, customers become frustrated if they have to repeat
themselves. Consumers feel comfortable switching from one channel to another and expect
their information and data to follow them along. They don’t want to be asked for the same
details over and over again, regardless of the channel or department, they’re interacting
with.
Memory also means remembering your customer’s needs and wants to avoid trying to sell
products to customers, which they already have or clearly have no interest in.

6. Personalized
It’s kind of ironic that shoppers want personalized experiences in a sphere in which so many
business and personal interactions can be anonymous.

By personalizing the experience and sharing the right content, at the right time with the right
people, you can make interactions faster, easier and more efficient for your customers.

This results in increased customer satisfaction and the likelihood of repeat visits.

7. Convenience
Convenience is an essential element of a positive customer experience. It influences how
customers make decisions about what to buy, what services to use, where to go, and with
whom to engage.

It consists of 5 key variables

Decision Convenience: How quickly and easily a customer can decide what to shop at
your store?

Access Convenience: How easily is your store is accessible?

Benefit Convenience: What core benefits does a customer receive at your store like
receiving great customer service?

Transaction Convenience: How quickly can the customer complete the payment?

Post-Benefit Convenience: How effectively are you handling post-purchase issues like
replacements or return of products?

If the perceived convenience is low, your customer will see interacting with you as work. If
they struggle to do business with you during any of the areas above, then they’re more
likely to go elsewhere.

8. Intuition
Customers value companies that “really get them”. Some companies simply have a good
intuition or “sixth sense”. They are proactive and anticipate the needs and emotions of
customers. Companies who know what their customers want before they want it or solve a
problem before customers even know it exists are able to create better, more convenient
experiences and a trust-based relationship.

For example, Southwest Airlines has a team called Proactive Customer Service that works
with 14 other departments to ensure operational efficiencies, effective communications, and
better customer accommodations. Their job is to evaluate flight disruptions, determine the
customer impact, and reach out to customers proactively so the customer doesn’t have to
reach out to them.

9. Real-Time
If you want to capture the attention of your audience, think about how you can take
advantage of real-time experiences. It’s about showing up when your customers need you.
Real-time interactions are becoming increasingly important to the modern consumer. They
expect real-time responses and faster resolutions.

For instance, “instant chat” and chatbots have emerged as a highly popular marketing
solution for companies that want to provide their customers immediate access to
information and show the more human and authentic side of their business.

10. Simplicity
Simplicity is key. It is one of the easiest ways to improve your chances of getting your
customer’s business is by making the process as simple as possible. You need to take
away the intricacy and complexity related to decision-making by advising and supporting
customers throughout their journey.

“To keep your customers, keep it simple”

Harvard Business Review
A study of the Latin American life insurance market observed that 40% of people who
purchased a life insurance policy and were happy about their experience said it was
because of a simple buying process.

11. Logic
There is a difference between emotional customer satisfaction and logical customer
satisfaction.

Emotionally satisfied customers are extremely satisfied with the products and services
the company provides and have a strong emotional attachment to the company.

Logically (or rationally) satisfied customers may be extremely satisfied with the
company but lack the strong emotional connection of customers who are emotionally
satisfied. They essentially behave no differently than customers who are dissatisfied. They
have no reason to remain loyal.

To convert logically satisfied customers into emotionally satisfied customers, you have to
provide customers with logical reasons why they should do business with you over your
competitors. This means understanding their expectations to meet or even exceed them.

12. Deliverability
According to an Econsultancy report, 48% of customers are not willing to wait more than
five days for most of their purchases, while 23% said they would be willing to wait eight
days or more.

Shipping time does not only influence purchase decisions but also has a major impact on
customer satisfaction.

13. Choice
The more choices you can give your customers during the buying process, the more likely
they are to feel in control of the experience that they have with your brand.

However, when offering choices make sure to support your customers and enable them to
figure out the optimal choice that is right for them.

Choice overload and the Paradox of choice are very real in today’s environment and are a
growing concern for retailers and brands.

14. Community
Today, customers are doing more and more research online before they make a purchase.
It’s important to consider the community that exists around your brand. Even if you don’t
have an active part in building your community, one will form around your business – on
social media, websites, and review forums.

The best way to take charge of your brand reputation is to make sure that you engage with
your community whenever possible. Even when someone has something bad to say about
your business, learn how to respond from a positive perspective, by offering a solution to a
problem.

15. Moment of Truth

Finally, the “moment of truth”. It defines the make-or-break moments in the customer
journey, that influence whether the customer will continue the journey, complete the task or
interaction and continue to business with you. If things go awry during these specific
moments, consumers will not complete the interaction and will go elsewhere.

By identifying the moments of truth in the customer journey, you’ll be able to focus on
optimizing the interactions that truly impact the customer experience and customer actions.

Techniques of timely payment

Now that we have understood the art of writing effective invoice payment terms, let’s look at few
ways to shorten the payment receipt cycle:

1) Invoice submission method

In the past, snail mail was the most preferred option of dispatching invoices to the customers or
vendors. However, the pitfall of this approach is that many a times, invoices get misplaced in transit
and this is not realised till such the time there is a payment delay or a reminder is sent to the
customer. An alternate to this is e-invoicing wherein suppliers can easily login to a portal, upload
their invoices and submit their invoices online. Suppliers and Vendors / Customers will receive a
notification post successful submission allowing better control on the whole process. The other
option is to issue invoices via email. Both options are paperless, quick, cost effective, easy to track
and convenient for both parties.
2) Discount for early payment

Everyone likes incentives and your customers are no different. Allowing a discount for early payment
can motivate customers to prioritise your bills over others and pay them ahead of time. It is a
common practice to offer a 1% or 2% discount on the total invoice amount if the invoice is paid
within a specific term that is ahead of the due date. E.g. 1%10 – net 30. This is a win-win for both as
the client can enjoy a discounted rate while the supplier can benefit from on time payments.

3) Multiple payment options

This is the era of digital banking and consumers are increasingly moving away from the traditional
approach of cash or cheque payment to online banking. Payment options like EFT (Electronic Fund
Transfer) and Debit / Credit payment are quicker and safer as they help you get paid faster and
reduce the chances of fraud. It is prudent to include online payment options in your invoices as
customers are more inclined towards accessing a payment link to make payment while at work or
within the comforts of their homes, rather than having to visit the bank to deposit cash or cheque.

Learn how to add ‘Pay Now’ button on invoices by integrating a payment gateway.

4) Payment term rationalisation

Periodic rationalisation of inconsistent payment terms is a good technique to identify and do away
with redundant payment terms which are prone to payment delays and are not aligned as per the
original contract. A shorter pay term can improve your working capital while a longer term is
beneficial for the customer. A payment term rationalisation approach looks at balancing both
aspects and opting for a term that is optimal and viable.
5) Early payment reminders

An effective collections strategy, you can consider auto set up of payment reminders couple of days
prior to the actual due date. Often customers do not pay late intentionally but are late as they tend
to forget considering the fact that they have too many invoices on hand. Automatic reminders can
act as a friendly nudge for these customers and facilitate timely payment as they approach the
invoice due date.

6) Timely invoicing

It is important to generate your invoice as soon as the order is delivered as opposed to waiting for
the supplier to start chasing for the payment. Having a defined billing date along with a fixed
payment due date is helpful for your clients to predict the upcoming billing cycle and make timely
payments. Scheduling a due date that is nearer to the client’s payment run is a smart way to ensure
quick and prompt payments.

7) Fostering healthy relationship with customers

A good rapport and proactive communication goes a long way in resolving payment related issues
with clients. Have a transparent and candid discussion with the customer whenever you notice a
trend of recurring late payments. A healthy relationship can facilitate a constructive discussion
between the two parties to understand the underlying reasons for delayed payment and come to a
constructive conclusion to address the issue promptly.

8) Maintaining stringency with payment terms

While an occasional waiver might be acceptable to build relationships, yet it is not a good practice
to keep offering grace periods to the customers as they tend to become complacent and tend to be
perennially late in paying their invoices. It is essential that you make them realise that payment
terms are fixed unless formally intimated and late payments will incur penalties including and up to
suspension of any new order fulfillment till the time the overdue payment is realised.

9) Weekly reconciliation

It is important to have a clear view of all unpaid invoices, both current and overdue, by conducting a
weekly reconciliation of your accounts receivables. This will help you identify potential late
payments so that you can initiate timely follow ups to elicit payments on time.

10) Requesting for an upfront payment

Not entirely suitable for small orders, this approach is most suited for bulk orders wherein you can
request the customer to make a lump sum prepayment at the onset of the project with a promise to
settle the remaining amount post order completion. This will safeguard you from potential losses
and also improve your cash flow.

Final Notes

Writing perfect invoice payment terms and conditions can be tricky. Using an user friendly
accounting software can help you automate this. For example, ProfitBooks offers various invoice
templates and options to set invoice payment terms. Once it is setup, you can stop worrying about it
and focus on getting paid faster.

Importance of timely payment from customer

A payment term indicates the number of days that are available to the client to pay for the goods or
services that have been rendered by the supplier. Any business requires a steady working capital to meet
its operational expenses like salary, logistics etc. as well as funds for continued expansion. Payment
delays can disrupt the cash flow resulting in shortage of cash that is required to purchase raw materials
in order to manufacture the end products and / or grow the business through acquisition or merger. This
is especially challenging for small businesses or start ups who cannot afford the payment lag. Hence, the
need arises for optimal payment terms and clarity in payment term representation on invoices.

Common types of queries and how to resolve them?

Introduction to Query Types

Full Text Search allows text-data to be queried. Multiple options are provided for
ensuring the right kinds of match. This page describes the purpose of each
query-type, and provides sample JSON objects that indicate how queries can
be constructed.
Available query-types include:
Simple Queries: Accept input-text in the form of words and phrases, and attempt
to find matches across bodies of text that have been indexed. Analyzers are
applied to both input and target, potentially to strip out unnecessary
characters, reduce words to the basic stems on which matching should occur,
handle punctuation, and more. Additionally, match accuracy-levels can be
specified; and multiple queries can be expressed together, with their
respective priorities boosted, (to ensure their results' prominence in the
eventual result-set).
Compound Queries: Accept multiple queries simultaneously, and return either the
conjunction of results from the result-sets, or a disjunction.
Range Queries: Accept ranges for dates and numbers, and return documents
that contain values within those ranges.
Query String Queries: Accept query strings, which express query-requirements in a
special syntax.
Geospatial Queries: Accept longitude-latitude coordinate pairs, in order to return
documents that specify a geographical location.
Non-Analytic Queries: Accept words and phrases on which exact matches only
are returned. No analysis is performed.
Special Queries: For testing purposes, return either all of the documents in an
index, or none.
Importance of summarizing and confirming understanding of queries

Questioning techniques for understanding queries

Questioning Techniques

Asking Questions Effectively

"Garbage in, garbage out," is a popular truth, often said in relation to computer systems: if you put the
wrong information in, you'll get the wrong information out.

Open and Closed Questions

A closed question usually receives a single word or very short, factual answer. For example, "Are you
thirsty?" The answer is "Yes" or "No"; "Where do you live?" The answer is generally the name of your
town or your address.

Open questions elicit longer answers. They usually begin with what, why, how. An open question asks
the respondent for his or her knowledge, opinion or feelings. "Tell me" and "describe" can also be used
in the same way as open questions. Here are some examples:

What happened at the meeting?

Why did he react that way?

How was the party?

Funnel Questions

This technique involves starting with general questions, and then drilling down to a more specific point
in each. Usually, this will involve asking for more and more detail at each level. It's often used by
detectives taking a statement from a witness:

"How many people were involved in the fight?"

"About ten."

"Were they kids or adults?"

"Mostly kids."

"What sort of ages were they?"

Probing Questions

Asking probing questions is another strategy for finding out more detail. Sometimes it's as simple as
asking your respondent for an example, to help you understand a statement that they have made. At
other times, you need additional information for clarification, "When do you need this report by, and do
you want to see a draft before I give you my final version?" Or to investigate whether there is proof for
what has been said, "How do you know that the new database can't be used by the sales force?"

Leading Questions

Leading questions try to lead the respondent to your way of thinking. They can do this in several ways:

With an assumption – "How late do you think that the project will deliver?" This assumes that the
project will certainly not be completed on time.

By adding a personal appeal to agree at the end – "Lori's very efficient, don't you think?" or "Option Two
is better, isn't it?"

Phrasing the question so that the "easiest" response is "yes" – Our natural tendency to prefer to say
"yes" than "no" plays an important part in the phrasing of questions: "Shall we all approve Option

Rhetorical Questions

Rhetorical questions aren't really questions at all, in that they don't expect an answer. They're really just
statements phrased in question form: "Isn't John's design work so creative?"

People use rhetorical questions because they are engaging for the listener – as they are drawn into
agreeing ("Yes it is and I like working with such a creative colleague") – rather than feeling that they are
being "told" something like "John is a very creative designer." (To which they may answer "So What?")

Technique's for conveying concern and commitment

Style and approaches when working with customers

There are four customer social styles composed of specific traits [1]. Below is information about how
salespeople can adapt their sales approach to each style.

1. The analytical

These individuals are precise, business-like, rational, self-controlled and serious; they are motivated by
details and facts; they are excellent problem solvers and like rigid timetables; they tend to be reserved in
their interactions with people; they tend to disregard personal opinions when making decisions.

How to adapt to analytical customers

Respect and support their principles, way of thinking and approach; don’t challenge their knowledge of
the product or point of view; be systematic, exact and logical; communicate the pros and cons; provide
facts, history, data and financial details in a structured and organized format; demonstrate results; use
guarantees or warrantees to reduce perceived risks.

2. The driver
They make decisions quickly and have a need to achieve; they are assertive, decisive, controlling, smart,
stubborn, determined, focused, impatient and independent; they are task oriented and want relevant
information in order to make decisions quickly; they are efficient and effective; they may not care about
personal relationships, except as a means to their goal.

How to adapt to customers who are drivers

Be professional and efficient; identify their objectives and support and assist them if possible; don’t
waste time with small talk; be efficient and to the point; establish rapport quickly; use facts and logic;
focus on results; provide options so that the customer feels they are in control; use a timeline for
expected results.

3. The amiable

They are respectful, willing, agreeable, friendly, supportive, soft-hearted and responsive; they are team
players who focus on innovation and long-term problem solving; they value relationships; they engage
with people they feel they can trust.

How to adapt to amiable customers

Establish a personal relationship, discuss personal issues (interests, family, etc.); collaborate with the
customer; openly discuss the issues in a conversational format; use personal commitments and specific
guarantees; be agreeable; demonstrate low risk solutions; don’t take advantage of them.

4. The expressive

They are intuitive, charismatic, assertive, responsive, enthusiastic, creative, nurturing and engaging; they
have strong persuasive skills, are talkative and gregarious; they can see the big

picture clearly; they build relationships to gain power; status and recognition are important to them.

How to adapt to customers who are expressive

Focus on relationships and facts; take the extra time to discuss all aspects of the product and company;
be energetic; summarize main points; include short, concise stories; give them recognition and approval;
appeal to their emotions by asking them how they feel about the product or service; focus on the big
picture.

In any sales situation, a call center agent should quickly and accurately determine what social style the
customer is displaying and adapt their approach accordingly.
Unit 4

Roles and responsibilities in relation to accounts receivable queries

As an accounts receivable specialist, your first responsibility is to respond to basic client inquiries and
other clerical tasks related to maintaining the accounts receivable records for your organization. You may
also:

Prepare customer statements, bills and invoices, and reconcile expenses to the general ledger

Calculate and post receipts to appropriate general ledger accounts and verify details of transactions,
such as funds received and total account balances

Prepare monthly receivable statements

Compile and sort documents, prepare and post invoices and credit and debit memos

Make copies of all checks, complete deposit slips and make bank deposits

Work with collections personnel to verify status of delinquent accounts and solicit payments on overdue
accounts

Provide backup support to other groups in the accounting department, type periodic reports and
perform other general administrative duties

Rely on instructions and pre-established guidelines to perform the functions of the job

Work under immediate supervision

Typically report to a supervisor or manager

Types of financial information required from customers

2. Purchase frequency

Purchase frequency shows you how often customers are coming back to buy from your store. This is
especially important when you consider that repeat customers are responsible for 40% of the average
store’s annual revenue.

Maintaining information security

Preventing Information Security
Breaches
Preventing information security breaches needs to become a main priority for
any company when handling both customer and company information. In regards
to the above-mentioned incident, a CBC article “Hundreds of Ont. Patient Health
Files Stolen,” quotes Ontario’s Information and Privacy Commissioner, Ann
Cavoukian, stating:

“The ease with which we transfer information now and we

engage in online activities, somehow it’s factoring into this and
not making people go through the steps they need to.”
The ease of accessing and sharing information has significantly increased due to
the use of e-mail, Internet, intranets, mobile devices and other portable
technologies. These developments make communication easier and faster, but
can also compromise data security. Here’s a list of steps companies can take to
ensure sensitive information remains protected and prevent future information
breaches from occurring:

1. Encryption
Data encryption is one of the easiest ways to ensure sensitive information is
kept private. Data encryption helps keep information secure, prevents
companies from losses incurred from security breaches and noncompliance
fines. To secure information, there are a number of different data encryption
software solutions on the market, as well, it might be wise to invest in encrypted
USB keys to avoid situations such at the UHN incident above. There are various
levels of encryption strength, therefore, choose the level of encryption
appropriate for the type of information on the server. Develop a policy for
password strength. Longer passwords that contain a variety of numerical,
symbol, upper and lowercase letter characters are more difficult to crack.

2. Access Controls
Restrict access to information based on an individual’s role within a company.
This helps reduce the spread of information and the risk of information landing in
the wrong hands. If certain projects require access to information for a specific
period of time, provide employees with access to the information but restrict
immediately after the project is completed.

3. Evaluate Training and

Procedures
As with every other program or workplace procedure, train and reinforce data
security protocols within the workplace. Effective training includes information
on the risks and effects of information security breaches, the importance of
following internal procedures to protect the privacy of information, as well as the
various ways information security can be compromised. Training programs and
procedures must be evaluated and updated on a regular basis to reflect new
information related to security threats and laws. As mentioned at the beginning
of this post, it’s important to ensure that each employee follows the established
procedures and completes all of the steps necessary to ensure private
information remains secure. Tailor training programs to different roles within the
organization in order to address the different information security challenges
throughout the entire organization. Every employee is responsible for ensuring
information is kept secure, however, depending on the individual’s role in the
company, they may be responsible for a greater number of information security
related tasks.

Data Protection

Protecting sensitive data is the end goal of almost all IT security measures.

These measures help to prevent identity theft and safeguard privacy.

Data security is fundamental. All new and existing business and data
processes should include a data security review. This ensures MIT data is
safe from loss and secured against unauthorized access.
Plan ahead. Develop a plan to review your data security status and
policies. Create routine processes to access, handle, and store the data
safely. Archive unneeded data.
Know your data. Know what data you have and what levels of protection
are required to keep the data both confidential and safe from loss.
Scale down. Keep only the data you need for routine current business.
Safely archive or destroy older data and remove it from all computers and
other devices.
Lock it up and back it up! Physical security is the key to safe and
confidential computing. All the passwords in the world won't get your
laptop back if it's stolen. Back up data to a safe place so it can be
recovered if equipment fails or is lost or stolen.
Sensitivity of data
Data at MIT is assigned a level of sensitivity based on who should have

access to it and how much harm would be done if it were disclosed. It's

important to make sure that you're handling sensitive data properly at the

Institute. Spirion is a tool that finds instances of sensitive data. Learn what

steps to take if sensitive data is detected on your machine, including how to

remove it.
What are the risks to data?
Understanding how data can be disclosed and what to do to protect it is the

key to minimizing data breaches.

Compliance and policy
If you are handling sensitive data, know the MIT policies that apply.
Minimizing risks to data
Massachusetts has issued regulations for anyone who handles the personal

information (e.g., Social Security, credit card, and bank account numbers) of

MA residents. To comply with these regulations, MIT implements a Written

Information Security Program (WISP) that includes specific requirements for

those who handle the personal information of others.

Data breaches
Know the steps to take in the event of a security incident involving MIT

business data. If in doubt, report the incident to MIT's IT Security Team.