To address 'Customer Service' selection criteria, emphasise examples where you delivered exceptional service by resolving customer issues promptly, exceeding expectations, and maintaining a positive experience. Showcase your communication skills, ability to work under pressure, and dedication to enhancing customer satisfaction in various roles. Here's some examples to get you started.
Customer Focus Selection Criteria Examples:
Proven customer service orientation and ability to provide support in a fast paced and high-volume service environment.
As Practice and Administration Manager at Mango Optical Centre Tweed Heads, a client expressed fury over a delayed delivery of their prescription spectacles. This delay was attributed to a miscommunication in the order processing, resulting in significant inconvenience for the client. Recognising the urgency of the situation, I swiftly acknowledged the client's concerns and issued a sincere apology for the inconvenience caused. To address the issue effectively, I initiated a thorough investigation into the breakdown of communication between the staff member and the client. Identifying the misstep in the process, I recognised the need for immediate action to rectify the situation and prevent similar occurrences in the future.
I took proactive measures to expedite the production of the spectacles and ensured transparent communication with the client throughout the resolution process. Utilising my leadership skills, I ordered a revamp of the communication system within the practice to enhance efficiency and accuracy. This involved implementing clear protocols and channels to streamline communication between staff members and clients. Additionally, I facilitated training sessions to reinforce effective communication practices among the team.
As a result of my swift and decisive actions, the client received their spectacles in a timely manner, resolving their initial dissatisfaction. The implementation of an improved communication system within the practice not only addressed the immediate issue but also laid a foundation for preventing similar incidents in the future. The client expressed appreciation for the transparent communication and swift resolution, leading to increased satisfaction and loyalty towards our practice. This experience underscored the importance of proactive problem-solving and effective communication in fostering positive client relationships and driving overall satisfaction.
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Strong customer focus, time management and communication skills.
In my current position, I encountered a significant issue related to onboarding accounts which was causing issues with our customers. The problem stemmed from the lack of a streamlined process, resulting in accounts not being created or assigned the correct groups and licensing. To address this, I initiated a collaborative effort by liaising with various departments within the company to gain a comprehensive understanding of the onboarding process.
After careful analysis, I implemented a well-defined guideline that included appropriate forms, documentation, and clearly defined roles. This systematic approach ensured a streamlined operation and improved the troubleshooting of complex issues that occasionally arose. As a result, we observed a significant reduction in onboarding errors and a smoother workflow throughout the organisation, resulting in higher customer satisfaction results.
Compassion – is patient / client focussed, demonstrates self-awareness and the effects of behaviour on others, deals with or manages ambiguity and complexity, demonstrates resilience in the delivery of patient services or support in the delivery of services to patients.
In my role, I consistently prioritise the well-being and satisfaction of clients by ensuring that the services provided by vendors align with the highest standards of care. I understand that every service agreement negotiated has a direct impact on the quality of client services at the Mission. When engaging with vendors, I approach negotiations with a client-centred mindset.
I am keenly aware that the services provided, whether it is pest control or fire installation services, play a critical role in maintaining a safe and comfortable environment for our clients. By keeping the clients experience at the forefront of my negotiations, I make certain that the services meet not only the budgetary requirements but also the highest standards of quality and safety.
 I understand that my negotiations and interactions with vendors can affect the overall client experience. My behaviour and decisions in these negotiations can impact the timeliness and effectiveness of services delivered to patients.
I strive to maintain a professional and compassionate demeanour in all my dealings with vendors. This includes clear and respectful communication, understanding their perspectives and constraints, and ensuring that the agreements struck are fair and mutually beneficial. By exhibiting empathy and patience in these negotiations, I not only uphold the reputation of our service but also create a positive and supportive environment for vendors to deliver their services efficiently. Negotiating service level agreements often involves navigating through ambiguity and complexity.
Each vendor may have unique requirements, and the services provided may vary in scope and intricacy. I am well-equipped to handle such challenges with compassion and resilience. I approach ambiguous situations with a problem-solving mindset, collaborating closely with vendors to clarify expectations and ensure that all parties have a clear understanding of the terms and conditions. By actively engaging in these complex negotiations, I mitigate potential issues and streamline the process, ultimately benefiting clients by ensuring the uninterrupted delivery of essential services.
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