Customer Service Do’s and Don’ts

Customer Service Do's and Don'ts

Customer service is a key competency in a digital marketing apprenticeship. It is important to deliver good customer service to build a loyal customer base and avoid negative complaints. Here are the main customer service do’s and don’ts you should follow if you want to successfully meet the customer service competency: 

Customer Service Do's and Don'ts

Customer service Do’s:

Efficiency  

  • Customer queries should be responded to quickly and efficiently. Customers shouldn’t be left waiting for a response. If customers are left waiting for a long time, they may file a complaint or become frustrated and visit a competitor instead.  

Monitoring social channels and online

  • All channels, including online and social media, should be monitored daily to ensure that important customer queries have been answered. It is also beneficial to interact with customer content that doesn’t have a query to help create a sense of community.  

Accessibility 

  • Contact details of support teams such as customer/IT support should be easily accessible for customers, so they don’t have to search hard to find help with their queries. 
  • There should be multiple channels that allow customers to communicate such as email, social media and the website. This allows a wider range of customers to get in contact. 

Individual Responses 

  • It is important not to give standardised responses to all queries. Customers should feel like they are getting unique, personalised answers to their questions. It is important to have a consistent tone of voice, but messages should be altered depending on the query. 

Knowledge of FAQS 

  • Knowing the answers to frequently asked questions will help you respond to customer queries quickly and accurately. A compiled list of questions that are frequently asked can also be added to the website. This list can then be linked in customer responses for extra information. 

Customer service Don’ts: 

Only responding to customer service enquiries on one channel: In order to meet your competency for customer service, you must display your knowledge on multiple channels, social media and online. 

Displaying one response to a customer: To showcase your abilities in customer service, you must have evidence of responding to at least three different queries.  

Not having clear policies: If you don’t have clear policies to follow when responding, there won’t be a consistent response to customers.  

Not going above and beyond: If you are responding to customers and only writing the minimum level of information, customers may not feel valued. Adding links to additional information and a follow-up such as “please reach out if you have any further questions” will help a customer feel like their query has been fully answered. This also means that they can reach out again if needed. 

How to improve your customer service?

As well as following the customer service do’s listed on this blog… Here are some things you can do to improve your customer service skills: 

  • Research your company’s brand and tone of voice (e.g. formal/informal). This will help guide how you respond to customers and keep responses consistent.  
  • Research industry leaders and how they do their customer service. Looking at how they respond to customers on social and online channels can show you customer service best practices.  
  • Stay up to date with new trends and changes. New developments in technology such as Live Chats can affect the standard of customer service customers expect from you. Keeping up to date with trends can help you deliver a high standard of customer service. 

Conclusion

Customer service is an important part of digital marketing. Learning how to deliver high-quality customer service will help you be successful in a digital marketing apprenticeship.  

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Level 3 Business Fire Safety Advisor Apprenticeship

Business Fire Safety Advisor Apprenticeship image showing a man checking a fire extinguisher with the ApprenticeTips Logo.

Do you strive to help others and work well in a high-pressure environment? Start your new career or change roles with a Level 3 Business Fire Safety Advisor Apprenticeship. Taking under 24 months to complete, depending on the organisation, this apprenticeship can lead to many progression opportunities. By the end of the apprenticeship, apprentices will have a Level 3 certification in Fire Safety and experience in the industry.  

Responsibilities of a Business Fire Safety Advisor Apprentice 

This role consists of helping businesses keep their premises fire safe with the aim of preventing injuries and saving lives. There is a wide range of work for different businesses, a typical day includes assessing hazards and risks in simple premises to help protect premises and people. Simple premises are defined by the sector as ‘small buildings with a simple layout such as small shops, offices or industrial units with non-complex means of escape ‘. To be successful in this role, you must have excellent customer service and be able to do promotional and reactive work.   

Fire safety image with fire exit signs and fire extinguisher.

Entry Requirements for a Business Fire Safety Advisor Apprenticeship and progression opportunities 

Entry requirements depend on the employer. The general requirement is that entrants have achieved a C or above in GCSE Mathematics and English and are ICT literate. There is an opportunity for everyone to enter this career path with employers able to select entrants they feel will succeed in the role. So, if this role feels right for you, don’t worry about your background! There are many opportunities for progression. This includes roles with the Fire and Rescue Services and other industries such as Fire Safety Risk Assessors, Fire Engineer, Fire Risk Managers and Fire Safety Inspector. 

Business Fire Safety Advisor Apprentice Knowledge 

Before completing your apprenticeship, you should have knowledge in the following areas: 

  • How to plan and gather information about simple premises to uphold fire safety regulations. 
  • Understand the purpose of fire safety regulations and the parameters for simple site visits. 
  • Know the principles for assessing fire risk, for example, emergency lighting.  
  • Relevant guidance for fire risk assessment. 
  • How to identify risks and hazards (relating to fire safety) and how to report them.  
  • Know which control measures can be used to reduce risk such as creating a safe means of escape. 
  • Knowing the guidance and legislation that protects people from fire. 
  • How to use processes to review fire protection systems. 
  • Technical knowledge on fire including the chemical knowledge of combustion, how fire grows and how smoke spreads. 

Core Competencies and behaviours 

During your apprenticeship, you will complete several competencies including: 

  • Conducting site visits effectively. 
  • Planning and preparing for simple site visits. 
  • Effectively communicating and working with others. 
  • Using ICT to support your work. 
  • Conforming to your organisation’s requirements. 
  • Working independently and staying organised. 
  • Understanding if a task is out of your remit and taking appropriate action. 
  • Advising on fire precautions to reduce risk. 
  • Reporting on the finding of site visits. 
  • Identifying and evaluating fire risks and hazards in a simple premises.  

You will also learn the following behaviours:

  • Treating people equally, fairly and ethically.  
  • Being able to regulate your emotions and being able to function in a high-pressure environment. 
  • Calmly responding to clients who may be frustrated. 
  • Completing work ahead of agreed deadlines. 
  • Committing to your organisation’s values. 
  • Clearly responding to stakeholders’ questions. 
  • Using sound judgement to make decisions and appropriately dealing with confidential data. 

Conclusion

This accessible apprenticeship is an amazing opportunity for those who enjoy helping others. It can lead to several interesting career pathways including job roles and higher apprenticeships. Protective services roles such as Fire Safety are continually needed sectors which makes this role a secure option for the future.  

Browse other Protective Services content here!

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