It is evaluated that every organization follows the procedures and standards for customer service relationships so that they can give training to their employees in a proper way. If the procedures and standards are developed in an organization, then it is the responsibility of the executives to follow the same to solve the queries and problems of the customers. If one procedure and standard is not maintained by the organization, then it can lead to conflicts and arguments between the employees. Every organization should give focus on establishing the correct procedure and standards so that the operations of the organization can be conducted in an effective manner. By following same procedures and standards in the organization, the efficiency of the employees is enhanced.  If same procedure and standards are followed then it will give a positive impact on the customers. As it will create a positive image in the mind of the customer and also the enhancement can be seen in goodwill of the company (Goetsch and Davis, 2014).

 Inform consent is related to the healthcare. In this, the customer should give correct information to the doctor about the symptoms and the problems. By this, the doctor can enhance the level of satisfaction of the customer by giving proper treatment. It is a method in which the doctor should give proper treatment and should disclose correct information to the patient so that the correct treatment can be taken into consideration by the patient.

The rights and responsibility that should be explained are:

Rights are:

• To be safe from harm and abuse: The customer has the right to be safe from harm and abuse and also to avail the services in a proper manner.
• To be given respect and kindness: Customer has the right to achieve respect and kindness from the service staff. The needs and wants of the company should be kept on priority so that the customer feel satisfied with the product or the services.
• To expect high-quality services: The customer expects the high-quality services that are offered to them. The services that are offered should be good in quality and also satisfy the needs and wants of the consumers.
• To attain the information that assists to make correct decisions and choices: It is the right of the customer to attain the information that helps them to take corrective decisions and also to avail proper services and products.
• To make a complaint or give feedback: The customer has the right to give feedback that is very beneficial for the company. Feedback should be taken in a positive way so that the improvement can be done. The customer also has the right to complain about the product. If the complaint is received from the customer, then the company should try to solve it immediately.
• To keep the personal information safe: The customer expects that the personal information should be kept safe by the company. If the personal information of the consumer is leaked by the company, then it will give negative impact on the image of the company.

Responsibilities are:

• The customer has the responsibility to treat individuals with proper respect. Proper respect should be given so that the customers feel satisfied and also comfortable in purchasing the product.
• The customer has the responsibility to estimate the costs of product and also to purchase the items if the satisfaction level is enhanced by using it (Long, 2013).
• Cooperation with the consumer protection authorities should be there so that the fraud can be reported in a proper manner.
• The main responsibility of the consumer is to examine the goods and also to ensure that the products are not defective.

Six communication mediums that are used to conduct regular communication with the customers are:

• Email: It is a method that allows communicating with the clients in an effective manner. The emails are sent to the clients with the short content. Email is a good source where the multiple parties are kept in a loop for conducting a proper communication. Also, a record is maintained that can be easily accessed. With the email, the company can easily give information to the customer. It is an effective method that saves time and money (Peppers and Rogers, 2017).
• Phone: Phone is considered as the best method for communicating with the clients.  For communicating with the client the company can easily use phones. It helps the organization to attain the feedback and response in a quick way. It is also a method through which the care can be shown of solving the issue and also apology can be made.
• Skype: It is also the method that can be used for effective communication. Through this international and national calls can be conducted in an effective manner.
• Social media (Facebook, Twitter): One of the important methods to stay in touch with the clients is with the use of social media. The company can use social media to share updates, contents with the consumers.
• Newsletters: It can also be used by the company to communicate with the clients. It has given success to many organizations.
• Snail Mail: It is a method that is used by many organizations to communicate with the clients. There are many online groups who consider snail mail as an effective medium of communication (Timoshenko and Hauser, 2017).

Staff should have proper knowledge of the product, as it helps to give accurate information to the customers. If the proper knowledge of the product is possessed by the staff, then it can be easy to explain its benefits and also to induce the customers to buy the product. If the proper advantage is explained to the customer, then it can result in the positive outcome for the organization.

References

Goetsch, D.L. and Davis, S.B., 2014. Quality management for organizational excellence. Upper Saddle River, NJ: pearson.

Long, M., 2013. Fleets moving to smaller trucks: companies stepping down in class size to cut costs, meet customer needs. Light & Medium Truck, 26(8).

Peppers, D. and Rogers, M., 2017. Evolution of Relationships with Customers and Strategic Customer Experiences. Managing Customer Relationships: A Strategic Framework, pp.3-42.

Timoshenko, A. and Hauser, J.R., 2017. Identifying customer needs from user-generated content.