Customer Service

Topics: Management, Customer service, Customer Pages: 2 (635 words) Published: July 30, 2013
Question One: Detail the methods and procedures that might be used by an organisation to communicate with customers to identify and agree on product/ service specifications. It is crucial to be aware that customer expectations and needs will change from time to time and will be affected by market trends, fashions and changes in external environments. This means the business plans need to be adapted to changing needs of customers and is important that organisations communicate with its customers. Profiling is a method to understand the needs of the customers. Profiling enables organisations to identify its customer’s wants and needs and in turn bring in the best return for the marketing dollar.

Question Two: Consider this scenario. You have been asked to explain to employees that you supervise what a business plan is and why it is important to have a business plan that focuses on customer service. Write a transcript of what you would say to them. A business plan is a statement and description of the business goals and objectives, the reasons why they are believed to be attainable, and an outline of the strategies that will be followed to reach those goals, both long and short term. It is essential to have a business plan that focuses on customer service as studies have shown that approx. 70% of customers will leave a business and buy at another business selling the same goods or services if they feel they have received poor costumer service. As all businesses strive to be successful, we cannot afford to lose customers over poor customer service!

Question Three: Make a list of the steps you would take and the processes you would put in place to identify the quality and delivery standards to which teams should adhere and to monitor and manage team performance so that it consistently meets organisational quality and delivery standards. PAGE 9 Teams will set goals and objectives that contribute to the success of organisation goals, in this case quality and...
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