ASSESSMENT: BSBCUS402B – Address Customer Needs
Assessment activity 1
1. What procedures could be implemented in a workplace to identify and analyse customer needs, wants and expectations? To identify customer needs, you should first determine who your potential customers are help you develop a more detailed picture of them and understand how to target them. Your workplace could implement a system where all existing customers are either sent out a survey or given a phone call to determine how satisfied your customers are with your service and to provide feedback on what they expect from your company. This data can then be analysed to determine what areas your company needs to improve on to keep these customers satisfied and to continue using your company. 2. What procedures could be implemented in a workplace to determine whether current products/services meet customer needs and expectations? Procedures that could be implemented in a workplace to determine whether current products and services meet customer needs are – sending out customer feedback surveys and making calls to your customers after they purchase something and find out if they were happy with it. 3. Explain why it is necessary for every person working in an organisation – regardless of what the organisation produces and regardless of the employment position of the person – to constantly be aware that the customers pay their wages? To ensure that all employees maintain a high level of services to make sure that customers continue to use their company – if not, there will be no jobs. 4. How does or will a clear understanding of this change your attitude towards customers and customer service? A clear understanding that without customers, there will be no business will hopefully change employee’s attitude towards customers to always ensure that they are fulfilling customers needs and expectations 5. Customer needs, wants and expectations will change over time. What factors will or do contribute to the changing needs of your customers?
Factors that contribute to the changing needs of customers are; age, employment, area of interest, income, moods and educational background.
6. How can you accommodate these changes?
You can accommodate these changing expectations by staying up to date with trends and spending patterns and by providing excellence in customer service and dealing with customers on an individual basis
Assessment activity 2
1. How can an organisation encourage contribution by employees to continuous improvement of customer service? By holding or organising customer service workshops and activities and possibly having a monthly “customer service excellence” award to encourage employees to provide fantastic customer service
2. What are the advantages of encouraging employee contribution to continuous improvement? Advantages of encouraging employee contribution to continuous improvement are that great customer service may be the point of difference that your company has over another, which could mean that customers will choose your company over another. 3. If you or a team/work group identified a problem or developed a new idea with regard to improving customer service, how and to whom would you present this idea? If I developed a new idea on how to improve customer service, I would prepare a presentation or proposal and then present it to the commercial manager and membership manager
Assessment activity 3
1. What processes should be in place in a workplace to explain to employees the rights and responsibilities of customers? There could be a manual in the workplace that outlines these rights and responsibilities of customers and all employees should be required to read it and sign off on it. 2. Why is it important that all employees clearly understand the customers rights? So that all employees are aware that the repercussions of non-compliance will impact on themselves as well as the workplace 3. A) How the terms of consumer...
Please join StudyMode to read the full document