SECTION 1: ADVISE ON CUSTOMER SERVICE NEEDS
Activity 1
16/05/2015 01:42PM
1
Why is it necessary to clarify and accurately assess customer needs and what communication processes might be utilised to do this? Upload your answer for assessment.
1.docx (12.2 KB)
Trainer Comments
16/06/2015 01:24PM
Good
2
The customer, not the organisation, should determine product style, product quality and the service offered. Organisations must move away from producing whatever their factories are capable of, to producing what the clients/ customers require. What does this mean and why is it so necessary to communicate with and listen to clients/ customers – both current and prospective?
This means that customers chose what product meets their needs so if the organisations do not focus their products to what they want, they can just go to another organisation. So it's very important to communicate with clients/customers in order to know what they want and be able to offer it to them.
Trainer Comments
16/06/2015 01:25PM
Good
Activity 2
16/05/2015 01:42PM
1
Explain how you might: diagnose problems matching service delivery to customers develop options for improved service provide relevant and constructive advice to promote the improvement of customer service delivery
I would diagnose problems matching service delivery to customers by constantly monitoring operations so I could identify problems earlier. This can be done by examinating sales/supply figures and customer feedback.
Analysing all the data collected I would be able to notice which are the problems and then develop options to improve service. Always taking into account that everyday changes can happen so I would keep on monitoring service delivery day by day.
To provide relevant and constructive advice to promote the improvement of customer service delivery is necessary to take into consideration complacency stems from different causes like: poor management practice, inneficient customer/company communication systems or satisfaction with comfort zones and the status quo.
Trainer Comments
16/06/2015 01:27PM
Okay
2
Assess your attitude toward customer service by completing the activity here. Upload your answer for assessment.
Act2_2.doc (146 KB)
Trainer Comments
16/06/2015 01:28PM
Good
3
As a result of your self-assessment, what things do you think you need to work on to improve the service you provide for customers and what constructive advice might you give to others?
To improve the service I provide for customers I should work on being more motivated, on enjoying giving a good service to the customers so that if I feel better by doing it I will work harder on giving a good service.
An advice to others is that giving a good service to customers can be fullfilling and also productive because the better you attend them, the better your organisation will run and so you will feel better as well.
Trainer Comments
16/06/2015 01:28PM
Good
Activity 3
16/05/2015 01:42PM
What technological applications might be used in business to structure and present information on customer service needs? How might these applications be used (where appropriate, give work-based examples) and what are the advantages of using them?
Internet and webpages can be used to structure and present information on customer service needs. These application can be used to send e-mails, reports, newsletters, training programs or courses, powerpoints and a wide range of digital materials.
The main advantage of using technological applications is that will ensure that all the staff are kept up-to-date, regarding what the organisation wants from them, any changes in the market, in customers needs, new trends and in general any important update that may be important to their work.
Internet is nowadays the fastest way of communication, it is always available for all the workers and can be updated easily, so the organisation webpage can be used to keep them aware from all the changes and all relevant information for them to be