Address Customer Need4

Address Customer Needs

Assessment 4

1.

External customers are also external to the organization supplying the good or service, but most internal customers are not.

The external customer is the ultimate consumer of the company’s goods or services, but the internal customer only facilitates the delivery to the external customer. The internal customer can be a coworker within the company, such as a worker in a different department. An internal customer can be part of an external organization that is intimately linked in with the company by providing services such as delivery of the goods to the external customer.

2.

Communication – Communication is essential, whether it is face-to-face, over the phone, or via email. Personal one-to-one contact lets your customers know how valued they are. Every customer deserves a response, so create a follow-up protocol to ensure enquiries are dealt with in a timely manner.

Consistency– customers like to be confident in the knowledge that they will receive a high level of service every time they shop with you. It’s important to instil in your employees the value your business places on customer care.

3.

Arrogance – customers do not like arrogant workers and customer service staff. This means staff that mean seem arrogant and egotistic.

Errors – another bad quality of customer service is making errors. Making errors will seem unprofessional and will damage the reputation of the company.

4.

Minimum – has done the minimum amount of work to get the job done, customer may not be satisfied

Expectations met – has only just satisfied the customer

Expectations exceeded – customer is happy with the service and the business has provided a good service

Exceptional – has provided the best service the customer could expect.

5.

Feedback Form

When they have completed their service or have used their product, they should be given a feedback form to fill out about their experience and how they felt about the product or service.

Ask them directly

Ask them directly, such as waiter asks the customer how their food is and if there is anything else they need.

6.

Benefits of complaints

Identifies weaknesses

Identifies customer expectations

Helps you understand the customer needs and wants

Can target which areas need improvement and how.

7.

This is the strategy to improve the quality of service by monitoring the quality of each service and making sure that the quality is kept high as possible. this will improve the staff morale to be more quality service and also provide better client needs.

8.

A written set of customer service standards will not only provide an organization with a set of goals, it will set benchmarks that can be used to monitor and improve service standards.

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l not only provide an organization with a set of goals, it will set benchmarks that can be used to monitor and improve service standards.

Written standards can be a valuable training resource, and can help ensure that service is not only high, but also uniform across an organization.

Service standards can also form a valuable part of marketing material, whether in print or web form. They let customers know the quality of service they can expect and provide avenues for customer feedback, so that service can be continuously improved.

9.

Staff at all levels are consulted on and involved in the writing of the standards.

Standards take into account the needs of internal customers and external customers.

Standards take account of the strategic objectives of the College.

In identifying quality characteristics, precise and measurable standards of service are specified.

All obligations detailed in the College Charter are included.

Targets set are demanding but achievable.

10.

Participative management technique within the framework of a companywide quality system in which small teams of (usually 6 to 12) employees voluntarily form to define and solve a quality or performance related problem. The purpose of quality circles are to help Pinpointing, examining, analyzing and solving problems in areas including knowledge management, innovation, work relations, quality, productivity, safety, cost, etc.

11.

Customer service handles company issues in stores, over the phone and even by email. Companies that produce highly technical products, such as software or satellite television, often have technical support staffs to resolve problems. Customer service is important to an organization for a number of reasons. Foremost, it would be difficult for a company to survive without customer service, as there would be no one available to handle payments or answer questions from prospective customers.

12.

The management has the roles and responsibility to:

Ensure that all workers understand the customer service policies and procedures

Identify customer needs and wants

Collect feedback and deal with complaints

Make sure that all customers are dealt with effectively.

13.

New technologies

New laws

New policies and procedures

New customer needs

New customer trends

Changes in supply and demand

14.

To run a business in Australia you need to operate fairly and ethically and that means working within the confines of the Trade Practices Act as well as the Fair Trading laws in your respective State and Territory. Many industries have specific codes of practice providing a minimum standard of protection to consumers. As an individual business you might consider creating a service charter outlining your standards and in turn giving your customers…

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