Assessment 2 customer service pooh




Assessment 2 customer service pooh

Assessment 2 BSBCUS501C Manage Quality Customer Service

Task 1


No matter the size of your business, excellent customer service needs be at the heart of your business model if you wish to be successful. It is important to provide good customer service to all types of customers, including potential, new and existing customers.

Great customer service can help to:

  • increase customer loyalty
  • increase the amount of money each customer spends with your business
  • increase how often a customer buys from you
  • generate positive word-of-mouth and reputation
  • decrease barriers to buying (for example, if your business has an excellent reputation of customer service for refunds, you’re more likely to entice a hesitant buyer to purchase from you).
  • Purpose of this report

    This report is created to discuss the customer service strategies used to provide customer service to our customers at the tourism company. it is important to know the exact customers that we are targeting and the needs that they have. Meeting their needs satisfies the customers and this report explain the importance of meeting customer expectations, as well as how to identify and meet them through your customer service.

    Description of organisation and departments and services

    Friendly Properties Pty Ltd = a group of self-motivated, well trained professionals – Real Estate Agents, Business Agents, Property Managers. With only one ultimate goal in mind, that is striving to achieve the best for each appointed assignment using our accumulated experience plus market knowledge, we are proud of being well-known within the society as we aim to deliver top results for our clients at all times. We believe that “the more you get and the more we get”

    In the past years we have gained a reputation by providing the professional Real Estate related services in the area, including business selling, property management, renting, selling, auctioning, all kinds of properties mainly residential, industrial and commercial properties within New South Wales. We also specialise in marketing various sizes, different types of “Off the Plan” projects; overseas in particular Asian countries and of course, locally. Since the early 90’s we have helped many non-Australian residents in finding the best property investment opportunities within New South Wales, we provide a “one stop shop” service – you select the property and we will do the rest for you.

    The customers are very diverse because the Sydney City is so diverse.

  • Age – 30-60
  • Gender – Both Men and Women
  • Nationality – 50% Chinese, 20% Australian, 30% international
  • Income – income is medium to high
  • Location – the location of most customers of friendly properties are staying in the Sydney CBD or Around the area.
  • Customers are generally customers that are looking for a new house to live in, or investing in property. Both these things are very important and customers must take a lot of time to decide and consider the right home for them

    Methods used to research

    Advertising and promotion research

    You can gather information about the effectiveness of your advertising by gauging:


    Assessment 2 customer service pooh
    Last updated: Feb 2024

    Page 1

    ation about the effectiveness of your advertising by gauging:

  • your customers’ likely responses to your marketing and promotional strategies through testing in a forum such as a focus group
  • the effectiveness of each of your past and planned promotional techniques through analysis of sales data.
  • Customer satisfaction studies

    You can determine how satisfied your customers are with your product quality and your customer service by surveying customers using:

  • informal methods such as conversations with staff or product and service scorecards
  • questionnaires that target past and present customers.
  • Consumer decision process research

    You can work out what motivates your customers to buy, and what decision-making process they use, through:

  • your own surveys and questionnaires
  • survey results gathered through market research relevant to your industry.
  • Positioning research

    You can work out how your customers and potential customers view your products and performance compared to competitors’ by researching:

  • the sales figures for each of your market segments
  • the attitudes of customers within each market segment.
  • Brand testing

    You can determine how your customers feel about your brand and product names by:

  • using focus groups and surveys designed to assess emotional responses to your product and brand names
  • engaging branding researchers to study your brand’s performance in your market using existing available brand research.
  • Summary of:

    Customer characteristics

    Customer needs

  • affordable prices
  • high quality service
  • convenient and suitable
  • good communication
  • dietary requirements
  • flexibility
  • Customer service skills needed

  • Communicating effectively with the customer, including challenging conversations
  • Setting and resetting customer expectations
  • Delighting the customer
  • Building customer confidence
  • Providing a winning customer experience
  • Growing the customer relationship
  • Managing opportunities
  • Meeting the customer’s needs with a team approach
  • Conclusion

    Good customer service is the lifeblood of any business. You can offer promotions and slash prices to bring in as many new customers as you want, but unless you can get some of those customers…


    Assessment 2 customer service pooh
    Last updated: Feb 2024

    Page 2

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