Assessment 2 quality customer service

$10.00

Category:

Description

Assessment 2 quality customer service

Assessment 2

Task 1

Organisation

Café

Introduction

Effective customer needs report is dependent on two factors: (1) knowing what customer inputs are needed to create improved and breakthrough products, and (2) knowing how to capture them. Much has been written about customer needs analysis and the importance of understanding the customer. Companies spend considerable time and money towards this end. Yet, companies rarely know all their customer’s needs.

Success in innovation doesn’t come from understanding the customer. It comes from a deep understanding of the job the customer is trying to get done. After all, it is the desire to get a job done that causes customers to buy a product or service in the first place. This means that customer needs analysis must focus on the job the customer is trying to get done. This notion has led us to create a whole new way to define, capture, and use customer needs to create breakthrough products and services.

Purpose

There are 6 Principles of the Needs Report

  • The opinion of customers is essential to unify a diverse, opinionated design team, and their opinion should transcend the desires of your design team.
  • Market research is essential to unify customer opinions, and to use quantitative and qualitative research to find the best direction for product or service designs.
  • Appeal to the lowest common denominator in customer needs. Marketing to the lowest skill levels results in the largest potential market. In other words, follow the KISS principle – “keep it simple, stupid”.
  • Do comprehensive beta tests of your products over a long period of time to allow adequate adjustments before “freezing” your product for the final manufacturing stage.
  • Continue to monitor user feedback after the product launch, and address defects quickly and keep an accurate record to apply to future releases, if they cannot be addressed immediately in the current product.
  • Elegant designs are the end product of successful needs analysis, and will put your product head and shoulders above industry peers.
  • Organisation’s Products and Services

    In the Sweet Prince Cafe We make a range of beverage (including hot and cold drink) such as Cappuccino, café’ latte’ Flat White, Long black, Shot Back, Mocha, short macchiato, Vienna, Affogato, Frappatoria (cold) Soy, Decaf/ extra Flavour, hot chocolate, hot tea, milk shake and ice- chocolate, breakfast including toast house Baked Banana bread, bacon and egg rolls, traditional porridge, pancake of the day, eggs benedict, and also we do the desert as well such as any kinds of cake, pavlova, passion fruit soufflés and white chocolate & honeycomb mousse.

    Our products are good quality it is make from Arabica coffee beans which is low caffeine content, sharp in taste and flavor some full-bodied coffee. By the way we make a coffee cup with a colorful to attract to a customer and also we usage of the package after you finishes it in order to help our global we use recycle paper for our packaging or some of our packaging customer can use for collect the different type of cup. And also the customer can recycle the coffee cup to a water cup after there finish there coffee.

    ......

    Assessment 2 quality customer service
    Last updated: Feb 2024

    Page 1

    after you finishes it in order to help our global we use recycle paper for our packaging or some of our packaging customer can use for collect the different type of cup. And also the customer can recycle the coffee cup to a water cup after there finish there coffee.

    Methods for Research Customer Characteristics and Needs

    Existing data: Sometimes the solution is sitting right in front of you. Review old survey results, recordings of customer interviews, and customer-support call logs. There’s no point in funding an extensive and expensive research campaign if the data you need is already collected. Save the budget for data you don’t have and more advanced questions you’ll need to get answered.

    Stakeholder interviews: Start with sales and support teams. They know the product and the customer. They often have a list of feature requests, bug reports, and enhancements–straight from the customer’s mouth. Combine these to generate a preliminary list of requirements. Look for patterns, but don’t automatically dismiss one-offs–look to corroborate them with findings from other methods.

    Customer interviews: Ask customers what problems they have and what features they want. Use the “Five Whys,” a technique that helps you get at needs that people don’t even know they have, needs that no one has recognized before. Even when customers can’t articulate their needs clearly, a skilled interviewer can often gain insights that lead to successful innovations. 

    Voice-of-the-customer surveys:  These surveys collect data, from email or from a pop-up on a website, about the attitudes and expectations of existing or prospective customers. Use a mix of open-ended and closed-ended questions to see what produces the most useful data. While customers aren’t necessarily good at identifying their needs, this type of survey often yields data from which a trained analyst can discern customer goals, challenges, problems, and attitudes–and then recommend opportunities.

    Competitive analysis:  Consider using research firms who might present a more objective face to customers who engage with your organization and its competition. Consider using the SWOT matrix, which identifies competitors’ strengths, weaknesses, opportunities, and threats. SWOTs can be used for a brand, product, or even an experience. Define the competition both narrowly and broadly.

    Customer Characteristics

    Sweet Prince Cafe has a large number of target markets. The main target for Sweet Prince Cafe are business people around 25-40 years old who are working and have medium to high paying jobs. This age group has been recorded to be almost half of Sweet Prince Cafes total customers.

    The other large target audience for Sweet Prince Cafe is young adults aged 18 to 24. This age group has been recorded to have about 40% Sweet Prince Cafes total sales. So these two age groups are responsible for almost all of Sweet Prince Cafes sales.

    Sweet Prince Cafe must make sure that the Sweet Prince…

    ...

    Assessment 2 quality customer service
    Last updated: Feb 2024

    Page 2

    You've reached the end of your free preview.

    Want to read all pages?