Assessment 3 customer service-
BSBCUS501C Manage Quality Customer Service
1. Define customer behaviour research
Customer behaviour is the studied of the consumer who use the product or services. The studied of their lifestyle, ideas, needs even their experience that can access their requirement. Whenever the company do the research, that means the company want to access the customer ‘s mind and the question that they always use to ask the customer is why do they satisfy this product? What is their preference in choice s of products? Etc. The company will use this research to find out the area that need to improve or the strength that the company can use to win over the competitors. The customer behaviour research is based on payer and buyer .
2. Identify 8 factors that influence customer behaviour
3. Customer behaviour is influenced by perception. Define “perception” in this context.
Perception : The customer will select, organise and interpret the information in a way that will support what the consumer believe.Perception of the customer is from their experiences, what they believe, their attitudes and this is the way the marketer will try to access to the customer by retaining the information that they believe or accept.
4. Identify three broad categories of customer needs.
Physical: fed, clothed, shelter, health care
Emotional: touched, hugged, complimented, made to feel worthy/special, taught boundaries, right from wrong, make to feel safe at home, secure with parents.
Social: interaction with others the same age, shown age appropriate activities, taught how to function in groups/society.
5. In relation to your own work role, identify the channels that you may use to seek customer feedback in order to research their needs.
6. When analysing whether you are meeting customer needs, what customer related metrics could you use?
There are 6 metrics to analyse and use.
7. What is CRM and what does it involve?
Customer relationship management (CRM) involves all aspects of interaction that a company has with its customers, whether it is sales or service-related. While the phrase customer relationship management is most commonly used to describe a business-customer relationship (B2C), CRM systems are also used to manage business to business to business (B2B) relationships. Information tracked in a CRM system includes contacts, clients, contract wins and sales leads and more.
8. What are the 2 main goals of CRM?
9. What does the law require, in terms of product quality?
Quality control, or QC for short, is a process by which entities review the quality of all factors involved in production.
This approach places an emphasis on three aspects:
10. How would you ensure that clear Customer Service Standards (CSS) are communicated to all stakeholders?
11. When designing Customer Service Standards, identify the key areas that you would include.
Complaints: What a customer does when they are unhappy. They complain to friends, on social media, and even sometimes to you. Your business reputation is only as good as your customer’s last experience. Everyone that interacts with your customers should understand this.
Feedback: Giving the customer the opportunity to tell you what they think in many ways at…...
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