Assessment 3 customer service-

Assessment 3

BSBCUS501C Manage Quality Customer Service

Questions

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

Social factors

cultural factors

economics factors

psychological factors

personal factors

perception factors

purchasing power

marketing factors

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.

SMS

Email

Person-to-person interviews

Contact Forms

Through Websites

Letters

6. When analysing whether you are meeting customer needs, what customer related metrics could you use?

There are 6 metrics to analyse and use.

Customer expectations vs perception

Likelihood to recommend to friends

Customer experience vs ideal experience

Overall satisfaction

Affective and cognitive satisfaction

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Affective and cognitive satisfaction

Repeat purchase intention

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?

The biggest benefit most businesses realize when moving to a CRM system comes directly from having all your business data stored and accessed from a single location.

Other benefits include a 360-degree view of all customer information, knowledge of what customers and the general market want, and integration with your existing applications to consolidate all business information.

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:

Elements such as controls, job management, defined and well managed processes, performance and integrity criteria, and identification of records

Competence, such as knowledge, skills, experience, and qualifications

Soft elements, such as personnel, integrity, confidence, organizational culture, motivation, team spirit, and quality relationships.

10. How would you ensure that clear Customer Service Standards (CSS) are communicated to all stakeholders?

Meetings – I can use meetings to discuss and communicate any strategies, or any new information that needs to be announced. Meetings are effective because the company can make sure that all attendees understand the changes or new information.

Emails – emails should also be done, additionally with meetings. The emails can be electronic copies for the staff to hold and read whenever they have forgotten a detail or key piece of information about the change. Emails are effective, because they are free and instant. One downfall is that it is common for many emails to be forgotten or unread.

Notice Boards – notice boards are good for workers that want to check for any notices or announcements in the workplace. Notice boards are not as effective, because they are not read by every person.

Interviews – Using interviews are similar to meetings, however interviews are much smaller. Usually interviews, will only have a few people attending an interview. This makes the discussions for open and people can provide their full opinion to a company.

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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