Manage Quality Customer Service

Instruction to Students1. Youmustrightallyouranswersinthespaceprovidedinthepaper.2. Markswouldbeawardedforworkingandclarityof expression.3. Therearenine(9)questionsandall arecompulsory.4. WriteyourFullnameandIDnumberinthespaceprovidedbelow.5. Thisassessmentis markedasCompetentorNotYetCompetentPlease note this file contains 1370 words which you need to deduct when counting the words at the end.Fullname:StudentID:Feedback:C NYCTask 1 – Whoaretheinternalandexternalcustomersofyourorganisationwhereyouwork?Externalcustomersareindividuals,groups,orcompaniesoutsideanorganisationwhoreceivegoods orservicesfromthat organisation.List theexternalcustomersofyourorganisation. CompanyGroupIndividual– JobtitleAtypicalorganisationcanbedividedintocoreactivitiesandserviceactivities,andeachhasa specificrelationshipwitheachother.Listtheinternalcustomersofyourorganisation.IndividualsGroupsDepartmentsTask2-CustomerResearchWhataretheadvantagesanddisadvantagesofeachofthemethodsdetailed inthetable for determiningcustomerneeds?Method Advantages DisadvantagesInformal discussionFocusgroupsPersonalvisitSuggestionboxThankyoucallsMailquestionnairePhone questionnaireOutside researchersWhichmethodbestsuitsyourteam/department/organisation?Why?……………………………………………………………………………………………………………………….……………………………………………………………………………………………………………………….……………………………………………………………………………………………………………………….Task3-Listeningtocustomers1. Chooseoneofthetipsforlisteningtocustomersandexplainhowitcouldbeimplementedinyour organisation–forexample,gettingcustomerfeedbackviaa customersuggestionbox.2. Doyoufeel thatyouareanactive listener?Why/Whynot?3.Explainaninstancewhenyouexperiencedpoorcustomerservice.DoyoustillusethisserviceProvider?4.List reasonswhyyouenjoyworkingwitha particularinternalcustomerinyourorganisation?Task4-Customerservice1. Chooseoneexternalcustomerandindicatethefeaturesthattheywouldseekforeffective customerservice.Rankthesefrom1 (mostimportant)to12(leastimportant).Valueformoney QualityReliabilityTimelinessCleanlinessAtmosphereFriendliness/EmpathyRangeofproducts/serviceExpertiseConvenienceSecurity/QuietnessPrivacy2. Chooseoneinternalcustomerandindicate thefeaturesthat theywouldseekforeffectivecustomerservice.Rankthesefrom1(mostimportant)to12(least important).Valueformoney QualityReliabilityTimelinessCleanlinessAtmosphereFriendliness/EmpathyRangeofproducts/serviceExpertiseConvenienceSecurity/QuietnessPrivacy3. Identifyoneinternalcustomerandoneexternalcustomerofyourdepartment,andidentifytheir particularindividualneeds.InternalcustomerNeedsPositionLocationExternalcustomerNeedsPositionLocationCustomerserviceprofessionalandethicalbehaviour4.Usingeachofthesekeyattributesasa guide,describeunderneatheachheadingwhatprofessional behaviourareexpectedinyourworkplace.AppearanceAttitudeWorkhabitsLoyaltyCommunicationRespectTask 51.Does your organisation have a TQM policy inplace?What are the main features ofthis policy?2. What will happen if you don’t continuously improve our customer service?3. Do you treat your colleagues as you expect them to treat our customers?4. Complete each of the sentences in providing feedback to Team members!Ten steps for giving feedbackStep 1: Get to the point• The purpose for this meeting is…• I asked you here to discuss…• I want to spend some time discussing how you…Step 2: State why you are having this conversation• I have a concern about….• A problemhas occurred in…Step 3: Describe what you know• I saw…• When I was told, I looked into the issue by…Step 4: Describe the consequences of the continued behaviour• Ifthis continues, then…• In looking at this situation as a customer would, it appears…Step 5: Describe howyou feel about what you know• I amvery concerned about…• I do not think it is right that…• I amupset that errors inthe function keep occurring…Step 6: Encourage the other partyto give their side of the story• Now, that’s what I know, but what is your view…?• Is that the way you saw it…• OK, now what is your reaction?Step7:Askasmanyquestionsasyouneedtounderstandthesituationfromtheother person’s perspective• Well, how do you know that…?• And then what happened?• If you did that, then why did…?Step8:Decidewhatspecificactionsmustbedone,when,andcommunicatethattothe other party• I believe you must…?• In the next meeting, as point 4 in the agenda, you will…Step 9: Summarise the conversation• Let’s recap. You will…and I will…Step 10: Followup• I will contact you next…• Personalisedservice?5. one way to build customer loyalty is to provide customers with personalised service. After reading the statement above, write your response toeach question below.a. Why is it desirable to build customer loyalty?b. What methods does your organisation currently use to provide personalised service?c. What additional strategies could be employed by your teamto provide personalised service?d. What impact will personalised service have on your future business?Task 6 – Communication – keeping it positiveRephrasethefollowingstatementsandturnthemintopositivestatements.NegativestatementPositivestatementWecan’tdeliverthegoodsuntiltomorrow.Wedon’thavethatitem.You’llhaveto waityourturn.I don’tknow…That’snotmyjob…There’snothingIcandoaboutthedelivery.Makea list ofgroundrulesfortypesofstatementswhichshouldbeavoidedwhencommunicatingwithcustomers.Forexample:Avoidputtingthecustomerdown.What’sinitforme?List any‘rewards’thatyoumayreceiveby payingparticularattentiontoyourcustomersPersonalrewardsCareerrewardse.g.Communicationskillse.g.PromotionWhatdoyoufeel areyourpersonalcustomerservicestrengths?Whatcustomerserviceskillswouldyoulike todevelopfurther?Whatarethebenefitsofhavinga company-widecustomerserviceapproach?Writedownwhatexcellentcustomerservicemeanstoyou.Servicediffersfromgoodsinthat: Goods=TangibleproductsService=IntangibleprocessesGoodsprovidedbyyourcompanyordepartmentinclude:Servicesprovidedbyyourcompanyordepartmentinclude:Inrecenttimescustomerservicehasbecomeoneofthemostvital componentsofanybusiness formulaforsuccess.Societyhasgonethroughrapidchangesinrecentyears,andthesechangeshave ledtonewvaluesandbehaviourpatternsforall ofus.Discusshowthevaluesandbehaviourofyourexternalcustomershavechangedoverthelast three years?Howdo I develop management systems and standards tomeet customer needs?Discuss what you understand by thetermservicevision.Does your organisation and/ordepartment have a service vision?If not, design one.Does your department have standard operating procedures for different tasks in your work?If so, explain one of them. Ifnot, develop one for a major task in your job.In your observation are operating procedures followed?Why/Why not?What are some of the tools that you can use to obtain customer feedback regarding organisation/department operating procedures?Task9Developingoperatingprocedures?Foreachoftheareasorissuesidentifiedinyourorganisation,writeaperformancestandard intheright-handcolumn.Example:Key issuesStandarde.g.ApproachingcustomersAllcustomersmustbeapproachedoracknowledgedimmediately afterenteringthestore.e.g.TelephoneintroductionThetelephonemustbeansweredwithinthreerings.When answeringthetelephone:• greetthecustomerenthusiastically,e.g.‘Goodmorning/afternoon’.• statetheorganisationname,e.g.‘X Australia’.• statetheirownname,e.g.‘ThisisJohn’.• offerassistance,e.g.‘HowmayIhelpyou?’.Key issueStandardServicetypesWhichtypeisyourorganisation?Whichtypeisyourdepartment/team?Whatkeyactionsareneededinyourteamto movecloserto‘quality’?Featuresofservice-orientedorganisationsfocusedoncustomerneeds?Iscustomerservicereallyimportanttoyouandtheorganisation?Explainwhy.Whatpressures,bothinternalandexternal,encourageyoutoimproveyourcustomerandclientservice?Whatwill happenifyoudon’tcontinuouslyimproveourcustomerservice?Iscustomerserviceenshrinedinyourmissionstatement?Howisyourmissionstatementcommunicatedtostaff?Howcanthisbeimproved?Isyourcultureorientedtowardscustomerservice?Doyoutreatyourcolleaguesasyouexpectthemtotreat ourcustomers?