Manage Quality Customer Service
Instruction to Students
1. Youmustrightallyouranswersinthespaceprovidedinthepaper.
2. Markswouldbeawardedforworkingandclarityof expression.
3. Therearenine(9)questionsandall arecompulsory.
4. WriteyourFullnameandIDnumberinthespaceprovidedbelow.
5. Thisassessmentis markedasCompetentorNotYetCompetent
Please note this file contains 1370 words which you need to deduct when counting the words at the end.
Fullname:
StudentID:
Feedback:
C NYC
Task 1 – Whoaretheinternalandexternalcustomersofyourorganisationwhereyouwork?
Externalcustomersareindividuals,groups,orcompaniesoutsideanorganisationwhoreceivegoods orservicesfromthat organisation.
List theexternalcustomersofyourorganisation. Company
Group
Individual– Jobtitle
Atypicalorganisationcanbedividedintocoreactivitiesandserviceactivities,andeachhasa specificrelationshipwitheachother.Listtheinternalcustomersofyourorganisation.
Individuals
Groups
Departments
Task2-CustomerResearch
Whataretheadvantagesanddisadvantagesofeachofthemethodsdetailed inthetable for determiningcustomerneeds?
Method Advantages Disadvantages
Informal discussion
Focusgroups
Personalvisit
Suggestionbox
Thankyoucalls
Mailquestionnaire
Phone questionnaire
Outside researchers
Whichmethodbestsuitsyourteam/department/organisation?Why?
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Task3-Listeningtocustomers
1. Chooseoneofthetipsforlisteningtocustomersandexplainhowitcouldbeimplementedinyour organisation–forexample,gettingcustomerfeedbackviaa customersuggestionbox.
2. Doyoufeel thatyouareanactive listener?Why/Whynot?
3.Explainaninstancewhenyouexperiencedpoorcustomerservice.DoyoustillusethisserviceProvider?
4.List reasonswhyyouenjoyworkingwitha particularinternalcustomerinyourorganisation?
Task4-Customerservice
1. Chooseoneexternalcustomerandindicatethefeaturesthattheywouldseekforeffective customerservice.Rankthesefrom1 (mostimportant)to12(leastimportant).
Valueformoney Quality
Reliability
Timeliness
Cleanliness
Atmosphere
Friendliness/Empathy
Rangeofproducts/service
Expertise
Convenience
Security/Quietness
Privacy
2. Chooseoneinternalcustomerandindicate thefeaturesthat theywouldseekforeffective
customerservice.Rankthesefrom1(mostimportant)to12(least important).
Valueformoney Quality
Reliability
Timeliness
Cleanliness
Atmosphere
Friendliness/Empathy
Rangeofproducts/service
Expertise
Convenience
Security/Quietness
Privacy
3. Identifyoneinternalcustomerandoneexternalcustomerofyourdepartment,andidentifytheir particularindividualneeds.
Internalcustomer
Needs
Position
Location
Externalcustomer
Needs
Position
Location
Customerserviceprofessionalandethicalbehaviour
4.Usingeachofthesekeyattributesasa guide,describeunderneatheachheadingwhatprofessional behaviourareexpectedinyourworkplace.
Appearance
Attitude
Workhabits
Loyalty
Communication
Respect
Task 5
1.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 feedback
Step 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 positive
Rephrasethefollowingstatementsandturnthemintopositivestatements.
Negativestatement
Positivestatement
Wecan’tdeliverthegoodsuntiltomorrow.
Wedon’thavethatitem.
You’llhaveto waityourturn.
I don’tknow…
That’snotmyjob…
There’snothingIcandoaboutthedelivery.
Makea list ofgroundrulesfortypesofstatementswhichshouldbeavoidedwhencommunicating
withcustomers.Forexample:Avoidputtingthecustomerdown.
What’sinitforme?
List any‘rewards’thatyoumayreceiveby payingparticularattentiontoyourcustomers
Personalrewards
Careerrewards
e.g.Communicationskills
e.g.Promotion
Whatdoyoufeel areyourpersonalcustomerservicestrengths?
Whatcustomerserviceskillswouldyoulike todevelopfurther?
Whatarethebenefitsofhavinga company-widecustomerserviceapproach?
Writedownwhatexcellentcustomerservicemeanstoyou.
Servicediffersfromgoodsinthat: Goods=Tangibleproducts
Service=Intangibleprocesses
Goodsprovidedbyyourcompanyordepartmentinclude:
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?
Task9
Developingoperatingprocedures?
Foreachoftheareasorissuesidentifiedinyourorganisation,writeaperformancestandard intheright-handcolumn.
Example:
Key issues
Standard
e.g.Approachingcustomers
Allcustomersmustbeapproachedoracknowledgedimmediately afterenteringthestore.
e.g.Telephoneintroduction
Thetelephonemustbeansweredwithinthreerings.When answeringthetelephone:
• greetthecustomerenthusiastically,e.g.‘Goodmorning/
afternoon’.
• statetheorganisationname,e.g.‘X Australia’.
• statetheirownname,e.g.‘ThisisJohn’.
• offerassistance,e.g.‘HowmayIhelpyou?’.
Key issue
Standard
Servicetypes
Whichtypeisyourorganisation?
Whichtypeisyourdepartment/team?
Whatkeyactionsareneededinyourteamto movecloserto‘quality’?
Featuresofservice-orientedorganisationsfocusedoncustomerneeds?
Iscustomerservicereallyimportanttoyouandtheorganisation?Explainwhy.
Whatpressures,bothinternalandexternal,encourageyoutoimproveyourcustomerandclient
service?
Whatwill happenifyoudon’tcontinuouslyimproveourcustomerservice?
Iscustomerserviceenshrinedinyourmissionstatement?
Howisyourmissionstatementcommunicatedtostaff?Howcanthisbeimproved?
Isyourcultureorientedtowardscustomerservice?
Doyoutreatyourcolleaguesasyouexpectthemtotreat ourcustomers?
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