Customer Service

1235 words 5 pages
1. Organisations that intend to be successful need to design products, services and product/ service bundles to meet customer needs. How can they do this and how can they ensure that the organisation’s plans achieve quality, time and cost specifications agreed with customers? What data and records might be drawn upon to make plans intended to meet customer needs?
Organisations that use market research to gather feedback from consumers regarding product design and product/ service bundles tend to be more successful that those who do not use market research as a business tool. Data received from the market research records that have been collected from any market research including surveys, questionnaires, focus groups or simply speaking
…show more content…
To ensure the employees are fulfilling the customer service requirements of the organisation, the manager or supervisor need to make sure the team members know how the organisation expects is employees to behave and what the organisation expects the team members to achieve in the workplace. Their performance should be measured and adjusted according to the organisations goals.
To assist their colleagues, if they required assistance in overcoming difficulties in customer service standards, they need to communicate with their colleagues. They should ask if there was any reason as to why they are having difficulty reaching the customer service standards of the organisation. They should reiterate the company’s customer service standards and the reasons why they need to meet and exceed customer expectations, and how it impacts on the achievement of the organisations goals. The offer of support as well as retraining, coaching or mentoring should be given by the manager or supervisor.
Kerri has noticed that Terri work performance is lacking. She is being rude to the customers and is not completing the tasks that are required to provide superior customer service.
Kerri has spoken with Terri and reiterated the organisations goals and objective in relation to customer service. She can see that Terri’s performance is lacking as she is unmotivated at work. Kerri has offered Terri a series of coaching sessions to help her be

Related

  • Customer Service Agent
    1922 words | 8 pages
  • Susan Munro, Service Customer Analysis
    1658 words | 7 pages
  • Purpose of Evaluating Customer Service Policies
    26262 words | 106 pages
  • Half.Com Customer Service
    929 words | 4 pages
  • Tesco - Customer Service
    1620 words | 7 pages
  • Communication in the Customer Service Role
    5902 words | 24 pages
  • Good Customer Service
    1718 words | 7 pages
  • Starbucks : Delivering Customer Service
    1134 words | 5 pages
  • Starbucks : Delivering Customer Service
    1468 words | 6 pages
  • Customer Service
    1853 words | 8 pages