Stephanie Beck Address Customer Needs

1647 words 7 pages
ASSESSMENT: BSBCUS402B – Address Customer Needs
Assessment activity 1
1. What procedures could be implemented in a workplace to identify and analyse customer needs, wants and expectations?
To identify customer needs, you should first determine who your potential customers are help you develop a more detailed picture of them and understand how to target them. Your workplace could implement a system where all existing customers are either sent out a survey or given a phone call to determine how satisfied your customers are with your service and to provide feedback on what they expect from your company. This data can then be analysed to determine what areas your company needs to improve on to keep these customers satisfied and to continue
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List some of the things you could tell customers which would encourage them to purchase from you, particularly those customers who might have indicated a negative response
You could explain to customers the advantages to them of dealing with your organisation, other positive feedback you have received from people that have purchased, you could explain the positive reviews and benefits of the product or service that you are trying to sell
Assessment activity 5
1. How should information on your level of authority and responsibility with regard to meeting special needs or resolving difficulties on behalf of customers be conveyed in a workplace?
There should be a hierarchy chart in the workplace which is clearly labelled and outlines who is responsible for resolving each type of problem
2. Explain why you should always thank customers for bringing problems, difficulties or complaint situations to your notice?
Because it makes the customer feel valued and important. It also incites concern; a desire to accommodate the customer’s needs and generates a relationship with them
3. What can your organisation do to facilitate customer feedback?

Your organisation can facilitate customer feedback by using this feedback as an opportunity to review your current areas of excellence, improvement opportunities or issues. It is important to always monitor customer feedback as it is an indicator on how well your organisation

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