Task 1
- The two external customer relationships that can be identified are- a group of old ladies who prefer to work out under a particular instructor; the customers in the health store enquire about the sales.
If a customer comes to the gym for reducing weight then it would come under the activity column.
- In the gym the staffs share a close bonding with each other. It is essential for the companies to realize that all staff members are the same.
The needs and wants of a customer included the information to be conveyed regarding the change of time in delivering a service.
- The organization must make sure that the best services are provided to the customers. Collecting feedback from the customers is important on a daily basis or else the issue might not be looked after. The issue was that a customer was disappointed to cancel other appointment for assuring the delivery at the original time.
The constraints were in the form of following up on the customers to address the issues.
Their ideas need to be taken into consideration for keeping up to their dedication towards the organization. The indirect sources of information also need to be reviewed as per the changing demands of the customers.
Task 2
|
Activity
|
Standard to be met
|
Actions to ensure standard is met
|
|
Monitoring the performance of the staffs
|
Must be logged on a daily basis
|
· Should have a logging process for monitoring everything
· Comparing the responses received from the customers as per the set standard
|
|
Name
|
|
|
Current position
|
|
|
Employer
|
|
|
Date
|
|
Knowing yourself:
- Key strengths
- Technical skills
- Work values
- Key fields of interest
A brief record of all the above criteria:
For an objective assessment, seek guidance from others too. A discussion regarding career aspirations, strengths and development need during the performance review is considered to be very low. Informal discussions with a number of people are encouraged throughout the year.
(a)
|
Coaching
|
Mentoring
|
|
Based on short term tasks
|
Based on long term tasks
|
|
No personal involved
|
The mentor has personal involvement
|
|
The coach develops a specific challenges, skills and task and performance expectations at work
|
It is a power free and a mutually beneficial relationship from both the ends
|
|
Has a set duration
|
Can last for a long period of time
|
|
Structured in a better way and meetings are held on a regular basis
|
Comparatively informal and meetings are held as per the need of the mentee
|
(b) An appropriate process of coaching is to go for a one- to- one interaction with the employee and give proper guidance for improving performance. In this way the staff will be able to meet the customer needs.
Task 3
|
How would you rate our service in a scale of 1-5?
|
Extremely satisfied
|
Quite satisfied
|
Neither satisfied or dissatisfied
|
Quite dissatisfied
|
Extremely dissatisfied
|
|
What do you like the most in our service?
|
|
|
|
|
|
|
What improvement can you suggest in our service?
|
|
|
|
|
|
|
How will you rate the behavior of our staff members?
|
Extremely satisfied
|
Quite satisfied
|
Neither satisfied or dissatisfied
|
Quite dissatisfied
|
Extremely dissatisfied
|
|
Would you recommend our service to others?
|
|
|
|
|
|
|
If yes, why?
|
|
|
|
|
|
|
Any opinion
|
|
|
|
|
|
It can be suggested that in a situation where the customer had given feedback regarding an appointment in the organization. The customer asked to be contacted to change the delivery time but it was not followed up. By ignoring the feedback of the customer the organization had put their reputation at stake. This is because the customer was disappointed that he had to cancel another order for making sure that the delivery was available at the actually selected time. The customer could have taken severe action in such a case and that would have been extremely bad for the organization.
John had stressed on the seeking of deliberate feedback from the customers and the stakeholders which constitute of the local people. One of the possible records I this case might be finding out the needs and wants of the stakeholders from the organization. Another one can be to use surveys and other tools to find out the demands and requirements of the stakeholders. These are important for the proper survival of the organization within the local community. Therefore following up on the customers can be considered to be of utmost importance.
References
Zurich, Lausanne Bern. “Service Operations and Management.” (2017).
Tsai, Wei-Chi, et al. “Test of a Model Linking Employee Positive Moods and Customer Service Evaluations.” Academy of Management Proceedings. Vol. 2015. No. 1. Academy of Management, 2015.
Jahanshani, Asghar Afshar, et al. “Study the effects of customer service and product quality on customer satisfaction and loyalty.” (2014).
Lam, Chak Fu, and David M. Mayer. “When do employees speak up for their customers? A model of voice in a customer service context.” Personnel Psychology 67.3 (2014): 637-666.
Tynan, Caroline, Sally McKechnie, and Stephanie Hartley. “Interpreting value in the customer service experience using customer-dominant logic.” Journal of Marketing Management30.9-10 (2014): 1058-1081.
Jeong, Mi Sun, Ji Eun Cha, and Dong-Heon Jang. “Impact of the Service Quality of Horseback Riding Experience on Customer Satisfaction and Loyalty-In Case of Jangsu Horse Riding Experience Course.” Journal of Korean Society of Rural Planning 22.2 (2016): 131-140.
Nema, Geeta, and Astha Joshi. “Managing Customer Relationships through Customer interaction management.” International Journal of Research in Finance and Marketing6.4 (2016): 74-82.
Verhagen, Tibert, et al. “Virtual customer service agents: Using social presence and personalization to shape online service encounters.” Journal of Computer?Mediated Communication 19.3 (2014): 529-545.
