BSBCUS501 Manage Quality Customer Service01 : Solution Essays

Question:

Task 1

Based on the information in the ‘Servicing Customers’ Needs’ section of the case study, answer each question below:

a)Identify two external customer relationships.Briefly describe the needs and wants of each of the external customers nominated.

b)Identify one internal customer relationship. Briefly describe the needs and wants of that customer.

c)Identify a key customer service issue.

Explain the resource limitation (e.g. in terms of costs, time, people) that impact on the issue you have identified

Task 2

Based on the information in the ‘Customer Service Standards and Benchmarks’ section of the case study, answer each question below:

Amira describes a customer service standard against which the provision of customer service can be measured.

An example is provided below. Suggest one other activity and propose a customer service standard from either organisation for that activity. Develop three specific actions aimed at ensuring your proposed standard is met.

Use the following format to present your response.

Design a form that could be used by one of the organisations for recording informal comments made by customers. Include the type of information to be recorded and who should receive the completed forms. (Note: This is not a customer survey, rather a document produced for internal use to record customer service related issues and possible follow up action by a relevant person in the organisation)

John mentions the importance of linking staff with a mentor.

Explain the difference between coaching and mentoring.

 

Answer:

Task 1

  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.

  1. 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.

  1. 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.

Place your order
(550 words)

Approximate price: $22

Homework help cost calculator

600 words
We'll send you the complete homework by September 11, 2018 at 10:52 AM
Total price:
$26
The price is based on these factors:
Academic level
Number of pages
Urgency
Basic features
  • Free title page and bibliography
  • Unlimited revisions
  • Plagiarism-free guarantee
  • Money-back guarantee
  • 24/7 customer support
On-demand options
  • Writer’s samples
  • Part-by-part delivery
  • 4 hour deadline
  • Copies of used sources
  • Expert Proofreading
Paper format
  • 300 words per page
  • 12 pt Arial/Times New Roman
  • Double line spacing
  • Any citation style (APA, MLA, Chicago/Turabian, Harvard)

Our guarantees

Delivering a high-quality product at a reasonable price is not enough anymore.
That’s why we have developed 5 beneficial guarantees that will make your experience with our service enjoyable, easy, and safe.

Money-back guarantee

You have to be 100% sure of the quality of your product to give a money-back guarantee. This describes us perfectly. Make sure that this guarantee is totally transparent.

Read more

Zero-plagiarism guarantee

Each paper is composed from scratch, according to your instructions. It is then checked by our plagiarism-detection software. There is no gap where plagiarism could squeeze in.

Read more

Free-revision policy

Thanks to our free revisions, there is no way for you to be unsatisfied. We will work on your paper until you are completely happy with the result.

Read more

Privacy policy

Your email is safe, as we store it according to international data protection rules. Your bank details are secure, as we use only reliable payment systems.

Read more

Fair-cooperation guarantee

By sending us your money, you buy the service we provide. Check out our terms and conditions if you prefer business talks to be laid out in official language.

Read more
× How can I help you?