2014
An assignment on Customer service
Contents Introduction 3 1.1 Discussion on the reasons for using customer service policy 3 1.2 The purposes of evaluating a customer service policy, indicating how this can assist future staff training and development 4 2.2 Evaluation of different communication methods and how these used to best effect 5 2.2 Analysis on customer perception is influenced by customer service provision 5 3.1 Sources of information on customer requirements and satisfaction levels 6 3.2 Carry out research on customer requirement and satisfaction levels for a selected business, suggesting potential improvements 7 4.1 Delivering customer service in a business 8 4.2 Review own performance in the delivery of
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There are some logical reasons for developing enterprise service quality index in Enterprise rent a car company. The first thing is that the company can easily gather information about the customer satisfaction through this survey conducted on them. The company identifies its loyal customers and the potential customers those are going to be loyal in future. ESQi method works with the two important term the quality and the service. The company contacts with its customer to receive their live response over telephone and if they find any customer who is not satisfied, they note the reasons what was the problem and thus they develop the problems and influences them to come back again in Enterprise rent a car company. Another reason behind the development of ESQi is that it influences the employees t o provide the best service to their customers. The company publishes the ESQi score quarterly in the organization so that everyone can see the score and particularly his position in the rank. The company determines the list of the employees who are going to get promotion in next time with the help of this score. As the members of the company are aware of this fact they won’t to stay behind in this score and that’s why they perform their best regarding the rental activities of the company. 1.2 The purposes of evaluating a customer service policy, indicating how this can assist future staff training and development
Friedman & Miles (2006)
3. For your current organisation (or one that you are familiar with), describe the policies and procedures that relate to customer service. Why is it important to follow these policies and procedures?
The employee especially concerns management because in customer service, the success of the products depends on the delivery. Thus, service organizations rely on their employees to create memorable experiences that develop a loyal customer base and ultimately carry out the organization’s strategic initiatives (Longstreet, Sturman, & Walsh, p.4, 2010). The group that will be receiving training for the training needs analysis will be the front of house staff. This staff includes: hosts, servers, bartenders and takeaway. This staff is considered the “front lines” and is directly in contact with customers on a daily basis.
Customer service involves a consideration of what is needed to treat the customers in a desirable
Section 1 – Understand the factors that affect an organisation and the customer service role
This activity will provide evidence for Mandatory unit 838 – Demonstrate understanding of customer service for Diploma in Customer Service Level 3.
Justify the use of a needs assessment of your company’s proposed employee customer service training, stressing five (5) ways in which such an assessment would expose any existing performance deficiencies.
Section 1 – Understand the factors that affect an organisation and the customer service role
6) Pricing- Setting prices is a critical decision in implementing a retail strategy because prices are a critical component in customers’ perceived value. In setting prices, retailers consider the price sensitivity of customers in their target market, the cost of the merchandise and services offered competitive prices and legal restrictions.
Section 1 – Understand the factors that affect an organisation and the customer service role
Customer service must satisfy the needs of the customers to ensure a service companies’ quality is maintained.
Customer complaints have over doubled in the last few years. This shows some big issues in the customer service management. Research which areas customers are most dissatisfied with and support the staff in gaining new skills to meet the customers ever changing needs.
0 1.3. Explain the factors to be taken into account in setting customer service performance targets and objectives
3. For your current organisation (or one that you are familiar with), describe the policies and procedures that relate to customer service. Why is it important to follow these policies and procedures?
Customer satisfaction and service quality are the two important components that direct anyone’s attention in every concept related to marketing, services, etc. (Spreng and Mackoy, 2006). In today’s competitive era, the success lies in