ADDRESS CUSTOMER NEEDS
Task 1:
The first customer contact transaction discussed in the Task 1 is when the customer drops in the shop to buy a particular commodity & fetches help from the sales personnel. This is an incident which happened in one of the leading clothing store i.e. Marks & Spencer’s. The customer contact was in person. The duration of the entire transaction was 15 minutes. The customer was unable to fetch a product which suits her requirement. Her need was to buy a pair of navy blue jeans with size 28 inches (Ramsey & Sohi, 1997). She was unable to locate the counter where in the jeans were placed. The person who was doing the customer contact was responsible to handle sales within the store. The line of work
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The expert providing the information over the phone would be referred to as the sales & support team who will push the levels of sales. The line of work or industry they are in is the banking industry that provides the financial services to its clients. Yes, there is evidence that the salesperson had prepared for the transaction. The way with which the sales person has been talking to the client portrays the way he has been handling such situations in the past (Ramsey & Sohi, 1997). The listening skills of the sales person were quite empathetic. The sales person cross questioned the client & tried to judge the requirements of the client. The sales personnel used the possible information to tell about the services being offered by him & its usefulness to the client in the near future. Since, it was a sales call carried over phone non verbal communication techniques could not be observed. The language used by the sales person was a bit complex. The client asked for reconfirmations & clarifications in terms of the meaning of the words, etc. The sales person used the RATER Model to identify the needs of the customer (Martin, 2006). The needs of the customer were divided amongst various categories such as reliability, assurance, tangibles, empathy & responsiveness. There was an agreement amongst the salesperson & the customer. The sales person handled the argument in a very tactful
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Question 5How did you go above and beyond the call of duty when dealing with a customer?
The same customer service skills that are needed when dealing with customers face to face are needed when dealing with customers on the telephone (Lucas, 2015). Arthur W. Page, the first vice
Section 1 – Understand the factors that affect an organisation and the customer service role
Affordable vehicles aims to provide vehicles of various kinds, ranging from small cars, vans, utes, suv and some luxury cars. There is a need in Brisbane for a large selection of quality used cars, and Affordable vehicles will sell these top-quality used vehicles at a competitive price. The sales manager has over 9 years of experience in new and used auto sales. I will continue to develop the excellent working relationship with local dealers and auctions to bring the savings to the customer.
- After the client explains the reason for his call, Kaylonni foreshadows the flow of the call--advising that she will need to transfer to assist. While Kaylonni mentions the "Servicing Team" she is sure to explain that they "specialize in payments."
Customer service is an extremely important aspect of any job when interacting with clients and customers. This second scenario is a situation that arose in a law office setting, how the assistant handled the situation, and what the proper procedure should have been.
2. True or False? The target consumer and the end user are always the same type of people.
Some of the Hockaday’s communication that I believed weren’t excellent displays of communication was when a few of the other team members were still on the fence and showed concern about the virtual changes. If they were uncertain about anything I believed everyone who had concerns should have let Jill and the team know. If they had let her know they would have been displaying message functions which “contributes to the overall functioning of the organization” (p. 30)”. Jill being the CEO has the final decision to either move forward with the virtual structure or not. She and the team needed all the information in order to have a better understanding of the company needs. Having this information might or might have not changed her mind about moving forward with the new program. This would have been more productive than just agreeing with the overall group.
CX called about the line hanging accross their street, Cae wasnt able to refelct reason for contact and did not demonstrate cocnern by using empathy or relate statement. CAE was able to acknowledge the information that was verified through the automated system, he was able to set CX's expectation on what will going to happen if the technician will be at the location. CAE created an SRO for tommorow 8am-8pm, and provided the ticket number. CAE did not pitch for a sale and he had chosen wrong itg.
CAE could make the call better if she was able to show genuine care and empathy with the customer's frustration. CAE could provide customer with a strong assurance that she would escalate the issue to the
After listening and reviewing the customer service call between Roberto and Nina I heard a variety of good and subpar customer service skills. Immediately I noticed that Roberto introduced himself and the department he works for. After Nina introduced herself Roberto acknowledged her by greeting her and repeating her name. These are examples of good customer service.
Digging deep- The clients initial statements in the call were, he was awaiting a call back from Stephen, that he had not received yet. After verification, Taniesha confirms the client was expecting a call back from the SC, however,
Our strategy for success is to provide a product and service that meets market demand and satisfaction. Once these keys are achieved, “Couleurs du Monde” will become a profitable and sustainable business. “Couleurs du Monde” will provide exceptional service that leaves a lasting impression with our main clientele. We will provide an unswerving atmosphere of food, beverage, entertainment and product quality, while managing all internal finances and cash flow to ensure an increase in profit growth. To ensure that “Couleurs du Monde” experience rising growth in investment, there will be firm control of all cost without any exemption.