Customer Needs and Expectations

* Suitable support for staff and managers handling difficult customers in line with company procedures, such as case conferences or guidance.

In this assignment I am going to produce report which identifying the expectation of client for my chosen organisation which Tesco and I will link the expectation of client to the organisation and the method they use to provide the Services and meeting the needs and expectation of the customers.

Two different customer service models that most retail and online retail organisations use are the cheap prices and convenience model and the personalized in-depth model. The cheap price model is controlled by management and ensures policies and procedures are in place that can be easily measured and constantly measured. This is the one that we at Flanagan’s use more than the other model. However, the other models the personalized and in depth model is used predominately by our other section of the organisation. This is the hotel and leisure and building maintenance side of the business. This is face to face and allows our agents/advisors to be more personal with them. Good use of

There are six (6) competencies that every result driven employee must obtain in order to meet organizational goals and customer expectations. They are: accountability, customer service, decisiveness, entrepreneurship, problem solving and technical credibility. Accountability is one’s ability to hold her and other accountable for noticeable supremacy, profitable results in a timely matter. To be successful at accountability one must set priorities, establish objectives, delegate work, admit when one makes an oversight, obeys with company guidelines. Customer service is a requirement for internal and external customers; one must anticipate and meet both their needs while delivering high-quality merchandise and assistances. A continuous improvement is a requirement for customer service. Decisiveness will help one make an effective and educated, but timely decision regardless of the amount of data available or if one’s decision has unfavorable consequences. Distinguishes the possible impact and implications of one’s choices. Entrepreneurship will assist with a successful future with the organization by pinpointing new opportunities. Assistances with building the organization by developing or improving existing merchandise or services. Entrepreneurship will take computed possibilities to achieve organizational objectives. Problem solving will assist in identifying and analyzing possible problems, calculate and produce alternative results, consider the significance and

Gather information about its potential and current customers, this helps to understand the customer, improve their services and make more informed decisions hence reducing risk.

This is a statement of how you envision customer services being delivered in the future

Customer feedback – obtaining customer feedback is essential to the company. Without keeping up to date with our customers, we cant be sure that we are meeting their expectations. We will send out surveys via emails and post. Also we will send out regular brochures updating our customers of any changes that may benefit/effect them. We will also call our major customer's regularly to see if there is anywhere we need to improve.

This is a statement of how you envision customer services being delivered in the future

This case analyses Prof. McPherson’s service experience with respect to two Airline carriers, which was not expected in this age of Network and Information Technology and also the service level expectations from the customers. First we analyze the setting/situation, issues Prof. McPherson experienced and his assumptions; and then try to address them. The bottom line: addressing such situations would improve efficiency, customer loyalty, brand name and increased profits

Being in the service sector it is important for Virgin Atlantic to study its marketing mix as it works as an efficient tool, while building up marketing plans. It comprises of the seven P’s which are as follows.

Provide a means for customers to provide feedback after calls to acquire their satisfaction score on the overall service experience and allow them to point to areas that need improvement

4. Get feedback from customers, suppliers and other key business partners; consider using interviews or surveys in areas such as customer satisfaction.

1. Give examples of needs, wants, and demands that JetBlue customers demonstrate, differentiating these three concepts. What are the implications of each for JetBlue’s practices?

1. Give examples of needs, wants, and demands that JetBlue customers demonstrate, differentiating these three concepts. What are the implications of each for JetBlue’s practices?

Title: Discuss the four dimensions of customer service in a company. Give examples to illustrate your points.