Customer Service And Brand Reputation

HQCS: Manage Quality Customer Service Student Guide BSBCUS501A: Manage Quality Customer Service Elements of competence Plan to meet internal and external customer requirements Ensure delivery of quality products and/or services Monitor, adjust and review customer service 1 BSB51107 Diploma of Management _____________________________________________________________________________________________ Module description This module covers the skills and knowledge required to advise on and carry out customer service strategies and to evaluate those strategies on the basis of feedback and design for service improvement.

Starting from a company of less than 75 workers and owning less than 20,000 SCU for production, research, quality assurance and conduct warranty work Off The Chain Bikes has doubled the plant capacity and hearing doubling the workforce within two short years. The company is successful by targeting and capturing lucrative market shares by heavily investing in the desired technical specs and design styles of one of the most influential Racing bikes. Our keen ability to thoroughly research market demands, predicting competitive strategies between the four market majority shareholders by reviewing and interpreting the marketing reports and our aggressive design and development plans have significantly increased our market share and increase shareholder value. Our core competencies and strategic goals will be realized by carefully following our established plans and aggressively price our bikes to increase total market share.

Motorcycle Cruisers is known for creating a stream of customers who are an elite bunch of people and have their own level of desire for motorcycle. The main objective of Motorcycle Cruisers has been to maintain the brand image in the eye of the consumer so that the customers don’t ever feel the image to be diluted. It is the experience that the customer goes through makes the bond special. Company has integrated its supply chain so well that consumers gets to interact directly with the suppliers and get the motorcycle as per his requirements. It creates a long term bond towards the company from the customer side. This is the single most important strategy adopted by Motorcycle Cruisers to create successful relationship marketing with the customer. It makes the customer loyal towards the brand. Marketing personnel’s of the company are very well trained so that they can understand the actual needs and want of the customer, and assure the desired output from the supply side of the company. It is said that the company does not only sell motorcycle but they sell a complete ownership experience. This is possible only because of the employees of the company

Consumer right is the right to have information or the right to know about the potency, quality, quantity, price, purity and standard of goods and services. The consumers should be protected from unfair trade practices. It is very important and mandatory for the consumers to know their rights. If they know their rights properly then they can be saved from exploitation from the shop keepers. To safeguard the consumers and their rights the Consumer Protection Act of 1986 has been introduced. It ensures correct information to the consumers and fair competition in the market. But on the other side consumers are also exploited. Many people are cheated by low quality or duplicate products but people do not claim for it. Nowadays we are not able to find the duplicate and original products. There are many consumer rights but there are some facts and myths too. Most of the people are not aware of their consumer rights and who to complain once any of the rights are infringed. Though consumer rights are provided with each and every consumer should be aware of the products which they buy. On the one side consumers are protected by their rights on the other side consumers are being cheated by attractive advertisements, guarantees, warranty etc.

As a marketing manager for Cruiser Thorr who sells high end motorcycles. This organization is growing at a rapid pace. Indeed there is more structure needed to the marketing piece to sustain a successful business. Being that the industry of motorcycles is increasing annually. This organization must also work to satisfy the needs of their target customers. The organization must also work to differentiate themselves from other similar organizations as well. Key components in my opinion are the product uniqueness, safety, quality

The Australian Consumer Law (ACL) was established to protect consumers in any legal trading activities in Australia. A set of guarantees has also been introduced for those consumers who are acquiring goods and services from Australian suppliers, importers or manufacturers. The guarantees are intended to ensure that consumers will receive the goods or services they have paid for. If they have problems with the products and services they bought, they are entitled for remedies, such as repair, replacement, and refund.

Throughout this paper, the “Competition Bikes Inc. Storyline” case study will be used to prepare a summary report based on the evaluation of the company’s operations.

These past few years have been very trying for High Land Bikes. Our Kids Bike and Commuter Bikes have shown

Whether Trop Nosh has contravened the provisions of Australian Consumer Law by way of making false and misleading advertisement?

As a first-rate bicycle corporation we strive to ensure a generation of high quality bikes. We utilize our high quality, durability within our products, and relatively low price to garner satisfaction from all of our customers. Our stress-free environment enables our unique employees to eagerly apply their expertise and aid our customers in every way possible. By satisfying our retailers with generous investments we envision MDBK bikes to be in every household across the globe. We aim not only to expand and, subsequently, secure job occupations to satisfy trade unions, but to also gain vast recognition as one of the most preeminent bicycle companies in the world.

Market is separated into the three sections. The low cost Youth Bike, mid-range Mountain Bike and the high end Road bikes. Due to the very competitive market, government is regulating and prohibiting competition from other countries. Only local manufactures are able to produce, at the beginning just Mountain Bike segment, later on the rest two also.

* Approximately 50% of employees own bikes themselves. This contributes to knowledge and customer satisfaction (S)

* They guarantee quality rather than push every last sale. However, this strategy could backfire- especially in South Africa where they do not have a warehouse and have to order stock from the USA. Customers may be unwilling to wait for a bike to come in, and this gap between supply and demand represents the opportunity for the Japanese competitors to take market share and build customer loyalty of their own.

Today’s consumers, for the most part, consider buying a car one of the most important investments of their life, next to buying their home. The average price for a new Toyota Motor Corporation vehicle today is around $25,000 or more, with the company also manufacturing Lexus models. This solidifies its rather large and costly importance in terms of budget for families and single consumers. As vehicle technologies advance so do their expected safety ratings and features, which are often times important selling points for both consumers and salesmen alike. However, there are still margins for error regarding manufacturing and safety, which unfortunately results in loss of life at times for some consumers, which puts Toyota at risk for being held liable concerning product liability and subsequently negligence. One such case involving product liability and negligence concerning a Toyota Motor Corp. vehicle is Saylor v. Toyota Motor Sales, U.S.A, Inc. In order to understand our rights as consumers we will examine, the specifics of the Saylor v. Toyota case, the outcome concerning product liability and negligence in the case, as well as our rights as consumers concerning recalls on vehicles, and possible assistance offered for consumers.

The release of new products for the industry proved to have a neutral effect for the KHMJ Company. While the company managed to mirror the market share upgrades of competitors, the firm unanimously agreed on being less than pleased with the lack of relative movement along the industry performance standings. The industry as a whole did a poor job at researching the marketplace and its needs as all companies decided to enter the youth segment rather than diversifying and satisfying the road bike segment. This left an entire market untapped and free for the taking. KHMJ could have capitalized on this opportunity by communicating better with competitors and securing more accurate data. The best indicator for to show the