preview

Customer Service Essay

Good Essays
Open Document

1. Organisations that intend to be successful need to design products, services and product/ service bundles to meet customer needs. How can they do this and how can they ensure that the organisation’s plans achieve quality, time and cost specifications agreed with customers? What data and records might be drawn upon to make plans intended to meet customer needs?
Organisations that use market research to gather feedback from consumers regarding product design and product/ service bundles tend to be more successful that those who do not use market research as a business tool. Data received from the market research records that have been collected from any market research including surveys, questionnaires, focus groups or simply speaking …show more content…

It is necessary to consult with customers and other stakeholders to identify progress towards the results, the likelihood of receiving the results towards quality targets and the impact of work against the targets. Consulting with customers and stakeholders helps to keep the work on track, and can let you know if things are going according to plan.
For example The Old Spaghetti Factory has Customer Feedback forms on their dining tables.
Customers are able to fill in a feedback form to comment on customer service quality, food quality, speed of service and the dining experience overall. By collecting the feedback forms the managers are able to see if the team is performing up the standard the organisation is aiming for.

4. Within the organisation there will be groups of people or teams which work toward goal achievement. How can managers and supervisors ensure that team members have the skills needed to communicate effectively with customers and to provide excellent customer service? How might they assist colleagues in overcoming difficulties with meeting customer service standards?

Managers and supervisors need to ensure that team members have to skills needed to communicate effectively with customers and to provide quality customer service. For this to be done, the managers and supervisors themselves need to have a clear understanding of the goals and objectives the organisation is trying to achieve in relation to customer service standards. They need to be able

Get Access