Excellence in Customer Service & Organisations Often Fail to Get Close to Their Customers and Correctly Read Their Expectations

2172 WordsNov 17, 20129 Pages
BSBCUS501C Work Related Project Question 1 Excellence in customer service is the objective of all organisations wishing to be successful. However, there is often a gap between customer expectations and management perceptions of customer expectations. Organisations often fail to get close to their customers and correctly read their expectations. Other reasons for customer service problems include: * not listening to or collecting information from customers * poor, or no, focus on the actual design of processes to turn identified customer needs into products and services * gaps between what the organisation intends to produce for its customers and what its systems do actually produce * gaps between what the system is…show more content…
Segmentation is usually done to understand the needs of customers more elaborately or distinctly. When asking customers for their input or feedback, they need to feel as if their opinions matter, they are more likely to continue supporting the organisation if they feel their feedback has been taken seriously and into consideration. Listening to the customer and acting timely on their feedback is important for the organisation, failing to understand a customer’s needs can result in widespread negative comments about the organisation and the loss of customers and potential customers. By not listening to customers and understanding what they need from a product or service will not allow the organisation to maintain its effectiveness in the market place, producing poor quality products or service and effecting overall profitability for the organisation. Each organisation needs to develop and establish procedures, standards and guidelines for customer service requirements and communicate these to all staff. By establishing courses of action to accomplish specific goals, utilising information and data obtained through feedback will assist in identifying and acting upon the customer’s needs. These may be established through strategic or action plans that identifies the customer’s need, arranges for, and obtains resources needed to accomplish the desired goals and objectives. By collecting information and data, planning areas for improvement that will improve the final

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