Manage Quality Customer Service Essays

2329 Words Feb 9th, 2013 10 Pages
Manage quality customer service
Assessment Activity 1
Develop and document, on behalf of an organization for which you do or might work, a detailed process whereby it will possible to investigate, identify, assess and include the needs of customers in planning processes.
Private Schooling
The first process is investigating why Parents would choose Private Schooling for their child/ren.
The School would investigate the following. Investigate the needs of families in the local area. This does change depending on different areas. For example the fees and how much people in the local community are willing to pay and also see what the other schools in the area are charging.
Look at the numbers of students in each class
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You want to see improvements every week. This shows that what you are paying for is worthwhile.

Assessment Activity 3 1. Detail the methods and procedures that might be, used by an organization to communicate with customers to identify and agree on product/service specifications.
Firstly good communication with the customer is necessary. Identifying exactly what the customer needs and expectations are and why they are purchasing from you. This could be because your company is providing the cheapest cost etc… Business plans help the company who is providing the service understand in writing what the customer is purchasing and what they are expecting to receive. This way all managers and employees from the organization can see what they are to provide to the customer. The business plan is a statement that gives goals and objectives including strategies that enable the supplier to reach those goals both future and present. For the running of a day to day business, it is good to have an operational plan in place so that the customers receive the expectations that is promised to them.
Having effective resource management is very key to having a great level of production and productivity. This helps with accountability so that the level of what is expected from the organization to the customer is fulfilled.
Customer profiling helps with