Detail the methods and procedures that might be used by an organization to communicate with customers to identify and agree on product/ service specifications. It Is crucial to be aware that customer expectations and needs will change from time to time and will be affected by market trends, fashions and changes In external environments. This means the business plans need to be adapted to changing needs of customers and Is Important that organizations communicate with its customers.
Profiling is a method to understand the needs of the customers. Profiling enables organizations to identify its customer’s wants and needs and in turn bring in the best return for the marketing dollar. Question Two: Consider this scenario. You have been asked to explain to employees that you supervise what a business plan is and why it is important to have a business plan that focuses on customer service. Write a transcript of what you would say to them.
A business plan Is a statement and description of the business goals and objectives, the reasons why they are believed to be attainable, and an outline of the traceries that will be followed to reach those goals, both long and short term. It Is essential to have a business plan that focuses on customer service as studies have shown that approve. 70% of customers will leave a business and buy at another business selling the same goods or services if they feel they have received poor costumer service. As all businesses strive to be successful, we cannot afford to lose customers over poor customer service!
Question Three: Make a list of the steps you would take and the processes you would UT in place to identify the quality and delivery standards to which teams should adhere and to monitor and manage team performance so that it consistently meets organizational quality and delivery standards. PAGE 9 Teams will set goals and objectives that contribute to the success of organization goals, in this case quality and delivery standards. When goal setting, It Is Important to set and agree on performance standards expected of the team and Its members. Goal setting gives purpose and direction to action.
Team members can use action plans to ensure they et the organization’s quality and delivery standards as well. Monitoring team performances can be done using several different methods. Measuring using KIP and 360 degree evaluations are two examples. 360 degree evaluation gathers information about an individual’s performance from numerous people within the organization. This approach is normally done anonymously so no tension can arise between employees. Against what criteria might you measure performance and what action would you take If performance did not meet the Identified standards?
Submit your answer for assessment. PACE 14 Measuring performance can be measured using several methods such as Kips, performance appraisals, matching outputs against job a full understanding of what is required of them. Question Four: Consider this scenario. One of your colleagues has been having difficulty providing the customer service standards that are required in your organization. You have observed this and have noted that this person is not making the number of sales they should make.
What action do you think you might take to assist them to overcome difficulty in meeting customer service standards? PAGE 17 Question Five: Consider this scenario. A colleague has asked you to coach them to help them overcome difficulties they are experiencing in meeting customer service standards. Explain how you would go about doing this. To answer this question you will need to research the coaching process then demonstrate that you understand how coaching procedures can be applied and why it is necessary, in such situations, to have some understanding of adult learning needs.
