From my internal suppliers I should receive the same customer service that I should give to customers. I think that it should be like this because they should give me the attention that they ant me to give to clients, so that everybody in the company receives the same good customer service. This would be a direct impact on external customers, because if internal customer service is good also external would be.
Trainer Comments 1 6/06/201 5 01 :PM Okay 2 How can an organization encourage customer awareness/ focus on employees Like cleaners, maintenance staff, storekeepers and pay administrators, whose work never brings them into contact with external customers and what benefits should flow on from making all staff more aware of the link between their work and the customer? An organization can encourage customer focus on their employees by giving them a positive workplace and motivating them giving positive reinforcement. Also showing them positive feedback from customers will make them feel necessary and important in the company.
Making all the staff aware on the link between their work and the customer will bring benefits as they will work on customer focus and these will bring more customers. Trainer Comments Good How can customer service strategies and opportunities be promoted to designated individuals and groups? The company should train all their employees so that they all an learn a provide a good customer service. Also performance evaluations should have a strong customer service component. Moreover, employees should be encouraged to share and discuss strategies that work well and discuss information to solve problems.
Trainer Comments 16/06/201 5 01 :PM Describe a situation In which you have received excellent customer service. Explain what made the experience so good. I received an excellent customer service when I bought my mobile telephone because the sales assistant was really customer the possibilities according to my expectations. After I decided which one was the best he helped me to set up all the changes needed to be ready to use. The experience was good because he listened to me and then he was not trying to sell what he wanted but what I needed.
He also was nice and empathetic, he explained both good things and bad things of every mobile so I could choose the one meeting my expectations Trainer Comments 5 Do you feel that you received value for money? Why? Yes, I received value for money because I got what I needed and the customer service was excellent. Moreover, the product was as he described, I didn’t receive any bad information and also when I had problems with it, I got a new one without paying more, so they really met my expectations and the money spent worthy it. Trainer Comments 16/06/201 5 01 :PM 6 Will you deal with this provider again? Explain.
Yes, because they offer a great customer service and as I said the product is also excellent, if there is any problem with it they solve it and their products really have the quality they say. Trainer Comments 7 Will you tell, or have you told others about your experience? Did you recommend the provider? Describe the way in which you presented the experience to others. Yes, I recommended the provider to people that asked me for advice. I presented my experience as a really good one, good customer service and excellent product. The product met all my expectations and once I had a problem they gave me immediately a new one with any cost.
Moreover the sales assistants were empathetic, nice, reliable and very helpful. Trainer Comments 8 Compare this experience with the service you and your associates provide to clients/ customers in your workplace. How do you think you rate? Explain. I try to give customers the service that I would like to receive. So I try to be empathetic, to be reliable and honest as well. I think truth is really necessary because customers will believe the company if they receive reliable service. Trainer Comments 9 Complete the following problem-solving exercise: no contact at all with external clients.
It is necessary to consider: – Customer needs and characteristics – Specific strategies and service expectations – Kips and other performance measures – The marketing processes the organization supports – information to be posted on the website – Other marketing strategies that will be followed The stage in the life cycle of the products you are selling – Whether activities are reaching the necessary target markets – Potential for small incremental or large increases in sales to existing customers – To degree what customers add to data base. Brand development and methods used to promote products – Staff skills and expertise – required performance standards – Methods of collecting, analyzing and using customer feedback continuous improvement procedures. Activity 6 19/05/201 5 04:PM – Application of ‘Think of customer complaints as the voice of God and accept them. Snooker Matthias, Matthias Electric Industries (National Panasonic) Japan. It means that customers are the most important thing for an organization, without them the company would die. So what they think should be accepted as God’s voice for everyone in the organization and use them to fix the problems that they have. If customers are happy the company will run, so what they think is what should guide the service of the company. Trainer Comments 16/06/201 5 01 :PM What do you think are the likely repercussions of not having an attitude similar to this?
If you do not have this attitude you will start losing clients straight away, they will go to complain to another place if you do not ask them to complain to you and they will go to purchase products to another company that is more customer focused. 3 How could the system be improved? Consider customer feedback systems (internal and external), record-keeping, information management systems, staff attitudes, staff skills/ training and complaint management techniques.
How do you think the complaint management system should operate (in terms of information gathering, encouragement, record-keeping, data analysis, dissemination and improvement processes), and who should be consulted when designing and developing the system? The system could be improved by taking into account all the complaints, analyzing them and trying to solve the relevant ones. To do this, the staff should be concerned about being assertive and try to accept all complaints without offending customers, even if they do not believe what they are saying.
A complaint management system should operate by seeking solutions to the complaints, recognizing both rights of the complainant and organization, using resources technological and personal) to deal with the volume of complaints, delegating authority to deal with complaints, system visibility, accessibility and availability with easily understood processes, assistance in making complaints for complainants, responsiveness in processing complaints fast, remedy applications so issues are managed and resolved appropriately.
It is necessary to consult with those who are going to use the system and those who will be affected by it so that the system will meet their needs. Also consult a wide range of stakeholders. Trainer Comments 16/06/201 5 01 :PM
