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Assignment on Planning Quality Customer Service

   

Added on  2020-04-07

14 Pages2646 Words58 Views
Running head: ASSESSMENT 1ASSESSMENT 1Name of the Student:Name of the University:Author Note:

1ASSESSMENT 1Table of Contents1.Part 1: Planning quality customer service for internal and external customers..................21.1Mission statement of Redbubble, an online art selling Australian Company.............21.2RATER model.............................................................................................................21.3Customer Service Plan................................................................................................31.4Identified customer needs in the selected ‘Customer Service Plan’............................51.5Does the Customer Service Plan discuss the points, as previously agreed withcustomer.................................................................................................................................51.6Customer Research Methods.......................................................................................51.7Customer Feedback Questionnaire – Discussion and Design.....................................62.Relevant legislation, standards and codes of practice.........................................................9a.Three relevant consumer protection legislations.............................................................9b.Spam Act 2003..............................................................................................................10c.The Australian eMarketing Code of Practice 2005.......................................................11References................................................................................................................................13

2ASSESSMENT 11.Part 1: Planning quality customer service for internal and external customers1.1Mission statement of Redbubble, an online art selling Australian Company. The mission of Redbubble is to create the largest global marketplace for all theindependent artists and designers who would sell their creative artworks and designs to theconsumers seeking it, giving the world more creativity in the process(Shareholders.redbubble.com, 2017). The mission of the company is very much achievable and is already getting achieved asof present because of their strategy to get more independent artists to provide the serviceshave proven to be successful so far with customers spread over various countries.1.2 RATER modelIn order to ensure that the customer service is delivered excellently, a medium isrequired to describe these services. RATER model is the next version of the SERQUALmodel and contains the following five different dimensions (Yu et al. 2014):R – Reliability: It is the ability to provide the customer with the services promised tothem in the accurate form and on time.A – Assurance: It is the employee skills and knowledge sets that they use to make surethat the Company is able to gain and retain the customers trust.T – Tangibles: The physical form in the Company appears with its components likeoffice buildings, the material it uses for the products and its various staffs. E – Empathy: Ensuring that the customers gets the services according to their needs byproviding attention to them individually.

3ASSESSMENT 1R – Responsiveness: the ability to respond to the customers providing them help asquickly as possible.Thus, by paying more attention and focus on the above five dimensions any businesswill be able to investigate, identify, plan and deliver quality customer service. 1.3Customer Service Plan Every Company in order to survive well in the competitive market needs to ensurethat they know how to deal and approach their customers.The chosen Customer Service Plan includes the following steps in it:Assessment of the Customer Service providedIn this step, self assessment of the company’s work culture can done alongwith the ability to solve the various problems by reviewing the complaints of thecustomers. Hence, improving the whole process of provide the services and productsto the customers. Understanding the needs and requirements of the customersHere, the company can check and evaluate both internally from the company’savailable customers reports as well as from the third party vendors and productssuppliers and get a proper feedback on whether the customers’ requirements be it costor quality are getting met in the right way. Creating an achievable Customer mission and the provided service policiesMaking sure that the company mission is achieved by adopting effectiveservice policies that are in accordance with various existing legislations of the

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