BSBCUS401 Coordinate And Implementation of Customer Service

BSBCUS401 Coordinate implementation of customer service strategies
Knowledge Questions v2.1 (2019/103/18)
BSBCUS401 Coordinate implementation of
customer service strategies
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Knowledge questions
Carefully read through each question. In your response, you should use terms
and phrases that you defined in your previous assessment. Reflect on your
learning unit, including video links, links to other resources, and your own
research.
Please note: Where the response does not sufficiently demonstrate your
knowledge in this assessment, your submission will be returned to you for
resubmission.
1. Identify and fully explain the term Customer Service Strategies. Provide
examples of how these strategies can be implemented within any
organisation.
The customer service strategies have the significant role in creating as
well as maintaining the satisfaction of customers. The customer service
strategies help the organisation in retaining the loyal customers, as well
as enhance the level of repeat businesses. The effective customer
service strategies focus on the requirements of the consumers. For
example, in place of assuming that what the customer wants, the
organization can have needs-focused assessments by the marketing
research, focus group, fulfilment survey as well as the customer’s
comment-cards. Therefore, the organization can include the data-
centric ideas of what the customer needs from it as the customer
service strategies.
2. Explain different strategies that can be applied for securing customer
feedback. In your response, you should identify and describe the value of
implementing, analysing, and responding to customer feedback for all
stakeholders.
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BSBCUS401 Coordinate implementation of customer service strategies
Knowledge Questions v2.1 (2019/103/18)
There are various strategies to be applied to secure the feedbacks of
customer. These strategies for securing the customer feedbacks are
mentioned below-
1. Take feedbacks on channels
2. Provide survey on different intervals
3. Give attention to criticism
4. Sharing of feedbacks in organization
5. Ensure asking the correct questions as well as keep surveys brief
6. In case of low score, reach out the customers.
As I found, implementation, analysis as well as response to the
customer feedbacks for all the customers is valuable. The feedback
is valuable data, which would be utilised to take some significant
decisions. The top performing corporations are on top for the reason
that these corporations constantly find the manners for making the
best even well. This is true focus on the basis of feedbacks from across
entire company, such as customers, workers, dealers, stakeholders as
well as sellers. The top performing corporations are not just best at
taking feedbacks, they purposely ask for the feedbacks. The feedbacks
are useful to know the weakness and strength of the company and its
services or products.
3. Identify at least three situations where competitive intelligence can assist in
developing services within an organisation. Undertake your own research,
and reflect on different processes/practices that could be applied to gain
competitive intelligence.
Following are situations where competitive intelligence may be helpful
to develop services in company-
1. When company is going to acquire business or launch new
products or make new investment, then competitive intelligence
can help to avoid costly mistakes.
2. The competitive intelligence helps the company in developing
own strategies to achieve predetermined goals.
3. It can be helpful in predicting the changes regarding products,
services or others.
Further, I came to know that following processes can be applied to get
CI-
1. Research and collect data from numerous sources
2. Analyzing data
3. Deliver as well as communicate to competitive intelligence customers
4. Update and validate information
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BSBCUS401 Coordinate implementation of customer service strategies
Knowledge Questions v2.1 (2019/103/18)
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