Assessment 1 4 Assessment 1 4 Answer 2 11 Answer 3 11 Answer 6 11 Answer 7 12 Answer 8 12 Answer 9 12 Answer 10 12 Answer 8 12 Answer 9 12 Answer 9 12 Answer 9 12 Answer 9 12 Answer 9 12 Answer 9 12 A

Running head: CUSTOMER SERVICE AND RELATIONSHIP HANDLING
CUSTOMER SERVICE AND RELATIONSHIP HANDLING
Name of the Student
Name of the University
Author note

CUSTOMER SERVICE AND RELATIONSHIP HANDLING1
Table of Contents
Assessment 1..............................................................................................................................4
Assessment 2............................................................................................................................11
Answer 1..............................................................................................................................11
Answer 2..............................................................................................................................11
Answer 3..............................................................................................................................11
Answer 4..............................................................................................................................11
Answer 5..............................................................................................................................11
Answer 6..............................................................................................................................11
Answer 7..............................................................................................................................12
Answer 8..............................................................................................................................12
Answer 9..............................................................................................................................12
Answer 10............................................................................................................................12
Answer 11............................................................................................................................12
Answer 12............................................................................................................................13
Answer 13............................................................................................................................13
Answer14.............................................................................................................................13
Answer 15............................................................................................................................13
Answer 16............................................................................................................................13
Answer 17............................................................................................................................13
Answer 18............................................................................................................................13

CUSTOMER SERVICE AND RELATIONSHIP HANDLING2
Answer 19............................................................................................................................13
Answer 20............................................................................................................................14
Answer 21............................................................................................................................14
Answer 22............................................................................................................................14
Answer 23............................................................................................................................14
Answer 24............................................................................................................................14
Assessment 3............................................................................................................................15
Section 1...............................................................................................................................15
Question 1........................................................................................................................15
Question 2........................................................................................................................15
Question 3........................................................................................................................16
Question 4........................................................................................................................17
Question 5........................................................................................................................18
Question 6........................................................................................................................18
Question 7........................................................................................................................19
Question 8........................................................................................................................19
Question 9........................................................................................................................20
Question 10......................................................................................................................21
Question 11......................................................................................................................21
Question 12......................................................................................................................22
Question 13......................................................................................................................22

CUSTOMER SERVICE AND RELATIONSHIP HANDLING3
Section 2...............................................................................................................................23
Question 14......................................................................................................................23
Question 15......................................................................................................................23
Question 16......................................................................................................................24
Section 3...............................................................................................................................24
Question 18......................................................................................................................24
Question 19......................................................................................................................24
Question 20......................................................................................................................25
Question 21......................................................................................................................25
Question 22......................................................................................................................25
Section 4...............................................................................................................................26
Question 23......................................................................................................................26
Question 24......................................................................................................................26
Question 25......................................................................................................................26
Question 26......................................................................................................................26
Question 27......................................................................................................................27
References................................................................................................................................28

CUSTOMER SERVICE AND RELATIONSHIP HANDLING4
Assessment 1
1. Characteristics, needs and expectations of internal and external customers at
Black Pearl Epicure
Kate is a very productive employee as she has extensive knowledge about the vast
range of products offered by Black Pearl Epicure. Kate can successfully persuade the
customers in buying the products through her extensive knowledge on food. Kate could much
easily convinced the naïve customers, who would need some help while making the purchase
decision. The organization has made the right decision by appointing Kate as the sales
manager of Black Pearl Epicure. Being at the youth phase of her life, Kate enjoys socializing
by having dinner parties on the weekends. However, in her personal life also she prefers the
food items of Black Pearl Epicure. In order to satisfy and retain Kate in the organization, the
firm should address her needs. In terms of monetary motivation, the firm can increase her pay
or incentive. As part of a non-monetary motivation, the firm can provide their food items at
rebate to Kate, as she prefers eating Black Pearl food items during weekend’s dinner parties.
Richard works as a delivery driver in Black Pearl Epicure therefore he earns a
moderate amount of salary with which he needs to serve his family. Therefore, he cannot
afford to go at rich and expensive diners instead goes to the local golf club. At the age of 46,
Richard would not risk losing this job and finding another one therefore, he performs all the
duties given to him such as delivering to places, which is not under his assigned area. He
expects an adequate pay from Black Pearl, which would help him to sustain his family. The
firm should give some extra compensation to Richard whenever he provides delivery service
to other locations not under his designated area. Due to his hard work, the company should
provide food products as a gift whenever he achieves more than his specified target.
Grace is a regular customer of Black Pearl. As she is quite old, she prefers healthy
food items to the cheese and cream products. Grace does not favor the lactose due to the

CUSTOMER SERVICE AND RELATIONSHIP HANDLING5
cheesy content yet as Black Pearl offers cheese free lactose, Grace purchases those. The firm
could import more fat free products for Grace and other customers like her to maintain
customer satisfaction. Grace is a business woman as well as a member of Brisbane social set
thus her busy life prevents her from visiting any store therefore the company should address
this need by operating in online mode and providing home delivery services. Having two
adult children and being a business woman makes her life hectic sometimes leading to
frustration therefore her fussy attitude should be handled effectively by the employees of
Black Pearl.
Peter is one of the oldest customer of Black Pearl and has good relations with the
owner of Black Pearl. He leads a lavish lifestyle and always prefers to buy big therefore, the
employees should take extra care of Peter and assist him during shopping.
2. Products and services offered by Black Pearl Epicure
Black Pearl provides a range of products from these five products and services are
listed below:
Black Pearl offers a wide variety of delicious and quality seafood in affordable prices.
Most of the seafood the firm provides are in pickled or caviar form. The various range of fish
and seafood caviar include Grade 1 iranian caviar, yarra valley salmon caviar, sterling royal
caviar, flying fish roe, Tasmanian smoked salmon, yarra valley trout caviar and wood-
smoked tuna.
Black Pearl provides a variety of French delicacies mostly the meat items, which
involves duck confit, foie gras, marriage freres tea, cassoulet and fresh truffles. Duck confeit,
cassoulet and foei gras is made from duck or goose meat. Along with French delicacies the
company also provides a wide range of meat products such as quail, bungalow sweet pork,
crocodile, wood pigeon, boudin noir, pheasant, jamon Serrano, guinea fowl, vension and
saucisson sec.