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Delivering Products and Services to Customer Specifications in Redbubble

   

Added on  2020-04-01

20 Pages3583 Words425 Views
Running head: ASSESSMENT 2ASSESSMENT 2Name of the Student:Name of the University:Author Note:Table of Contents

1ASSESSMENT 2Part 1: Deliver products and services to customer specifications within organization’sbusiness plan....................................................................................................................................31a. Customer Service Policies and Procedures............................................................................31b. Summary of the key components that enables Redbubble to deliver products andservices to their customer base in a better way............................................................................31c. Three things recommended in the pdf by the authors as a way of delivering serviceexcellence (Arden and Edwards 2017).......................................................................................4Part 2: Team Performance...............................................................................................................42a. Restaurant Management Kit..................................................................................................42b. Making decision to overcome problems and to adapt the product and services byconsulting with appropriate people and group.............................................................................5Part 3:Mentoring & Coaching using GROW model...................................................................51.Employees are inconsistent with their performance.............................................................52.Managing their time and prioritising effectively is difficult for them..................................63.Their focus is on delivering ‘Perfection’ rather than ‘Excellence’.......................................6Part 4:Customer Relationship Management Techniques.............................................................64a. Customer Relationship Management.....................................................................................64b. Using the Customer Relationship Management (CRM) model shown below, describehow each component helps..........................................................................................................74c. Organizational Policy & Organizational Procedures.............................................................84d. Possible solutions for the three customer complaints in Appendix 1 using the problem-solving model provided below.....................................................................................................9

2ASSESSMENT 2Appendix 1:...................................................................................................................................12Problem 1: The Confused Consumer.........................................................................................12Problem 2: The Angry Consumer..............................................................................................14Problem 3: No Communication.................................................................................................16Appendix 2:...................................................................................................................................18GROW Model Template............................................................................................................18References......................................................................................................................................19

3ASSESSMENT 2Part 1: Deliver products and services to customer specifications within organization’s business plan1a. Customer Service Policies and ProceduresThe Customer service policies of Redbubble are as follows (Redbubble 2017):Intellectual property (IP) and public rights (PR) policyPrivacy PolicyVaries Policies including the fine print of the content, members age, maturity ofthe content, spamming, specific laws of certain countries, Return and exchangepolicies and ethical policies. The Customer service procedures provided by Redbubble are as follows:The customers can visit the company site and choose the product and order itdirectly from thereFor the payment channel, the customers can follow the steps in the paymentand discounts section of the company websiteThe company has a 90 days return policy, so the customer who wants to returnor exchange the product must do so following the proper steps.1b. Summary of the key components that enables Redbubble to deliver products and services to their customer base in a better wayAll the policies including the IP and PR policy, privacy policy and the ethical policyof the company ensures that the business is done in the correct format without raising anyfurther issues and the various products and services are provided by the company to thecustomer in the best way possible. Whereas the procedures followed by the company ensuresthat incase of any issue of difficulties that is faced by the customers gets noticed and workedwhich further makes sure that the company do not end up losing its customers.

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