Implementing Customer Service Standards Contents

Implement customer
service standards

Table of Contents
Contents
ACTIVITIES....................................................................................................................................1
ACTIVITY 1A.................................................................................................................................1
Refer to Case Study A......................................................................................................................1
1. Specify five needs/priorities which should be met if a high-quality service is to be met in
communication with Simon........................................................................................................1
2. Specify five communication techniques that may be used by the used car salesperson.........1
ACTIVITY 1B...................................................................................................................................1
1. Should you treat all customers the same?...............................................................................1
2. If you are looking to make improvements to services/products what do you need to
consider?.....................................................................................................................................2
3. Name two possible requirements that your organisation may have........................................2
ACTIVITY 1C...................................................................................................................................2
Refer to Case Study B......................................................................................................................2
1. Specify two steps that may be taken if John resists the suggestion of improvements to
customer service..........................................................................................................................2
2. Give a description of the choices of format relevant to findings about the customer service
delivered by John........................................................................................................................2
ACTIVITY 1D.................................................................................................................................3
1. Who needs to know your organisation’s customer services and terms and conditions?........3
2. List two methods that you could make your customers aware of your organisation’s
services and/or products..............................................................................................................3
3. Name three online services that an organisation can have for their customers to use............3
ACTIVITY 2A.................................................................................................................................4
Refer to Case Study C......................................................................................................................4
1. Give an description of the process which the manager of the Outback Adventure group
should follow for the communication of customer service strategies.........................................4

2. Give five examples of designated individuals/groups who should be informed of
opportunities in relation to customer service..............................................................................4
ACTIVITY 2B.................................................................................................................................5
1. What should you do if you need to request resources and budgets to make changes?...........5
2. How should you prioritise the allocation of resources and budgets for necessary changes?..5
3. Name two service expectations that customers will require...................................................5
ACTIVITY 2C.................................................................................................................................6
Refer to Case Study D......................................................................................................................6
Give an overview of the procedure that should be followed for the purpose of resolving
Sarah’s complaint about the flat-screen television......................................................................6
ACTIVITY 2D.................................................................................................................................6
Refer to Case Study C......................................................................................................................6
1. Give an overview of the process that should be followed for communication of the
customer service strategies to designated individuals and groups..............................................6
2. Specify four details that the organisation’s staff should be informed of with regards to
implementation of the customer service strategies.....................................................................6
ACTIVITY 3A.................................................................................................................................7
1. How can you review the changes made to your customer service? First of all, provide
useful and constructive feedback, then discuss about range of element, involving customer
service. In the prospective customer be detailed, specific and honest, keep it civil and friendly.
Take out the links and personal information. In last do proofread of review. To change and
make best customer service, so organization able to make better decision making and also
allow to hear the voice of customer............................................................................................7
2. How should you present your findings in relation to changes made to customer service?....7
3. How would you make your conclusions from the changes made to your organisation’s
customer services?......................................................................................................................7
4. What should you do after reaching your conclusions?...........................................................7
ACTIVITY 3B.................................................................................................................................8
1. Identify three elements of a customer satisfaction report. In the context of good service
customer satisfaction, it starts with right attitude and mind set and also having the right
underlying attitudes and motivation............................................................................................8

It needed the effective communication that is very essential because to understand the things
is very beneficial, if customer unable to understand they will not satisfy..................................8
Good customer service is practiced on internal customers.........................................................8
2. Provide details of four sections that should be included within a customer satisfaction
report...........................................................................................................................................8
ACTIVITY 3C.................................................................................................................................8
1. Write a description of reporting procedures and the ways in which they should be applied in
relation to customer service........................................................................................................8
2. Identify four factors that may have a bearing on customer satisfaction and should be
recorded and reported..................................................................................................................8
SUMMATIVE ASSESSMENTS....................................................................................................9
SECTION A: SKILLS ACTIVITY.................................................................................................9
How you assessed the customer service needs and the communication techniques used to do
this...............................................................................................................................................9
The implementation schedules for your proposed changes and the budget resources needed.. .9
The best practice models for your organisation..........................................................................9
How the proposed changes will affect your organisation’s products and/or service? standards.
...................................................................................................................................................10
SECTION B: KNOWLEDGE ACTIVITY (Q & A).....................................................................10
Outline the principles of good customer service.......................................................................10
Identify four sources of information and/or communication techniques that may be used for
the purposes of identifying customer needs and reviewing customer satisfaction...................10
Give a short description of your organisational business structure and the way that it relates to
customer service........................................................................................................................10
Identify four reasons why customers may make complaints related to your products and
services......................................................................................................................................11
Give low quality product and services......................................................................................11
If customer ordered something long wait on hold, uninterested service rep, new product or
feature request, no first call resolution......................................................................................11
What are standards in business?................................................................................................11