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Manage Quality and Customer Service

   

Added on  2021-01-02

17 Pages4569 Words143 Views
Business DevelopmentProfessional DevelopmentDesign and Creativity
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Manage quality and customerservice
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Table of ContentsActivity 1.1.1-1.1.5..........................................................................................................................11.1.1 Customer driven organization............................................................................................11.1.2 Customers of retail distribution company .........................................................................11.1.3 Needs of customer..............................................................................................................11.1.4 Customer market segmentation..........................................................................................21.1.5 Supply chain ......................................................................................................................3Activity 1.2.1-1.2.2..........................................................................................................................31.2.1 Good managers...................................................................................................................31.2.2 Value added selling............................................................................................................4Activity 2.1.1-2.1.2..........................................................................................................................42.1.1 Difference between customer need, want and requirement...............................................42.2.2 business plan and use of needs, wants and requirements to deliver organizationsproducts in a plan........................................................................................................................5Activity 2.2.1 – 2.1.5.......................................................................................................................52.2.1 Areas where commercial or professional organization have success................................52.2.2 monitoring and measures to identify problems in service.................................................62.2.3 skills required to meet customer expectations...................................................................62.2.4 Success in customer-business relation, Innovation, building relationship.........................62.2.5 Gain and retain customer loyalty.......................................................................................7Activity 2.3.1...................................................................................................................................7Activity 3.1.1-3.1.3..........................................................................................................................83.1.1 Relationship between profits, customer satisfaction, employment and organization........83.1.2 Decrease in sales...............................................................................................................83.1.3 Strategies to find out decrease in sales...............................................................................8Activity 3.2.1 ..................................................................................................................................8Activity 3.3.1.................................................................................................................................10Activity 3.4.1.................................................................................................................................11Skills and knowledge activity...................................................................................................11Major activity............................................................................................................................12
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REFERENCES..............................................................................................................................13
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Activity 1.1.1-1.1.51.1.1 Customer driven organizationIt is one that has realized the importance of customer services and placed customers ontop to overcome competitive advantage. Now-a-days driving force of every organization iscustomer (Izogo and Ogba, 2015). It means responding to needs, expectations and wants ofcustomer, in better and faster manner.1.1.2 Customers of retail distribution company Well informed shopper- includes those customers who do research about a product beforepurchasing it. They compare prices, read descriptions & reviews about product and also knowabout store.Showroom- includes those check out products in store and prefer to buy online at comparativelylower prices. They usually compare price before buying it.Wanderer- includes those customers who just walk in store for chilling or to see somethingwhich they like. They don't have any intention to buy.Speedy-includes those customers who enter store, shop what they want and move out as soon aspossible. They don't put eye on other products.Confused- includes indecisive customers who themselves have no idea what they want topurchase. Customers who do not have any information or know too much about product.Bargain hunter- includes those who has intention to purchase goods only after bargaining. Theyrun after minimum price. They generally prefer non branded goods.Chatty - includes those who talk more and speak less.Regular customers- those who visit the store on daily basis. They are loyal customers of store.They use services of company on regular basis.Discount- includes those who buy only at the time of sale.1.1.3 Needs of customerService- Whenever any customer make a purchase, they expect to get services attached with it. Iflevel of purchase is large then services attached with it will also be more and if purchase is smallthen small services are given. It includes after sale services (Ross, 2017).1
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