Manage Quality Customer Service Assignment Solved
Added on 2020-10-22
11 Pages1756 Words262 Views
|
|
|
Manage Quality CustomerService
Table of ContentsTASK 1............................................................................................................................................2TASK 2............................................................................................................................................3TASK 3............................................................................................................................................5TASK 4............................................................................................................................................6TASK 1Question 22: Explain public relation and product promotion in your own words.Public relations is defined as the strategic process of communication of organisations,individuals and business with public. It is necessary for the companies to build mutuallybeneficial relations with public for growth and development of the company. A public relationmanager of the company is responsible for providing an effective communication plan. For doingso, the manager uses different direct and indirect mediums to maintain a good and positive image
of brand in front of target customers. Managers are able to build positive image of the brand bybuilding of a strategic relationship with partners, employees, customers and stakeholders. Product promotion is defined as different actions which are initiated by the marketingdepartment to enhance the sales of any product or service. Product promotion uses different waysto advertise the product or service like mails, letters, TV commercials, posters, trade shows, etc. Question 4: Why must an organisation deliver products and services to customer specificationswithin organisation’s business plan.The organisational business plan provides information about the organisational structure,responsibilities of business. An organisation should deliver quality products and services tocustomers in order to increase the sales of the company. If the products are innovated andchanges in the products are made using new technologies it is beneficial for the company as itwill increase brand trust, loyalty and customer satisfaction. The business plan is related toestimate the profits made in business therefore an organisation must provide good qualityproducts to people for increasing sales of the company. Question 5: In your words, explain what is meant by the term ‘Vision statement’ when used in acustomer service plan or business plan? What should the vision statement discuss?A vision statement is given by organisations and it consists of the long term goals ofbusiness. In a business plan or service plan the vision statement will include the future goal ofthe business. In case of the service plans, the vision of the companies is to consistently providequality products and services to people. TASK 2Develop a customer service plan A customer service plan provides perception and expectation of the organisation. Thisplan determines the customer's demand and help in guiding the company to make an effectiveprocess to provide good customer service. Widgetbox Customer service planVision Statement
Widgetbox will be the leading company providing quality tools for widget development and itensures delivering products timely and giving good service to people. Mission StatementThe mission of Widgetbox is to offer good customer service using innovative type ofmanufacturing and testing widgets. In addition to this the company ensures to provide the bestsafety record of any widget company. Key internal and external stakeholderThe internal stakeholders of the Widgetbox includes managers, employees, board of directorsand investors. On the other hand, external stakeholder are entities which are not present inbusiness but they get affected by business. The external stakeholders are consumers, investors,regulators and suppliers. Product standardsMinimum safety requirementsGood material products Timely delivery of productsQueries and complaints must be sorted Policies and procedures Widgetbox will offer service by knowing the needs and demands of the customers. Afteranalysing the RATER model, innovative changes are made in products and services to retaintarget customers. Complaint policy and procedure includes various ways by which consumers can complain aboutthe product and they are online mails, reviews on website, ratings, letters, videos etc. Record keeping policy and procedure should be transparent. Product promotion and public relation strategies should be made to attract new customers andretain the existing customers. Reflection Plan The refection plan is a process which any company follows to engage in continuouslearning and growth of the business. It includes evaluation of theories and values to performdaily activities.
End of preview
Want to access all the pages? Upload your documents or become a member.
Related Documents
Manage Quality Customer Service Assignment : Innovation Widgetlg...
|23
|6039
|405
Innovative Widgets Customer Service Policy and Procedurelg...
|13
|3044
|246
Customer Service Plan Of Innovative Widgets - Deskliblg...
|9
|1794
|299
Comparison of Organizational Structures and Business Objectives of Sports Direct, Nike, and a Voluntary Organizationlg...
|1
|975
|429
Developing a Customer Service Planlg...
|10
|1404
|398
Manage Quality Customer Service: A Comprehensive Guidelg...
|21
|4051
|332