Manage Quality Customer Service

MANAGE QUALITY
CUSTOMER SERVICE

Contents
INTRODUCTION...........................................................................................................................3
TASK 1............................................................................................................................................3
TASK 2............................................................................................................................................3
TASK 3............................................................................................................................................4
CONCLUSION................................................................................................................................6
REFERENCES................................................................................................................................6

INTRODUCTION
The customer's perception of how well our service meets his or her expectations. Both the
services we deliver and the expectations we help to create are important aspects of quality. This
report is based on a case study which classifies the information in three tasks (Li and et.al.,
2019).
TASK 1
Identify two external customers relationship
The needs of every customer are different and in order to identify them it is necessary that
relationship is maintained with them for a long period of time. in order to do that they need sales
people who can give them advice on the basis of their needs.
Identify internal customer relationship
It involves the relation between the members of the staff which was not up to the mark and
which was creating difficulties in treating and responding the customer with the right
information.
Key customer service issue.
A) The key customer service issue is that there is no relation between the upper level of
management and associates which creates passing of wrong information to the customers.
This affects the level of service provided to the customers.
B) It can be improved by making changes in the procedure such as engaging meeting with
the whole members of the team so that all the details can be discussed and shared through
which they can implement the ways on the basis of needs and wants of the customers (Lai
and Nguyen, 2017).
TASK 2
Customer Service Standard
Activity Standard to be met Actions to ensure standard is met