Manage Quality Customer Service - Doc
Added on 2020-09-17
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Manage qualitycustomer service
Table of ContentsASSESSMENT 1.............................................................................................................................1Task 1 a.).....................................................................................................................................1Task 1 b.......................................................................................................................................1Task 1 c.......................................................................................................................................1Task 2 a)......................................................................................................................................1Task 2 b)......................................................................................................................................2Task 2 c)......................................................................................................................................2Task 3 a)......................................................................................................................................3Task 3 b)......................................................................................................................................5Task 3 c)......................................................................................................................................5
ASSESSMENT 1Task 1 a.)Two external customer relationshipSupplier: It is important for the organisation to provide correct information to thesupplier. A batch of finished products was rejected because some of the input was not asper stated quality. Clients: Clients are important as they need to provide information related to the productsand services so that they can make the decision of buying those products. Task 1 bOne internal customer relationshipThe internal customer is everyone in the organisation from the top level management tothe people on the ground. It is important that all the information and communication flowmanagement to the lower level employees. In addition to this, data and feedback from customerscan flow from the employees in the organisation to the internal customers in the marketingdepartment. Task 1 cA key customer service issuesa.) The resources' limitation which impacts the issues Issues which company is facing is related to the lack of quality services due to whichcomplaints increase from the supplier side. All the services are not delivered on the given timethen it impacts the profitability of the company (Emerson, McGill and Mansell, 2013).. Differentclients have different needs and want related to resources which need to be fulfilled so thatrelationship can be maintained with customers. b.) Way to resolve the issues Issues can be resolved if company acknowledge that different customer group needsdifferent resources. Customers want continuity of contact with particular company staff so thatthey can get right information related to the products and services. Upper management needs tokeep proper coordination with the front line staff (Dabholkar, 2015). It is so because if wronginformation is delivered to customers then it impacts the sales of the company. Task 2 a)ActivityStandard to be metActions to ensure standard is1
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