SITXCCS008 Develop and Manage Quality Customer Services Practices

SITXCCS008 Develop
and Manage Quality
Customer Services
Practices

Contents
INTRODUCTION...........................................................................................................................4
MAIN BODY ..................................................................................................................................4
Question 1 .......................................................................................................................................4
Question 2........................................................................................................................................4
Question 3........................................................................................................................................4
Question 4........................................................................................................................................5
Question 5........................................................................................................................................5
Question 6........................................................................................................................................5
Question 7........................................................................................................................................6
Question 8........................................................................................................................................6
Question 9........................................................................................................................................6
Question 10......................................................................................................................................6
Question 11......................................................................................................................................7
Question-12......................................................................................................................................7
Question- 13.....................................................................................................................................8
Question- 14.....................................................................................................................................8
Question-15 .....................................................................................................................................9
Question-16......................................................................................................................................9
Question- 17.....................................................................................................................................9
Question-18......................................................................................................................................9
Question-19....................................................................................................................................10
Question-20....................................................................................................................................10
Question- 21 ..................................................................................................................................10
Question – 22.................................................................................................................................10
A questionnaire..........................................................................................................................12
B Survey data collected ............................................................................................................13
C SWOT and PESTLE analyses ...............................................................................................13
PEST analyses ...........................................................................................................................14
REFERENCES..............................................................................................................................16

INTRODUCTION
Customer service is one of the important and valuable part of the business which required
focus from the management of the organisation. It is very important for the management to
always think about the topic or the areas which can be used by them to operate their business in
effective and valuable manner. Customer service has played important role for the promotion of
customer satisfaction in the organisation which helps the organisation to operate their business in
effective and valuable manner. This report contains number of strategies and the policies which
the management of the organisation can be followed to improve their customer services.
MAIN BODY
Assessment-1
Question 1
Customer's needs, expectations and satisfaction is very important for every business to
grow in the market. An organisation can take different steps to fulfil needs and expectations of
their customers. They have to do proper research for this work and it can be formal or informal.
Formal research method of customer studies includes factors like marketing research, customer
intelligence and customer analytics (Ali and Mehreen, 2018).
Informal research method of customer studies includes factors like questionnaires for present and
past customers or conversation regarding products and services.
Question 2
For proper research of customer's need business also have to find out some informations
regarding their customers to understand their expectations and capabilities. These informations
may include age, gender, occupation, income level, taste, preferences, education of customers
and many other.
Question 3
Questionnaire for cafe's customers is a tool used to know about preferences, happiness
and satisfaction level of consumers. It includes the questions like:
 How customer hear about the cafe?
 How they often visit in the cafe?