Quality Management: Customer Handling Issue in Diploma of Business Management

QUlaity management
Customer handling issue
Diploma of Business Management
Name of the author-
University Name-

Table of Contents
Task-1.......................................................................................................................................3
Task-2.......................................................................................................................................9
Part-A....................................................................................................................................9
Description of company.......................................................................................................9
Part-B..................................................................................................................................11
Answer to Question No. 1......................................................................................................11
Answer to Question No. 2......................................................................................................11
Answer to Question No. 3......................................................................................................13
Answer to Question No. 4......................................................................................................13
Answer to Question No. 5......................................................................................................13
Part-3..................................................................................................................................13
Presentation task................................................................................................................13
Task-3.....................................................................................................................................13
Answer to Question No. 1......................................................................................................13
Answer to Question No. 2......................................................................................................14
Answer to Question No. 3......................................................................................................14
Answer to Question No. 4......................................................................................................14
Answer to Question No. 5......................................................................................................15
Answer to Question No. 6......................................................................................................15
Answer to Question No. 7......................................................................................................16
Answer to Question No. 8......................................................................................................16
References.............................................................................................................................17

Task-1
With the changes in economic condition and complex business structure, each and
every organization needs to create competitive advantage to win over the rivals. In this report,
three different tasks have been undertaken and proper answers have given for all the asked
questions.
Question/Answer
Q1
.
Imagine you work in a shop. List three things you can do to engage with a new
customer walking into the store.
Three things to engage with a new customer walking into the store are as follows:
1. Reward on a personal level- Honouring a customer on a personal level simply gives a
positive gesture towards them. Maintaining a personal data and call them by their
name on their second visit makes them feel they matter.
2. ‘Free’ A Magical word- It gives customers a chance to know your product and
services without spending any money. This increases product marketing also.
3. Discount and Offer – This is a very creative and low cost way which attract customer
to the store. Customer see these discounts as good deal to save money (Magids,
Zorfas 2015).
Q2
.
In your own words, explain what is meant by the term “vision” when used in a customer
service plan.
Vision in the context of customer service plan is termed as the standards and plans to
provide excellent customer service. In these strategies customers are treated with
dignity and respect and their needs are fulfilled they approach the businessman. It
gives an interactive approach in which enterprises learn to treat different customers
differently. Customer service plan gives employees an understanding of what the
vision and organisational goals are and help them understand their responsibility to
achieve their vision. An organisation with its customer service vision teaches skills

Question/Answer
and better experience to its unprepared and untrained employees for dealing with
customer issues (Jenkins, Ford 2018).
Q3
.
In your own words explain what is meant by the term “mission” when used in a
customer service plan.
Mission statement is made to achieve the vision of any company or organisation. It
describes the organisational goals, functions and philosophies. The mission widget
conveys to its customer a passion and consistency in delivering their best service
experience. Mission statement in customer service plan is basically to spread the
optimism by inspiring healthier communities by connecting people (Hill, Alexander
2017).
Q.
4
How do industry codes of practice affect your role of managing customer services?
Industry codes of practice provides benefits to both the industry and consumers in
enforcement and creation of appropriate industry practices formulated by experts.
These practices gives protection and safeguard to the consumers. These practices are
flexible towards industry code that allows businesses to manage market issues which
are adaptable to changing consumer needs (Epstein 2018).
Q5
.
List the different records that need to be kept and reviewed to ensure quality customer
services.
To ensure quality customer services company needs to keep these records:
(Kondasani, Panda 2015)
1. Keeping customer information private and confidential.
2. Collecting complete information of customer for better services.