Service & Warranty - Assignment 1

This assignment covers topics such as customer service, proper attitude, communication, and new home orientation. It includes identifying benefits of effective customer vision and service initiative, allocating percentage to proper attitude, principles of reassuring customers, and components of new home orientation.

SERVICE & WARRANTY
Assignment 1
Student Name:
Student ID (if applicable):
Course Date:
Course City:
Instructor Name:
NOTE:
Assignments must be submitted 2 weeks ahead of the in-class session to
instructors via email.
You can access your instructor’s email address directly within your student
account under Classroom Session Information within each specific course. If
you cannot locate this information, please email [e-mail].
CHBA BC CODE OF CONDUCT
 When you registered for this course, you agreed to adhere to the CHBA
BC Education Honor Code. Initial this box to confirm your understanding that
any form of academic dishonesty will not be tolerated.
Service & Warranty – Assignment 1
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CUSTOMER SERVICE
There are five benefits listed in the course as benefits of an “effective
customer vision and service initiative”
Identify the five benefits and using your own experience and logic list
one reason why the customer would gain from each benefit.
Benefit
#1
Brand loyalty
Gain for the Customer:
For an organization to retain a customer, ensuring the customer
receives positive and enhanced experience will be an advantage to a
customer.1 Therefore, the customer is treated with uttermost care.
Benefit
#2
Higher efficiencies.
Gain for the Customer:
The customer vision and service initiative ensure a plan for working on
important areas regarding the customer hence reducing deviation. For the
customer, he or she receives ultimate satisfaction from the services offered
since all attention is on the customer.
Benefit
#3
Cost-effectiveness
1 Andrew Wilson, "Discerning Customers Demand More Than Service Quality" (1994)
4(6) Managing Service Quality: An International Journal. 94
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Gain for the Customer:
Since an organization wants to keep a particular customer, the
organization will ensure the customer is satisfied with the price of the
commodity offered.
Benefit
#4
Effective communication
Gain for the Customer:
Fourthly, we have effective communication. By designing strategies to
convey information to the customer, useful feedback is generated on the
customer needs. 2
Benefit
#5
Reduction of the risk of employee commitment and business
failure
Gain for the Customer:
If a business is performing excellently, the customer needs are assured to
be met hence the customer will always be satisfied.
PROPER ATTITUDE
The course identifies “Proper Attitude” as a key element of the “total
salesperson”.
What percentage of the total does the course allocate to this element? _____%
Write a short script outlining what you would say to a customer about your
company’s philosophy on the “proper attitude”. (Your script should run no
more than 60 words and should be based on the content of the course.)
Your company’s philosophy on “proper attitude” is:
2 Andrew Wilson, "Discerning Customers Demand More Than Service Quality" (1994)
4(6) Managing Service Quality: An International Journal. 78
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As a company, we delight ourselves on our outstanding adequate
attitude at work. We believe it’s a critical subject since it ensures benefits
to both employees, clients and the organization. With no doubt, proper
attitude brings in new energy and motivation to turn bad circumstances
into new opportunities hence allowing to a provide a top-notch experience
to our customers.
COMMUNICATION
Your customer asks you to confirm that you understood his verbal request
to you. What three principles would you use to reassure them that you
understood what they said?
1. One has to apply precise and concise sentences. By avoiding
convoluted statements and sentences and employing direct
language, the customer is assured.3
2. One has to speak with confidence. This helps build trust and
command the respect of the customer.
3. One has to be a good listener. It will help build the quality of verbal
interactions. It shows that you care about what the customer says/
NEW HOME ORIENTATION
The course identifies six components to a New Home Orientation
Identify three of them and write a short script of what you would say to your
customer about the importance of each of the three components to them.
3 Dilip P Barad, Improving Communication Skills (Paradise Publishers, 2008). 34
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1. Operation of the house components.
Script:
This component is important because as the customer, you will be able to
understand to operate all the appliances hence becoming easy for you to
maneuver the new house without any problem.
2. Warrant coverage.
Script:
After you move into the house, a warranted problem will be covered
quickly. Therefore, by understanding the warranty procedures, you’ll save
a lot of expenses that can be covered by the builder.
3. Responsibility and maintenance.
Script:
Through learning about the responsibilities for the upkeep of the property,
you will be able to understand issues not covered in the warranty hence
carrying out due diligence.
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Bibliography
Wilson, Andrew, "Discerning Customers Demand More Than Service Quality"
(1994) 4(6) Managing Service Quality: An International Journal 116
Barad, Dilip P, Improving Communication Skills (Paradise Publishers, 2008)
345
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