Customer Service Strategies for VTI KarMart

Running head: TASK QUESTIONS 1
Task Questions
Student’s Name
University

TASK QUESTIONS 2
Task Questions
Task one
Company Mission
VTI KarMart exists to offer quality products and services in medium to high segment cars that
suit the needs of every customer.
Company vision
We believe that we are in business to make purchase and access of different types of cars easy
and on time. We are constantly focusing on reviewing our customer service strategy to meet the
growing needs of our customers and increase their service satisfaction through reduced waiting
time. We believe that by choosing us, customers have made the right choice and we will
compliment this choice by top notch quality service that you cannot find anywhere else. VTI
KarMart is always there to meet your needs at all times. All you need is just knock at our door.
How the needs of customers will be identified
Customers will be allowed to feel service questionnaires to highlight areas that need to be
addressed. Quality service department will analyze these responses and highlight them to
management.
Customer needs will be assessed through use of qualitative indicators in the questionnaire that
will form the basis of what customers like most and what needs to be changed.
Customer needs will be responded to either individually, as a group or through policy. Individual
responses will focus on isolated situations where the customer raised special considerations.
Group needs will focus on an area that need to be addressed at the organizational level and
giving of feedback through the public platform where customers are allowed to post general
comments. Policy areas are based on issues that the organization has highlighted.

TASK QUESTIONS 3
Legislative and regulatory requirements will be met through designing policies that guide the
way the VTI KarMart relates and works with its customers.
Quality is the driver of customer satisfaction since it creates efficiency and reduces customer
complaints. VTI KarMart will set quality standards for every organizational department as a way
of regulating and ensuring that standards are met.

TASK QUESTIONS 4
Customer process flow chart
Top management
Input
Process Customer makes
request through the
customer service depart
Customer need
is analyzedRequest is forwarded
to the relevant
department
Response given in
terms of customer
obligations
Payment
Customer
acknowledges to
meet the
obligations
Processing of the
customer need
Feedback is forwarded
to relevant
department
Customer gives
feedback
Feedback
analysis
Strategies to
address the
feedback
End
If candidate does not
accept offer, the next
qualified applicant is
made an offer
If customer does not agree
to meet the obligation then
the process is terminated