Customer Needs Summative Assessment 1 Assignment Solution - Business

This assignment solution addresses key aspects of customer needs and service. It begins by evaluating the importance of establishing and following customer service procedures and standards within an organization to ensure effective employee training and conflict resolution, ultimately enhancing customer satisfaction and brand goodwill. The solution then explores the concept of informed consent in healthcare, emphasizing its role in achieving customer satisfaction through proper treatment and information disclosure. The assignment further details customer rights and responsibilities, covering aspects such as safety, respect, access to information, and the ability to provide feedback, as well as the customer's duty to treat others with respect and examine goods. Finally, it identifies and explains six communication mediums for regular customer interaction: email, phone, Skype, social media, newsletters, and snail mail, highlighting the importance of staff product knowledge to effectively convey benefits and encourage purchases. The solution is supported by references to relevant academic literature.

Running Head: Customer needs
Customer Needs

Customer Needs
Summative Assessment 1
Answer 1:
It is evaluated that every organization follows the procedures and standards for customer service
relationships so that they can give training to their employees in a proper way. If the procedures
and standards are developed in an organization, then it is the responsibility of the executives to
follow the same to solve the queries and problems of the customers. If one procedure and
standard is not maintained by the organization, then it can lead to conflicts and arguments
between the employees. Every organization should give focus on establishing the correct
procedure and standards so that the operations of the organization can be conducted in an
effective manner. By following same procedures and standards in the organization, the efficiency
of the employees is enhanced. If same procedure and standards are followed then it will give a
positive impact on the customers. As it will create a positive image in the mind of the customer
and also the enhancement can be seen in goodwill of the company (Goetsch and Davis, 2014).
Answer 2:
Inform consent is related to the healthcare. In this, the customer should give correct information
to the doctor about the symptoms and the problems. By this, the doctor can enhance the level of
satisfaction of the customer by giving proper treatment. It is a method in which the doctor should
give proper treatment and should disclose correct information to the patient so that the correct
treatment can be taken into consideration by the patient.

Customer Needs
Answer 3:
The rights and responsibility that should be explained are:
Rights are:
a.) To be safe from harm and abuse: The customer has the right to be safe from harm and
abuse and also to avail the services in a proper manner.
b.) To be given respect and kindness: Customer has the right to achieve respect and kindness
from the service staff. The needs and wants of the company should be kept on priority so
that the customer feel satisfied with the product or the services.
c.) To expect high-quality services: The customer expects the high-quality services that are
offered to them. The services that are offered should be good in quality and also satisfy
the needs and wants of the consumers.
d.) To attain the information that assists to make correct decisions and choices: It is the right
of the customer to attain the information that helps them to take corrective decisions and
also to avail proper services and products.
e.) To make a complaint or give feedback: The customer has the right to give feedback that
is very beneficial for the company. Feedback should be taken in a positive way so that the
improvement can be done. The customer also has the right to complain about the product.
If the complaint is received from the customer, then the company should try to solve it
immediately.
f.) To keep the personal information safe: The customer expects that the personal
information should be kept safe by the company. If the personal information of the
consumer is leaked by the company, then it will give negative impact on the image of the
company.
Responsibilities are:
a.) The customer has the responsibility to treat individuals with proper respect. Proper
respect should be given so that the customers feel satisfied and also comfortable in
purchasing the product.
b.) The customer has the responsibility to estimate the costs of product and also to purchase
the items if the satisfaction level is enhanced by using it (Long, 2013).
c.) Cooperation with the consumer protection authorities should be there so that the fraud
can be reported in a proper manner.

Customer Needs
d.) The main responsibility of the consumer is to examine the goods and also to ensure that
the products are not defective.
Answer 4.
Six communication mediums that are used to conduct regular communication with the customers
are:
a.) Email: It is a method that allows communicating with the clients in an effective manner.
The emails are sent to the clients with the short content. Email is a good source where the
multiple parties are kept in a loop for conducting a proper communication. Also, a record
is maintained that can be easily accessed. With the email, the company can easily give
information to the customer. It is an effective method that saves time and money (Peppers
and Rogers, 2017).
b.) Phone: Phone is considered as the best method for communicating with the clients. For
communicating with the client the company can easily use phones. It helps the
organization to attain the feedback and response in a quick way. It is also a method
through which the care can be shown of solving the issue and also apology can be made.
c.) Skype: It is also the method that can be used for effective communication. Through this
international and national calls can be conducted in an effective manner.
d.) Social media (Facebook, Twitter): One of the important methods to stay in touch with the
clients is with the use of social media. The company can use social media to share
updates, contents with the consumers.
e.) Newsletters: It can also be used by the company to communicate with the clients. It has
given success to many organizations.
f.) Snail Mail: It is a method that is used by many organizations to communicate with the
clients. There are many online groups who consider snail mail as an effective medium of
communication (Timoshenko and Hauser, 2017).
Staff should have proper knowledge of the product, as it helps to give accurate information to the
customers. If the proper knowledge of the product is possessed by the staff, then it can be easy to
explain its benefits and also to induce the customers to buy the product. If the proper advantage
is explained to the customer, then it can result in the positive outcome for the organization.

Customer Needs
References
Goetsch, D.L. and Davis, S.B., 2014. Quality management for organizational excellence. Upper
Saddle River, NJ: pearson.
Long, M., 2013. Fleets moving to smaller trucks: companies stepping down in class size to cut
costs, meet customer needs. Light & Medium Truck, 26(8).
Peppers, D. and Rogers, M., 2017. Evolution of Relationships with Customers and Strategic
Customer Experiences. Managing Customer Relationships: A Strategic Framework, pp.3-42.
Timoshenko, A. and Hauser, J.R., 2017. Identifying customer needs from user-generated content.