Customer Service Enhancement Strategies: A Comprehensive Report

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ENHANCE CUSTOMER SERVICE
EXPERIENCES
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Table of Contents
Q1: Provide an overview of the characteristics of customers you typically would encounter in
your chosen field of training. Describe their likely needs and expectations as well as any
special needs...............................................................................................................................4
Q2. Provide 5 examples of products and services you offer in your chosen field. Imagine you
are talking to a customer and briefly describe each of the products and services.....................4
Q3: Provide 3 examples of add-ons and extras available in your area and explain the benefits
or advantages to the customer if taken as a package..................................................................5
Q4: Choose 1 of the add-ons or extras and describe 2 methods for how you could effectively
sell the additional item. ?...........................................................................................................5
Q5. Provide 3 examples for how you could anticipate the needs of your customers in your
service area. This may include special provisions dependent on special needs, service
situation, preferences etc............................................................................................................5
Q6: How will you ensure all products and services are packaged or actioned before customer
delivery, including any variations, add-ons or special requests? How does this enhance the
standard level of customer service?...........................................................................................5
Q7: Choose 2 of the products or services you described in Question 2. Describe the types of
problems which might occur in relation to each product or service. ?......................................6
Q8 : Select 4 of the potential problems you identified in Question 7. Imagine that these
problems have been escalated to you to solve. What solutions could you implement to solve
the customer’s immediate problem and also demonstrate high quality customer service
(including replacements, refunds and alternatives)?..................................................................6
Q9: How would you ensure similar problems could be avoided and service provisions
improved in the future? What would this require and how should this be managed within the
team in your service area?..........................................................................................................7
Q10: Explain the procedures for dealing with conflict, outlining the steps and requirements
for verbal and nonverbal communication. What are your responsibilities as a
supervisor/manager?..................................................................................................................7
Q11. Provide 3 examples of promotional items or initiatives which could be used in your
service area, e.g. loyalty programs, and explain how these would be used effectively. ?.........7
Q12. Develop a customer feedback form which would allow collection of Details of
customers to establish a database Responses to questions enquiring about the product and
services you provide in your service area Additional comments or feedback from customers
Special preferences of a customer?............................................................................................8
Q13. Explain how you will evaluate this feedback form, how you would utilise the collected
data and how this would be useful to develop an ongoing customer relationship.....................8
Q14. List 3 examples for customer with special needs or disabilities you may encounter in
yourwork area. What are special requirements are likely for the examples you have provided?
....................................................................................................................................................9
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Q15. List 3 factors which must be considered when you need to compensate a customer to
ensure both, the interest of the business and the customer are satisfied?..................................9
References................................................................................................................................11
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Q1: Provide an overview of the characteristics of customers you typically would
encounter in your chosen field of training. Describe their likely needs and expectations
as well as any special needs.
It is very necessary to know your customer better end and because they are going to help in
growing your business to know what a customer wants and giving them the same service is
the key to make a strong relationship with your customer. Because more customer with good
bond means more profitability in the business. It is all about making the trust between
company and customer. The business initiation is firstly target the group of influence by
product should be known. The Market research is more important for the business setup. The
market is researched by the stakeholders that are experts of the market (James, et. al., 2013).
Q2. Provide 5 examples of products and services you offer in your chosen field. Imagine
you are talking to a customer and briefly describe each of the products and services.
So here we talk about the tourism. Business and what a customer needs are;
1: Product; it is important provide a good quality goods and service to the customer who are
bit difficult to handle and they can give a good feedback and use the services again. The
product is qualified by the quality check process. The other research about the similar product
wherever better option in it. It attracts publicity and promotion by the packaging designs
(Tanford, et. al., 2012).
2. Price: Another important thing to run this business in a good way it’s the price. The things
must be affordable. The price is comparatively less than already exist product and similar
options. Then they would prefer that easily. That is the mostly reason behind the product sale.
3: Promotion: it is necessary to promote the business by the help newspaper, television or
social media. So people can know about it. The promotions are depends on the attractive
design and benefits in social. The design of the packaging and presentation of the product
must be good for see (Lovelock & Patterson, 2015).
4: Place: The setup of the office must in the busy area or the centre of the city. In a good
location. The setup location is located within reach of mostly people for buy. Near the market
and online business also may adopt for the good sale strategy.
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5: Staff: People who are working the office or firm. That must be polite and knowledgeable
to know how to handle customers. The customer care officer should have polite
communication skills for handle the complaint and their sort out.
Q3: Provide 3 examples of add-ons and extras available in your area and explain the
benefits or advantages to the customer if taken as a package.
A add on service it’s like which can’t take alone. A person needs who to buy a product or
service to take the benefit of add on service like. Whenever a person in a tourism companies
office and the manager of the must offer him a good deal like a full the package with the
hotel, flight tickets, and some other good add ones. The offers are included as buy one get
one. The tickets of movies on offers of some amount free and bank offers on payment are
involved as add on (Amatulli, et. al., 2018).
Q4: Choose 1 of the add-ons or extras and describe 2 methods for how you could
effectively sell the additional item. ?
For effective sells the retailer or seller must know his product, he should know how to offer a
product and its details, he should understand the customer and what a customer is thinking,
he should make a complete presentation, he should dress well to impress the customer and
express the product. Buy two and get one is promote the product sale. The some extra
weightage is also involved in this for greedy promotion for public.
Q5. Provide 3 examples for how you could anticipate the needs of your customers in
your service area. This may include special provisions dependent on special needs,
service situation, preferences etc.
1: First is to know your customer and his/her needs. It is about that the customer ever
communicate with your brand or not or have they ever face any problem regarding your
brand.
2: It is about making a plan to attract the customer through the latest trends according to the
season and provide them the best possible product in an affordable price range. The sale
according to season and best buy offers on it can be initiated the customers numbers are
increased in the markets.
3: The next thing is to think about them sometimes a customer a completely different product
which is not available easily in the product. So it is duty of the retailer to make a product and
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customizes it according to the customer needs. The customers are involved the services for
the dependency on offers available in online market.
Q6: How will you ensure all products and services are packaged or actioned before
customer delivery, including any variations, add-ons or special requests? How does this
enhance the standard level of customer service?
It is about making a good relationship with the customer. Making more and more interaction
with them. So the retailer or seller can know their needs. Also he should take care about the
customer feedback whether it is positive or negative. Another thing is to listen the customer
properly. If a retailer don’t listen to them. And then responding As soon as possible and the
best to enhance the standard level of customer service are to use CRM platforms. The
confirmation messages are delivered for the first on information of product delivery. The
phone call is also involved before delivered on the door to door. The customer is not
available for the taking delivery is created alternate of this (Amatulli, et. al., 2018).
Q7: Choose 2 of the products or services you described in Question 2. Describe the types
of problems which might occur in relation to each product or service. ?
Price : It is one the important point where retailer put a such price of the product where
retailer can earn their profit and customer also can be satisfy. The price can be affordable for
the customers. The price also has some extra weightage or offers like small toy etc. for the
promotion and attraction for the product (Lacoste, 2018).
Product or service: This is the thing where the quality matters a lot. If the quality is good
customer will buy it even if it’s a little costly. The product or services of the customer and
manger relationship is maintained by the communications and good services. The services of
delivery are on time and should be provided prior to delivery.
Q8: Select 4 of the potential problems you identified in Question 7. Imagine that these
problems have been escalated to you to solve. What solutions could you implement to
solve the customer’s immediate problem and also demonstrate high quality customer
service (including replacements, refunds and alternatives)?
Sometimes it’s a bit difficult to handle a customer because they can be aggressive regarding
the replacement, refunds and alternatives. Whenever a customer bought a product it comes
with a guarantee or warranty booth can be of minimum of year. And replacement and repair
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both are possible under this period. Refund and alternatives both are bit difficult sometimes.
The offers on the product are not satisfied and the firm is provided apologies about it with the
messages and emails of subscriptions. The refund is confirmations by the customers for
telephonic conversations and emails. The replacements of the product are fast as soon as
possible in limit of the period available. The alternatives of the product should be identified
on the customer account (Sekaran, & Bougie, 2016).
Q9: How would you ensure similar problems could be avoided and service provisions
improved in the future? What would this require and how should this be managed
within the team in your service area?
1: First is to handle the irritated customers with the patience and empathy.
2. Adapting them in the way how they are communicating. The communication way is simple
and informative about the complaint and satisfaction and follows the ethics of
professionalism (Tartaglione & Formisano, 2018).
3. Clear communication with the customer in a positive way. The communication should be
easy for the customers and their language to understand in easy way.
4. Sorting out the customer quarries and respond them quickly. The complaint is filed by the
customers are handled politely. The way of guidelines are preferred for the handle the
customers and their complaint.
5. The last thing is to have a thick skin. What means is to take all the negative feedback with
a smile and then sort it. The way of feedback is clearly adapted by the negative and positive
way. It is most probable thing about the communications and handle customer with patience.
Q10: Explain the procedures for dealing with conflict, outlining the steps and
requirements for verbal and nonverbal communication. What are your responsibilities
as a supervisor/manager?
Managers who know how to communicate verbally and non-verbally are mindful and they
know very how to handle customers properly and deal with the negativity. Those managers
can for beyond the words to explore the complete meaning of the statement observing the
nonverbal communication. The managers have three way of communications like verbally,
nonverbally and by documents. The verbally is communicates on the telephonic and face to
face. The nonverbally is communicates in symbols and signs. The Documents
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communications is transfer and conversations by the mails and most of the complaints
registered in this way and solve it (Malthouse, et. al., 2013).
Q11. Provide 3 examples of promotional items or initiatives which could be used in your
service area, e.g. loyalty programs, and explain how these would be used effectively. ?
Following are the 3 examples for promotional items and their usefulness-
1. Referrals and Recommendation - As loyal customer refer to their friends and family the
customer base grows of a customer services program, the referral program generates higher
customers with high life time values and thus the company starts to grow more. The
customers have group that preferred only one site to online purchasing due their services are
suitable and trustworthy for them (Hüttinger, et. al., 2012).
2 Add on – Add on is a bonus services which customer can buy two or more products at the
same time in much less price, these are highly used to promote two services together at the
same time. The promotional activity is that for offers are available for the marketing the
products.
3 Develop Customer Relationship- It is important that the customer feel friendly when their
complaints are getting resolved which further develop a friendly relation and the customer
don’t feel like switching to other agency .The customers are involved by the gentle handled
by the managers and customer care executives in markets.
Q12. Develop a customer feedback form which would allow collection of Details of
customers to establish a database Responses to questions enquiring about the product
and services you provide in your service area Additional comments or feedback from
customers Special preferences of a customer?
The customer care format are invited the view of services provided by the company and their
level of satisfactions. The services are included the publicities and graphical representations
of the customers. The feedback are influences the sale and analyses of the quality
management systems.
Customer feedback Form:
Customer Name
Contact Number
Service Area
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Service Product
Feedback from customer
Remarks
Q13. Explain how you will evaluate this feedback form, how you would utilise the
collected data and how this would be useful to develop an ongoing customer
relationship.
Firstly we will work and collect the data from the feedback from generated through the
customer, the data collected from the feedback system will be filtered and saved on basis of
different product services .The collected data can also be used in promotional activities at
times for new services and offers when the customer .The collected data can also be used for
cold calling on existing services which a customer already using. The data is managed by the
review and graphical representation about the most of the company analysis and better
management in future (Tartaglione & Formisano, 2018).
Q14. List 3 examples for customer with special needs or disabilities you may encounter
in your work area. What are special requirements are likely for the examples you have
provided?
3 examples for customer with special needs encountered in work area.
● Providing quality service experience is based on the product quality and delivery type.
● Develop customer relationship is by the communication skills of the managers and
customers.
● Resolving difficult services are involved the services for best out of the company
reviews.
These examples require high skills and knowledge outcome to provide professional and
personalised customer service in less time and help the customer to get satisfied and provide
high business outcome to the company. The skills of the communications are developed by
the managers and other team members (Leeflang, et. al., 2014).
Q15. List 3 factors which must be considered when you need to compensate a customer
to ensure both, the interest of the business and the customer are satisfied?
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3 factors which much considered like –
The offers are included in some compensation according to guideline of the company.
The some amount of discount on next purchase is also way of satisfaction on complaint issue
to customer.
The facilities of refund and sorry message are universal way to compensate customers.
Respond to difficult services –
It is a good quality of a customer service to provide information on any details a customer
may ask for thus it is important to provide information on any query from difficult to an easy
task (Stark, 2015). Taking responsibilities of resolving complaints by professional methods
and strategy.
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References
 Tanford, S., Baloglu, S. and Erdem, M., 2012. Travel packaging on the Internet: The
impact of pricing information and perceived value on consumer choice. Journal of Travel
Research, 51(1), pp.68-80.
 Amatulli, C., De Angelis, M., Pichierri, M. and Guido, G., 2018. The importance of
dream in advertising: luxury versus mass market.
 Hüttinger, L., Schiele, H. and Veldman, J., 2012. The drivers of customer
attractiveness, supplier satisfaction and preferred customer status: A literature
review. Industrial Marketing Management, 41(8), pp.1194-1205.
 James, G., Witten, D., Hastie, T. and Tibshirani, R., 2013. An introduction to
statistical learning (Vol. 112, p. 18). New York: springer.
 Lacoste, S., 2018. From selling to managing strategic customers-a competency
analysis. Journal of Personal Selling & Sales Management, 38(1), pp.92-122.
 Leeflang, P.S., Verhoef, P.C., Dahlström, P. and Freundt, T., 2014. Challenges and
solutions for marketing in a digital era. European management journal, 32(1), pp.1-12.
 Lovelock, C. and Patterson, P., 2015. Services marketing. Pearson Australia.
 Malthouse, E.C., Haenlein, M., Skiera, B., Wege, E. and Zhang, M., 2013. Managing
customer relationships in the social media era: Introducing the social CRM house. Journal of
Interactive Marketing, 27(4), pp.270-280.
 Sekaran, U. and Bougie, R., 2016. Research methods for business: A skill building
approach. John Wiley & Sons.
 Stark, J., 2015. Product lifecycle management. In Product lifecycle management
(Volume 1) (pp. 1-29). Springer, Cham.
 Tartaglione, A.M. and Formisano, V., 2018. A Dynamic View of Marketing
Capabilities for SMEs¡¯ Export Performance. International Journal of Marketing Studies,
10(1), pp.126-135.
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