Analyzing Customer Needs and Service Delivery: A Business Report

Desklib provides solved assignments and past papers to help students succeed.

What Do Our Customer Need
1

Table of Contents
Introduction:....................................................................................................................................3
Assignment 1...................................................................................................................................4
1. What are the key customer services issue and challenges being faced by jess and his
department?..................................................................................................................................4
2. Analyze the tool/technique is used to identify customer needs in this case and explain how
they are going to help lee and jess in their situation?..................................................................5
3. What are the internal problems faced by Lee and jee and how do they overcome these
problems?.....................................................................................................................................6
4. Outline customer service standards that lee and jess will need to develop to enhance
customer service delivery; and the criteria for setting these standards?......................................7
Assignment 2:..................................................................................................................................8
Assignment 3.................................................................................................................................11
1. Identify the nature and scope of complaint............................................................................11
2. Description of errors or complaints:......................................................................................11
3. Measures to solve the problems.............................................................................................12
4. Report....................................................................................................................................12
5. Official letter to Katy:............................................................................................................12
Assignment 4.................................................................................................................................14
Customer service plan................................................................................................................14
2

Introduction:
Customer is known as the person or client who permits seller to create a statistical model to
optimise the process of production and also helps in the supply chains for the sellers. A
consumer will be customer but a customer is not necessarily being a consumer. A customer is a
person who buys or purchases goods and services from seller or shopkeeper but a consumer uses
it.
It is very important for all the persons like businessmen, shopkeeper or manufacturer to know
about the needs of the customer which is going on in the market otherwise they will not be able
to achieve their desired targets or goals. Order to understand the demands or the requirements of
the customer they conduct survey, interviews questioners and other methods which can be very
useful in company’s growth and their betterment.
In this study, there are two colleagues who have established the company and want to describe
the customer of the agency. Jess is one of them and has the task to create the best and suitable
method to attain the customer’s feedback about their requirement and needs for the company or
what type of products or goods they want for company or organisation. Lee is other member of
the team who is highly positive and has gathered the information about the customer service
approaches. Lee is the leader of the team and looks after the work of Jess so that nothing can be
missed by both of them.
3

Assignment 1
1. What are the key customer services issue and challenges being faced by jess and
his department?
The customer services mean providing the services to the customer in the form of information,
solving their queries helping them in providing quality services, etc. when there is any problem
in meeting up to customer needs then issues arise. Customer issue means the issue arises in
fulfilling the customer’s needs. The issues which are being faced by jess are:
 The old survey does not fulfill the demand of customer value. The old methods are used
in old surveys which did not solve the problems of customer
 It takes hours to study those surveys and the outcome is nil. Earlier while using old
methods, there is wastage of time as it takes hours to understand what the survey says.
 They did not provide the proper information as they don’t have proper feedbacks of
customers so incomplete information is there.
 They are unable to understand the expectations of customers which lead to customer
service issues as a customer are not satisfied with the services provided to them.
4

2. Analyze the tool/technique is used to identify customer needs in this case and
explain how they are going to help lee and jess in their situation?
The tools which are being used in determining customer needs are thinking about the proposal
and explaining it.
 To know about potential customers and there an expectation from the company.
 To be aware customer need and wants and what they are provided with. Training should
be provided to solve the problem which is there in the process.
 By getting feedback the current staff could achieve the work assigned to them.
Facilitation of focus group approach is another way to find customer needs. Next step is
to conduct a survey if required to gather relevant information regarding observation of
services and their values.
Customer feedback is the most important technique to be used in the process of customer
services. Both Lee and jee can use these techniques to overcome the situation they are facing.
Customer feedback measures can help them in improving the areas of their work with customer
satisfaction which results in the accomplishment of the work provided to them.
5

3. What are the internal problems faced by Lee and jee and how do they overcome
these problems?
Internal problems mean the problems which occur within the organization .in this no external
issues are involved. There is negligence within the organizations which causes internal problems
for the company.
The problems which are presented in this case study is the feedback issues regarding the services
they are offering to their customer. Another problem was a lack of proper information and
consumption of time as they were using an old method of the survey which is not giving any
relevant outcome. To overcome the above situation it is suggested to identify the customer,
services requirements and what they are offering and what is delivering to their customers.
Customers complain system also helps on overcome this situation. Assessment of the things
which are being offered to their customers and comparing it with what is important for them is a
way to resolve customer issues. The information is the baseline for a strong customer service
system which indicates matching up of customer requirements with the resource available. With
the help of calculating the cost of a survey they can overcome these customer service issues.
6

4. Outline customer service standards that lee and jess will need to develop to
enhance customer service delivery; and the criteria for setting these standards?
The standards for customer services should be taken care if Lee and Jess have to create the
enhanced to advanced customer delivery service. The standards are differ from one another
because they everyone has a different perspective for the company.
 External customers: Jess and Less should deal with their customer in a very polite and
professional manner. they should listen to their customers very effectively If they want to
create better customer relation and increase their market share and customer reach both
(Jasmand, et. al., 2012).
 Internal customers: Jess and Less must interact with their colleagues in a courteous
manner so that they can listen to them and work as per their orders. They should inform
their internal customers about the timing of the company and their level of production.
The internal customers of the company should be in touch with them on the daily basis so
that they can be informed about the changes done in the company.
7

Assignment 2:
Customer service charter for ToursRUs:
Purpose Customer service
goal
Overview of
industry practice
Customer service
commitments
Customer service
standards
- The purpose of
this article is that
ToursRUs
company is that
they want to
satisfy their
customers by
providing them
great deal in
travelling.
- Through this
charter they want
to record the
research done on
the tours and travel
field which will
help them to
understand the
working of the
tour and travel
industry in
Sydney.
- The customer
service goal is that
they want to
satisfy each and
every customer of
the company by
providing them
best level of
service which they
cannot get by other
company (Setia, et.
al., 2013).
- The other goal of
customer service is
that if a customer
takes service from
their company they
should be satisfied
at that extent that
they can give a
positive response
to other potential
customer who will
come from their
reference.
- The practice of
the company or
industry is that
they will join those
types of people
who want to travel
from one country
to other or from
one place to other
so that they can
cover their whole
journey with safety
and tension free.
- The tours and
travel industry is
the industry of
opportunities and
profit because the
company who
deals in these type
of industries know
about the rates
which they charge
from the customers
in the form of
other currencies.
- Commitments
which are done by
the company on
customer services
will be fulfilled.
- Commitment
done by the
company that they
will provide lunch
and dinner in the
customer’s stay is
a commitment of
the company for
their customers.
- Another
commitment by
the company is
that they will take
care of the stay in
other countries
without any extra
changes will also
be met by them.
- Customer service
standards which
are set by the
company are that
they will always
take care of their
external and
external customers
so that they can be
the permanent part
of the company.
- ToursRUs
company should
keep the relation
with their
customers very
polite so that they
can be loyal for the
company without
any hesitation.
- The interaction
with the customer
must be suitable
which cannot
offend them and
take care of the
feeling of the
8

customer.
Regular
improvements
and techniques
for the
assessment of
customer services
practices
Customer service
quality
management
Rights and needs
of customers
Complaints and
appeals
Contact details
- The method of
improving the
customer service
practices is that
company should
take care of
requirements of
the customers so
that they can fulfil
all their needs and
make them feel
satisfied
equivalent to the
amount they have
paid to tours and
travel agency or
company like
ToursRUs.
- Company must
take continuous
step to provide
something new to
their customers.
- The quality of the
customer service
should be
managed. It is very
important for the
company to be
consistent in
keeping their
quality of product
so that consumer
cannot get
disappointed by
them.
- A company
should always
appoint a quality
manager so that
they can be relay
on an individual
about the quality
of their product
and services which
is provided by
them to the
customers.
- The needs of the
customer are that
they want product
relevant to the
price they are
paying to the
company (Radnor
and Johnston,
2013).
- Company must
translate the rights
of customers to
them so that they
never get
distracted into the
words of
shopkeepers.
- Rights of the
customers are very
important for both
customer and
company because
if they will keep
aware about these
things they will
- Complaints
which are
registered by the
company of the
customers should
be taken seriously
so that they can
solve the problems
which customers
are facing and
create a place in
their heart.
- Suggestions
which are given by
the customer for
the betterment of
the company then
they should listen
to them and try to
apply them.
-
9

make high market
reach.
Presentation of the customer service charter:
Slide 1 – Title page
10

Slide 2 – Table of content
Slide 3 – Customer service is known as the type of service which is provided to all the
member of the company. Importance of customer serve is also explained in this assignment
11

where problems are also been soled by the company member because company is in the
position where they want to sort or manage their time so that they can give time to their
customers. Solutions are also provided for all the study (Chen, et. al., 2015). Customers
services standards are fullowed by the company an be pointless
Slide 4 – In this slide there will be discussion done on the basis of issues related to the
customers and about the problems which are for the buddy interlialis of the company. It
also adheres the main or important part of the company.
12