SITXCCS008 Develop and Manage Quality Customer Service Practices

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SITXCCS008 Develop and manage quality customer service practices
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Contents
Introduction................................................................................................................................................3
ASSESSMENT 1......................................................................................................................................4
ASSESSMENT2.....................................................................................................................................15
ASSESSMENT 3....................................................................................................................................19
Conclusion...............................................................................................................................................20
REFERENCE..........................................................................................................................................21
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Introduction
In this report, a study of the customer services is for the increase in the sale of the product is discussed.
Customer services mean the services which are provided to the customers to increase the market value
of the product and to retain the customer. In this report, a detailed study about consumer behaviour is
discussed which influence the demand and supply of the product .customer services help in the
enhancement of customer satisfaction towards the product which they are offering.
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ASSESSMENT 1
QUESTION ANSWER
1. Explain how informal and formal research can be used to develop quality customer service. Provide an
example for each research method.
Response
Formal research is the research which is more systematic and is the methodology of the discipline. The
project will be well cited and documented whereas in an informal research project is less systematic and
the researches may or may not add any new in his research work. Formal research is usually done in
academic(collecting data) whereas informal research is done in individual behaviour (questionnaires)
2. Why is it important to have an understanding of your competition in order to plan for quality customer
service?
Response
It is necessary to understand our competition so that company can survive in the market and can expand
its business in the market by doing market research and adopting different promotion techniques to
increase the sales in the market. (Cui, et.al., 2017).
3. When developing market knowledge, it is essential to have an awareness of how the market is divided.
Explain each of the following segments of the market. Provide examples of how each segment can
influence customer choices and trends.
Response
Yes, it is very important to have the awareness of the market as the market helps in determining the
demand and supply of the product
Demographic segmentation means goods according to the age, religion, gender and income like
launching products according to income group like luxury products (cars)
Geographic segmentation means goods according to place, distribution, supply like a restaurant offering
the local dishes
Psychographic segmentation means goods according to the behaviour of the buyer personalized products
to customers (on the basis of colour and quantity).
Behavioural segmentation means goods segmented according to services providing and customer
choices. an example is restaurants like McDonald (Cui, et.al., 2017).
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4. Why is it crucial for a manager to have in-depth knowledge of internal and external business
environments to provide quality customer service? Provide 2 examples with each, for internal and
external factors
response
It is crucial to have a deep knowledge of the internal and external business environment because they
have a deep impact on the working of the company. Internal factors are the events which occur in the
company like cultural change and financial change whereas external factor is the change outside the
company which have an impact on the working of the company. Example like a change in government
policies and completion in the market.
5. Identify three ways you can obtain information about current trends in your industry
Response
The ways through which information is obtained are
Market research and its report
Competition in the market
Customers choices
6. Explain businesses’ responsibilities under Consumer Protection Law and how it impacts on
customer service delivery.
Response
The responsibility of business is to keep a proper check on all the things starting from production to
sales .customer satisfaction is the aim of the business and business needs to follow all the law related
with the customers. The impact of this is that by following customer protection law company get a good
response from the customers as this helps in making a strong base from customers and helps in
increasing the production of the company
7. Explain why it is important to have a clear refund and cancellation policy and what is required if
there are potential price increases.
response
Because clear refunding will help in solving the issues of customers easily this will save the time and
money of the customers as well as businesses. The customer is required to pay the extra id any as per
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the terms of the company and per the fluctuation of the market.
8. Describe the importance of providing accurate product information to customers in order to provide
quality customer service.
response
Providing accurate product information helps to increase the product demand in the market and helps in
increasing the sales of the company. When the customer gets all the product information there will be no
further query regarding the product.
9. In order to provide quality customer service, it is important to establish your target market. Provide 4
questions you should consider when developing a clear customer profile.
response
A number of employees and its impact on sales?
What is the Market position and marketing technique?
Methods of Product development?
What are the ways of Customer support?
10. Why is consistency crucial to providing quality customer service?
Response
It provides good customer relationship
It helps in building loyalty among customers
It helps in building brand reputation
11. Describe five common principles of customer service in detail
response
Try to meet up to customer expectation
Listen to customer complains
Know your product features well
Good communication skill training to staff members
Retention of profitable customers
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12. Suggest three service standards encourage quality customer service for your specific
industry.
Response
Transparency standards
Empowerment standards
Efficiency standard
13. Describe 3 industry schemes aimed at improving customer service, including 1 relevant to your
work area
Response
Focus on customers feedback
Appreciates the work of staff
Improving customer interaction
14. Define continuous improvement and explain how this process contributes to effective customer
Service
Response
It means the counting change in the quality and standards of the products. This helps in increasing the
demand and supply of the product in the market. Involvement This helps in increasing customer services
by understanding the demand in the market.
15. Explain why it is essential to have an effective complaint handling the procedure.
Response
This helps in increasing the quality of the product and increasing the demand for the product in the market
by solving the problems and complains timely.
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16. If you are faced with an escalating complaint, why is it necessary to involve management?
Response
Involvement of management helps in the management of the quality of the product as well helps in
increasing the demand for the product in the market.
17. List three ways you can set a positive example for customer service as a manager.
Response
By responding quality on the feedback
By understanding and resolving customers complains
By production sales and delivery services to customers
18. Why should specific preferences of regular customers be communicated and shared with all
staff?
Response
This helps in increasing the demand for the product and helps in increasing the sales of the product.it also
helps in creating an online forum for solving the problems.
19. It is necessary for service standards to be communicated to and followed by both new and old
Staff. Which policies and procedures can be used to assist in setting standards? Provide 3
examples.
Response
Asking the employees to review
Provide training if required
Introduction of the final product
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20. List 10 examples of policies and procedures which are commonly used in organisations to set
standards for customer service:
Response
1.Improving speed standard
2.Accuracy standard improvement
3.Transparency standard
4.Accessibility standard
5. Cost efficiency
6.Safety purpose
7.Knowledge of all policies and procedure
8.Consistency of employees
9.Stability in the organization
10. Equality standards
21. How can changes in technology affect the business’ customer service practices?
Response
With the change in technology, customer preference is change and the demand and supply of the product
is changed(Wong, et.al., 2015).
22. How can management changes and organizational restructures affect the business’ customer
service practices?
Response
This helps in the overall management of the organization and also helps in communication in the
organization( Wong, et.al., 2015).
23. Describe three methods of formal and informal customer research you can implement to
determine your existing level of customer service.
Response
Formal:poster,advertisement pamphlet
Informal: messages, one person to another, seminar(Daugherty, et.al., 2019).
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24. You are reviewing feedback received from customers. List 4 aspects you will review and what
this would involve evaluating responses critically.
Response
Product quality
Product durability
The response of customer towards the product
In future demand of the product(Daugherty, et.al., 2019).
25. While you are working a shift, you witness an employee get into an argument with a customer
regarding a delay in service. You record the incident and notice that there has recently been an
increasing number of disputes between staff members and customers. What would this
indicate to you in terms of processes in place and processes potentially lacking?
Response
This indicates that there are improper services provided to the customers which result in this situation.
This result in shifting to the customer to other brands and products.
26. In order to improve the quality of customer service delivered by a business, the existing level of
service must be determined. List 4 ways of obtaining customer feedback about your level of
service:
Response
 Survey
 Reaching directly to customers
 Different user activities
 Feedback from customers (Daugherty, et.al., 2019).
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27. List 2 things that must occur when a change or improvement needs to be implemented:
Response
Motivation and leadership
Shifting to long-run goal and achieving ( Wong, et.al., 2015).
28. Why is it important to communicate your policies and procedures to your staff and customers?
Response
For increasing the sales
For improving brand reputation
For attracting customers(Kundagrami & Senakumari, 2013).
29. List 3 common ways to make your policies and procedures readily available to your
customers?
Response
1. Customer feedback
2. Competitors elimination
3. Sales promotion of the product
30. The following data report provides you with a summary of customer surveys that were recently
conducted for the “Coloured Sands Resort”. There were 200 customers who participated in this
survey. Each customer was provided with a questionnaire. The data was analysed and entered
in the format below to provide a summary report. You are required to review the summary,
check the accuracy of figures and perform simple calculations to reflect percentages. Analyse
the provided data and identify areas that need further improvement and actions by answering
all questions below.
a. Express the responses collected as percentages in each category (very good, good,
etc.). Provide a critical reflection on each department outlining which service aspects
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