Some of the external customers for a hospital would be; the patent that are in need of medical help, the patents family and friends, the police, the media. 2. Why would an organisation implement a customer service strategy? Customer service strategies are formed as part of a larger customer relations management program, designed and created to deliver service that meets and exceeds customer expectations. While large businesses generally develop customer service strategies of their own, smaller businesses tend to have more informal strategies based on customer care principles unique to their products.
Either way, a customer service strategy is an important part of any successful business. 3. What is a customer service standard? A customer service standard is a document, or Standard Operating Policy. It is a set of instructions drafted by an organization or company to standardize its approach to recurring situations, such as interacting with customers. Typical operating procedures for customer service include protecting the privacy of customer’s personal information, steps for how orders are processed and steps for how the phone is to be answered. 4.
What is a work instruction? Work instructions are how we do tasks and should be written for standards that require a number of steps or specific skills/knowledge to execute. Work instructions should include pictures, diagrams and step-by-step directions and should start sentences with a verb whenever possible. For example a company will have a standard work instruction on how to answer the phone; Always answer the phone within three rings and by saying, “Good morning / Good afternoon (Companies name), (Your name) speaking, how may I help you today? 5.
The Business plan on Customer Service Essay
Excellence in customer service is the objective of all organisations wishing to be successful. However, there is often a gap between customer expectations and management perceptions of customer expectations. Organisations often fail to get close to their customers and correctly read their expectations. Customers expect certain things when they walk into a business, and those with the highest level ...
Name three elements of customer service 1. Information/advice; Giving good information and advice is the first opportunity to deliver customer service and encourage a customer to continue their buying journey. 2. Price; Receiving a price that seems fair and that fits their budget is important to customers. 3. Quality; Quality customer service provides and organisation with a competitive advantage over other organisations. 6. What is a ‘Moment of Truth? Jan Carlzon from Scandinavian Airlines coined the phrase ‘moment of truth’ in relation to customer service.
He defined a ‘moment of truth’ as ‘Anytime a customer comes into contact with any aspect of a business, however remote, is an opportunity to form an impression. ’ 7. What is fair value? ‘Fair value’ is determined by the customers stand point of, whether they have received fair value of customer service by evaluating the perceived price and perceived cost and benefit. When the perceived benefit equals the perceived cost, customers perceive they receive fair value. 8. Name three different ways we can get information on customer needs: 1.
Consultation / Communication, Verbal communication and Non-Verbal communication. 2. Active listening 3. Summarising and paraphrasing 9. Name three types of customer complaint: 1. When a customers’ expectations are not met such as; the product not doing what you say it will or, you did not do what you promised. 2. Service takes too long or customer gets handed over to another person for no real reason. 3. Bad attitude; the staff show no concern for me or, staff are rude. 10.
List at least three different types of legislation and regulatory requirements that you need to consider when implementing customer service standards and policies: 1. Occupational Health and Safety (OHS) 2. Anti-discrimination Legislation 3. Privacy Laws Multiple choice questions – Circle the appropriate answer 11. A customer service strategy does not contain one of the following elements: 1. Customer information 2. Customer needs and wants (expectations).
The Essay on Deliver, monitor and evaluate customer service to internal customers
LEVEL 3 DIPLOMA IN BUSINESS & ADMINISTRATION Unit 328 – Deliver, monitor and evaluate customer service to internal customers – Knowledge Questions 1. Understand the meaning of internal customer 1.1Describe what is meant by internal customer Internal customers are people within your own organisation such as employers or colleagues who you provide a service for, e.g. 2. Know the types of ...
3. Customer buying habits 4. Customer service charter 5. Customer service standards 2. Which of the following is not an example of a customer service standard? 1. Answer the telephone within three rings 2. Appropriately, greet customers within ten seconds of walking into the store 3. Reply to customer emails within 24 hours 4. Always try your best to complete a sale 5. Ring customer at least every two months to ensure they are happy with the product 13. Which of the following is not an element of customer service? 1. Information / Advice 2. Reassurance 3. Quality 4. Personal approach 5. Convenience 6. Follow up 4. Which of the following is the least effective way to receive information on customer needs 1. Active listening 2. Talking simultaneously 3. Verbal communication 4. Non-verbal communication 5. Open and closed questions 6. Encouraging others to talk 7. Business letters 8. None of the above 15. Which of the following statements is false with regards to creating a survey: 1. Keep the survey as short as possible 2. Explain the purpose of the survey at the top 3. Include clear and concise instructions for completing your survey 4.
Do not allow a ‘don’t know’ or not applicable’ response to questions 5. Place any potentially sensitive questions (e. g. relating to income or age) at the end of the survey. 16. When writing a report on customer feedback, which of the following methods may be helpful: 1. Using software such as Excel or proprietary survey software 2. Graphing results of answers to questions 3. Using business technology such as computers, photocopiers, printers, and binders can all assist in preparing a professional document 4. All of the above
