ASSESSMENT 2– Case Study
Purpose:
This is to be used for assessing students via the method of Question and Answer using a number of methods. One or more tasks may be used also.
Unit Code : SITXCCS008
Unit name: Develop and Manage quality customer survey
Lecturer/Trainer : Neil D Rungassamy
Student Name :
Student No : Date Due : Date Received :
Your task: Provide a detailed response to each of the following questions.
1. Explain how informal and formal research can be used to develop quality customer service. Provide an example for each research method.
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2. Why is it important to have an understanding of your competition in order to plan for quality customer service?
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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.
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Demographic segmentation
Geographic segmentation
Psychographic segmentation
Behavioural segmentation
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 each, for internal and external factors:
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5. Identify three ways you can obtain information about current trends in your industry.
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6. Explain businesses’ responsibilities under Consumer Protection Law and how it impacts on customer service delivery.
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7. Explain why it is important to have a clear refund and cancellation policy and what is required if there are potential price increases.
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8. Describe the importance of providing accurate product information to customers in order to provide quality customer service.
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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.
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10. Why is consistency crucial to providing quality customer service?
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11. Describe five common principles of customer service in detail.
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12. Suggest three service standards to encourage quality customer service for your specific industry.
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13. Describe 3 industry schemes aimed at improving customer service, including 1 relevant to your work area
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14. Define continuous improvement and explain how this process contributes to effective customer service.
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15. Explain why it is essential to have an effective complaint handling procedure.
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16. If you are faced with an escalating complaint, why is it necessary to involve management?
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17. List three ways you can set a positive example for customer service as a manager.
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18. Why should specific preferences of regular customers be communicated and shared with all staff?
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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.
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20. List 10 examples of policies and procedures which are commonly used in organisations to set standards for customer service:
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21. How can changes in technology affect the business’ customer service practices?
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22. How can management changes and organisational restructures affect the business’ customer service practices?
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23. Describe three methods of formal and informal customer research you can implement to determine your existing level of customer service.
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24. You are reviewing feedback received from customers. List 4 aspects you will review and what this would involve to evaluate responses critically.
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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?
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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:
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27. List 2 things that must occur when a change or improvement needs to be implemented:
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28. Why is it important to communicate your policies and procedures to your staff and customers?
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29. List 3 common ways to make your policies and procedures readily available to your customers?
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