SITXCCS008 PowerPoint Slides V1.0.pdf - SITXCCS008 Develop and manage quality customer service practices Develop quality customer service practices 1.1

SITXCCS008 PowerPoint Slides V1.0.pdf - SITXCCS008 Develop...

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SITXCCS008Develop and manage quality customer service practices
Develop quality customer service practices1.1 Obtain information on customer needs, expectations and satisfaction levels using both formal and informal research
Customer service and salesThe time and effort spent by businesses developing their customer service approach can have positive implications on sales levels. For those who are impressed with the treatment they have received, they might be inclined to recommend your products and services to others.
Analysis of competitive environment You might decide to establish the following about competitors:ØWhat have they done to improve their service?ØWhat share of the market do they hold?ØIs there anything your competitors are doing that could be applied to your organisation to improve customer satisfaction?
Keeping track of competitorsActions to keep on track of competitors:ØWatch their social network activity ØSpeak to your customers ØVisit your competitors directly ØHire your competition.
Customer service surveysExamples of surveys that you could use include:ØPersonal interviews- questioning takes place face-to-faceØPostal surveys– handing customers surveys to complete or sending them directly to themØTelephone interviews– speaking to customers over the phoneØInternet surveys– sending the customer an online survey to complete.
Customer focus groupsA focus group is a method of qualitative research whereby participants are questioned about their perceptions, expectations, or needs regarding a particular topic, product or service. Conducting a focus group enables respondents to expand on each other’s answers, potentially providing more detail than individual interviews.
Seeking feedback from service delivery colleaguesMeetings could take place where feedback is passed on to employees about how they could improve their customer service approach or individuals could ask their colleagues for feedback when they feel it is necessary.Meetings can also help to identify customer complaints.
Customer needs and expectationsCommon customer needs and expectations include:ØFriendlinessØEmpathyØFairnessØClear instructions and information ØOptions and alternatives.
Activity 1A
Develop quality customer service practices1.2 Provide opportunities for customers and staff to give feedback on products and services
Importance of gaining feedbackFeedback is important for the following reasons:ØIt can enable you to improve on products or servicesØIt can help with the developing a product ØIt allows you to measure customer satisfactionØIt enables you to improve experiences in the future, making it easier to retain customersØIt can provide you with useful business data.
Gaining feedback from staffEmployees on the front line will have detailed knowledge about the goods or services being provided by your organisation, and are likely to have their own opinions about which goods and services are of good quality and which are not.

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