5 would it be okay for us to follow up with you about

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5) Would it be okay for us to follow up with you about your responses? ( ) Yes ( ) No
PART B A MANAGAMENT REPORT COFFE VILLE Introduction: This report is based on Coffee Ville customer service survey (500 customers) completed at the end of financial year 2019. The purpose of the report is to address the following issues based on the survey findings-- Identification of changes necessary to maintain customer service standards Recommendations for improvement of service delivery Possible future directions for customer service strategies Explanation of planned monitoring and reporting system to compare changes in customer satisfaction. An implementation schedule for customer service performance monitoring Identification of Changes: Identify and report changes necessary to maintain service standards Based on the data, it will be clear that certain changes will improve customer service outcomes. Such changes may include: - Training or retraining – Providing quality customer service requires a wide range of skills and knowledge which staff may require training to attain. To keep their knowledge and skills current, even staff who have been trained previously may require further training. - Changes in recruitment practices – The way staff are recruited may need to be changed in order to attract the most capable staff.
- Communication – In order to process feedback, convey strategies and meet customer needs, communication needs to be effective and therefore changes in communication methods and protocols may need to be made. - Policies and Procedures – Policies and procedures document the practices of the organization, including the practices that relate to the provision of customer service and therefore positive changes to policies and procedures will have a direct bearing on the quality of customer service provided. - Organizational Culture – Culture is one of the most difficult aspects to change but also one of the key factors in improving customer service outcomes. Recommendations for improvement of service delivery: The recommendation given based on survey findings. The survey finds 100 customers recommended that the service did not meet their expectation. So our new action could be A. Strategies based on improved communication with the customer. The organization may publish a regular newsletter or blog or make an effort to raise its online profile. Alternatively, it may try to elicit greater communication from the customer through surveys and other opportunities for the customer to voice their views B. Cultural changes in the organization. The organization may consciously promote customer service as a key value and adjust its policies and procedures and provide training accordingly. Recommendations reflect organizational needs and priorities and principles of customer service: The proposed recommendations reflect organizational needs and principles of customer service Coffee Ville. The organizational needs and principles of customer service of Coffee Ville include many factors such be

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