Workplace Behavour
* not listening to or collecting information from customers
A customer’s requirement/need is the most important factor in the customer service chain, to be providing excellence in customer service you need to ensure that the customer in 100% satisfied with the products on offer and make sure it meets their requirements. By not listen and or collecting information from customers or potential customers you will not be up to date with changes and even the basic needs and wants of your customer network, this downfall instantly results in bad customer service before you have been given a chance to deal with them.
* poor, or no, focus on the actual design of processes to turn identified customer needs into products and services
You will find that organizations that don’t interview or communicate with customers to identify needs into products and services tend to more focus on the cost cutting aspects, this is a poor method of business practice, as we all need to be aware of costs in today climate we also need to be very mindful that our customers and the service we provide to them is very important to each business as it measures the success. The focus for the design of products and services should come from customer feedback, this way we can ensure the products and or services have the value perception. It is no longer possible to design products and develop products/services without doing market research.
* gaps between what the organization intends to produce for its customers and what its systems do actually produce
This is a very interesting statement because it can be looked at on different levels, for e.g. a company ticks all the boxes in way of market research and identifying needs and wants of customers, from there we clearly understand a demand for a certain product, a company will then make a decision on the product that needs to manufacture, the gap can fall here in way of the product they wish to manufacture and systems and
A customer’s requirement/need is the most important factor in the customer service chain, to be providing excellence in customer service you need to ensure that the customer in 100% satisfied with the products on offer and make sure it meets their requirements. By not listen and or collecting information from customers or potential customers you will not be up to date with changes and even the basic needs and wants of your customer network, this downfall instantly results in bad customer service before you have been given a chance to deal with them.
* poor, or no, focus on the actual design of processes to turn identified customer needs into products and services
You will find that organizations that don’t interview or communicate with customers to identify needs into products and services tend to more focus on the cost cutting aspects, this is a poor method of business practice, as we all need to be aware of costs in today climate we also need to be very mindful that our customers and the service we provide to them is very important to each business as it measures the success. The focus for the design of products and services should come from customer feedback, this way we can ensure the products and or services have the value perception. It is no longer possible to design products and develop products/services without doing market research.
* gaps between what the organization intends to produce for its customers and what its systems do actually produce
This is a very interesting statement because it can be looked at on different levels, for e.g. a company ticks all the boxes in way of market research and identifying needs and wants of customers, from there we clearly understand a demand for a certain product, a company will then make a decision on the product that needs to manufacture, the gap can fall here in way of the product they wish to manufacture and systems and