SECTION 2: SUPPORT IMPLEMENTATION OF CUSTOMER SERVICE STRATEGIES Activity 4
What level of customer service do you think you should receive from your internal suppliers? Explain why you think this and how high levels of internal customer service will impact on the service provided to external customers. From my internal suppliers I should recieve the same customer service that I should give to customers. I think that it should be like this because they should give me the attention that they want me to give to clients, so that everybody in the company recieves the same good customer service. This would be a direct impact on external customers, because if internal customer service is good also external would be. Trainer Comments
How can an organisation encourage customer awareness/ focus on employees like cleaners, maintenance staff, storekeepers and pay administrators, whose work never brings them into contact with external customers and what benefits should flow on from making all staff more aware of the link between their work and the customer? An organisation can encourage customer focus on their employees by giving them a positive workplace and motivating them giving positive reinforcement. Also showing them positive feedback from customers will make them feel necessary and important in the company. Making all the staff aware on the link between their work and the customer will bring benefits as they will work on customer focus and these will bring more customers. Trainer Comments
How can customer service strategies and opportunities be promoted to designated individuals and groups? The company should train all their employes so that they all can learn a provide a good customer service. Also performance evaluations should have a strong customer service component. Moreover, employees should be encouraged to share and discuss strategies that work well and discuss information to solve problems. Trainer Comments
Describe a situation in which you have received excellent customer service. Explain what made the experience so good. I recieved an excellent customer service when I bought my mobile telephone because the sales assistant was really customer focused. He greeted me first and asked what I was looking for, then showed me all the possibilities according to my expectations. After I decided which one was the best he helped me to set up all the changes needed to be ready to use. The experience was good because he listened to me and then he was not trying to sell what he wanted but what I needed. He also was nice and empathetic, he explained both good things and bad things of every mobile so I could choose the one meeting my expectations Trainer Comments
Do you feel that you received value for money? Why?
Yes, I recieved value for money because I got what I needed and the customer service was excellent. Moreover, the product was as he described, I didn't recieve any bad information and also when I had problems with it, I got a new one without paying more, so they really met my expectations and the money spent worths it. Trainer Comments
Will you deal with this provider again? Explain.
Yes, because they offer a great customer service and as I said the product is also excellent, if there is any problem with it they solve it and their products really have the quality they say. Trainer Comments
Will you tell, or have you told others about your experience? Did you recommend the provider? Describe the way in which you presented the experience to others. Yes, I recommended the provider to people that asked me for advice. I presented my experience as a really good one, good customer service and excellent product. The product met all my expectations and once I had a problem they gave me immediately a new one with any cost. ...
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