Manage Quality Customer Service

Topics: Customer service, Customer, Management Pages: 7 (2339 words) Published: January 27, 2013
Manage quality customer service
Assessment Activity 1
Develop and document, on behalf of an organization for which you do or might work, a detailed process whereby it will possible to investigate, identify, assess and include the needs of customers in planning processes. Private Schooling

The first process is investigating why Parents would choose Private Schooling for their child/ren. The School would investigate the following. Investigate the needs of families in the local area. This does change depending on different areas. For example the fees and how much people in the local community are willing to pay and also see what the other schools in the area are charging. Look at the numbers of students in each class and the quality of teaching. Executive meeting are important when investigating what the school will be able to offer. It is important to develop an operational plan so that they are aware what we are able to sell to the Parents of the local area when choosing a school for their student. The Executive will have to do this regularly as the needs of Parents and Students will change. Secondly, the school need to identify the pros and the cons of private schooling and how the school can continually improve what is offered. The Executive need to keep asking the questions and listening the current families on how they can improve the school. An exit survey for families who are leaving the school is always helpful as well as Year 7 survey into Year 8. They have been in school for a year and now have the opportunity to tell the school what is working and what isn’t. The sureys are for the parents and the students. Holding meetings with middle management asking them how we could improve and what systems we could implement would be beneficial for customer service and satisfaction. Listening to concerns or encouragement from current families would also be a beneficial thing to do for customer improvement. Our school needs to be on top of providing great information within the community such as advertisement, open days, carnivals, sporting events so that our school can be properly advertise and other people in the community can see how good our school is. Answering all phone enquires promptly with great employees also help with the ongoing enrollments of the school as good personal relations is also important for great customer service. Another thing we must look at is the care of the students within the school, if we don’t look after the students and have them feel safe and secure then we will see our enrollments fall and parents withdraw their children from the school. We have policies and procedures in place to help with making them feel secure and loved.

Assessment Activity 2
1. How can quality, time and cost requirements be balanced? When selling a product to a customer there must be a balance in what is being delivered so for quality. You must give the customer what they are paying for. The quality must be everything that you are advertising. When selling a product or service you need to be sure that it is available when you said it would be, ordered on time, supplied to the customer on time. Time management is key to keeping good customers. The cost of the product needs to be competitive. Customers shop around and if this is not balanced then you will not get the customers that you need. So having all 3 elements balances if key to having constant customer flow.

2. Choose a product that might be sold to customers. Conduct some research to establish what customer expectations are in terms of quality, time and cost specifications. How would you market the product to the customer taking these expectations into account? Music Academy

A music Academy runs singing lessons, instrument lessons for children and adults. Customer expectations are that the teacher is running on time so that there is no waiting around for lessons, the lesson goes for the amount of time...
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