Define customer service, How could you define customer

Define customer service

Reference no: EM133529235

Assignment:

1. How could you define customer service and what are its key principles?

2. Provide three examples of common customer needs and expectations.

3. Within your organisation, what are the roles and responsibilities of management, supervisors and operational personnel in providing quality service?

4. Provide two examples of sources of information in relation to current service trends and changes that affect service delivery.

5. Provide one example of an internal environment change and one external environment change and explain their potential impact on planning for customer service.

6. What methods of research can be used when obtaining information on customers? Describe how they can be used.

7. What are the key methods of implementing quality service provision?

8. Describe at least three different methods that can be used to assess the effectiveness of customer service practices.

9. Discuss a range of examples of methods used for obtaining feedback from customers.

10. What industry or accreditation schemes exist that can be used by your workplace to improve customer service?

11. Looking at your own organisation or thinking hypothetically, what policies and procedures assist in ensuring quality customer service?

12. Describe the objectives, components and comprehensive details of consumer protection laws that relate to customer service for your industry.

What do they say about your business's responsibility for:

Nominating and charging cancellation fees?
Providing information on potential price increases?
Providing refunds?
Supplying products as described or substituting suitable products when unable?
Formats for and content of policies and procedures?

Reference no: EM133529235

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