Reference no: EM133016940

Choose an organisation you are familiar with and complete the following activities.

1. Describe the organisation's business. What does it do?
2. Who are its customers? What is their current model of customer service?
3. Access, read and interpret written procedures and customer service standards relevant to the organisation including an explanation of the rights and responsibilities of customers and relevant consumer law
4. Create / amend a set of customer service standards that could be used by the organisation or access the organisation's existing customer service standards and evaluate them, making suggestions for improvement and rewriting any poor quality standards.
5. What does the organisation do with regards to continuous improvement processes?
6. How does the organisation encourage its staff to deliver consistently high customer service?
7. How does the organisation gather feedback from its customers? Design a feedback form or customer service survey that could be used by the organisation to gather feedback from its customers or evaluate an existing feedback document.
8. How does the organisation handle complaints? What is their complaints handling policy/ procedure?
9. How does the organisation communicate adjustments in service delivery to employees?
10. What quality assurance procedures does the organisation use?
11. Do employees work in teams? If yes or no, how could teams be structured to benefit customer service?
12. Do staff feel they are given the resources required to deliver excellent customer service? Explain.
13. Using the information that has been gathered, describe the evaluation of the organisation's customer service performance.