Reference no: EM133593149

Deliver and monitor a service to customers

Knowledge Assessment (Written Tasks)

Question 1. Providing prompt service is good customer service. What are 3 benefits of good customer service?

Question 2. Personal attributes that will assist employees to be responsive to customer needs include what?

Question 3. What are the many reasons why customers become difficult?

Question 4. How do you serve a customer with special needs?

Question 5. What are the guidelines to developing appropriate solutions to meet customer expectations?

Question 6. What are the 4 steps to monitoring service delivery?

Question 7. What does reviewing customer satisfaction begin with and what is the process?

Question 8. Once you have completed your customer research you should understand any problems related to customer service. What would you do then?

Question 9. Why should you seek customer feedback?

Question 10. What should reports contain?

Question 11. Briefly describe the process you would use to identify your customer's needs.

Questions:
a. Identify examples of good customer service.
b. Identify the times when the customer service was not up to your standards.

If this was your business, how would you insist your staff treat the guests?

Part 2
Answer the following questions:

a. A certain level of personal presentation, image and hygiene is expected in the business services work environment. Outline the appropriate standard of dress that is required of you when on work placement.
b Differentiate between discretion and confidentiality
c. Define rapport.
d. Explain why rapport is necessary when dealing with customers
e. When dealing with customers, explain how interpersonal skills facilitate accurate and relevant exchange of information.
How can receiving customer complaints be valuable to a business?
g. Select the most correct answer for each of the following

1. Who would be an external customer?
a. Workmates
b. Service users
c. Part-time colleagues
d. Worker from another department

2. What communication skill enables quality customer service?
a. Being sincere when speaking
b. Showing empathy with customer
c. Standing in an area with little noise
d. Seeking feedback to confirm understanding

1. A customer is not happy with the level of service, as she has been waiting for several minutes and no-one has attended to her yet I low Wald you deal with this situation,

2. You work in a health insurance office. Four customers come in at the same time - an elderly woman, a thirty-year-old man with his young son, a trendy-looking woman in her early twenties and a surfer on his way to the beach. How would you serve each customer in order to maintain sensitivity to customer specific needs and ndividual differences?

3. You are supervising a new staff member. Explain the procedures to be followed when handling customer complaints.

Part 4

Case study

Go to the Australian Public Service Commission website and read the APS Code of Conduct.
Write a list of points that relate to customer service.
Write a list of what you expect for quality customer service.

Compare the two lists.

Part 5

Customer Service Scenario/Role play

A woman calls a carpet cleaning company to utilize a special coupon she received in the mail to clean three carpets at a discounted price. The appointment is set and the cleaning crew arrives on time and gets to work while the woman heads off to run some errands.

Upon returning home, the crew is gone and as she wanders through the areas cleaned, she notices a large yellow stain the crew was unable to remove. She calls the owner of the carpet cleaning company and begins to scream-immediately.

woman: l'have been cheated and who even knows how long your crew was here? They didn't even clean the carpets correctly-I still have a huge yellow stain on one carpet! I will never recommend your company-you don't do what you promise."

Owner. Ma'am I'm sorry you're unhappy but maybe you should have stayed onsite to make sure the job was done to your satisfaction?"

Owner: "My crews are all great and I'm sure the slain could have never been removed! Do you have a pet? Did your pet have an accident on the area you menetion?

Woman: "What? Your ad said 100 percent satisfaction guaranteed!'

Owner "Well it was a discount coupon and if you read the back of the coupon it does state the coupon is only good for one visit.

"Woman: "You gotta be kidding me," and hangs up very unhappy she even shelled out the money at all, grumbling, I should hove rented one of those machines myself?

Role play the scenario and take the role of the business owner to resolve the situation.

What was the solution you applied?

Why did you select this solution?

What lessons were learnt from the role play/scenario?

Certified Public Accountant Joe is lost and it's tax time! His trusted receptionist is out on maternity leave and he's asked a staff member to replace her with a local temp from an agency. He hears from other employees that customers are calling them directly wondering why Joe isn't returning their calls and where in the heck are their tax returns-they are getting a refund after all!

Joe to Temp: "You didn't take or write down any messages for me since you've been here! Temp: "No sir, I have, I gave them all to Wendy in the mail department:
Joe to Temp: "Why would you give them to Wendy? What did you think she'd do-mail them to me?'
Temp: "Wendy was the one who hired me sir and she told me to give all messages to her, especially yours."
Joe Yelling "Wendy! Wendy! Get in here now! (Wendy arrives) "Did you tell the temp to give all phone messages to you, especially mine?"
Wendy: 'Yes sir, that's what Pat in bookkeeping said you always did in the past."
Next, Pat is called in and an argument ensues in front of the weary temp who cries and storms off stating "she'll never work in this office again!

Role play the scenario and take the role of the business owner to resolve the situation. What was the solution you applied?

Why did you select this solution?

What lessons were learnt from the role play/scenario?

Part 6
Read the case study. Write down, or tell your trainer, your responses to the tasks.

Case study
Chen is an administration officer in a legal firm. Some very important clients are visiting in two weeks and will be having a sit-down hot lunch in the boardroom with the senior legal practitioners who handle their caseload. Chen's supervisor has asked him to obtain information about catering firms in the area. Chen finds the catering file to see what firms the organisation has used before, checks the Yellow Pages!" for names of other caterers and asks colleagues for
the names of firms they could recommend.
The supervisor tells Chen that the senior partners would like to make the final decision regarding the caterers and the menu for the day. However, she has not told him what information should be formatted, how it should be formatted or when it is required.

1. Develop a list of questions that Chen needs to ask his supervisor to clarify her needs and expectations.

Part 7

Identify three organisations, public or private. where you are a customer. Imagine that you have been asked to participate in a customer survey. Answer the following questions for each organisation.

1. What style of interaction do you have with the organisation? (For example, contact that is over-the -counter, telephone, online or via post.)

2. How long have you been a customer with the organisation?

3. If longer than 12 months, what keeps you coming back to the organisation?

4. In what ways does the organisation encourage feedback?

5. Has any person in the organisation contacted you regarding customer service, at any time?

6. Have you ever had any cause to complain to the organisation?

7. Was your complaint dealt with promptly, efficiently and pleasantly?

8. Do you have any suggestions for ways in which customer service could be Improved in the organisation?

9. Compare the three organisations you have chosen. Which has the most responsive customer service? Why?

10. Write a short report on your findings.