Write Report on Customer Service Improvement Strategies

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Reference no: EM132340178 , Length: word count:1600

Business Management Assignment -

Write Report on Customer Service Improvement Strategies at Crabtrees Ltd.

Table of Contents -

Task 1 -

1.1 A critical analysis of the links between customer focus and organizational values, vision, mission, and objectives.

1.2 An analysis of customer expectations and preferences in the context of an organization's service offer.

1.3 An explanation of the connections between customer service strategy and an organization's market positioning.

1.4 An analysis of how financial performance and business growth imperatives impact on customer service strategies.

Task 2 -

2.1 An examination of the concept of a listening organization.

2.2 An explanation of the importance of customer and employee feedback in achieving a customer service vision.

2.3 A comparison of the benefits to organizations of different methods of listening to customers.

2.4 An evaluation of measures that can be used to analyze information collected about customer opinions and experiences.

2.5 An assessment of leadership actions, which contribute to empowerment in customer service.

2.6 An analysis of the connections between people development, empowerment, and customer service strategies.

2.7 An explanation of why empowerment is an important part of continuous improvement in customer service.

Task 3: Second section of the report

3.1 Examine how managers use recognition and reward of staff to support customer service strategy.

3.2 Explain how motivation and performance models and theories contribute to the achievement of customer service objectives.

3.3 Evaluate the options available to communicate with key stakeholders about customer service strategies.

3.4 Examine the reasons why it is important to present customer service strategies persuasively to stakeholders.

Task 4

4.1 A consideration of how customer service strategy and objectives lead to the design of customer service processes.

4.2 A critical analysis of the contribution technology makes to the delivery of effective customer-driven processes.

4.3 An explanation of the importance of continuous improvement and service chains to organizations' customer service processes.

Task 5

5.1 A comparison of continuous improvement and service excellence approaches with financial and growth driven approaches to business development.

5.2 An evaluation of the roles of managers, team members, and quality controllers in creating, implementing, and promoting a continuous improvement programme.

5.3 A critical analysis of the challenges of maintaining customer focus and a continuous improvement programme.

5.4 A demonstration of how the feedback loop is essential to continuous improvement.

5.5 An analysis of the factors that determine the speed at which customer service improvements can be made.

References

Reference no: EM132340178

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