Plan to meet internal and external customer requirements. 1.1 Investigate, identify, assess, and include the needs of customers in planning processes. 1.2 Ensure plans achieve the quality, time and cost specifications agreed with customers. 2. Ensure delivery of quality products and/ or services. 2.1 Deliver products and/or services to customer specifications within organisation’s business plan. 2.2 Manage team performance to consistently meet the organisation’s quality and delivery standards. 2.3 Assist colleagues to overcome difficulty in meeting customer service standards using leadership, supervision, coaching and mentoring. 3. Monitor, adjust and review customer service. 3.1 Develop and use strategies to monitor progress in achieving product and/ or service targets and standards. 3.2 Develop and use strategies to obtain customer feedback to improve the provision of products and/ or services. 3.3 Develop, procure and use resources effectively to provide quality products and/ or services to customers. 3.4 Make decisions to overcome problems and to adapt customer services, products and/or service delivery in consultation with appropriate individuals and groups. 3.5 Manage records, reports and recommendations within the organisation’s systems and processes. Assessment Task 1.1.1: Look at your business or one you are interested in and write a code of conduct for this business. (Keep in mind the antidiscrimination laws) Assessment Task 1.1.2: Explain why good service encourages customer loyalty and is a way to stand out from your competitors. Give examples to support your answer. Assessment Task 1.1.3: Using the list of 10 Steps Guide, describe how you would implement this into your business or organisation in detail. Assessment Task 1.1.4: a. Give examples of using plain language why is it so important to communicate this way? b. Explain why technical language, abbreviations or jargon can cause problems? c. Why should information be accurate and concise? Assessment Task 1.1.5: Give examples of each of the four organisation customers. a. Internal: b. External: c. Direct: d. Indirect: Assessment Task 1.1.6: a. Produce an organisational chart showing the positions and titles of people within your organisation. b. Which areas have a direct role in supplying quality service to customers? c. In the previous question did you indicate everyone? If no, go back and revisit which areas have direct contact with customers and which one support those delivering the service/ product to external customer. d. Name three of your own internal customers: e. Identify the products (services) you deliver to these internal customers: f. Name three colleagues or staff who supply you with a service: g. Identify the quality standards you expect from one of these internal suppliers: Assessment Task 1.2.1: a. What are the external customer expectations? b. How can you use external customer expectation used to measure customer service? Choose an area of your organisation, and brainstorm what may be measured to indicate how well needs and expectations are being met. Assessment Task 1.2.2: With reference to external customer expectations, Suggest ways each of the seven sins of service might be eliminated Assessment Task 1.2.3: In your industry give examples of the four possible approaches to planning. Explain why or why not they should be used in the example you give. Assessment Task 1.2.4: Discuss some customer service problems you have personally experienced, and whether the service provider reacted positively or negatively. Suggest ideas that could have improved each situation that was faced. Write down your thoughts and conclusions. Assessment Task 1.2.5: Find an example of relying on disclaimers and small print and explain why you feel it is unlawful and then look into your legislation in your state and see if it’s the way you thought through the process or not and then discuss why. Assessment Task 2.1.1: Think about the first day in a new job. Then describe the following: a. What are the most important things employees need to know about the organisation’s customers? b. What information is most crucial to their success in their jobs? c. From whom do they learn this information?
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