6N0697: It Looks At The Range Of Companies In Each Of The Three Sectors, Each Has Different Motivations For Customers: Customer Service Assignment, TUD, Ireland
| University | Technological University Dublin (TUD) |
Unit One:
Description
This first unit looks at the range of companies in each of the three sectors. Each has different motivations for customers, and this is reflected in their code of practice which outlines their commitment to customers.
Public, private, and voluntary sector businesses have different approaches to planning customer service. These can be seen in their choices of offers, prices, product range, opening hours, sales, advertisements, and a number of customer service staff employed to solve problems.
Unit Two:
Description
In this unit, the size of the organization is central. Many smaller companies are often just domestically based, while multinationals are worldwide. Their view of customer service differs extensively from what type of customer they attract, to how the customer is dealt with.
There may be a dedicated team for customer service, sales, and technical queries in a multinational, whereas, in a domestic organization, there may be fewer individuals involved in all aspects of the business. There may be different, or strategic approaches to different types of customers e.g. corporate are treated differently to individuals based on the revenue they generate, and response times to queries may differ in respect to importance or prioritization.
Unit Three:
Description
In unit 3, there is an examination of policies such as codes of practice, standards of excellence, quality service, and customer loyalty. There is the need to identify methods of building customer loyalty and the skills required to deliver quality service. It is important to analyze the criteria for measuring quality service within an organization, both internally and externally.
Externally, this is an evaluation of the standards by which quality is measured e.g. Q mark; entry in the Michelin Guide; ISO 9000; Hotel Star Ratings; managers’ rating or awarding employees. Internally, the organization can design and implement a tool to measure customer satisfaction e.g. comment form, survey, questionnaire, and evaluate the importance of their organization exceeding, rather than meeting, customer expectations.
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