Deliver and Monitor a Service to Customers - 2849 Words

Introduction Welcome to the unit Deliver and monitor a service to customers (BSBCUS301A). Work through the information to learn about: * keeping an eye on customer needs * delivering service to customers * monitoring the quality of service that employees deliver to customers * reviewing customers satisfaction and suggesting ways to improve the quality of service. Knowing your customers Customers can be described as external and internal customers. Your organisation may have corporate customers and individual members of the public – external customers. In a courier business, external customers are the people who request the delivery of their goods and the people who are receiving the delivered goods. Internal customers may be†¦show more content†¦Provide prompt service Excellent customer service is achieved when employees combine their good interpersonal skills with good product, policy and systems knowledge. In todays business world, customers expect prompt service. The speedy provision of customer service is essential in attending to customers needs. Customers may understand they need to wait if they can see that you are busy serving someone else. However, this understanding does not extend to you chatting to other staff, continuing with an unrelated task or dealing with, for example, one of your sales representatives. Your organisation will have policies and procedures that impact your delivery of service to customers. Pricing and discount policy Your organisation may have a policy on pricing and discount that will help you answer customers questions about the price of a product. This policy can guide you when a customer has a different view to your organisation about what they think the price or discount of a product or service should be. You can refer to the policy and be confident that your explanation to the customer is fair, reasonable and is stated company policy. Pricing varies in different situations, for example, recommended retail price (RRP), trade-ins, special promotions. Discounts may include, discounts for cash, prompt payment discounts, concessionShow MoreRelatedBrand-Plan-Template905 Words   |  4 Pagescurrent status and position of a business in relation to its external environment and current activities Identify the critical success factors Define the product position key messages Define the customer group Forecast sales Specify the business objectives Build an aligned activity plan Set metrics to monitor success of implementation Environmental Analysis (1) A PESTLE analysis is a useful model for understanding the environment in which an organisation is operating †¢P Political †¢E Economic †¢SRead MoreMarketing Plan For Amazon950 Words   |  4 PagesNeeds that customers expect from a CDN Greater performance to the global audience. Amazon being a metric driven company, they focus on metrics that capture the end user experiences by performing â€Å"last mile test† instead of â€Å"backbone test†. The â€Å"last mile test† focus on real machines throughout the globe whereas â€Å"backbone test† focuses on major datacentres throughout the globe. The test will be run on monthly basis to monitor the Amazon CDNs’ performance in comparison with another CND’s. ReliableRead MoreCase 1: How Fedex Works: Enterprise System1337 Words   |  6 Pagesyears after it began operations, the company pioneered the first automated customer service centre. To provide real-time package tracking for each shipment, FedEx uses one of the worlds largest computer and telecommunications networks. The companys couriers operate SuperTracker ®Ã‚  hand-held computers, to record the transit of shipments through the FedEx integrated network. FedExs use of technology focuses on the customer, rather than merely on remaining competitive. With FedEx, businesses can determineRead MoreThe Service For The Banking Industry1637 Words   |  7 Pages The Critical Role of Service Employees in the Service Triangle for the Banking Industry Wesley Tobola Sam Houston State University Abstract The purpose of this research paper is to examine the service marketing triangle and how it relates to the role of service employees in banks and financial institutions. Using academic journals and articles, this paper addresses the different aspects of the service triangle, including external marketing, internal marketing, and interactiveRead MoreThe Application Of A Project1291 Words   |  6 Pages Part 1 1.0 PROJECT DRIVERS 1.1 The User Business or Background of the Project Effort 1.2 Goals of the project 1.3 Client, Customer and other Stakeholders 1.4 Users of the Product 2.0 PROJECT CONSTRAINTS 2.1 Mandated Constraints 2.2 Implementation environment of the current system 2.3 Partner Applications 2.4 Anticipated workplace environment 3.0 FUNCTIONAL REQUIREMENTS 3.1 The Scope of the Work 3.2 The Scope of the Product 3.3 Functional and Data Requirements 4.0 NON-FUNCTIONAL REQUIREMENTS 5.0Read MoreManagement Skills And Acute Commercial Instinct845 Words   |  4 PagesThroughout my career, I have demonstrated a proven track record of utilizing technical acumen, strong product and system knowledge and exceptional customer service skills to exceed exceptions. I am detailed-oriented, analytical and methodical with a natural talent for developing, implementing and adhering to processes and procedures to constantly deliver outstanding results. With strong project management skills and acute commercial instinct, I can be relied upon to coordinate all tasks from inceptionRead MoreB2b Ecommerce Best Practices : Custom Business Features1310 Words   |  6 PagesB2B eCommerce Best Practices - Custom Business Features Custom Business Features Deliver Extraordinary B2B Versatility Custom business features become increasingly important for successful and efficient B2B marketing because there are many different business models to satisfy, and no business within a category operates identically or needs the same features. Some companies support B2B and B2C commerce on the same platform while others function as facilitators for E-procurement product purchasesRead MoreBusiness Plan Essay954 Words   |  4 Pages To develop a sustainable financial management company that generates value for their customers. 1st Year: We aim to form relevant technical partnerships and register as vendor with at least 20 new clients while closing medium to large scale deals in all our three main areas of business. In this year we will invest both financial and material resources to ensure that we enter new markets India and South America strong. We aim to raise sufficient capital to make us more mobile while relating withRead MoreBalance Scorecard Assignment Essay1493 Words   |  6 Pages(Wikipedia 2009,  ¶ 1). Scents Things will need to develop a balanced scorecard that will assist in meeting and help define the company’s values, mission, vision, and SWOT analysis. The balance scorecard is made up of four perspectives; financial, customer, learning and growing, and internal process. This paper will define each of the four perspectives objectives, performance measures, targets, and initiatives. The paper will also show how the perspectives relate to Scents Things vision, missionRead MoreLon g Term Customer Loyalty And Relationships775 Words   |  4 PagesLong-Term Customer Loyalty and Relationships Educated and resourceful, today’s consumers are adept in validating assertions and quick to find alternatives if products do not measure up or add value (Kotler Keller, 2016). Consequently, firms must understand and use marketing relationship to develop a brand with products or services that meets customer needs and builds a connection to generate customer loyalty. In this regard, the customer oriented or customer-on-top business model is an effective