SITXCCS008 Develop and manage quality customer service practices
Task:
To provide you with an opportunity to identify how to obtain information on customer needs, expectations and satisfaction levels using both formal and informal research.
Describe two actions you could take to keep track on your competitors.
What are the three major problems with focus groups that the interviewer must control?
Outline three common needs and expectations that customers have of employees.
To provide you with an opportunity to recognise how to provide
opportunities for customers and staff to give feedback on products and services.
Why is it important to gain feedback from customers about products and services?
Describe at least two different approaches of gaining feedback from customers and/or staff.
To provide you with an opportunity to recognise how to review changes in internal and external environments and integrate findings into planning for quality service.
What impact can changes to management and organisational structure have on planning for quality service?
Describe three examples of advantages of internal recruitment.
Why is it important to consider the economic environment when planning for quality service?
To provide you with an opportunity to establish how to provide opportunities for staff to participate in development of customer service practices In what situations can you include staff members in the development of customer service practices?
To provide you with an opportunity to identify how to develop policies and procedures for quality service provision.
What steps might be included in your workplace procedures?
When developing policies and procedures, describe three different things that you should consider.
To provide you with an opportunity to identify how to communicate policies, procedures and expectations to staff; and make policies readily available to customers and staff.
Why might it be useful for employees to listen to the policies and procedures of other staff members in group meetings?
What do you need to remember when documenting policies, procedures and expectations to customers and staff?
To provide you with an opportunity to recognise how to monitor customer service in the workplace to ensure standards are met.
What aspects of phone calls to customers should be monitored in order to ensure standards are being met?
Provide two examples of benefits to hiring a ‘quality inspector’ to monitor customer service within the workplace?
To provide you with an opportunity to recognise how to monitor customer service in the workplace to ensure standards are met.
What aspects of phone calls to customers should be monitored in order to ensure standards are being met?
Provide two examples of benefits to hiring a ‘quality inspector’ to monitor customer service within the workplace?
