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Customer Service - Case Study Example

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Task 2: Explain the methods used in your organisation to: • Identify and address customer needs/expectations My organization is an advertising agency. Customer needs and expectations are determined through an entire process. In the first stage key customers which are important for the future of the company are determined…
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Customer Service
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Download file to see previous pages it is determined what they need and how will they use it/need it. Through a customer verbatim, there process flow is determined and the verbatim is translated into designer language. In the end, management tools like affinity data or tree diagrams are used to sort out data, organize key issues and prioritize ideas. • Foster trusted relationships with customers and stakeholders across the business To foster trusted relationships in the organization, the company follows the simple rule of transparency. Annual statements are issued regularly, dividends paid out and stakeholders taken into confidence before any key decisions. • Deliver service in line with specific standards All service providers are given the standards that they need to cater to while delivering service. Performances are then assessed through : 1. Six monthly self-audits which are done by service providers 2. Monitoring and Evaluations conducted by another department. . • Provide stakeholders with access to feedback mechanisms and product/service information = Self-audit reports and other documentations are reviewed by the Program staff and the service providers are given timely feedback. Issues are discussed and solutions are developed to improve the quality of the service. • Report on actual performance as compared to service standards 1. Six monthly self-audits which are done by service providers 2. ...
Customer could either want to avail one of the ads present in the magazine by placing a call / would want to place the ad in the magazine (as its an advertising agency). If the customer wants to place an ad our the magazine he will call the company/ visit it. He will expect to know the size of the ad and the respective rates. He will also expect to know how the designing of the ad would be done and what would be the target market. Our client service representatives would look after the queries the customer will put before them and ensure that they are satisfied. Customer will then pay for the ad that he wants to publish in the magazine, he will send the details of the ad either through mail or write it then and there on the paper. He will expect the CSR to completely understand the details of the ad and have it published the way he wants to publish it. The details of the ad are then passed on to the design by the CSR. The designer makes the ad and then checks with the customer if he is fine with it. Any improvements he wants to be made in the ad are made and the ad is published in the next most recent edition of the magazine. Task 4: a. Describe a situation in the past when you have not been able to perform a service as quickly as you needed/ would have been liked. b. Explain the reason for the delay, and how you communicated it to the customer. c. Outline how the problem was addressed to offer a suitable solution. In the past, due to strikes and power break downs in my city, I could not cope up with the deadlines before the magazine publishing date. The magazines are circulated once a month and all ads have to be appropriately placed before the publishing date. The clients were immediately informed ...Download file to see next pagesRead More
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