WEEK $1-$ Moodle Assignment #$1$

WEEK $1-$ Moodle Assignment #$1$WEEK $1-$ Moodle Assignment #$1$

CUSTOMER SERVICE$`$ Concept with Relevant Icons Stock Vector $-$ Illustration of service, professional: $117615952$

This course, built to SQA specifications, will help you as a student to recognize and evaluate effective customer care within a relevant work environment. It will allow you to analyze factors affecting customer care and to judge the effectiveness of a customer care strategy by applying them to the workplace.

To begin with, you have to read and give solutions to the following questions below and the case study that talks about emphasizing customer care as a critical work of any employee.

TASK A: $25$ pts

$1.$ If you were an owner or leader in a business, what could you do to help employees understand the value of excellent customer service?

$2.$ Describe three businesses that have won your customer loyalty$$places you enjoy doing business and are likely to remain a customer. Make a list of what, specifically, causes you to give them your loyalty? $($Note: Often it$$s subtle little things that win you over.$)$

$3.$ What major corporations that you$$ve heard of seem to be doing the best job of building customer loyalty? In what specific ways do they attempt to build long$-$term relationships with customers?

$4.$ You have ordered products from an online company. You have never tried their online business before, although you have used their physical business several times. The business sent you an order confirmation with a date of expected delivery. The products, however, don$$t come. In fact, although the business guaranteed a one$-$week delivery time, you don$$t receive the products until three weeks after you ordered them. What would you do$?$ Your attempts to contact the company via email receive no response.

A$.$ Would you be likely to use that business again?

B$.$ How likely is it that you would tell other people about your experience?

C$.$ How would you tell others $($word of mouth, online, social networking site, others?$)$

$5.$ You are the salesperson at a full$-$service furniture store. A customer walks in who is dressed in garb associated with the Middle East. As you approach him, he walks to intercept you and stands closer to you than you are accustomed to being with people you don$$t know. You back off a little and he follows. You find that as you are speaking, you are gradually being backed around the store. What do you think is going on$?$

A$.$ The customer is trying to intimidate you into giving him what he wants at a much lower price than you intend.

B$.$ The customer has some sort of disorder that prevents him from realizing what normal social space is$.$

C$.$ The customer is from a culture that is different from yours and he believes that you are odd.

$5.1.$ How does this situation feel to you?

$5\mathrm{.}2.$ What could you do to reduce discomfort, if any?

TASK B: A CASE STUDY $-25$ pts

Strathboggle Visitor Centre

Strathboggle Visitor Centre has been open for business for over a year, but after a promising start visitor numbers have been declining over the last few months making the centre less successful than predicted. There is no clear information as to why the centre has not been as successful as planned, but anecdotal evidence suggests that the quality of service given to customers has been below standard and two bus tour operators have withdrawn the visitor centre from their itineraries as a result.

A new General Manager has been appointed and, as part of her task of generating more business in order to achieve predicted targets, she decides to seek advice on the whole issue of customer care.

You have been appointed as a consultant to provide guidance on how to go about creating a culture of customer care within the visitor centre. As part of this process, the General Manager of the centre has asked you to provide answers to the following questions.

$1.$ I$$ve been told that good customer care is really important for the success of the visitor centre. Is this really the case? What would be the benefits for the business, the staff and the customers?

$2.$ Everybody tells me that customer care is about meeting customer expectations but we have different types of customers. How can we meet the expectations of these different groups?

$3.$ What strategies would you suggest for dealing with customer complaints$/$problems$?$ Your response must cover at least two different types of complaint$/$problem$.$

$4.$ What is $$customer aftercare$$ and how can the maintenance of customer care contribute to improving levels of customer satisfaction?

$5.$ I know that we should be getting feedback from our customers, how can we do this and how do we monitor the feedback we get?