This paper concentrates on the primary theme of A variety of reasons have been identified to explain why organisations fail to deliver the very highest standards of customer service. Explain the main reasons. in which you have to explain and evaluate its intricate aspects in detail. In addition to this, this paper has been reviewed and purchased by most of the students hence; it has been rated 4.8 points on the scale of 5 points. Besides, the price of this paper starts from £ 40. For more details and full access to the paper, please refer to the site.
CUSTOMER SERVICE
Instructions to candidates:
a) Time allowed: Three
hours (plus an extra ten minutes’ reading time at the start – do not write
anything during this time)
b) Answer any FIVE
questions
c) All questions carry
equal marks. Marks for each question are shown in [ ]
1. A variety of reasons have been identified to
explain why organisations fail to deliver the very highest
|
standards of customer
service. Explain the main reasons.
|
[20]
|
2. The
characteristics typically associated with companies that have a good reputation
for
3. Conflict with customers should be avoided.
However, this is not always achievable. Analyse the
|
techniques that should
be adopted when encountering conflict with a customer.
|
[20]
|
4. Explain why companies with a good reputation
for customer service focus on the needs of their
|
internal customers as
well as those outside the organisation.
|
[20]
|
5. Exceeding the
expectations of your customers is a challenging but important goal in terms of
business success. Assess how a customer service representative could plan to
exceed the expectations of their
6. Empowering staff is an integral part of the
delivery of an effective customer service strategy. Review
|
the ways in which an
organisation can empower its customer service staff.
|
[20]
|
7. Obtaining customer intelligence is a high
priority for most companies. Explain the ways in which
|
companies can obtain
the views of their customers.
|
[20]
|
8. Review the various categories of challenging
customers and explain how EACH should be managed. [20]