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.

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.

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

customer service.

[20]

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

customers.

[20]

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]

 


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