2019-01-25T11:33:40+00:00 Assignments

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.

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

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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