Implement Customer Service Standards

Implement customer service standards
Activity 1:
1. Assess your attitude toward customer service by completing the following activity. Indicate your opinions about the following statements by circling the number that most closely describes your opinion?
Strongly
disagree   1 Disagree   2 Neither agree nor disagree   3 Agree   4 Strongly
agree   5
There is nothing demeaning in assisting or serving others 1 2 3 4  5
On bad days I can still find ways to be positive 1 2 3  4 5
I can be cheerful and positive to everyone 1 2 3 4  5
The higher the quality of service I provide, the better I feel. 1 2 3  4 5
I am enthusiastic about my job 1 2 3  4 5
Occasionally encountering difficult people does not cause me to be negative 1 2  3 4 5
The idea of being a professional at a customer contact is motivating 1 2 3 4  5
I find a people-oriented job to be both challenging and enjoyable 1 2 3 4  5
I find it very rewarding when others compliment me or my organisation for providing superior service. 1 2 3 4  5
Doing well in all aspects of my job is very important to me 1 2 3 4  5

2.   Evaluate the quality of the following customer service standards. Identify their strengths and weaknesses and identify and explain any changes or improvements?

Area
Customer management Strengths:
• Strong relations with clients offer a degree of protection against actions of competitors.
• Loyal customers can be more profitable. Winning new customers is expensive, satisfied customers may buy more; happy customers can bring additional customers, etc.
Weaknesses:
• Implementing customer management in a holistic way is no sinecure.
• Making large customer management investments profitable are difficult.
• Achieving a sustainable competitive advantage with customer management is even more difficult.
Prompt service • Strengths:
• The number of customers attracted by favourable word-of-mouth advertising
• The frequency and number of times your customers shop with you....