Assignment Part A: Role play
Instructions:
You will need the help of a willing colleague or friend to play the 'customer' role for this role play. You are a customer service representative for your organisation.
Choose a common item you have around the office or house and research what the item does, if you don't already know, and relate the features and benefits of the product to the customer.
Encourage the customer to ask you questions about the item and answer them.
Also do some research and have an alternative product you can offer instead of the one you have.
This interaction should take no longer than 5 minutes, should not be scripted and is to be recorded using a sound recording device like a Laptop/computer or a smart phone. Save the sound file in a location that you remember so you can add it to your submission once all sections are complete.
Assignment Part B: Complaints
Instructions:
Think of a time you had to complain about a product or service. If you have not complained about a product or service recall a time when you wished you had.
1. Write a description of the complaint and the outcome or expected outcome, 250 words maximum.
2. Define the 3 terms:
a. Viral effect
b. Attributes
c. Goodwill
3. Give four examples of what would be considered a valid product complaint.
4. Give four examples of what could be considered a valid service complaint.
5. Describe three ways in which a business would be affected should a customer not have a complaint satisfactorily resolved.
6. Describe three ways in which a business would be affected should a customer have a complaint satisfactorily resolved
7. List four reasons why a dissatisfied customer will not return your business
8. List external organisations that may become involved with non-resolved complaints
Assignment Part C: Referrals
Instructions:
Like many organisations in your industry your business is impacted by the economy. With increased competition and rising cost of living you're finding it harder to attract new customers.
With the traditional marketing options exhausted senior management has called upon the team to help expand their customer base via referrals. They have set up a referrals scheme which rewards those that introduce new customers to the business.
Answer the following questions
Question 1: Target Audience
a) Based on the products and services you offer, who would you target to obtain referrals? (You should describe your ideal customer here)
b) Develop a letter/promotional document that is targeted to your chosen audience.
Question 2: Networks
a) List the networks that you could approach in order to obtain referrals.
Question 3: Communication
a) Explain how you can regularly communicate effectively with each of the networks you've identified.
b) What processes you would/could implement to report on future sales prospects.
Question 4: Products
Assignment Instructions:
Review the product or service offering at your organisation. Select a product or service that you would like to promote.
Remember this is not to advertise a product you are looking to promote it. Your organisation will allocate a budget of $1500 for your promotion.
You must read through the requirements below and respond to each of them in your documented submission.
1. How will you promote your selection? Provide a 5 step promotional plan.
2. Define who your target market, target audience and demographic will be.
3. Gather examples of different types of media you could use, like flyers, brochures, mail outs, demonstrations, etc.
4. Based on your local area, find 3 community events or the like that you could use as a sponsorship for your organisation.
5. Find out, based on your state or territory, what the legal requirements are if you decide to run a competition.
6. Do some research on your selected type of promotion and see if it fits within your budget.
7. Promotional activities cost business money. This money is considered and investment. Like any other investment what would a company expect from their promotional investment?
Assignment Part E: Project
Instructions:
This project is designed to take the underpinning knowledge you have gained throughout this topic and apply it to industry. If you are currently in the workforce you should apply this to your organisation.
If you are unable to apply this to a current organisation you may simulate the evidence required.
Read the following project outline:
Your manager has asked that you determine whether the organisation is meeting customer needs. As part of the project, your manager has asked that you report your findings and submit a report for senior management.
In order to help you complete this task your manager has provided you with the following project brief:
Project Objective:
To understand if current customer service strategies are meeting the needs of the customer.
Project Steps:
1. Design a customer feedback survey to determine the level of satisfaction derived from the service we currently offer.
2. Administer survey to as many customers as possible.
3. Review all complaints received over the past 6 month period.
4. Place data taken from the customer feedback survey and complaints into Word or Excel for analysis.
5. Create complaints handling process with points of escalation
6. Assess the feedback and highlight the areas in which needs are not being met.
7. Develop options for improving service delivery in these areas.
8. Develop a proposal outlining:
a. The need to modify service based on the feedback results
b. The strategies for meeting that need
c. The direct benefits of the strategies
d. Resources and budget required to implement strategies
e. Ways to evaluate results
f. All learning opportunities & relevant strategies to train staff required
9. Indicate how the organisation should promote the new customer service strategies outlined in the proposal.
10. Records Required
a. On conclusion of the above steps it is expected that the following records are submitted:
i. Completed customer feedback surveys.
ii. Complaints received over the past 6 month period.
iii. The Word or Excel document populated with the feedback data.
iv. The proposal.
v. Suggestions on how the organisation should promote the new customer service strategies.
vi. Suggestions towards training of staff in improved customer service strategies.
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