Report:
The objective of this assessment is for students to demonstrate their knowledge of service excellence and customer retention strategies. It is:
- An individual written assessment
- In report format
Students should demonstrate their ability to:
- Develop customer insight, customer engagement and customer consultation strategies (SLO1)
Tasks:
Students are to consider the following statement prior to analyzing a business of their choice:
'Without Voice of the Customer (VOC) there would be little development, improvement, enhancement or customer experience of products or services'
Research a business of your choice. It need not be tourism, hospitality or events related. It could be a business from the retail sector, motor vehicle sector or perhaps technology sector, or another sector you are familiar with. Once you have researched the business:
Part 1: Analyze the supplied statement above. What does it mean?
Part 2: Analyses the chosen business and its approach to customer service and why you chose that business.
Part 3: Why is the business customer service approach different or better than other businesses?
Part 4: What is their interpretation of 'excellence'?
Part 5: Does the business take VOC seriously?
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