BSBCUS501C EXAMINATION 4 07 07 13 Research Conventional paper

BSBCUS501C ASSESSMENT four 07 '07 14

п»їAssessment 4:: Review Performance and Develop Approaches Student Brand: Cassandra Ede

Analyse performance

Students are required to review the survey benefits " Appendix 1” behind the Student Learning Guide. From your information presented, you will examine the information collated in the study and determine areas within the organisation that want attention.

Making use of the customer study results in Appendix 1, compose below a quick diagnostic comment for each study question/response.

Q1 EXAMPLE – How often do you frequent each of our business?

CASE IN POINT Answer:

. electronic. 35% of shoppers identified as often visiting the store between 1 - 5 times in the store and therefore could not be considered regular customers- thirty percent of customers recognized as frequenting your local store between 6 – twenty six times these are generally regular customer Conclusion: develop strategies to convert " at some time shoppers” to regular or loyal clients

Q2: What is your sector?

Answer:

sixty percent of customers happen to be from the support or production industry. The other 40% of customers happen to be from countryside, retail or perhaps other sectors. Conclusion: develop strategies to travel in customers from almost all industries. Teacher Use Only

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Q3: Do we normally meet the customer service expectations?

Answer:

many of these of customers responded yes.

Conclussion: Do futher research in what the various other 20% expect and are not receiving in the business. Instructor Use Only

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Q4: On a scale of 1 - 4, how would you rate our customer satisfaction in relation to your expectations? (1=Exceeds expectations, 2=Meets expectations, 3=Fair, 4=Very poor) Answer:

3=Fair

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Q5: How would you charge the importance of your customer service in retaining your company? (1=Very essential, 2=Important, 3=Slightly important, 4=Not important) Solution:

1=Very significant

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Q6: Please rate this aspects of the customer service to be able from you - six, with ‘1' being the very best aspect of the customer service, ‘2' the next greatest and so on. Answer:

Professionalism, mobile phone skills and systems have scored poorly about this question. Conclusion: Staff require more teaching on how to operate the system, professionalism and telephone skills Instructor Use Only

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Q7: Choose one area of our customer support that you believe is the most important in order to keep business. Solution:

The customers watch positive text and phone technique as the utmost important aspects of quality customer service. Followed by staying friendly, presentation and familiarity with the devices used. Conclusion: encourage personnel to always be well presented. Consider futher schooling techniques to support develop all their verbal conversation skills. Tutor Use Only

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Q8: Comparing the business in front of large audiences, how could generally level the following customer care items? (N/A means certainly not applicable). Solution:

Both in person and over the product the customers see the staff while not being aware about the items. In in person interactions forty percent of customers rated ‘prompt friendly service' while poor. Summary: Train personnel to have a better knowledge of these products they are trying to sell. Monitor staff and research why ‘prompt friendly service' was won as poor. Are buyers not being dished up as soon as they will walk into the shop? Are staff pleasing the customer? Guitar tutor Use Only

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Staff Satisfaction Study

Q1: In your opinion, just how well is the training program performing? Answer:

Nearly all staff see the training...