Assignment 1 Customer Service Strategy

Customer Service Strategy

Report by Bagavathi Ghanesan BSBCUS501 Task 1

This strategy outlines our customer service vision and initiatives. It provides an overview of key customer segments, their current and future needs which we expect to deliver improved customer satisfaction. Good service standards are based on a thorough understanding of the market. There have two types of customers which are internal and external customer.

Internal customers are any member of your organization who relies on assistance from another to fulfil her job duties. Their requirements are maintaining a healthy work culture. An outside vendor should be treated with the same respect as an employee of an organization. Should motivate internal customers by providing regular perks and benefits. Internal customers can be motivated and better results can be obtained as compared to a disgruntled internal customer. There are several organizations which focus on training as a measure to strengthen the internal customer chain such that work is carried out smoothly without hassle. These trainings emphasize on job roles and job profiles as well as responsibilities thereby clearing the objectives and expectations from internal customers.

External customers are essential to the success of any business, as they provide the revenue stream

There has some procedure for developing service standards. There are meet customer needs, be changed if they are not working or outdated, communicated effectively and continually with employees and reflect organisational goals. There are few steps to achieve customer service excellence. involve staff in the process of service development and continuous improvement. Check for any service ‘gaps’. Develop customer service standards to match your ‘promise to customers’. Organise ongoing staff training and regularly monitor and measure employee