Manage Quality Customer Service Course-

1. How will you identify trends in the market for your products?

2. Explain how your plan will satisfy the following expectations of customers:

a. Quality

b. Time

c. Cost

3. How will you ensure products are delivered within the organization's business plan?

4. Explain how team performance is monitored to ensure quality and delivery standards are met.

5. Explain how a manager (such as yourself) would:

a. Be expected to evaluate and monitor their own performance

b. Seek learning opportunities to improve their performance

6. Some of your team members are having difficulties in meeting expected customer service standards.

a. How will you assist team members in overcoming these difficulties?

Scenario:

Your company Colesworths manufactures gym and personal fitness equipment which is sold to numerous retail chains and individual stores. A new competitor has entered the marke and is taking away some of your company's market share. As there is no discernible difference in quality or price of our products compared to your competitor's products, higher management believe it is a customer service issue. They have asked you to complete a report detailing how these customers can be won back.

Include the following in your report:

7. What strategies would you use to monitor product & service targets and standards?

8. Develop a strategy to obtain customer feedback in regards to the above.

9. Explain how you will use the following resources effectively to promote quality service to customers:

a. Finance

Scenario:

One of your largest customers, a popular retail chain, has communicated a major complaint to you. An urgent order was guaranteed by one of your customer service representatives, but didn't arrive by the guaranteed date. The customer service representative admits they didn't book the transport company in time for the delivery to be made by the requested date. They claimed they were too busy and forgot about the request.

10. How will you overcome this problem with the retailer?

11. What adjustment would you make to service delivery to ensure such problems don't occur again?