Premium Essay

Bsbcus501B Customer Service

In: Business and Management

Submitted By swish15
Words 1157
Pages 5

Customer service is not a new idea. What is new is the growing prominence and frequency of exercising good customer services, particularly those involving large numbers of participants. As the prominence of customer services increases, it is sometimes unclear precisely how customer in planning process helps organisation make better decisions. I suppose it is our job then to investigate, identify, and assess the needs of customers in our planning process. And design the consultation process accordingly.
Customer service is linked to the measurement of customer satisfaction. As a company we should be able to identify the gaps between what customers expect or need from the organization and the service they feel they are actually receiving.
In the context of delivering quality services, there should be a process of planning that permits and promotes the two-way flow of information between customers of commercial services and our organisation. Implementing a planning process also makes customers more aware of the services we at Thales Australia provide.

Goal and Objectives
To discover customers’ opinion of the services they receive from our company and the way these services are provided.
The objectives of our planning process may range from sharing information to developing and implementing solutions to a problem. All participants must understand the objectives of the planning process from the outset.

Quality Services -

Consult customers in order to
• seek improvements to delivering quality services;
• increase their satisfaction with the service rendered;
• Better understand their needs for and expectations of the services we provide;
• help them understand the services we provide;
• manage their expectations where these exceed the organization's limitations or mandate; and
• accommodate their...

Similar Documents

Premium Essay

Manage Quality Customer Service Learner Guide

...Manage Quality Customer Service National Unit of Competency BSBCUS501B Learner Guide BSB107 Version 4 Learner Guide BSBCUS501B Manage Quality Customer Service 1. Learner Guide 22 November 2011 Learner Guide BSBCUS501B Manage Quality Customer Service Table of Contents 1. 2. 3. Learner Guide ...................................................... 3 1.1 Conditions of use .......................................................................3 Introduction to the Learner Guide ........................ 5 2.1 Icon Legends .............................................................................6 Unit of Competency Information........................... 7 3.1 Unit Descriptor ..........................................................................7 3.2 Elements of Competency and Performance Criteria........................7 4. 5. Unit content .......................................................... 9 How to approach study in this Unit ..................... 56 5.1 Useful references and texts ........................................................56 5.2 Assessment..............................................................................57 22 November 2011 Learner Guide BSBCUS501B Manage Quality Customer Service 2. Introduction to the Learner Guide Welcome to the Learner Guide for Manage Quality Customer Service. This Learner Guide has been designed to assist the development of the underpinning knowledge......

Words: 10350 - Pages: 42

Free Essay

Service Marketing

...ttp:// A Multicultural Service Sensitivity Exercise for Marketing Students Mark S. Rosenbaum, Ioana Moraru and Lauren I. Labrecque Journal of Marketing Education published online 4 October 2012 DOI: 10.1177/0273475312461257 The online version of this article can be found at: Published by: Additional services and information for Journal of Marketing Education can be found at: Email Alerts: Subscriptions: Reprints: Permissions: >> OnlineFirst Version of Record - Oct 4, 2012 What is This? Downloaded from by guest on October 10, 2012 461257 rnal of Marketing EducationRosenbaum et al. JMDXXX10.1177/0273475312461257Jou A Multicultural Service Sensitivity Exercise for Marketing Students Journal of Marketing Education XX(X) 1–13 © The Author(s) 2012 Reprints and permission: DOI: 10.1177/0273475312461257 Mark S. Rosenbaum1, Ioana Moraru1, and Lauren I. Labrecque2 Abstract Services marketing and retailing courses place service quality at the heart of the curriculum, painting service providers as defenders of their customers’ welfare and thwarters of service failures by ushering in......

Words: 9787 - Pages: 40

Free Essay


...feature wireless local area network connectivity (WiFi), a built-in Global Packet Radio Service (GPRS) or Code Division Multiple Access radio (CDMA) - depending on location and an acoustical modem for dial-up access. These will enable transmissions within a nearby UPS center. The device also features a Bluetooth wireless personal area network and an infrared port to communicate with peripheral devices and customer personal computers. "This technology will enable our drivers to provide even better service to our customers," said UPS chief information officer Ken Lacy. "It will make us more efficient and reliable while reducing errors." The incorporation of three different types of radio communication links in each unit will ensure that package delivery information is available to customers almost instantaneously. The color screen will make life easier for drivers as well as customers signing for deliveries. Urgent customer pick-up messages, for example, can be color-coded to alert the driver. And the 128 megabytes of memory -- 20 times that of the DIAD III -- positions UPS to provide future features, like customer preference notes, to drivers to personalize service even more. Best Customer Service All of the new technology is focused on one result -- the best customer service. The DIAD IV also has a new link to Global Positioning Satellites (GPS) that will allow drivers to easily verify customer locations for pickup or delivery of packages, particularly outside the......

Words: 529 - Pages: 3

Premium Essay

Historically, What Were Apple’s Major Competitive Advantages?

...leadership. All of them are effected by four factors: superior quality, superior customer responsiveness, superior efficiency and superior innovation. First of all, Apple have good researches and developed department (including Jobs, S.) which lead to good production. Beside that, Apple also have wonderful marketing, sales department. Every Apple’s products launching give customers eager not only by the quality of products, it also by the power of marketing. Lastly, they also have a wonderful customer service department. All of them combine to make huge profit for Apple with a lot of loyalty customers to. So, it is clear that Apple has a very good capabilities and resources. It builds to distinctive competencies. Moreover, Apple have chosen differentiation strategy, so they try to make different products with others means their strategy give them another competitive advantage. Take a look at four factors affect to competitive advantage, it can be seen that all of Apple’s products have very superior quality and innovation. For example, every Apple’s products (Apple PC, MacBook, Apple IPod, IPhone, IPad) bring customers to new experience, change the way people thinking and doing with these traditional products. Apple changes everything when they enter the market and redefine many things in the market. Moreover, with wonderful new experience Apple really achieve superior innovation. Apple makes their customers satisfied,...

Words: 299 - Pages: 2

Premium Essay

Career Planning

...1. Introduction The report consists of reflective statement of my personal skills and qualities, identified and included in the CV. Based on SWOT analysis of my skill base in relation to the responsibilities of the job role targeted; the report aims to draw valid conclusions of the suitability for job role. 2. Company and job role targeted I am aiming to get a placement as Buyer’s Admin Assistant with as it is a fastest growing global online fashion and beauty retailer, offering over 50,000 branded and own label product lines across womenswear, menswear, footwear, accessories, jewellery and beauty; constantly striving to drive business forward and be at the cutting edge of fashion, life and talent. The role encompasses both creative and analytical and commercial aspects, as The mission statement of the company is to ‘lead the fashion revolution’, company’s culture values : constant growth, improvement and development; strong collaboration between team, makes Asos the perfect employer for me as I have strong professional interest in Fashion, which keeps me constantly motivated and eager to learn. Asos contributes greatly to investing in employee’s development, persistently pushing personal limits, giving access to training courses and development days. ASOS has websites targeting the UK, USA, France, Germany, Spain, Italy and Australia and also ships to over 190 other countries from its central distribution centre in the UK. After getting......

Words: 1732 - Pages: 7

Premium Essay

Event Mgmt conference, product launch, seminars, ceremony etc as per the requirement of the customer. Basic task: Prepare event design, finding a site/place, arranging a food décor, pickups and accommodation, coordinating activities etc The number of task that would be undertaken would depend upon the size and theme of the event. Purpose: Is to put customer at ease by providing management services to customers like accommodation, sending invites, certificate distribution, setting up platform etc. The main focus of the company is to come up with the successful events without any hiccups and without consuming much of the customer’s time. Customers often lack the expertise and time to plan the event and thus hire event management companies to manage the event on their behalf so that they could solely focus on their work. Type of market: cooperate market and social market Cooperate market includes seminars, conferences, charities collection, trade show, company picnic, meeting of board members and stockholders Accounting market of events Profit margin, expenses and deal with customers for gain,(rent of place, service charges, one person serving for catering services, transportation charges, décor expenses tent reception, entertainment and accessories, printing charges, accommodation charges, contingency fund (if something went wrong then in that case we could use that fund or services), promotion of the event Structure of company: Event director Program......

Words: 389 - Pages: 2

Premium Essay


...National Accounts program, which WESCO has developed to serve its major industrial customers in response to recent changes they have made to their business processes. However, as of June 1997, the NA program has not delivered the expected increases in sales and profitability. Jim Piraino has to give Haley his recommendations for the future of the NA program, in particular, whether WESCO should continue to pursue NA business with the intensity it has in the past, or whether to assume a more reactive stance and offer the NA program only when it is requested by current customers. As well, he must account for how WESCO will achieve the desired increases in profitability and overall revenues when its current program already seems to be encountering difficulties in generating the desired numbers. Use Although the "customer" is at the heart of marketing strategy, "effective customer management" is still not a very well understood concept in industrial marketing practice. This case can be used to explore the difficulties encountered in developing and implementing new ways of customer management in mature industries such as component parts, industrial raw materials and consumables,[1] and other similar industries. These industries are characterized by an environment in which competitors are able to offer equivalent products at competitive prices and vendors/ distributors have to use service rather than product characteristics to create differentiation and add...

Words: 22113 - Pages: 89

Premium Essay

Delta Company Case Analysis

...RaeShawn Davis Sales Force mang Dr. Jackson 09/14/12 “Delta Products Company” It always seems as if the American economy has always been in a deficit, and has caused a lot of drawbacks and budget cuts in the work industry. Even today we suffer from the hole we have put ourselves in economically. In this case Tom Shilling the marketing manager of the Delta Products Company which sales microelectronic devices to other companies for there needs; is to decide rather or not he should take on new sales representative Brian Snowcroft an Arizona state graduate with a degree in electrical engineering or taking the offer of Jim Reynolds and Christina Alverez two sales people from TRW that have been laid of due to cutbacks, in order to replace Herb Hawkins the old sales rep of Delta Products Company. The problem at hand is that Tom shilling had to recently terminate his old sales rep, Herb Hawkins who had been with the delta company since they first opened due to lack of performance being put forth to help out the company, a cut back on money and not being able to afford Hawkins’s lavish lifestyle. The company’s selling cost while Hawkins was the sales reps are as followed: in 1998 $198,466 and Hawkins salary out of that cost was $85,000 with no bonuses because of his lack of sales work. So due to this Shilling proposed a new cost budget to Hawkins for the year 2000 based on his past performances and the company’s cutbacks. The new sales......

Words: 856 - Pages: 4

Premium Essay

Marketing Plan Sample

...Jose L Cerda II Market Plan, Primary-Staffing Independent Study 11/09/2012 Executive Summary Challenge Primary-Staffing is aiming in expanding awareness and diversity within their professional community. We want to offer our services across the board to everyone, as a staff we feel we segregate potential customers and slowed down growth Situation Analysis Company Analysis Primary-Staffing Inc has a current awareness ratio of 41% in the surrounding, current satisfaction ratio 68% with a positive outlook of customer service, and disapproval ratio of 15% all within a 15mile radius. The company’s diversity ratios are 68% Hispanic, 21% African-American, 8% Caucasian, 1.8% Asian, and 1.2% Middle-Eastern. Goals First foremost Primary-Stuffing’s overall goal has been to assure everyone that utilizes our services lands a permanent position. Our second goal is to provide our clients with the best possible candidates in order to increase productivity, efficiency, while minimizing overhead. Focus Primary-Staffing has decided in expanding their pool of candidates, creating more diversity. This will be accomplished by utilizing radio stations, business ad’s, social media networks, and attending a variety of job fairs. Culture Primary-Staffing is highly Hispanic cultured mostly due to the surrounding area; the company’s main office is located on 47th and archer. Strengths Primary-Staffing has over 150 clients in the Chicago land area, send’s 3,700 employees......

Words: 372 - Pages: 2

Premium Essay


...KIMURA CASE STUDY RODRIGO SALEMA MST15001180 1. What is value for a customer like Kimura KK? After reading the case we can clearly see that a customer like Kimura praises the customer interaction, he likes to be well treated as some of the competitors had done in the past "Some of your competitors have been very persuasive...Singulus gave the red carpet treatment to Komoda and his team during their last visit to Germany...they helped us start our business in the USA five years ago..." It´s all about the customer relationship. There has to be a clear consolidated customer management. Mr.Kimura wants to be treated like a special client, he needs to trust the partnership with Pramtex and its suppliers regarding the completion and manufacture of its final product, the "Spartacus" He expects not just the sale, there has to be a before and an after. (Good customer service, it's a constant interaction process and not a static one.) Obviously when buying a product it´s important for it to be above the competition, "Spartacus was the turnkey of the Rolls Royce.." Obviously Mr.Kimura praised and saw the Spartacus as a competitive advantage, "Pramtex’s equipment would minimize the learning and start-up curve.." Despite the fact that they sold state of the art solutions that were above what was needed, Mr Kimura was looking for a partner who he could fully trust and not just a simple supplier. This was not accomplished as we could read through reading the case. (lack of......

Words: 1752 - Pages: 8

Premium Essay

Amazon.Com’s E-Business Model

...was incorporated in 1994, and opened its site online in 1995. It offers the world’s biggest online book retailer by largest customer base over 30 million people. Besides selling books, Amazon diversifies itself by selling movies, electronics, toys, and groceries. Amazon also generates some of revenue from other marketing such as online advertising and credit card agreement. Amazon has organized systems in two segments, which are North America and International. Websites are also being individually focused for UK, Germany, France, Japan, Canada, China, and Italy. Other than those countries, Amazon also provides them internationally shipping for some products. Amazon succeeds in its online business, and gains more net incomes than some competitor on ground such as Barnes and Noble, and Borders. Amazon’s e-business strategy is a combination of products. The company started with online books then other products to gain customers in a wide range. However, offering a large product variety, Amazon has still maintained its strong brand. 1. Discuss the pros and cons of Amazon’s growth and diversification of business and specialization, and make recommendations about what Amazon could have done differently. Amazon plays strategy planning on the growth and diversification which objects to provide a “One Stop Shopping” for its customers. Amazon serves customers through the website focusing on selection, price, and convenience. There are million of unique products across 12......

Words: 1791 - Pages: 8

Premium Essay

Business Intelligence

...This enables organization to see things such as statistics on sales happening in a specific region during a given timeframe. This is what we see in Hillman Group’s use of BI where they tracked information on customer orders, but didn’t use it to make any changes. Next the business requirements for organizations use of data changed to the push to streamline business processes which lead to Transformational BI. In the case study we saw the use of transformational BI through Avnet and Quaker Chemical as a way to generate sales and collect on overdue accounts. We see the differences between reporting and transformational BI being that reporting is concerned mostly concerned with providing information whereas transformational is focused on using the information that is provided. One example I found of the use of BI is a hotel franchise using data on room occupancy, room rates to determine revenues generated, this differs from the implementations of BI in the case study as it is focused on just reporting and not using the information in a transformational way. Another example is a bank that bridges a legacy database with departmental databases, giving branch managers and other users’ access to applications to determine who the most profitable customers are or which customers they should try to cross-sell new products to. The bank used BI in a transformational manner similar to Avnet in that it was used to increase sales, but it also was focused on tracking a customer’s individual...

Words: 653 - Pages: 3

Premium Essay


...yiyiuyihkhaqkdhkJHDFKJ | |ksjdhfkJGFJKHafuidhai | |adfgagrwq | |Phone: 3152454329 | |E-mail: WINDNIGHT##@BITCH .COM | |Summary: |Motivated, Honest, Punctual, Hard Working, Customer Service Oriented, Fast And Thorough Worker, Dedicated, Quick | | |Learner. | |Job Objective: | | | |Obtain a position as a team-player in a fast paced workplace where I can maximize my experiences in a challenging| | |environment to achieve success. Looking to excel at any position acquired. | | | | | | ...

Words: 307 - Pages: 2

Premium Essay

Business Communication Trends Paper

...among their subordinates and coworkers. Communication is a must in any organization or company from the highest of titles to the entry level or lowest of titles. Trends that affect communication in businesses today are technology changes, focus on quality and customer needs, entrepreneurship, teamwork, diversity, globalization and outsourcing, legal and ethical concerns, the balancing of work and family, flexibility of the job, and a rapid rate of change (Locker & Kienzler, 2008 ). These trends as well as the role of business communication will be discussed further in this paper. Business communication plays a major role in the day to day activities in any company or organization. In my line of work I have to communicate with people from all works of life daily. In the salon I have to basically sell myself to the client that I am capable of doing whatever the service that they expect me to do to make them look and feel their best. This is done by face to face consultations that consist of me asking the client questions about themselves and what they would like to change about themselves. The client will then assist me in a visual picture or mental picture of what they are expecting to look like once their service is complete. If I am unsure at any time I will talk to them and make sure that our communication is understood by both parties and the vision is the same. By talking to my clients as I work with them it helps me build rapport and a...

Words: 1014 - Pages: 5

Premium Essay

Classic Airlines

...Classic Airlines and Marketing When a company facing a global downturn, it will try its best to survive and still make a profit. Classic Airlines has been struggling with many problems from both internal and external factors (University of Phoenix, 2011.) Gathering information from internal record and utilizing the marketing intelligence system should reveal the challenges that the Classic Airlines’ management team is facing. By conducting environmental scanning, the marketing managers should identify the areas for improvement. Collecting Information Collecting information is a challenging task that the decision-maker should understand that it is imperative to obtain all crucial info that have the most impact to the company’s operation. Two main categories are the internal records and the marketing intelligence system. Internal Records The manager can collect this internal data from the company’s database. Each department should have records of its past operations such sales, revenues, debt, costs, and product life cycle (Kotler & Keller, 2006.) Conducting general interviewing with employees is another way to gathering some informal information. The management of Classic Airlines should examine the data neutrality to determine appropriate course of actions. Employees’ morale. Many employees complained that they have read the negative reports from public media about declining sales and industrial uncertainty. Consumer confidence. The Classic......

Words: 662 - Pages: 3