Part I: Examine the customer service in your organization In relation to what yo

Question

Part I:  Examine the customer service in your organization
In relation to what you have learned in module 3 so far, observe and describe the following as you would view it from the customer’s perspective. Hint: What is each communicating to the customer?

Physical appearance of the business

How quickly is a customer greeted

Pace of the transaction

Parking lot

Hours of operation

Courtesy of customer service representative

Knowledge of customer service representative

Website- if there is a website how user-friendly is it?

Part II: Quality Recognition
Discuss the following:

Identify criteria that your organization deems important in communications.

How do you know this criteria is important?

How are representatives evaluated on this?

What would you add to the list in part 1?

Why is each point important and how could it be evaluated?  

Explanation / Answer

Part 1

Physical appearance : First image and perception

How quickly is customer greeted : Focussed and care about customer

Pace of transaction : time consciousness of the organization

Parking lot : employee centricity

Hours of operation : dedication to work

Courtesy : Organizational values and culture

Knowledge : Concentration towards work

website : ARticulation capability

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