BSBCUS501C ACTIVITY1
Activity 1
In order to create a functional customer service plan, there are several key steps that both small and large businesses must address.
INVESTIGATE
The first has to do with investigating the nature of the customers who will be attracted to what the business has to offer. This means developing a basic customer profile that helps to define essential characteristics that all customers will share. A basic model may include details on location, educational level, gender or age, or any other factors that are considered part of the company’s average customer.
For example, with regards to the Queensland Police Service, we have a Client Service Charter, which the main objective is to provide a statement of what our clients can expect by way of services provided by the Queensland Police Service. The Client Service Charter sets out the expectations of the Queensland Police Service in relation to its own performance and the expectations it has of the community.
IDENTIFY
After producing this basic customer model, the business can proceed with identifying what average customers need in terms of performance of products, interaction with support personnel within the business, and even factors such as price and durability. Understanding data of this type can help create a customer service plan that ensures the client can get help when he or she needs it. The data also makes it possible to devise ways for the customer to have access to coverage in the event a unit does not perform properly, and that the good or service is affordable enough to keep the customer coming back regularly.
ASSESS
With all the data related to the needs and desires of the customer in place, it is then possible to begin drafting internal policies and procedures that will govern the customer service plan. This includes training client care personnel, determining what times of the day and night that customers can contact these personnel, and the forms of contact that are available for both
In order to create a functional customer service plan, there are several key steps that both small and large businesses must address.
INVESTIGATE
The first has to do with investigating the nature of the customers who will be attracted to what the business has to offer. This means developing a basic customer profile that helps to define essential characteristics that all customers will share. A basic model may include details on location, educational level, gender or age, or any other factors that are considered part of the company’s average customer.
For example, with regards to the Queensland Police Service, we have a Client Service Charter, which the main objective is to provide a statement of what our clients can expect by way of services provided by the Queensland Police Service. The Client Service Charter sets out the expectations of the Queensland Police Service in relation to its own performance and the expectations it has of the community.
IDENTIFY
After producing this basic customer model, the business can proceed with identifying what average customers need in terms of performance of products, interaction with support personnel within the business, and even factors such as price and durability. Understanding data of this type can help create a customer service plan that ensures the client can get help when he or she needs it. The data also makes it possible to devise ways for the customer to have access to coverage in the event a unit does not perform properly, and that the good or service is affordable enough to keep the customer coming back regularly.
ASSESS
With all the data related to the needs and desires of the customer in place, it is then possible to begin drafting internal policies and procedures that will govern the customer service plan. This includes training client care personnel, determining what times of the day and night that customers can contact these personnel, and the forms of contact that are available for both