Choose an organisation with which you are familiar—either as a current or previo
ID: 423490 • Letter: C
Question
Choose an organisation with which you are familiar—either as a current or previous employee or as a customer. Consider what can and should be done to improve customer service in the organisation by completing the following activities. Your response can be aimed at either internal or external customer service, as good external customer service is dependent on good internal customer service. (Please note that the point of continuous improvement is that everything can be improved—regardless of how good you think the current situation is.)
Describe the current situation. (75–100 words)
Describe the proposed change. (50–75 words)
Explain three of the benefits of the proposal.
Explain the costs of not implementing the proposal. (40–60 words)
(provide real life situation not wrong answer previous answers were not competent)
Explanation / Answer
I am associated with one of the Market Leader in Glass Bottle Manufacturing Organization helping the Cosmetics, Perfumery, Pharmaceuticals and Food & Alcoholic Beverages Clients.
Current situation-Currently we take the inputs from clients in various stages i.e. design, concept, manufacture & delivery. Here after production we never ask about the overall quality feedback of that order. We attain the customer complaint only after the order delivery which is a reactive approach in customer service.
Describe the proposed change-The only proposed change is after delivery asking the customers about the total quality of that order in terms of adherence to quality guidelines, quantity & other key parameters.
Three of the benefits of the proposal.
Costs if not implementing the proposal-Today’s Competitive Business Scenario is fighting on the focus of better customer. The faster, better is the customer more likely is customer retention rate. Hence they are very essential for Customer Satisfaction.
Below are the following costs included:-