BSBCUS501C ASSESSMENT 4 07 07 14

When the survey questionnaires or comment cards have been read by a member for our staff, usually the customer service manager, they then analyse all of the comments to find areas of improvement in order to meet customer needs.

* Where difficult customer behaviour may arise and where it would be considered a risk

For many companies, customer service is summarised in the following activities: responding to customer questions, receives commands, resolve disagreements about billing and handle claims. The service can be made directly at the customer’s house, at the supplier or through the media (telephone, fax, email, Internet, etc.) The increasing number of call centres demonstrates the importance that companies attach to customer service.

Q1. For this case, involving some exploratory research, Exhibit 12a and 12b show the segmentation and descriptor variables used to collect data for the segmentation analysis. Comment on the appropriateness and comprehensiveness of these attributes. What would your team change in this questionnaire and what other segmentation and descriptor questions would you recommend to ask to respondents for a better segmentation and targeting strategy?

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Recently I have noticed more consumer complaints from poor service, more specially, service mistakes and customer mistreatment. When a mistake occurs, we do not handle customers in a courteous manner. In addition, we play favorites with customers and some of them are not getting the attention they require. To

This assessment task must be submitted online by the due date specified by your Trainer/Assessor and Assessment Plan for this unit of competency. Any variations to this arrangement must be approved in writing by your assessor.

You are a psychologist working for a consulting firm that specializes in survey development. Your firm has been contacted by Mothers Against Drunk Driving (M.A.D.D.) to develop a survey that will identify teenagers who are at-risk for driving while intoxicated. M.A.D.D. has provided a list of questions that its research suggests will help to identify risk factors contributing to this behavior. M.A.D.D. needs your firm to work with its members to establish reliability and validity of this survey so that they can begin using it to establish risk in young adults across the nation.

What does Megan’s feedback tell you about how you could improve the way you designed or explained your research design to get them the information they need?

5. Use at least two (2) quality academic resources in this assignment. Note: Wikipedia and other

more) customer satisfaction rating every ninety days from the verbal and written surveys received; 3)

3. Develop a questionnaire to collect customer feedback related to KPIs and/or designed to uncover

Customer service is the factor that can increase or decrease a company’s credibility in the market. The major complaint of clients refers to the situation of explaining their dilemma many times to many agents. Solutions as providing unique customer numbers indicate a better

In addition to that, there is no proper guidance given to help these employees perform well. Since, there is a constant turnover of employees, it becomes difficult to train them. Also, training is

EIGHT: In the first and third paragraphs on page 607 the questionnaire that was given to participants was fully explained.