20 Jul DESCRIBE BRIEFLY WHAT THE EFFECTS MIGHT BE ON ALL CONCERNED IF WE FAIL TO MONITOR THE CUSTOMER SERVICE STANDARDS THAT WE ARE PROVIDING TO BOTH OUR INTERNAL AND EXTERNAL CUSTOMERS.
General review questions
(30 marks)
Scenario
You are the general manager of a large retail travel company located on the street front, in a city CBD. Your company provides international and domestic travel services to both corporate business customers and leisure (holiday) customers. Sources of customer contacts are via telephone, email, company internet website, and walk-in face-to-face customers. Your large team of staff consists of a receptionist, leisure travel consultants, corporate travel consultants, corporate supervisors, a sales team, accounts staff and senior managers. Consider the expectations of service levels that all customers of this business might have.
1. Describe briefly what the effects might be on all concerned if we fail to monitor the customer service standards that we are providing to both our internal and external customers. (4 marks).
2. How do you recognise and reward staff for good customer service? Provide four (4) examples of how we may be able to reward the staff of this agency for good customer service practices. (4 marks).
3. In regards to customer service levels describe how you think the expectations of the corporate business travellers differ to the leisure travellers. (4 marks).
4. KPI’s are used to measure the success of activities associated with the performance of the organisation. In terms of setting KPI’s for customer service goals, list one (1) example of a KPI that could be set for the customer service teams that deal with:
a) the leisure customer base
b) the corporate customer base.
(4 marks)
5. In the table below there are four (4) examples of customer bases or customer contacts. What research methods can we use to initiate customer feedback from these customers? Provide three (3) examples of methods suitable for each customer base. (8 marks).
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