Customer Service Assignment Example | Topics and Well Written Essays - 6250 words

Customer Service - Assignment Example According to the discussion the Sales Manager at Kangaroo must consider all the above criteria before implementing the customer service. To Understand these attributes, the sales manager must have an informal network with the employees and understand their needs and wants. On doing this, an excellent internal customer service will develop. This would help the sales manager in understanding the problems of employees and develop a system to foresee the events to be strategized in discussion with employees. Some examples include: The sales manager might plan a campaign like â€Å"The Best Customer Award† or any other special incentive or contests and foresee its financial implications after delegating the work to his employees.This paper declares that the Technical Customer is interested in a factual, detailed explanation for the product and is on the alert for any inaccuracies or hesitations in describing the product. The Silent Customer will not talk, but does think. Lack of re sponse may give the salesperson the impression that the customer is indifferent, but is listening carefully. The Timid Customer is ill at ease, inhibited, and sensitive. Sometimes the customer is shopping in a higher price range than the customer has been accustomed to, and may be unsure of own judgment. Luxury is the main focus here.  This customer respects brevity. The Decisive Customer knows what he/she wants, is confident that what he/she wants is right, and will not tolerate another opinion.... To Understand these attributes, the sales manager must have an informal network with the employees and understand their needs and wants. On doing this, an excellent internal customer service will develop. This would help the sales manager in understanding the problems of employees and develop a system to foresee the events to be strategized in discussion with employees. Some examples include: The sales manager might plan a campaign like "The Best Customer Award" or any other special incentive or contests and foresee its financial implications after delegating the work to his employees. By having a good network and relation with employees and having an internal customer service will surely help the sales manager make critical decisions and it will be supported by employees and Top management. By having this decision making power, the sales manager could easily achieve the objective of "Delight the customer". Question 2 (70 Marks) You are at a conference of hotel managers and find yourself in conversation with Helen (who is the manger of the best five-star hotel in town) and Damian (who manages the local backpackers hostel). Both managers state that: their year-to-date profits are well in excess of target their customers expect 'excellent levels of service customer satisfaction research show that they are both exceeding these expectations. (a) Briefly describe what you perceive to be the customer characteristics that separate Helen's market segment from Damien's market segment. (100 WORDS) (10 MARKS) Helen's Market Characteristics The Technical Customer is interested in a factual, detailed explanation for the product and is on the alert for any inaccuracies or hesitations in describing the product. The Silent Customer will