Can someone complete by deadline

1. If you were an owner or leader in this business, what could you do to help employees understand the value of excellent customer service?

To help employees to understand the value of excellent customer service, I would create two scenarios for them to notice the difference. In one case, they would approach me, whereby I would be playing the role of an employee. I would then speak rudely to them and record their reaction. In the next scenario, they would approach me, and I would treat them with courtesy and respect. After these sessions, I would ask them to choose which of the two employees they would deal with, as customers. Based on this, they will realize that any interaction with the customer plays a big role in determining whether the customer returns to the company or goes away forever (Goodman 2009).

2. Who are your external customers and what are their specific needs? (Describe at least three.)

External partners are individuals who seek a service or product from an organization. There are three external customers of IAS (Tschohl, 2011). These include car buyers, who are looking for used cars to buy that are in good condition. The second customer is the local city government; which depends on IAS for servicing of their cars. Third is the building contractor who also depends on IAS for servicing of their cars.

3. Who are your internal customers and what are their specific needs? (Describe at least three

Internal customers are individuals within the organization who depend on their colleagues to fulfill their duties. These include the service manager, salespeople and the qualified mechanics. The service manager depends on his team of qualified mechanics to fulfill his duties. Sales people depend on other staff to fulfill customer needs. Third, the qualified mechanics will rely on the service manager to assign them tasks.

4. What are some starting points for developing the core competencies we discussed in your selected business? Be as specific as possible

The starting point for developing the core competencies is teaching the staff the proper approach to dealing with customers. Ray should be able to promise only what he can deliver to the clients and guide his team to effectively handling customer repairs. Secondly, there should be teamwork within the organization so that all employees are aware of the activities taking place within the organization. In this case, the sales team should sell the repair aspect of the business in addition to selling of the main product, which is used cars.

5. How could your business apply the ideas in this chapter to build customer loyalty?

Customer loyalty can be established by ensuring that all the needs of the customers are met by the business (Woods, Hebron & Bradley, 2002). All the promises and deadlines that are given to the customers should act as the guiding point for the organization. Once customers are satisfied with the services offered, there is a high probability that they will come back. Additionally, they should be treated with courtesy and professionalism while dealing with the company.

References

Goodman, J. A. (2009). Strategic customer service: Managing the customer experience to

increase positive word of mouth, build loyalty, and maximize profits. New York: AMACOM.

Tschohl, J. (2011). Achieving excellence through customer service.

Woods, A., Hebron, L., & Bradley, S. (2002). S/NVQ level 2 customer service. Oxford:

Heinemann Educational.