Manage Quality of Customer Service

Part A - Written Assessment

1. What strategies would you use to monitor product & service targets and standards?

I would use Benchmarking strategy. Benchmarking is the process of comparing what Colesworths is doing with what the best performing company in gym and personal fitness industry is doing. Performance benchmarking compares product lines, marketing and sales to determine how to increase revenues.

2. Develop a strategy to obtain customer feedback in regards to the above.

To investigate customer satisfaction, Colesworths need to do a survey about how satisfied are your customers? Are they more or less pleased with company and their recommendation for future improvement.

I would use relationship survey because the products of company is a long term usage so to continue contact with customer will create long-lasting relationship.

3. Explain how you will use the following resources effectively to promote quality service to customers

a. Equipment

Company must use and provide high quality of equipment compare with price of product. The store and office equipment must be in new condition to help streamline service to customers, reducing down time to ensure that service to customers is provided at a faster rate such as deliveries and order processing.

b. Finance

Company must have sufficient finance to contribute their business. Company with adequate finance can provide customer with sufficient facilities and staffs to service the customer needs.

c. People

Promote continuous learning in skills and knowledge to staffs. Their ability will help company has competitive advantage over competitors. Skilled and knowledgeable staffs can provide customer with a better service and good in problem solving.

d. Technology

Using proper technology on company system can help provide service to customer faster. It is also can help reduce cost of company by employ less staff but more effective on work. The e-commerce...