Assignment:
TASK - Determine your internal and external customer profiles and segmentation
You are required to complete the following tasks from the perspective of a manager. Managers must be organised, focused and skilled in order to effectively deliver customer service. These tasks require you to reflect on the skills required in this role and to review, develop and implement a customer service strategies enabling your team to deliver appropriate customer service standard in the workplace.
Our customers' needs and behaviours are constantly changing, so it is important that organisations have a clear picture of who their customers are and what needs are important to them. Remember that organisations have internal and external customers.
Customer profile charts allow you the opportunity to understand a range of key information about each customer group. By doing customer profiles it will help your workplace understand who your customers are and how best to reach them. NOTE: Throughout this assessment you may wish to refer to:
SA Power Networks: Customer Service Strategy 2014-2020
https://talkingpower.com.au/wordpress/wp-content/uploads/SA-Power-Networks-Customer-Strategy-May2014.pdf
Viewed January 2016
Think about who are your internal and external customers. Complete the profile template attached AND answer the following questions:
a) Describe the principles of customer service
b) How are customer needs determined in your organisation? List some sources of information and techniques that could be used to identify customer needs and how you would review their satisfaction.
c) Why is it important to understand who your customers are and what their needs are?
d) What organisational systems are maintained to monitor customer feedback?
e) How are changes in customer satisfaction reported?