Q-1 to whom should customer feedback be disseminated and

Question

Q-1 To whom should customer feedback be disseminated and why?

Q-2 If you identified a need for changes/ improvements to customer service strategies, to whom would you report this and in what format might the report be made?

Q-3 Complete the following problem-solving exercise. (100-250 words)

Jeff works in the IT department of a large financial management organisation. He has no contact at all with external clients. He is a computer whiz with exceptionally good technical knowledge.

His communication, interpersonal and service skills are poor, but as long as everyone leaves him alone to do his job he is happy. He considers that his role is simply to ensure that the databases and other technical applications in his section operate efficiently, in spite of the fact that others in the organisation do not know how to use the systems properly. As far as he is concerned, customer service is not his responsibility at all. There are people in the organisation who are employed to provide face-to-face service because they are good at it.

1. What is wrong here-with Jeff's attitude and with the organisational system?
2. How is this likely to impact on other employees, on the supplier-customer chain and on the organisation's outcomes?
3. What do you think the root causes might be?
4. How can these problems, in your opinion, be overcome?

Complete the following problem-solving exercise. (100-250 words)

Jeff works in the IT department of a large financial management organisation. He has no contact at all with external clients. He is a computer whiz with exceptionally good technical knowledge.

His communication, interpersonal and service skills are poor, but as long as everyone leaves him alone to do his job he is happy. He considers that his role is simply to ensure that the databases and other technical applications in his section operate efficiently, in spite of the fact that others in the organisation do not know how to use the systems properly. As far as he is concerned, customer service is not his responsibility at all. There are people in the organisation who are employed to provide face-to-face service because they are good at it.

1. What is wrong here-with Jeff's attitude and with the organisational system?
2. How is this likely to impact on other employees, on the supplier-customer chain and on the organisation's outcomes?
3. What do you think the root causes might be?
4. How can these problems, in your opinion, be overcome?