Strategy To Improve Customer Service

Further, it covers explanation of connections between customer service strategy and an organisation’s market positioning. After this, the report will explain the concept of listening in an organization. Lastly, it consist about the importance of customers services to stakeholder.

TASK 1

1.1

Consumer is the king of market and every organization produces products according to customers’ needs and desires. An organization focus on needs of customers and draft plan according to their requirement. They adopt various strategy to implement plans. (Bailey and et.al., 2018). The SMT (Senior Management Team) of Crabtrees Ltd frames organizational values such as vision, mission and objectives to keep their customers in mind. Link between customer focus and organizational rules-

Values- SMT of Crabtrees Ltd has its own core values like excellence, customer’s respect, integrity, community etc. Those values are decided according to customer’s taste and demand. Main purpose of value is to provide customers’ satisfaction.

Vision- In order to satisfy customers requirement they provide them with comfortable accommodation with well developed society area. They render quality services to fulfil customers requirement. SMT of Crabtrees Ltd provides comfortable and valuable services at low cost.

Mission- they provide excellence services to become leading real estate organisation. SMT of Crabtrees Ltd provides their best services to customers with their prefixed mission.

Objectives- Designing, developing and leasing properties to the customers are the objectives of Crabtrees Ltd that provides properties to customers according to their investment. Further, it always focuses on customers’ requirements and provides services that satisfy them.

1.2

Users are becoming increasingly demanding in today's era. They not only want high choice commodities but they also expect high quality customer services. The SMT of Crabtrees Ltd evaluates market demands and customer’s expectations. They also decided to implement new products and services to their consumers and gain its former share.

Identify gap - SMT determine gaps between customer beliefs and actual employment provided at contrasting stages of service transfer (Bryson, 2017).

Evaluate consumer expectation- Situational expectations are helpful to evaluate consumers’ expectations. SMT identify customer demand which reflect human relationship between the customer and supplier of product or service.

Needs and Values- SMT To meet customers expectation the provide quality services. Company satisfy demand of customers by utilising there resources.

Human Resource Policy- Human resources policies are adopted by company to fill gap between expectation and reality. They design products according to desire of customers. Their main motive is customers satisfaction.

1.3.

Consumer service scheme – Impressive customer services strategy play major role in growth of enterprise. Customer care services help in creating satisfaction among customers, helping to hold loyal customers and to gain levels of enterprises globally.

Organization market positioning - It plays vital part for organizational and business strategy. Positioning is the key to effective marketing strategic planning. Organization’s market positioning increases the sales, stakeholders’ interest and also helps in maintaining the goodwill. Market aligning help in creating brand image of company.

• Customer service strategy creates customer service vision and understands their responsibility (Cooper, 2017). Positioning refers to business identity of a brand. Positioning and customer services strategy assesses customers’ needs.
• Market positioning and consumer service strategy helps to set goals according to consumers’ needs and wants. It helps to reach their organizational goals.
• Having a strong vision and effective strategies for market positioning is a critical component for occurrence of any organization. Client service strategy is necessary for the growth of organization and business.

1.4.

Financial Execution- It includes analysis and representation of business statement of the organization or business. A Financial Report is a summary of Business Performance. reports identify the financial wellness of a business. Financial performance includes analysis -

• On the job Analysis
• Financial construction Analysis
• Action Analysis
• Profitability Investigation

Business Growth- Business growth is a stage, which reaches the point for sales expansion, market expansion, business value and growth. Business growth requires organizational system and procedures that will manage growth in effective manner. Maintain the owner and management role helps in business growth.

Build Infrastructure – Financial performance and business growth helps customers to build infrastructure that supports their strategies.

Resolve customer issue- customer care strategies helps to resolve issues faced by customer.

Continuous Improvement- It improves organizational system and helps in business expansion. It improves team performance and achieves performance targets (Ginter, Duncan. and Swayne, 2018). Continuous improvement helps in identifying improvements that any business can adopt in order to attain success.

Build a reputation – Business growth help to build reputation in the market and it helps in market expansion. Financial performance develops customer care strategies.

1.5

Client retention- It mentions actions and activities of company. It measures the customers’ loyalty and capacity of existing business in market. Consumers’ retention shows that consumers are satisfied with both services and products. Understanding future needs of customers help in customer retention.

why employee and customers’ feedback is important-

Customer Retention- Satisfied customers will stay with Customer Spirit- It evaluates customers’ concern of goods or services supply by company. Consumer satisfaction is a reflection of business, which gives positive and negative outcomes for business (Kumar and Reinartz, 2018). Customers’ satisfaction is important because it helps to solve problems. Business ethics helps customer satisfaction that creates goodwill for existing business.

1.Information that is not available to competitors, guiding organizational and market position in Market Research is crucial in developing that is sustainable competitive advantage because it discovers.

2. A sustainable competing benefit is the key to business success in international market. Understand the strength and core areas of the business to gain attention in the competitive market.

3. A sustaining competitive advantage is an in providing value to the customers. Understand the global market and its segments.

TASK 2

2.1.

Listening skills is effective in an organisation. Listening skills give the other person full attention and helps to build the relations within the organisation. Listening helps to develop trust and maximizes each other’s strengths in an organisation. It includes maintaining reputation, motivates employees, reduce conflict, developing trust, etc.

Maintaining your reputation- Listening skills help to maintain reputation of an organisation, which helps you to interact in the corporate world. Organisational listening refers to effectively capturing opportunities. Listening can tarnish the company's reputation.

Motivating Employees- A good listener is able to improve the morale of employees. Attentive listener motivates their members and employees (Luo and Bu, 2018). Further, it also helps workers to find characteristics of tasks and they find the most profitable and difficult.

Reduce Conflict- Listening can reduce conflicts. Organizational listening refers to a process of deploying listening tools and effectively capturing appropriate employee sentiments at points and frequencies to enable effective organizational decision making.

Developing Trust – Listening is essential for building trust. It helps in collaborating and maximizing each other strengths. It enables to adopt facts to make judgements that goodness of our business concern.

2.2

Customer response is information supply by consumers and clients just about whether they are satisfied or discontent with a commodity or work they had with an organisation or company. Customers’ feedback helps to improve products and services. Employee and customer feedback helps to ensure that end production will actually meet their supply solve problems and execute their demand. Listening to clients and employees help to communicate that their opinion is important for the company.

Below given are the reasons why employee and customers’ feedback is important-

Customer Retention- Satisfied customers will stay with longer in the organization. Employee and customer feedback helps to determine that consumers are satisfied with divine services and detect region where should modify.

Taking business decisions- Employee response is one of the most reliable points for real data that can be used in taking any business judgement. Clients’ insights will help to read consumers and their necessarily profoundly.

Helps to create best customer experiences- The most impressive way to give surprising experience is to request clients and employees what they look-alike about their divine service and what should be developed.

2.3

Effective listening skills make employees more responsible. The power to listen cautiously allows worker to better realise assignments and task which are given. Listening reduces risks of misunderstanding (Van Androniceanu, 2017. It gives a person to inspire and motivate employees.

Below given are the profits of an organisation of hearing to customers-

Spread out capability and knowledge- Effective hearing skills make an employer more efficient and confident of their position. It improves knowledge and helps to fulfil job requirements through innovative learning.

Saves time and money- Effective listening to customers and clients cut down risks of misinterpretation and mistakes that could be very negative for business; it saves time and wealth for business.

Figure out difficulty quickly - A businessperson should be attentive to what employer has to express and understand client’s needs. Listening helps in to make cleared decisions and to discover more about all feature of the org

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