Question

Why are organizations' mission statements for customer service different from each other?

How can a company successfully serve its external and internal customers?

In what ways do customer needs relate to the reasons people buy from certain companies?

To what extent do you feel social media has affected the way businesses serve customers today?

If you were the president of a retail organization, would you be fearful or appreciative of receiving complaints via social media applications?

Describe what actions you would take with customer-community feedback and comments. Name two advantages to organizations of providing customers with multichannel contact points.

If you owned your own business, would you provide your customer base with a tiered service system? Defend your position.

COURSE:  Customer Service

Answer 1

Question : Why are organizations' mission statements for customer service different from each other.?

Answer: Organizations' mission statements for customer service are different from each other mainly due to the products and services which they offer for example one company might provide service in Health case where as the other company may be providing service in Automobile parts.Also if both the companies are proving the same products and are competitor’s of each other then also the mission statements might differ since each of the company might be not in the same stage of there life cycle once can be a startup and would want to focus on client buildup where as the other might be a 25 year old company which would like to focus of some other parameters.

Question : How can a company successfully serve its external and internal customers?

Answer : Internal & External customers are needs and necessities are different to a much greater extent however the final focus would be on external customers only.

In case of internal customer we can have a feedback depending upon the project executed or it can be on quarterly basis.It can be on department basis say for example in case of a manufacturing industry Purchase Department can get a feedback of this work from its internal customer which can be either store or the Manufacturing line which actually consumes the raw material.

Below are some of the feedback questions for internal customer in case of Purchase Department going to ask for Manufacturing Department.

Question 01 : Was the material supplied in this quarter of good quality.

Option ; Yes / No

Question 02 : Was the material on time ( mention in terms of % below )

Option :______%

In case of external customer to serve in a better manner the company has to take much more efforts than that of the one taken for internal customer here the feedback is taken from the open market , samples of products are given free for getting the feedback , online surveys are done. The quality of the product is to be the best in class so as to give the customer a good feel about the products.in case of service the customers queries are to be addressed in a proper manner for example say if a mobile is sold he/she should get the regular updates on the software if the customer is facing some issue with the mobile he is using then they can collect the phone and make arrangement for a temporary phone till his phone is services and returned back this are some of the examples.

Question : In what ways do customer needs relate to the reasons people buy from certain companies?

Answer : There are multiple reasons why people buy from certain companies specifically such as there previous experience , feedback received from family and friend ,by word-of-mouth publicity received by the company apart from this there are parameters such as cost , post sales support ,features and technological advances in the product ,trustworthiness when all or most of this parameters are covered in the requirement of the customer in such a scenario then is it bound to happen that the customer is repeatedly going to buy the product and services from the same company.

Questions: To what extent do you feel social media has affected the way businesses serve customers today?

Answer: Todays would is a social medial world with smart phones almost each and every person now is connect to the external via one or the other social media app such as Facebook , twitter , whats app etc most of the population had one or the other social media app installed in there smart phone or even multiple applications as well. With social medial the procs and cons of the product are shared widely and in a faster way earlier one had to read all the user manual to understand the products now one can actually see the product and its working from any where as per his/her convenience through Youtube , you can have your own youtube channel where in you can post your business related videos so that you can save your time of actual visiting the customer and explain the products each time you can now once and all record the product details and share the same on social media so we can definitely say that the social medial has a great impact now a days on todays business