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      Assignment格式范文參考:Importance of Understanding Customers' Needs and Expectations

      論文價格: 免費 時間:2022-08-15 11:47:06 來源:www.ourpropertyvalue.com 作者:留學作業網

      Assignment格式-了解客戶需求和期望的重要性。本文是一篇標準的國外大學assignment格式范文,從寫作格式到邏輯安排均符合要求,本篇assignment范文的主要內容是講述客戶的期望、需求和滿意度密切相關。如果客戶希望從公司得到一些東西,但沒有得到他們想要的東西,那么他們可能會感到不滿意,這會給他們留下組織的負面印象。如果他們從一開始就期望值較低,并從組織獲得了出色的服務,他們可能會感到越來越滿意。如果客戶希望組織提供特定的服務,并期望服務達到一定水平,并且組織實現了這一點,那么他們將對組織感到滿意和高興,并且他們遵守了品牌承諾。如果客戶希望購買產品,而品牌承諾表示產品將在3個工作日內交付,并且產品提前到達,這意味著隨著產品在時間范圍內提前到達,客戶將對提供的服務越來越滿意。另一方面,消極的一面是,如果客戶期望在3天內交付產品,這是客戶在組織網站上所說的期望,并且直到一周后才到達,客戶最終會對服務感到不滿意和不滿意,從而對組織產生負面印象,這可能導致聲譽受損,收入進一步減少。下面就一起參考這篇assignment范格式文的全部內容。

      Assignment格式

      1.1  Explain the relationship between customers’ needs and expectations and customer satisfaction  解釋客戶需求和期望與客戶滿意度之間的關系
      A Customer’s expectations, needs and satisfaction work hand in hand. A customer may feel unsatisfied if they want something from a company but don’t get what they expect leaving them with a negative impression of the organisation. They may feel increasingly satisfied if they have low expectations from the start and get an excellent service from the organisation. If the customer wants a particular service from the organisation and expects the service to be at a certain level and the organisation achieves that then they will leave satisfied and happy with the organisation and that they have abided to the brand promise. An example of this is if a customer wishes to purchase a product and the brand promise says that it will be delivered within 3 working days and the product arrives early this would mean the customer would be increasingly satisfied with the service provided as the product arrived within the time scale and earlier than expected. On the other hand the negative side to this is if the customer expects a delivery of a product to come within 3 days which is the expectation the customer has as it states on the organisations website and it doesn’t arrive until a week later the customer would ultimately feel unsatisfied and unhappy with the service resulting in a negative impression of the organisation which could lead to reputational damage and further reduction in revenue.
      1.2  Describe the features and benefits of an organisation’s products and/or service 描述組織產品和/或服務的特點和優勢
      The feature of a product is what is physically looks like and what it can do. for example a feature of a telephone is that it has a voicemail feature in which you can access your voicemails another ‘feature’ of a telephone is that there is a button where all calls are logged in order for you to see who had called you during the day. A benefit would be how the product helps the individual. So for example the benefits of these features is that A. the voicemail button’s benefit is it allows you to access your voicemails and listen to them and take messages B. the call log button benefit is it allows you to identify and retrieve the callers name (sometimes) and phone number in case you need to call them back along with this the call log button benefit also allows you to view any missed calls so you can retrieve the number and call the caller back. Feature and benefits of a service and product are similar but are defined differently.
      產品的特點是外觀和功能。例如,電話的一個功能是,它有一個語音郵件功能,您可以在其中訪問語音郵件。電話的另一個“功能”是,有一個按鈕,記錄所有通話,以便您查看誰在白天給您打過電話。一個好處是產品如何幫助個人。例如,這些功能的好處是A。語音郵件按鈕的好處是它允許您訪問語音郵件,收聽語音郵件并記錄信息B。通話記錄按鈕的好處是它允許您識別和檢索呼叫者的姓名(有時)和電話號碼,以防您需要同時回撥呼叫者。通話記錄按鈕的好處還允許您查看任何未接來電,以便您可以檢索號碼并回撥來電者。服務和產品的特征和優點相似,但定義不同。
      1.3  Explain the importance of treating customers as individuals 解釋將客戶視為個人的重要性
      When a customer calls an organisation to sort out a problem or use their services they want to feel valued and cared for leaving them with a positive impression. It is important for organisations to put customers first and treat them as an individual ensuring their customer service experience is at a high standard. By treating each customer as a individual strengthens the rapport between the organisation and customer as they feel that the service given is bespoke to them making them feel respected and appreciative of how they are being treated as an individual. If a product or service was to be presented to a customer the customer needs to understand how the product and service will affect them as individuals. Different customers have different needs so organisations need to be able to cater those and treat each customer as an individual helping them with their queries or services.
      當客戶打電話給組織解決問題或使用其服務時,他們希望感受到價值和關懷,給他們留下積極的印象。重要的是,組織應將客戶放在首位,并將其視為個人,確保其客戶服務體驗達到高標準。通過將每位客戶視為個人,加強了組織與客戶之間的融洽關系,因為他們覺得所提供的服務是為他們量身定制的,使他們感到受到尊重,并對他們作為個人所受到的待遇表示贊賞。如果要向客戶展示產品或服務,客戶需要了解產品和服務對他們個人的影響。不同的客戶有不同的需求,因此組織需要能夠滿足這些需求,并將每個客戶視為一個個體,幫助他們解決問題或提供服務。

      1.4  Explain the importance of balancing promises made to customers with the needs of an organisation 解釋平衡對客戶的承諾與組織需求的重要性
      Balancing promises made to customers depends on who the customer is and what the situation is. For example if the customer is a potential stakeholder it is important for the business to implement promises in order to secure the stakeholder but these promises need to be balanced in the sense that they are achievable and manageable promises that the organisation will be able to fulfil. Another example of balancing promises to customers is staff should believe in the organisations products and services that they offer when a customer doubts that they should be able to promise that the quality of the product and service is high. All staff within the organisation must be aware and understand the promises the organisation makes to customers for example specific delivery dates , promotional offers , discounts and so on. In order to balance certain promises to customers everyone should be able to work together to fulfil these promises and create a successful delivery of service. By being able to balance the promises made to customers the organisation is able to create a rapport between the customer making the customer feel a sense of belonging and cohesion. Companies that hold and successfully deliver their promises are able to stand out from competitors and able to attract more potential buyers as well as keeping loyal customers as they feel trustworthy knowing that the company will fulfil the promise again.
      平衡對客戶的承諾取決于客戶是誰以及情況如何。例如,如果客戶是潛在的利益相關者,那么企業必須履行承諾,以確保利益相關者的安全,但這些承諾需要平衡,因為它們是組織能夠實現的可實現和可管理的承諾。平衡對客戶的承諾的另一個例子是,當客戶懷疑他們是否能夠承諾產品和服務的質量很高時,員工應該相信他們提供的組織產品和服務。組織內的所有員工都必須知道并理解組織向客戶作出的承諾,例如具體交付日期、促銷優惠、折扣等。為了平衡對客戶的某些承諾,每個人都應該能夠共同努力實現這些承諾,并創造成功的服務交付。通過平衡對客戶的承諾,組織能夠在客戶之間建立融洽關系,讓客戶感覺到歸屬感和凝聚力。那些信守并成功履行承諾的公司能夠從競爭對手中脫穎而出,能夠吸引更多潛在買家,并留住忠誠的客戶,因為他們知道公司將再次履行承諾,因此感到值得信賴。
      1.5  Explain when and to whom to escalate problems 解釋何時以及向誰擴大問題
      Customers may escalate problems if they are unhappy with the service or product given. There is usually on the website of an organisation an option to put a complaint in. This is then picked up by a team within the organisation who deal as appropriate. Some organisations have customer service reps who deal with situations where the customer is unhappy. Their priority is to keep the customer happy and solve the problem where the customer is happy with the solution. A problem with a product or service can also be dealt with via a form this form would need to be filled out by the customer detailing what the problem is. the form will then be sent and passed on to the organisation who usually have a set team in place to deal with queries once a member of the team have picked up the form they are able to deal with the problem. Customer may want to escalate a problem to the manager or someone senior within the organisation if they aren’t satisfied with the solution given by a customer service personnel this is usually dealt with differently for each organisation the manager may want someone within their team who have enough experience to deal with the problem to sort it out or some managers may want to deal with it themselves. If it is an IT problem organisations usually have designated IT teams in place which can be contacted through the organisations switchboard or a direct line.
      如果客戶對提供的服務或產品不滿意,他們可能會升級問題。一個組織的網站上通常有一個投訴選項。然后由組織內的一個團隊負責處理,并酌情處理。一些組織有客戶服務代表,負責處理客戶不滿意的情況。他們的首要任務是讓客戶滿意,并在客戶滿意解決方案的情況下解決問題。產品或服務的問題也可以通過表格處理??蛻粜枰顚懺摫砀?,詳細說明問題所在。然后,表格將被發送并傳遞給組織,該組織通常有一個固定的團隊來處理問題,一旦團隊成員拿起表格,他們就能夠處理問題。如果客戶對客戶服務人員提供的解決方案不滿意,他們可能希望將問題上報給經理或組織內的高級人員。這通常針對每個組織進行不同的處理。經理可能希望團隊中有足夠經驗來處理問題的人來解決問題,或者一些經理可能希望解決問題他們自己如果是it問題,組織通常會指定it團隊,可以通過組織總機或直接電話聯系。
      1.6  Describe methods of measuring their own effectiveness in the delivery of customer service 描述衡量自身在提供客戶服務中有效性的方法
      There are many methods of measuring effectiveness when delivering customer service one being customer feedback this can be done through many forms via a form that customers can complete , via telephone after the delivery of customer service , through the post where customers can give their feedback and physically. Customer feedback can then be analysed to measure the effectiveness of the delivery and also be able to identify what is working well in terms of delivery. Another way effectiveness of customer service delivery can be measured is by asking employees to list the top complaints that have kept on being mentioned. Managers / senior staff could take the top three complaints and work on those to try and develop a solution towards minimising / eliminate those complaints and providing a better customer service delivery to customers. Another way to measure effectiveness is by monitoring calls and listening to them trying to create a list of all aspects that could be improved and positive aspects too. Items that should be looked out for are not interrupting the customer when speaking, having general customer service skills e.g. being polite, offering solutions to problems and ending the conversation with appreciation that the customer used the organisations products/services to do business with them.
      在提供客戶服務時,有許多衡量有效性的方法,其中一種是客戶反饋,這可以通過多種形式完成,通過客戶可以填寫的表格,在提供客戶服務后通過電話,通過客戶可以提供反饋和實物的崗位。然后可以分析客戶反饋,以衡量交付的有效性,并能夠確定哪些在交付方面運行良好。另一種衡量客戶服務提供有效性的方法是讓員工列出不斷被提及的最大投訴。經理/高級員工可以接受前三個投訴,并努力解決這些投訴,嘗試開發一種解決方案,以盡量減少/消除這些投訴,并為客戶提供更好的客戶服務。另一種衡量有效性的方法是監控通話并聆聽他們,試圖創建一個列表,列出可以改進的所有方面以及積極的方面。應注意的事項包括:說話時不要打斷客戶,具備一般客戶服務技能,例如禮貌,提供問題解決方案,以及在結束對話時感謝客戶使用組織的產品/服務與他們做生意。
      2.1 Explain the importance of a brand to an organisation 解釋品牌對組織的重要性
      A brand can be formed in many ways and is an important factor for an organisation as it defines the business and makes them identifiable through the branding. Brands come in many forms this could be a name, slogan, logo, label or any other marketing practice that helps the organisation to distinguish from competitors in a positive way. The branding of an organisation creates an overall impression on customers and other parties as it allows them to understand what is to be expected from the organisations in terms of the products they sell or the services they provide. The branding of an organisation can change someone’s impression on the business as it is the face of the company and is generally the most iconic. as it can drive new business opportunities. The importance of it is that it allows the organisation to be recognised and allows other third parties to develop an interest to the business creating more revenue. The branding of an organisation provides motivation and drive for staff as it allows them to identify organisational goals and objectives and gives them a drive to be successful.
      品牌可以通過多種方式形成,是組織的一個重要因素,因為它定義了業務,并通過品牌使其可識別。品牌有多種形式,可以是名稱、口號、標志、標簽或任何其他營銷實踐,幫助組織以積極的方式區別于競爭對手。組織的品牌塑造給客戶和其他各方留下了一個整體印象,因為它使他們能夠了解從組織銷售的產品或提供的服務方面對組織的期望。組織的品牌可以改變人們對企業的印象,因為它是公司的面孔,通常是最具標志性的。因為它可以帶來新的商業機會。it的重要性在于,它允許組織得到認可,并允許其他第三方發展對業務的興趣,從而創造更多收入。組織的品牌化為員工提供了動力和動力,因為它使他們能夠確定組織的目標和目的,并為他們成功提供動力。
      2.2 Explain how a brand affects an organisation’s customer service offer 解釋品牌如何影響組織的客戶服務
      A brand is what defines an organisation and emphasises a certain impression that customers take from seeing the brand. The brand helps customers to understand what kind of service they will be getting from the organisation this is why branding is key to any organisation. If the brand promotes a positive impression to customers and meets the high level of service then the organisation will use this to maintain the high standard of customer service.  Branding isn’t just the logo it is everything combined to make the organisation what it is for example branding includes the way staff answer phones, the uniform everyone wears, the way the organisations website looks like etc. These attributes all contribute to how staff behave when delivering customer service. 
      品牌是定義一個組織的要素,它強調客戶從看到品牌時獲得的某種印象。品牌有助于客戶了解他們將從組織獲得何種服務這就是為什么品牌對任何組織都至關重要。如果該品牌給客戶留下了積極的印象,并滿足了高水平的服務,那么該組織將利用這一點來維持高標準的客戶服務。品牌不僅僅是標志,它是使組織成為什么樣的一切結合在一起。例如,品牌包括員工接聽電話的方式、每個人穿的制服、組織網站的外觀等。這些屬性都有助于員工在提供客戶服務時的行為。
      2.3 Explain the importance of using customer service language that supports a brand promise 解釋使用支持品牌承諾的客戶服務語言的重要性
      All staff should take into consideration and use customer service language in order to abide to the brands promise. The brands promise should be guidance to staff in order for them to use it when providing a service for customers this is because a brand promise is a promise made by the organisation to the customer to ensure a trustworthy relationship between the organisation and customer. Using customer service language with a customer allows them to take away a positive impression of the organisation as staff have abided to and used their brand promise. An example of a brand promise is the organisation will ensure that all problems/concerns are dealt with in the best way. An example of positive customer service language / question is ‘Are there any other queries you would like to address that I may be able to help you with?’ using this type of language emphasises the organisations brand promise in making sure that problems and concerns are dealt with in the best way as staff are asking the customer if they have any other queries this shows the organisation want to help.
      所有員工都應考慮并使用客戶服務語言,以遵守品牌承諾。品牌承諾應該是對員工的指導,以便他們在為客戶提供服務時使用它。這是因為品牌承諾是組織向客戶作出的承諾,以確保組織與客戶之間的可信關系。與客戶使用客戶服務語言可以讓他們消除對組織的積極印象,因為員工遵守并使用了他們的品牌承諾。品牌承諾的一個例子是,組織將確保以最佳方式處理所有問題/顧慮。積極的客戶服務語言/問題的一個例子是“您還有其他問題需要我幫忙嗎?”使用這種語言強調了組織的品牌承諾,即確保以最佳方式處理問題和顧慮,因為員工會詢問客戶是否有任何其他問題,這表明組織希望提供幫助。
      2.4 Identify their own role in ensuring that a brand promise is delivered 確定自己在確保品牌承諾實現方面的角色
      In my role when I speak to a customer or a colleague I always ensure that I fulfil the brand promise by communicating professionally and addressing what the customer wants or is querying. I always use customer service language to help me do this for example common phrases would be how can I help you? , Is there anything else I can assist you with? Lastly , ending with ‘Thank you’ leaving the customer with a positive experience. Other ways I ensure the brand promise is by being trustworthy for example if someone calls up to speak to my manager and they are in a meeting I would let the customer know and to tell them that their message will be passed on. And so when my manager comes out of the meeting I ensure that I pass on the message and my manager calls them back.
      assignment范文的作者在文末提到“在我的角色中,當我與客戶或同事交談時,我總是通過專業溝通和解決客戶的需求或疑問來確保履行品牌承諾。我總是使用客戶服務語言來幫助我做到這一點,例如常見的短語是“我能幫你什么?”,還有什么我可以幫你的嗎?最后,以“謝謝”結尾,給客戶留下積極的體驗。我確保品牌承諾的其他方式是值得信賴,例如,如果有人打電話給我的經理,他們正在開會,我會讓客戶知道,并告訴他們他們的信息會被傳遞。因此,當我的經理離開會議時,我會確保傳達信息,我的經理會給他們回電話?!?/p>

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