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Assignment Task 1: Know How to Satisfy Customer Requirements

1.1  Identify Your Internal and External Customers

  • Internal Customers: Other people like colleagues, supervisors, or other departments within the organisation to which the person who works delivers his/her goods or services.
  • External Customers: Customers outside the organisation who buy or use the products or services of the organisation or of any person who consumes or delivers the same, such as in the case of clients, consumers, and suppliers.
  • Importance of Identification: Identifying both the internal and the external customers helps in understanding different expectations and tailoring service approaches appropriately.

1.2 Explain how customer needs are identified  

  • Direct Communication: Gathering customer demand through direct means like interviews, surveys, or feedback forms to understand the requirements and expectations.
  • Analysing past experiences: Checking previous customer interactions and transactions in order to know about repeated needs and recurrent problems.
  • Monitoring consumer behaviour: The continuous monitoring of actions, complaints, and trends of satisfaction with the help of observing customer behaviour gives them an understanding of unspoken needs and preferences.

1.3 Explain how service level agreements and customer satisfaction levels are set and monitored  

  • SLA definition: Well-defined, measurable service standards in an agreement to ensure that both the organisation and its customers have exactly similar expectations.
  • Setting customer satisfaction metrics: Key performance indicators, including response time, resolution time, and feedback scores, will measure the level of customer satisfaction.
  • Monitoring: Regular tracking of SLAs and satisfaction metrics through dashboards, reports, or feedback loops to maintain or improve service level.

1.4 Interpret feedback and simple performance indicators to identify how well customer requirements are being met.

  • Customer Feedback: Consistent review of feedback forms, surveys, and reviews in terms of assessing their level of satisfaction and determining the areas requiring improvement.
  • Performance indicators: resolution time measurement, first-call resolution rates, and complaint rates for assessment of service delivery.
  • Benchmarking: Performance indicators are compared with the industry averages or even to past performance while establishing the different service quality levels.

1.5 Outline actions that can be taken to address performance in meeting customer needs  

  • Training and development: Developing the employees regarding customer services and the competencies for better delivery.
  • Process Improvement: In order to be able to streamline or enhance internal processes to deal with any identified service gaps or inefficiencies.

Proactive Problem Resolution: Handling customer complaints and adjusting the method of service provision when necessary to ensure continued satisfaction.

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