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My working place was Located in the heart of XXXX, XXXX Is the place to go for the ultimate pampering treatments. All services are administered by licensed professionals only. The company was established in 1999 with only 6 spaces at the beginning. After a decade of continuous efforts, we are able to make it one of the largest salons in Burwood. We are now developing various styles to satisfy contemporary youths need. We are targeting mainly on young people and becoming the indicator of latest hair styles on sophisticated trend. We at XXXX are committed to excellence in the art of hairdressing. We are passionately delicate to providing clients with the highest level of skills and products in an enjoyable friendly salon environment. Types of organizational customers Internal customers who use products or service provided by the organization and belong to the organization. External customers who use products or services or services provided by the organization but come from outside the organization Direct customers who deal directly with an organization. Indirect customers who use an organization's product or service but have no direct involvement with the organization. I will need to research and access the needs of my entire customer, both inside and outside the organization. When planning, I will need to take into account the quality, costs and delivery times agreed with my customer There are five common customer service research techniques used in the workplace to gather customer service related data. These are: 1. Direct observation 2. Survey questionnaires 3. Interviews 4. Focus groups, and 5. Case studies. I will use these techniques to gather information about what my customer needs, as well as how they perceive whether me and my team are meeting those needs. Meeting customer needs Delivering great service relies on meeting customer’s needs. Let's look at how we can use the information we have about customers and their needs to develop a service plan. The service objectives the first step in planning is to determine my goals or objectives. The customer service objective will determine the level of customer service to be delivered. There are four level of service: 1. Basic 2. Expected 3. Desired 4. Sensational While we might like to aim for 'sensational' service all the time, we know that service at this level comes with a cost, for example staff training and additional resources The cycle of service The definition of 'moment of truth' is : 'an episode in which a customer comes into contact with an aspect of the organization, however remote, thereby has an opportunity to form an impression.' A moment of truth of truth can be a face-to-face contact, a telephone contact or an electronic contact. The important point about a moment of truth is that it is a critical factor in building the relationship between customers and organizations. Moments of truth allow the customer to make a judgment about the quality of customer service offered by an organization and therefore develop a personal view of what they think about the organization. A moment of truth with’ basic’ customer service can therefore color a customer’s view of the whole organization. Customers don’t consciously look for moments of truth—what they want is to have their needs met. You can meet these needs by going through a whole process from beginning to end –a cycle of service. Start Moment of truth Moment of truth Finish Moment of truth Cycle of service example Let’s relate the cycle of service to the simple example of going to the movies. The cycle begins at some identifiable point of customer experience, such as seeing an advertisement for the film or talking to a friend who recommends it. What does the customer experience? Arriving at the theatre, finding a parking place, standing in line to buy tickets, and waiting in line to enter the theatre are just some of them. As I trace the experiences of the customer such as visiting the rest room, standing in line for refreshments, and searching for a seat, you begin to realize that the experience of visiting a cinema includes much more than just sitting in a seat watching a movie. We can say that each part of the customer’s experience is a moment of truth for the organization. Each point on the cycle of service has an impact on the customer---not just the final service of seeing a movie. If the movie itself is enjoyable but the place is dirty, parking is a problem, the theatre is located in a dangerous neighborhood, or noisy patrons interfere with the enjoyment of the other customers, the theatre will be perceived as having a service quality problem. The customer came to the theatre to see a movie but also experienced some less desirable things. Some customers will complain about the dirt and the noisy patrons, but other customers will simply never return to that cinema. For each experience the customer has in the cycle of service, the customer consciously or unconsciously rates the experience as satisfactory, unsatisfactory or superior. This assessment will determine whether the customer will use the service again or choose to go elsewhere. Taking a holistic approach to interactions with customers, we can help to deliver customer service that will meet or exceed customers’ needs. Managing service problems You can also use the cycle of service to help you identify problems matching service delivery to customers’ needs, and to develop options for improved service. Focus first on what customer needs may not be being met during the interaction, and then on what your team can do to meet those needs. Generally problems are related to: * Lack of flexibility in service delivery * Need for training of staff * Lack of communication among team members * Lack of communication from management * No clear direction or collaborative goal setting * Ignoring customer feedback. All of these problems are within your control, at least to some degree. What is customer service? Customer service is a simple concept. It is where an organization or supplier meets the needs of a customer as efficiently and courteously as possible. Excellent customer service keeps your customers satisfied and happy to give you repeat business. Experts agree that the key steps to delivering quality customer service are: Determining customer needs Meeting customer needs Monitoring service and solving problems. There are six steps to creating a strategy for good customer service: 1. Identify your customers. 2. Determine the customers’ needs and expectations. 3. Develop a plan to provide service that meets or exceeds customers’ expectations. 4. Implement the plan. 5. Establish an evaluation program. 6. Evaluate progress and continue to improve the strategy. There are five steps to providing excellent customer service: 1. Treat your customers with respect. 2. Listen to your customers 3. Work with your customers to determine their needs. 4. Meet the needs of your customers. 5. Provide your customer with a friendly atmosphere. Customer service is only as good as the customers say it is. And customers only rate service as ‘good’ if their needs are being met. Follow these steps and you will develop loyal customers who are more likely to come back. This approach will also establish ongoing business relationships. Features that make up customer service Dimension Description Access Approachability, ease of contact Responsibility Willingness to keep customers happy and provide prompt service Courtesy Politeness, respect, consideration, friendliness Reliability Ability to perform the promised service dependably and accurately Security Freedom from danger, risk or doubt Communication Keeping customers informed, in a language they can understand; listening to customer Understanding Making an effort to know customers and their needs Tangibles Appearance of physical facilities equipment, personnel and communication Credibility Trustworthiness, believability, honesty of service provider Competence Possession of the required skills and knowledge to perform the service There is an assumption that organizations know who their customers are. Yet this may not be as obvious as we first believe.求采纳