Customer Servcie Essay

1557 Words7 Pages
Assessment task 1: Questions Question 1: All organisations have customers in one form or another. Describe; a) Who are your external customers and what products and/or services do they get from your organisation? b) Who are your internal customers and why are they important in ensuring that the external customer’s needs are met. A) Our externals customers are Aged Care Facilities / approved providers of the facilities. The services that they get from our organisation is auditing of the services that they provide to residents and the feedback that is received from these audits helps them (the approved provider) ensure that they are caring for residents according to the 44 Standards within Aged Care. B) Our Internal Customers are Assessors whom audit the Aged Care Facilities. The assessors are important as they are auditing aged care facilities to ensure that the residents that are living in them are being looked after according to the national 44 Standards. Question 2: Within an organisational structure what does the term “Silos” mean and what are the likely effects on customer service of a “Silo” business environment? Within an organisational structure the term silo means that information is not freely or communicated within other areas of the business / work place, one department does not know what the other department does for the customers / organisation. The likely effects that this can have on the customer service provided is that there is less efficiency in the services provided and also higher possibilities of errors occurring. Question 3: Describe each of the following Market Segmentation terms and give an example of each one a) Geographic segmentation b) Demographic segmentation c) Psychographic segmentation d) Behavioural segmentation A) Geographic segmentation is the Collecting and analysing of information according to the physical
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