The purpose of retrieving information could be for a number of reasons, examples could be for marketing purposes or to provide information to the Inland Revenue. 1.2-Describe different information systems and their main features The term “information systems” refers to a stystem that handles the flow and maintenance of information, which in turn supports the business operation. The components which bring together an information system are people, equipment, procedures and data. These can be classified into 6 main areas: 1. Transaction Processing Systems (TPS) These are operational level systems usually dealt with by shop floor workers and front line staff.
BSB51107 Diploma of Management Assessment Task 2 – Study Period 4 BSBCUS501A Manage Quality Customer Service CUSTOMER SERVICE QUESTIONNAIRRE 1. Imagine you work in a shop. List three things you can do to engage with a new customer walking into the store. * Greet your customer promptly * Converse with your customer. See if they need any assistance in finding something.
Another way would to be to inform them face-to-face if they enquired about a given question such as ‘what do you sell here’ which I would lead on to tell/show them our coffee, food and drinks menu. 3.3 When greeting customers, I smile politely and ask them ‘how can I help?’ and make general small talk (the weather, any plans for the weekend) whilst delivering their goods or services. 3.4 The information I need to deliver effective customer service includes my organisation’s product price list and available services. To uphold my organisations standards of customer service, that information can be found in my Cafe2U employee handbook. 3.
Unit Ref. How and when do you currently do this? Examples Outcome 1 101.1.1 101.1.2 101.1.3 Outcome 2 101.2.1 101.2.2 101.2.3 Outcome 3 101.3.1 Identify Customers and their characteristics and expectations (Please give examples) Recognise typical customers and their expectations? Discuss customer expectations with colleagues using recognised customer service language. Follow procedures through which you and your colleagues deliver effective customer service.
The company looks for people with strong customer service backgrounds who value customers needs. With a turnover rate of 50% it would behoove Tanglewood to host an open recruiting method with the respective assumption that it takes all of the community to serve the community. 3. Northern Oregon has a point that kiosks are more scientific as in the computer uses the pre-assigned qualifications to select the proper candidates. This method is more credibly sound but calling the other methods as touchy feely is petty vs. critical.
There are some key factors involved in the market research:- Location Competitors Target market Cost of products Services to the customers Time frames to complete the task Servey with the customers Collect the feedback. After considering the role and market research of business it is necessary to decide how the needs will be fulfilled. It helps us as follows:- The work is actually based on the collection of some information from the business nearby:- 1. There should be a team assigned to complete the research work. 2.
The external source documentation can serve as the confirmation of the internal documentation. 7-28 1. Review the accounts receivable with the credit manager to evaluate their collectability. Inquiries of the client. 2. Compare a duplicate sales invoice with the sales journal for customer name and amount.
Procedures: our company will identifying customer needs via RATER model survey. Customer services members contact clients by email or telephone to understand their experiences and expectation; Obtaining the information of customer via RATER survey (the survey will be focus on five different areas: Reliability, Assurance, Tangibles, Empathy and Responsiveness); Analysis the survey to identify the customer needs. Policy and procedures for obtaining customer feedback Policy: Innovative Widgets seeks to provide clients with both formal and informal feedback mechanisms to obtain customer feedback. Innovative Widgets seeks to develop client relationships where both Innovative Widgets and client feel comfortable to initiate contact at anytime within service period. Procedure: Talk directly with customers by telephone to obtain informal feedback.
| Knowledge of filing system and protocols | Organizational | To sort, organize, label, retrieve information as needed | 5 | Assist in responding to public/employees inquiries, in person or over the phone, regarding personnel questions to provider clarification of policies, procedures or benefits. | Knowledge of personnel policies, procedures, guidelines, and regulations | Interpersonal and CommunicationCritical Thinking | To identify and analyze problems.To answer questions with clarification and develop appropriate solutions if needed regarding personnel problems | 6 | Monitoring employee time and payroll records through reviewing and logging staff work hours to ensure proper pay and benefits are given for work activity. | Knowledge of payroll formats and reports. | AnalyticalCalculationsTime management | To study reports, due mathematical problems, To work effectively under stress, work in a timely manner and
The main task is : -Talk to customers by telephones, email, letters or face to face. -Deal with customers complaints -Ask customers for their opinions /ideas on how to improve the products/services -Give after-sales advice on repairs 1) The departments at Republic’s Head Office links ups with the charts on pg 32 is that the departments at Republic’s Heads Office is IT this links up with set up and maintain ICT equipment and website as the head office users IT and the charts says that so they link up because