Coordinate Implementation of Customer Service Strategies

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Assessments Task 1-Case study Case Study: Hungry Macks 1. 1. Ask Them. The simplest way to find out what people want from your service or product is to ask them. That's what the hairdresser does when he says, "How would you like your hair, sir?". The trouble is, most service-providers assume they know what people want. When hotel customers are asked what they want for their breakfast and then the waiting and catering staff are asked what they think the customer wants, the answers are invariably different. Always ask and act on the answers. 2. Be Your Own Customer. One of the most obvious but underused ways to find out what your customers experience when they use your service is to be a customer yourself. You can do this by walking the customer journey one step at a time and seeing things through your customer's eyes. You can even act as one of a special group of customers - such as a person in a wheelchair, or someone whose first language is not English - and see how you're treated. 3. Focus Groups. Focus groups are representatives of customers whose job is to provide you with information on their needs and preferences. When Selfridges Food Hall in London's West End used a focus group to review their customer needs, they discovered that they had three different types of customer: locals who wanted personal attention; after-work shoppers who wanted convenience; and tourists who wanted something special. 2. CONFIDENTIALITY Probably the most familiar of ethical issues -- perhaps because it's the one most often violated -- is the expectation that communications and information from participants in the course of a community intervention or program (including conversations, written or taped records, notes, test results, etc.) will be kept confidential. Programs' legal responsibilities in this area may vary, but as a general rule, confidentiality is the best policy. It

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