John Smith Case Study - Customer’s Needs - Management Assignment Help

Assignment Task:

Assessment overview The objective of this assessment is to assess your knowledge as would be required to identify customer needs and then deliver and monitor a
service to customers.

Part 1: Short answer
Read the question carefully.
1. Identify two (2) interpersonal skills used in customer service and explain how these skills assist you to effectively identify and clarify customer needs and expectations.
Your answers can be in dot point form and should be a minimum of 8 words but no longer than 20 words for each point

You ask the customer.
2. How can you determine the urgency of a customer’s needs?
Your answer should be a minimum of 10 words but no longer than 30 words. 1-active listening -allowing the customer to explain their need or concerns ,with out trying
to solve the problem immediately .

3. You have received two inquiries from customers regarding corporate travel; John Smith needs to travel to Adelaide from Darwin in two weeks’ time. Aliyah Rodriguez needs to travel to Melbourne from Sydney in 3 months’ time. According to the Plan2go Customer Service Policy, which customer would you prioritise to deal with first? Explain your choice referring to the customer service policy.

4. Describe three (3) communication skills that would help you to either, (a) inform customers about options that meet their needs and/or (b) help them choose which is the best option for them?

5. Explain a situation where you might not be able to assist a customer with their needs and explain what actions you would take to help the customer.

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