Obtaining customer feedback and conducting research (10 marks)

From the research methods you have learned, select any two (2) of the following and discuss the advantages and disadvantages of each in relation to gathering customer service information.

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Direct observation

·        

Focus group

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Internet survey

·        

Telephone interview

Task 4: Outline customer service training benefits for management      (20 marks)

As part of the organisation’s customer service plan, you have been asked to prepare a brief for management outlining the benefits of a training module.

Points to include are:

·        

purpose i.e. reason for the training module

·        

benefits to the company/staff

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timings/schedule i.e. how long will it take to conduct the training?

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participants the module is aimed at e.g. service personnel, travel consultants, teams, etc.

·        

content (examples of skills and tasks to be covered/learned)

·        

coaching or training methods to be used, how will the staff be trained? For example, will there be external training or in-house training or on-the-job coaching, etc?

You may use the following table format for your response.

 
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