Scenario – Coffeeville
In order to ensure customer satisfaction, CoffeeVille requires regular monitoring and reporting of customer service performance.
It is the end of the fourth quarter for the 2012/2013 financial year. Your manager, Mary White, has asked you to review customer service information (customer satisfaction survey and performance information) and prepare a report containing: Business Assignment Help
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recommendations for changes to customer service strategies and practices
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possible strategic future directions in customer service for the 2012/2013 financial year and beyond
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an implementation schedule for customer service monitoring and reporting activities for the 2012/2013 financial year – customer service performance is to be assessed quarterly in accordance with CoffeeVille commitment to continuous improvement. Implementation of policies regarding the use and storage of customer satisfaction data must be scheduled.
One risk that Mary has identified is the possible lack of employee and contractor knowledge of company policy with regard to the use and storage of customer satisfaction survey data, which contains names and contact details of respondents for verification purposes. Business Assignment Help