good point of view

1. CONSTRUCTION
MANAGEMENT
EIS OBC4 09 1118
Manage Quality Customer Service
Instructor
Dereje J (MSc)

2. Occupational Standard: On Site Building Construction Level IV
Unit Title Manage Quality Customer Service
Unit Code EIS OBC4 09 1118
Unit Descriptor This unit specifies the outcomes required to develop strategies to manage
organizational systems that ensure products and services are delivered and
maintained to standards agreed by the organization and the customer.
Elements Performance Criteria
1. Plan to meet internal
and external customer
requirements
1.1. The needs of customers are investigated, assessed and defined to be included
in the planning processes
1.2. standards and plans are developed to address key quality issues
1.3. Opportunities for customers and colleagues to give feedback on products and
services are provided
1.4. Review changes in internal and external environments and integrate findings
into planning for quality service
2. Manage delivery of
quality products
and/or services
2.1. Customer service standards and expectations are clearly communicated to
colleagues
2.2. Staff performance is managed to consistently meet the organization’s quality
and delivery standards
2.3. Coaching and mentoring are used to assist colleagues to deal with customer
service issues
2.4. Customer service is monitored in the workplace to ensure standards are met
in accordance with enterprise policies and procedures.
3. Monitor, adjust and
review customer
service
3.1. Strategies to monitor progress in achieving product and/or service targets and
standards are developed and used
3.2. Strategies to obtain customer feedback are developed and used to improve
the provision of products and/or services
3.3. Resources are developed, procured and used effectively to provide quality
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3. products and/or services to customers
3.4. Decisions to overcome problems and to adapt customer service and products
and/or service delivery are taken in consultation with appropriate individuals
and groups
3.5. Records, reports and recommendations are managed within the
organization’s systems and processes
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4. LEARNING OUT COME ONE
1. Plan to meet internal and external customer requirements
Plan: - is set of actions for achieving something in the future, especially a set of actions that has
been considered carefully and in detail.
customer is a person that receives goods, products, services or ideas, etc.
Internal Customer
Internal customers have a relationship with, and within, your company, either through
employment or as partners who deliver your product.
Internal customer is a customer that has a direct relation or contact with the company or
organization.
Internal Customer Service Business Insider defines Internal customer service as “anyone within
an organization who at any time is dependent on anyone else within the organization.”
Internal customer is a person that is a part of the company or has direct contact with the company
and purchases products from it is known as an internal customer.
External Customer
External customer is a customer that does not have any direct contact with the company.
External customer is someone who uses the products or services of the company but is not part
of the organization.
External customers are the people that pay for and use the products or services your company
offers.
External customer is a person who is not directly connected to your organization other than by
purchasing your product or service.
External customer can depend on your product or service, i.e., repeat purchasing, referrals,
positive reviews, and otherwise supporting your company.
External customers are the people that pay for and use the products or services your company
offers.
External customer is the main target of a company or an organization.
External customer is someone who uses the products or services of the company but is not part
of the organization.
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5. External customer that uses and pays for the items, products, or services that a company or an
organization offers is known as an external customer.
1.1. The needs of customers are investigated, assessed and defined to be
included in the planning processes.
The order understands customers’ motives for e commerce, researchers have tried to analyze
their information needs or browsing behavior.
A customer need is a motive that prompts a customer to buy a product or service.
probably a more direct way to understand consumers’ needs and discussed with consumers.
To under standing the customer need based up on the Time, Budget and Quality this is the main
issue on the customer satisfaction.
Information searching from the customer based up on needs.
The assessed information may come from a customer’s individual experience, sales promotion
campaigns, reference groups.
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6. The most issue for customer needs as follows
Product Needs
1. Functionality
Customers need your product or service to function the way they need in order to solve their
problem or desire.
2. Price
Customers have unique budgets with which they can purchase a product or service.
3. Convenience
Your product or service needs to be a convenient solution to the function your customers are
trying to meet.
4. Experience
The experience using your product or service needs to be easy — or at least clear — so as not to
create more work for your customers.
5. Design
Along the lines of experience, the product or service needs a slick design to make it relatively
easy and intuitive to use.
6. Reliability
The product or service needs to reliably function as advertised every time the customer wants to
use it.
7. Performance
The product or service needs to perform correctly so the customer can achieve their goals.
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7. 8. Efficiency
The product or service needs to be efficient for the customer by streamlining an otherwise time-
consuming process.
9. Compatibility
The product or service needs to be compatible with other products your customer is already
using.
Service Needs.
10. Fairness
From pricing to terms of service to contract length, customers expect fairness from a company.
11. Transparency
Customers expect transparency from a company they're doing business with. Service outages,
pricing changes, and things breaking happen, and customers deserve openness from the
businesses they give money to.
12. Control
Customers need to feel like they're in control of the business interaction from start to finish and
beyond, and customer empowerment shouldn't end with the sale. Make it easy for them to return
products, change subscriptions, adjust terms, etc.
13. Options
Customers need options when they're getting ready to make a purchase from a company. Offer a
variety of product, subscription, and payment options to provide that freedom of choice.
14. Information
Customers need information, from the moment they start interacting with your brand to days and
months after making a purchase. Businesses should invest in educational blog content,
instructional knowledge base content, and regular communication so customers have the
information they need to successfully use a product or service.
15. Accessibility
Customers need to be able to access your service and support teams. This means providing
multiple channels for customer service. We'll talk a little more about these options later.
1.2. Standards and plans are developed to address key quality issues.
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8. Quality standards are defined as documents that provide requirements, specifications, guidelines,
or characteristics that can be used consistently to ensure that materials, products, processes, and
services are fit for their purpose.
Standards provide organizations with the shared vision, understanding, procedures, and
vocabulary needed to meet the expectations of their stakeholders. Because standards present
precise descriptions and terminology, they offer an objective and authoritative basis for
organizations and consumers around the world to communicate and conduct business.
WHO USES QUALITY STANDARDS?
Organizations turn to standards for guidelines, definitions, and procedures that help them achieve
objectives such as:
 Satisfying their customers’ quality requirements
 Ensuring their products and services are safe
 Complying with regulations
 Meeting environmental objectives
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9.  Protecting products against climatic or other adverse conditions
 Ensuring that internal processes are defined and controlled
1.3. Opportunities for customers and colleagues to give feedback on
products and services are provided
To find out what customers like about our product, what they would change or improve, and if
they are happy with our services. Thanks to this information, it is easier to work on possible
changes and product development.
Today’s there are different effective ways to receive customer feedback. Follow up to find out
the best ways of receiving your customers’ opinions and suggestions!
1. Live Chat
Live chat is one of the most popular ways of getting feedback from your customers. It is simple
and easily accessible. If your customer needs a fast way of response from your support team, the
easiest way for him or her to communicate with it without any over complications is by using
live chat.
2. Feedback boxes (suggestion box)
Feedback boxes (suggestion box) is a common tool in business to get information about quality
of the business from the customer or employee standpoint.
The typical suggestion box is a box into which people could insert notes, ideas for business
improvement or surveys.
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10. 3. Social Channels
Probably the most popular channel for finding out about customer feedback is social media. Use
those most popular to find out what people think about your company, product or service. The
most common and used by the majority of customers are those such as social media websites
(Facebook, Twitter, LinkedIn), forums (Reddit, Quora). it is important to engage in discussions
with people who talk about your product.
4. Website Feedback Tool
The best way to collect feedback is often directly on your website. Whether it’s your internal
team reporting bugs, a client who wants to make a suggestion, or a user that has a feature
request, your website is often the best place to submit feedback.
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11. 5. E-mails
You can use e-mail to gain customer feedback in the form of a newsletter. It’s good to send a
survey or poll about your product once in a while. Also, don’t forget about replying to all your
customers’ e-mails. Staying in touch with them and helping to solve current problems gives you
insight into what is the biggest issue and what needs to be improved.
6. Initiate SMS surveys.
Not to be underestimated, SMS is one of the most powerful channels to request feedback from
customers. In an age when consumers are always a few feet away from their phones, SMS is a
great way to communicate with existing customers and potential leads.
7. Ask for Opinion
If you can, simply ask your customers for an opinion
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12. 1.4. Review changes in internal and external environments and integrate
findings into planning for quality service.
Review changes in internal and external environments
Environmental analysis involves collecting information about the external environment,
forecasting and anticipating change, identifying environmental opportunities and threats and
assessing the impact of environmental factors on decision making.
It also involves analyzing the internal strengths and weaknesses of the
organization/team/provider network relevant to the design and delivery of the intervention.
Strengths and weaknesses analysis focuses on all aspects of internal operations, for example,
people, finance, services, and is a consequence of the resource audit.
 Identify potential constraints, challenges, opportunities and threats which are out-with
the control of the team/steering group.
 Help avoid threats and take advantage of opportunities.
 Provide information to minimize weaknesses and build on strengths.
 Identify where additional resources are required, and their nature.
 Provide information for effective decision making.
 Provide information about appropriate choice of social marketing activities.
 Identify internal and external factors that may impact on the success of the intervention
 Internal and external environment to integrate based up on swot analyze.
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13. ASSIGNMENT- 1-
Instruction to submitted the assignments
 This assignment is an individual assignment.
 Please submit your assignment before 24 hours on telegram.
 The assignment can be prepared by Microsoft office PowerPoint
 The assignment does not copy-paste from your friends’ other whys your values are zero.
1. Write the SWOT analysis of internal and external customer environment satisfaction.
2. List down the steps of internal and external customer environment integrate procedures.
Submitted date: - next week before24 hour (before 28/06/2022 G.C).
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14. LEARNING OUT COME TWO
2. Manage delivery of quality products and/or services
Products and Services that meet or exceed customer expectations result in customer
satisfaction.
Quality is the expected product/service being realized.
Products/services that are produced and manufactured to specifications that are appropriate to
the price (money to be given in exchange by the customer) of the product/service is an
operational or manufacturing view of quality.
2.1. Customer service standards and expectations are clearly communicated
to colleagues
Customer service standards
Customer service standards are a company’s rules or guidelines that inform and shape
the customer’s relationship with the business at every step throughout the customer experience.
Strong customer service standards can help a company retain more loyal customers and increase
profits significantly.
Customer service standards are a set of policies and expectations that have been created and
adopted by a company.
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15. The standards cover all the points of contact the business may have with the customer.
The expectations or rules for conduct in any customer transaction and how you want customers
to feel about their experience with your company.
Exceptional customer care motivates future purchasing behavior more than information and
facts.
Customer service is an essential component of a company’s business.
Standards should also be specific and stated in “plain language” for the same reason.
Characteristics of Good Service Standards
Relevant to the customer: Service standards are consistent with customer priorities.
Based on consultation: Service standards are developed in consultation with customers and staff
particularly frontline staff who are responsible for delivering the service.
Measurable: Service standards are quantifiable and linked to monitoring activities.
Communicated: Service standards are clearly communicated to customers, staff, and other
stakeholders to help manage expectations.
Transparent: Service standards should be stated clearly and well documented.
2.2. Staff performance is managed to consistently meet the organization’s quality and delivery
standards.
i. Set goals + Recruit right
When setting goals, it is important that they align with your company culture and what your
employees can realistically do.
While setting the right goals is extremely important, you also want to ensure you have the right
people on your team. Make sure you put the right employees on the right tasks.
ii. Set a structure + Provide support
In order to create a hybrid work environment in which employees feel comfortable, it is
important to keep an open dialogue.
outline a structure of communication where junior employees first seek advice from more senior
employees before they come to you and provide the necessary collaboration tools to build these
relationships.
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16. iii. Communicate your plan + Coach and challenge
Once you have set a structure, it is time to communicate your plan of action. Ensure each
employee has a clear idea of what is expected of them.
iv. Monitor & evaluate + make joint decisions
Monitor and evaluate how you are performing compared to expected progress. Once you have an
idea of how you, your team and each person individually are doing, you can involve them in
decision-making processes. This provides a sense of ownership over the targets and can be a
great source of motivation.
v. Hold accountable + Empower, engage, listen
When you constantly monitor and evaluate performance as per the previous step, you can hold
your team accountable. If certain employees constantly underperform, this should indicate you
need to take action. Lastly, it is important to empower and engage employees to make the best
decisions and listen to their feedback.
2.3. Coaching and mentoring are used to assist colleagues to deal with customer service issues
Coaching relates primarily to performance improvement (often short-term) in a specific skills
area.
Coach has primary ownership of the process.
Coaching focus is on meeting very specific objectives within a set period of time.
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17. Coaching is mainly concerned with performance and the development of certain skills.
Mentoring relates primarily to the identification and nurturing of potential for the whole person
Mentoring is an indefinite, relationship-based activity with several specific but wide-ranging
goals. It does not have to be a formal process.
mentor is a facilitator who works with either an individual or a group of people over an extended
time period.
Both mentoring and coaching take place independently of line managers.
What coaching and mentoring can and cannot do
Coaching can:
 provide individuals and teams with opportunities for gaining new skills, and personal
development.
 offer learning opportunities geared to individual needs.
 encourage a positive attitude to learning.
 provide flexibility in the learning process.
Coaching cannot:
 effect change unless clear, measurable goals are set in advance.
Mentoring can
 Increase individual and team commitment to an organization and its goals.
 help improve communication within the organization.
 allow individuals to gain a greater insight into the organization’s workings.
 improve levels of professional success.
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18. Mentoring cannot:
 succeed unless clear objectives are agreed in advance.
 succeed unless there is an agreed plan of action.
 act as a replacement for conventional training.
2.4. Customer service is monitored in the workplace to ensure standards are met in accordance
with enterprise policies and procedures.
Monitoring can be achieved partly through ongoing feedback from customers, but should also
involve the input of service delivery staff.
They should have the opportunity to make observations and suggestions based on their
experience of implementing the standards. Feedback can be formal or informal, verbal or
written.
ASSIGNMENT-2-
Instruction to submitted the assignments
 This assignment is an individual assignment.
 Please submit your assignment before 24 hours on telegram.
 The assignment can be prepared by Microsoft office PowerPoint
 The assignment does not copy-paste from your friends otherwise your values are zero
1. list down and defined each of them the Steps for developing Customer Service
standards?
2. Defined in detail the terms of service standard?
3. Write in detail Staff performance is managed to consistently meet the organization’s
quality and delivery standards.
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19. LEARNING OUT COME THREE
Steps for developing Customer Service standards?
step 1: Define your service sequences
Viewing your business as a series of separate but connected interactions can help you
define and understand service sequences.
Service sequences are to your business what chapters are to a book. They’re a way of
conveniently subdividing the aspects of your service so you can discover specific customer
encounters that require standards.
Step 2: Map out the steps
After you break your business services up into various chapters, choose one area that needs
improvement (as indicated by customer feedback). You need to map out the major steps
that make up that particular customer encounter chronologically (like the paragraphs within
a chapter).
Step 3: Determine your experience enhancers
For each individual step of your service sequences, ask yourself: What general service
qualities will enhance the customer’s experience of doing business with our company
during this step.
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20. As your guest approaches the front desk in the first step of the check-in sequence, your
actions are critical, because they make an immediate first impression on the guest. Two of
the most important general service qualities at this point are being friendly and attentive to
the guest.
Make sure you carry out this same procedure for each step of each service sequence you
want to improve until you determine the key experience-enhancing qualities for each step.
Step 4: Convert your experience enhancers into standards
After discovering how you can enhance the quality of service in a given sequence, you can
then rewrite the step-by-step interaction by converting your general service qualities into
the three types of service standards: personal, product, and procedural.
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