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Assignment格式-了解客户需求和期望的重要性。本文是一篇标准的国外大学assignment格式范文，从写作格式到逻辑安排均符合要求，本篇assignment范文的主要内容是讲述客户的期望、需求和满意度密切相关。如果客户希望从公司得到一些东西，但没有得到他们想要的东西，那么他们可能会感到不满意，这会给他们留下组织的负面印象。如果他们从一开始就期望值较低，并从组织获得了出色的服务，他们可能会感到越来越满意。如果客户希望组织提供特定的服务，并期望服务达到一定水平，并且组织实现了这一点，那么他们将对组织感到满意和高兴，并且他们遵守了品牌承诺。如果客户希望购买产品，而品牌承诺表示产品将在3个工作日内交付，并且产品提前到达，这意味着随着产品在时间范围内提前到达，客户将对提供的服务越来越满意。另一方面，消极的一面是，如果客户期望在3天内交付产品，这是客户在组织网站上所说的期望，并且直到一周后才到达，客户最终会对服务感到不满意和不满意，从而对组织产生负面印象，这可能导致声誉受损，收入进一步减少。下面就一起参考这篇assignment范格式文的全部内容。 
1.1 Explain the relationship between customers’ needs and expectations and customer satisfaction 解释客户需求和期望与客户满意度之间的关系
A Customer’s expectations, needs and satisfaction work hand in hand. A customer may feel unsatisfied if they want something from a company but don’t get what they expect leaving them with a negative impression of the organisation. They may feel increasingly satisfied if they have low expectations from the start and get an excellent service from the organisation. If the customer wants a particular service from the organisation and expects the service to be at a certain level and the organisation achieves that then they will leave satisfied and happy with the organisation and that they have abided to the brand promise. An example of this is if a customer wishes to purchase a product and the brand promise says that it will be delivered within 3 working days and the product arrives early this would mean the customer would be increasingly satisfied with the service provided as the product arrived within the time scale and earlier than expected. On the other hand the negative side to this is if the customer expects a delivery of a product to come within 3 days which is the expectation the customer has as it states on the organisations website and it doesn’t arrive until a week later the customer would ultimately feel unsatisfied and unhappy with the service resulting in a negative impression of the organisation which could lead to reputational damage and further reduction in revenue.
1.2 Describe the features and benefits of an organisation’s products and/or service 描述组织产品和/或服务的特点和优势
The feature of a product is what is physically looks like and what it can do. for example a feature of a telephone is that it has a voicemail feature in which you can access your voicemails another ‘feature’ of a telephone is that there is a button where all calls are logged in order for you to see who had called you during the day. A benefit would be how the product helps the individual. So for example the benefits of these features is that A. the voicemail button’s benefit is it allows you to access your voicemails and listen to them and take messages B. the call log button benefit is it allows you to identify and retrieve the callers name (sometimes) and phone number in case you need to call them back along with this the call log button benefit also allows you to view any missed calls so you can retrieve the number and call the caller back. Feature and benefits of a service and product are similar but are defined differently.
产品的特点是外观和功能。例如，电话的一个功能是，它有一个语音邮件功能，您可以在其中访问语音邮件。电话的另一个“功能”是，有一个按钮，记录所有通话，以便您查看谁在白天给您打过电话。一个好处是产品如何帮助个人。例如，这些功能的好处是A。语音邮件按钮的好处是它允许您访问语音邮件，收听语音邮件并记录信息B。通话记录按钮的好处是它允许您识别和检索呼叫者的姓名（有时）和电话号码，以防您需要同时回拨呼叫者。通话记录按钮的好处还允许您查看任何未接来电，以便您可以检索号码并回拨来电者。服务和产品的特征和优点相似，但定义不同。
1.3 Explain the importance of treating customers as individuals 解释将客户视为个人的重要性
When a customer calls an organisation to sort out a problem or use their services they want to feel valued and cared for leaving them with a positive impression. It is important for organisations to put customers first and treat them as an individual ensuring their customer service experience is at a high standard. By treating each customer as a individual strengthens the rapport between the organisation and customer as they feel that the service given is bespoke to them making them feel respected and appreciative of how they are being treated as an individual. If a product or service was to be presented to a customer the customer needs to understand how the product and service will affect them as individuals. Different customers have different needs so organisations need to be able to cater those and treat each customer as an individual helping them with their queries or services.
当客户打电话给组织解决问题或使用其服务时，他们希望感受到价值和关怀，给他们留下积极的印象。重要的是，组织应将客户放在首位，并将其视为个人，确保其客户服务体验达到高标准。通过将每位客户视为个人，加强了组织与客户之间的融洽关系，因为他们觉得所提供的服务是为他们量身定制的，使他们感到受到尊重，并对他们作为个人所受到的待遇表示赞赏。如果要向客户展示产品或服务，客户需要了解产品和服务对他们个人的影响。不同的客户有不同的需求，因此组织需要能够满足这些需求，并将每个客户视为一个个体，帮助他们解决问题或提供服务。 1.4 Explain the importance of balancing promises made to customers with the needs of an organisation 解释平衡对客户的承诺与组织需求的重要性
Balancing promises made to customers depends on who the customer is and what the situation is. For example if the customer is a potential stakeholder it is important for the business to implement promises in order to secure the stakeholder but these promises need to be balanced in the sense that they are achievable and manageable promises that the organisation will be able to fulfil. Another example of balancing promises to customers is staff should believe in the organisations products and services that they offer when a customer doubts that they should be able to promise that the quality of the product and service is high. All staff within the organisation must be aware and understand the promises the organisation makes to customers for example specific delivery dates , promotional offers , discounts and so on. In order to balance certain promises to customers everyone should be able to work together to fulfil these promises and create a successful delivery of service. By being able to balance the promises made to customers the organisation is able to create a rapport between the customer making the customer feel a sense of belonging and cohesion. Companies that hold and successfully deliver their promises are able to stand out from competitors and able to attract more potential buyers as well as keeping loyal customers as they feel trustworthy knowing that the company will fulfil the promise again.
平衡对客户的承诺取决于客户是谁以及情况如何。例如，如果客户是潜在的利益相关者，那么企业必须履行承诺，以确保利益相关者的安全，但这些承诺需要平衡，因为它们是组织能够实现的可实现和可管理的承诺。平衡对客户的承诺的另一个例子是，当客户怀疑他们是否能够承诺产品和服务的质量很高时，员工应该相信他们提供的组织产品和服务。组织内的所有员工都必须知道并理解组织向客户作出的承诺，例如具体交付日期、促销优惠、折扣等。为了平衡对客户的某些承诺，每个人都应该能够共同努力实现这些承诺，并创造成功的服务交付。通过平衡对客户的承诺，组织能够在客户之间建立融洽关系，让客户感觉到归属感和凝聚力。那些信守并成功履行承诺的公司能够从竞争对手中脱颖而出，能够吸引更多潜在买家，并留住忠诚的客户，因为他们知道公司将再次履行承诺，因此感到值得信赖。
1.5 Explain when and to whom to escalate problems 解释何时以及向谁扩大问题
Customers may escalate problems if they are unhappy with the service or product given. There is usually on the website of an organisation an option to put a complaint in. This is then picked up by a team within the organisation who deal as appropriate. Some organisations have customer service reps who deal with situations where the customer is unhappy. Their priority is to keep the customer happy and solve the problem where the customer is happy with the solution. A problem with a product or service can also be dealt with via a form this form would need to be filled out by the customer detailing what the problem is. the form will then be sent and passed on to the organisation who usually have a set team in place to deal with queries once a member of the team have picked up the form they are able to deal with the problem. Customer may want to escalate a problem to the manager or someone senior within the organisation if they aren’t satisfied with the solution given by a customer service personnel this is usually dealt with differently for each organisation the manager may want someone within their team who have enough experience to deal with the problem to sort it out or some managers may want to deal with it themselves. If it is an IT problem organisations usually have designated IT teams in place which can be contacted through the organisations switchboard or a direct line.
如果客户对提供的服务或产品不满意，他们可能会升级问题。一个组织的网站上通常有一个投诉选项。然后由组织内的一个团队负责处理，并酌情处理。一些组织有客户服务代表，负责处理客户不满意的情况。他们的首要任务是让客户满意，并在客户满意解决方案的情况下解决问题。产品或服务的问题也可以通过表格处理。客户需要填写该表格，详细说明问题所在。然后，表格将被发送并传递给组织，该组织通常有一个固定的团队来处理问题，一旦团队成员拿起表格，他们就能够处理问题。如果客户对客户服务人员提供的解决方案不满意，他们可能希望将问题上报给经理或组织内的高级人员。这通常针对每个组织进行不同的处理。经理可能希望团队中有足够经验来处理问题的人来解决问题，或者一些经理可能希望解决问题他们自己如果是it问题，组织通常会指定it团队，可以通过组织总机或直接电话联系。
1.6 Describe methods of measuring their own effectiveness in the delivery of customer service 描述衡量自身在提供客户服务中有效性的方法
There are many methods of measuring effectiveness when delivering customer service one being customer feedback this can be done through many forms via a form that customers can complete , via telephone after the delivery of customer service , through the post where customers can give their feedback and physically. Customer feedback can then be analysed to measure the effectiveness of the delivery and also be able to identify what is working well in terms of delivery. Another way effectiveness of customer service delivery can be measured is by asking employees to list the top complaints that have kept on being mentioned. Managers / senior staff could take the top three complaints and work on those to try and develop a solution towards minimising / eliminate those complaints and providing a better customer service delivery to customers. Another way to measure effectiveness is by monitoring calls and listening to them trying to create a list of all aspects that could be improved and positive aspects too. Items that should be looked out for are not interrupting the customer when speaking, having general customer service skills e.g. being polite, offering solutions to problems and ending the conversation with appreciation that the customer used the organisations products/services to do business with them.
在提供客户服务时，有许多衡量有效性的方法，其中一种是客户反馈，这可以通过多种形式完成，通过客户可以填写的表格，在提供客户服务后通过电话，通过客户可以提供反馈和实物的岗位。然后可以分析客户反馈，以衡量交付的有效性，并能够确定哪些在交付方面运行良好。另一种衡量客户服务提供有效性的方法是让员工列出不断被提及的最大投诉。经理/高级员工可以接受前三个投诉，并努力解决这些投诉，尝试开发一种解决方案，以尽量减少/消除这些投诉，并为客户提供更好的客户服务。另一种衡量有效性的方法是监控通话并聆听他们，试图创建一个列表，列出可以改进的所有方面以及积极的方面。应注意的事项包括：说话时不要打断客户，具备一般客户服务技能，例如礼貌，提供问题解决方案，以及在结束对话时感谢客户使用组织的产品/服务与他们做生意。
2.1 Explain the importance of a brand to an organisation 解释品牌对组织的重要性
A brand can be formed in many ways and is an important factor for an organisation as it defines the business and makes them identifiable through the branding. Brands come in many forms this could be a name, slogan, logo, label or any other marketing practice that helps the organisation to distinguish from competitors in a positive way. The branding of an organisation creates an overall impression on customers and other parties as it allows them to understand what is to be expected from the organisations in terms of the products they sell or the services they provide. The branding of an organisation can change someone’s impression on the business as it is the face of the company and is generally the most iconic. as it can drive new business opportunities. The importance of it is that it allows the organisation to be recognised and allows other third parties to develop an interest to the business creating more revenue. The branding of an organisation provides motivation and drive for staff as it allows them to identify organisational goals and objectives and gives them a drive to be successful.
品牌可以通过多种方式形成，是组织的一个重要因素，因为它定义了业务，并通过品牌使其可识别。品牌有多种形式，可以是名称、口号、标志、标签或任何其他营销实践，帮助组织以积极的方式区别于竞争对手。组织的品牌塑造给客户和其他各方留下了一个整体印象，因为它使他们能够了解从组织销售的产品或提供的服务方面对组织的期望。组织的品牌可以改变人们对企业的印象，因为它是公司的面孔，通常是最具标志性的。因为它可以带来新的商业机会。it的重要性在于，它允许组织得到认可，并允许其他第三方发展对业务的兴趣，从而创造更多收入。组织的品牌化为员工提供了动力和动力，因为它使他们能够确定组织的目标和目的，并为他们成功提供动力。
2.2 Explain how a brand affects an organisation’s customer service offer 解释品牌如何影响组织的客户服务
A brand is what defines an organisation and emphasises a certain impression that customers take from seeing the brand. The brand helps customers to understand what kind of service they will be getting from the organisation this is why branding is key to any organisation. If the brand promotes a positive impression to customers and meets the high level of service then the organisation will use this to maintain the high standard of customer service. Branding isn’t just the logo it is everything combined to make the organisation what it is for example branding includes the way staff answer phones, the uniform everyone wears, the way the organisations website looks like etc. These attributes all contribute to how staff behave when delivering customer service.
品牌是定义一个组织的要素，它强调客户从看到品牌时获得的某种印象。品牌有助于客户了解他们将从组织获得何种服务这就是为什么品牌对任何组织都至关重要。如果该品牌给客户留下了积极的印象，并满足了高水平的服务，那么该组织将利用这一点来维持高标准的客户服务。品牌不仅仅是标志，它是使组织成为什么样的一切结合在一起。例如，品牌包括员工接听电话的方式、每个人穿的制服、组织网站的外观等。这些属性都有助于员工在提供客户服务时的行为。
2.3 Explain the importance of using customer service language that supports a brand promise 解释使用支持品牌承诺的客户服务语言的重要性
All staff should take into consideration and use customer service language in order to abide to the brands promise. The brands promise should be guidance to staff in order for them to use it when providing a service for customers this is because a brand promise is a promise made by the organisation to the customer to ensure a trustworthy relationship between the organisation and customer. Using customer service language with a customer allows them to take away a positive impression of the organisation as staff have abided to and used their brand promise. An example of a brand promise is the organisation will ensure that all problems/concerns are dealt with in the best way. An example of positive customer service language / question is ‘Are there any other queries you would like to address that I may be able to help you with?’ using this type of language emphasises the organisations brand promise in making sure that problems and concerns are dealt with in the best way as staff are asking the customer if they have any other queries this shows the organisation want to help.
所有员工都应考虑并使用客户服务语言，以遵守品牌承诺。品牌承诺应该是对员工的指导，以便他们在为客户提供服务时使用它。这是因为品牌承诺是组织向客户作出的承诺，以确保组织与客户之间的可信关系。与客户使用客户服务语言可以让他们消除对组织的积极印象，因为员工遵守并使用了他们的品牌承诺。品牌承诺的一个例子是，组织将确保以最佳方式处理所有问题/顾虑。积极的客户服务语言/问题的一个例子是“您还有其他问题需要我帮忙吗？”使用这种语言强调了组织的品牌承诺，即确保以最佳方式处理问题和顾虑，因为员工会询问客户是否有任何其他问题，这表明组织希望提供帮助。
2.4 Identify their own role in ensuring that a brand promise is delivered 确定自己在确保品牌承诺实现方面的角色
In my role when I speak to a customer or a colleague I always ensure that I fulfil the brand promise by communicating professionally and addressing what the customer wants or is querying. I always use customer service language to help me do this for example common phrases would be how can I help you? , Is there anything else I can assist you with? Lastly , ending with ‘Thank you’ leaving the customer with a positive experience. Other ways I ensure the brand promise is by being trustworthy for example if someone calls up to speak to my manager and they are in a meeting I would let the customer know and to tell them that their message will be passed on. And so when my manager comes out of the meeting I ensure that I pass on the message and my manager calls them back.
assignment范文的作者在文末提到“在我的角色中，当我与客户或同事交谈时，我总是通过专业沟通和解决客户的需求或疑问来确保履行品牌承诺。我总是使用客户服务语言来帮助我做到这一点，例如常见的短语是“我能帮你什么？”，还有什么我可以帮你的吗？最后，以“谢谢”结尾，给客户留下积极的体验。我确保品牌承诺的其他方式是值得信赖，例如，如果有人打电话给我的经理，他们正在开会，我会让客户知道，并告诉他们他们的信息会被传递。因此，当我的经理离开会议时，我会确保传达信息，我的经理会给他们回电话。” 本站提供各国各专业assignment写作指导服务，如有需要可咨询本平台。
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