Customer Service and Research Skills

REPORT Directions: Conduct research on two (2) specific customer ‘problems’ that your chosen profession or company may provide solutions for e.g.: tax advice, systems networking support or the development of plans for a new construction project. Using Microsoft Word, answer each question below. In this task, you are to take the position of a person working in the field of your profession ICT BUSINESS SYSTEM ANALYST Ensure you include answers to the questions below in a report format using the style guide provided below. * DO NOT INCLUDE general statements. The responses you provide for each question must relate to the customer problems you have chosen to include in your report. Be really specific about what your customer groups, needs, wants and expectations are and how you might manage them. Please include any assumptions that you may make about your customer group and their needs. You may use a real life example if you like but please change the names of the people and companies concerned so as to protect their privacy. Once you have completed the report, upload it into Moodle for marking. Please use complete sentences: checking grammar, punctuation and spelling. 1. Clearly define your research objectives for this project 2. Who are your industry’s customers? Provide two (2) examples. Describe your customers including age, demographics and geographic location and explain what kind of services would they be looking for from you or your organisation (be specific)? How would you find out their customer needs & provide them with a product or service that meets these needs? (Show research methods used, questions asked, discussions, meetings etc. that you may have to have) 3. Do research to identify and describe in detail two specific customer ‘problems’ that your chosen profession or company may provide solutions for e.g.: tax advice, systems networking support or the development of plans for a new construction project ensuring you address the following questions for both types of problems a. How would you understand the customer’s specific needs in this area? b. What methods you used to meet and solve the customer’s needs? c. What services would you offer them and why? d. What services wouldn’t you offer them and why? e. Explain relevant consumer rights/responsibilities legislation and organisational customer service standards that you may need to make your customer aware of and how this would affect the way you provide information to the customer. E.G Product Disclosure Statements, building codes, privacy legislation, WHS etc. f. Explain how you would use your professional knowledge to help the customer make the best choice. Would you offer them more than one option? Describe those options. g. What information would you use and how would you get this information to determine what would be the best option (s) for your customer? h. What assumptions have you made in your research and why? i. What conclusions did you come to as to the best course of action? Justify your answer with evidence-backed research. 4. Which research methods did you use for your customer research problem? How do you know that these are accurate and reliable? Where did you get this data? Please cite your resource sources in your report. 5. How would you utilise Boolean operators to conduct your research online? 6. What if your customer was unhappy with the restrictions placed on them by legislation etc.? How would you deal with this? e.g. negotiate possible solutions with the customer. 7. What steps would you take if part of the problem was outside your area of expertise or if part of the problem was outside the focus of the company; and to ensure you retain the customer and their future business. 8. What would happen if your customer wanted a problem fixed that was outside of YOUR area of expertise AND outside of the organisation’s expertise? a) List the steps and actions you would take and justify why you might refer your customer to a competitor. Include your organisation’s guidelines in this instance and two (2) ways that you may keep this customer as a potential future customer. b) How would you record this information for future reference? 9. What would you do to ensure that the information you provided is up to date and accurate, reliable and valid? STYLE GUIDE Structure of reports should be flexible but generally follow: • Title • Introduction • Body • Conclusion/Recommendations • Appendices • References Introduction should do the following: • present an overview of the subject matter • describe the research methods • identify the findings (can use bullet points) • list recommendations (can use bullet points) • use language appropriate to audience and purpose. Body text Body text should be ordered into clear sections with sub-sections if required. Text should contain analysis of findings and should be written using paragraphs. Language uses plain English as follows: • active verbs • present tense • accurate language with any jargon explained • formal English tone • no contractions General presentation • use consistent format including fonts and styles • use font size 10-12 for body text • use 1.5 spacing • one line between paragraphs • justify text • use same font style for all headings • use section headings • your name and date in footer • include page numbers • use correct citation for all references used.