Customer Service Questions Help Pleasee

[debs2die4]

Please help im doing a NVQ level 2 in customer services and i need help

Question i need help with are
1. give at least two examples of when customer service may be limited by organisational goals


2. Describe the steps you would need to take to gain approval if you wanted to change customer service procedures or practices affected by legislation

[FlickStar]

In relation to question 1 - if working in a call centre, and your organisational goals are based on dealing with as many calls as possible, you may have a time limit on calls or your after call work (making notes/follow up actions) or how many calls you make ; therefore the customer may be rushed off the phone and not get the best customer experience

[Maydup]

1. Another example for number 1, might be found in a hotel. Its a budget hotel and the prices are low, so that means no frills. Rather than have facilities in each room they keep costs down and leave a limited supply at reception. Unfortunately, although everyone is smiley and friendly, they couldn't get me an iron and ironing board or an extra pillow because they had given them all out.

2. Difficult one....have you been given any guidence?
You would of course have to understand the legeslation, so that would be the first step. You would probably put together a proposal or presentation for your senior staff and express how the legeslation affected the practice and how your suggestion would address it.

I wish i could think of an example. Food sell by dates? Data protection? Health and hygiene laws? Do you have any ideas yourself?