Customer service

Research and outline the major
telecommunication needs of the following 4 customer profiles. (Use: Who
What When Why and How to establish and explain the service needs of each
group)
a. Family of 4, both adults are working full time, two teenage children
all have smart phones and a laptop.
b. Young couple both working full time, both have smart phones and
workplace provided lap tops.
c. Self-supporting University student -studying full time and working
part-time 20hrs a week. Living in shared accommodation has a
smart phone and a small lap top.
d. A self-funded retired grandparent living on their own, they have a
desktop computer and a smart phone.

1. Research actual communication plans that will typically match the needs of
   each of the 4 profiles you researched in question 1. (Ensure that you include
   the links for all the plans in your document)
   Effective communication
2. Create an Excel document that your staff could use to identify customer
   needs and match them with the products and service on offer (using the
   research you identified in questions 1) and 2)
   Theory questions
   Regular communication
3. Explain three effective communication methods a telecommunications
   provider could implement to stay in touch with their customers. (Remember
   you have thousands of customers).
4. Explain 2 communication methods that could be used to help customers
   articulate their specific service needs.
5. Explain how you would help customers evaluate the options that are
   available to them.
6. Explain an additional service that is offered by a telephone company.
7. Explain how the service you have identified in question 7 could contribute to
   maintaining and improving the telco’s networking abilities and improve their
   ability to meet their customer’s needs.
8. Give the definition of the term “Informed consent”.
9. Using the above definition, provide an example of when informed consent is
   required.
10. Explain 2 procedures and 2 standards (use a measurement structure) an
    organisation may use to establish and maintain customer service
    relationships

Sample Solution