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Running head: CONSUMER SERVICE PLAN 1

Consumer Service Plan

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CONSUMER SERVICE PLAN 2

What is an exceptional customer experience? Explain how you as an Emerging Leader

will you define an exceptional customer experience for your organisational customers.

Excellent customer experience in my recollection is an act done by the seller to the

buyer, and in this action the consumer's needs are satisfied. Therefore, exceptional experience

lies in the ability of a good or a service to satisfy the intended need and want of the user. It is

important to remember in this modern era there is competition and despite an institution

delivering what the client wants there might be some factors that may make up exceptional.

Consumers today want faster service, they want to spend the least time to buy what they want

and need (Farah, 2017). It is important for any business today to mind how much time they

spend to deliver or offer an individual service. Furthermore, consumers today require decent

prices for the goods and services they buy. The client will always go where they can pay less,

and if the organisation can manage to achieve this without hurting the profits, therefore, that a

form of exceptional customer service.

As a leader, I know the importance that customer service has on the bottom line of the

company. Good customer experience has the effect of creating and retaining new consumers;

this not only increases the sales but also creates more profit for the organisation. Customer

service acts as a differential profit margin scheme where it increases sales through treating

the consumer well. In my capacity, as a leader, I would ensure my customers receive the best

service at the least possible time they would have to spare (Berridge, 2016). Saving time for

consumers would ensure that they come again since they know they won't spend as much

time to get what they want. Furthermore, I would improve my inventory and stock to ensure I

receive the best at the lowest amount of money; it would ensure that the organisation can cut

back on costs transferred to the consumer.

CONSUMER SERVICE PLAN 3

What steps should team members take to create an exceptional customer experience?

Explain how you as an Emerging Leader will develop your team members to implement

these steps.

I would take the following measures to ensure that I manage to create an exceptional

customer experience. I would start by surveying of the current consumers of my product or

service. Through this exercise I will manage to get information from clients concerning the

service I offer, the time I spend with the clients, their experience, what I could do better and

what services can improve delivery. The next step I would analyse the current operations of

the business and aim to see what the consumer sees when they walk into our premise of work

(Jamison, 2012). Assessing the workstation and the suggestion will enable the manager to

create a good mental picture that displays the best characteristics of what the client wants.

The next step I would follow is to build a list through which I would measure what has been

proposed most by the clients. It would be essential to know what they want most and start by

having that first. The fifth step I would take is to implement the chosen consumer choices

into every aspect of the organisational culture.

To ensure that the customer's needs and wants are satisfied, I would create a business

relationship model that would be installed into the organisational culture. The model regards

consistency as the primal factor that ensures exceptional user service. It is important to offer

excellent and quality service every time an organisation has the opportunity to do it.

Furthermore, the quality of duty should be carried out among all the consumers despite what

they buy. I would ensure that the organisation supplies the best quality products through

caring to details and motivational techniques (Jamison, 2012). The workforce should be

skilful enough to make sure that they can meet consumer expectations. I would enrol my

team in numerous training conferences to ensure that they grasp the essence of good customer

CONSUMER SERVICE PLAN 4

experience. I would edge the organisational culture on innovation and growth this would

ensure that the enterprise continuously improves.

What metrics will you use to measure the effectiveness of a corporate exceptional

customer experience program? Explain how you as an Emerging Leader will use these

outcomes to sustain and maintain an organisational excellent customer experience

program.

An excellent customer performance metric ensures that it covers many of the factors

that are considered by the institution and has the power to make sure that it collects the right

information and in the correct manner. A good measure offers both visual and on paper

performances of how well the organisation is performing or how poorly. I would centre my

metrics on consumer experience since it will ensure that I know if users are satisfied with the

quality of the product they buy or service they get (Klubeck, 2017). I take random tests to

ensure that the organisation knows the trend through which consumer experience is growing

and in this way, I would be able to initiate those practices that are essential to the clients.

The second metrics I would use in the organisation is problem-solving mechanisms. It

is important to measure the organisational ability to solve consumer difficulties. And, if the

enterprise manages to control many of this it would reflect on the institution's bottom line.

The third metric I would use is the call channel response; this is the amount of time that is

taken to answer consumer queries. The more active the customer care unit is, the better the

sales of the organisation in play (Warren, 2010). I would use these performance metrics to

create sustainability through the addition of consumer intended needs. It would ensure that I

am up to date with the best trends and increase the ability of the organisation to attract clients.

CONSUMER SERVICE PLAN 5

References

Berridge, E. (2016). Customer-obsessed: a whole company approach to delivering

exceptional customer experiences. Hoboken, New Jersey: Wiley.

Farah, B. (2017). The magic wand: creating exceptional customer experience: a leadership

fable. New York: Baron Books.

Klubeck, M. (2017). Success metrics: a multidimensional framework for measuring

organisational success. New York: Springer Science and Business Media Apress.

Warren, T. (2010). Bull's-eye!: the ultimate how-to marketing & sales guide for CPAs. New

York: American Institute of Certified Public Accountants, Inc.

Jamison, T. (2012). The leadership book of numbers. Short tips for the leader on the go to

help you grow the business, develop your professional life, and lead others more

effectively. Bloomington, IN AuthorHouse.

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