Customer Service Strategy

Customer Service Strategy



Customer Service Strategy

Q.1. a) Who are your customers?

Answer

The purpose of this study is to design customer service strategy in the field of education. We have focused the education industry and our customers would be parents (Solomon, 2010). The organization has to identify the markets that would have the most stakes in the mission. Keep in mind that an educational organization can have several types of customers, all with different types of stakes and interests in the same mission. This work will show us the emphasis on the proficiency based education management and how do we implement it. This research shows how a group of program designers can create an enterprising new way to do competency-based management education.

When developing strategic marketing plans for education, the organization should consider the primary target markets and look at each of those individually. Consider the strategic positioning with each group by identifying its values, providing a call to action, and developing a marketing mix for each target market. Look at secondary segments that contribute to the organization but require less weight for targeting and marketing.

Internal Customers

Often, the internal customer is overlooked in the customer service strategy, but his or her interest and involvement in the organization has tremendous impact on the fulfillment of its mission. The board of directors has a customer interest in the organization because they are the ones ultimately responsible for moving the mission forward, even more so than the executive director. The board members choose whether or not to serve the organization in this role, exchanging their time and finances, assuming legal risk for the organization, and so on all in an attempt to serve the group and its other constituents. The organization's staff, from the executive director down to staff and volunteers, can also be considered customers (Turban, 2002).

External Customers

This group consists of individuals and entities that support the organization financially, educational organizations can receive monetary assistance from government grants to conduct work that the government would otherwise have to provide itself but does not because it is less expensive to outsource the work to the organization. Foundations, similarly, support various nonprofits that have missions and goals that closely align with their values (Csikszentmihalyi, 2000).

Service Clients

Many people automatically know this group as the primary customer as they are the ones receiving the services of the organization. Typically, this is the group that the mission statement identifies (Turban, 2002). This group, while primary, can most times be broken down into segments that need to be communicated to in different ways and/or be engaged differently from one another (Csikszentmihalyi, 2000). For example, a high school may well consider its primary customer to be its regularly attending session, with secondary customers being visitors. While the overall mission may be to teach to its members (Anderson, 2006), it will have to do it in various ways that accommodate each segment of its overall population to be effective in carrying out the ...