Customer Services and Organisational Performance Example

Customer Services and Organisational Success

[1]

[2]

1. 1

A brief qualifications/overview within the Revenue

The Income is a huge organisation which runs throughout the country and administers all taxes collected from the state. It works alongside other point out agencies to guard against illegitimate importation and exportation of

drugs

alcohol

cigarettes

food

motor vehicles

live stock

There is not a competitiveness with other businesses as this company is the only person of its kind.

1. 2

Target market (customer type), how it matches basic and individuals needs

There is not any customer type as The Earnings handles every individual tax payer. The mark market is

collecting from a duty payer who have outstanding taxes

dealing with queries from the duty payer

refunds on fees and layout of obligations through other Federal government organisations including the Department of Friendly Welfare

1. 3

How organisation occurs to customer -v- customer's experience

(A)

Advertising

The Revenue

The Customer

Printed leaflets with helpful information.

Can be picked up from local tax office.

Online: easy way to check on and pay fees i. e: PAYE, LPT.

Easy gain access to for setting-up obligations, expenses against taxes, and send a query.

Advertising through radio for deadlines on paying certain fees.

Reminders for reaching deadlines on certain fees which are credited certain times of the year.

(B)

Premises

The Revenue

The Customer

In general, Federal government properties are well taken care of both old and new structures for both staff and the public; all getting together with Health & Protection requirements.

Walking in to a Authorities building is: warm, clean, appropriate lamps, seats in the holding out area, with an electric numbering system for customer's ready time.

(C)

Services

The Revenue

The Customer

Some of the many services offered

Local Property Tax

Motor Vehicle Tax

A customer can either pay online, pay through the postoffice, Direct Debit or go to the local motor duty office. The price will be set for the sort of vehicle or property strap.

(D)

Employees interact with customer, the other person and management

The Revenue

The Customer

The personnel and management: Meetings

Telephone

Email

Telephone

Online

Correspondence

(E)

Employer/management promote themselves: health care/hygiene/dress

All employers and management are presentable, clean, smart/everyday dress and good cleanliness.

1. 4

Potential positive and the potential negative impact of just one 1. 3(A) to at least one 1. 3(E) on consumers and on the business

(A)

Advertising

The Income (Positive/Negative)

Consumer (Positive/Negative)

Advertising is made accessible in several ways for the consumer.

Information made easy and reminders delivered to consumer.

(B)

Premises

The Revenue (Positive/Negative)

Consumer (Positive/Negative)

Well maintained buildings.

Walking into a well-maintained building. Car parking offered for the public.

(C)

Services

The Revenue (Positive/Negative)

Consumer (Positive/Negative)

All services made available to the consumer whether online, post office, or setting-up payment.

Consumer has varies ways of paying their fees.

(D)

Employees interact with customer, one another and management

The Earnings (Positive/Negative)

Consumer (Positive/Negative)

Good communication with consumers and other workers.

When calling it could be frustrating at times when you are dialling a low cost 1890 number which can take up to 40 minutes. The consumer gives all their details to calling operator, then gets transferred to relevant tax team and may have to repeat the same information.

Generally good customer service and always beneficial to the consumer.

(E)

Employer/management promote themselves: attention/hygiene/dress

The Revenue Positive/Negative)

Presentation is good and health is vital as dealing with other colleagues and perhaps working with a consumer face to face.

1. 5

How the company caters for disability and diversity

The Earnings are an equal opportunity company and does not discriminate against

Age

Ethnic race

Religion

Disability

Sexuality

Disability: if a worker has a disability The Income will appeal to the needs of the worker by re-arranging and making a comfortable work space for the kids. There is no restriction around any office for consumer or staff for wheelchair gain access to, disabled toilets, lift and disabled auto parking is obtainable.

Disabled Auto parking and Impaired Toilets

[3]

[4]

2. 1

A brief qualifications/overview on The Abbey Medical Centre

The Abbey Medical Centre is a purpose built medical centre which openend in 2009 2009. It is located in Ennis on the Westgate Business Recreation area. There is plenty of parking for patients. Rochfords Pharmacy is positioned in the same building which is convenient for an individual, as they can walk directly into drop-off or pick-up a prescription. [5]

The practice includes

3 Doctors

3 Nurses

5 Clerical staff

1 Office Manager

2. 2

Target market (customer type), how it fits basic and human being needs

The Abbey Medical Centre offers a medical service to its patients' both private and Medical Card holders in the Ennis area as well as 10 kilometres radius from the town centre.

2. 3

How organisation presents itself to customer -v- customer's experience

(A)

Advertising

The Abbey Medical Centre

The Patient

Leaflets available

(see Appendix A)

Patients can choose them up in the practice.

Webpage: online information from medical instruction; emergency numbers, practical advice.

User-friendly webpage packed with information for the patient with contact labels and numbers in an emergency, medical guidance and advice.

(B)

Premises

The Abbey Medical Centre

The Patient

It is a purpose built building. Brand new fixtures and fixtures. It is clean, tidy and patient friendly.

Patient and can walk into a clean and tidy practice. The patients' hanging around area has plenty of seats, warm and comfortable with music playing in the background and a few magazines to read while waiting.

(C)

Services

The Abbey Medical Centre

The Patient

Some of the assistance distributed around the patients are: vaccinations; family planning; well women / man health verification; ECG-24 hour; lung function screening; family practice; and dermatology.

Patient can make a scheduled appointment and avail for these services without having to make an additional appointment with a healthcare facility or an unbiased consultant.

(D)

Employees connect to patient, each other and management

Abby Medical Centre

The Patient

Very helpful, friendly, with a professional manner and empathy using their patients and other workers. When you call and make a scheduled appointment they will try to fit the patient in the first available session. If it's an emergency, they will see the patient that day.

Patient feels reassured and paid attention to. Feels a nice clean, warm environment with a caring aspect and help using their needs.

(E)

Employer/management promote themselves: care and attention/hygiene/dress

Presentation is good and personal health is vital as dealing with other acquaintances and working with patients every day.

2. 4

Potential positive and the negative impact of just one 1. 3(A) to at least one 1. 3(E) on consumers and on the business

(A)

Advertising

The Abbey Medical Centre (Positive/Negative)

Patient (Positive/Negative)

Advertising is manufactured accessible in various ways for the individual.

Information is accessible at all times.

(B)

Premises

The Abbey Medical Centre (Positive/Negative)

Patient (Positive/Negative)

Well retained building.

Walking into a well-maintained building. Auto parking offered and on-site pharmacy.

(C)

Services

The Abbey Medical Centre (Positive/Negative)

Patient (Positive/Negative)

All services which can be found at the practice are for sale to the patient.

Services designed for the patient's needs.

(D)

Employees interact with customer, one another and management

The Abbey Medical Centre (Positive/Negative)

Patient (Positive/Negative)

Respectful and good communication with both patients and other staff members.

Generally good customer service and always helpful.

2. 5

How the organisation caters for impairment and diversity

The Abbey Medical Centre are the same opportunity company and does not discriminate against

Age

Ethnic race

Religion

Disability

Sexuality

There is gain access to for a disabled person going into the building and in the practice itself. There exists wheelchair access, impaired toilets, lift and disabled parking available.

[1] https://www. linkedin. com/pulse/customer-service-vs-care-sales-advocate-profit-enhancer Amanda Mulcahy 24 February 2017

[2] http://www. abbeymedicalennis. ie Amanda Mulcahy 2 March 2017

[3] https://www. vantagemobility. com/blog/types-of-disabled-parking-spaces Amanda Mulcahy 24 February 2017

[4] http://customisedsigns. co. uk/index. php?main_page=product_info&cPath=157&products_id=2059

Amanda Mulcahy 24 February 2017

[5] http://www. abbeymedicalennis. ie Amanda Mulcahy 23 February 2017

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