Formative Assessment 5

Individual activities

Refer to your individual case studies and report the problem as per the procedures in the organisation

Exercise 1

1. Why do you think cooperation is important?

2. What do you think are the advantages of good communication?

Exercise 2

Individually, identify internal suppliers for:

1. Purchasing
2. Production

3. Stores

4. Despatch

5. Sales

6. Administration

7. Finance department

8. Who are your external suppliers?  Also state what they supply.  Don’t forget about telephone, electricity, etc.

9. What can you do to improve relationships with other departments in your organisation?

10. What can you do to improve relationships with external suppliers?

I offer my customers options and alternatives so they may make a wise decision

I do things for my customers, even when it’s not my job.                                                                                                                                                                                                                                                                                                                       

I do things for my customers, even when it’s not my job.

I accept personal responsibility for solving a customer’s problem.

I routinely follow up with several of my customers each week to see if they are happy with our product and services

I learn my customer’s name whenever possible, use their name at least once in a conversation, and remember their names.

I work at noticing something special about each person or listening for personal information he or she might

I’m willing to give up personal time (breaks, lunchtime, at the end of my day, weekends) when the customer needs it

I often do something extra to surprise and please my customer (exceed expectations).

I take a sincere personal interest in my customer, and their families.

I take a sincere personal interest in my customer, and their families.

I really listen to my customers’ needs and feelings, then I act on what I hear

When either my organization or I make a mistake, I do my very best to fix it.

I often make suggestion of other things we can do to help the customer. If my organization/division or I can’t solve the customer’s problem, I’ll recommend another resource.

I trust my customers and always assume that their intentions are honest.

I always express my thanks and appreciation for choosing our organization/division when help a customer.

I always treat the customer with respect, even if we disagree.

I empathize with the customer’s concerns, even if t don’t agree with them. I use listening  skills to acknowledge his or her feelings and show the customer that I care

Even when the customers aren’t there. I do what’s best for them-not what’s easiest or fastest for me.