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================================== YOUR PROJECT COMPANY MARKETING ORIENTED ACTIVITIES TO SATISFY CUSTOMER ================================================== =========== YOUR COMPANY one construction

machinery manufacturer. =================================== FIRST STEP, STUDY -what are the products the company makes. -how the company markets the products. -how the company services the market. THIS WILL HELP YOU KNOW WHAT THE COMPANY DOES NOW. ========================================== SECOND STEP, SUCH companies manufacturing such large machineries usually sells the products to the machinery rental/leasing cos. who lease the equipments to the construction cos. ============================================ THIRD STEP, -you should identify the rental /leasing cos. who are using these equipments and conduct a customer satisfaction survey. THIS INFORMATION WILL GIVE YOU THE CUSTOMER PERSPECTIVE OF -what is being done now. -what do they need more or different. ==================================== THE AREAS , YOU CAN CONSIDER ARE -pre sales -prospecting -presentation -sales -transaction -pre delivery technical training -after sales technical training -SERVICE BACKUP -parts supply -technical trouble shooting. -marketing support for the rental / leasing cos. -promotional support for the rental/leasing cos. -special pricing terms -technical support -field support for the rental / leasing cos.

====================================== OUTLINE OF A PROJECT REPORT. 1.INTRODUCTION. -a case statement and proposal summary; 2.OBJECTIVES -Program Goals and Objectives - a succinct description of the proposed project/program's outcome and accomplishments in measurable terms, and how it matches the COMPANY's interests; 3.PROBLEM STATEMENT -Problem statement (management problem and research questions). 4.NEEDS ASSESSMENT - a concise demonstration of the specific situation, opportunity, problem, issue, need, and your proposal addresses. 5.METHODOLOGY - a rational, direct, chronological description of the proposed project and the process used to achieve the outcome and accomplishments; 6. EXPLORATORY STUDY -using review of the literature and experience survey. -Synthesis of preliminary findings in the form of a conceptual model. Adjustment of research questions and formulation of hypotheses. -Operationalisation of variables and design of a survey questionnaire. -Collecting data. 7.PRACTICAL STUDY -organization visits, with the help a questionnaire. 8.DEVELOPMENT OF FINDINGS -Formulation of conclusions. -Development of recommendation. 9.WRITITNG RESEARCH REPORT. -Writing a research report. -Appendices - additional attachments required . 10.PRESENTATION. -Presentation and critical discussion of the REPORT. ################################################## ######## I THINK YOU CAN DO -customer service/ customer satisfaction survey *at the corporate level. *at the customers level

I HAVE PROVIDED SOME SAMPLE QUESTIONS PLUS SOME ADDITIONAL ELEMENTS, YOU MAY WANT TO CONSIDER. ================================================== ==== Customer Survey On a scale of 1(unacceptable) to 10 (outstanding), please rate our performance in the following nine areas by circling the number that best defines how well we performed. Please feel free to provide specific comments for each statement. If there is an area we did not cover below, please feel free to add them at the bottom of the survey form. 1. How would you rate the overall quality of service provided by the ...................? [out of 10] Comments:____________________________________________________________ 2. How would you rate the convenience of the service? [out of 10] Comments:___________________________________________________ 3. How would you rate the promptness of service provided? [out of 10] Comments:___________________________________________________ 4. How would you rate the accessibility of the .................... staff? Comments:____________________________________________________ 5. How would you rate the solutions you received from the ................... staff? Comments:_____________________________________________________________ 6. How would you rate the written materials received from the ................... (Were they easy to read and helpful? i.e., instructions, guidelines, forms). Comments: ____________________________________________________________ 7. Were ................. staff attentive and helpful relative to your comments and concerns? Comments: ___________________________________________________

8. Did the staff display professionalism & courtesy? Comments:____________________________________________________________ 9. Are the staff knowledgeable? Comments:___________________________________________________ Please let us know about experiences and incidents with ............... (i.e., staff, equipment, connectivity, customer service) that impressed or disappointed you. We highly value your comments and suggestions about areas of improvement ================================================== ===== Customer Expectation / Satisfaction Survey 1. Considering all of the expectations you may have had about the service(s), to what extent have the service(s) met your expectations fell short of expectation / exceeded expectations /don't know comments_______________________________________________ 2. Considering the ideal service(s) for employers in your circumstances, how well do you think the services(s) you received compare with ideal services? far from ideal / very close to ideal / don't know comments_________________________________________________ 3. What degree of confidence did you have in the knowledge/professionalism of the staff member(s) who provided the service(s)? not confident / confident / don't know ggcomments______________________________________________________ 4. How courteous, attentive, and caring was/were the staff member(s) who provided the services(s)? not at all / very / don't know comments _________________________________________________ 5. Considering the nature of the assistance provided, how timely was/were the service(s)? not at all timely/very timely/ don't know comments__________________________________________________ 6. How responsive to your needs was/were the staff member(s) who provided the service(s)? not responsive / very responsive / don't know comments____________________________________________________ 7. Should the need arise, would you use this/these service(s) again?

definitely not / most definitely/ don't know comments_______________________________________ 8. How could staff have served you better? comments__________________________________________________

9. (Optional) If you are not satisfied with the service(s) provided and wish to discuss your concerns. comments________________________________________________ ================================================ Dimension Question Structure: Though dimension questions can be structured in a number of ways, it is best to use one question structure as much as possible throughout your survey. Examples of question structures: How satisfied are you with ___________? (Very satisfied, satisfied, Neutral, Dissatisfied, Very dissatisfied) Please rate __________ customer service. (Excellent, Good, Average, Fair, Poor) ABC provides good customer service. (Strongly agree, Agree, Neutral, Disagree, Strongly Disagree) How often does ABC's customer service exceed expectations? (Very frequently, Frequently, Not Sure, Infrequently, Very Infrequently) To what extent does ABC's customer service exceed expectations? (To very great extent, To great extent, To some extent, To little extent, To very little extent) Some additional general customer service satisfaction dimensions and factors: Overall customer service Helpfulness Friendliness Support staff that solves problems quickly Provides poor support Very talented professionals All the necessary resources to service you A very valuable service resource Competent Unprofessional People that are easy to deal with I receive the support I need from my ABC field engineer to resolve any service problems Ethical Dishonest Support staff which gives you a hard time

Staff which is interested in your comments and suggestions Phone calls returned quickly People answering the phone are polite People on the answering the phone are cheerful Knowledgeable operators Listening to the customer Attentive to customer complaints Close to its customers Unwilling to go the extra mile for its customers Ignores customer suggestions Impossible to get satisfaction unless you go to the top In tune with the needs of its clients Prompt in dealing with customer complaints Efficient Easy to get information on the phone Poor customer phone support People who answer the phone have clear, easy to hear voices It takes a long time to reach the right person on the phone You are often put on hold for a long time Telephone support personnel who do not seem to have time for you Attention to detail Helpfulness Available support offerings fit your needs Phone support quality overall Ease of gaining access to support Time to reach technical personnel Effectiveness of answers/workarounds Access to technical support ###############################################