BSBCUS501 Manage Quality Customer Editing Services

Assessment 1

The best customer service strategy for addressing the gap between AET transport mission to provide quality customer service and their informal process of working with customers is developing a good infrastructure for customer delivery. In order to implement the strategy to meet both internal and external customers requirement, the firstly, I will conduct investigation, identification, assessment and all customer needs in the planning process. Secondly, I will ensure there is a well-structured plan for achieving the time, quality and specifications of costs that are agreed with customers. The good infrastructure will improve both internal and external customers customer loyalty and build brand trust. The strategy will also develop customer standards, as the stakeholders will be motivated to enhance good customer delivery because all supportive resources will be available. The customer standards will include understanding cultural diversity in customer delivery and accessibility. The implementation plan of the understanding cultural diversity customer standards follow the process of determining response time, first contact resolution ratio, queuing ratio time and customer awareness ratio, instant service and problem resolution time. Furthermore, good infrastructures will enable the company to implements the latest feedbacks tracking system like auto emails, toll-free calls, social media that are reliable and respond to customer queries at the right time. The strategy will support rollout as availability and accessibility of resources makes the system easier for introducing new products to the company for the first time. The rollout implementation process will include identification of internal and external stakeholders which might be impacted, preparations of the detailed plan including key details and milestones, keeping detailed records and effective communications and using promoters. In addition, the strategy will provide both long term and short terms plans. For monitoring , adjusting and reviewing customer service, the strategy will be a key factor in monitoring progress for achieving service or product standards and targets. The strategy will ensure the long-term plan are effective by developing, procuring and using resources to make sure the services offered are of high quality.

Assessment 2

Outline the process you would follow to investigate the cause of the customer dissatisfaction.

Return work is important to companies as it improves the relationship with the client and is a measure of customer satisfaction. In addition, return work improves the company’s revenue. To investigate the cause of the dissatisfaction of my clients, I would ensure that I assess the situation to understand the complaint and the reasons which led to the dissatisfaction of customers. In addition, I would investigate the services I am reviewing, codes of practice, processes and policies which should have been followed in the delivery of products to my clients. Thereafter, I would weigh the evidence, challenge it, look behind it and do more to know how the driver has gone against the company policies. Furthermore, I would engage the driver to know reasons for the delayed deliveries and make sure that I correct the mistakes. I would then ensure that I put things right with the clients and respond to reassure my clients that the company will be committed to offer professional services.

Identify the possible reasons the driver is not performing to the expected company level, and identify the actions you would take as a result. (5 reasons)

Order forms which are completed incorrectly may lead to a delayed delivery. In addition, packages may have been redirected once the information entered into the system is not confirmed. The driver may also delay deliveries due to customs due to incorrectly filled. Furthermore, difficulties in accessing the property may cause delays. Moreover, weather conditions may also lead to delayed deliveries due to blockage. The company should ensure that the orders are correctly filled, ensure that weather conditions are considered during the dispatch of goods, and that the redirection of packages is avoided.

Support your comments and provide reasons for your recommendations

Delivering goods on time is critical to any business as it strengthens the relationship between the company and the clients. In addition, on-time delivery ensures that the operations of the company continue as planned. For example, production processes don’t stop. Delivering the right quality and quantity of goods ensures that there is an increase in return work.

1. In the space provided, you are to provide a step-by-step process on how to deal with complaints

Listen and Understand

Listening to customer complaints is important as they have raised their concerns about the organization’s services. To ensure the provision of the best response, the management should take time in understanding what has driven the complaint and avoid quick responses which may be ineffective.

Empathize

After listening to the concern, one should immediately empathize with the customers’ position and ensuring that there is a creation of a bond with the customer so as to ensure that they know that their concern has been heard.

Offer a Solution

A solution to the problem should be presented. There should be a focus on what can be done as opposed to what cannot be done since there is always a solution.

Execute the Solution

The problem should be solved with a resolution the customer had previously requested or with an alternative solution

Follow-Up

After the solution a follow-up should be made to verify whether the customer was satisfied with the solution

2. Why are customers’ complaints important?

Customers complain is a way customers use in expressing dissatisfaction in the products or services offered (Homburg, Fürst, & Koschate, 2010).. Customer complaints are important in the business as they assist in the understanding of key areas that need improvements, recognizing mistakes, building customer loyalty and it assists the organization to grow rapidly. Furthermore, the more the customer is satisfied the more they are likely to refer their friends and the more they are unsatisfied the more they will discourage their friends from purchasing the products.

3. What strategies could you implement to identify customers’ needs?

Strategies for identifying customer needs are an integral element of a company’s marketing program. They include marketing research, welcoming the feedback of customers, scamming social media, inviting collaboration, and customer relationship management (Aaker & McLoughlin, 2010).

4. List three factors required to ensure customer feedbacks is effective.

Customer’s perceptions

Purchasing patterns

Ratings

5. List 6 different interactions made with customers in every business

1. The positive customer
2.The elitist customer
3. The mistaken customer
4. The talkative customer
5. The irate customer

6. List and explain 8different factors for delivering superior service to customers

1. Listening - listening assist in business to acknowledge something need to be resolved. Furthermore, listening to customer’s feedbacks helps to determine the position of organization and access how the product is excelling in the market

2. Knowing customer values- knowing customer values determine customer perceptions and what they need in the market.

3. Customer’s concerns- knowing customers concerns is a factor that helps in identification of reasons why customers are not satisfied. Solving customer’s problem will lead to repetitive purchasing.

4. Keeping promises- keeping promises of customers helps to gain a customer trust leading to customer loyalty

5. Product improvement- reviewing back customer’s feedbacks and improving the products to meet their demands and needs assist in delivering high customer service.

6. Seeinga customerservices as an investment but not costs- training of staff might be costly but is a factor that links business with customer’s abilities to continue using the product in the future.

7. Empowering of customer service representatives- Some customers in the market opportunity might be so rude and therefore encouraging the representatives to value all customers from all cultures and ethnicity will be a way of keeping customers satisfied.

8. Pro-activeness- this is the ability to be open and honest about the product or service. This will reduce customer dissatisfaction rates and enhances customer’s expectations and satisfaction. (Park & Lee 2010).

7. Why is following up with clients important? Explain your answer.

Following up so as to know the level of satisfaction of a customer has the potential of influencing the overall experience of a customer with the organization. Follow up can also affect a customer’s outlook on the practices of a business when giving reviews in-person or online (Chen, Sun & Wu, 2010).

8. What are the two dimensions of service?

Procedural dimension

Personal dimensions

9. Describe the five elements of quality service

1. Empathy-individualized and caring attention to the customers

2. Assurance-employee courtesy and knowledge and their ability to convey confidence and trust.

3. Responsiveness-willing to helping customers and the provision of prompt service.

4. Reliability-ability of performing the promised service accurately and dependably.

5. Tangibles-physical facilities, personnel, communication materials and equipment appearance

10. Describe the following service culture components

11. List 8 words or phrases that damages customer’s relationship

a. “No problem.”

b. “Please hold.”

c. “You will have to speak with … Can I transfer you?”

d. “All sales are final.”

e. “Please calm down.”

f. “I don’t set the company policy.”

g. “I don’t know.”

h. “To be perfectly honest.”

12. Describe how you deal with assertive customers

I deal with assertively customers by taking their concerns collectively but not personal. I also consider remaining calm, giving reasons for all requests and agreeing about problems without blaming one another.

13. Identify 6 different customer’s needs, and how you can address them

1. Friendliness-can be addressed through greeting customers graciously with warmth

2. Empathy and understanding can be solved by understanding what the customers want and how they feel

3. Fairness-can be addressed by treating customers without any class distinctions

4. Control-can be addressed by handling customers with reasonableness.

5. Alternatives and options-can be addressed by availing avenues

6. Information-can be solved by providing information

14. Describe the following behavihariol style, and how you will deal with them

15. Service breakdown occurs whenever any product or service falls to meet thecustomersexpectation describe the steps you would take to rectify a service breakdown

a. Apologizing and asking for forgiveness

b. Going over the complaint with the customer

c. Fixing the problem and following up

d. Documenting the problem in detail

16. What factor may reduce/restrict or prevent service recover

1. High labor-intense nature

2. Service performance variability

3. Company staff

4. Infrastructures

17. What information should you try to find out from your existing customers whilst researching their needs?

Identifying information about consumers including place of work, their preferred reading material, and their purchasing attitudes and behavior in regards to products and brands can help a company strategize on how to make improvements (Solomon, Dahl, White, Zaichkowsky & Polegato, 2014).

18. What information should try to find out from potential customer’s whilst researching their needs

1. How they are satisfied with substitutes products offered in the market

2. The products they consume frequently

3. Challenges they have experienced with substitutes products offered in the market

4. Information sources

19. List and explain 10 things you should know about your customers

1. What they think about the organization’s competitors

2. What they think about the organization

3. What they expect of you

20. Explain 6 different strategies you can choose to obtain customer feedback

1. Email feedback- This strategy includes sending emails to customers who had previously used the item or audiences being targeted by a business in order to create its awareness.

2. Sms surveys- this includes sending text through the phones to a target audiences who have previous experience with the product.

3. Live chats- include conversing with clients on the online or offline platform to get feedback on the products and services.

4. Social media like Facebook and Twitter- The strategy includes reviewing of customers comments and check what they are saying about the product or service. If the majority of social media comments are negative, it means improvements are needed (Gallaugher & Ransbotham, 2010).

5. Customer’s interviews- this strategy includes getting first-hand information and feedbacks through interviewing customers on experiences they have while using organizational products and services.

6. Recording website session replays-, this strategy gets feedbacks on how many customers are using websites, what they are clicking and viewing.

21. Describe the importance and impact of variable quality in products or services offered

The management of product and service quality is crucial for any business. Quality products help in the maintenance of customer loyalty and satisfaction and reduction of the costs and risks of replacing faulty goods (Hu, Kandampully & Juwaheer, 2009).

22. What is important of sensitivity during conflict resolution? How does one achieve it?

Sensitivity helps in connections of potential issues or problem that occurs in an organization with mitigations. Furthermore, sensitivity balances emotional engagement in conflicts events in order to get better outcome and resolutions to conflicts (Doorn, Branje & Meeus, 2011). One achieves sensitivity when he/she has an ability to solve conflicts by following the right procedures and having an ability to control his or her feelings.

23. What is the best outcome of a conflict? How is this achieved?

The best outcome is a win-win situation. This can be achieved through understanding the company’s stance and what it wants, depersonalizing arguments, being prepared to resolve conflicts completely, listening and knowing when to seek an end decision maker or an arbitrator (DeClercq, Thongpapanl, & Dimov, 2009).

24. How do ethics affect your role in managing customer care?

Ethics slows down my goals and objectives that I have set of enabling customer satisfaction. Some employees tend to behave differently and unprofessionalism in the workplace resulting in wastage of time due to lack of corporation.

25. How does consumer protection laws affect your company?

Consumer protection laws affect the company. The laws are designed for protecting consumers from unfair, fraudulent and deceptive practices by businesses. Businesses violating consumer protection laws are subject to lawsuits, negative publicity and financial penalties (Brunk, 2010).

26. Outline and describe what is meant by anti-discrimination and how it will affect your role as a customer care manager?

According to Eyer (2011), Anti-discrimination is legislation, which is designed to prevent and control discrimination against specific groups of people with common interest. The common interest may be in terms of religions, race, and gender. Furthermore, these groups are protected class or protected groups.

27. What areNationalPrivacy principles?

The National Privacy Principles cover the storage, disclosure, use and collection of personal information. In addition, they allow access to the information by individuals and having it corrected if it is wrong (Wright & Raab, 2014).

28. List 3 points you should follow to ensure you comply with National Privacy Principles.

1. Making sure that there are high data quality and security.

2. Collection of sensitive information

3. Use or disclosure

29. In terms ofprivacywhat is considered “personal information”?

This is an opinion or information whether true or not, and whether recorded in a material form or not, about an individual whose identity is apparent, or can reasonably be ascertained, from the information or opinion (Nissenbaum, 2009).

30. How doesindustrycode of ethics affect your role in managing customer service?

According to Nagy (2011) Code of ethics sets industrial standards of conduct. Code of ethics affects my role while managing customer’s services as they provide minimum protection to consumers and are prescribed as fair trade regulations meaning they can be forced.

31. What areemployer’srights and responsibilities in terms of OHS?

Workplace Health and Safety legislation requires employers to provide a healthy and safe workplace for their contractors and workers (Underhill, 2010).

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