Managing Quality Customer Service

This document discusses the importance of managing quality customer service for Ashel Telekom pvt ltd, a communication company. It covers their mission and vision statements, key customers, services/products offered, customer service policies, standard procedures, quality customer service targets and standards, techniques to deal with customers, legislation and regulations related to customer service, code of conduct/ethics, public relations and/or marketing and promotional strategies, communication methods, budget, customer service principles and techniques, problem identification and resolution strategies, quality customer service delivery, and record keeping and management methods.

Running Head: MANAGING QUALITY CUSTOMER SERVICE 1
Managing quality customer service
Name
Affiliation

Managing quality customer service 2
Ashel Telekom pvt ltd
Introduction
Ashel Telekom pvt ltd is a communication company in a fast growing communication
industry and their growth objective is customer retention through quality bradband, Tv lines,
mobile money services and online payment services. Ashel Telekom pvt ltd customer service in
the verge of trying to archive its objective and overall organizational goals, they will have to put
up proper plan on how they will be going to address all services offered by customer service
(Alqahtani, 2016). Therefore, their customer service plan will be featured on, vision and mission
statement, customers details, services offered, quality of services, handling customers, rules and
regulations, dissemination of information and complaint handling as envisioned in their customer
service support budge (Paulrajan & Rajkumar, 2011).
1. Mission and vision statements
Mission statement
“We take quality of customer service seriously”
Vision
“To have you always covered”
2. Key customers:
In achieving a larger market share and providing quality service, the company will
provide the following services to:
 Television subscription

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 foreign residence who would want to remit funds internationally
 Domestic residence that remit fund locally and
 Companies.
3. Service/ or products offered
Ashel telekom pvt ltd will provide the following services and products
 ashel Telekom pvt ltd platform for money transfers across borders,
 money transfers locally using a mobile,
 subscriptions for TV channels,
 cloud computing,
 internet streaming and
 Online payment services for companies and for individual use also
4. Customer service policies
The following are the policies that the company will use in enhancing quality customer
service
 Safety policy
 To provide for safe transfer of money both locally and internationally
 Provide for internet safety protocols and safe cloud computing without hacking
activities.
 Dependability policy
All the employees of our organization are expected to be on duty all the time they are
scheduled to be at work. As a matter of fact, all the staffs are planned and budget for

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based on their daily reporting to their assigned duties. This is in order to meet the
consistency of time frame based satisfaction of our customers.
 Dependability policy
All employees will be evaluated annually based on the dependability of customer to their
services offered during the period of 12 month. This will indicate the level of customer
satisfaction as per the organizations objectives.
5. Standard procedures
The standard procedures of customer service include:
 Know your customer
The first step in delivering quality customer service in knowing your customer, apart
from listen your customers, a customer service employ must spend time to know
their customers and identify their need.
 Serving the needs of your customer
In this case all the customer service employees will need to start with the customer
actually need and work descending.
 Aim above average satisfaction
There will nothing like 99 percent satisfaction in customer service, rather all
customer service employees will work to attain above average customer satisfaction.
 Respect existing customers

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The policy will guide the entire customer service employee to know that, all existing
customer are the most important asset the company has currently, hence respect will
be paramount.
 Exercise patience
The policy will guide all customer service personnel to ensure that, all employees are
serviced with patience and tolerance.
Lastly, to make sure that, all customer service knows and understand the
organization products and services and remain positive about their customers all the
time.
6. Quality customer service targets and standards
Quality customer service monitoring targets and standards summery
The customer service will employ the following monitoring target standards
 Monitor your customer interaction through listening to them
 Know all your customers feedback channels
 Seeking customers views on the products
 Application of quality monitoring to help customer service improve their skills
 Keeping track and evaluation of both the customers feedback and measuring the attained
results
Standards
 Respond standards
Ashel Telekom pvt ltd will not discriminate quality of service to its customers but will
offer special services to the needy special person or people with disabilities where necessary.

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When and where possible all customer quarries and requests for services should be attended to
promptly as they arrive.
As much as responses will be made as per the influx of quarries and request, follow up
procedure will also need to be made. This is necessary because it fosters the ability of issue
understanding and resolution. To achieve this as an organization, acknowledgement and
resolutions should be made.
 Acknowledgement
First and foremost, the company customer service department must acknowledge all the
complaints and requests from the customer and within a single day, all the quarries must be
addressed as per customer questions and request. Once acknowledgement has been made, the
customers quarries must be noted and noting the person to whom the customer issues has
been made to for resolution.
7. Resolution
In their customer service, a comprehensive response will be made or provided within
seven days. This report should include ashel Telekom pvt ltd analysis of the issue and the
response proposed to resolve the issue. Comprehensive clear reasons should be provided by the
ashel Telekom pvt ltd customer service. The customer service should make a notification within
stipulated time in the case the issue is resolved to the customers.
Standards the organization aims to achieve
Customer as an important asset to the organization, the customer service will aim at ensuring
that:

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 Customers will always come first
 The customer will all the time be updated and be given relevant upate
information
 Customer service must know how to tackle all the customer service quarries and
responses all the time.
All this aims will attain the aimed goals of customer service to satisfy and retain their
customers.
8. The techniques that will be used to deal with customers, including customers with
specific needs
 Listening actively and taking notes
Facts about the customer complain is usually noted down so as to have a record of what is to be
address. .
 Concerns of the customer are acknowledged
Customer service employees will be encourage to note how the customer are distressed and
identify what might have been caused of the distress and Apologize for the impact or the
inconvenience caused (Paulrajan, Rajkumar, 2011)
 feedback
Once the conversation is done, the customer service employees are encouraged to seek feedback
from the customer to ascertain customer satisfaction.
9. Legislation and regulations related to customer service

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One of the important rules that will regulate the customer service is:
 Solving the customer's complaint
 Secondly, listen careful to the customer as they ask.
 Thirdly, solutions should be provided to the customer, handling an angry person
with a complaint is quite simple when you can solve the problem.
 Fourthly, the service provider should be in charge of the situation and advice the
client accordingly.
 Lastly, learn to welcome complaints. Customer services need to welcome
complaints as a second chance to keep a customer.
10. The Code of conduct/ethics the organization has related to quality customer service
Customer service will be provided:
 courteously and politely
 handling of Complains and request will be
 Solving problems proactively
 Changes will be be facilitated positively through representative program, service
and consultation.
11. The public relations and/or marketing and promotional strategies the organization
will use include:

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Reward referral by customers
This is a program in which the customer service will reward customer who after receiving
services, will go ahead and refer other customers to the company.
Events of appreciating clients
The customer service usually undertakes reward periodically in which customer will be
randomly selected using the point occasionally rewarded for using the services.
Surveying consumers after sales
They customers will be reached by phone and survey conducted and participant will earn points.
This method will instill loyalty to consumer of this services and products.
Making a mail order
All ashel Telekom pvt ltd clients will not be meant to be neglected after receiving a service. A
follow up by mail order will be a way of appreciating a customer for being part of the company.
12. The communication methods the organization uses to inform their staff about
quality customer service
Verbal Communication
Customer service employees are encouraged to communicate verbally when responding
to the customer queries and requests.
Composed Communication

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When responding to customer question an employee will need to be composed enough to handle
customer’s questions, depending with the platform on which the customer will be responding to
the queries, whether electronic mails, later, SMS, verbal talk and reports should send clear
picture of the response to the customer.
Oral Communication
This is the kind of response that the representative engages the customer through expressed
words via either, videoconferencing, telephone and or some other channels of communication.
Complaint handling
1. Staying calm. To properly handle customers’ issues of contention, calmness will be a
key technique in attaining customer satisfaction through solving the issue.
2. Heeding well. First and foremost, as a representative, give the customer a chance to
express their distress by taking heed to what they are butting across.
3. Acknowledging the issue. After the calmness and listening to the customer, one other
step in the process if to acknowledge the issue and accept the fact that the organization is going
to handle the issue is a timely manner.
4. Getting the actualities. As representative, caution is the best method not to speak words
that may offend the customer but rather be choosing and wise with words. Remaining factual is
the best way to attain customer satisfaction and retaining the.

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5. Offering an answer. At the end of the conversation with the customer, as a representative
of the organization, one should be able to offer solutions to the customers, and if not
immediately, give the customer a factual timeframe on which their issues is going to be resolved
by guaranteeing them the period.
13. The budget the organization will use to support its customer service activities
Ashel Telekom pvt ltd being the leading communication and mobile company will focus
much on customer service through provision of incentive to its customers. There will be
allocation of fund which will be been specifically allotted to cater for customer services. This
will include
 money for extra talk time,
 incentive on phone
 Budgeted rewards to customer in form of cash and products.
 funds for community development programs
14. Customer Service Principles and Techniques Appendix
a) Consumer behavior
This will be an important aspect when it comes to offering better quality service.
Studying consumer behavior will enable the service provider with the actual need, wants or act
with regard to product or purchasing or services (Paulrajan, Rajkumar, 2011).
b) Customer need research method
o Stakeholder engagement

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This is that data with which the organization will needs not to pay for. In this case, the
organizations will need to
 engage the stake holder of the organization on customer need,
 Secondly, engaging sale representative and support teams, this will be the
best method because they understand the products and services well as
well as what the customer need.
o Follow me home method
Customer are followed to their home or work place, in this case, observation as a
methods will be used as you only need to observe what the customer does and derive their need
from what they do (Paulrajan, Rajkumar, 2011)..
o Customer interview
The customer service provider goes right to the customers and conducts an interview. The
representative will ask the customer what problems they have been encountering with the
product or service and what could be done to improve the product and or services (Paulrajan,
Rajkumar, 2011).
o Bringing your customer service competitors close.
Competitors here are considered a source of information to the customer service
department. It best done by conducting a swot analysis to identify: strengths, weakness,
opportunities and threats of your competitor.
c) Customer relations

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The customer service will hire specific employees in the customer service to manage how
the customer service relates with the public or customers and disseminating and insemination of
information in and out of the customer service. This will be done through:
 marketing,
 consistency of service and
 Responsiveness of customer relation.
d) Problem identification and resolution strategies
The company will not rely on management to identifying and solving, rather the customer
service interact directly with the customer in order to identify problem and solve them by listen
to the customer complains, acknowledging the complains and responding appropriately to these
problems.
e) Quality customer service delivery
To this ashel Telekom pvt ltd customer service, quality service delivery will be defined
through:
 knowing its customer
 responding to their requests and questions
 record keeping and management methods
 Taking the responsibility of mistakes of customer service representatives.
f) Record keeping and management methods

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Ashel Telekom pvt ltd employs digital record keeping and data management system. The
essence of record keeping is for fast information access to employees, uniformity of data and
effectively organizing everything. Digital management system helps the company in efficient
organization of digital data (Paulrajan, Rajkumar, 2011).
g) Strategies for monitoring, managing and introducing ways to improve
customer service relationships.
The organization will create a buffer system and employees employed and committed to
represent the organization through insemination and dissemination of information from the
customer and back from the organization back to the customer (Paulrajan, Rajkumar, 2011)..
h) Strategies to obtain customer feedback
The organization will obtain feedback from the customer through,
 follow up mails
 surveys derived from the SMS
 distribution of paper card
 mobile beacons and
 Directly engaging in interviews with customers.
Strategies to monitor the progress of your product/service targets and standards
i. Setting targets

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The customers’ service will always set target as the baseline of monitoring progress of
the services and products, targets and standards. This differentiates us because most of the other
customer services make measurement and monitoring before setting their goals. In real essence,
it is most appropriate to set goals that should be measured instead is measuring goals that should
be set. Our goals will always have the aspect of projection as we set goals that can be measured
after a time period to see if the achievement of our customer service has been achieved.
ii. Measurement Planning and monitoring
Planning will be done in the following ways.
 Factoring Key performance indicators
 Defining Tools and Methods for Monitoring, Measuring and Evaluation
 Defining activities planned for
 Resource to be used are defined clearly
 Delegating activities to people to undertake relevant assessments
Develop and use strategies to obtain customer feedback to improve the provision of
products/services
The company has developed the following strategies to obtain the customer feedback:
i. Encourage feedback
The organization has developed method do show that the organization do welcome its customer
feedback. In this case the company has come up with the mechanism that are very easy to be

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used by the customers by providing customized website platform that is easy for customers to
use and also cards which do not attract any charges on the side of customers. This will encourage
the customers to always feel free to give the customer service feedback.
ii. Customer testing
When the company invents new products and service, we will always give our customers
the chance to test and evaluate the product/service. We then later came back and ask the
customers to give feedback about the products.
iii. Using social media
We will always keep monitoring the social media to know what customer think and feel about
our products and services.
Overcome problems and adapt customer services, service/product delivery
Our aim as a customer service, we aim at overcoming problems that come our way
through:
 Management of proper record
 Management of reports
 Coming up with recommendations
Once the organization has achieved all the management, the customer service will need to:
 Monitor the recommended strategies

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 Review the strategies and customer service policies and standards for necessary
changes to ensure that proper customer services have been provided.
Conclusion
The research has shown that, the company’s customer service plan is precise and clear
and has all the qualities that renders it a proper plan for quality customer service, hence this plan
can be chosen and be used in any upcoming mobile customer service across the globe.

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