Managing Quality Customer Service

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