Report on Effectiveness of BizOps Customer Service Policy

This report evaluates the effectiveness of BizOps enterprise's customer service policy. It addresses issues such as late delivery of goods, lack of customer loyalty bonuses, and compensation. The report recommends training new staff, upgrading systems, and tracking delivery details.

Running head: TASK B 1
Name
Course
Lecturer
Date

TASK B 2
Task one
A report on the level of effectiveness on the current BizOps customer service policy
Overview
Over the past period, the BizOps enterprise has been enjoying the benefits of increased
income generated from sales and more so the online sales. However, it has been noted that there
has been reduced income over some period of time and this is being associated with the
dissatisfaction of the customers according to the reports received so far. (Alexander & Hill,
2017)This is a report aimed at weighing and determining the level of effectiveness of the current
BizOps enterprise customer service policy.
Background issues to be addressed
This report will aim at addressing the following:
 Whether the policy is still effective but not being adopted
 If the policy is less effective and there is a need for revising it to better our customers'
requirements and expectation
 If the policy is not relevant to our enterprise customer service requirements
Key points
According to the published online sales report, it’s evident that the enterprise customer
service report is very effective but it’s not being adapted to its maximum. The policy indicates
that online sales are supposed to be dispatched to the customers the same day the order was
made. It also speculates on the time when picking and packaging should be done and on which
days as well as the difference in packaging and dispatch of the different order standards.
However, considering the report from the customer, it's evident that this policy which is effective
is not being adhered to and that's why customers are complaining and cancelling orders delayed.
Summary of the key points
Our policies are much defined. They are effective in the sense that they aim at satisfying
the customer by delivering any online ordered good in time but unfortunately, the policies are
being neglected.
Conclusion and recommendations
It’s very important that the set policies be adopted and adhered to the later. Packaging
and delivery of good should be done the same day the order was made as per the organization
policies and requirement. For effecting the issues, it’s recommendable that the name of the
employee who packed and delivered that order is indicated as well as the time of packaging and
delivery time.

TASK B 3
Task 2
a. Review of the customer complaints
Customer complaint register
Custom
er
compla
int
referen
ce
numbe
r
Date Custom
er
Received
by
Date
acknowled
ged
Referred
to
Resolution Closeo
ut date
1
30/08/
2018
Mrs
Jones
Customer
care
31/07/2018 Service
team
leader( na
me)
We shall email you the
customer loyalty bonus as
well as compensate you
accordingly to the non-
availed discounts you are
liable
2/08/20
18
2
24/07/
2018
Mr
Henders
on
Customer
care
25/07/2018 Service
team
leader(na
me)
We shall compensate you
for the loss due to loss of
customers as a result of
late of delivery of goods
after orders made as per
our terms and conditions
29/07/2
018
Customer complaint feedback form
MRS JONES
Customer complaint
reference number 1
Name of customer Mrs Jones
Customer contact
details [e-mail]
Date complaint
received 30/08/2018
Complaint details I have not been getting my customer loyalty bonuses for the last
three months. In addition to that, I am returning customer and as
per the terms and conditions, I am supposed to enjoy some
discounts as per now which is not the case, why?

TASK B 4
Description of product
or service fault No customer loyalty bonuses, no discounts
Date of
acknowledgement
31/07/2018
Corrective action
To email you your bonuses, pay them and get compensation for
the discounts missed
Has the problem been
resolved?
If not, to whom was
the problem
transferred?
Yes
Date customer notified
of the resolution
31/07/2018
Referred for third-
party resolution?
no
How will the problem
be avoided in the
future?
Confirming who should receive emails in bonuses and cross-
checking before the release of the bonuses

TASK B 5
Policy or procedure
amendments required
N/A
Resources required Computer
Signed off by Name
Position
Your name()
Mr Henderson
Customer complaint
reference number 2
Name of customer Mr Henderson
Customer contact
details [e-mail]
Date complaint
received 24/07/2018
Complaint details I have been receiving goods late after ordering them online. I am
now losing my customers after failing too to deliver goods to
them.
Description of product
or service fault Late delivery of goods

TASK B 6
Date of
acknowledgement
2907/2018
Corrective action
Compensation for the losses incurred
Has the problem been
resolved?
If not, to who was the
problem transferred?
Yes
Date customer notified
of the resolution
108/2018
Referred for third-
party resolution?
no
How will the problem
be avoided in the
future?
Ensuring timely delivery of goods ordered
Policy or procedure
amendments required
N/A
Resources required Computer
Signed off by Name
Position
Your name( )
b. Report on the nature of the complaints

TASK B 7
Introduction
From the complaints we have so far received from two of our main customers, it’s an
evidence of non-compliance with customer service policy.
Issues to be addressed
Most of the complains are regarding the late delivery on the ordered goods as well as lack
of offering the customers the required benefits that they are liable to as loyal and returning
clients as per our business terms and conditions
Key details
According to the customer service policy, all the loyal customers are supposed to enjoy
some bonuses which are sent to them on monthly basis. They are also supposed to be
compensated in case of loses incurred due to late delivery of goods and services. (Hallowell,
2005)
Conclusion and recommendation
It's evident that the set of customer service is not being followed. It's recommendable that
these policies are adhered to and the new staff members in the packaging and delivery
department are trained and made aware of the organization's customer service policy.
Task 3
Customer service plan
Vision
It aims at providing the highest level of services to its customers through
accuracy and efficiency in terms of the products and services they provide,
professional courtesy in all dealings with customers accountability for their
actions and the service they provide, integrity and a high level of product and
service knowledge
Overview
The aim of the plan is to improve on the products sales and ongoing customer
services

TASK B 8
Objectives
 To deliver goods to our customers in time
 Ensure accuracy and storage of information correctly
 Ensure proper training of new staff in a different department
 To ensure customer loyalty is maintained through customer satisfaction
Customer definition
Our main customers are wholesalers, retailer and any other local good
distributor who can order goods through an online platform. Our customers are
not restricted by age, gender or social status.
Customer feedback
The need for compensation for late delivery of goods as well as the
compensation on customer loyalty bonuses (Zairi, 2006)
Gap analysis
In our organization, the system we use to record in the packaging and delivery
department does not allow us to know the person who packed the goods, the
time they were packed, the person who delivered them as well as the time the
goods were delivered.
Improvement strategies
Training new staff In the packaging and delivery department as well as using

TASK B 9
more developed systems to monitor time and the person who served a client.
Communication processes
Passing information to the rest of the members within our organization
concerning these strategies will be done through general meeting and
departmental meetings. Training sessions and workshops as well will help in
this case.
Timelines
Training will take three weeks while implementations will be in phases. We
suppose within one month these strategies should be put into practice
Budget
Training will cost an approximate of 200$

TASK B 10
Summary
Training new employees
Using the advanced system to record details on delivery
Task 4
Report on customer service system problem
Introduction
As we have noted so far, most of our customers are complaining about the late delivery
of goods to their areas. The other case of complaints we are getting is concerned with the failure
to get emails and updates concerning the customer loyalty bonuses that ought to be updated on
monthly basis. This, therefore, enlightens us on the loopholes that need to be rectified within our
customer service provider system.
Issues to be addressed
 How to ensure prompt send an update on customer loyalty bonuses to our customers
 How to track details concerning the packaging and delivery of goods to a customer and
more so the time-related details
 How to ensure timely delivery of ordered goods to the customers
Key details
Training the newly employed employees in the packaging and delivery section will
greatly help in reducing cases of late delivery. Upgrading our systems and customizing it to
allow proper data recording on the delivery details will help in identifying the packaging team
members who are delivering goods late to clients. This will help us retain records on what time
goods were packed, who packed them and the time they were delivered.

TASK B 11
Summary of the key points
We need to track and keep records more so on the packaging and delivery department.
Investigating these problems will require direct involvement when packaging is being done and
making some follows up to reachable customers.
Conclusion and recommendation
Consulting experts on the use of the customized system can be of great help
Task 5
Performance measurement plan
SMART objectives Measurement Performance
management
 To deliver goods
to our customers in
time
 Ensure proper
training of new
staff in a different
department
 To ensure
customer loyalty is
maintained
through customer
satisfaction
 To determine if
goods are being
delivered on time,
we have to
customise our
website and provide
links where the
customer has to
indicate the time
they received the
goods, the condition
of the good and any
relevant feedback
 Properly trained
staff will be
involved in fewer
mistakes in terms of
data entry and
delivery issue, e.g.
sending emails to
the wrong people
 We can measure the
degree of customer
loyalty with the
number of times and
frequency a
customer does their
purchase on our
premises
 Regularly
developing
programs and
plans that that
include clear
objectives for
the specified
period of time
 Holding
discussing
within the
organization on
your progress
and provision of
feedback
 Identification of
areas that need
to be improved
on and setting
some targets to
beat (Aguinis,
2007)

TASK B 12
References

TASK B 13
Aguinis, H. (2007). Performance Management and StrategicPerformance Management and Strategic
Planning:. performance management, 32.
Alexander, J., & Hill, N. (2017). the handbook of customer satisfaction and loyalty measurement .
Routledge.
Hallowell, R. (2005). The relationships of customer satisfaction, customer loyalty, and profitability: an
empirical study. international journal of service industry management, 7(4), 23.
Zairi, M. (2006). The art of benchmarking: using customer feedback to establish a performance gap.
Total quality management, 3(2), 177-188.