Managing Customer Service and Complaints in an Organization

Running head: BUSINESS PLAN.
BUSINESS PLAN
Name of the student
Name of the university
Authors note

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Table of Contents
Legislative and regulatory context...................................................................................................3
Organizational policy and procedures.............................................................................................3
Service standards and best practice models.....................................................................................3
Summarize public relations and product promotion........................................................................3
Techniques for solving complaints..................................................................................................3
A) Customer behavior................................................................................................................3
B) Customer needs research........................................................................................................4
C) Customer relations..................................................................................................................4
D) Ongoing product.....................................................................................................................4
E) Problem identifications and resolution...................................................................................4
F) Quality customer service delivery...........................................................................................4
G) Record keeping and management methods............................................................................5
H) Strategies for monitoring, managing and introducing ways to improve customer service
relationships.................................................................................................................................5
I) strategies to obtain customer feedback....................................................................................5
References........................................................................................................................................6

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Legislative and regulatory context
One of the main legislative and regulatory areas which are covered up in the context is
related to treating people in an equal manner. This is mainly due to the factor that customer
satisfaction is one of the crucial areas, which can be related to the context of the operation.
Organizational policy and procedures
One of the organization policy and procedures, which can be incorporated within the
sector of work, is related to the complaint handling (Shields et al., 2015). On the other hand,
providing feedback to the management on various issues, which directly arise from the
complaint, should be taken care off on an immediate basis.
Service standards and best practice models
The model, which is incorporated within the working of the organization, is on the
Ombudsman’s managing unreasonable complaint conduct model policy of 2012. This model
directly takes care of the different issues, which are seen in the context of the operation, which
can directly influence the overall working of the organization.
Summarize public relations and product promotion
The main area of public relation is related to communication, which the organization
generates, from the end of the organization. This mainly helps in the domain of gathering of the
requirement of the customers and planning accordingly.