Managing Customer Service and Complaints in an Organization

This document discusses the legislative and regulatory context, organizational policy and procedures, service standards, and techniques for solving complaints in an organization. It also covers public relations and product promotion, customer behavior, customer needs research, customer relations, ongoing product development, problem identification and resolution, quality customer service delivery, record keeping and management methods, strategies for monitoring and improving customer service relationships, and obtaining customer feedback.

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

Page 2 of 6
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

Page 3 of 6
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.

Page 4 of 6
Techniques for solving complaints
A) Customer behavior
The report is generated from the end of the organization with the intention of monitoring the
working of the organization and delivering a standard of working of the organization. The
complaints, which are provided from the end of the customers, are one of the focus area in the
report.
B) Customer needs research
The gathering of the requirement of the customer is done with the help of surveys, which
directly helps in planning, and set of goals, which is related to the need of the customers.
C) Customer relations
One of the sectors, which can be stated here, is linked to the factor of continuous
development of the products, which are given to the customers. This helps in the engaging factor
of the customers so that the customers would be taking the service of the organization.
D) Ongoing product
Training of the employee is one of the domains, which are considered for the ongoing
products so that development can be made in the working of the organization.
E) Problem identifications and resolution
The issue can be raised from the end of the customers, and the organization should be
directly focusing on the domain of resolving the problem so that the customers can be satisfied
with the service.
F) Quality customer service delivery

Page 5 of 6
Monitoring of the service and products, which are delivered to the customers, plays a
significant role, which can directly affect the delivery of the service and the quality in the sector
of working.
G) Record keeping and management methods
There is a different department in the organization, which directly takes care of the record
keeping. This helps in the systematic arrangement of the different services in the sector. Online
portal is one of the methods, which is used in the sector.
H) Strategies for monitoring, managing and introducing ways to improve customer service
interaction
The concept of regular auditing can be one of the sectors, which directly help in the
monitoring of the service, which is given to the customers. Hence, the factor of involvement of
the service and the product would be optimal (Cleden, 2017). The communication area with the
customers is one of the areas, which plays a significant role in the context.
I) strategies to obtain customer feedback
The customers can easily give feedback on the service, which is taken from their end.
The organization always acts quickly to the problem and tries to mitigate the problem in the
sector. The main strategy is gathering of the requirement of the customers

Page 6 of 6
References
Cleden, D. (2017). Managing project uncertainty. Routledge.
Shields, J., Brown, M., Kaine, S., Dolle-Samuel, C., North-Samardzic, A., McLean, P., ... &
Plimmer, G. (2015). Managing employee performance & reward: Concepts, practices,
strategies. Cambridge University Press.