Improving Customer Service at ABC Stationary Company - Case Study

Case Study ABC Company
ABC Stationary Company
Name
1

Case Study ABC Company
Contents
Executive summary.....................................................................................................................................2
Introduction.................................................................................................................................................3
Task 1A........................................................................................................................................................3
Task 1B........................................................................................................................................................5
Task 3: Customer service issues:................................................................................................................18
Task 4: Feedback Form..............................................................................................................................19
Task 5:.......................................................................................................................................................20
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Case Study ABC Company
Executive summary
The ABC stationary company only has only eight staff members. The company supplies office
stationary to small and medium-sized businesses. The company targets the market in southeast
Queensland. The company has never implemented any formally designed customers’ service
strategies. No training has ever been delivered to customers based on designed customer service
strategies goals. The company possesses a diversified staff. Both males and females are
employed as the staff member few members even possess the non-English background.
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Case Study ABC Company
Introduction
The assignment highlights the survey conducted to collect information regarding improvement of
customer service at the company. Responses from customers are collected through questionnaire.
The purpose of the survey is to give recommendation about areas in customer service that can be
improved. Effective customer management services generate profits for the company.
Task 1A
Being the customer of the ABC Company I would expect quality services from the businesses.
Being served by a small company, I would believe that the company delivers timely services,
makes immediate changes in the order if required, is capable of making emergency deliveries
and offer the best price. The ABC Company must make sure that is highly responsive to its
clients’ needs. Maintain a good relationship with customers, will help the company to amplify its
revenues and sales. ABC is a small company with no formal customer service strategies. To
make a mark in the market and to earn a good reputation, the company has to work on its
customer service strategies to retain existing clients and attract more from the market. High-end
customer services not only stratify customers but it also helps in developing a long term
relationship with them1.
Untimely delivery, delayed response, high pricing, rude behavior of the sales member will surely
alienate customers2.
Customer Service Questionnaire
No of respondent
Please rate the following on a scale of one to five with one market as ‘’strongly disagree’’ and
five marked as ‘’strongly agree.’’
Staff attitude and
knowledge
Strongly
disagree
Disagree Neutral Agree Strongly
agree
The staff members
have friendly
behavior
1 2 3 4 5
Staff members
possess the product
knowledge
1 2 3 4 5
Staff members are
responsive
1 2 3 4 5
Complaints Strongly
disagree
Disagree Neutral Agree Strongly
agree
My complaints are
immediately
answered
1 2 3 4 5
1 , Ruchika Sharma, 16 Excellent Customer Satisfaction Survey Examples HubSpot Blog
<https://blog.hubspot.com/service/customer-satisfaction-survey-examples>
2 Nature and Types of Services: Features of Services with Solved Examples (25 June 2018)
Toppr <https://www.toppr.com/guides/business-studies/business-services/nature-and-
types-of-services/>
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Case Study ABC Company
Price and value of
services
Strongly
disagree
Disagree Neutral Agree Strongly
agree
Services are fairly
priced
1 2 3 4 5
Services are highly
priced
1 2 3 4 5
Purchasing
experience
Strongly
disagree
Disagree Neutral Agree Strongly
agree
Willingness to help 1 2 3 4 5
Courteous 1 2 3 4 5
Availability of
products
1 2 3 4 5
Timely delivery 1 2 3 4 5
Transaction
completion
1 2 3 4 5
Return Strongly
disagree
Disagree Neutral Agree Strongly
agree
My products are
returned if they are
damaged
1 2 3 4 5
My products are
returned if they do
not meet
specification
1 2 3 4 5
Accuracy of
information:
Strongly
disagree
Disagree Neutral Agree Strongly
agree
I am provided with
accurate
information
1 2 3 4 5
Customer service
representatives are
always available to
answer queries
1 2 3 4 5
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Case Study ABC Company
Task 1B
Questionnaires including the marked responses from respondents are attached below. Responses
are highlighted in yellow
Customer Service Questionnaire
No of respondent 1
Please rate the following on a scale of one to five with one market as ‘’strongly disagree’’ and
five marked as ‘’strongly agree.’’
Staff attitude and
knowledge
Strongly
disagree
Disagree Neutral Agree Strongly
agree
The staff members
have friendly
behavior
1 2 3 4 5
Staff members
possess the product
knowledge
1 2 3 4 5
Staff members are
responsive
1 2 3 4 5
Complaints Strongly
disagree
Disagree Neutral Agree Strongly
agree
My complaints are
immediately
answered
1 2 3 4 5
Price and value of
services
Strongly
disagree
Disagree Neutral Agree Strongly
agree
Services are fairly
priced
1 2 3 4 5
Services are highly
priced
1 2 3 4 5
Purchasing
experience
Strongly
disagree
Disagree Neutral Agree Strongly
agree
Willingness to help 1 2 3 4 5
Courteous 1 2 3 4 5
Availability of
products
1 2 3 4 5
Timely delivery 1 2 3 4 5
Transaction
completion
1 2 3 4 5
Return Strongly Disagree Neutral Agree Strongly
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