Coordinate implementation of customer service strategies

Coordinate
implementation of
customer service
strategies

Table of Contents
ACTIVITY 1A.................................................................................................................................1
1. Accessing customer service policies along with procedures of the company and
summarising customer service standards of the organisation......................................................1
2. From summary of standards, carrying out a stimulated workplace scenario and
demonstrating at least 3 of standards to working practice...........................................................2
3. Observing another pair carrying out their scenario for the activity above, ensuring to have
access to the customer service standards they should be implementing. Monitor the application
of customer service standards by the individual acting as a customer service provider and
make notes. Provide them feedback on how they conducted themselves and outline any areas
for improvement based on the working.......................................................................................2
ACTIVITY 1B.................................................................................................................................3
1. Naming seven sources to consult when looking for refining standards as well as making
improvements..............................................................................................................................3
2. Naming three practical changes which could be implemented in the company for improving
customer service standards, processes addition to policies.........................................................3
ACTIVITY 2A.................................................................................................................................4
1. Outlining 5 ways in which employees are encouraged for consistently implementing
customer service systems across the organisation.......................................................................4
2. Reading the scenario and creating as well as delivering a presentation for encouraging
employees for consistently to implement customer service systems...........................................4
ACTIVITY 2B.................................................................................................................................5
1. Listing six ways that customer feedback can be collected......................................................5
2. Listing four appropriate personnel which can be consulted with for reviewing customer
feedback.......................................................................................................................................6
3. Reviewing as well as analysing feedback with an appropriate person and creating a report
that gives suggestion to improve work practices and why..........................................................6
ACTIVITY 2C.................................................................................................................................6
1. Giving five examples of possible area of customer service failure in the organisation..........6

2. Within the organisation, identification of one example of a customer service problem along
with explanation of adjustment which would be made for ensuring continued service quality..7
ACTIVITY 2D.................................................................................................................................7
1. Listing six appropriate methods or platforms for communicating change to workforce........7
2. With real organisation situation or stimulated scenario, demonstration of the ways to
communicate changes to service to all those involved and ensuring to use appropriate
interpersonal skills.......................................................................................................................7
3. Explanation of the reason appropriate timeframe are important in context to communicating
adjustments in service..................................................................................................................8
ACTIVITY 2E.................................................................................................................................8
1. Listing six key features which good management addition to coordination involves.............8
2. For one product or service, demonstration to coordinate and manage delivery for ensuring
that it effectively addition to efficiently meets agreed quality standards in the company...........8
ACTIVITY 3A.................................................................................................................................9
1. Within the company or stimulated work scenario, showing of one identified customer need
or expectation, which can be plan and implement for meeting customer need or expectation as
well as minimising inconvenience...............................................................................................9
ACTIVITY 3B.................................................................................................................................9
1. Within the company or scenario, assuming role of manager. For at least two team tasks
undertaken for meeting required customer service levels, identification of all resources
required........................................................................................................................................9
REFERENCES..............................................................................................................................10

ACTIVITY 1A
1. Accessing customer service policies along with procedures of the company and summarising
customer service standards of the organisation
Organisation’s customer service standards are set of benchmarks which foster interactions
among business, customers as well as resulting expectations of potential audiences. In an
organisation, for example, Showpo, customer service standards are used for the purpose of
providing guidelines to workforce so that they follow at the time of interacting with customers. It
assists in reminding management addition to employees about obligations with the hope of
meeting service standards. Some of customer service standards of Showpo are as summarised:
Attention to detail: With this standard of customer service, employees of Showpo are able to
pay attention towards details that are related to demands of the potential and prospective
customers. This guides employees to learn about essential requirements or products which have
possibilities to satisfy customers (Pei, Yan and Ghose, 2020).
Accessibility standard: In accordance to the standard, a customer who is troubled with an
issue must not be troubled further with figuring out the ways to get in touch. Within Showpo,
standard of accessibility is highly advanced that it fosters solving problems of customers and
providing them effortless services proactively.
Empowerment: Being in control is seen as main standard of effective customer service of
the organisation. It is quite complex to set up standards of empowerment for services. In context
to Showpo, standard of empowerment is set through which superiors have empowered or
provided powers to subordinates with the hope of meeting levels of customer service in the
industry.
Being professional and polite all the time: It is another standard concerned with
customer service wherein work standards are set for organisational people in order to perform
activities in professional addition to polite manner at the time while providing services to
customers. In Showpo, the standard is adhered by all employees in order to meet highest
satisfaction level for services to customers by carrying out tasks professionally and politely.
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