Customer Service and Team Performance Analysis Report: Assessment 2

This report, titled "Assessment 2," analyzes various aspects of business operations including customer service, team performance, and customer relationship management (CRM). The report begins by examining Redbubble's customer service policies and procedures, highlighting key components that enable effective service delivery. It then delves into team performance, using a restaurant management kit as an example, and explores decision-making processes for overcoming problems and adapting services. The GROW coaching model is applied to address employee performance issues, time management challenges, and perfectionism. The report also explores CRM techniques, analyzing the components of a CRM model and their impact on customer relations. Furthermore, it presents solutions to customer complaints using a problem-solving model, providing practical strategies for addressing issues such as confused, angry customers, and communication breakdowns. The report is well-structured, utilizing models and examples to present comprehensive analysis and actionable insights.

Running head: ASSESSMENT 2
ASSESSMENT 2
Name of the Student:
Name of the University:
Author Note:
Table of Contents

1ASSESSMENT 2
Part 1: Deliver products and services to customer specifications within organization’s
business plan....................................................................................................................................3
1a. Customer Service Policies and Procedures............................................................................3
1b. Summary of the key components that enables Redbubble to deliver products and
services to their customer base in a better way............................................................................3
1c. Three things recommended in the pdf by the authors as a way of delivering service
excellence (Arden and Edwards 2017).......................................................................................4
Part 2: Team Performance...............................................................................................................4
2a. Restaurant Management Kit..................................................................................................4
2b. Making decision to overcome problems and to adapt the product and services by
consulting with appropriate people and group.............................................................................5
Part 3: Mentoring & Coaching using GROW model...................................................................5
1. Employees are inconsistent with their performance.............................................................5
2. Managing their time and prioritising effectively is difficult for them..................................6
3. Their focus is on delivering ‘Perfection’ rather than ‘Excellence’.......................................6
Part 4: Customer Relationship Management Techniques.............................................................6
4a. Customer Relationship Management.....................................................................................6
4b. Using the Customer Relationship Management (CRM) model shown below, describe
how each component helps..........................................................................................................7
4c. Organizational Policy & Organizational Procedures.............................................................8
4d. Possible solutions for the three customer complaints in Appendix 1 using the problem-
solving model provided below.....................................................................................................9

2ASSESSMENT 2
Appendix 1:...................................................................................................................................12
Problem 1: The Confused Consumer.........................................................................................12
Problem 2: The Angry Consumer..............................................................................................14
Problem 3: No Communication.................................................................................................16
Appendix 2:...................................................................................................................................18
GROW Model Template............................................................................................................18
References......................................................................................................................................19

3ASSESSMENT 2
Part 1: Deliver products and services to customer specifications within organization’s
business plan
1a. Customer Service Policies and Procedures
The Customer service policies of Redbubble are as follows (Redbubble 2017):
 Intellectual property (IP) and public rights (PR) policy
 Privacy Policy
 Varies Policies including the fine print of the content, members age, maturity of
the content, spamming, specific laws of certain countries, Return and exchange
policies and ethical policies.
The Customer service procedures provided by Redbubble are as follows:
 The customers can visit the company site and choose the product and order it
directly from there
 For the payment channel, the customers can follow the steps in the payment
and discounts section of the company website
 The company has a 90 days return policy, so the customer who wants to return
or exchange the product must do so following the proper steps.
1b. Summary of the key components that enables Redbubble to deliver products and
services to their customer base in a better way
All the policies including the IP and PR policy, privacy policy and the ethical policy
of the company ensures that the business is done in the correct format without raising any
further issues and the various products and services are provided by the company to the
customer in the best way possible. Whereas the procedures followed by the company ensures
that incase of any issue of difficulties that is faced by the customers gets noticed and worked
which further makes sure that the company do not end up losing its customers.

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1c. Three things recommended in the pdf by the authors as a way of delivering service
excellence (Arden and Edwards 2017)
1. Well defined overall personality of the company providing the service
2. The whole staff and employees are motivated enough to provide better quality service
3. All the processes and systems that happens in the company should have focus on both
the internal as well as external customers.
Part 2: Team Performance
2a. Restaurant Management Kit
The manager of a restaurant is responsible to make sure that it operates in the correct
manner by making sure that the Vision of the company remains true. For this the
management tools kit that is developed includes the followings:
 Tracking the Bill and the various discounts and offers
 Tracking the Stock and the inventories
 Items Availability alerts and orders reminders
 Reporting of the items in details
 Managing the Employees
 Management of the Feedback of the Customers
2b. Making decision to overcome problems and to adapt the product and services by
consulting with appropriate people and group
In order to make decisions in consultation with other people and group to overcome the
problems related to customer services and products, the following steps are followed:

5ASSESSMENT 2
 By defining the problem by asking relevant questions to oneself and the appropriate
people including what do you think are the causes of the existing problem?, feedback to
overcome it.
 If by asking the questions and working on it, the problems remains then repeat the
process with more questions till you get the whole description of the problem.
 After identifying the possible causes of the existing problems, find out the various
approaches as well as alternatives that will help in resolving the problem.
 From the identified approaches, select and implement the best plan.
 Keep Monitoring whether the plan is implemented in the correct format or not.
 Lastly, verify and check whether the problem has been corrected or not.
Part 3:Mentoring & Coaching using GROW model
Using the GROW coaching model as given in Appendix - 2, questions that one could
ask at each stage of the process for each of the following problem area are:
1. Employees are inconsistent with their performance.
Question 1: What is it that you as an employee really want?
Question 2: What kind of results are you expecting to achieve with this inconsistent
performance of yours?
Question 3: What has been your contribution to the team so far?
Question 4: Why didn’t you reach your target today?
Question 5: What according to you is missing that is affecting your performance?
2. Managing their time and prioritising effectively is difficult for them
Question 1: What is affecting your time management?

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Question 2: What should be the order of your priority?
Question 3: How much time would you need to sort your time management problems?
Question 4: What kind of resources and support do you need to turn things around?
3. Their focus is on delivering ‘Perfection’ rather than ‘Excellence’.
Question 1: What are the outcomes you are aiming to achieve?
Question 2: Are you doing what you are required to do?
Question3: What should have been the first step for you to take?
Question 4: What changes are you going to make and follow the following week?
Part 4:Customer Relationship Management Techniques
4a. Customer Relationship Management
Customer Relationship Management (CRM) refers to the strategy or an approach that
is adopted by various organizations to analyze the various information collected about the
customers along with their interactions and manage these data effectively (Khodakarami and
Chan 2014). The very aim of going with this strategy is to ensure improvement in the
relationship that a company shares with its customers and continue to grow the sales of its
products and services.
4b. Using the Customer Relationship Management (CRM) model shown below, describe
how each component helps

7ASSESSMENT 2
A CRM Model
Fig 1: CRM Model
(Source: Khodakarami and Chan 2014)
The various components of the CRM model shown above helps to research the
customer needs, strengthens the customer relations and identify the customer behavior as
follows:
Marketing: One of the important component of the CRM model is Marketing. Marketing
involves all the promotional and advertisement actives that a Company adopts to promote its
services and products. It involves the study as well as research on the potential customers and
once identified the target customers get assistance from the CRM model to make use of
effective strategies and implement them to get more customers in the market.
Sales: It deals with identifying the various customers of the products of the company from
the sales statistics and then act accordingly to increase the sales by improving the relations
with the customers.
Quality: The purpose of this component Quality is to evaluate the products that have
supplied in the market and then with the help of customer feedback improve the quality of the
products.
Public Relations: The main aim of PR is to ensure that the image and reputation of the
company is always good in the public view. The employees in the PR department ensures that

8ASSESSMENT 2
the company gets positive coverage in the media as customers always appreciate the positive
coverage of any company of their interest.
4c. Organizational Policy & Organizational Procedures
An organisational policy for handling customer complaints
One of the organizational policies of Redbubble for handling customer complaints is
the Intellectual Property and Publicity Rights Policy. The policy guarantees the protection of
the individual identity for commercial purposes without the consent of the individual. The
policy protects and guarantees that the content provided is original and authentic (Redbubble
2017).
Organizational procedures for handling customer complaints
The organizational procedures for handling customer complaints that Redbubble
follows is Notice and Takedown Procedure. The steps followed in this procedure is as
follows:
1. An authorized signature of the person the company has authorised to deal on is
behalf on the matters related to complaints.
2. Details of the infringed material as claimed by the customer
3. Details of the location including URL, where the infringed content has been
located
4. The contact details of the customer
5. An understatement provided by the customer stating the information is correct and
if found incorrect then will be faced with penalty
The difference between the two documents is that the stated policy make sure that the
content and product supplied to the customer is genuine and the problems of infringing and
other kinds of complaints won’t arise in the very first place. Whereas, the second document

9ASSESSMENT 2
that is the procedure provides the customers detailed steps to be followed by them in case any
kind of complaint arises.
4d. Possible solutions for the three customer complaints in Appendix 1 using the
problem-solving model provided below
Fig 2: Problem-solving Model
(Source: Created by the author)

10ASSESSMENT 2
Solution 1: The Confused Customer
The problem that exists over here is that the consumer, who is an elderly man has a
complain that he hears a loud clicking sound every time he drives his newly bought car. He
complained to the service manager of the dealership about the problem who took two weeks
to be solved again for the second time from the service manager end, but the old man still
hears the sound.
The plan to solve this problem will be that both the consumer as well as service
manager meets in the presence of the general manager and state out the points in front of him.
This plan can be carried out by all the three going out for the ride in the car altogether and the
general manager be the one carrying out the inspection. If the general manager personally
intervenes, the possibility of reaching to a solution will increase and both parties will be
satisfied.
Solution 2: The Angry Consumer
The problem in this case is between the woman who is angry and unsatisfied with the
carpet cleaning service and the service company owner. The company already provided the
discounted carpet cleaning service to the lady in her absence from her place and major
portions of the carpet is cleaned except the one spot as noticed by the lady. The plan to
counter this complain would be the owner sending the lady’s complaint and calling the crew
who did the cleaning and getting their point on the issue.
Since the consumer is important, the owner could send the same crew back to the lady
to check on the left stain on the carpet. If the crew are sure that they cleaned the spot, they
could directly and polity deal with the lady and provide her an offer of providing the service

11ASSESSMENT 2
with a slightly lesser cost that she would get from renting the machine in her presence. In this
way both the customer and the company will end up being satisfied.
Solution 3: No Communication
Here, the CPA Joe is lost and all his customers calls including the personal messages
are being forwarded to the receptionist Wendy, who is on maternity leave by the temp as told.
This angers Joe, who calls wendy for to provide justification for this. This leads to Wendy
blaming Pat from the book keeping on whose advice she has been doing this act. The
argument between Joe and Pat in front of the temporary receptionist makes her more weary
and leave the company.
The step that could have been followed her is that the Joe could have called wendy
and Pat in his cabin in the absence of the temp and had acted more maturely and
professionally by telling Wendy that she should not repeat the same mistake again and not
take his personal messages. Lastly, he should have warned Pat to not give wrong advice to
other employees and keep to his work.

12ASSESSMENT 2
Appendix 1:
Problem 1: The Confused Consumer
The Setup:
An elderly man purchases a top of the line new car from his local dealership. He signs the
required papers, pays for the vehicle and drives the car home to show off to neighbours,
family members and friends.
When the man drives the car to meet up with coffee friends each morning he keeps hearing a
loud clicking sound. His friends urge him to visit the dealership’s service department. He
drops the car off, attempts to explain the clicking sound and the dealership shuttles him home
where he waits for a call letting him know the car has been serviced. The man returns, thanks
the service manager who tells him “no charge” and drives off.
On his way home, again he hears the clicking sound and frustrated, once home, calls the
service manager.
Man: “You didn’t fix a thing! It still makes that sound!”
Service Manager “There’s not a thing wrong with that car sir, we checked everything.”

13ASSESSMENT 2
Man: “I want to speak to your supervisor right now!’
Service Manager: “He’s not in right now. Can I have him call you?”
Man: “What choice do I have but I better receive a call.”
The service manager forgets to give the message to his supervisor (the general manager) and
after a few days of waiting, the man returns to the dealership demanding his car be fixed
right, right now!
The general manager is still unaware of the problem and again the man is shuttled home to
await his car repairs. Believe it or not the above delivery of the “repaired” car and subsequent
conversations continue between the man and the service manager for two weeks and five
attempts to fix what the man hears as a clicking sound—the service manager holds to his
opinion—there is nothing wrong with the car. Beyond that, the above conversation now
includes shouting, some not-so-nice language from both and the man threatens to sue.

14ASSESSMENT 2
Problem 2: The Angry Consumer
The Setup:
A woman calls a carpet cleaning company to utilize a special coupon she received in the mail
to clean three carpets at a discounted price. The appointment is set and the cleaning crew
arrives on time and gets to work while the woman heads off to run some errands.
Upon returning home, the crew is gone and as she wanders through the areas cleaned, she
notices a large yellow stain the crew was unable to remove. She calls the owner of the carpet
cleaning company and begins to scream—immediately.
Woman: “I’ve been cheated and who even knows how long your crew was here? They didn’t
even clean the carpets correctly—I still have a huge yellow stain on one carpet! I will never
recommend your company—you don’t do what you promise.”
Owner: “Ma’am I’m sorry you’re unhappy but maybe you should have stayed onsite to make
sure the job was done to your satisfaction?”
Woman: “So it’s my job to make sure your crew cleans carpets correctly?”
Owner: “My crews are all great and I’m sure the stain could have never been removed! Do
you have a pet? Did your pet have an accident on the area you mention?”

15ASSESSMENT 2
Woman: “What? Your ad said 100 percent satisfaction guaranteed!”
Owner: “Well it was a discount coupon and if you read the back of the coupon it does state
the coupon is only good for one visit.”
Woman: “You gotta be kidding me,” and hangs up very unhappy she even shelled out the
money at all, grumbling, I should have rented one of those machines myself!

16ASSESSMENT 2
Problem 3: No Communication
The Setup:
Certified Public Accountant Joe is lost and it’s tax time! His trusted receptionist is out on
maternity leave and he’s asked a staff member to replace her with a local temp from an
agency. He hears from other employees that customers are calling them directly wondering
why Joe isn’t returning their calls and where are their tax returns - are getting a refund?
Joe to Temp: “You didn’t take or write down any messages for me since you’ve been here!”
Temp: “No sir, I have, I gave them all to Wendy in the mail department.”
Joe to Temp: “Why would you give them to Wendy? What did you think she’d do—mail
them to me?”
Temp: “Wendy was the one who hired me sir and she told me to give all messages to her,
especially yours.”
Joe Yelling “Wendy! Wendy! Get in here now! (Wendy arrives) “Did you tell the temp to
give all phone messages to you, especially mine?”
Wendy: “Yes sir, that’s what Pat in bookkeeping said you always did in the past.”

17ASSESSMENT 2
Next, Pat is called in and an argument ensues in front of the weary temp who cries and storms
off stating “she’ll never work in this office again!”

18ASSESSMENT 2
Appendix 2:
GROW Model Template
Coaching – GROW Model
Problems
Employees are inconsistent with their performance.
Managing their time and prioritising effectively is difficult for them
Their focus is on delivering ‘Perfection’ rather than ‘Excellence’.
G – Goal
What is it that you as an employee really want?
What kind of results are you expecting to achieve with this inconsistent
performance of yours?
What is affecting your time management?
What are the outcomes you are aiming to achieve?
R – Reality
What has been your contribution to the team so far?
Are you doing what you are required to do?
What should be the order of your priority?
O – Options
Why didn’t you reach your target today?
How much time would you need to sort your time management
problems?
What should have been the first step for you to take?
W – Will
What according to you is missing that is affecting your
performance?
What kind of resources and support do you need to turn things
around?
What changes are you going to make and follow the following
week?

19ASSESSMENT 2
References
Arden, T. and Edwards, S. (2017). [online] Available at:
http://www.customerserviceglobal.com/files/sample_bpgcsm.pdf [Accessed 23 Nov. 2017].
Khodakarami, F. and Chan, Y.E., 2014. Exploring the role of customer relationship
management (CRM) systems in customer knowledge creation. Information &
Management, 51(1), pp.27-42.
Redbubble. 2017. Redbubble IP/Publicity Rights Policy. [online] Available at:
https://help.redbubble.com/hc/en-us/articles/201579195-Redbubble-IP-Publicity-Rights-
Policy [Accessed 23 Nov. 2017].