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Case Study: Customer Service Standards and Outsourcing

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Added on  2019-12-28

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Compliance and advice 4 Case study: 2 5 A. Compliance and advice 4 Case study: 2 5 A. Review and implementation9 Case study: 4 9 a) Taxation requirement 9 (1)9 b) Legislative requirements 10 c.) Operational requirements for consultancy11 d). Customer service requirements11 Case study: 5 11 a) 11 b) 12 c) 12 d) 13 Case study 6 13 A. Moreover, Giovanni's claimed that he had not received proper information about the tax liability through

Case Study: Customer Service Standards and Outsourcing

   Added on 2019-12-28

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Case Study: Customer Service Standards and Outsourcing_1
Table of ContentsCase study:1..........................................................................................................................................3A. Customer service standards .......................................................................................................3B. Work roles and responsibilities ..................................................................................................3C. Organizational vision, mission and procedure............................................................................4D. Compliance and advice ..............................................................................................................4Case study: 2.........................................................................................................................................5A. Outsourcing considerations ........................................................................................................5B. Tendering processing...................................................................................................................5C. Performance reviews ..................................................................................................................6D. Teamwork and communication ..................................................................................................6Case study: 3.........................................................................................................................................7A. Financial strategy........................................................................................................................7B. Product selection ........................................................................................................................7C. Service providers ........................................................................................................................8D. Review and implementation .....................................................................................................9Case study: 4.........................................................................................................................................9a) Taxation requirement...................................................................................................................9(1).....................................................................................................................................................9b) Legislative requirements...........................................................................................................10c.) Operational requirements .........................................................................................................11d). Customer service requirements ...............................................................................................11Case study: 5.......................................................................................................................................11a)....................................................................................................................................................11b)....................................................................................................................................................12c)....................................................................................................................................................12d)....................................................................................................................................................13Case study 6........................................................................................................................................13A. ...................................................................................................................................................13B. ...................................................................................................................................................14C.....................................................................................................................................................14D.....................................................................................................................................................152
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CASE STUDY:1A. Customer service standards 1. In accordance with the given case scenario business institution should make focus on face to facediscussion. Moreover, Giovanni's claimed that he had not received proper information about the taxliability through the means of mail. In this, by discussing the each aspect in meeting andmaintaining the proper record of it firm can overcome such situation. 2. On the basis of cited case situation, in the second mail firm failed to incorporate all the requiredinformation. This one of the main examples which clearly reflect the poor performance aspects ofthe firm. Moreover, due to the absence of evidence business unit failed to proves the availability ofGiovanni's.3. It is recommended to the firm to organize workshops for the employees to develop the abilityamong the personnel in relation to the proper documentation. This in turn helps in enhancing theperformance of institution to the large extent. B. Work roles and responsibilities 1. The given case situation clearly entails that employee of the firm is accountable who handled theGiovanni's problem. Moreover, in this, mail was sent by the personnel but he failed to mentioned allthe necessary details regarding the tax obligations. In this, Giovanni's claimed that he not receivedwith information earlier regarding the tax liabilities. 2. Case entails that financial situation of Giovanni's is good. Moreover, he is owner of wedgwoodbusiness and also involved in offering services being a fund manager. Along with this, he alsoearns income from the services delivered by it as a cardiologists. Hence, by taking into account allsuch aspects it can be said that Giovanni's is financially sound. In this, for providing Giovanni;swith the suitable information employee needs to consult with his line manager. In this way, servicesof expert will provide suitable direction to the client about the tax obligations. Thus, Giovanni'srequire the services of expert which in turn provides information to him about the tax deductionsenjoy by the old age people in term of financials or taxation.3. Being a advisor, roles and responsibilities include to gather enough data about the about theincome aspect of Giovanni'. Thereafter, I will make evaluation of the tax laws and legislation to3
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assess the deduction which comes under the category of the people who are over 65 years. Further,to manage such situation I will organize meeting with the documentary evidence. In this way, onecan deliver effectual and satisfactorily services to the customers. C. Organizational vision, mission and procedure1. For the purpose of ongoing improvement it is recommended to the firm to make improvement inthe documentary process. Besides this, to elicit suggestions from the staff business unit willintroduce feedback system. Further, to sell or manage the proposed changes institution will conducttraining and development session for them. 2. In order to develop effectual relationship with Giovanni firm needs to conduct periodicalmeeting. This in turn offers opportunity to the firm to present their views and understand the pointof views of client. Hence, by this harmonious relationship can be developed by the firm withGiovanni.3. In the case, it can be clearly seen that Giovanni had made complaint to the firm that he was notprovided with the proper information regarding the tax obligations. Thus, to handle this situationfirm has taken the assistance from IT specialist. In this, by recovering all the mails in relation to thecommunication between Giovanni and firm's line manager has made efforts in relation to theassessing the loopholes. In this way, significant action has been taken by the consultancy businessunit with the aim to meet the concern of Giovanni.D. Compliance and advice 1. Inconsistencies which are prevailed in the given case study related to the fact that advisor failedto maintain proper record of data. In addition to this, advisor also had not taken advise from his linemanager before providing solution and obligation to Giovanni. In this regard, consultancy firm canresolve such issue by organizing the training session. 2. Being an advisor to test and assess the integrity of the information I would make evaluation ofdata supplied in against to the voucher.3. To overcome the issue of Giovanni non-compliance I will organize meeting and make aware toGiovanni regarding the tax deduction get by the person who has completed the age of 65. Thus, bytaking such action firm can encourage Giovanni for better compliance.4
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