Effective Customer Service Strategies for Desklib

Running head: CUSTOMER SERVICE
CUSTOMER SERVICE
Name of the Student
Name of the University
Author Note

1CUSTOMER SERVICE
Table of Contents
A1: Written Activity........................................................................................................................2
Task 1...........................................................................................................................................2
Task 2...........................................................................................................................................5
A2- Demonstration..........................................................................................................................9
Managing quality service at work Procedure..............................................................................9
A3: Short answers..........................................................................................................................12
Answer to Question 1:...............................................................................................................12
Answer to Question 2................................................................................................................13
Answer to Question 3................................................................................................................13
Answer to Question 4................................................................................................................13
Answer to Question 5................................................................................................................14
Answer to Question 6:...............................................................................................................14
Answer to Question 7:...............................................................................................................14
Answer to Question 8:...............................................................................................................15
References......................................................................................................................................16
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2CUSTOMER SERVICE
A1: Written Activity
Task 1
Introduction
The customers can be described as the most crucial aspect of the organization and it is
very important that the different custom complaints are effectively dealt with and the customers
are given no future scope for complaints (Kursunluoglu 2014). The given report will be
identifying the different complaints received by Bang on Bikes.
Type of complaints received
The complaints which have been received by the company are based on the quality of the
services being provided by the organization. The complaints stated that the staff members of the
company are not polite, they were not being provided with adequate post sales services and that
they were constantly receiving calls from the company in regard to the new offers which tends to
disturb them during their work hours or family time.
Methods to ensure that plan meets quality, cost and time specifications
The given method can be largely adopted to ensure that the methods of customer service
meet quality, time and cost specifications (Cook 2017).
1. Inspiring and mobilizing team members
The team members who are largely involved in the business need to be inspired and
motivated continuously in order to ensure that they are largely motivated.
2. Formulating culture
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3CUSTOMER SERVICE
The culture of the organizational team members needs to be effectively maintained.
3. Clear communication
The communication in the organization needs to be very clear in nature.
How to ensure that delivery of quality products are ensured
In order to ensure that quality products are ensured the following steps need to be taken:
 Understanding client needs
 Establishing rapport
 Showing interest in the customers
 Treating the customers well
 Ensuring good products
Monitoring team performance
The given procedure needs to be maintained in order to monitor the team performance:
1. Identifying the poor performers. This shall assist in the understanding of the main targets.
2. Addressing of the poor performers needs to be done effectively (Hill and Brierley 2017).
3. Providing regular feedback is the primary step after identifying the poor performers.
4. Supporting of the team members by ensuring reinforcing of performance excellence
Helping colleagues
The colleagues may be helped in the following manner:
 Training: The colleagues can be trained informally.
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