BSBCUS403: Customer Service Standards Implementation Analysis Report

This report addresses the implementation of customer service standards, analyzing customer feedback to identify areas for improvement. It focuses on enhancing communication skills and product knowledge of staff, as well as improving teamwork. Recommendations include staff training, creation of product manuals, and strategies for conflict resolution and morale boosting. An implementation plan outlines specific actions, priorities, timelines, and performance indicators for these improvements, aiming to enhance overall customer satisfaction and encourage repeat business. Desklib provides solved assignments and past papers for students.

BSBCU403 Implement
Customer Service
Standards

Table of Contents
MAIN BODY...................................................................................................................................3
Provide recommendations for the changes or enhancements of the identified skills..................3
Develop an implementation plan................................................................................................4

MAIN BODY
Provide recommendations for the changes or enhancements of the identified skills.
On collecting feedbacks from the customers, the company received following
information.
Its is clearly viewed that firm was able to satisfy the needs of customers. But 33 %
showed negative results this may be because the staff members at floor were not able to
communicate with them properly. But it is viewed that on the whole they were able to provide
guidance to the clients and that was also helpful for them . Only few were not satisfied by the
service. Also, the customers are satisfied with the price by the firm. Their were problems in
providing specifications about the product to the people which impacted the satisfaction of the
consumer. The biggest safe point of the firm and advantage too, is that it is located at such a
situation which is easily accessible to the customers. Many of the workers of the firm were not
able to guide the customers about the product they should take. It account for 30% in the
business. On whole, mostly, clients feel that the service was good and the staff members are able
to provide appropriate knowledge to people. 71% persons were ready to visit the pharmacy again
but the remaining people were not conformable to prefer them in future. It is very important to
address to the problems faced by them.
The company identified some problems that are hindering their customer experience. It is
necessary for it to counter down these problems by arranging some solutions for them. Following
are the problems identified by the firm along with their solutions.
Communication skills / product knowledge of floor staff and pharmacists
The customers felt that the staff members of the pharmacy were not able to communicate
with them properly because they were not having proper knowledge of the staff members and
also lacks information regarding the pharmaceutical products. It can be resolved by following
solutions.
 Providing training to the staff – it is very important to provide knowledge about the
products, their uses and the type of customers who can use it. This can be done by giving
proper training to them.

 Preparing product manuals- The company can also prepare a brochure which consists
of the complete details about the all the products which can be used any time for
checking out the specifications of the product and the manner it is used by the clients.
Effective team work
It is also analysed that the workers of the pharmacy is not able to coordinate with each
other properly. Following suggestions are required to be followed.
 Solving problems among them – The very thing is to solve problem occurring among
them. This will help in bringing efficiency in their work and embracing coordination in
work.
 Increasing their morale – The managers should keep motivating the staff members for
handling their task more efficiently. This will help in making the team more effective.
By following the above mentioned recommendations, the company can improve the
performance of the company.
Develop an implementation plan.
Implementation plan on Customer Service Strategies
Strategies
(what)
Actions (How) Priority
(H/M/L)
Time frames
(when)
Performance
indicators
Training on
product
knowledge
Daily 2 hours training for
all shifts
H Within 3 weeks
from 25/11/2021
Positive customer
feedback on product
knowledge
improved by 8%
Preparation of
product manual
Sorting all the products
and recording knowledge
related to them
M Within the
completion of
month of December
Manual helped the
new employees in
generating
information about
the product at the
time of need.
Solving
problems
among them
By analysing the
situation and interacting
to them about the
H Immediately at the
time of its
The conflicts among
the employees

problems faced by them occurrence reduced to 50%
Increasing their
morale
By appreciating their
improvements and
motivating them to do
more effective work.
M Motivating the
work on regular
and continuous
basis.
The customers were
more satisfied with
the behaviour and
knowledge of the
staff members.