Manage Quality Customer Service

This study aims to develop a customer service plan that can help to achieve better customer satisfaction through better customer support, maintaining the standard of customer service, understanding the customer needs, develop better standards of customer service and identify strategies to handle customer complaints, getting feedbacks from customers, planning for unforeseen events and outlining the key performance indicators for customer service.

Running head: MANAGE QUALITY CUSTOMER SERVICE
Manage Quality Customer Service
Name of the Student
Name of the University
Author Note

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Contents
Part A: Customer Service Plan...................................................................................................2
Introduction:...........................................................................................................................2
Customer Service Vision and Mission of the Organization:..................................................2
My Customer Service Standards:...........................................................................................2
Customer needs according to the RATER model:.................................................................3
Responding or handling customer complaints:......................................................................4
Obtaining customer feedbacks:..............................................................................................5
Plan B for unforeseen events:................................................................................................5
KPI for staff related to customer service:..............................................................................5
Part B: Role Play Script.............................................................................................................6
References:.................................................................................................................................9

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Part A: Customer Service Plan
Introduction:
Customer service is an important aspect of a service industry, which helps to maintain
the customer centricity of the service, helps to improve the satisfaction of the customers
through better identification and addressing of the needs and expectations of the customer
(Aryee et al., 2015; Daugherty et al., 2018).
The aim of this study is to develop a customer service plan that can help to achieve
better customer satisfaction through better customer support, maintaining the standard of
customer service, understanding the customer needs, develop better standards of customer
service and identify strategies to handle customer complaints, getting feedbacks from
customers, planning for unforeseen events and outlining the key performance indicators for
customer service (Ding et al., 2017; Powers et al., 2017).
Customer Service Vision and Mission of the Organization:
The service vision and mission of my organization is to ensure better customer
satisfaction through better service delivery and service standards and also ensure improved
job satisfaction of the employees through positive working environment (Zhuang & Babin,
2015).
My Customer Service Standards:
The standards of service that are implemented in my organization include:
Improved delivery of service: The service aims towards better delivery of service through
incorporation of service delivery partners and improving access to the service (Conway &
Briner, 2015).

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Competitive pricing strategies: The organization also aims to improve the service standard
through competitive pricing, keeping the costs of the service at the lower end of the industry
standard to attract more customers (Cusumano et al., 2015).
Better quality of service: By providing services that are in accordance to the international
standards, the organization aims to foster better customer loyalty (Dabholkar, 2015).
In addition to the standards mentioned above the organization aims to maintain the
following three aspects for better service delivery and better quality of service:
Timeliness: The service would be provided in a timely manner, adhering to a fixed
turnaround time for resolution (24 to 48 hours) (Brydon et al., 2017).
Accuracy: The service provided would also be accurate, with correct solutions being provided
for the customer’s problems. The accuracy can be maintained by following protocols for
diagnosing the customer’s concerns and reach a proper solution to it (Brach et al., 2015).
Appropriateness: This is another aspect that ensures that the solution and service is
appropriate according to the customer’s need and expectations. To ensure this, the
organization has strong practice of following protocols of service delivery (Wong et al.,
2015).
Customer needs according to the RATER model:
The needs and expectations of the customers can be explained using the RATER
model, where RATER stands for Reliability, Assurance, Tangibles, Empathy and
Responsiveness (Casabianca et al., 2017). In the context of my organization, this model has
the following implications:

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The service should foremost be reliable for the customer, and ensure that the customer
can depend upon the service to help him/her whenever they approach or contact for any
assistance. Also, the resolutions given should also be reliable and dependable.
Assurance should be given to the customers on every interaction that their problems
or concerns would be assisted with and they would receive the help and support that they
need and are entitled to.
The outcome of the service should be tangible, that is the customer should be able to
experience an improvement or the resolution of the problem first hand, and thus understand
the effectiveness and efficacy of the service.
The customer support should also should be able to show empathy towards the
customers, giving them the impression that the customer support personnel is able to
understand the customer’s problem as his won and thus imply a sincere effort to assist and
help the customer.
Responsiveness is also an important factor in customer service that ensures the service
is responsive to the customer needs and responds to the queries and concerns of the customer
in an appropriate and effective manner.
(Engelhard et al., 2018)
Responding or handling customer complaints:
 Providing customers a case number for each complaint registered
 Providing contact information of case managers who would be handling the case
 Giving them a turnaround time for resolution of the complaint
 Providing them methods to follow-up on the complaint using the case number
 Keeping the customer updated on the case

5MANAGE QUALITY CUSTOMER SERVICE
 Providing information to customer for escalation if their concerns are not met
(Shooshtari et al., 2018)
Obtaining customer feedbacks:
Customer feedback can be obtained through the following ways:
 Feedback questionnaire sent on emails
 Taking telephonic feedbacks whenever possible
(Afzal, 2018)
Plan B for unforeseen events:
In case the service was not able to address the customer needs or expectations, the
customer can be provided with options to escalate the case, ask for refund for payment or get
the option for free service extensions.
KPI for staff related to customer service:
The customer service personnel would be responsible for interactions with the
customer, develop an interpersonal relation, understand their concerns, needs and
expectations and inform them of the mode and procedures of the service delivery, along with
the turnaround time (Koehler et al., 2017).
The case managers would be responsible to ensure that all the turnaround time are
being met, and all the customer’s needs are addressed (Marchesani et al., 2017).
Escalation managers would respond to the grievances of the customer towards the
service and try to de-escalate the issue and retain the customer by giving them compensatory
services, bonuses or discounts (Zhu et al., 2017).

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Part B: Role Play Script
Customer Complaint: A customer walks into the store, complaining that internet and
phone was not working for the last few days, as a result of which she was neither able to
work on her computer or even watch television (which was also connected to her internet).
She was very much frustrated since she was not able to receive important phone calls which
she was expecting the last few days. She came into the store informing that she urgently
needs to problem solved as she wants to watch an important show that was coming up day
after tomorrow, and said that if the problem is not resolved she will go for another service
provider.
Customer: When I bought your service I was assured that this was the best service that money
could buy. I was promised of a high speed internet and a free subscription for television
channels. However, my internet connection has been very slow since the last week, youtube
takes forever to buffer, pages do not open up and now I am not able to watch television
either. What is going on?
Customer Support: I am really sorry for your inconvenience ma’am. I see that you are facing
problems with the internet connection being very slow and also unable to watch television
through your subscription. I also understand that buffering on youtube being very slow on
your computer, and you have been facing the problem since the last one week, as per your
information.
Customer: Yes and I do not think I want to continue using your service any longer and rather
give another service provider a chance who would appreciate me as a customer.
Customer Support: Once again I sincerely apologize for the inconvenience caused, however, I
would like to assure you that I do understand your frustration, and I am here to assist you and

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help to resolve the problem at the earliest. Would it be okay if I ask you few questions so that
I understand the exact nature of the problem and thus get to a proper diagnosis and
resolution?
Customer: No I am fed up with your service, I do not think you will be able to assist me with
this problem, so I think its better I go for another service.
Customer Support: I am very sorry to hear about your bad experience with us, however I am
more than eager to help you, if you could allow me some time to get to the bottom of this
problem. However, if you would like to talk to a manager, I can also connect the call to my
manager if you wish to escalate.
Customer: I have some time, so go ahead and ask me what you want to know.
Customer support: Have you faced this issue before, or is this the first time you faced this
problem? And have you complained regarding this issue before?
Customer: No I got the internet connection last month, and this is the first time I am facing
this problem since last week.
Customer: Go ahead please.
Customer Support: Was the internet and television connection working fine before a week
ago? Or were you facing the problems then too?
Customer: It started last week after there was a thunderstorm in my area.
Customer Support: And are you using laptop or a desktop to connect to the internet?
Customer: laptop

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Customer Support: Thank you so much for the information. I noted all these information, and
have created a complaint number which is xxxxxx-xx. Out technical team will be looking
into this matter right away and in 24 hours, I shall give you a call with an update on this
problem.
Customer: Yes, but will my problem be resolved?
Customer Support: I assure you that we will do everything that is needed to help you on this.
I shall personally follow up with the technical team regarding this and shall keep updating
you accordingly. You can also call in any time you want, and reach me on my extension (-
xxx). If you think that we are unable to address your concerns, you can also approach our
case managers with the case number I gave you.
Customer: How long before the problem gets fixed?
Customer Support: Within 24 hours the technical team will look into the matter, and we will
dispatch technicians to your house to fix the problem. I shall notify you before the technicians
arrive. However, it would be helpful if you let us know the best time to contact you and the
approximate timeframe when you or anyone else might be available at home for the
technician’s visit.
Customer: I am available all day on phone, and the technician can come tomorrow anytime
between 9am to 9pm.
Customer Support: Thank you ma’am for the information. Is there anything else I may assist
you with?
Customer: No
Follow-up #1:

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Customer Support: I ma’am, this is the customer support from X service provider.
Customer: Hi
Customer Support: I wanted to inform you that the technicians will be reaching your home at
10 am to fix the internet problem. I would request you or anyone else to be present at home to
check the resolution after they have completed their work. If you have any queries you can let
me know or you can call us on the toll free number anytime you wish.
Customer: Thanks, I do not have any queries as of now, I just wish the internet starts working
again.
Customer Support: Don’t worry ma’am, we will get the problem resolved by today for sure.
Customer Support: Thank you once again for your time.
Followup #2:
Customer Support: I ma’am, this is the customer support from X service provider. I wanted to
check if your internet and television connection is working fine.
Customer: Yes the technicians left just an hour ago, they were very skilled and also informed
me why the problem occurred. They fixed everything, and now everything is working fine.
Customer Support: That’s good to hear.
Customer support: Since everything is working fine, do we have your permission to close the
case?
Customer: Sure
Customer Support: tahanks. If you face any further issues with the internet in the next 48
hours, you can still use the same case number and call us on the toll free number to reach us.

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Customer Support: Thank you so much for your time and patience.
Customer: Thank you too.

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