MANAGE QUALITY CUSTOMER SERVICE TABLE OF CONTENTS
Added on 2021-02-21
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MANAGE QUALITYCUSTOMER SERVICE
TABLE OF CONTENTSActivity 1.........................................................................................................................................1a. What type of complaints you were received............................................................................1b. Methods use to ensure the about the quality, time and cost.....................................................1c. Methods to ensure of quality of product and services..............................................................1d. ways to monitor team performance..........................................................................................2e. Help the colleagues in overcome the difficulties in meeting customer service ......................2f. Ways to obtain customer service feedback ..............................................................................2g. Ways to manage the complaints .............................................................................................3h. Ways to manage records, reports and recommendations in the organisation system andprocess..........................................................................................................................................3TASK 2............................................................................................................................................31. Legislative and the regulatory context of company relevant to customer service...................32. Organisational policies and procedures of customer service that includes in handling thecustomer clients...........................................................................................................................43. Service standards and best practice models.............................................................................44. Public relations and product promotion...................................................................................4Activity 2.........................................................................................................................................71. Identification of management of quality customer service in bang on bike.........................72. Demonstrate the consideration of following points and the ability evidence..........................8Activity 3.......................................................................................................................................10REFERENCES..............................................................................................................................12REFERENCES..............................................................................................................................13
Activity 1a. What type of complaints you were receivedTypes of complaints is being received by the company that is to be about the service afirm is being provided that the customers may received the poor type of service from the firm. Asmany times the accessories may be missed and even the customer has done the prompt andcourteous response in telling about their problem at the same the company need to resolve theirissues. Even they may receive the complaints regarding the behaviour of the representatives asthese are regarding the personal and professional misconduct of the people in the firm. Shippingerror is also one of the complaints that is being received by the company as the product is beingdamaged while in the shipping.b. Methods use to ensure the about the quality, time and costThere are number of critical time the points that is to be taken into account as we go intothere is having more details in this plan as it is important to be clear from the starting as in orderto achieve the final deadline. Cost is also important method in budget as they are certainly beenresponsible for that the budget is not to be overspent. And it is very important to ensure about thequality of the product they are offering as the quality parameters is to be involved in project asthe quality in standards may be imposed from outside or need to devised internally (Vogus andMcClelland, 2016).c. Methods to ensure of quality of product and servicesIt is important to ensure the quality of products and services is within the specification ofbusiness plan as the products and services that is being produced and manufactured having thespecifications that is to be appropriate according to the price of the product and services that ishaving the operational view of quality for this it is important to build the trust with thecustomers as the business can never succeed if they are unable to build customers trust. Bang onbikes also try to make the efforts that they produce fewer customers complaints and return asthe high quality brands receives more repeat purchase (Wirtz and Lovelock, 2016).1
d. ways to monitor team performanceTeam monitoring to ensure about the quality as well as delivery standards as the qualityof customer services is an important factor in nurturing the positive customer loyalty so it isimportant for the Bang in Bikes that need to ensure the interactions of customer in the companyis being handled efficiently to make the customers satisfied some ways are making the quality asnorm, while the personal experience of the customers can not be captured completely andanalysed for this the survey is to be done such as call recordings, customer e-mails, social mediais to be surveyed so that company may have the better idea. It is important to monitor that whichemployee is taking the active initiatives (Vogus and McClelland, 2016). e. Help the colleagues in overcome the difficulties in meeting customer service Helping the colleagues to overcome in meeting the customer service standards may timethe employees have to handle the multiple customers at same time that time the other colleaguescan handle the several customers so that one can satisfy the customer. Many times customers askfor the discount and it becomes difficult to say no than at this point another colleague can say noand offer them other complimentary things that the company can offer. As a second in chargecan hire problem solvers who is essentially good in problem solving and can deliver goodservice. Also he should encourage the active listening as it is the best skill that is being necessaryin deliver good service.f. Ways to obtain customer service feedback It is essential for the company to obtain the feedback so that they can improve in the areas wherethey are lacking for this it is important to obtain the feedback that is being obtained by thecustomer feedback surveys as it is not easy task as it requires many potential questions that is tobe asked at the same need to be careful in this approach. Another way is to email and fill thecustomers contact forms as E-mail is one of valuable way in gathering the information. Mainelements to be focus on soliciting the feedback through mail is that assure the customers with thespeedy response. Create an organised system of customer feedback at the same need to follow upon emails.2
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