Customer Satisfaction and Service Quality

The provided document is an analysis of customer satisfaction and service quality in a business context. It highlights the significance of responsible, responsive, and knowledgeable services, as well as proper training and development of employees. The assignment also emphasizes the importance of efficient plan design, management mechanism for effective reports, and recommendation to track performance. It concludes by stating that all types of information must be carried out to analyze organization performance.

MANAGE QUALITY
CUSTOMER SERVICE

TABLE OF CONTENTS
Activity 1.........................................................................................................................................1
a. What type of complaints you were received............................................................................1
b. Methods use to ensure the about the quality, time and cost.....................................................1
c. Methods to ensure of quality of product and services..............................................................1
d. ways to monitor team performance..........................................................................................2
e. Help the colleagues in overcome the difficulties in meeting customer service ......................2
f. Ways to obtain customer service feedback ..............................................................................2
g. Ways to manage the complaints .............................................................................................3
h. Ways to manage records, reports and recommendations in the organisation system and
process..........................................................................................................................................3
TASK 2............................................................................................................................................3
1. Legislative and the regulatory context of company relevant to customer service...................3
2. Organisational policies and procedures of customer service that includes in handling the
customer clients...........................................................................................................................4
3. Service standards and best practice models.............................................................................4
4. Public relations and product promotion...................................................................................4
Activity 2.........................................................................................................................................7
1. Identification of management of quality customer service in bang on bike.........................7
2. Demonstrate the consideration of following points and the ability evidence..........................8
Activity 3.......................................................................................................................................10
REFERENCES..............................................................................................................................12
REFERENCES..............................................................................................................................13

Activity 1
a. What type of complaints you were received
Types of complaints is being received by the company that is to be about the service a
firm is being provided that the customers may received the poor type of service from the firm. As
many times the accessories may be missed and even the customer has done the prompt and
courteous response in telling about their problem at the same the company need to resolve their
issues. Even they may receive the complaints regarding the behaviour of the representatives as
these are regarding the personal and professional misconduct of the people in the firm. Shipping
error is also one of the complaints that is being received by the company as the product is being
damaged while in the shipping.
b. Methods use to ensure the about the quality, time and cost
There are number of critical time the points that is to be taken into account as we go into
there is having more details in this plan as it is important to be clear from the starting as in order
to achieve the final deadline. Cost is also important method in budget as they are certainly been
responsible for that the budget is not to be overspent. And it is very important to ensure about the
quality of the product they are offering as the quality parameters is to be involved in project as
the quality in standards may be imposed from outside or need to devised internally (Vogus and
McClelland, 2016).
c. Methods to ensure of quality of product and services
It is important to ensure the quality of products and services is within the specification of
business plan as the products and services that is being produced and manufactured having the
specifications that is to be appropriate according to the price of the product and services that is
having the operational view of quality for this it is important to build the trust with the
customers as the business can never succeed if they are unable to build customers trust. Bang on
bikes also try to make the efforts that they produce fewer customers complaints and return as
the high quality brands receives more repeat purchase (Wirtz and Lovelock, 2016).
1

d. ways to monitor team performance
Team monitoring to ensure about the quality as well as delivery standards as the quality
of customer services is an important factor in nurturing the positive customer loyalty so it is
important for the Bang in Bikes that need to ensure the interactions of customer in the company
is being handled efficiently to make the customers satisfied some ways are making the quality as
norm, while the personal experience of the customers can not be captured completely and
analysed for this the survey is to be done such as call recordings, customer e-mails, social media
is to be surveyed so that company may have the better idea. It is important to monitor that which
employee 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 time
the employees have to handle the multiple customers at same time that time the other colleagues
can handle the several customers so that one can satisfy the customer. Many times customers ask
for the discount and it becomes difficult to say no than at this point another colleague can say no
and offer them other complimentary things that the company can offer. As a second in charge
can hire problem solvers who is essentially good in problem solving and can deliver good
service. Also he should encourage the active listening as it is the best skill that is being necessary
in 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 where
they are lacking for this it is important to obtain the feedback that is being obtained by the
customer feedback surveys as it is not easy task as it requires many potential questions that is to
be asked at the same need to be careful in this approach. Another way is to email and fill the
customers contact forms as E-mail is one of valuable way in gathering the information. Main
elements to be focus on soliciting the feedback through mail is that assure the customers with the
speedy response. Create an organised system of customer feedback at the same need to follow up
on emails.
2

g. Ways to manage the complaints
In this era it is very important for the organisation to manage the complaints and adapt the
services of the customers products for this it is important strengthen the skills of customer
service that the customer service department having the right skills in managing the customer
needs. As every customer is different as some may even change according to the time, as the
second in charge of the company need to handle the customers' mood and adapt accordingly.
This includes the willingness to learn and gives the good customer service in the continuous
learning process. As an in charge look at every touch point because the bad experience of
customers can ruin the relationship and make sure that they understand the full view of the
customer experience (Thakur and Workman, 2016).
h. Ways to manage records, reports and recommendations in the organisation system and process
Bang on bikes have to manage the records, reports as well as recommendations in their
system as it helps the company in improving itself as this can be maintain through the
correspondence record it includes letter, circular, notice etc. it is written matter of office can be
done through filling. Personal record can relate to the personal as well as employees information,
all these can be stored in the personnel record. Records that is being related to the financial
aspect of the organisation that involves the invoices and cash memos is to be maintained in the
accounting record.
TASK 2
1. Legislative and the regulatory context of company relevant to customer service
Legislative and the regulatory acts of the company that is being relevant for the customer
service are trade practices act it covers the trade and the business relations to cross the
boundaries of state. There should not be any misleading advertising as well as the
representations, there is having the creation of restrictive trade policies that includes monopolies
and the unfair barriers. State consumer legislation also covers the various trade practices that is
to be implied in the state boundaries. Warranties and the conditions of sales is to be there. Safety
standards is to be follow as the bicycle industry develop the series of performance standards as it
enhance the safety of bicycles (Nyadzayo and Khajehzadeh, 2016).
3

2. Organisational policies and procedures of customer service that includes in handling the
customer clients.
As the second in charge of the company there is need to frame the procedures as well as
policies for the company to handle the customer clients as the companies who wants to go better
need to improve their process and understand the importance of customer feedback and look
forward in the way to encourage and capture what the customer says. The best tact is that to have
the quickly get on the phone if there is any mistake from the customer side. Apologies and
thanks is the term that can sort even the big issues in calm way. A customer and the employees
values the company that owns up in lapses and apologies it is the best thing to do when the
problem is solved.
3. Service standards and best practice models
Service standards are the most important for the customers or for the potential customers
it is also for the employees and management of the business as this helps to define that what the
customers can expect to remind the good management. Best practices the company can do is that
they hire the right people and treat them well so that they can retain them. Correctly manage the
customer the expectations of the customers as the customers expects the world but do promise to
them that the world is not the best tactic instead of this tell the customer what they can expect
from you and then try to work hard to exceed their expectations (Kushwaha and Agrawal, 2015).
4. Public relations and product promotion
Public relation is the process of generating positive media for the coverage of the
company as it results in increased good that is being felt towards a company to their target
audience of the consumers as it promotes the products and the services that requires to create the
list of media contacts. For the business it is very important to maintain the public relations
through this mode they can promote their products. Product promotion refers to the type of
marketing communication that is used to inform or persuade the target audience and the aim of
the production is to increase the awareness, create the interest, generate the sales and create the
brand loyalty.
5.
 listening to requirement of the customer of what they want .
4

 Apologize when you commit mistake.
 Acknowledge the power of positivity.
 stay patient and take them seriously.
6.
a.
the behaviour of consumer to select the organization of how to select the profundity organization
to satisfy the needs and wants of consumer. This helps in identification of motives of consumer
what they really want and how will be they pursued.
b.
To identify the needs of the consumer and according to what are the major requirement of
assigning what can be preferred to buy and with which consumer.
c.
the relationship that a business organization used to develop with the consumer to develop the
plan and the working of organization as to achieve the success in the market and the product
development(Kiran and Diljit, 2017.)..
d.
the bang bike is providing a large variety of product to the consumer as for the development of
the business organization as to operate efficient in the market. the different services are for the
different section of society.
e.
the identification of problem is that the company of customer are not resolved. Late responding
due to the lack of training among the employees. The employee can't understand the problem of
employees nor there needs.
f.
More training and development of employees so the staff members can easily analyse the need of
customer and the knowledge about the product.
Performance appraisal of the employee's that they feel motivated and perform well in the
organization can contribute in efficiency and effectiveness of organization.
g.
proper accounting of the information has to be recorded by the management so the company as
to analyse the performance of the employee and the past history date of customer so that the
buying behaviour of the customer can be analysed and the companion for the performance
evaluation can be done.
h.
5

 Existing data evaluation
 interviewing stakeholders.
 Social media scan
 customer relationship management.
Through mangers will try to analyse data to develop insight knowledge for the past records and
providing them service according there past history of purchasing and service.
g.
 customer feed back form to be filled by existing customers.
 Survey on new customer from e-mail survey by bang on bike.
 Social networking channels monitoring.
 Measurement of customer service performance keeping various principles in mind.
6

Activity 2
1. Identification of management of quality customer service in bang on bike.
a.
The needs of the customers regarding bike are
 comfortable- customer needs that there should be comforted is assessing bike from bang
on bike. The bike needed to have the comfort in riding to customer(Kiran and Diljit,
2017.)..
 Reliable- the quality of product should good and fair in price.
 Empathy- the customer should have proper feed back service from the Bang on bike.
b.
 Quality- the quality of product should be good that it can retain maximum customer.
 time- effectiveness can only be there as the order being completed in minimum time
 cost specification- there should be different range of bike for the different category such
as athlete, rider and many more.
c.
Attendance and time of employee working hours and accountability for responsibility
Measurement of efficiency and effectiveness by review progress of work on regular basis.
Quality of work performed and analyse the overall productivity of team.
d.
 Formative assessment- get the way of instruction level relies on limited skill quick test
 Frequent evaluation- continuous evaluation of work and employees by bang on bike..
 Observation through interaction- frequent interaction with employees to analyse the
performance.
e.
 customer feed back form to be filled by existing customers.
 Survey on new customer from e-mail survey by bang on bike.
 Social networking channels monitoring.
 Measurement of customer service performance keeping various principles in mind.
f.
Proper procurement of the resource will be done by the proper allocation of resources by
placing them in right place. The stages of procurement will be completed with completion of
stages of document preparation, order preparation, delivery, and resources preparation.
g.
 The resource can be used effectively by proper allocation and utilization of resources.
7

 The management can be done by preparation of budget, projects, supplies and
equipments.
 Proper waste management reduces the risk and improve the decision-making progress.
h.
 Identification of problem in bang on bike and defining the goal to achieve through
brainstorming.
 Assessing the alternatives and choosing the best solution so the quality of customer
service can be maintained.
 Implementation of plan and continuous evaluation.
i.
After the implementation of plan a continuous evaluation will have the record of
activities including all receipt, bills maintenance and disposal of records as to evaluate the
performance of bang on bike from the historical and fiscal data as to provide the quality
customer service to customer(Kiran and Diljit, 2017.).
2. Demonstrate the consideration of following points and the ability evidence.
a.
Proper feedback should be taken form the exiting and targeting customer through the various
sources by the help of research and development department. The feedback should examine the
needs, expectation and level of satisfaction of customer in both informal and formal research.
Identify the problem from feedback and opportunities to solve the issue.
b.
According to develop plan the policies of the company had been changes as proper
feedback of after sales will be. The quality of service to retain the employee and customer will be
there. The efficiency is to be monitored.
c.
 Policies will be quick response to the customer.
 Training of employees
 Develop the policy according to feedback modification.
d.
 Delegation of authority and quick monitoring by evaluating the needs of customer will
help in the fixation of complex problem.
 Have better understanding of customer and the product offered to them.
8

e.
The trained employee should have the quick response on the needs of the customer. The
employee should have better knowledge about needs of customer and the product offered to
them. The 2 in charge should motivate the employees for there effective work.
f.
there should be the effective combination of human resource and physical resource so
that proper allocation and utilization of resources can be done. The employees should have
enough training so that they can understand customer as well as product and offer suitable to
one.
3. Assessment of following
a.
 clarification under the mission and vision of organization
 standard set of working for employee
 making the employee accountable and fair decision
b.
the latest technology has to used to increase the effectiveness and efficiency of employees.
Various tools will be analysed buy R&D Dept. to evaluate the feedback of customer.
c.
the employees are accountable for every step they have taken in organization and complete
completion of the report has to be there to analysis the performance.
d.
the proper delegation of authority should be there as in the hierarchy of management as the
complex complaints of customer can be there and more and more satisfaction for customer can
be achieved
e.
there should be more and more interaction between the customer so the maximum output can be
increased in the company to achieve the mental ability of the bang on bike(Hussain, Al Nasser
and Hussain, 2015.).
9

Activity 3
1.
 Existing data evaluation
 interviewing stakeholders.
 Social media scan
 customer relationship management.
Through mangers will try to analyse data to develop insight knowledge for the past records and
providing them service according there past history of purchasing and service(Amin, 2016).
2.
proper training and development of employee so that they can understand the needs of
customers and also the specification of product they are offering to them. The correct
recommendation can reduce the complains of customer regrading the product.
3.
 transparency standards in which customer should keep the customer first. Providing more
transparency will add higher value to bang bike.
 Accuracy standards- The policies are needed to be developed about the information
accuracy to both employees and customers. So that there can be positive impact in work.
4.
the quality customer service characteristics are-
 responsible- the service should be responsible towards both the customers and bang bike
services
 responsive- customer should be addressed at every question and you cant left the
customer ignore.
 Knowledgeable- the company representative should be knowledgeable and have
awareness of characteristic of product and customer needs responsiveness.
5.
 lack of knowledge in the employees.
 requirement of training and motivation.
 Poor management
6.
 proper training and development of employees so that the employee can get the proper
knowledge of work that they have to performance
 performance appraisal for motivation.
7.
 Efficient plan has to be design for monitoring.- the plan for the monitoring is designed.
10

 Design Management mechanism for effective report-the process of designing the
management report plan so that the work can be implemented I better way.
 Recommendation- proper transfer of information between the management so that the
proper recommendation can be done from all the level of management(Hill and
Alexander, 2017).
 Guidelines Assurance must be given for the proper recommendation to track the
performance of the effective plan.
8.
all type of information has to be carried out in the to analyse the performance of organization.
The company will performer the recode all oral and written information so that they can be
taken.
11

REFERENCES
Books and Journals
Amin, M., 2016. Internet banking service quality and its implication on e-customer satisfaction
and e-customer loyalty. International Journal of Bank Marketing, 34(3), pp.280-306.
Hill, N. and Alexander, J., 2017. The handbook of customer satisfaction and loyalty
measurement. Routledge.
Hussain, R., Al Nasser, A. and Hussain, Y.K., 2015. Service quality and customer satisfaction of
a UAE-based airline: An empirical investigation. Journal of Air Transport
Management, 42, pp.167-175.
Kiran, K. and Diljit, S., 2017. Antecedents of customer loyalty: Does service quality
suffice?. Malaysian Journal of Library & Information Science, 16(2), pp.95-113.
Kushwaha, G.S. and Agrawal, S.R., 2015. An Indian customer surrounding 7P׳ s of service
marketing. Journal of Retailing and consumer services, 22, pp.85-95.
Nyadzayo, M.W. and Khajehzadeh, S., 2016. The antecedents of customer loyalty: A moderated
mediation model of customer relationship management quality and brand image. Journal of
Retailing and Consumer Services, 30, pp.262-270.
Thakur, R. and Workman, L., 2016. Customer portfolio management (CPM) for improved
customer relationship management (CRM): Are your customers platinum, gold, silver, or
bronze?. Journal of Business Research, 69(10), pp.4095-4102.
Vogus, T.J. and McClelland, L.E., 2016. When the customer is the patient: Lessons from
healthcare research on patient satisfaction and service quality ratings. Human Resource
Management Review, 26(1), pp.37-49.
Wirtz, J. and Lovelock, C., 2016. Services marketing. World Scientific Publishing Company.
12

13