Manage Quality Customer Service: A Guide for VTI KarMart

This guide provides a comprehensive approach to managing quality customer service for VTI KarMart. It includes innovative approaches to customer service, KPIs for customer service representatives, and procedures for resolving customer complaints and improving delivery services. The guide also covers legislative and regulatory requirements relevant to customer service.

Running head: MANAGE QUALITY CUSTOMER SERVICE
BSBCUS501 MANAGE QUALITY CUSTOMER SERVICE
Student’s name:
Name of the university:
Author’s note:

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Table of Contents
Assessment Task 1...........................................................................................................................2
1. Develop a new customer service plan for the company with some innovative customer
service approaches.......................................................................................................................2
2. Ensuring quality customer service is achieved........................................................................4
3. Developing Flowchart explaining how characteristics of a product, system, service or
process meet customer requirements...........................................................................................5
Assessment Task 2...........................................................................................................................5
1. Ensuring the delivery of services as per customer specifications............................................5
2. Outlining the process to investigate the cause of the customer dissatisfaction.......................6
3. Developing customer handling procedure to resolve customer complaints............................6
4. Identifying possible reasons why delivery drivers are not performing to the expected
company level..............................................................................................................................7
5. Outlining at least 5 different actions take to overcome or manage driver's difficulties...........7
6. Supporting comments and provide the reasons for recommendations after consulting with
Manager.......................................................................................................................................8
Assessment Task 3...........................................................................................................................9
1. Develop KPI’s for customer service representatives...............................................................9
2. Circulating and discussing verbally these KPI’s with all customer service representatives..10

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3. Developing a questionnaire to collect customer feedback and seek verbal and written
feedback from customer service representative.........................................................................10
4. Developing strategies to use customer feedback to improve products and services..............11
5. Managing and retaining customer complaints and services records are important...............12
6. Procure an appropriate technology to address any customer needs. List any three advantages
....................................................................................................................................................12
7. List at least 3 different human resources and 5 different physical resources require
supporting quality customer service delivery............................................................................13
8. Resolve any conflict between a customer and team member................................................13
Reference List................................................................................................................................15

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Assessment Task 1
1. Develop a new customer service plan for the company with some innovative customer
service approaches
Company mission and vision statement with reference to internal and external customers
VTI KarMart sells medium and high segment cars and it also sells the moving and
passengers vehicles. The mission statement of VTI KarMart is to provide a better customer
experience that should be beyond the expectation of the customers through the friendly way. The
mission statement is also included that true consumer value and growth of the organisation. VTI
KarMart wants to create the ambience where the customers can have the best consumer value for
transportation needs.
The vision of VTI KarMart is associated with three pillars, first one is to provide
employee satisfaction, second is to run the business in a profitable way and the third is to earn
the loyalty and trust of the employees.
Investigate and identify customer needs
VTI KarMart is in a dealership of the car industry and the executives need to get the idea
from the customers. The needs of the customers can be various; the customers can want the cars
that go many miles without disruption, the customers may want cars that must be stylish,
expensive and purposes of the purchasing of the cars can be different. The customers’ needs can
be identified through starting the experiment with existing data of the organisation. The
customers share their data and the organisations keep the data in their profile and software. The
executives of VTI KarMart can interview the stakeholders and this system can help the

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executives to map the customers’ process. As stated by Arsali et al., (2015), the needs of the
customers can be identified through analysing the competition and conducting the voice of the
surveys of the customers.
Assess customer needs
The executives of the organisation should find out the intrinsic desires of the customers
about purchasing the cars. The executives can ask the customers about needs of the customers.
The customers' needs can be assessed through identifying the desires like budget, history of
buying and health issue of the customers. The executives can set the benchmark for the business
and the management of the organisation can research the market so that they can assess the
customers' needs (Aryee et al., 2016). In addition, competitors’ profile can state the management
of VTI KarMart about the competitive advantage of the organisation. In addition, management
can research the customers and SWOT analysis of the customers’ needs will be helpful to assess
the customers’ needs.
Respond to customer needs
Selling cars is the face-to-face process as the salesperson talks to the customers in a face-
to-face way. In addition, the salesperson must look out for the customers' body language in
asking the questions and the salesperson must check the own body language that must give the
right signals. According to Bhattacharjya et al., (2016), if the customers ask about customers
service or post any queries on email or social media pages, the executives need to use written
communication to collect the information and make sure about written communication should
legible, simple and clear. The responses during the face-to-face responses, the executives of VTI

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KarMart need to be open and honest; the salesperson should be courteous and not be scripted and
show the understanding of the needs of the customers.
Legislative and regulatory requirements relevant to customer service
In Australia, Australian Competition and Consumer Commission help to promote the
competition and fair trade that provides benefits to the customers. Australian Consumer Law
gives an overview of the consumer laws and Competition and Consumer Act ensures about
business should be traded giving the fair policies to the customers.
2. Ensuring quality customer service is achieved
VTI KarMart needs to train the salespersons and executives to treat well with the
customers. First, the executives need to respond to the customers' request as quickly as possible
as this policy will give the customers an honour. If the customers post any query through the
mail, it is needed to revert with ‘thank you' mail within a few seconds. Second, the organisation
can keep a database of the existing customers and know the customers is the key to success of
the organisation (Sweeney et al., 2015). VTI KarMart can keep the customers’ profile so that the
executives can treat the customers well and the organisation can send the promotional offers and
discount offers through texts and emails. Third, if the customers behave ill with the customers,
the management should fix the mistakes. Transparency is the key to customer service to the
customers (Boshoff & Gray, 2014). In addition, the customers should be given flexibility of
payment and the salespersons can give the provision to take the loan from the bank to the
customers.

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3. Developing Flowchart explaining how characteristics of a product, system, service or
process meet customer requirements
Figure 1: Action plan to meet the customers’ requirement
(Source: Self-developed)
Assessment Task 2
1. Ensuring the delivery of services as per customer specifications
VTI KarMart needs to understand the desires and needs of the customers and the
customers specify the needs to the salespersons. VTI KarMart has been facing the issue of
delivery of the cars to the clients and the organisation lost the three clients due to late delivery.

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The organisation can ensure the delivery of service should be as per the customer specification
through improvement of the supply chain (Orel & Kara, 2014). The cars should be sent to the
customers with experienced drivers. Supply chain and logistics of the cars should work in
synchronised way. If the team of drivers is not motivated enough to work properly, the
management should provide motivation. The drivers must be trained so that the drivers can send
the cars on time (Boukis et al., 2015). VTI KarMart can use RFID (Radio Frequency
Identification) technology to track the deliveries.
2. Outlining the process to investigate the cause of the customer dissatisfaction
VTI KarMart first assesses the complaints of the customers from the aspect of customers
not the managerial. The management can develop the understanding of the complaints and the
management can process to resolve the problems.
The management can investigate the matter by setting a team. The team will examine the
process, code of practices and policies from the customers’ perspectives. The clients complained
about the deliveries of the cars and the investigation team need to share the details of the
complaints, the team should know about the matter (Call et al., 2015). The process of gathering
the information is statements, telephone calls and incident notes.
The management needs to identify the areas of conflicts between customers and
organisation. VTI KarMart can target the areas to further investigation. The investigation team
can interview the clients as well.
3. Developing customer handling procedure to resolve customer complaints
VTI KarMart needs to listen to the complaints of the clients and the salespersons need to
accept the ownership of the issues. The salesperson can apologise for the problems as well. The

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executives’ team can understand the issue of the customers and the executives need to be calm,
helpful and cheerful at the same time. As opined by Chen et al., (2015), the executives’ team can
record the complaint of the customers and the complaints about the particular process. The
customer service team can make sure about having all the facts to discuss the options for fixing
the issues. Moreover, VTI KarMart must keep the promises if the salespersons make any
commitment.
4. Identifying possible reasons why delivery drivers are not performing to the expected
company level
The delivery drivers have not been performing well and the possible reasons may be the
lack of motivation from the drivers’ sides. The motivations are two types, extrinsic and intrinsic
(Ostrowski et al., 2013). The role of the management is to provide both types of motivations to
the drivers. Extrinsic motivation comes from the rewards, recognition, promotion and bonus. The
drivers may not get the additional benefits from the organisation (Kiran & Diljit, 2017). In
addition, the drivers are not trained enough to drive well and reach at the probable time.
Moreover, there should be an individual who controls the drivers and this person should be strict
enough to command the driver team. The employees sometimes get burn-out and they need time
to re-energise those (Ford et al., 2015).
5. Outlining at least 5 different actions take to overcome or manage driver's difficulties
1. VTI KarMart needs to take action to simplify the process of assigning the task
2. There should be a leader who will manage the driver team and connect with them
3. The management needs to use RFID technology to track the driver
4. The drivers can inform the clients about the late arrival

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5. The drivers can change the route if the routes take the time for heavy traffic
6. Supporting comments and provide the reasons for recommendations after consulting
with Manager
The managers need to simplify the internal process to speed up the complicated task.
Simplified process will help the cars to clear from the warehouses efficiently and simple manner.
VTI KarMart needs to speed up the process to clear the cars from the warehouses. It
would help to increase the delivery of actual orders and customers orders.
The management should use RFID and EDI (Electronic Data Interchange), these
technologies will require money to implement. After implementation of the technologies, the
management can track the vehicles and cars.
The drivers can contact the clients in case of the late arrival as this process will help the clients
to know about late.
The drivers can change the route in case of late and this process will accelerate the
process of reaching the deliveries.

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Assessment Task 3
1. Develop KPI’s for customer service representatives
The customer representatives should have the ability to manage the complaints of the
customers. The salespersons need to solve the issues if the clients have the complaints. The
organisation needs to record the customer satisfaction issue in order to stay in support of the
clients (Izogo & Ogba, 2015).
The complaint handling time should be less as speed is the essence of customer
satisfaction. VTI KarMart needs to solve the issue within no time as customer executives can
identify all issues of the customers. The customer support executives can list down the issues of
the customers.
The customer support team put all the issues in the database of the organisation and the
customer representatives try to understand the customers’ issues (Dhar, 2015). This process of
identification of the customer's issues leads to solving the problems of the customers. The
management trains the representatives to retain maximum customers so that the customers can
stick to the organisation. Customer satisfaction comes from the solving of the issues and having
right responses from the customers.
The customer representatives’ team try to help the colleagues in improving the customer
service. The representatives can both solve the issue so that the customers get confident in this.
VTI KarMart can use the Net Promoter Score (NPS) as the customer service score and the
customers will be asked to provide the NPS for the service representatives.

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The salespersons need to sales the cars to the customers and performance of the
salespersons are judged based on the sales of the customers.
2. Circulating and discussing verbally these KPI’s with all customer service representatives
The customer service representatives are handed with the KPIs and the management
needs to make sure that the representatives understand these KPIs very well. The HR team can
circulate these KPIs to the customer service representatives. The management needs to consider
about these KPIs as these KPIs should provide overall satisfaction to the representatives and
satisfaction of the representatives should be improved. Customer retention policy will be
improved through these KPIs. The management can take a meeting where they make understand
the representatives about these KPIs and discuss about the active issues. The management will
discuss about the conversion rate of the KPIs and they need to understand that the KPIs should
bring out the actual result.
3. Developing a questionnaire to collect customer feedback and seek verbal and written
feedback from customer service representative
VTI KarMart can collect the feedback from the customers. VTI KarMart will make 5
close-ended MCQ types questions to seek the opinion of the customers.
1. Will you like to order cars from VTI KarMart in next two months?
 Yes
 No
2. How would you rate the customer service of VTI KarMart in a scale of 1 to 5?
 1

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 2
 3
 4
 5
3. While purchasing a car, what factor do you consider the dealer?
 The reputation of the dealer
 Guarantee period
 Price offer
 Servicing offer
4. How much are you satisfied with the customer service representatives at VTI KarMart?
 Highly satisfied
 Satisfied
 Neutral
 Dissatisfied
 Highly dissatisfied
5. Did you recommend VTI KarMart to anyone?
 Yes
 No
4. Developing strategies to use customer feedback to improve products and services
Feedback can be used to measure the customer satisfaction in the right way and it can
help the organisation to bring down the expenses and make the income higher. According to

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Gera et al., (2017), the management can take the action based on the feedback from the
customers. VTI KarMart can acknowledge the frontline change in order to achieve the
development. In addition, the organisation can acclaim the employees decided on gathered
feedback and management needs to pour the smart though into this.
5. Managing and retaining customer complaints and services records are important
VTI KarMart can retain the complaints so that it can help the employees to get the idea of
the issues of the customers. The representatives’ team will work on this issue to help the
organisation to improve in this. Feedback from the customers can help VTI KarMart to develop
the service and make the delivery on time. As stated by Goetsch & Davis (2014), complaints can
assist the organisation to highlight the issue and to notice this section for betterment. Complaints
can be sent through written format, texts or emails and the problems will be solved through
management. The management takes actionable insight so that to retain the existing customers
and the executives need to behave loyal and honest way.
6. Procure an appropriate technology to address any customer needs. List any three
advantages
The appropriate technology can be used to mitigate the customers’ needs. VTI KarMart
can develop the family tree software so that it can measure the customer satisfaction. The
software technologies are very significant to separate the data of customers from the needs of the
customers (Hussain et al., 2015). Database software will be helpful for the organisation to filter
the customers’ needs.
Advantages
1. The technology will share the results with usability

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2. The organisation will answer the queries of the customers automatically on social media
3. The technology will help to make different customer profiles
7. List at least 3 different human resources and 5 different physical resources require
supporting quality customer service delivery
Human resources
1. Customer support representatives
2. Human resource manager
3. Quality analysts
Physical resources
1. Projector
2. Building
3. Computer
4. Smartphone
5. Vehicles
8. Resolve any conflict between a customer and team member
In VTI KarMart, the customer representatives’ team should not initiate any conflict with
the customers. In case of any conflict, the customer representatives’ managers need to walk into
this issue and take charge to mitigate the issue. The situation can be solved before the situation
escalates further. Senior Customer Relationship Manager will find out the issue from the

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management’s perspective. The senior team members will talk to the team members in order to
pacify and ask the employees in order to deal the matters in next time.

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