Manage Quality Customer Service: A Comprehensive Guide

This comprehensive guide explores the essential aspects of managing quality customer service. It covers developing a customer service plan, managing and developing a customer service team, and monitoring and improving customer service performance. The guide provides practical insights, tools, and strategies to enhance customer satisfaction and build a loyal customer base.

Manage Quality customer Service
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Contents
Assessment task 1- Developing a customer service plan.............................................................................3
1. Customer service plan......................................................................................................................3
2. Innovative widgets...........................................................................................................................6
3. Reflection of the development and design of the customer service plan:.........................................9
Assessment task 2 – manage and develop the team...................................................................................10
1. Submit a customer service report...................................................................................................10
2. Submit an Email to resolve a customer complaint.........................................................................12
3. Submit coaching documentation....................................................................................................13
Assessment task 3 – monitor and Improve customer service.....................................................................14
1. A set of KPI for Customer service team members and a plan or procedure for monitoring team
members Performance...........................................................................................................................14
2. Plan or procedure for measuring team member’s performance:.........................................................16
3. A questionnaire to gather customer feedback:...............................................................................17
4. A report containing recommendations for improvement of customer services:.............................20
References:................................................................................................................................................21
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Assessment task 1- Developing a customer service plan
1. Customer service plan.
Innovative widgets customer service charter
Welcome to innovative widgets
Our vision:
To maintain all Australian business running without problems using safe, quality
widgets”, Innovative widgets have a compromise in making life easier.
Our Mission:
 To provide internal and external customer services with superior quality.
 Developing fresh ways of manufacturing and testing the widgets.
 Budding most excellent safety record of any widget corporation.
 Keeping the Australian market buying the Australian widgets with the assistance of the
quality products and the second to none customer services.
Who are our customers?
Our internal customers are:
 Human resource department
 Production department
 Marketing department
 Sales department
 Management
Our external customers are:
Our internal customers require:
 To pursue the policies and the
procedures
 To go with the course of
communication
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 Mining companies
 Individuals
 Technology companies
 Medium and large scale companies
 Sole traders
Our external customers require:
 Specification of the products
 Timely delivery of the products
 Timely resolution of queries
 Fulfillment of quality demands
We’ll give you what you need … and more!
We promise to deliver a widget that’s right for your needs:
 Delivering the clear descriptions of the products, their features and the stipulation they
possess.
 Testing all the products and making sure that each of the single widgets follows the
standards of the quality.
 Giving quality products and services guarantee even if the products are re-used.
We promise to support you:
 Delivering the quality products within the required time and making sure customers
receive the products on time and are satisfied with the quality of the products.
 Keeping the projects within the budget and selling the widgets at a decent price.
 If any concern rises after the purchase of products then it will be the duty of the company
to ensure that the customers are satisfied and their problems are solved so that they could
ensure a satisfied product (Alkuwaiti, et. Al, 2018).
 Exchange of products if not within the quality and developing a customer satisfaction
feedback.
We’ve supported our people to support you!
Innovative Widgets’ policies and procedures that support customer service include:
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 Customer complaints policies and procedures.
 Customer support policies and procedures.
 Recordkeeping policies and procedures.
 Customer data and market research policies and procedures.
 Customer feedback policies and procedures (Bahall, 2018).
 Solving the concerns of customers and looking after their feedbacks.
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2. Innovative widgets.
Customer support policy and procedure - collecting market research.
Purpose: Implementing the decent practices for assisting the clients with concerns and
resolution of the concerns regarding any of the product or services.
Scope: Applying to the inquiries of the clients regarding any of the services or the products that
are to be handled by the team members of the company (de Mingo and Cerrillo-i-Martínez,
2018).
Resources: Certain procedures for the enforcement of the various policies that have been made
available on the company’s intranet.
Relevant legislation etc: Occupational health and safety Act 2004 (VIC), Anti-discrimination
legislation, Competition and Consumer Act 2010, Equal opportunity Act 2010 and privacy Act
1998.
Updated/Authorised: 10/2011 – John Doe CFO.
Customer support process/es
1. Greeting the customers with good sense and providing a friendly introduction to yourself.
1. Asking them how could they be helped?
2. Listening and understanding the requirements and concerns of the customers and gather
all the data they have by asking them certain questions.
3. Providing them with the support system for assisting with all the details and help as much
as possible.
4. Providing corrective data to the clients and if they are not satisfied with the data asking
them about their concerns and gently assist them with the concerns.
5. Asking the customers about their requirements and fulfill their wants.
6. After determining the resolutions filling the customer support form for sending it to the
service manager.
7.
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Customer complaints policy and procedure:
Purpose: The chief purpose of this policy is to manage the complaints that are carried on
constantly, transparently and as per the requirements of the association.
Scope: The chief scope of this policy is to cover the managing of the complaints done by the
customers by their employees and the different contractors of the innovative widgets (Duncan,
2019).
Resources: The specific resources those are required for the enforcement of this policy is
obtainable on the company intranet.
Relevant legislation etc: Privacy Act 1988, Equal opportunity Act 2010 and Competition and
Consumer Act 2010.
Updated/Authorised: 10/2011 – John Doe CFO.
Customer complaints resolution process/es:
1. Greeting the clients cordially and presenting you decently.
2. Treating the clients with respect, listening to them without disturbance and judging them for
professionals.
3. Showing empathy and listening to the words of clients decently.
4. Recording all the vital data.
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Recordkeeping policy and procedure
Purpose: The chief purpose of this policy is to describe the ways in which the records would be
maintained if there are any concerns the records would be utilized to solve them.
Scope: The scope of this policy is to cover the performance of the sales department and the other
department of customers for solving their issues (Maklan, et. al, 2016).
Resources: The specific resources those are required for the enforcement of this policy is
obtainable on the company intranet.
Relevant legislation etc: Privacy Act 1988, Do Not Call Register Act 2006 and the Industry
codes of practice.
Updated/Authorized: CEO Innovative widgets 2014.
Recordkeeping process/es:
1. The data is recorded accurately to make sure that it can be used for the assistance of the
clients.
2. The data should be understood by any person who requires them.
3. The data should be treated with confidentiality.
4. Incorrect data must be destroyed.
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3. Reflection of the development and design of the customer service plan:
At the time of developing the customer service plan, the chief purpose was to develop a
framework for implementing as well as maintaining the records that are done by the management
system. The innovative widget is highly committed to maintaining the records of the
management system that makes the business needs, as well as its legal and the accountability,
needs to be completed. Developing the customer service plan provided great knowledge and
learning’s about the vision and mission of the company along with the knowledge of customers
and their requirements of the customers.
The purpose, scope and the resources of customer support policy, customer complaint policy,
and the recordkeeping policy were determined. The design of the customer service would be
incorporating of the complete data about the company and its procedures which would be
assisting in determining the gaps within the procedures of the company and then further
developing and implementing the right steps so that the quality customer service could be
achieved. The public relations and product promotion approaches could be utilized for
developing a higher image in the market about the products and services that they offer so that
the company could meet the requirements of the customers.
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Assessment task 2 – manage and develop the team.
1. Submit a customer service report
Introduction:
This report is about the performance of the team with the management and the development.
Team performance report is essential to get the evaluation of the customer services and the
complaints of the customers to verify the related causes of the customers.
Customer performance is used to get the information about the scenario of the employees of the
company that what is going on in the departments of the organization like in the customer
support services or in the other relevant areas. To provide the best and efficient services to the
customer the team work is very necessary and analysis on the team performance is essential to
get the data or the analysis about the growth of the production and for to get the good feedback
from the customers by providing them a quality product in a given time period. It covers such
areas related to get the evaluation of the team work and also covers the control and the
communication between the manager of the production and the employees to get the good
results. Team performance should be increased by making strategies to get the effective and
essential work from the team.
The performance of the team increases if they know that how to breakdown the work into
different categories on the basis of the skills of an employee. In an organization the services
related to the customers can be measured by the different aspects. The satisfaction of the
customer is very necessary in an organization to evaluate the team work that how a team is
working and the results coming after their work. If the customer is satisfied with the services of
the company that it is key of knowing that the team performance of the company is in well
maintained condition. And for the team it is necessary to response as soon as possible on the
issues of the customer and takes the feedback after the solution of the issue.
If the performance of the team is not good and the company is not proving the services which the
company promised to the customer then it affects the image of the company and also reduces its
revenue in the market (Stewart and Wainwright, 2012). For example, in the scenario the
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customer was promised to get the product within the three working days after he ordered the
product but he didn’t received it on time. After the compliant that is raised by the customer to
Marry. Customer suffered from the rude behavior of Miss Merry because she is famous in the
company for her rude behavior to the customers which enhance the problem for the overall team.
Conclusion:
To solve the issues of the customer it is very essential to understand the views of the customer on
the products or the services of the company. And the problems which is faced by the customers
due to the carelessness of the team work than it is the duty of the team of the company that they
should provide the solution to the customer for their problem as soon as possible and get the
feedback on the solution to the better performance of the team.
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2. Submit an Email to resolve a customer complaint
To: Yore Mines Co. Date:
From: Customer service Manager
Subject: Resolve the issue of misunderstanding
Respected sir,
I’m the manager of the Innovative widget company. I’m really very apologies on the behavior of
Miss Marry with the customer. It is all because of the misunderstanding due to the bad
communication between them. The customer ordered the 1,000 by 7 mm widget for the delivery
on last Friday but he didn’t received it on the Friday then he made a complaint to miss marry
after three days. But now we are hiring a new supplier for the widgets supply to the customers.
And we are requesting you on behalf of the company that doesn’t take any legal action on the
company it is all because of the misunderstanding.
I assure you that in future it will not going to be happen again. For this we will work on in and
provide you better and efficient services with the scheduled delivery. But for this time on behalf
of the company I apologize on it.
Thanks with Regards,
Customer service manager,
Innovative Widgets.
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3. Submit coaching documentation.
The plan that is used to train the employees for better performance of the company (Rosenstein,
2018).
Employer Name: Marry Manager Name: Date:
Employee Responsibilities Manager Responsibilities
Developme
nt Areas
Employee
Activities
Success
Measures
Manager
Activities
Milestones Target Dates
Behavior
and
communica
tion with
the
customer
1. To understand
the views the
customer
2. Response
customer as
soon as
possible and
resolve its
issues.
1. Enhance the
customer
services
2. Get the good
feedbacks and
make the image
of the company
in the market in
front of the
customers
1. Provide the
better training
to the
customer
service
department.
2. Provide the
complete
database to the
employee.
1. Trained the
employees in
a month.
2. Discuss their
doubts and
solve them.
1. First week of
upcoming
month.
2. After every
set of 1000
issues.
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Assessment task 3 – monitor and Improve customer service.
1. A set of KPI for Customer service team members and a plan or procedure for
monitoring team members Performance
KPI Description KPI Target
Individual KPIs tracked by the WMS system
Time for handling the calls 3 Minutes
Demand for the Quotation handling time 15 Minutes – up to 10 items, 30 Minutes – up
to 30 items.
Complaint resolution time Less than a day
Following the Customer service procedure of
the organization
Filling out the call handling checklists for the
95% of calls.
Sales 150 Sales orders per month
Aptitude to record and store the data of the
clients
In the shared customer database 100% of
customer files.
Customer retention 75% of the customers returned within the 12
months
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KPIs information gathered with the feedback surveys of the clients
Satisfaction of customers 90% of the surveys conducted for the
satisfaction of customers were positive.
Ability to handle the complaints 90% of the complaints by clients were handled
effectually.
Determining the concerns of clients and
opportunities for uplifting the satisfaction of
clients for meeting up with their needs.
90% of the answers done in the survey say that
the customers were satisfied.
KPIs tracked by the management through observations
Helping the members of the team for uplifting
their performance and enhance their customer
service
A report is presented every month about the
customer services for handling the meeting of
the team.
Helping the other internal clients for the
customer service team.
Keeping the track records of all the current
orders that are to be updated and available for
the handovers, covers for the stuff that is
missing.
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2. Plan or procedure for measuring team member’s performance:
 Individuals, as well as the KPIs, should be reviewed each month and in the team meetings
carried out weekly discussion must be laid about it.
 For monitoring methods like system generated reports, observation and customer feedback
surveys must be done.
 The data regarding the KPIs and the individuals must be gathered by the WPS system and
also in the form of the reports. The dynamics could also be shown in the form of graphs and
charts to each of the service member included in the team. If there are any noteworthy drops
in the KPIs then it must be discussed with the assistance of the management team.
 The observations could result in the feedback from the client's data and an analysis should
also be laid on the quarterly basis (McGrath and Loper, 2018).
 The customer feedbacks and the surveys should also take place once in every three months
and around 10-15 clients from each of the team member need to be interviewed.
 On the basis of the quarterly results and the statistics of each team, the members should be
given scorecards where the KPIs would be balancing as per the individual performance
reviews.
 At the end of the year on the basis of the KPI’s the scorecards and the work dynamics should
be arranged for the performance of the individuals.
 As per the performance, there should be an increment in their salaries and even bonuses
should be granted along with the opportunities for career.
 Even after the performance, it is very much crucial to show team motivation and perform on
the basis of their bonuses (Raleigh, 2018).
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3. A questionnaire to gather customer feedback:
1. How often do you use our products?
 Often
 Very often
 Never
60
20
10
often
very often
Never
2. Are you satisfied with our services?
 Yes
 No
 Maybe
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60
15
35
Yes
no
Maybe
3. What are the major concerns you have?
 Timely delivery
 Quality of products
 Exchange guarantee
30
30
40
Timely delivrey
Quality of products
Exchange guarantee
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4. How would you rate our staff members?
 Excellent
 Good
 Decent
 Poor
6020
10
10
Excellent
Good
Decent
Poor
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4. A report containing recommendations for improvement of customer services:
The innovative widget is a company providing all the components for the machinery that is to be
utilized by the various companies all across the various industries. The vision of this company is
“To maintain all Australian business running without problems using safe, quality
widgets”, Innovative widgets have a compromise in making life easier”. As a customer service
manager in the company, my role will be to help the members in the team and make sure that they
provide the highest quality of services to the clients and maintain the image of innovative widgets in a
high positive level in front of the customers. In the past few months, there are certain negative feedbacks
with the company which has been taken in an urgent plant for the enhancement of the services and the
quality that they provide (Ross, 2017).
After the collection of all their internal as well as the external feedbacks of the customers there are
certain suggestions that we went through for improving the services such as mapping of all the current
processes and the review outdated processes of the company, determining and also providing the
training for all the members in the staff, for the self-service solution updating the websites and also
settling a simpler way for sharing the feedbacks. The chief reasons for the recommendations are due to
the exploring of details that could cover almost all the concerns that are raised in the company. The
recommendations such as communication of the staff members and exchange guarantee of the products
were to be solved so that the clients could ensure the high-quality products and the image of the
company remains high (Shi, et. al, 2014). If the mapping is done of all the present processes of the
company then the analysis could be done of the root concerns and also the market for innovative
widgets could be developed.
The major concerns of the client could be resolved by first studying the complaints in what way they are
affecting the customer purchase pattern and the competitors where the customers could shift so the
company needs to learn about the proper ways to determine and understand the requirements of the
clients (Stephen, et. al, 2018). The major complaints should be paid attention first and then the
common mistakes must be eradicated. All the possible outcomes of the complaints should be
determined and the best possible method to solve the problem must be applied.
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References:
 Alkuwaiti, A., Maruthamuthu, T., & Akgun, S. (2018). Factors associated with the quality of
outpatient service: The application of factor analysis–A case study. International Journal of
Healthcare Management, 1-6.
 Bahall, M. (2018). Health services in Trinidad: throughput, throughput challenges, and the
impact of a throughput intervention on overcrowding in a public health institution. BMC
health services research, 18(1), 129.
 de Mingo, A. C., & Cerrillo-i-Martínez, A. (2018). Improving records management to
promote transparency and prevent corruption. International Journal of Information
Management, 38(1), 256-261.
 Duncan, T. (2019). Records and Information Management Program 2014. Policy, (1). Maklan, S., Antonetti, P., & Whitty, S. (2016). Think Atomistic not Holistic: A Better Way
to Manage Customer Experience at Royal Bank of Scotland (RBS).
 McGrath, E., & Loper, K. (2018). Quality Management. In Establishing a Hematopoietic
Stem Cell Transplantation Unit(pp. 219-230). Springer, Cham.
 Raleigh, G. G. (2018). U.S. Patent No. 9,942,796. Washington, DC: U.S. Patent and
Trademark Office. Rosenstein, J., (2018). How to coach team mates: A key responsibility of effective leaders.
Wavelength. Ross, J. E. (2017). Total quality management: Text, cases, and readings. Routledge. Shi, Y., Prentice, C., & He, W. (2014). Linking service quality, customer satisfaction and
loyalty in casinos, does membership matter?. International Journal of Hospitality
Management, 40, 81-91.
 Stephen, I. A., Mary, I. O., Oluremi, O. A., William, A. A., & Ayodele, O. M. (2018).
EXAMINING THE RELATIONSHIP BETWEEN TACIT KNOWLEDGE OF
INDIVIDUALS AND CUSTOMER SATISFACTION. Academy of Entrepreneurship
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performance.
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