MANAGE QUALITY CUSTOMER SERVICE AND SIGNIFICANCE

Running head: MANAGE QUALITY CUSTOMER SERVICE
Manage quality customer service
Name of student
Name of University
Author note

1
MANAGE QUALITY CUSTOMER SERVICE
Table of Contents
Assessment 1..............................................................................................................................3
Identification of internal and external customer requirements and issues.............................3
Development of customer service standards..........................................................................4
Procedures to implement such standards and necessary policies...........................................4
Identification of resources......................................................................................................5
Implementation plan...............................................................................................................5
Assessment 2..............................................................................................................................6
Outlining of process for identifying the reasons for dissatisfaction among clients...............6
Five major reasons due to which the driver has not performed effectively...........................6
Actions and methods undertaken to deal with the issues and problems................................7
Possible recommendations supported by actions...................................................................8
References..................................................................................................................................8

2
MANAGE QUALITY CUSTOMER SERVICE
Assessment 1
Identification of internal and external customer requirements and issues
As I have been employed as the Customer Service Manager of AET Transport Pty Ltd
Company, it is my first priority to make sure that the internal as well as external customer
requirements are addressed properly to remain aligned with the business goals and objectives.
Considering the hard work of employees of the organisation and the level of commitment put
by them, the company has been involved in the delivery of cross docking services along with
distribution and transport of chemicals and other stuffs with the use of trucks and trailers
(Setia et al. 2013). The management of teamwork and extensive supply chain management
further helped in delivering the services on time, thereby, helped in tracking inbound as well
as manage outbound shipments effectively for multiple companies all over Australia such as
in New South Wales and Australia. The internal customers’ requirements include timely
delivery of services and also getting something new that could be easily differentiable from
the other companies in the market. The issue experienced here could be the immense
competition within the transportation market, which might tend to affect the transportations
services and hinder the successful management of transportation services thereabout (Shi,
Prentice and He 2014). Though the company has setup in new locations and has managed to
service the clients quite effectively, still only 50 Movers and Trailers might not be sufficient
enough, thus deteriorate the management and acquisition of resources required to compete
with the other rivalries in business. Thus, proper funding and investments in larger amounts
are also required by the business clients so as to raise the working capital. The internal
customer requirements also include requiring the staffs to be well managed and cautious
about the safety procedures, furthermore, remain uniformed (Prentice 2013). The
shareholders or investors demand good rate of return on the investments made by them,
which should further influence them to make investments on the company. Few other issues