Manage Quality Customer Service - Assignment

Running head: MANAGE QUALITY CUSTOMER SERVICE
Skills and Knowledge Assessment
Manage Quality Customer Service
Student’s name:
Name of the university:
Author’s note:

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Table of Contents
Assessment Task 1: Case study.......................................................................................................2
1.1 Developing a new customer service plan..............................................................................2
1.1.1 Company’s mission and vision statement...........................................................................2
1.1.2 Investigating and identifying customers’ needs.................................................................3
1.1.3 Assessing customer needs...................................................................................................3
1.1.4 Responding customer needs...............................................................................................4
1.1.5 Legislative and regulatory requirements............................................................................4
1.2 Ensuring quality customer service.........................................................................................4
1.3 Developing an action plan explaining how characteristics of a product, system and service
process meet the customers’ requirement....................................................................................6
Assessment Task 2: Case study.......................................................................................................7
2.1 Ensuring the delivery services as per customer specification...............................................7
2.2 Outlining the process to investigate the cause of customers’ dissatisfaction........................7
2.3 Developing customer handling procedure to resolve the customer complaints....................8
2.4 Identifying possible reasons why delivery drivers are not performing to the expected
company level..............................................................................................................................9
2.5 Outlining at least 5 different actions to overcome or manage the difficulties.....................10
2.6 Reasons for recommendations.............................................................................................11
Assessment Task 3: Project...........................................................................................................13

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3.1 Developing KPI for customer service representatives.........................................................13
3.2 Developing a questionnaire to collect customer feedback..................................................14
3.3 Developing strategies to use customer feedback to improve products and services...........15
3.4 Importance of managing and retaining customer complaints and service...........................16
3.5 Importance of procuring an appropriate technology to address any customer needs..........17
3.6 Listing 3 different human resources and 5 different physical resources to support quality
customer service delivery..........................................................................................................17
3.7 Resolving conflict between a customer and team members................................................18
Reference List................................................................................................................................19

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Assessment Task 1: a Case study
1.1 Developing a new customer service plan
In this interactive age, each of the organisations has to learn to treat the customers in a
different way. Organisations have to make customer service plan in order to meet the
organisation's goal. As stated by Zhuang and Babin (2015), in a previous time, the organisations
tried to gain the market share or managing the distribution sales in order to satisfy the customers;
however, in recent time, the customers want that they must be treated individually. VTI KarMart
is a leading organisation who sells medium to high segment cars and moving passengers’ mover
vehicles.
1.1.1 Company’s mission and vision statement
The mission statement of the organisation VTI KarMart is to give an experience to every
customer that must be beyond their expectation in a professional as well as friendly way. VTI
KarMart wants to provide true consumer value and treat the customers with transportation needs.
The organisation's mission statement also includes the growth of the firm as well as the
employees. Therefore, it is clear that VTI KarMart wants to create an atmosphere that can foster
the growth of the employees and provides best customer value.
The vision of the organisation VTI KarMart is based on three interconnected guidelines
that have three pillars. The first guideline is about employee satisfaction; the second one is about
the profitable run of the business. The third guideline is earning the trust and loyalty of the
customers through providing the quality products and service to the customers.

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Values of VTI KarMart are quality of the works, products and focusing mainly on
customers. VTI KarMart provides value to mutual benefit of the customers and dealership of
employee. VTI KarMart cares the business and they try to anticipate the business needs.
1.1.2 Investigating and identifying customers’ needs
As stated by Arsali et al. (2015), dealership sale of the cars is like the examination of the
doctors, first they will make out the needs of the customers by asking critical questions. From a
car selling company, getting idea from the customers; needs is very important. The customers
need a car which can go many miles without any disruption. The customers also need a car
which does not pinch their pocket. The customer representative asks the customers about how
many miles do they want to drive the car monthly. According to the customers' choice, the
salesperson recommends the cars. If the customers want to buy the cars for their own uses, their
buying decisions are distracted by the family persons' choices. In case of the business uses, the
customers want heavy and costly cars that can provide rough uses with benefits of free customer
service for years. Sometimes, the customers provide all the money at a time, sometimes; they opt
to take EMI option. Therefore, the customer representative needs to identify the desires of the
customers by asking about the type of payment they want to make.
1.1.3 Assessing customer needs
VTI KarMart should know what is the most important for the customers. VTI KarMart
gets to know that the price range is the most important factor for the customers. From a car
service organisation, they assess mainly the desires of the customers. VTI KarMart establishes
the budget of the customers before they make out the right choice for the customers. The
organisation needs to find out the intrinsic desires of buying the cars and whether the customers
have any pain and aches. The customer representative must identify what the customers want

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whether the customers have any preferences about styling, colour, reliability, image, safety and
comfort and fuel economy. Capacity of the cars is another factor that the sales executives need to
identify.
1.1.4 Responding customer needs
The customers may ask their query and the executives must be honest in front of the
customers. The customer representative should focus on what makes VTI KarMart better than
the competitors in the market. The executives can highlight why other customers purchase from
VTI KarMart. VTI KarMart will ask the customers to provide feedback on social media and
online platform. The customers can have the confidence to make purchase from the organisation.
Most of the customers provide feedback because they desire to express their opinion (Aryee et
al. 2016). Customers’ need can be highlighted through the importance of communicating with
the customers. The sales executives must be grateful and open to the customers.
1.1.5 Legislative and regulatory requirements
In Australia, Consumer rights are strong and Australian Competition and Consumer
Commission tries to promote the fair trade and competition to give benefit to the customers. This
commission ensures that the business and individuals must comply with the fair trading and
consumer protection law. Australian Consumer Law provides an overview to explain the
consumer laws in simple language. Competition and Consumer Act 2010 ensures that business
trading must be fair so that the customers should not get cheated. CCA act deals with
wholesalers, retailers, suppliers and competitors to promote the good business.