Manage Quality Customer Service

This document provides information on managing quality customer service, including legislation and regulations, guaranteed products and services, customer complaints handling policy, customer service standards, public relations and product promotion, identifying customer needs, and elements of a customer service plan. It also discusses techniques to handle customer complaints and communicate with customers with disabilities.

MANAGE QUALITY
CUSTOMER
SERVICE

Table of Contents
ASSESSMENT 1.............................................................................................................................1
ASSESSMENT 2...........................................................................................................................10
Part A....................................................................................................................................10
Part B....................................................................................................................................23
ASSESSMENT 3...........................................................................................................................25
Part A....................................................................................................................................25
Part B....................................................................................................................................26
Part C....................................................................................................................................26
Part D....................................................................................................................................28
ASSESSMENT 4...........................................................................................................................31
Part A....................................................................................................................................31
Part B....................................................................................................................................32
Part C....................................................................................................................................34
Part D....................................................................................................................................35
Part E....................................................................................................................................35
REFERENCES..............................................................................................................................37

ASSESSMENT 1
Question1.
A) Legislation and regulatory context of an organisation for false or misleading impression
It is considered to be legally wrong that businesses make statement which is incorrect or
create a false impression among the stakeholders. This legislation is related with the product
packaging, advertising and information provided by shop or online shopping services. For
dealing with such issues several laws are being formulate,
Common wealth law: A false representation of information by company results into a penalty of
maximum fine of $1100000 (For body corporate) and $220000 (For individual).
Misrepresentation Act 1972: - It is a state law which state that if a company present false
information and induce customer to enter into a contract then they have to pay maximum penalty
of $100000 (for bodies corporate) and $20000 (for individual).
B) Products and services that must be guaranteed by the business
As per the guidelines provided by the Australian Competition and Consumer
commission, a business has to provide some guarantee to its customer regarding the product or
services they sell in market. The guarantee includes that products or services that are being
offered by the company must work as per it is communicated to eth marketplace. If an
organisation sell product then it must guarantee that it,
 Product is of acceptable quality
 Product matches with the provided description
 It meets up with the express warranties
 Fit for the purpose that it promises
On the other side there are certain promises that a business have to present to its customers while
offering service too. It mainly includes,
 Services will be provided with due care and skills.
 The service will be fit for the specific purpose.
 Provide service within a reasonable time period as promised by a brand.
Question 2: Answer the following:
a. Explain the purpose of developing a customer complaints handling policy.
The main purpose of developing a customer complain handling process is to ensure that
all the complaints are dealt consistently and promptly and are being handle with the more
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fairness and courtesy. As a result of which it supports in rectifying the issues so that services can
be improved.
b. What should be included in a complaints handling policy?
The complaint handling policy must include the reassuring customers that their feedback will be
valued and organisation is committing to resolve all of them in fair, timely and efficient way.
Additionally, it also represents the procedure through which a customer
c. Write in your own words, the key steps that you would include in complaints handling
procedure.
The complaint handling must be performed in a sequential manner so that positive outcome can
be get. It must begin with the listening to the customers and complaint they have, then the
complaint must be record with all the details to keep an evident for it (Kasiri and et. al., 2017).
After that check all the facts and basic point so that better understand can be develop about
problem, later on options to deal with issue must be discussed with customers and then after
deciding one action as per customer acceptance, quick action to be taken for resolving issue.
After resolving the issue follow up must be taken to customers for assuring that their issue get
resolved effectively.
Question 3: Answer the following:
a) Identify and document any four (4) Customer Service Standards and Best Practice Models
related to “Quality management” issued by International Standards Organisation (ISO).
The customer service standards issued by ISO are ISO 13485, ISO/TS 16949, MBNQA
and AS9100. The best practice models related to “Quality management” issued by International
Standards Organisation (ISO) are Lean production, Six Sigma and Total quality management.
b) How can you ensure that the team members are meeting the customer service standards?
In order to get an assurance that team members are meeting up with the customers
service standard, there will a regular execution of performance appraisal where the standard
quality is meet up with the actual execution of work quality. This help in determining that
whether the services are being offered by employees as per the standard desire or not.
Question 4: Explain public relation and product promotion in your own words.
Public relation is defined as a technique or strategy used by an organisation to develop its
relation with eth public or target market to which it is catering. It mainly involves maintaining a
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communication with the public in order to create goodwill or positive image among the
customers.
Prodct promotion refers to the process of circulating information about the features,
importance and benefit of a product or service to the customers so that people become able to
match up the product in the form of solution to their need (Wilson and et. al., 2016).
Question 5: Answer the following:
a) Explain five (5) strategies to handle a customer complaint in a smooth and professional
manner.
In order to handle the customer complaints in more effective as well as professional
manner, following strategy can be adopted by the customer service team,
 Listen and understand: - Firstly try to listen to the customers and take time to understand
what actual issues they are facing with the services of a brand.
 Empathize: - after listening to them empathize immediately to their position so that a bond can
be establish between, so that they get an idea that their issues is being heard and valued by the
company. This assure them to get a solution quickly.
 Offer a solution: - After this when the customer get calm down, just offer them a solution
which sometimes a complete solution or sometimes it leads to a part of issue get resolved but
both of them provide a deep satisfaction to the customers that their concern is being valued.
 Execute the solution: - After understanding the problem and solution to it quickly execute it
within stipulated time period so that a customer gets happier with the services (Tseng and Wu,
2014).
 Follow up: - It is one of the most important steps to keep the customers connected with the
brand. After executing the solution and solving the problem, it is essential to take up a follow
back or feedback regarding the customers get satisfied or not with the services.
b)Prepare a list of at least seven (7) techniques that you can use to communicate with
Customers with Disability.
The customers with disability holds equal importance to an organisation but in order to serve
them and communicate with them a due care is require. Hence in order to ensure effective
communication among them following techniques can be used,
 Speak clearly, slowly and steadily
 Make use of more hand moments
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 Use certain graphics like pictures, videos in order to make things more clear while
conversation
 Repeat things and rephrase to make it more clear.
 Use written content to develop understanding
 Remain more clear with lip moments
 Communicate from a adequate distance.
Question 6: Answer the following:
a. Explain the process of identifying customer needs?
The customer need identification is considered to be a significant part of an organisational
working which support in setting up the pathway to be consider while offering services to the
customers in best possible manner. The customer need are non-technical and reflect through tehri
perception, requirement and design specification (Tseng, 2016). The process begins with
gathering of raw data from customers with the help of techniques like interview, focus group etc.
After gathering the data, it is interpreted in order to extract out more meaningful information
regarding the list of requirement of customers. After that organising and prioritisation of need is
performed to determine the area that can be satisfied with the offerings of brand. At last all the
gathered and processed information is being reviewed and reflect over its effectiveness to make
up a further plan for working over it.
b)Explain, how can you use the following techniques to identify customer needs:
 Market Research : - It is a process where the company interact with the group of people
in order to gathered basic information from the customers. For this an organisation
formulate a questionnaire and spread it to the targeted people either through online or
offline mode which consists of set of questions regarding a particular product or idea
(Khan and Fasih, 2014). This will help in getting the views and perception of people
toward it and at the same time help in determining the actual requirement that customers
have which can be fulfilled by a company’s product.
 Customer Relationship Management : - It is a tool used for maintaining an interaction
between the customers and brand. With the help of Customer relationship management
and organisation can maintain a regular interaction with its customers and ask for the
future expectation of the customers with the brand so that they get an idea regarding the
need and can work over preparing the product or services to cater their need.
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Question 7: Explain the elements of a customer service plan.
The customer service plan is about the deep examination of customer’s perception and
expectation toward company which guide an organisation over the process of brining its
customer service activities in a ling with the need of customers so that more satisfaction can be
created. There are certain elements which form up a better customer service practices, which are
mentioned below:
 Respect: - It is essential for a customer service agent to make customer feel valued as
they are the one due to which company is getting its profit (Jack and Powers, 2015). So,
where never a customer get a issue, the support team must try to talk them with in polite
manner, apologize for their mistakes and try to provide them a solution with respect so
that they get satisfied with the services.
 Understanding: - Customer don’t really buy a product rather they buy a solution to the
problem, so the better a company can understood their need, the more satisfaction would
remain at that end. Therefore, a customer service agent must focus toward regularly
interacting with the customers to determine their need and expectation toward the
company and try provide them services accordingly.
 Listening: - The organisation must focuses toward hearing the things right about what
actually market demand from them. One must try to determine the need of customer by
asking them questions and concentrating over what customer actually want. This help in
creating a valuable relationship among the customer and brand which further support in
providing them satisfaction when it remains in their mind.
 Responding: - An organisation must respond in positive manner to the customers they are
dealing with in order to offer them what they actually want without compromising over
the company or its product (Giovanis, Athanasopoulou and Tsoukatos, 2015). It means
service provider must focuses toward res[ponding to the customer query or support in
such a way that help in solving the problem, keeping them satisfied and keeping things
fair to all other customers.
 Serving: - In order to keep the customer align with the brand and its offering an
organisation must focuses toward offering them something beyond the expectation which
means it must try to offer something that customer can’t get at elsewhere.
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Question 8: Why must an organisation deliver products and services as per the customer
specifications given in the organisation’s business plan?
The organisation must deliver product as per customer specification as it help in offering
the services to customers that help in fulfilling their need and expectation toward brand and at
the same time help in achieving maximum satisfaction.
Question 9: How can performance standards be used to monitor team performance to ensure
that they are consistently meeting the organisation’s quality and delivery standards?
The performance standards act as a guidance for the team that provide them a target in
term of quality of work being expected from them. After the execution of work the performance
standard act as a bases over which actual performance is compared to determine the gap between
expected or actual performance so that area of improvement can be identified and performance
of employees can be monitor (Fernandes and Neves, 2014). This regular monitoring and
improvement in team work help team in meeting up with the organisation’s quality as well as
delivery standards.
Question 10: Explain three (3) techniques that a manager can use to help colleagues
overcome difficulties in meeting customer service standards.
The customer satisfaction is considered to be most crucial factor for the success as well
as brand image of the company in marketplace. But there are certain difficulties that found in
meeting up with the customer service standard. Therefore, certain techniques can be used by the
manager to ensure a match with the customer service standard,
 Leverage multichannel servicing: - The majority of people like to purchase the product or
services from the companies that offer customer services throughout multiple channel. Hence, by
using the omni channel option it become easier to interact with customer, so that they remain
available for nay time serving to the customers which in turn help in getting maximum
satisfaction.
 Use of CRM platform: - The support team mainly find difficulties in establishing a better
coordination that leads to customer dissatisfaction. Hence to deal with this issue the manager can
make use of CRM platform which help in ensuring that each person remains at same page. It
help in getting a useful insight regarding the customer which support in getting an understanding
regarding the actual desire of an individual toward the brand offerings so that they can be catered
accordingly.
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 Call for customer feedback: - It is another essential technique that can be used by a
manager to coper up with the difficulties in meeting with customers service standard
(Kursunluoglu, 2014). As by taking regular feedback from customers it become easier to have a
track over the issues that they are facing so that better actions can be taken to not face such
issues again in near future and hence more customer satisfaction can be achieve.
Question 11: Answer the following:
a. Explain the purpose of Customer Relationship Management tools.
The main purpose of customer relationship management tool is to manage a better relationship
with the company and interaction with current as well as potential customers. It provide a
medium through which an organisation can maintain its interaction with the customers constantly
which help in streamline the process, increase sale, build customer relationship, increase
profitability and customer services.
b. What must a manager consider before developing and using strategies to monitor progress
in achieving product and/or service targets and standards? List any five (5) items.
In order to ensure that the manager monitor the progress effectively regarding achievement of its
product or service target, there are certain factors that must be consider such as,
 Set up the more realistic goals about the performance of product or servicein market.
 Decide a specific time period on which the data will be assessed
 Describe the team roles and responsibilities involve in the process
 Weigh the strategy fro monitoring progress before selecting the one
 Standards of product or service must be set on the basis of which progress is to be monitor.
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Question 12: How can you use the following methods/strategies to obtain customer feedback:
a. Online Surveys : - It is a method where a questionnaire is being prepared which involve set of
question or rating scale about the product quality, benefits and other features. Then the customers
are being requested to fill up this online survey questionnaire for representing their level of
satisfaction or feedback they have after using the product or service (Halvorsrud, Kvale and
Følstad, 2016). These are mainly sent to customer through email or at they found it on eth
official website of the company.
b. Customer Incentives: - In order to get feedback from customer an organisation can offer them
with incentives to influence them. Like they can offer them a coupon which they can redeem
within the duration of some set of days when they give feedback over their experience with the
company.
c. Social Media: - The social media has now become a major tool for the companies in order to
stay connected with their customers. By posting up the product or service detail over their social
media pages an organisation can encourage its customer to represent their view or feedback over
that particular commodity or service.
Question 13: Answer the following:
a) Explain the purpose of Resource management plan.
A resource management plan is defined as the tool used by a project manager in order to
manage the resources available. The main purpose of this tool is to manage the most essential
resource of a project that is human resources where each resource is being assigned with
adequate role and responsibility while conduction of a particular project so that pre specified
objective can be achieved on timely manner.
A)Prepare a list of three (3) traditional approaches to securing resources.
The securing resources is very crucial for an organisation in order to ensure that minimum
wastage should be there that also help in reducing cost. There are three traditional approach used
to deal with this such as On serving and reporting, benchmarking and asset management.
Question 14: What techniques can be used to identify customer service problems and their
causes?
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One of the important role of support team is to detremine the number of issues hat are
being faced by customer while accessing and using the product or service of an organisation
along with the reason behind it. Hence in order to determine these problems one several
techniques can be used such as survey method where the experience of customer is being asked
which support in identifying the issues they have and average customer that are having similar
issue. Other than this feedback can also be a better techniques that help in finding out the true
responses. Another important method is interview where with the help of face to face interaction
it become easier to get idea about the issues faced by customer and cause behind it much clearly
that help in forming up better action plan to overcome such short comes.
Question 15: Explain the following decision-making tools, that used to resolve customer
service identified problems:
Payoff Matrix:
It is an important tool in decision making which break down the decision process
into several alternative so that each one can be evaluated over its merit and demerit so that better
action can be taken into consideration for forming a better decision. In reference to consumer
service identified issues, the support service staff can evaluate the problem solution in form of
several alternatives so that issues can be clarified with less efforts and cost.
Decision tree
The decision tree is a technology which is simple yet the powerful way that assists the
agents in handling the complex issues or request from customers. It is simply type of If-then
workflow that help in guiding the agents through a specific process along with providing a next
step to be taken and solution based on each answer given.
Question 16: Answer the following:
a) Why is it important to keep complaints records? How should they be stored? Write your
answer in 50-100 words.
Ans: - It is very essential for keeping the record of components that also includes a description of
complaints as well as supporting documents so that in case when immediate action is to be taken,
the an evidence or a witness statement will be available that help in keeping the party at safe side
(Halvorsrud, Kvale and Følstad, 2016). The recorder complaints also help in classifying and
analysing the problem and trends so that risk areas can be identified and help in eliminating the
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cause of complaints by taking corrective action. The complaints can be stored in complaint
register, files of entity or using computer systems.
b) Explain the purpose of following customer service reports:
 Number of requests received per day: - This report help in determining that from how many
customers the request has been received in past days that help in identifying the customer service
trends which provide an insight that how the plan must be formulated and schedule the team
support to deal with customer request.
 Average handle time: - It is consider as a metric’s which help in assessing the efficiency of an
agent that average time they mainly take in order to deal with the customers and handling their
issues. The average handle time is mainly depending over the company’s approach related with
the customer experience and kind of service they offer or structure of a support organisation.
 Number of requests closed per user: - It shows the ration that how much of the requests are
being handled by the support team successfully which help in evaluating the further actions to be
taken to complete the remaining request for improving the customer experience.
ASSESSMENT 2
Part A
1. Development of Customer Service Plan
Template 1: Customer service plan template
Widget box customer service charter
Business vision and mission statement:
Note: Your vision and mission statement must be in reference to customer service
Vision:
In terms of customer service, Widgetbox aims to facilitate maximum support and highest
quality service to its customers, both internal and external.
Mission:
 Provide best offerings to the customers with highest quality and innovation
 Adhering to their needs of safety and delivery with maximum consistency
 To acquire and address each need of customers in a loyal and effective manner.
 Manage a two-way communication channel for any complaints or grievances.
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Internal customers Staff Members of the Yard Staff Members of the Workshop
Their needs (any three)
 A crucial need for the internal
customers of the company would be to
ensure that the supplier has the
materials dropped within the specific
time period and in perceived quality
(Zhang, Kang and Hu, 2018) .
 They would also want a proper and
consistent communication channel to
be built and used by the organisation.
 Internal customers’ other requirement
would be an effective infrastructure to
store, as well as indulge the materials
acquired within product development.
External customers West Mine Co. Medium and Small Businesses
Their needs (any three)
 A prominent need for the external
customers would be to acquire
products with highest possible quality.
 Since there has been an enhancement
of the transportation and delivery
options, another requirement is
associated with appropriately and
effectively get their deliveries within
the agreed time period, which is 2-5
days of the order.
 All the external customers would want
their queries and complaints to be
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resolved at utmost priority for smooth
running of their business operations
(MZUMARA, KAUSA and JENEFA,
2018).
Relevant product quality specifications
There are various effective product quality specifications that must be renewed in order to
ensure that the offerings meet the need of customers in an appropriate and effective manner.
Therefore, few of the relevant product quality specifications are explored below:
 Minimum Safety Requirements: There are various safety requirements associated
with the widgets that are manufactured and delivered to the customers. Some of
them are explored below:
o Widgets, in order to be safe are required to undertake weight of at least 35
Kilonewton (kn).
o As for the testing, intense sample testing must be adopted where widgets are
needed to be tested to at least 3/4th of its rated strength, which is at least 26
Kn.
o At least 5% of the batch is required to be tested until they are completely
damaged to ensure the rated quality standards of taking up the weight.
o There must be replacements of every widget that is not qualified by the
checklist.
 Dimensions of the Widget: The dimensions which the company would be giving its
customers would be about 5mm-10mm.
 Tolerance Rate of Widget: +/-10%
 Material: High end material must be used by certified suppliers towards
development and manufacturing of the widget, along with furnished quality
aluminium with a protective layer to ensure higher protection.
 Delivery Standards: The delivery of items must be within 2-5 business days.
Relevant customer service guarantees, e.g. related to time, cost and after-sales support
There are several customer service guaranties which are stated below:
 Around 98% of the deliveries would be within the stipulated and agreed time period.
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 In context of safety, all the requirements of safety would be checked, measured and
certified as per the industrial guidelines before sending the product to customers.
 The cost of the offering is $150 for every 5mm Widget, with enhancement of around
15% for each 1mm increase within the product size.
 In context of after sales, a constant 24*7 open helpline and constant access to
customer service executives is guaranteed by the organisation.
Widgetbox policies and procedures that support customer service include:
Policies and Procedures:
 Statement of Purpose:
The Purpose of this policy is in regards with the overall support provided to
individuals in regards to the customer services.
 Scope:
The scope of this policy is quite vast, due to an overall 360 degree approach been
subjected upon the customers, their need, along with their complete management.
 Related Resources:
There are several resources, in terms of procedures which are subjected towards
management of each customer in a segregated and prioritised manner. some of these
procedures are listed below:
o Step 1: Take order from the Customers through digitalised software
o Step 2: Transfer the order to the higher management for processing:
o Step 3: Contact the customers in relation to reconfirmation of order, setting
up contracts, timeline, scope, delivery date and so forth.
o Step 4: Development of the product as per the customer requirement,
o Step 5: Management of communication constantly with the customers
throughout the product development process.
o Step 6: Acquisition of feedbacks and necessary modifications within after
sales services.
 Related Legislation:
The related legislation in regards to this policy is The Competition and Customer
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Act, 2010, which governs the ways and aspects guiding organisations of how
customers are to be treated within the company.
 Approval Information:
Date of Authorisation: 27th Aprtil, 2020
Widgetbox’s Customer support policy and procedure – collecting market research
Purpose The purpose of this policy is to appropriately collect relevant and
authentic information in relation to development of new offerings,
along with getting an insight on the industrial competition, as well
as acquisition of relevant information about how best the products
could be developed that are in synchronisation with the customer
requirements.
Scope This policy is very appropriately subjected towards the R&D,
Manufacturing and Customer Relations Department of the
organisation (Kumari and Singh, 2018) .
Resources There are various procedures which are associated with this policy.
Some of these are required as under:
 Step 1: Setting up the work frame for the necessary
information that is required.
 Step 2: Providing Training to Individuals in regards to the
methods used for market research and providing
information about how best they could conduct an ethical
research.
 Step 3: Using the tools and methods for obtaining
relevant information from the marketplace.
 Step 4: Planning, prioritising an segregating information
on the basis of category, relevance and usage.
Relevant legislation One relevant and most crucial policy in regards with market
research is Privacy (Market and Social Research) Code, 2014.
According to this legislation, it is necessary that the information
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that is being obtained is acquired in an ethical form, without any
breach of privacy of respondents. Moreover, it is also necessary to
collect and store information in a manner that confidential
information such as the names, phone numbers, e-mail id’s and
even addresses are kept safe to avoid any privacy breach and any
threat to their safety.
Customer support process/es
Write any processes that support this policy. Write processes in steps where
possible, e.g. step 1: greet the customer; step 2: ask the customer what you can
help them with, etc.
In regards to this policy, there are several processes which are in support to the same. some of
these policies are highlighted as under:
 Step 1: The first step in relation to supporting this policy is to provide relevant and
effective training to the individuals of how best they could approach the market, as
well as the customers towards acquiring valuable information from them. Moreover,
this would also be subjected to setting up a team for market research.
 Step 2: The next step in supporting this policy is to set up the metrics, tools and
methodologies for acquiring the information from the market. This comprises of tools
such as Questionnaires, Surveys, Direct Interviews, Observations, Focus groups and so
forth. This step also requires giving an insight to the overall team about how best to use
these methods in an ethical and optimal manner (Kamolrat and et. al., 2019).
 Step 3: The next step towards the support of this policy is setting up communication
channels within the market through both digital, as well as traditional systems which
would allow acquiring information easily and from a range of different customers. This
would be helping the company to divide the customers and the market into groups for
teams to individually explore for a range of different objectives.
 Step 4: In context of the supporting procedure, collection tools and storage software
must also be acquired by the firm and must be encrypted so that only authorised access
is provided to the information that has been collected by the organisation.
 Step 5: This step would be to set up several controlling tools and monitor the
performance of employees against market research. This would be done based on the
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relevance and requirement of that set piece of information, along with the method
being completely ethical and effective with respect to the industrial guidelines and
protection to customers.
Widgetbox’s Customer complaints policy and procedure
Purpose The purpose of this policy is to ensure effective acquisition, as
well as management and addressing of the complaints made by the
customers of Widgetbox.
Scope The policy of the scope would be directed towards the Customer
Service and Administration Department of the company. As for the
former, they would be responsible to acquire and address the
problems of the customers. For the administration department
however, their responsibility would be towards proper storing the
complains effectively for the records to be shown to the higher
management.
Resources The procedures underpinning this policy are explored under:
 Step 1: The first step is related to setting up forums, as well
as ways to communicate where the customers approach the
company only in case of any grievances and complaints in
relation with the product delivery, quality or other issues
with the firm.
 Step 2: Next, the company must ask the customer to
provide their purchase record to the company so that a
proper pathway is linked for identification towards the
issue and its probable causes (Strand, Sandell and Berg,
2019).
 Step 3: After the organisation set up the forum, the
complaints must be acquired through digital channels or
physical forms from people who visit the company
headquarters with their complaints, so that a proper trail
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could be maintained in regards to management of these
complaints.
 Step 4: After the acquisition of complaints, proper
communication must be established with the customer
again, which would be associated with enlightening them
about how best the firm could address their complaints
without causing any inconvenience to the customers.
 Step 5: The last step in relation to this approach is
associated with finding out the cause of the complaint and
solve it with utmost sincerity, effectiveness and pace to
provide better customer service to the customers.
Relevant legislation In context of Customer Complaints, the most relevant legislation is
Australian Consumer Law (ACL), which belongs to Schedule 2 of
Competition and Consumer Act, 2010. This law governs the
purchasing of goods and services of customers by any company,
along with serves as a guide for them, as well as for the companies
towards setting up contacts with the parties, as well as protection
of consumers against any fraud or discomfort.
Customer support process/es
Write any processes that support this policy. Write processes in steps where
possible, e.g. step 1: greet the customer; step 2: ask the customer what you can
help them with, etc.
To support the customer service activity, there are few steps which would be supporting the
implementation of this policy in the company. Therefore some of these steps are presented
below:
 Step 1: The first process in context of supporting the above policy is Establishment
mode of communication. It is very important that a proper and appropriately structured
medium of conversation is selected so that the complaint could be made effectively,
along with appropriate details about the issue which the client is currently facing.
 Step 2: Another crucial and necessary step towards supporting the above problem is
Determining Norms for the customer service executives towards handling a complaint.
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This would require inclusion of relevant legislation, along with the motive of the firm
to make the customer feel welcomed with their issue and instil the confidence within
the company for getting the issue resolved in the most effective and essential way
possible (Ozkul and et. al., 2019).
 Step 3: This is perhaps the most important process towards supporting the customer
service policy of the company. This requires Widgetbox to set up the Speech an actual
way of addressing the client. It is crucial that the complaints are addressed in a way
which does not hold a bad reputation of the company and create negative perception of
the firm within the eyes of customer, as well as within the market. Therefore, a set
procedure and protocol is necessary to be developed and followed by the company. for
example, the first thing the executive must perform is actively listen and record the
complaint of customers appropriately. Secondly, to ensure that the customer is
appropriately consoled, the executive must provide them with optimistic statements to
regain their trust towards handling their problem. Moreover, the executive is also
required to pretty much empathise with the customer as there could be times where
they might have incurred a big loss. Lastly, a detailed plan of action must be
communicated to the customers of how best the firm is willing to deal with their issue,
along with a set timeline in associated with the same.
Widgetbox’s Recordkeeping policy and procedure
Purpose The purpose in regards with the Recordkeeping Policy is to
effectively and securely store and manage the information about
the company’s performance, its customers’ data, business strategy
reports, forecasts, confidential information and so forth. Moreover,
it is also associated with safeguarding the sensitive information
from any sort of theft or loss (Teleaba, Popescu and Santa, 2019).
Scope Within Widgetbox, this policy would be taking into consideration
all the departments, as well as the individuals associated with the
company, as recordkeeping is one activity, which is subjected to
every department and stakeholder of the firm.
18

Resources There are several procedures and resources attached to this policy.
As for the resources, it includes the firm’s overall infrastructure
associated with recordkeeping, which includes their staff members,
software, hardware, safety and security protocols and so forth. In
addition, the procedure linked with the same within the firm are
showcased as under:
 Step 1: Firstly, the recordkeeping procedure starts with
relevant details of customers, their addresses, phone
numbers, company names, nature of business, purpose of
purchase and so forth. As for employees, this process
begins with their past employment records, performance
and personal details, hob applications person
specifications, special requirements and so forth.
 Step 2: The second step of the procedure requires the
administration department to undertake a detailed research
to find out relevance of the provided information through
tracking their past and present government records. This
also requires them to contact the firm’s CEO whooshes to
make a purchase, along with past employers or university
principals in relation to identify the authentication and
relevance of data.
 Step 3: Ahead of the previous step, the information is
required to be secured in a manner that is accessible
whenever required, but only by the authorised individuals.
Moreover, the software and storage accounts must be
encrypted and password protected to ensure safeguarding
from any sort of theft or loss (Tsafarakis, Kokotas and
Pantouvakis, 2018).
 Step 4: The last step of the procedure of the company
needs the administrative department to modify, alter and
update the information as per the changes in market
19

structure and statuses of the employees, as well as of
customers in a prominent manner.
Relevant legislation A legislation that is relevant to the above mentioned
Recordkeeping Policy is Privacy Act (2014), as per which the
information stored within databases of the organisation must be
accurate, relevant and protected by the firm under all
circumstances, from every kind of theft or contingency to be
accessed within the future effectively.
Customer support process/es
Write any processes that support this policy. Write processes in steps where
possible, e.g. step 1: greet the customer; step 2: ask the customer what you can
help them with, etc.
There are certain processes which support Recordkeeping Policy within Widgetbox, some of
which are explored under;
 Step 1: The very first step in supporting the mentioned policy is to effectively
determine who would be responsible to ensure recording and safety of information,
along with the resources that would be needed. In this regard, the company would be
able to support the recordkeeping by selecting individuals that are fit for the job, along
with several resources which are necessary for the firm to possess before moving on to
actual record keeping (Ogungbayi, Olatidoye and Agbebi, 2019).
 Step 2: Another relevant process in regards to supporting the recordkeeping policy is
the preparation of file plan. This needs the organisation to set up a framework in
relation to segregating the information in regards to their usage, along with need within
the firm, to enhance the management in a better and more effective manner. In addition
to this, the segregated categories must also be stores separately to avoid overlapping of
information (Chowdhury, 2019).
 Step 3: Another very crucial procedure for the company is associated with
appropriately updating the records in a consistent and periodic basis. This would highly
support the recordkeeping process by limiting and reducing any scope of backlogs
which might be irrelevant and acquire a huge storage space unnecessarily.
 Step 4: Provision of training to employees is another process which Widgetbox must
20

acquire to support recordkeeping policy. Each employee related to the process must be
well versed with the current software and procedure that is required to be followed so
that the work towards the same happens without any scope of error. They must also be
trained with new technologies to enhance their productivity towards maintaining
records within the organisation.
 Step 5: The company must also ensure that external audits and effective monitoring of
recordkeeping standards are in position so that the relevant and required information
could be access with utmost speed and reliability, along with protection provided to
each and every customer in regards with maintaining their privacy and confidentiality
requirements (Schmidt, 2018).
2. Personal Reflection:
The plan set above is at par with the industrial standards and the design of the overall plan is
quite likely to function effectively towards achieving quality customer service, as well as legal
compliance. The reason for the same is that all the necessary legislative acts associated with
elements of customer service have been taken into account while preparation of the plan.
Moreover, the areas taken under the plan are the ones which are most likely to require the
organisation towards providing customer service. In addition to this, the plan also relates with a
detailed and stepwise display of how each factor and policy related to customer service would be
controlled and managed.
The plan above is quite effectively compatible with the best practice models like RATER
Model, along with voluntary standards and codes of practice. The reason for the same is because
the current and potential capability of the organisation, along with customers are kept as prime
focus of the plan around which all the operations, steps and functions are marked. Furthermore,
there are a range of different and effective procedures which are adopted in alignment with the
industrial, as well as legislative requirements, that allow the firm towards maintaining different
policies and provide appropriate customer service in a legal, effective and desirable manner (Ali,
2018).
The public relation and product promotion approaches which are appropriate for the
Widgetbox is ensuring that a compatible and user friendly communication interface is set up to
21

build PR within the market, along with use of social media and digital marketing towards
promoting the firm’s products, services and business practices to the existing, as well as potential
customers.
Part B
Recording the Meeting
Minutes of Meeting
The Meeting was held for about 60 Minutes.
Meeting Objective:
The objective of this meeting was to appropriately discuss the effectiveness of the above
mentioned customer service plan within Widgetbox.
Attendees:
The meeting was attended by Two Management Consultants, The Owner and the Customer
Venue:
Venue of this meeting was the company headquarters of Widgetbox
Date:
27th April, 2020
S.No. Points Discussed Actions Suggested Target Date
1. Design of the Plan The design of the plan is
required to be more flexible in
order to be sufficient enough to
take up modifications in the
future in regards with the overall
changes in the market and
customer service requirements
(Sharma and Srivastava, 2018).
15th May,
2020
2. Compatibility of the Model While the model is appropriately 22nd June,
22

compatible with RATER model,
it must have inclusion of several
other relevant legislations which
are supportive towards providing
better customer service to client
consumers of the company.
2020
3. Cost of the overall plan The cost is going slightly going
over the top with what was
previously expected by the
organisation and hence, a rather
sustainable approach is being
planned to be adopted by
Widgetbox to ensure that the
plan takes place within the
requirements and potential
capacity of the company (Pilarz
and Kot, 2019).
20th October,
2020
4. Maintenance of Quality Standards This is a crucial area of
improvement and must be
undertaken into consideration
due to the fact that the methods
suggested towards providing
customer service could be
improvised by shifting onto
better and more sustainable
alternatives in the future
(Carroll-Tidman, 2018).
31st
December,
2020
Signature of attendee 1: Signature of attendee 2:
23

Signature of attendee 3: Signature of attendee 4:
ASSESSMENT 3
Part A
Customer team performance
There have been many incidents in the company from which it can be said that that the
performance of customer service team is not good which is leading to an increase in
dissatisfaction of company’s customers like West Mine co. Jasmine and Taya are two new staff
members appointed in customer service team do not seem to be able to handle customer
complaints in an appropriate manner. This leads to dissatisfaction among customers and it also
affect to the brand image of Widgetbox leading to a decrease in its loyal customer base along
with legal complaints against the company.
Probable causes of customer service shortfalls
There can be certain causes which is leading to bad performance of customer service:
 Absence of John who is the supervisor of this department.
 The new staff members are unable to understand company policies and procedures
regarding dealing with customer complaints.
 Stress due to increasing calls as the quality of service given to customers is decreasing.
 The staff members are unable to coordinate their work.
Options to address the problem
There can be various ways that can be used by Widgetbox to improve customer service:
 Training and development of staff members so that they can learn about company
policies and procedures, can know about their important and big clients, gain knowledge
on how the complaints are dealt etc.
 Appointing a supervisor in the absence of John so that the new staff do not find it
24

difficult to understand to handle their work and can also increase their work performance.
 The staff members need to be increased so that they can efficiently be able to deal with
the growing number of customer complaint calls.
Part B
To: West Mine Co.
From: Customer service manager, Widgetbox, Australia
Date:
Subject: Apology regarding the unsatisfactory customer services given to the company.
We the family of Widgetbox are extremely sorry about the faulty services that are provided in
past by our customer service staff which caused inconvenience to you. There had been
misunderstandings from the side of our staff that have been newly recruited and are new to
company policies and procedures. The faults have been identified and we are working towards
correcting our mistakes. The refund will be processed within a week and the faulty items will be
replaced. The client is requested to accept our sincere apologies. Also we assure the client that
no such mistakes will be repeated in the future.
Sincerely,
Name: Customer service manager
Signature
Part C
Team A :Scenario 1
In this scenario, Vince is the customer and Taya is the customer service team member
and the conversation between the two goes as follows:
Taya: Good afternoon this is Taya on the line, welcome to Widgetbox customer care service.
How may i help you?
Vince: I have just returned home after purchasing a 7mm widget for my gardening tool from
Widgetbox. The packaged box here says 7mm while after opening the box i found that it
contains a 5mm widget.
25

Taya: Sorry sir, we are extremely sorry for the inconvenience and yes there has been a mistake
in the order.
Vince: I want a replacement for my product.
Taya: Sorry sir, we are not authorised for replacement but we can do a refund.
Vince: This is the second time i am facing the same problem. Authorise replacement else i will
lodge a complaint to fair trading or customer protection or ACCC.
Taya: Sorry for the inconvenience. And i have processed your complaint, your items will be
replaced. Thanks for calling. Have a good day.
Did Taya follow the complaint handling policy and procedures? No
Did Taya address customer complaint? Yes
Did Taya greet the customer to your business in a friendly manner? Yes
Was Taya clear and professional in his approach towards customer? Yes
One key principle of policy and procedures of the Customer complaint handling
policy and procedures not followed
Taya was unable to follow the company policy and procedure of being prompt to the
complaint of customer which lead to the increase in agitation of customer towards company
and Vince threatened to lodge complaint against the company. Thus taya should have at the
first instance agreed for replacement so that the customer did not threaten on filing a
complaint.
Team B: Scenario 2
In this scenario, Michell is the customer and Stuart is customer service team:
Stuart: Hi this is Stuart welcome to Widgetbox customer care service. How may i help you?
Michell: I recently bought a widget from Widgetbox and while using it for the first time it
snapped and its pieces blew in the air. My window was hit and it smashed into pieces. It could
have hurt my eyes!
Stuart: Ma’am we are extremely sorry for the faulty widget.
Michell: I want the company to refund back my money along with the money required to replace
the window upfront.
26

Stuart: Widgetbox will investigate the problem to fix it immediately. Is there anything else we
can help you with?
Michell: When will the company follow-up regarding the matter?
Stuart: The matter will be solved within 24 hours. Sorry for the inconvenience. Have a good
day!
Did Stuart follow the complaint handling policy and procedures? Yes
Did Stuart apologize? Yes
Did Stuart greet the customer to your business in a friendly manner? Yes
Did Stuart describe what Widgetbox will do to solve the problem immediately? No
One key principle of policy and procedures of the Customer complaint handling
policy and procedures not followed
Stuart did not follow the company policy and procedures regarding the disclosure of how the
complaint of customer will be addressed which can lead to their further dissatisfaction as they
might be unsure as to how much refund the customer will receive and when will be matter be
investigated.
Part D
Manager name Employee names:
Taya and Stuart
Time Date
Location Widgetbox
Current
performance
issues
There are various performance issues being faced by the customer
service staff of Widgetbox which leads to an increase in
inconvenience of customers of company along with the loss of brand
image of company. The customers get frustrated with the services
given to them which lead them to lodge complaints against the
company that further deteriorates its market position while also
27

loosing the trust of its loyal customers. Following issues are faced by
different staff members of company:
Taya:
 She has been stressed due to the increase in number of calls.
 She also had no knowledge about the production problems in
company which affected her efficiency in dealing with
customer complaints.
Stuart:
 He is unsure about the call handling process.
 He also face problems in handling the problems of aggressive
customers.
Questions asked to
understand and
clarify their
perspective
What are the problems that are being faced by you while dealing with
customer problems?
Do you have knowledge about company’s complaint handling
procedures and policies?
Do you know the exact process which can help in dealing with their
complaints?
Do you know the amount of time you need to spend on one call?
Describe the policy
and procedures for
handling customer
complaints
Widgetbox follow various policies and procedures so that customer
complaints can be efficiently dealt with:
 Being prompt to respond to customer complaints so that their
waiting time can be reduced and they can be given efficient
service on time.
 The customer service staff needs to be polite and friendly
while talking to the customers and addressing their complaints
so that better customer relations can be established.
 The way in which customer complaints will be processed need
to be disclosed so that customers can be given a broad idea as
to how the complaints will be processed.
Summarise
techniques
There are various techniques that can be followed by the customer
service team members while dealing with the complaints of
28

for handling
different
types of customers
according to their
individualistic
requirements
customers:
 The employee must greet customers in a friendly and
empathetic manner so that the anger of customers can be
reduced at the first instance.
 The customer’s purchase history must be immediately
identified so that the problem can be known from the root
cause.
 It is important that the staff members have knowledge about
company policies regarding production and sales so that they
can address customer problems efficiently.
 The employee must be able to communicate clearly and
professionally to the customers so that their complaints can be
addressed immediately.
Explain techniques
for solving
customer
complaints
After registering the complaints of customers it is important that steps
are taken so as to resolve their problems immediately.
 Redirecting or transferring their calls immediately to the
respective department so that their complaints can be solved
effectively.
 Processing the complaints of customers so that they can reach
to the management of company and appropriate steps can be
taken to address their problems.
 The best solution possible to address customer complaint must
be chosen so that good relations can be maintained with
customers.
 Follow-up must also be taken from customers so that their
satisfaction level after solving their problem can be known
which will also help in strengthening relations with clients.
29

ASSESSMENT 4
Part A
Key performance indicators are measurable values which help in determining the
efficiency of an organisation in completing its work while also improving its performance by
evaluating the KPIs of company. Following are the KPIs which are set for Widgetbox customer
service representatives so that their performance can be evaluated:
KPI’s Description
Call/enquiry/complaint
handling time
It is the time which is required by the customer service
representative in dealing with the complaints of each customer in
an effective manner so that their complaint can be efficiently
heard, registered while also finding effective solutions to their
problems so that satisfaction of customers can be increased (Anh
and Thuy, 2017). The time which is determined by the customer
service manager is about 15 minutes within which effective
solutions to complaints of customers must be found.
Following
organisational
procedures
It is important that while dealing with customer complaints the
organisational procedures are followed so that these can be
efficiently dealt with:
 Listen properly
 Fix the problems immediately
 Apologies and thanks
 Getting to the root cause of problem
 Preventive measures
 Follow up
These procedures must be followed by the customer service
representatives so that they can address customer complaints in an
effective manner.
Assisting team
members to improve
customer service
The team members need to be assisted properly so that they can
perform their task in an appropriate manner :
 It is important that the customers are greeted politely and
respectfully.
30

 The history of customer’s purchase must be immediately
found.
 The calls must be directed to the departments in company
which is specialised in dealing with certain complaints of
company.
 Reports must be immediately given to the supervisor in
case of refund or replacement.
 Good customer relations must be maintained with
customers (Dauda and Lee, 2016).
Customer retention It is important to retain the existing customers of company by
increasing their satisfaction so that they can become loyal to
company and continue to purchase products from the company. It
is important that better customer care services are provided to
customers so that their complaints can be addressed immediately
which will help in reducing their inconvenience and increasing
their trust and confidence in company.
Ability to record and
store
customer information
The customer service representatives must record and tore
customer information and the history about their purchases along
with their complaints so that follow-up can be given to them and
the previous mistakes can be reduced thereby increasing their
satisfaction with company products and services (Santouridis and
Veraki, 2017).
Part B
It is important that the performance of team is monitored against the set KPIs so that the
ability of company in addressing customer complaints in an effective manner can be determined.
It also help in monitoring the performance of employees against these standards so that
appropriate improvements can be made and continuous improvement in their performance can be
achieved.
KPIs Monitoring Plan
Complaint handling time The time taken by employees to deal with customer complaints
can be monitored by tracking down the time taken by them to
31

complete their calls on an average in a day so that the
improvement in time taken by them in dealing with customer
complaints can be monitored effectively (Vogus and
McClelland, 2016).
First call resolution It is the ability of employees to deal with customer complaints in
their first call so that they do not have to call again for the same
problem. This can also be monitored by using a system that can
help in tracking the calls of employees in company so that the
repetitive calls from same customer can be identified.
Customer satisfaction It is the ability of employees to satisfy their customers by
addressing their complaints in an effective manner. Feedbacks
from customers can be taken so that their satisfaction related
with services received by them can be known (Amin, 2016).
Customer retention If the customer retention in company gets increased it means that
the performance of customer service representatives have
improved which has increased customer retention in company. It
will determine the improvement in their performance so that they
can efficiently deal with customer complaints.
Ability to follow company
procedures
If the employees are able to efficiently follow company
procedures then it means that they can deal with the customer
complaints in an effective manner and also improve their
performance. This KPI can help in increasing uniformity and
standardisation of work so that coordination and cooperation
among worker can also increase (Pizam, Shapoval and Ellis,
2016).
Number of calls If there is a decrease in number of calls of customers regarding
complaints about company products and services then it can be
said that the work efficiency of employees have increased and
they are able to deal with customer complaints in an effective
manner.
32

Thus the above KPIs can help in monitoring the performance of employees so that
improvement in their performance can be done that can help in retaining customers and also
making loyal customer base in company.
Part C
Following questionnaire is prepared to be answered by customers so that customer
feedback can be collected based on the KPIs set in company so that the gap between services
provided and customer expectation can be filled. The questionnaire will be presented to 20
customers of Widgetbox so that their responses can be known:
QUESTIONS Strongly
disagree
Disagre
e
Neutra
l
Agre
e
Strongly
agree
Q1) Do you think that 15 minutes time will
be sufficient in dealing with customer
complaints?
2 3 5 6 4
Q2) Will monitoring first time resolution
help in filling the gap between what is
expected and how their complaints are
addressed?
3 4 3 7 3
Q3) Will monitoring customer satisfaction
level help in improving performance of
employees?
3 5 4 4 4
Q4) Increasing the customer satisfaction
means that the company services have
improved?
1 4 6 5 4
Q5) Will monitoring customer feedbacks
help in retaining customers?
4 4 4 5 3
Q6) Should customer retention be used as
KPI to monitor employee performance?
3 5 4 4 4
Q7) Is it important to follow company
procedures to fill the gap of customer
2 2 5 6 5
33

support service?
Q8) Will the decrease in number of calls
indicate that the customer satisfaction has
increased?
2 4 6 6 2
Q9) What do you think Widgetbox needs to do so that customers can be retained in company?
Ans. The company must improve its production and distribution procedures so that products
which are high in quality can be made available to customers so that they are of the right quality
and quantity and safe to be used by customers.
Q10) What improvements can be made in customer service of company so that the customer
satisfaction can be maximised?
Ans. It is important that the company train its employees so that they can talk politely, respond
promptly to calls, have knowledge about company policies and its production inefficiencies etc.
so that they can address company problems.
Part D
After receiving the performance data and customer feedback it is important that a meeting
is set with the manager of customer service so that these data can be evaluated and analysed that
can help in improving these procedures. Some issues which are identified in this data is that the
employees of company need to be made efficient in dealing with customers. Also the company
need to improve its production so that errors can be reduced. The company can use training and
developing programmes to make employee performance effective. TQM, lean production etc.
can help in making its operations and production efficient (Ali, 2016).
Part E
Recommendations:
 The company needs to improve its production so that high quality products can be
delivered to them as per their needs and wants.
 Address complaints of customers immediately and do not repeat the same mistakes again.
 Customer service, products and service delivery of company needs to be improved so that
better customer relations can be formed.
Rationale:
34

 As the customers are facing problems related to the quality of products it is important that
company use methods like TQM, lean production etc. so that their satisfaction can be
increased.
 Improving the efficiency of customer service representatives so that customer complaints
can be handled efficiently.
 It is also important that efficient technologies are installed in company which can help in
monitoring the KPIs which monitor the efficiency of performance of employees of
company.
35

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