Management of Quality Customer Service

Running head: MANAGEMENT OF QUALITY CUSTOMER SERVICE
Management of Quality Customer Service
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Author’s Note

1MANAGEMENT OF QUALITY CUSTOMER SERVICE
Table of Content
Introduction................................................................................................................................3
Task A: Knowledge Based Question.........................................................................................3
Task B: Customer Service Plan..................................................................................................6
References................................................................................................................................13

2MANAGEMENT OF QUALITY CUSTOMER SERVICE
Introduction
This report provides a detailed analysis of customer service by reviewing the current
status of customer service management given in the case study of Innovative Widget.
Khodakarami, and Chan (2014) mentioned that customer service is a significant aspect of
business, which needs to be tailored and arranged as per the needs of customers because the
level of customer service often determines success of the business. The purpose of the report
is to review the existing customer service of Innovative Widget aligned with the product it
produces and develop a suitable service plan to help Innovative Widget address its current
customer service issues and enhance the quality of customer service.
Task A: Knowledge Based Question
1. Complaints can happen every day and when a customer complains, assuming that it is for a
good reason, which means they made a purpose that did not meet their expectation- product
or service. Trkman et al. (2015) mentioned that one common characteristic in customers is
that customers usually want to know someone is listening and they expect that some is
intended to take care of the issues to their satisfaction. The following example shows how
five different approaches –“stay calm, listen well, acknowledge the problem, understand the
facts and offer solution” altogether can be used to deal with customer complaint.
There can be situation, for example, in which the customer may come up with issue
like, “I purchased a widget of 10mm, but colour is not depth and itz size is not proper as
mentioned......bad choice of the brand.... No response from the service team, I want my
money back right away ...so disappointing!!! ..@inwidget”
Now the customer service executive of Innovative Widget needs to remain calm and
listen to customer carefully. The customer service executive can respond this in a following
manner:

3MANAGEMENT OF QUALITY CUSTOMER SERVICE
a). We are extremely sorry for the inconvenience caused to you; however, we assure a speedy
solution to your problem. Thanks for reaching us.
b) You want a more intense colour? This is a good idea and we could add quit easily. The
size of your widget is not proper, we thank you as you noticed that; can you please send your
product to our mailing address, we take 24 hours to fix it and deliver back to you.
2. Set a company-wide customer service policy: Undoubtedly any business stands on a few
core principles – such as compensation, availability, satisfaction and happiness but
Taherparvar, Esmaeilpour and Dostar (2014) mentioned that these policies are never the sole
responsibility of care providers dealing with directly with the customers. The organization
needs to make sure that each member of the organization maintains the policy of excellent
customer service and the care for the customers must shin through.
Make yourself available: It is not possible to learn when the customer is going to contact the
service team and especially in the manufacturing sector, people usually make purchases of
high cost (Cook 2017). Thus, providing an email address or single phone line contact is not
sufficient. So, the business needs open up many channels of interaction as possible which
may range from a call centre to monitoring social media engagement.
3. In the first day of my job in a new company, I would focus on relationship building and
presenting as well as selling ideas because it is very important for any employee to build
relationship with the co-workers because internal bonding often helps to resolve the
workplace issues. On the other side, relationship building approach also helps to develop an
effective relationship with the customers. In addition, presenting new ideas to the
management often creates the scope for innovation.
4. Aga, Noorderhaven and Vallejo (2016) mentioned that finding great talent is difficult but
what is more challenging is keeping the talent engaged for better team performance. Unless