Managing Customer Service Quality

This report evaluates the business model and strategies of Bounce Fitness in terms of customer needs and expectations. It also provides a customer service strategy and policy for the company.

Running head: MANAGING CUSTOMER SERVICE QUALITY 1
Managing Customer Service Quality
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Task 1: organization report
Introduction
The bounce fitness organization is a business that helps people maintain and manage
body health and fitness. The firm serves major organizations in the Brisbane, Melbourne and
Sydney city centers. It helps the people become highly productive through reduced overall costs
from the innovative wellness strategies and programs. The firm operates under two major facts;
employees who are healthy are productive than those who are chronically ill, and It is less costly
when illnesses and injuries are prevented than when treating them after occurring.
Background and purpose
The bounce fitness business involves offering to employees of various companies
services that are related to body fitness and wellness. The services include gym premises that
ensure that the people working for different firms do body fitness exercises to enable them keep
fit. This is a strategy that makes the employees have good health conditions of their bodies to rid
themselves of illnesses that come with increased body weight (Jahanshahi, et al. 2011, p. 259).
This means that the services offered at bouncy fitness are meant at reducing the body weight and
ensure that the employees have manageable weights that make them increase their work output.
The aim of the report is to ensure that it evaluates the various business model and strategies at
bouncy fitness firm. This paper intends at investigating the business model at Bouncy Fitness in
terms of the customer needs and expectations. It gives a feedback from customers for the
company who get served by the business. At the same time, a strategy policy on customer service
is given in the report to ensure that the firm runs its operations and services well.
Monitoring business performance

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For business to continue thriving and growing in terms of profitability, it is important to
ensure that there is continuous monitoring on its key operations. There are various strategies that
ensure good business monitoring and performance. These include; continuously assessing its
core activities to ensure work continuity, assessment of business efficiency, reviewing the
financial position of the business, conducting competitor, customer and market analysis, and then
using the review to have the business redefined.
Records and reporting of business performance
There are various records and reports that need to be maintained to ensure good
performance of the business. These include such records as meeting minutes, accounting records,
memoranda and employment contracts. These records show what objectives and goals have been
set, communicate key issues to stakeholders and show financial position of the business through
sales, purchases and balancing between expenses and revenues (Mahamad and Ramayah, 2010,
p. 72). They show the status of the business at any given point.
Assisting staff to meet standards
The staff may encounter challenges in meeting standards for goods and services. They
can be helped through training, demonstrating, carrying out quality assurance, monitoring and
guiding through production process, and experiencing continuous assessment and correction.
They can also be given work manuals to guide them through the production and work process.
Business resources
There are various human and business resources that support performance. Human
resources include staff, management and customers who provide skills to help in production. The
staff needs to be trained on how to develop production standards. The physical resources include
automated machines, the business premises such as buildings, raw materials supplies and energy.

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All these determine the quality of products and how standards of quality are maintained. These
resources need to be utilized well through proper maintenance and updates. The staff needs to be
trained for skill development.
Evidence of customer feedback gathered
Survey methodology questionnaire
1. What do you understand by good customer service?
2. What are the customer expectations that you have for the company?
3. What do you dislike about bounce fitness organization in relation to service delivery?
4. What are the recommendations that you may give to the organization to make
improvement on service delivery?
5. Which services do you find most satisfactory from the company?
6. How do you compare the Bounce Fitness organization and its competitors in the market?
7. What are the negative aspects that regard the organization?
8. What are the positive aspects that concern the organization?
9. How do you find the costs charged for the services delivered?
10. Would you recommend new customers to the company?
Answers to the survey
1. Many customers understand good customer service as the one that involves timely
delivery of the services at reasonable cost and good quality.
2. The various customer expectations include good services of the right quality, delivered in
time at low costs.
3. Different customers dislike the bounce fitness organization for its being rigid in terms of
change; they offer some services using equipment and machinery that are not modern.

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4. The company needs to make changes by installing modern equipment and training all its
staff to offer better services to clients
5. The most satisfactory service offered by the business includes health care management
services through physical exercise
6. The company offers better services at fair prices compared to its key competitors in the
market
7. The negative aspects concerning the organization include delayed services that are not
timely at some times and high charges for some services.
8. The positive aspects about the company include the fact that they offer high quality
services at fair prices.
9. The costs charged for the services are fair when compared to the competing firms.
10. Yes, most customers can recommend new ones for the services that are offered in the
company.
Customer service strategy and policy
1. Customers should be given the first priority
2. Customer satisfaction is the key objective of the company
3. Staff needs to respect the client at all costs
4. Reports should be directed to the management in case of major customer complaints
5. Services and products are to be delivered in time, be of the right quality and cost
6. The staff should be committed at ensuring overall growth of the firm
7. The customers have to be consulted regarding the services and products they expect from
the company
Needs and expectations at Bounce fitness business

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The organization provides the customers with a program on health care cost and
management to all the employees (Ryu, Lee, and Gon Kim, 2012, p. 217). The program is meant
to increase the productivity among the workers and lower the overall costs of running the
business. Bounce Fitness is an organization that seeks to ensure that their customers enjoy the
following benefits that are critical to the business. These serve to be the customer service
expectations and needs. They include;
i. Customization
The company promises to offer totally customized solutions for all companies including all
employees within the organizations. This means that the services are targeted towards satisfying
each particular employee and customer to increase customer loyalty (Yoshida, and James, 2010,
p. 350). This ensures that the firm provides the customer with quality services that make them
satisfied and come seeking the same services repeatedly. The customers expect top quality
services that are of convenient cost.
ii. Convenience
Clients are not likely to use services which are not convenient. The Bounce Fitness organization
has been able to recognize this fact and strives at making their services more convenient for all
targeted groups of clients. Convenience involves service delivery based on time. Just like any
other business time factor is important in service and product delivery. The customers expect
timely services that have no delay in delivery as this is part of the factors that satisfy them most.
iii. Strategy that is result-oriented
Bounce Fitness organization needs to improve its bottom line so as to maintain and attract more
customers (Angelova, and Zekiri, 2011, p. 232). While the company strives towards addressing
the various needs of its clients, the truth is that they need to offer significant value to their clients

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and companies so as to grow their share of the market. Result-oriented strategy involves looking
at the end outcome which involves the satisfaction of clients. Customers expect to have services
that satisfy them so that they can be loyal to the company.
Customer service
The customers will be given quality products that meet their preferences, needs and
demands. The business will monitor production processes to make sure that goods and services
produced are of high quality. Good quality products attract customers because they are in line
with their demands. Products of poor quality will discourage customers from buying them
because they will not meet their demands.
Timeliness is a very important factor in a business. Goods and services are supposed to
be produced in time such that they reach the consumers at the time they need them. The business
management should be very smart in coordinating each and every process of production to make
sure that things are done in order and at the correct timing (Mahamad, and Ramayah, 2010, p.
72). Keeping time is a critical issue that the business takes in consideration. It ensures smooth
running of business activities that is aimed at making efficient and effective production. When
products reach consumers at the correct time, a lot of sales are made hence leading to
achievement of goals and objectives of the business.
In a business, cost of products is a key factor to consider. The business sets fair costs on
goods and services so that consumers may purchase without complaining. Goods of high quality
are charged at a considerable price that is worthy the product. Cost of goods may encourage or
discourage consumers from buying the products. Customer loyalty will be rewarded through
costs that are subsidized. Customers who recommend others will also be considered.

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References
Angelova, B. and Zekiri, J., 2011. Measuring customer satisfaction with service quality using
American Customer Satisfaction Model (ACSI Model). International Journal of Academic
Research in Business and Social Sciences, 1(3), p.232.
Jahanshahi, A.A., Gashti, M.A.H., Mirdamadi, S.A., Nawaser, K. and Khaksar, S.M.S., 2011.
Study the effects of customer service and product quality on customer satisfaction and
loyalty. International Journal of Humanities and Social Science, 1(7), pp.253-260.
Mahamad, O. and Ramayah, T., 2010. Service quality, customer satisfaction and loyalty: A test
of mediation. International business research, 3(4), p.72.
Ryu, K., Lee, H.R. and Gon Kim, W., 2012. The influence of the quality of the physical
environment, food, and service on restaurant image, customer perceived value, customer
satisfaction, and behavioral intentions. International journal of contemporary hospitality
management, 24(2), pp.200-223.
Yoshida, M. and James, J.D., 2010. Customer satisfaction with game and service experiences:
Antecedents and consequences. Journal of sport management, 24(3), pp.338-361.