Managing Quality Customer Care

This article discusses tips for managing quality customer care, including customer service plans, strategies, and objectives. It also covers legislative and regulatory requirements, product dimensions, and recommendations for improving customer service.

Running head: MANAGING QUALITY CUSTOMER CARE
MANAGING QUALITY CUSTOMER CARE
Name of student:
Name of university:
Author note:

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MANAGING QUALITY CUSTOMER CARE
Task 1
Customer service plan
 The mission statement of VTI Karmart is along with its joint ventures, to attain and
attract the high-valued products, cars and services through the most contented
experience in Australia. We also believe that the company should work as a team and
promote automotive leadership through a collaboration between the investor, dealer
and the employee. The vision statement of VTI Karmart is to become the most
prominent, respected, and successful and high-quality car company in Australia. The
vision is to see VTI Karmart emerge as global player in the market of automobile.
 The needs and desires of the customer will be investigated through primary data
collection technique. Questionnaires comprising of both open-ended and close-ended
questions will be the feature1. Some of the questions that will addressed the kind of
cars that are preferred by the customers, which income-group prefer which kind of
car, whether there is an availability of appointment, whether the customer service is
easily available, whether there is proper communication during service and whether
the customers receive an update on the progress, how would the customer rate the
service in terms of the behaviour of the customer service assistants, overall quality of
the customer service on a scale of 1 to 5 and whether the customers would
recommend others to visit VTI Karmart.
 Based on the data collected through the questionnaire, the needs of the customer will
be assessed. It will give the company information on the types of consumers based on
their income level, preference of cars based on their income level and so on. Once we
have information on the views of the customer, we will model cars based on their
preferences. In case, the customers are not satisfied with our service we will improve
on those areas. In case, the customers are happy with the customer care service we
would retain the quality and formulate measures that would make their car buying
experiences easier.
 Legislative and regulatory requirements pertinent to customer service-
According to the ADRs (Australian Design Rules) there are certain standards to be
maintained for vehicle safety. The motor vehicle Standards Act 1989 enshrines that
all road vehicles manufactured in Australia, whether imported or second-hand
vehicles need to concede to the standards laid by ADRs2. The manufacturing of the
automobiles in Australia need to follow the legislation of the government and
compliance to the ADRs. The aim of the government of Australia is to harmonise the
national vehicle.
1 Strategy And Objectives - Woolworths Group' (Woolworthsgroup.com.au, 2018)
<https://www.woolworthsgroup.com.au/page/about-us/our-approach/strategy-and-objectives> accessed 20 April
2018.
2 Porter M, 'Michael E. Porter - Faculty - Harvard Business School' (Bing.com, 2018)

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 Ensuring quality service- some of the keys in maintain a good customer care
relationship by customer care service an ongoing focus. The employees need to
realise the opportunities that would enable them to enhance their customer service
skills. The new employees need to feel motivated in providing great customer
experience to the customers and create a culture of accountability. Instead of creating
an environment where the customer will have to bring the car for service, the
endeavour would enable the customer to feel more valued and help them to foster a
deeper trust. The cost of the automobile ownership has huge impact on the decision –
making of the customer. There needs to be a consistent effort to maintain a customer
service.
Task 2
 As understood from the given case study, delivery to the customers is not being made
according to the demand of the customers. Unpunctuality from the company end to
deliver the automobiles have become a reason for customer dissatisfaction. The need
of the hour is to diversify the team instead of having one team of drivers for
delivering cars to same city, inter-city and intra-city. Doing this would ease the
pressure on the team of drivers. During the interview and screening of the drivers, it is
important to choose drivers who are dedicated to their job. Another option would be
to employ more drivers and diversify the task. There would be the implementation of
the analytical tool that would help to identify and predict analytics that would enable

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in precluding the recalls3. This would enable the suppliers in marinating the
inventories for the supply chain.
 I would distribute questionnaire to the customers. During exit, there will be a
customer feedback form to understand the problems and desires of the customers.
Online survey will also be conducted through youtube and other social media
platforms. I will conduct survey in the malls and generate awareness about the
company and at the same time elicit data that would be helpful in understanding the
current demands and recommendations of the customer.
 The customer handling procedure would keenly listening to the problems of the
customer and understands their issues. The second step would to empathize with their
situation. The third step would be to provide a solution and ensure that the solution is
executed in a proper manner. There is a need to do follow-up and see whether the
customers are contended and come up with solution.
 As discussed above the customers are dissatisfied due to the inconvenience caused
during delivery are there too much pressure on the drivers as they are assigned for
delivering the automobiles4. The same team of drivers are overburdened therefore,
creating a situation of conflict and leading to misunderstandings between the
company and the customers. Therefore, there is a need for immediate intervention.
 The five plans that I would adopt to reduce the pressure on the drivers is (a) recruit
better drivers who are dedicated to their occupation (b) expand the teams (c) clearly
explain the drivers about the vision of the company (d) would implement the reward
and bonus system to motivate more drivers and e) I would monitor the activities of the
driver through a tracker system and regularly collect feedback from the customers
regarding the performance of the drivers.
 These recommendations would be helpful in motivating the drivers, selecting the best
driver who understand the requirement of the job and the system of rewards and
bonus will provide the drivers a solid reason to deliver their best performance and
remain loyalty to the goal of the company.
Task 3
 The questionnaire would comprise questions related to the ability to handle
complains, handling of the complaints on a timely basis, identification of the customer
issues, increase in the customer satisfaction, increase in customer satisfaction,
assisting the colleague in the improvement of the customer service. The questions
would comprise of what is bothering the customers bout the company? Whether the
customer wants improvements? Has the customer faced any service and deliver
related issue in the recent time? Has the customer relationship manage been
responsive to their problems.
3 Questionnaire Design: How To Plan, Structure, And Write Survey Material For Effective
Market Research' (2013) 51 Choice Reviews Online.
4 Guivarch CS Hallegatte, '2C Or Not 2C?' [2012] SSRN Electronic Journal

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 Some of the strategies to improve on customer service are through the creation of
personalized engagement for the customers in car rental. The car rental detection
would be in a position to detect the location of the customer and provide the
customers an effective next-generation experience of renting. Smart-connected
devices like smart watches can be used in communicating to the customers about the
location and real-time information. In case customers wear these devices they will
receive the notifications and alerts related to the event that is to be taken during the
trip5. There can be value-added services that should be provided with car rental that
would display the customer review and provide an insight into the ratings of the
customer. There would be a corresponding match to ensure that customers are
bestowed with the best pricing. The key would be to provide delightful customer care
strategy.
 Maintenance of customer service complaints are important as it would provide the
company an opportunity to improve on their limitations. Customers based on their
experiences would rate the different aspects of car service and delivery. The company
would be able to understand their limitations and come up with strategies and
solutions and improve the product.
 The appropriate technology that would be adopted to improve the customer care
service would be CRM (Customer Relationship Management). The employment of
the CRM would enable in having an overview of the customers. It would help in
seeing everything through the creation of a customized dashboard. This would inform
the company about the history of the customer6. The marketers for understanding the
progress of the sales and making the task of prediction simpler and easier can deploy
CRM. It would help to translate the large traffic of data from the social networks into
a single channel.
 The three different human resources for the improvement of customer care service
would be sales-this department will be entrusted with the responsibility of looking
after the selling of cars and whether those are delivered in an efficient manner. The
second human resource would be the department that would handle the complaints in
case of any dispute (After-sales) and the third human resource would be the in-voice
department that would handle the queries of the customers. The five physical
resources to improve customer care service are human resource, technological
resource, raw materials, buildings and facilities, manufacturing plants and distribution
networks7.
 I would resolve conflict between the customer and the team member through effective
intervention, continuously monitoring the activities of the employees, behaving
politely with the customers and understanding the demands of the customers8. It is
very important to acknowledge the mistakes and try to understand what may have led
5 Ślaski P, 'Logistics Processes Management In Supply Chain' (2017) 5 Archives of Business Research.
6 Lusch RS Nambisan, 'Service Innovation: A Service-Dominant Logic Perspective' (2015) 39 MIS Quarterly
7 Sweeney J, T DanaherJ McColl-Kennedy, 'Customer Effort In Value Cocreation Activities' (2015) 18 Journal
of Service Research.

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MANAGING QUALITY CUSTOMER CARE
to the conflict between the customer and the employer. Efforts should be made to
reach a negotiation while maintain the cool of the customer.
References
8 Tachizawa EC Wong, 'The Performance Of Green Supply Chain Management Governance Mechanisms: A
Supply Network And Complexity Perspective' (2015) 51 Journal of Supply Chain Management

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MANAGING QUALITY CUSTOMER CARE
1. Coad A and others, 'Why Should Banks Provide Entrepreneurship Training
Seminars?' (2015) 34 International Small Business Journal
2. Guivarch CS Hallegatte, '2C Or Not 2C?' [2012] SSRN Electronic Journal
3. Questionnaire Design: How To Plan, Structure, And Write Survey Material For
Effective Market Research' (2013) 51 Choice Reviews Online
4. Porter M, 'Michael E. Porter - Faculty - Harvard Business School' (Bing.com,
2018) <https://www.bing.com/cr?
IG=F65A4CAC3D1A49B382AEB80FFE975D8C&CID=27501F16085F68C2196
614CE09F06987&rd=1&h=0qAySqTbrlFgi-
SVR1ppK4HbNOw0WWRVVQRfizonwgQ&v=1&r=https%3a%2f
%2fwww.hbs.edu%2ffaculty%2fPages%2fprofile.aspx%3ffacId
%3d6532%26facInfo%3dpub&p=DevEx.LB.1,5620.1> accessed 21 April 2018
5. Ślaski P, 'Logistics Processes Management In Supply Chain' (2017) 5 Archives of
Business Research
6. Lusch RS Nambisan, 'Service Innovation: A Service-Dominant Logic Perspective'
(2015) 39 MIS Quarterly
7. Sweeney J, T DanaherJ McColl-Kennedy, 'Customer Effort In Value Cocreation
Activities' (2015) 18 Journal of Service Research.
8. Tachizawa EC Wong, 'The Performance Of Green Supply Chain Management
Governance Mechanisms: A Supply Network And Complexity Perspective'
(2015) 51 Journal of Supply Chain Management