Managing Quality Customer Service

Running head: MANAGING QUALITY CUSTOMER SERVICE 1
Managing Quality Customer Service
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MANAGING QUALITY CUSTOMER SERVICE 2
Table of Contents
1.0 Task 1 – Case Study..................................................................................................................3
1.1 Customer Service Plan...........................................................................................................3
1.1.1 Mission and Vision Statement.........................................................................................3
1.1.2 Customer Needs Identification........................................................................................3
1.1.3 Assessment of Customer Needs......................................................................................3
1.1.4 Responding to Customer Needs......................................................................................3
1.1.5 Legislative and Regulatory Requirements......................................................................4
1.2 Achieving Quality Customer Service....................................................................................4
2.0Task 2 – Case Study...................................................................................................................5
2.1 Delivery as per Customer Specifications...............................................................................5
2.2 Process of Investigating Customer Dissatisfaction................................................................5
2.4 Possible Reasons for Non-perfomance by Drivers................................................................6
2.5 Actions to Manage Driver Difficulties...............................................................................6
2.6 Reasons for Recommendations..............................................................................................7
3.0Task 3-Project.............................................................................................................................7
3.2 Customer Feedback Questionnaire........................................................................................8
3.3 Product Improvement Strategies..........................................................................................10
3.4 Importance of Keeping Records..........................................................................................10
3.5 Advantage of Using Technology to Address Customer Needs............................................11
3.6 Human and Physical Resources for Customer Service Delivery.........................................11
3.7 Conflict Resolution between Customer and Team Member................................................11
4.0 References................................................................................................................................12

MANAGING QUALITY CUSTOMER SERVICE 3
Managing Quality Customer Service
1.0 Task 1 – Case Study
1.1 Customer Service Plan
1.1.1 Mission and Vision Statement
The VTI Kar Mart mission that will enable employees to deliver a great customer experience is
(Cook, 2017):
 Treating all customers while considering that they have a choice of purchasing from a
competitor
 Providing customers with great emotional experiences
 Developing the necessary tools or services that will enable all employees to provide
excellent customer service
The company vision for the customers is to deliver safe services and products that will support
the quality of our customers’ life (Eichorn, 2017).
The company’s customer mission is to deliver stellar customer service in an environment where
customers are highly valued and their level of satisfaction is high (Eichorn, 2017).
The company’s customer vision is to be the preferred customer’s choice in terms of the products
provided.
1.1.2 Customer Needs Identification
The needs of the customers will be identified through the following methods (Cook, 2017):
 Customer feedback through online platforms and surveys done by the company
 Follow-up for feedback by customer service representatives once a car is sold
 Feedback gathered through social media platforms
1.1.3 Assessment of Customer Needs
The assessment of customer needs will happen through (Cook, 2017):
 Looking at the frequent and major customer issues that have been raised
 Analysing the gathered feedback and identifying common factors
 Looking at customer suggestions
1.1.4 Responding to Customer Needs
Responding to customer needs will be done through (Cook, 2017):
 Callbacks to customers to acknowledge their concerns

MANAGING QUALITY CUSTOMER SERVICE 4
 Innovation and product enhancement so that customer needs are met
 Announcements and advertisements of any intended changes
1.1.5 Legislative and Regulatory Requirements
When it comes to customer service, the regulatory and legal requirements are (Cook, 2017):
 Consumer rights legislation must be followed
 The environment provided by the company at their premises must always be safe for the
customer
 Laws on consumer credit must be followed
 Customers must always be protected
 There should be no unfair trading regulations
 Consumer data must always be protected
1.2 Achieving Quality Customer Service
To achieve quality customer service standards for VTI KarMart, the following implementations
will be carried out (Eichorn, 2017):
Setting up a call center – A call center with dedicated customer service representatives
will be essential in ensuring that VTI KarMart meets its customer service needs. It will enable
the company to have a department that is purely dedicated to customer service hence serving
customers better (Eichorn, 2017).
Employee Training – All employees at VTI KarMart will be trained so that they can have
a focus on customer service. The emphasis will be on the provision of stellar service (Eichorn,
2017).
Frequent Customer Surveys – To achieve excellence, the company must conduct frequent
surveys, so that they are able to know what customers feel about them. This is essential as it will
help the company to identify any customer issues and come up with strategies for resolving the
same (Eichorn, 2017).
Encouraging Feedback and Suggestions – The company must be open to customer
suggestions and should provide a platform for the same. This will be done by offering an online
platform and a physical platform where customers are able to write their suggestions (Eichorn,
2017).