Managing Quality Customer Service

This document provides a case study of Peninsula Palms Aged Care Facility and discusses various techniques for dealing with complaints, team monitoring, obtaining customer feedback, and improving customer service. It also explores the service standards of the facility and its relation to best practice models and product promotion. Additionally, it covers the process of determining customer requirements, customer profile description, value-added selling, team performance monitoring methods, and ways to overcome difficulties in customer service. The document includes references for further reading.

Managing Quality Customer Service
Case study of Peninsula Palms Aged Care Facility

Table of Contents
Skills and Knowledge Activity....................................................................................................................3
1 Discussion of the techniques of dealing with complaints with regard to organizational policies..........3
2 Discussion of the organisational techniques of team monitoring in order to meet the requirements of
customer service......................................................................................................................................3
3 Methods of obtaining customer feedback.............................................................................................3
4 Recommendations for improving the customer service within the organisation...................................4
5 Service standards of Peninsula Palms Aged Care Facility....................................................................4
6 Relation of ‘best practice models’ to Peninsula Palms Aged Care Facility...........................................4
7 Relation of ‘product promotion’ to Peninsula Palms Aged Care Facility.............................................5
Major Activity.............................................................................................................................................5
1 Process of determination of customer requirements.............................................................................5
2 Customer Profile description of Peninsula Palms Aged Care Facility..................................................6
3 Define value added selling in the context of its use within Peninsula Palms Aged Care Facility.........6
4 Discussion on team performance monitoring methods.........................................................................6
5 Discussion of the ways for overcoming difficulties in customer service..............................................7
6 Present techniques of monitoring, adjusting and reviewing customer service......................................7
References...................................................................................................................................................8

Skills and Knowledge Activity
1 Discussion of the techniques of dealing with complaints with regard to organizational
policies
Step 1: Evaluating the issue:
The first step taken at my organisation as soon as any complaint is registered is the evaluation of
the situation. The manager takes immediate action find the cause of issues and to prevent its
escalation into aggression or anger.
Step 2: Finding Opportunities to turn the complaint into a learning experience.
This step is taken to find positives in the provided situation. The managers are team members
brainstorm best opportunities to turn the complaint into a learning experience(Boden2015).
Step 3: Explaining the Organizational policy of no tolerance
The manager here takes the required steps to be assertive and make employees aware of the no
tolerance policy in the organisation in the courteous manner.
2 Discussion of the organisational techniques of team monitoring in order to meet the
requirements of customer service
At Peninsula Palms Aged Care Facility, the teams are assisted and monitored to meet customer
service requirement through the following ways:
1. Establishing ‘Quality’ as the norm
2. Listening to customers through monitoring the norm
3. Capturing the feedback from customers (Leka, Griffiths, Cox 2016).
4. Finding the issues or things that require to be changed
5. Asking aged care customer how they feel about the facilities instead of relying on the
internal metrics (Leka, Griffiths, Cox 2016).
6. Evaluating interactions and services to identify skill gap
7. Providing regular coaching and emotional support to help the teams improve skills
8. Keeping track of feedback and measuring the result (Leka, Griffiths, Cox2016).
3 Methods of obtaining customer feedback
Following methods are used atPeninsula Palms Aged Care Facility to obtain customer feedback:
1. Paper feedback cards

2. Conducting interviews with occupant of Peninsula Palms Aged Care Facility
3. Offering incentives for reviews and feedback
4. Measuring the Customer Service Performance
5. Regular calls to occupant’s families to learn whether they are happy or not
4 Recommendations for improving the customer service within the organisation
Following are the ways in which customer service can be improved at Peninsula Palms Aged
Care Facility:
 Encouraging occupants to share their opinion
 Keeping the occupants connected
 Clear communication through practicing active listening programs so the occupants feel
heard
 Promoting policies related to patience, empathy, and emotional support.
 Admitting mistakes even if it’s discovered before receiving complaints
 Following up after an issue is resolved
 Using Organizational policies to generate regular feedback from the customers
5 Service standards of Peninsula Palms Aged Care Facility
Following are the service standards of Peninsula Palms Aged Care Facility:
 Listening effectively to the customers
 Responding to their needs in a courteous way
 Working ethically to resolve the issues with occupants and co-workers
 Being Considerate and co-operative to every occupant
 Holding ourselves accountable for addressing poor behaviour and inappropriate
comments(Brownie and Nancarrow2013).
6 Relation of ‘best practice models’ to Peninsula Palms Aged Care Facility
The five components of best practice models of customer service are as follows:
 Setting a customer’s expectations by clearly defining what can or cannot be done. So,
there’s nothing like over-delivering or under-performing
 Listening attentively, then speaking

 Creating clear, concise, and measurable customer service standards and making sure that
all employees are aware of those standards
 Treating employees as an invaluable asset to the organization
 Follow-up after resolving of an issue
When comparing these findings to the Peninsula Palms Aged Care Facility, it was concluded that
the organization is still a few steps away from practicing the best model of customer service.
Few things we need to inculcate are:
 Creating clear, concise, and measurable customer service standards
 Treating employees as an invaluable asset to the organization
7 Relation of ‘product promotion’ to Peninsula Palms Aged Care Facility
Product promotion refers to the type of marketing communication which is used in an
organization to persuade or inform the target audiences of relative service merits (Brownie and
Nancarrow2013). The aim of product promotion is to spread awareness, generate interest, create
brand loyalty, and generate sales. At Peninsula Palms Aged Care Facility, we used product
promotion through:
1. Offering our target audience an exclusive review of our aged care facility
2. Inviting them to test or experience our services
3. Using Social Media Giveaways to connect with target audience and to bring fans to our
social media channels
4. Hosting an open house event at the Aged Care Facility to get target customer physically
there
5. Sharing Customer Reviews of current occupants
Major Activity
1 Process of determination of customer requirements
Customer Requirements can be determined by the following steps:
 Research to find what target market wants
 Gaining customer review or feedback

 Brainstorming with stakeholders
 Customer Interviews and Surveys
 Analysing the competitors and their customers
2 Customer Profile description of Peninsula Palms Aged Care Facility
The customers are elderly men and women who require personal care, 24-hour staff service,
support from trained nurses, and medication facilities. The organisation serve everyone who
needs a retirement home and wishes to enjoy a relaxed lifestyle encompassing all social,
physical, and spiritual needs in a homelike atmosphere.
3 Define value added selling in the context of its use within Peninsula Palms Aged Care
Facility
VAS is one of many sales and marketing techniques that depends on building on the value of a
service. The technique is very flexible and helps build brand value in the customer’s eyes
(Prokopenko and Wang2016). At Peninsula Palms Aged Care Facility, based on our resident’s
level of interaction and involvement in the organization, we provide them with higher quality of
services. These extras make our residents feel more appreciated and helps us develop long-term
relationship with them. Some of the examples where we used Value Added Selling are as
follows: Arranging after hours onsite security for residents in Retirement Villages Providing additional visiting services with physiotherapist, doctors, and massage experts. Offering personal services (Zairi, 2014).
4 Discussion on team performance monitoring methods
Team performance can be monitored by following ways:
 Comparing the team results with goals of organization
 Comparing the team results with individual performance
 Measuring productivity and efficiency of the teams through weekly review
 Seeking feedback from the residents
 Reviewing work in progress and watching them work (Reilly2016).

5 Discussion of the ways for overcoming difficulties in customer service
 Meetings and interactions with senior management
 Reducing workload or balancing it
 Help them deal with conflicts by providing emotional support
 Reducing work related stress
6 Present techniques of monitoring, adjusting and reviewing customer service
 Seeking feedback from the residents
 Reviewing work in progress

References
Boden, A., 2015. Handling Complaints Pocketbook. Management Pocketbooks.
Brownie, S. and Nancarrow, S., 2013. Effects of person-centered care on residents and staff in
aged-care facilities: a systematic review. Clinical interventions in Aging, 8, p.1.
Leka, S., Griffiths, A., Cox, T. and World Health Organization, 2016. Work organisation and
stress: systematic problem approaches for employers, managers and trade union representatives.
Prokopenko, M. and Wang, P., 2016, July. Evaluating team performance at the edge of chaos.
In Robot Soccer World Cup(pp. 89-101). Springer, Berlin, Heidelberg.
Reilly, T., 2016. Value-Added Selling: How to sell more profitably, Confidently, and
Professionally by Competing on Value not Price. Tata McGraw-Hill Education.
Zairi, M., 2014. Managing customer dissatisfaction through effective complaints management
systems. The TQM magazine, 12(5), pp.331-337.