This study material covers tasks 2-5 of Managing Quality Customer Service. It includes a customer service strategy, email confirmation, brief report, and customer survey analysis. The content provides insights on how to manage quality customer service and improve customer satisfaction.
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Assessment 2 Managing Quality Customer Service Task 2 Customer service strategy Purpose Our Strategy is set to outline the various ways that we are committed to providing our full commitment to our customers. It entails our objective for quality customer service delivery as well as reflecting our main focus to deliver consistent excellent service, and always aiming for the best in everything we do. Aim and objectives We aim to become one of the best costumer focused company that aims to understand customer needs at all times and to make them part of everything that we undertake so as to make them feel special and cared for We are also focused on increasing 10% of our customers every year We aim to meet and exceed our customers’ expectations at all times We wish to provide professional and friendly services to our customers We aim to implement best practices and cleaning operations by ensuring environmental sustainability always All of our employees have been encouraged to always think of the customer first before making any decision or acting on anything. Quality services as well as consistency should always be granted so as to keep and even add the numbers of our customers in the market We wish to develop a customer charter where our customers can clearly understand the procedure or knowledge on how to launch their complains or give their feedback We provide adequate training so that our employees clearly understand on how well to provide good care to our customers. We work towards treating people fairly and giving them
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respect and dignity that they deserve as well as being attentive to anyone that needs our support. Our other strategy is to attain the best customer support through asking customers for information on what they think about our services so as to use their feedback to improve our service provision, coming up with online services that are accessible as well as using customer response to improve our services. Challenges Our key challenges include coming up with customer demands and expectations this is because customers need more personalized services and more flexible so as to be in line with their schedules. We also plan to engage the community in our services so as to understand them and improve our experiences with them. Task 3- Email confirming various issues and the desired action plan Subject: Confirmation and action plan Dear sir, I hereby wish to confirm that some of the quotes provided to the customers by the customer service staff does not clearly explain the policies of the company as well as the format used is actually outdated and has some numerical errors included. We are focused on apologizing to the customers as well as providing the correct quotes as we aim on updating our staff on the importance of correct information and training them on the new formatting features with immediate effect. We sincerely apologize, should you have any additional action plan feel free to reach out to our operations department. Thank you Regards (Name) Operations Manager
Task 4- Brief report Introduction This study was designed to determine the effects of stress on employees and to discover methods employers use to manage employees' stress. Sixty questionnaires were distributed to business employees in the Central Texas area, and the response rate was 78.3%. This section includes the Findings, Conclusions, and Recommendations. Findings The findings will be presented in three sections according to the following characteristics: Demographic Profile, Areas of Job Performance Affected by Stress, and Programs Employers Offer Employees to Manage Stress. Introduction This report has been designed to address number of few issues associated with customer complain situations and to discover various ways and strategies to solve this. This report has been conducted to provide the findings and recommendations for the study. Findings The report found out that the company has issued expired vouchers to the customers, some of the customers are unable to redeem their services they paid for while others have had issues of having to wait for so long so as to redeem because of delays. There has also been issues of miscommunication with the customers over the phone. In conclusion, the company has lagged a lot and has not been able to provide customers with friendly services as outlined in the policy. Due to this the following recommendations should be considered; to increase the number of staff members who will be responsible with ensuring that valid vouchers are issued to the customers and that all communications are done effectively. Policies should be put in place to penalize any staff that issues inefficient vouchers or any other issue in the future.
Task 5 Part A Customer survey of Ozhouse clean services QuestionSatisfiedSomewhat satisfied Dissatisfie d Totally dissatisfied i.How satisfied are you with the Ozhouse Cleaning services, 281841 ii.How can you rate the service quality of Ozhouse Company? 201982 iii.How effective is the company when meeting timelines? 18930 iv.How is the friendly attitude of staff? 25798 v.How well can you rate staff performance and their cost of service? 18642 vi.How likely would you hire Ozhouse services again? 42610 vii.How would you recommend this organization to your friends? 38830
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viii.What other comment do you have about Ozhouse services? ix.What recommendation would you give to Ozhouse cleaning? Part B Customer service analysis The following information is the response analysis from the overall survey 1.Customer’s general satisfaction with Ozhouse Clean services totally satisfied -26 somewhat satisfied-18 Not satisfied-4 totally not satisfied-1 Totally saisfiedSomewhat satisfiedDissatisfiedtotally dissatisfied 1234 0 5 10 15 20 25 30 35 40 45 Ozhouse cleaning services Ozhouse cleaning servicesSeries2Series3 42% is the overall satisfaction of the customers from benchmark by the company but according to the actual findings 51% of the customers are totally satisfied by Ozhouse services
2.How easy it is to do business with Ozhouse Clean totally satisfied -20 somewhat satisfied-19 Not satisfied-8 totally not satisfied-2 The benchmark shows that 47% of the respondents are totally satisfied eith the ease of doin business with ozhouse while it is actually 40.8% satisfaction. Totally saisfiedSomewhat satisfiedDissatisfiedtotally dissatisfied 1234 0 5 10 15 20 25 30 35 40 45 ozhouse clean services Ozhouse cleaning servicesSeries2Series3 3.Customers who said they would use Ozhouse Clean Services again: totally satisfied -42 somewhat satisfied-6 Not satisfied-1 totally not satisfied-0 85.7% of the respondents indicate that they would use Ozhouse clean services again as compaired to 72% from the benchmark report
Totally saisfiedSomewhat satisfiedDissatisfiedtotally dissatisfied 1234 0 5 10 15 20 25 30 35 40 45 ozhouse clean services Ozhouse cleaning servicesSeries2Series3 Some other feedback from the survey were as follows: The cleaning staff are friendly but over the phone they are a great challenge The company’s customer care staff provide adequate support to the customers but they have very little knowledge about the products and services that they provide Other additional; services like ironing would be important if added From the analysis given above I would recommend that the company should always always treat customers with a high priority so that they are satisfied at every time. They should also provide additional training to their staff so that the customers can be at ease to do business with them over and over again.