Customer Satisfaction and Service Quality

This assignment examines customer satisfaction and service quality within a company, focusing on the knowledge of different sales representatives (Order Desk, Outside Sales, Showroom), overall customer service satisfaction, and required improvements in products and services. It emphasizes the importance of effective resource utilization, regular quality checks, strong customer connections, follow-up strategies, and proper documentation for addressing customer concerns and legal issues.

Task 1
Organisation description:
Woolworths is a supermarket that is dealing with fresh food and other necessities for the people in Australia.
Woolworths is the largest supermarket in Australia that is operating in more than 900 stores and this helps them
in meeting the different demands of the customers all over Australia. Woolworths is the largest retail company
with extensive retail interest throughout Australia.
Organisation structure:
Chief Executive Officer
Administrative manager
Financial manager Human Resource Manager
Customer service Marketing
Associates Public relation
Store Manager Research and development
Staff development
Products/services offered:
 Proper delivery system to the customers as this will help them in being more
effective
 Providing the quality of goods that are not provided by the competitors
 Wider and larger selection of goods and services wherein the customers can
select from such range
Organisation vision:
To properly run the business safely and meeting the demands of the customers as well

Organisation mission:
 Innovate the new procedures of introducing new products
 Proper consistency in the delivery of the goods and services
 Maintaining high quality services and offering to the customers as well
Target audiences/customers:
Internal customers
 Production
 Human resource department
 Marketing management
External customers
 Technology companies
 Individuals
Customer service Standards/KPI’s:
 To understand the overall satisfaction of the customers
 To retain the customers
 There should be proper improvement in the level of satisfaction
Customer services policies and procedures on:
 Customer support procedure as well as policy
 Complaints of the customer policy and procedure
 Recordkeeping procedures
 Information of customers and market research procedures
 Feedback of the customers and policy
The main aim of the policies and procedures is to help the customers with the different inquires and solving
enquires regarding different products and services. This will help the company in gaining strong customer base.
The record keeping procedures help Woolworths in understanding the customer base and this will help in
providing feedback to the customers as well. Woolworths need to properly understand and work on the
feedbacks of the clients as this will help them in preparing a proper solution to the grievances of the customers
and solve them instantly without much difficulty. The company needs to have a proper record of different
issues that are faced by the company along with analysing the complaints of the customers that will help them
in solving such queries instantly.
Customer service plan prepared by: ------------------------------------------------------

Customer service plan approved by: -------------------------------------------------------
Task 2
1.
There are different ways to resolve the complaint that has been made by the patient
that are as follows:
Properly listen to the problem that is faced by the patient as this is my duty to
understand the issues faced by them and try to solve them as well. At the beginning of the
shift I have to introduce myself to the patient as this will help in maintaining the standard
protocol. This will help the patient in having faith in providing proper service. Proper
communication is essential in nature as this will help in understanding the problems of the
patient and solve them accordingly as well. When there is concern among the patient
regarding the error in medication, proper ascertainments has to be made as this will help in
lessening the miscommunication and this will help in making the patient calm in nature.
Lastly, the control of volume is essential in nature as this is the foremost step in
resolving the conflict and speaks to the patient who is offensive in nature. I have to properly
handle such patients as this will make the situation calm in nature.
2.
There are different strategies that will put in place as to help Mary in overcoming the
difficulties in meeting the standards of the service of the customers that are as follows:
Proper training has to be provided to Mary as this will help her in making understand
about the different issues that are faced due to the incompetent behavior made by her.
Secondly, Mary needs to make properly understand the kind of behavior that is expected

from her as there have been many complaints from the patient regarding her rude behavior.
Mary has to properly understand that there are policies and procedures that have to be strictly
followed by her as this will help her in being improving the quality of the services provided
by her as well. Lastly, the disruptive behavior has to be controlled as the nurses have to
properly ascertain the proper kind of behavior with their patients.
Task 3
This is the customer survey form for the company named Woolworths wherein the
customer survey feedback form is prepared as to understand the conceptions and the issues
that are faced by the customers.
Thank you so much for taking the survey on customer satisfaction. The survey will
take just five minutes to complete the task. Click the submit button by Email button to submit
the responses of the survey. Thank you again for the assistance with us.
1-Very satisfied 2- satisfied 3- neutral 4-dissatisfied 5- Very dissatisfied
Particulars 1 2 3 4 5
How satisfied are you with the
service delivery of the products?
How do you rate the services
provided by the sales executive of
the company?
How much satisfied are you with
the service quality of the company?

How much do you rate about the
communications?
How would you rate the knowledge
of product of our: Order Desk
 Outside sales
representatives
 Showroom sales
representative
Rate overall satisfaction of the
customer service
What are the improvements required in the products and services of our company?
How can we serve you better in the future?
Task 4
In order to provide quality products as well as services to the customers, the resources
has to be used effectively in nature as the satisfaction of the customers is the primary concern
of the organization and there should be regular checkups of the quality of the products
provided to the customers by the quality department. Proper connection with the customers is
essential in nature as this will help in discovering the kind of services that are required by

them as well. The follow up is essential as well as this will help them in maintaining proper
customer base and this will help in executing such services to them as well. The customers
satisfaction and happiness is important in nature as they are the ones for whom the different
services are generated.
Proper records have to be maintained by the organization as this is essential in nature
to properly perform the documentation within the process and system of the organization.
Proper documentation is essential in nature as this will help the organization provide the
different list of the customers who are the regular customers. The list of the documentation
will help Woolworths in understanding the requirements of the clients and work on such
requirements to generate proper improvement. There are different legal issues relating to the
grievances of the customers that can be solved and this will work in favor of the organization
as well.
Secondly, when there is a complaint of the customer, it is essential for the
organization to understand the queries posted by the customer and work on it accordingly. If
any of the products are provided to the client in defective in nature, it is essential to check in
the database of the customers and this will help in solving the queries easily and resolve the
issues as well without any kind of conflict. The quality of the services provided to the client
has to be perfect in nature as this will help in gaining customer base.

References
Bansal, H.S. and Taylor, S.F., 2015. Beyond service quality and customer satisfaction:
investigating additional antecedents of service provider switching intentions. In Proceedings
of the 1999 Academy of Marketing Science (AMS) Annual Conference (pp. 75-82). Springer,
Cham.
Dabholkar, P.A., 2015. How to improve perceived service quality by increasing customer
participation. In Proceedings of the 1990 academy of marketing science (AMS) annual
conference (pp. 483-487). Springer, Cham.
Jahanshani, A.A., Hajizadeh, G.M.A., Mirdhamadi, S.A., Nawaser, K. and Khaksar, S.M.S.,
2014. Study the effects of customer service and product quality on customer satisfaction and
loyalty.
Mok, C., Sparks, B. and Kadampully, J., 2013. Service quality management in hospitality,
tourism, and leisure. Routledge.
Orel, F.D. and Kara, A., 2014. Supermarket self-checkout service quality, customer
satisfaction, and loyalty: Empirical evidence from an emerging market. Journal of Retailing
and Consumer Services, 21(2), pp.118-129.