Customer Service and Complaint Handling

This assignment focuses on the importance of effective customer service and complaint handling. It explores various standards related to employee compensation, timely resolution of complaints, product quality, transportation, and employee satisfaction. The questions cover topics like responding to customer complaints, building customer loyalty, improving service quality, flowcharting customer service processes, and maintaining customer records for organizational evaluation.

Manage
Quality
Customer
Service

Table of Contents
INTRODUCTION...........................................................................................................................4
Q1................................................................................................................................................4
Q2................................................................................................................................................4
Q3................................................................................................................................................4
Q4................................................................................................................................................5
Q5................................................................................................................................................5
Q6................................................................................................................................................5
Q7................................................................................................................................................5
Q8................................................................................................................................................5
Q9................................................................................................................................................6
Q10..............................................................................................................................................6
Q11..............................................................................................................................................6
Q12..............................................................................................................................................6
Q13..............................................................................................................................................7
Q14..............................................................................................................................................7
Q15..............................................................................................................................................7
Q16..............................................................................................................................................7
Q17..............................................................................................................................................8
Q18..............................................................................................................................................8
Q19..............................................................................................................................................8
Q20..............................................................................................................................................8
Q21a............................................................................................................................................8
Q21b............................................................................................................................................9
Q22a............................................................................................................................................9
Q22b............................................................................................................................................9
Q22c............................................................................................................................................9
Q23..............................................................................................................................................9
Q24..............................................................................................................................................9

Q25..............................................................................................................................................9
Q26............................................................................................................................................10
Q27............................................................................................................................................10

INTRODUCTION
In this report, managing quality customer service describes to make sure the products and
services are supplied and controlled to standards in accordance to the company.
Q1
To make sure the best consumer experiences, the company solely depends on the
strategies by applying and using in the right way. This includes consumer as well as business
intelligence as one of its tactic by using database management system, decision making process
along with the data that exist to form new facts and information, because of this it assist to know
the consumer well and gives organisation a standard.
Q2
Retailing includes selling of goods and services via various channels of distribution to its
customers. Being the manager of the retailing distribution company, I have some roles and
responsibilities so that their overall satisfaction level can be increased. Some of these customers
are as follows:
External customers: These kinds of customers are the one who does not work in the
organisation as they are outsiders. Some of these consumers are like clients, funding bodies,
suppliers and contractors. Being a manager of retail industry, I have to maintain the relationship
with these service users so that overall profitability and revenues can be generated.
Internal customers: These users are the one who work for an organisation. Some of these
consumers are like peers, supervisors and board members. Manager can build a relationship with
their internal consumers by providing them training and development.
Q3
Consumers have four basic needs that are as follows:
 To understood the needs of the people- This is one of the key need that any customer
wants from the company so that they can fulfil their own requirements.
 To feel welcome- This is another need of the consumer that they feel welcome towards
the services of the company. Along with this, manager has to show their gratitude
towards their service users so that they feel happy.
 To feel important- If consumers feel important then they will purchase the services and
enhance their satisfaction level.

 Comfort- If all people will comfortable then company can retain them.
Q4
Market segmentation means dividing the market into small subsets which has same tastes
and preferences. These segmentation can be done on the basis of sex, age, income, occupation as
well as marital status these are categorised under demographic and psychological segmentation.
Next plc positioned where prices are minimal and age group is between 20-45 years and its main
focus is for women's wear. Its psychological segmentation focuses on the trend setters to make
sure by acquiring the young generation.
Q5
Stakeholders are the investors of the company. They can be the company's worker or
partners in the business. Decision making ability, directly related to the management, investors
and a sense of moral these are some of the importance of the stakeholders. While making
decision for the company, the presence of stakeholders in board of directors meeting is very
important as they have the authority to cancel any decisions or introduce any idea. They can
assign or resign all senior management employees this even includes CEO of the company.
There are some of the stakeholders such as customers, employees, suppliers as these are
associated with the company in direct and indirect manner. These people can affect the decision
making of the firm and they are also get affected from them. The business organisation have to
offer some of the quality and innovative services to the customers so that their overall profits can
be achieved. Effective decisions should be taken by an individual so that overall risks can be
resolved.
Q6
Sound communication between stakeholder and suppliers that are not from the company
is very important for any supply chain in the company to put forward new ideas. There are some
basic points that should be kept in the mind are: Be specific about the proposal and can take the
help in using the headline for concentrating on the advantages, be sensible for attaining the better
output by focusing a start on change.
Q7
Consumer service managers ensure that every customer's needs are being fulfilled. Their
objective is to encourage and also to give the best services to the customers. To improve

consumer service, the manager should assist the consumers to interact via email, or telephone.
By giving solutions to their problems and also by managing the complaints, evaluating the data
or the statistics and also by keeping the records, one of the main point that should be done to
improve the consumer service is to create feedbacks and accordingly implement the change.
Q8
Value-added selling is a selling of a product or a service, very smartly. It depends on
creating the original value of the product or services. It is very adjustable and according to the
customers the products are made and sell to the end users. By creating customised products and
services it adds value to them. For instance – any edible item is sold in the plastic or a glass
container it can be reused after the item is being consumed.
Q9
Following are the key points to the success of a consumer and sales relationship:
 Consumer Satisfaction - This is the very important factor through which a sales team can
build and create a relationship with the consumers by fulfilling the needs and the wants of
the customers.
 Building Trust – to create faith from the starting of the transaction, this will lead to the
repeating of the sales.
 Building proper and continuous communication – it is duty of the sales person to be in
contact with the consumers to know the level of fulfilment they had from the product and
creating a sense of concern.
Q10
Needs – these are the necessities that each and every individual are a part of basic
condition like physical needs like food, shelter and clothing, social needs like safety and
affection, and lastly self-esteem needs like recognition and authority.
Wants – these rely on the human needs for instance: a person need food but wants to have
chicken burger.
Requirements – these are the demands that shows whether an individual is happy or not.
Q11
Business plan is a summary of objectives and goals of the business that have to be
achieved and makes strategies according to the goal. It also includes the information about the

company and assigning the work to the right person. The company should identify and do proper
research to know the needs, wants and the requirements of the consumers. On this basis, the
company should produce the products that meet the needs and wants.
Q12
There are areas that has to be considered for the success commercially and
professionally: Client management- expectations should be managed and also to manage the
clients, Marketing- this is the main area where success can be achieved commercially and
professionally through direct and telemarketing, creating networks, public relations, building
websites and Risk management- by managing risk in the company and also taking legal
suggestions and opinions.
There are three areas where professional enterprise can perform better such as measuring
financial performance as through this they can perform their operations. In the second area, they
can identify the views of the people at the time of delivery so that their expectations can be
fulfilled. The third area is the relationship of customers with the company as if this relationship if
get enhanced then success can be achieved.
Q13
By monitoring in the organisation, many factors are improved that is maintaining the
unity among group, it also motivates the workers to be more disciplined, it also increases the
level of motivation among the employees, it also helps in controlling the activities of the
workers, the resources should be used optimally, it also improves the communication between
the subordinates and the orders it should be specific and clear.
Q14
To evaluate the performance of the employee working in the organisation following are
the indicators for the job appraisal: 1) Communication skills, the employee should have a proper
and a sound communication skills this means to have good listening, reading as well as writing
ability. Confidence, the level confidence should be high in relation to the work completion.
He/she should be a multitasker and is able to manage the many tasks at a same time. He should
be a good decision maker and also have a skill to solve any kind of problems that arises in the
organisation.

Q15
There are many ways to derive success in knowing the customer and business
relationship: Building networks, this includes the existing consumers, family members, friends
and partner. Communication should be sound that means clear and warm. To keep strong
relationship e-mail marketing is important and also gives rewards to the consumers who are loyal
and in return the customers will do the same. Consumers that are loyal being the best sales
person as they will suggest through word of mouth the product to the other person this will boost
up the sales.
Q16
Innovation are defined as ideas that are new. To meet the demands and the requirements
that are new in the existing markets. It is to produce a product or a service that does not exist and
is new to the market. The employees of the firm have to do the proper interaction with the
consumers and they have to improve or replace the business process so that they can increase the
efficiency as well as productivity so that they can extend the quality of the existing products and
services. along with this they have to develop the products and services according to the needs
and wants of the consumer.
Q17
To gain the loyalty of the customers: the organisation should have to make sure the
people who are engaged are right, they should also provide the services to the customers, the
organisation should pay attention to the complaints that are faced by the consumers. To retain the
existing consumers is to keep those 20% of the loyal consumers happy according to the Pareto
Principle. Targeting those consumers who are loyal to the company by offering them discounts
and special offers. To give rewards to the customers those who are profitable to the company.
Q18
Some of the methods to which I can overcome the difficulties in attaining the standards
of the consumer services are: 1) Adaptability, this involves the eagerness to learn 2) Sound
communication, this includes clear, specific and positive language 3) Knowledge, the consumer
should know about the product.
Organisation can conduct a training and development at their workplace so that overall
core competencies of the employees can be enhanced. When coaching is given to the people then

they will be able to offer quality services to their customers and in this manner relationship can
be established. Through this, challenges can be overcome that are faced by the company at their
workplace. By adopting these methods, they will be able to fulfil the needs and demands of the
people.
Q19
If the employee has certain issue it is very important to discuss and for that a meeting
should be conducted with associate after this creating the plan to improve the performance of the
employees, in this it is document in which the worker and the manager are in contract that
ensures the increment in the performance of the worker. Next step is mentoring and giving
coaching to the workers to get encouraged to learn new skills.
Q20
Link between customer relationships with that of profit, satisfaction of consumers,
employment and related to company is very crucial by all terms and are all interlinked. There are
some aspects to upgrade the profitability by increase the relationship among all. It also
influences the relation between profitability and the quality of the services provided.
When customers are not satisfied with the services that are given by the company then
due to this the performance of firm cannot be improved. In this manner, they will not be able to
retain their service users. If customers are not attracted towards the services then high revenues
will not be generated. Furthermore, when revenues are not achieved then there will be no
employment.
Q21a
Steps to fix the declining sales is to first assess the performance of the business, second
step is to rebuilt and improve the business plan, third step is to make right goals, forth step is to
rebrand the organisation and to change and upgrade the strategies related to marketing.
Q21b
The strategies to find out declining in the sales are ineffective management system, poor
forecasting of sales, wrong person at a wrong designation, lack of sales training and working in
the outdated market techniques. Company can store their data or information into the database
and they can use this in order to identify that how sales can be decreased. Along with this,
manager can take the feedback from their consumers so that they will be able to know about their

views. Through this, they will be able to examined that what factors hinders the performance of
an enterprise.
Q22a
To find out why the sales is declining, can conduct research about the product in the
market by segmenting the market into different ways.
Q22b
After segmenting the market and analysing the problem it has been analysed that
company can use product development strategy. Through this kind of strategy, it can be analysed
that how new services can be developed in more efficient manner so that their overall
performance can be enhanced.
Q22c
The employees have to track the mistakes which are done by the employees and also
have to provide the appropriate training to them. Along with this they can organise the quality
circle.
Q23
Three type of resources are financial, human and capital as all are helpful in developing
the products. When company use these three resources then only they can develop the quality of
the products. Financial resources are related to the cash flow, investments, working capital and
so on. On the basis of these, company can get the good returns. Human resources are the one
who help an enterprise in achieving their goals. So, company has to retain their staff members by
proving them some rewards and recognition. Capital are related to the asset of the company that
should be procured or maintained so that benefits can be achieved.
Q24
Responding to a complaint has many steps to follow that is to listen like when the
complaint is been made secondly to inform like to know the complaint and mapping them. Third
is to respond like to provide the customer a better service. When manager will respond to the
complaints of people in positive manner then through this consumers loyalty can be increased.
The mouth publicity can be increased so this will lead towards the higher customer base. Further,
the quality of the services can be improved.

Q25
Flowchart includes the four members which includes client, clerk, consumer care
department and process owner. The company have to take the request of the consumer based on
data then notification send to attendant and after that they have to analyse the problem of quality
and take some action on the basis of that they have to take the action by using knowledge. Then
they have to take a satisfaction services from the client to evaluate the quality so that they can
make improvements.
The company have to listen all the issues of the customers that they have regarding to the
phone. In this, the overall process is conducted into four phase such as client, clerk, customer
care department and process. In the first, they customers care department have listen the issues of
the people and through an appropriate process provide them some solutions so that their
problems can be resolved in more effective manner. Employees have to verify that their
consumers are happy or not so that their overall performance can be increased. In this a person
can ask some of the questions to the customers like:
Q1. What kind of issues do you have in the mobile phone?
Q2. How we can solve your problem?
Q3. When did you purchase the mobile phone?
Q26
It is important to keep records of the customer as it assist to maximise the cost incurred
that we claim. Also help to evaluate the weaknesses as well as strengths of the organisation.
Q27
 Standard 1- Compensating the employee: If any kind of accident happened at the
workplace then employer is liable to pay compensation to their employees.
 Standard 2- Timely resolving the complaints: In this service providers have to focus on
the unhappy customers so that their issues can be resolved in more effective manner.
 Standard 3- The quality and packaging was not proper: If goods are get damaged then for
this company have to use good packaging.
 Standard 4- Transportation was not proper and not receiving on time delivery.
 Standard 5- Company not providing the appropriate salary and leaving the company and
starting the new business.