Skills and Knowledge Assignment

Running head: SKILLS AND KNOWLEDGE ASSESSMENT
Skills and Knowledge Assessment
Student’s name:
Name of the university:
Author’s note:

1SKILLS AND KNOWLEDGE ASSESSMENT
Table of Contents
Task 1...............................................................................................................................................2
1.1 Developing new customer service plan for VT1 KarMart Company with some innovative
customers approaches..................................................................................................................2
1.2 The process of ensuring that quality customer service..........................................................4
1.3 Development of an action plan..............................................................................................5
Task 2...............................................................................................................................................6
2.1 Ensuring the delivery of service as per the customer specification.......................................6
2.2 Outlining the process to follow the investigation of customer satisfaction...........................6
2.3 Developing customer handling procedure to resolve customer complaint............................7
2.4 Identifying the possible reasons for poor performance of the drivers...................................7
2.5 Outlining 5 different actions take to overcome or manage drivers differently......................7
2.6 Support comments and providing the reasons of recommendations.....................................8
Task 3...............................................................................................................................................9
3.1 Developing KPI for customers service representatives.........................................................9
3.2 Developing questionnaire to collect customer feedback and seek verbal and written
feedback.....................................................................................................................................10
3.3 Developing the strategies to use customer feedback...........................................................11
3.4 Managing and retaining customer complaints and services records and services...............12
3.5 Procuring an appropriate technology to address any customer needs, three advantages....12

2SKILLS AND KNOWLEDGE ASSESSMENT
3.6 Listing 3 different human resources and 5 physical resources............................................13
3.7 Resolving and conflict between a customer and team member...........................................13
Reference List................................................................................................................................14

3SKILLS AND KNOWLEDGE ASSESSMENT
Task 1
1.1 Developing new customer service plan for VT1 KarMart Company with some
innovative customers approaches
Company mission and vision with reference to internal and external customers
VT1 KarMart sets the mission statement as it wants to provide experience to the
customers to reach beyond the expectation of the customers in an amicable way. VT1 KarMart
expects to provide the real customers' value and the organisation tries to treat the customers with
desires of transportation. VT1 KarMart seeks to create an atmosphere which fosters the
customers' value. VTI KarMart wants to train the employees so that the employees can behave
well and provide customer satisfaction.
VT1 KarMart’s vision is associated with three pillars. The first one is to give employee
satisfaction; the second one is associated with running the business in a profitable way and the
third one is to earn the customers' loyalty.
The process of investigation and identification of customers need
The customers' needs can be identified through interviewing the customers as customers
have the collective knowledge of the issues and needs. The customers know what they are facing
and therefore, the customers can share features requests, enhancements and bug reports. In
addition, VT1 KarMart can conduct the customer survey through email about the expectations
and attitudes of the customers. Customers' needs can be understood through the feedback when
the customers leave the stores and the sales executives can ask the customers to spend five
minutes to provide feedback. The management of VT1 KarMart can analyse the competition in