Improving Customer Services at ABC Stationeries

This document discusses the issues in customer services at ABC Stationeries and provides strategies to improve them. It includes a Gantt chart, sample customer service letters, and evaluation of the implemented strategies.

Table of content
Table of content..............................................................................................................................1
Introduction....................................................................................................................................2
Task 1..............................................................................................................................................2
Task 2..............................................................................................................................................4
Task 3..............................................................................................................................................5
Task 4..............................................................................................................................................8
Task 5..............................................................................................................................................8
Part A...........................................................................................................................................8
Part B.........................................................................................................................................10
Task 6............................................................................................................................................13
Task 7............................................................................................................................................13
References.....................................................................................................................................14

Introduction
We can observe that the assessment has mentioned few issues prevailing in customer
services at ABC stationeries. Furthermore, it has discussed few strategies which can be
implemented for delivering better services to the customers. Here, we shall discuss that
implementation procedure in detail.
Task 1
The Gantt chart will describe each and every activity which will be carried out at ABC
stationers to improve customer services. The chart includes the list of activities; who will be
performing the activities and within what time it will be carried out. The details of budget will be
as it is given in first assessment.
ACITIVITIES Week 1 Week 2 Week 3 Week 4 Week 5
The customer service goal of the assessment
The goal of the assessment was to improve the
overall customer service experience with ABC
stationeries both offline and online
Essential steps to execute the customer service
strategy that is to achieve the goal
Website development
Easy return of goods
Better customer service to customers
Training to staff
Communication skills
List of activities to perform step by step in the
assessment
Discussion with top management and staff
Preparing business letter templates and complaint
form
Implementing continuous customer service
improvement system
Preparing the customer survey questionnaire
Survey from ten clients and analyses of the
responses
Customer satisfaction measurement process and
checkbox
Human resources activities
Staff enhancement and task delegation
Estimated financial resources required

CMS software to store customer complaint
Website development
Regular training to staff members
Options for after sales- channel development
360 degree of performance monitoring
CMS software to store customer complaint
Other physical resources or supplies
Maintain customer database (DBMS Systems)
Delivery tracking or enquiry section
Approvals required
Top director of the ABC stationeries will be giving
all approvals

Task 2
As mentioned in the first task, all the primary and supporting activities will be carried out
after discussing with top management. As a consultant, I have to gather their comments and
commitment to achieving improved levels of customer service. Later on, we would discuss all
the key points with employees working in the company for delivering better services. The key
points of the minutes are given below.
 Reaching customer satisfaction 100% by improving customer services on implementing right
customer service strategies
 The content of the ABC stationary website will be updated on regular basis by one of the
staff member. The team will ensure that the customer will have user friendly options and
dashboard to order or return required items.
 Training will be given to staff member to behave in the most professional manner with the
customers. Several training sessions will be arranged in the office. Few of the managers will
be sent out to educate them on need of customer satisfaction in today’s competitive world.
 It is important to follow ethical standards while selling or taking goods back. Moreover,
Employees who provide excellent customer service should be recognized (acknowledged and
rewarded). This will not only motivate them to continue to provide excellent service, but it
will also encourage other employees to strive to do the same.
Requirements Budget
CMS software to store customer complaint 25000$
Website development 500$
Regular training to staff members 1500$ (per month)
Options for after sales- channel development 700$ (per month)
360 degree of performance monitoring 900 $ (per month)
Total 28600$

Task 3
Here, the task 3 includes the sample for customer service letters. There are two types of
letters which can be sent to clients on receiving their complaints: formal and informal. 2 samples
have been given for formal and informal letter respectively. The format of the letter will be same
more or less, only content would change as per the query. There are list of complains which can
frequently be received for ABC stationeries are customer dissatisfaction with service quality,
damaged stationary goods, delivery errors or delay etc. Here, the sample letters are prepared
based on damaged goods and delay in delivery.
Informal letter Customer service letter on receiving wrong invoice (For staff)
Dear (Name of the company or individual customer),
We have received your complaint on getting incorrect invoice. Kind request to return the same
and we will be sending you correct invoice by tomorrow end of the day. We are hiring new staff
because of expansion and hence this issue rose. We would make sure that you will be served with
highest priority and such mistakes will be avoided in the future. Thanks.
Looking for continued support and cooperation
Regards
Name
[e-mail]
Formal Customer service letter on delay in delivery (for staff)

Customer Name
Address of the company
City
State
Zip code
Purpose: Apology for delay in delivering goods
Dear (Supplier name)
We hereby confirm the delay in delivering the goods which are recently ordered by you. Please
accept my apology for the same.
We were displeased to know that you have not received goods on time (specified date) and hence
create disturbance on your further deliverables. We have checked the order no. and realized that
by mistake it has stuck in the section of import-export procedure and got on hold. We have
packed your order again and delivered today by blue dart (private currier) via fast track delivery.
You will receive it by tomorrow evening at mentioned location.
On behalf of ABC stationary, we are sorry for the inconvenience and appreciate your cooperation
and patience. Considering regular and priority customer, we are offering free delivery for next 3
orders if orders are placed on specified amount (amount) and before specified data (date)
Thanks for continued support and Contact us in case of query
Regards,
Your Name
Position
[e-mail]
Contact number
Customer complaint form for ABC stationary (for customers)

1. Consumer or company detail
Name
Address
Contact detail
2. Stationary product detail
Product name
Stationary Sr no. and name
3. Customer complaint (Tick mark from below given options)
Offline purchase & delivery of stationary items
o · Incorrect invoices or prices
o · Customer dis satisfaction with service quality
o · Damaged goods or incorrect order received
o . Delay in delivery
o . If any other complaint
o . Misbehavior of staff
Online purchase & delivery of stationary items
o · Inactive links
o . Not compatible with devices·
o . Product is different then ordered
o · delay in delivery
o · websites is complex to order
o · Other please specify
4. Office use only
Action taken
Complaint checked by
Action taken by
Date of closing the complaint

Task 4
KPIs of the staff
 Website development
 Easy return of goods
 Better customer service to customers
 Training to staff
 Communication skills of staff
Task 5
Part A
The same questionnaire was used to evaluate the responses of the clients after implementing
effective customer service strategies. Total 10 respondents are asked to fill the survey.
1. The accuracy of information provided about ABC Stationary’s products/services
Info from staff in
store
Info from staff over
the phone
Info on the website
 Very dissatisfied Dissatisfied N/A  Satisfied  Very satisfied
 Very dissatisfied Dissatisfied N/A  Satisfied  Very satisfied
 Very dissatisfied Dissatisfied N/A  Satisfied  Very satisfied
2. The attitude of ABC Stationary’s staff
Friendly and positive
Professional and
willing to help
 Very dissatisfied Dissatisfied N/A  Satisfied  Very satisfied
 Very dissatisfied Dissatisfied N/A  Satisfied  Very satisfied
3. The communication skills of ABC Stationary’s staff
Listening (time taken to
understand your needs
and wants)
 Very dissatisfied Dissatisfied N/A  Satisfied  Very satisfied

Speaking (body
language, tone of voice,
clarity of speech and
words used)
 Very dissatisfied Dissatisfied N/A  Satisfied  Very satisfied
4. The service provided by ABC Stationary’s staff
Provision of
products/services that meet
your needs/wants.
Provision of
options/alternatives if
required products/services
were unavailable
 Very dissatisfied Dissatisfied N/A  Satisfied  Very
satisfied
 Very dissatisfied Dissatisfied N/A  Satisfied  Very
satisfied
5. The after sales service provided by ABC Stationary
Delivery options
Assistance with
setting up
products/services
Answering any
further questions
Guarantees/warranties
 Very dissatisfied Dissatisfied N/A  Satisfied  Very satisfied
 Very dissatisfied Dissatisfied N/A  Satisfied  Very satisfied
 Very dissatisfied Dissatisfied N/A  Satisfied  Very satisfied
 Very dissatisfied Dissatisfied N/A  Satisfied  Very satisfied
6. The return of goods policy of ABC Stationary
Easy to understand
and fair policy
Available options
(rep\air/
replace/refund)
 Very dissatisfied Dissatisfied N/A  Satisfied  Very satisfied
 Very dissatisfied Dissatisfied N/A  Satisfied  Very satisfied

7. ABC Stationary’s response to complaints
Initial response
Final outcome
 Very dissatisfied Dissatisfied N/A  Satisfied  Very satisfied
 Very dissatisfied Dissatisfied N/A  Satisfied  Very satisfied
Part B
1. The accuracy of information provided about ABC Stationary’s products/services online and
offline
We can see in the table that only 8% of the people in total are dissatisfied with the accuracy of
the information provided rest 92% in total are satisfied with the current state of information
given. Hence we can continue recent customer service practices implemented in the company.
Responses in % Very dissatisfied Dissatisfied N/A Satisfied Very satisfied
Info from staff in store 0% 5% 15% 80% 0%
Info from staff over the
phone
0% 3% 20% 77% 0%
Info on the website 0% 0% 15% 75% 10%
2. The attitude of ABC Stationary’s staff
It was observed that after giving training to the employees, the attitude of the staff has improved
and customers are highly satisfied with the current state of behaviour.
Responses in % Very dissatisfied Dissatisfied N/A Satisfied Very satisfied
Friendly and positive 0% 10% 25% 35% 30%
Professional and willing
to help
0% 10% 25% 30% 35%

3. The communication skills of ABC Stationary’s staff
When we ask that whether the communication skills of staff has improved than earlier, it was
observed that customers are more or less satisfied with the current state of communication skills.
However, there is a scope of improvement in future. Gradually it will reach the expectations.
Responses in % Very dissatisfied Dissatisfied N/A Satisfied Very satisfied
Listening 5% 10% 35% 25% 25%
Speaking 10% 10% 15% 30% 35%
4. The service provided by ABC Stationary’s staff
Overall when we checked with the customers, whether the stock is available as per their
demands, they say that more or less the supply meets their demand and there are several
alternates for sell. Moreover, to extend the level of services, one has to up to date with their
current state of demand and supply.
Responses in % Very
dissatisfied
Dissatisfied N/A Satisfied Very satisfied
Available products/services 0% 0% 15% 25% 25%
Provision of options 10% 10% 15% 30% 35%
5. The after sales service provided by ABC Stationary
We can see in the table that customers are satisfied with the after sales services than before. We
can see that the newly implemented customer service strategies have positive effect on the factor
of after sales services.
Responses in % Very dissatisfied Dissatisfied N/A Satisfied Very satisfied
Delivery options 0% 0% 40% 45% 25%
Assistance with setting
up products/services
0% 0% 25% 25% 50%
Answering any further
questions
0% 0% 35% 35% 30%

Guarantees/warranties 0% 0% 25% 35% 40%

6. The return of goods policy of ABC Stationary
When we observed the effect of new customer service strategies on aspect of return policies,
it was analyzed that new customer service strategy has considered this aspect and has a
positive effect on customer satisfaction.
Responses in % Very dissatisfied Dissatisfied N/A Satisfied Very satisfied
Easy to understand and
fair policy
0% 0% 10% 45% 45%
- Available options
(repair/ replace/refund)
0% 15% 15% 20% 50%
7. ABC Stationary’s response to complaints
It was observed that the initial response is 100% and has improved substantially. However, there
are 10% of the customers who are dissatisfied with the final outcomes. That means employees
needs to be trained enough to solve the complaints and issue with better outcomes.
Responses in % Very dissatisfied Dissatisfied N/A Satisfied Very satisfied
Initial response 0% 0% 5% 45% 40%
Final outcome 0% 10% 10% 50% 30%
Suggestion and recommendation:
Overall we need to work on these aspects:
 Better customer service to customers
 Training to staff
 Communication skills of the employees

Task 6
The analyses were discussed with the top management as well as the staff of ABC
stationeries. The points of the meetings can be written as below (Case study on ABC stationary,
2019).
 92% of the people are satisfied with the accuracy of the information provided by the staff
 80% of the clients are satisfied with the current state of staff behaviour.
 80% of the customers are more or less satisfied with the current state of communication skills
 90% of the consumers are telling that the supply meets their demand and there are several
alternates for sell.
 100% of the clients believe that newly implemented customer service strategies have positive
effect on the factor of after sales services.
 85% of the respondents believe that new customer service strategy has considered this aspect
and has a more or less positive effect on customer satisfaction.
It was discussed with the staff that to improve the overall scenario, more trainings sessions
will be arranged and customer management system will be implemented. It is important to
make certain do’s and don’ts policies on paper to guide the behaviour of the staff.
Task 7
There are enormous ways through which the customer complaints are received today; via
offline mode and online mode. The most important aspect of customer service is to define the
procedures and methods through which records are maintained. If the customer complaints are
captured in a master database with proper categorization, those complaints can be used to
perform data analytics and thereby create dashboards for the leadership teams to review, as to
which are the areas in business where most of the complaints are originating. This helps in
continuous improvement of quality of customer services. Maintaining records also help to see the
success rate to solve the problems and identifying the most preferred way or solution to solve
most of the complaints. Maintaining records helps to take futuristic decisions; thereby ensure
reduced customer complaints. Maintaining systems, records and procedures helps the
organization to achieve greater customer satisfaction which generates value for the organization
as well as its customers.

References
Case study on ABC stationary. (2019). Retrieved June 8, 2019