Customer Service Strategies for VTI KarMart

This article discusses the customer service strategies implemented by VTI KarMart, an online library for study material. It covers their mission, vision, and how they identify customer needs. It also explains how they handle complaints and improve their services based on customer feedback. The article also includes a customer satisfaction survey questionnaire and strategies for using customer feedback to improve products and services.

Running head: TASK QUESTIONS 1
Task Questions
Student’s Name
University

TASK QUESTIONS 2
Task Questions
Task one
Company Mission
VTI KarMart exists to offer quality products and services in medium to high segment cars that
suit the needs of every customer.
Company vision
We believe that we are in business to make purchase and access of different types of cars easy
and on time. We are constantly focusing on reviewing our customer service strategy to meet the
growing needs of our customers and increase their service satisfaction through reduced waiting
time. We believe that by choosing us, customers have made the right choice and we will
compliment this choice by top notch quality service that you cannot find anywhere else. VTI
KarMart is always there to meet your needs at all times. All you need is just knock at our door.
How the needs of customers will be identified
Customers will be allowed to feel service questionnaires to highlight areas that need to be
addressed. Quality service department will analyze these responses and highlight them to
management.
Customer needs will be assessed through use of qualitative indicators in the questionnaire that
will form the basis of what customers like most and what needs to be changed.
Customer needs will be responded to either individually, as a group or through policy. Individual
responses will focus on isolated situations where the customer raised special considerations.
Group needs will focus on an area that need to be addressed at the organizational level and
giving of feedback through the public platform where customers are allowed to post general
comments. Policy areas are based on issues that the organization has highlighted.

TASK QUESTIONS 3
Legislative and regulatory requirements will be met through designing policies that guide the
way the VTI KarMart relates and works with its customers.
Quality is the driver of customer satisfaction since it creates efficiency and reduces customer
complaints. VTI KarMart will set quality standards for every organizational department as a way
of regulating and ensuring that standards are met.

TASK QUESTIONS 4
Customer process flow chart
Top management
Input
Process Customer makes
request through the
customer service depart
Customer need
is analyzedRequest is forwarded
to the relevant
department
Response given in
terms of customer
obligations
Payment
Customer
acknowledges to
meet the
obligations
Processing of the
customer need
Feedback is forwarded
to relevant
department
Customer gives
feedback
Feedback
analysis
Strategies to
address the
feedback
End
If candidate does not
accept offer, the next
qualified applicant is
made an offer
If customer does not agree
to meet the obligation then
the process is terminated

TASK QUESTIONS 5
Task two
How to ensure delivery as per customer expectation
Customer expectations form the basis for customer satisfaction and service quality. In case there
is a deviation in the specification that the customer has requested, then there are high chances
that the product will be returned (Gitman & McDaniel, 2005). To meet customer expectations,
VTI KarMart will start by treating customer order requested separately. Each customer order will
be treated individually rather than grouping orders together to avoid confusion. Once a customer
has made an order request, the specifications will be entered in the system and the quality control
department will check the final product to confirm if it meets the specifically needed
specifications.
Process to follow when investigating the cause of customer dissatisfaction
Customer complaints will be addressed in a five-step process
Step one entails acknowledging the complaint and documenting it in the complaint registers and
if possible notify the customer of the pending investigation. Here the complaint has to be
categorized to understand its nature and the area in which it falls.
Step two focusses on developing an investigation plan through setting up strategies that will be
used to investigate the problem. This can entail making calls, site visits or use of questionnaires.
Step three entails seeking a response, here the parties or departments involved in the issue are
interviewed or approached with a data collection tool to give their insights on what went wrong
and how the situation can be addressed.

TASK QUESTIONS 6
Step four focusses on finding analysis, where the relevant personnel analyze the collected data to
determine the magnitude of the issue. This stage forms the action that will be taken since
management addresses the problem based on the magnitude of the problem and the data that
relates to the complaint.
Step five is the outcome and system improvement recommendations. Here action plans are put in
place on how management or functional departments will mitigate the situation and avoid future
challenges. If the recommendations affect the customer, like the refund of money or any other
thing, then the customer is conducted and informed of the management decision and the
obligations of the customer from the decision.
Customer handling procedure for complaints
a) Listen, receive, accept and document the customer complaint.
b) Make sure all the facts have been gathered from the complainant.
c) Discuss options for sorting out the problem.
d) Consult if complaint requires further analysis.
e) Solve the problem or fid someone who can solve the problem.
f) Share the solution with the complainant.
Possible reasons why delivery drivers are not performing as expected.
a) Lack of motivation.
b) Lack of compliance with the new regulations in the transport sector.
c) Work overload.
d) Poor supervision from departmental leaders.
e) Lack of performance standards.

TASK QUESTIONS 7
Actions to address driver difficulties.
a) Motivate employees.
b) Set performance standards for each individual.
c) Ensure compliance with Australian regulations.
d) Improve working conditions.
Motivation is one of the drivers of performance since creates job satisfaction which leads to
increased business outcomes. Different theories of motivation have been proposed but
Herzberg’s two factor theory has been regarded as offering the best solution to employee issues.
Here, the manager or the organization uses the motivation factor by focusing on intrinsic factors
that are inherent to the job (Farris, Bendle, Pfeifer, & Reibstein, 2010). Through creating
autonomy and good working conditions, drivers will be motivated to work and develop strategies
that can be used to improve delivery time. Autonomy leaves the delivery to the driver, thus it,
makes them improvise strategies that can be used to meet barriers that increase delivery time and
delays.
Task three
KPI for customer service representatives
a) Customer satisfaction score from customer ratings
b) Speed of first response time for every customer call.
c) Customer retention rate based on measuring the number of returning customers.
d) Service quality received by customers
e) Number of incoming complaints versus number of solved complaints.
f) Average resolution time for every complaint received.

TASK QUESTIONS 8
Questionnaire for customer feedback
See appendix one
Strategies for using customer feedback to improve products and services.
a) Tailor customer feedback to include recommendations for improvement on areas that
customers feel the organization might have done better.
b) Analyze feedback to identify recurring concerns and develop reviews to mitigate these
concerns.
c) Use of positive customer ideas to improve performance through feedback on best
organizational areas.
d) Listening to customer experiences to determine areas that the organization can be
improved and what needs to be avoided.
Importance of managing and retaining customer feedback
a) Can be used to analyze organizational performance since management learns from the
mistakes that have been made and how to avoid them.
b) It helps in determining areas of improvement within the organization since customer
feedback suggests areas that can be improved and possible mechanisms for improving
the organization.
c) It can be used as a measure of customer satisfaction.
Advantages of procuring customer needs technology.
a) Technology allows real-time capture of customer feedback or needs.
b) It is free from biases or manipulation since customers enter data by themselves.

TASK QUESTIONS 9
c) It offers real-time and advanced analysis of customer data.
Human and physical resources for quality customer care.
Human resources
a) Customer care teams
b) Quality assurance personnel for checking quality issues
Physical resources
c) Customer feedback computer tool.
d) Website with feedback tools that to be used in collecting feedback.
e) Free toll call line for customers to make free calls.
How to resolve conflict between customer and my team
Conflict between customer and a team member need to be handled in a proper way that satisfies
the need of the customer and protects the employee. The strategy to be used must be
accommodative and compromising to ensure that all parties are satisfied with the outcome. One
way to resolve a complaint between the customer and the team is to empower the employee to
take control of the situation. First I will ask the employee to document the complaint and allow
me to analyze if it needs my intervention or not (Fornell, Rust, & Dekimpe, 2010). If it requires
my intervention, I will take over and solve the complaint together with both of them while if the
complaint can be handled by the employee. I will ask the employee to use organizational
procedures to handle the situation and report back to me.

TASK QUESTIONS 10
References
Farris, P. W., Bendle, N. T., Pfeifer, P. E., & Reibstein, D. J. (2010). Marketing Metrics: The
Definitive Guide to Measuring Marketing Performance. Upper Saddle River: Pearson
Education.
Fornell, C., Rust, R., & Dekimpe, M. (2010). The Effect of Customer Satisfaction on Consumer
Spending Growth. Journal of Marketing Research, 47(1), 28-35.
Gitman, L. J., & McDaniel, C. D. (2005). The Future of Business: The Essentials. Mason. Ohio:
South-Western.

TASK QUESTIONS 11
Appendix one: VTI KarMart
Customer Satisfaction Survey
Thank you for purchasing from us. Please take a moment to tell us about your experience and
how well our [insert name of product/service] has been meeting your expectations.
1. How long have you used our services?
□ 0 to 12 months
□ 1 to 3 years
□ More than 3 years
2. What products and services have you purchased from us?
□ car
□ insurance
□ car service
3. Overall, how satisfied are you with your experience?
□ Very satisfied
□ Satisfied
□ Neutral
□ Dissatisfied
□ Very Dissatisfied
4. Would you share your reasons why?
___________________________________________________________________________
___________________________________________________________________________
___________________________________________________________________________
_____________________

TASK QUESTIONS 12
5. Please rate the following areas of our service
Excellent Satisfied Neutral Dissatisfied Very
dissatisfied
Customer service
Quality of work
Pricing / Value
Professionalism
Ability to meet
needs
6. Will you likely use our services again? (optional)
□ Yes
□ No
□ Not sure
If not, why not?
________________________________________________________________________
________________________________________________________________________
7. Would you recommend us to a colleague or friend?
□ Yes
□ No
□ Not sure
8. Do you have any additional feedback or any other suggestions for improving our
services?
___________________________________________________________________________
___________________________________________________________________________

TASK QUESTIONS 13
Optional – Social and Environmental Mission
VTI KarMart is a social enterprise with social and environmental mandates, it exists to offer
quality products and services in medium to high segment cars that suit the needs of every
customer.
Kindly inform us the way you felt about the purchasing process.
______________________________________________________________________________
______________________________________________________________________________
______________________________________________________________________________
Do you think you can back for another service or refer a client to us, please explain
______________________________________________________________________________
______________________________________________________________________________
______________________________________________________________________________
What do you think can be done to improve the process of serving our customers?
______________________________________________________________________________
______________________________________________________________________________
______________________________________________________________________________