Customer Service Quality Management: Case Study of Innovative Widgets

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BSBCUS501- Manage Quality Customer Service

Contents
Introduction......................................................................................................................................3
Task 1...............................................................................................................................................4
Profile of a company....................................................................................................................4
Vision, the mission for internal and external customers..............................................................4
Products standard.........................................................................................................................4
Policies and procedure.................................................................................................................5
Reflection on the plan..................................................................................................................7
Task 2...............................................................................................................................................8
Handling Customer Complaints..................................................................................................8
Managing under-performing team members...............................................................................9
Task 3.............................................................................................................................................11
Development a set of KPIs for customer service representative...............................................11
Plan and procedure to monitor member’s performance to assess gaps.....................................12
Recommendations......................................................................................................................15
Conclusion.....................................................................................................................................17
References......................................................................................................................................18

Introduction
Customer-centric business leads the market place and ascertains competitive edge. It is essential
for an organization to manage their customer service quality to maximize the experience of
customers (Nyadzayo and Khajehzadeh, 2016). It is essential for an organization to use
appropriate steps to manage quality services for customers so that work and operations facilitated
in the right direction. This report is all about management of quality customer services in the
context of Innovative Widgets, a firm which provides high-quality gadgets and a mechanical
device to facilitate activities efficiently. This report will be going to cover a customer service
plan with vision, mission, product standard, policies, and procedure with a reflection. A role play
will be discussed on two bases: to handle customer complaints and identification of areas to
improve the performance of a customer service team member. The company will be going to
underpin different strategies to monitor progress and determine customer feedbacks.

Task 1
Profile of a company
Innovative Widgets is a famous organization of Australia which serves machinery components
for industries to manufacture their products and services. They are also manufacturing gadgets
which enable industries to determine the level of production and quality. They are providing
employment to 50 employees and use their skills to make business more customer-centric.
Business is focusing on customer requirement and their desires which enable them to enhance
the number of loyal customers. Hence, for managing the clients, business is using an active
customer service profile so that all aspects of clients and users analyze properly.
Vision, the mission for internal and external customers
Vision: Company wants to create valuable products for their customers to lead the market. All
mechanical components are rich in quality standard to maximize satisfaction and experience of
clients. A clear focus has determined on a desire of customers to craft high standard products to
manage the position in the keen competitive world.
Mission: To be the best component service providers so that industries can ascertain benefits in
near future and contribute towards the economy.
The company is serving the best quality products which maximize their satisfaction level. All the
widgets are manufacture under specialist which manages a standard of quality. The company has
targeted to provide high-quality widgets across Australia so that products become efficient at a
competitive price.
Products standard
The products which manufactured by Innovative Widgets are rich in quality which assists
companies to create quality products and services. All products are manufactured under
specialist which assure high standard so that further goods manufacture at a competitive price.
Innovative Widgets product standard is defined as follows which assists industries owners to
understand their reliability and efficiency:

 Dimensions: All products and widgets are different from each other and their size also
gets very. The standard dimension of products created by Innovative Widget is 15MM.
 Tolerances: The level of tolerances of each Widget would be +/- 4% which consider
around 0.04. The actual level of tolerances of all Widgets defines capacity around 15MM
from 12MM.
 Pricing: Company is using competitive pricing standard where they provide quality
products on a minimum rate. Along with this, some products are charged as per the size
and material used into it. The average pricing of Widget is $120.
 Material: Company consumed raw material with effective quality standard. Thus, the
major material which has been used by Innovative Widget includes plastic and metal.
 Delivery: Company typically takes 2 days delivery process within the boundary of
Australia. Self-pickup delivery takes 24 hours after placing an order.
Policies and procedure
 Gathering customer information and conducting market research to identify customer
needs: Dissemination of information is essential for an organization so that they can deal
with customer needs effectively. Innovative Widgets can use RATER model so that they
can evaluate customer expectations Thus, the sections are helpful to create policies and
use a suitable procedure to collect information and conduct market research effectively
(RATER Model, 2018):
o Reliability
o Assurance
o Tangibles
o Empathy
o Responsiveness
These all are essential aspects which enable Innovative Widgets to assess customer expectations
and create products. This is helpful to add some value to products and services so that individual
experience can maximize. Customer information is essential to anticipate by business so that
their needs and wants understand properly.

 Responding to customer complaints: Another aspect for which effective policies are
important to create would response for customer issues. Innovative Widgets has prepared
a system which adds client's issues and response within the next 24 hours. This system is
handled by customer representative to enhance the ultimate experience of customers.
 Managing records and data: An essential section is to maintain records and data of
customers and underpin their information for future referral. It is important for Innovative
Widgets to manage records and data in a system and update it on the cloud. This policy is
helpful to determine the record of every client whenever required by the business
manager.
o

Reflection on the plan
Planning is an essential task for a business so that agreed outcome imposes and accomplish
properly (Kasiri, et. al., 2017). It is essential for me to prepare a plan for Innovative Widget so
that business can easily maintain their productivity and proficiency. This plan is helpful for me to
greet customers properly and manage their level of experience. Firstly, I am going to prepare a
company description so that the team becomes able to understand the aspects of a company. It is
essential for me to describe the company with the number of operators and type of operations.
This is helpful for the team to understand the aspects and attribute of a company with their
operations.
A customer services plan has been created by me for Innovative Widgets which include vision
and mission. Vision and mission are helpful sections for me to guide and direct team towards
work so that efficacy in products maintained. A product standard is essential to identify and
clearly stated by me so that customers become aware of the type of goods and services provided
by Innovative Widgets. This section has included dimension, tolerance, pricing, material,
delivery. Certain policies and procedure have created by me so that appropriate and suitable data
can anticipate different methods. A system will be created which store data of customers so that
their complaints maintain for a longer duration. Thus, a proper recording of data and information
is essential which get done by me so that effective understanding of customers becomes possible.
I am going to suggest some policies which facilitate business to grow and manage their customer
service quality. Highly appreciated customer services can be maintained with efficient staff
personnel with skills and knowledge to manage task and operations.
For assurance of quality TQM approach has been used to ensure good quality standard. Limited
and required resources are important to use to create widgets. Along with this key legislation like
employment health and safety act, anti-discrimination act etc. need to consider so that team can
perform the task efficiently. All procedures will be work efficiently so as to ensure that the
product meets with define quality and approach or not. I must recommend social media as a
source to promote products and services of a company like 24 hours solution for the issue, 2 days
delivery, 2 days replacement etc. This will assist and support me to execute plan effectively and
meet with all relevant standards properly.

Task 2
Customers are essentials of a business which response an organization towards a positive
outcome. It is important for an organization to handle customer complaints properly so that
business can facilitate their operations effectively (Halvorsrud, et. al., 2016). Along with this, a
keen focus is required on personnel which considers as a member of the under-performing team.
Hence, management needs to initiate suitable steps so that such issues and problems minimize.
Innovative Widgets will be going to handle such a situation effectively with specialized skill
employees. All will be contributed to the maximization of sales and profit of a business. Hence,
this section is important to undertake by managers and leader.
Handling Customer Complaints
Customer representative: Good Morning Sir! I am ABC. How may I help you?
Customer: Good Morning! Actually, I have a complaint regarding the machine which provided
by your company two days before.
Customer representative: Ok Sir. May I know the model number of your machine?
Customer: Yeah! Sure. K1123LM2
Customer representative: Thank You! As per the provided details, it was purchased on 26th
January 2019 on the name of Mr. XYZ. With these details, can you please provide me the details
of the issue facing by you?
Customer: Yes. The machine is not working properly and stopped twice or thrice while
manufacturing. It creates a problem and enforces more and more pressure on the light. This
might create failure of electricity. Please replace it or send some representative to resolve such
issues.
Customer representative: Ok Sir! Let me provide you some additional information that the
company never replace their machines. We will send one representative shortly so that all such
problems related to machinery determine and resolve frequently. Along with this, the company

will be provided $50 per day so that further problems minimize. Any other queries related to the
product, Sir.
Customer: No. Kindly resolve it shortly so that my production process initiate regularly. Thank
You.
Customer representative: Thank You, Sir! We wish a good day for you.
Managing under-performing team members
Supervisor: Hello Mary!
Mary: Good morning Sir.
Supervisor: You know Mary that innovative Widgets is a small company which focuses on
clients satisfaction more with policies like friendly customer service.
Mary: Yes Sir! Better aware of this.
Supervisor: Good! Still, we found you in a critical case where you completely misunderstood the
customer complaint and not behave properly with them. Along with this, most of the time you
picked their calls and put it on hold. All these things are really contravened for Innovative
Widgets.
Mary: Sorry Sir! But it was not my fault. Company procedure is typical as management does not
align proper aspects through which we can track the consignment and asses’ full information.
Supervisor: We already provide an opportunity to call the tracking companies and ascertain full
information from them. You missed it and start arguing with them. This is really sad to hear that
our clients getting dissatisfy due to such communication error. Our purpose is clear to ensure the
management of complaints properly and fairly with the requirement.
Mary: I am sorry Sir. I am assuring you that it won’t happen again. Along with this, I am going
to revise all policies and procedure again so that my mistakes would overcome. Now, please help
me so that I will help out client and provide appropriate information to them about consignment.

Supervisor: We appreciate your behaviour and follow the amendments. Moreover, if you find
improvement in your behaviour, you will get appreciated the suitable aspect. Now, you can
leave. Best of luck!
Mary: Ok sir! Thank you, sir!

Task 3
Strategies are an essential aspect for a business which enables a company to sustain in a market.
Thus, a business needs to work on different strategies so that the company can monitor their
progress (So, et. al., 2016). Along with this, some essential and standard steps are important to
undertake through which management can obtain feedback. Hence, management has to
undertake relevant customer service strategies and provide relevant recommendations for
improvement areas.
Development a set of KPIs for a customer service representative
Customer service representative is one which assists the client and resolves their problems and
issues. It is essential for an organization to prepare certain key performance indicators which
enables customer representative to fulfill business and users requirement (Mikalef, et. al., 2016,
June). Following are the certain KPIs for Innovative Widgets customer service representative:
 Promoter scale: An efficient customer representative is one which always gets promoter
and control problems and issues face by a user (How to Measure Customer Service
Success, 2018). It is essential for customer service supporter to handle the clients
complains effectively and satisfy them. They also get promoter if they used to follow the
procedure and policies of an organization. Hence, the promoter is an essential and major
ingredient which creates an efficient customer service representative.
 Customer retention: An able customer service representative is one which retains a
maximum number of users. It is another KPI which need to undertake by business
managers so that they can define efficient services to clients. Customer retention has
possible with the handling of call/inquiry of clients on time. Along with this, customer
retention has possible with maximization of sales and the ability to handle complaints.
 Resolution time: An essential section on which management needs to work is the
maximization of resolution time (How to Measure Customer Service Success, 2018). It is
essential for the customer service representative to control the resolution time. This
includes handling of client complaints effectively in minimum time duration. This will be
helped to maximize the sales of a company and maximize customer satisfaction as well.

All these are certain KPIs which prepared by Innovative Widgets. These standards have to fulfill
by the customer representative of a company so that they can manage the sales of a company.
This will be going to resolve all issues and problems earlier and manage customer level of
satisfaction. Thus, a customer representative is one which handles the customer complaints,
resolves their issues, and assist team members to improve their performance. Along with this,
they should have the ability to record the customer information properly for future and further
reference. Hence, all such aspects are important to undertake by a firm so that they can manage
the performance of all representative effectively.
Plan and procedure to monitor member’s performance to assess gaps
A plan is an essential ingredient which enables the individual to perform better (Balfaqih, et. al.,
2016). Thus, Innovative Widgets has to undertake different sort of metrics to monitor the
performance of all team members. Following are the certain metrics which need to understand by
leaders and managers to determine the performance of team members and enhance their
productivity (Staff, 2018):
 Attendance and their time management
 Helpfulness nature and their level of motivation
 Efficiency and ability to meet deadlines of a project with minimum resolution time
 Initiative and level of leadership
 Quality and their ability to retain customers
All these things need to undertake in define sequence. This has resulted in Innovative Widgets to
understand the performance of members. This will be going to help manage their performance
and resolve problems of clients efficiently. Along with this, another technique to assess the
performance of customer representative of Innovative Widgets, the company can use the
questionnaire. Below is a questionnaire which enables to anticipate the information about the
quality of customer representative:
Name: