Strategies to Improve Customer Service at Colesworths Company

This report addresses the declining market share of Colesworths Company due to customer service issues and proposes strategies to win back customers. It outlines methods for monitoring product and service targets, including consumer-company interaction analysis and paid surveys. The report emphasizes the importance of developing a consumer contact form and email for feedback, highlighting the need for quick responses. It details how resources like equipment, finance, people, and technology can be effectively used to promote quality service. Furthermore, it addresses a major complaint from a retail chain, suggesting immediate order delivery, an apology letter with a discount, and adjustments to service delivery, such as workload distribution and training, to prevent future issues. The report concludes by emphasizing the importance of maintaining employee work-life balance and skill enhancement to ensure effective handling of urgent orders.

Running head: MANAGE QUALITY CUSTOMER SERVICE
Manage Quality Customer Service
Name of the Student
Name of the University
Author note

1MANAGE QUALITY CUSTOMER SERVICE
Table of Contents
Part A...............................................................................................................................................2
1. Strategies to monitor product & service targets and standards................................................2
2. Development of strategy to obtain customer feedback in regards to the above......................2
3. Methods of using the following resources effectively to promote quality service to
customers.....................................................................................................................................3
Part B:..............................................................................................................................................4
1. How will you overcome this problem with the retailer?......................................................4
2. What adjustments would you make to service delivery to ensure such problems do not
occur again?.................................................................................................................................4
Reference List..................................................................................................................................5

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Part A
1. Strategies to monitor product & service targets and standards
Considering the fact that Colesworths Company is losing consumers due to various issues
in its consumer services, it is really crucial for the company to monitor the service targets,
standard and product. In order to monitor the above mentioned factors, the first step that should
be implemented by the HR manager of Colesworths Company is to monitor the necessary
changes. For this the HR management professionals should
 Monitor the consumer-company interaction to find out if it is related to his/her particular
concern or not.
 All consumer feedback channels should be captured in monitor the quality standard that
is used for calls and text based interactions that include chats and emails (Uen et al.
2012).
 A paid survey shall be developed by the company where question associated with the
company will be asked to the consumers in order to understand how to satisfy the
consumers.
 The quality of the consumer service should be monitored to find out the skill gaps and
individual opportunities and learning should be provided to enhance the skills of the
employees (Chaffey and Ellis-Chadwick 2016).
2. Development of strategy to obtain customer feedback
In order to obtain consumer feedback, ColesWorths Company shall develop a consumer
contact form and email so that consumers can reach out to the company through email whenever
required. This process will not only maximize the effectiveness of the channel but will also

3MANAGE QUALITY CUSTOMER SERVICE
ensure a better experience for the consumers. According to researchers, about 81 percent of
consumers would like to give feedback if immediate response is obtained from the company
(Grant 2016). Therefore, it is really crucial for ColesWorths Company to quickly respond to the
feedback in order to retain consumers. In order to accomplish the strategy the company should
develop their email feedback and keep them highly organized.
3. Methods of using the following resources effectively to promote quality service to
customers
a. Equipment: The fitness equipments that are produced by the company shall be of high quality
and will be backed by effective warranties (Lashley 2012). The company should concentrate to
develop unique and multitasking equipment to attract consumers. Apart from this, the
equipments should also ensure natural, smooth body movement and ergonomically correct
design.
b. Finance: ColesWorths should maintain a finance chart to determine amount of money to be
implemented in each managerial sector. The Company should invest a justified amount of money
to ensure effective training of the employees.
c. People: Employees should have job clarity and they should be provided proper training to
effectively communicate with the consumers (Goetsch and Davis 2014). Besides that, they
should be trained to enhance their productivity that involves offering quick feedback and
delivery of equipments to retailed stores.
d. Technology: The Company should use latest technologies like over-the internet and over-the-
phone supports to enhance the quality of the product.

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Part B:
1. How will you overcome this problem with the retailer?
Considering the fact that the retail chain which has launched a complaint is one of the
largest consumers of ColesWorths Company, it is really crucial to solve the issue and satisfy the
retail chain in order to prevent consumer attrition. The first step which should be taken by the
company is that deliver the order as soon as possible to the retail chain. An apology letter should
also be mailed in behalf of the company along with assure of the fact that this type of
phenomenon will not occur in future (Dadfar et al. 2013). In addition to the apology letter, a 50
percent discount on the order which has been lately delivered by the company should be given to
the retail chain in order to retain it.
2. What adjustments would you make to service delivery to ensure such problems do
not occur again?
Considering the fact that the Customer service representatives of ColesWorths Company
are facing various challenges related to customer service, effective steps should be taken to
eradicate this issue. Since the issue of work overload has been stated as a reason for not able to
deliver product on guaranteed time, the HR managers of the company should first develop
strategies to equally distribute the tasks to prevent workload and hence maintain employee work
life balance. Secondly a training session should be conducted in order provide job clarity to the
employee and teach them how to manage urgent orders effectively. They should be trained to
maintain daily report and checklist to prevent phenomenon like forgetting to deliver urgent
orders. The enhancement in the skills of the employees will be monitored during the training
period and even after the training is over. Hence, by implementing the above mentioned

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strategies, the company will be able to ensure that problems like forgetting to deliver urgent
orders do not occur again.

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Reference List
Chaffey, D. and Ellis-Chadwick, F., 2016. Digital marketing. Prentice Hall, pp.4-7
Dadfar, H., Brege, S. and Sarah Ebadzadeh Semnani, S., 2013. Customer involvement in
service production, delivery and quality: the challenges and opportunities. International
Journal of Quality and Service Sciences, 5(1), pp.46-65.
Goetsch, D.L. and Davis, S.B., 2014. Quality management for organizational excellence.
Upper Saddle River, NJ: pearson, pp.68-87
Grant, R.M., 2016. Contemporary strategy analysis: Text and cases edition. John Wiley &
Sons, pp.53-67
Lashley, C., 2012. Empowerment: HR strategies for service excellence. Routledge.
Uen, J.F., Ahlstrom, D., Chen, S.Y. and Tseng, P.W., 2012. Increasing HR's strategic
participation: The effect of HR service quality and contribution expectations. Human
Resource Management, 51(1), pp.3-23.