Customer Service Report: Improving Customer Service in Business

This report analyzes customer service strategies, focusing on complaint management, customer needs, and service delivery. It begins by examining customer complaints received by Bang on Bikes, including staff politeness, post-sales service, and unwanted marketing calls. The report outlines methods to meet quality, time, and cost specifications, such as inspiring team members, fostering a positive culture, and clear communication. It also details how to ensure quality products, monitor team performance, and obtain customer feedback through formal research and surveys. The second part of the report focuses on Woolworths, examining relevant customer service legislation, organizational policies, and best practices. It explores strategies for public relations, product promotion, and dealing with customers with specific needs. The report concludes by outlining techniques for solving complaints, managing records, and monitoring customer relationships, emphasizing the importance of adapting to customer needs, maintaining quality service, and providing effective record keeping for organizational success. The report also includes a demonstration of managing quality service at work, covering procedures for understanding customer needs, meeting quality and cost specifications, monitoring team performance, gathering customer feedback, procuring resources, utilizing resources effectively, and employing problem-solving techniques.

Running head: CUSTOMER SERVICE
CUSTOMER SERVICE
Name of the Student
Name of the University
Author Note

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Table of Contents
A1: Written Activity........................................................................................................................2
Task 1...........................................................................................................................................2
Task 2...........................................................................................................................................5
A2- Demonstration..........................................................................................................................9
Managing quality service at work Procedure..............................................................................9
A3: Short answers..........................................................................................................................12
Answer to Question 1:...............................................................................................................12
Answer to Question 2................................................................................................................13
Answer to Question 3................................................................................................................13
Answer to Question 4................................................................................................................13
Answer to Question 5................................................................................................................14
Answer to Question 6:...............................................................................................................14
Answer to Question 7:...............................................................................................................14
Answer to Question 8:...............................................................................................................15
References......................................................................................................................................16
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A1: Written Activity
Task 1
Introduction
The customers can be described as the most crucial aspect of the organization and it is
very important that the different custom complaints are effectively dealt with and the customers
are given no future scope for complaints (Kursunluoglu 2014). The given report will be
identifying the different complaints received by Bang on Bikes.
Type of complaints received
The complaints which have been received by the company are based on the quality of the
services being provided by the organization. The complaints stated that the staff members of the
company are not polite, they were not being provided with adequate post sales services and that
they were constantly receiving calls from the company in regard to the new offers which tends to
disturb them during their work hours or family time.
Methods to ensure that plan meets quality, cost and time specifications
The given method can be largely adopted to ensure that the methods of customer service
meet quality, time and cost specifications (Cook 2017).
1. Inspiring and mobilizing team members
The team members who are largely involved in the business need to be inspired and
motivated continuously in order to ensure that they are largely motivated.
2. Formulating culture
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The culture of the organizational team members needs to be effectively maintained.
3. Clear communication
The communication in the organization needs to be very clear in nature.
How to ensure that delivery of quality products are ensured
In order to ensure that quality products are ensured the following steps need to be taken:
 Understanding client needs
 Establishing rapport
 Showing interest in the customers
 Treating the customers well
 Ensuring good products
Monitoring team performance
The given procedure needs to be maintained in order to monitor the team performance:
1. Identifying the poor performers. This shall assist in the understanding of the main targets.
2. Addressing of the poor performers needs to be done effectively (Hill and Brierley 2017).
3. Providing regular feedback is the primary step after identifying the poor performers.
4. Supporting of the team members by ensuring reinforcing of performance excellence
Helping colleagues
The colleagues may be helped in the following manner:
 Training: The colleagues can be trained informally.
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 Mentorship: The colleague who has been performing well can act as a mentor for another
weak colleague.
 Encouragement: Encouraging good performance.
Obtaining customer feedback
Obtaining customer feedback forms a crucial part of the organization and any company
which aims to find success in the long run needs to ensure that it is successfully able to obtain
the customer feedback. The following methods can be effectively used:
 Formal research
 Surveys
 Feedbacks as given to the staff
Managing complaints and adapt to customer services
The customer complaints are required to be taken effectively and held in all seriousness,
hence, the complaints must be managed in the given manner:
 Proper documentation is very crucial as it helps to assist the company in understanding
the series of events and which event triggered the actual complaint which was received.
 The findings as stated need to be presented adequately (Izogo and Ogba 2015).
 Communicating effectively with the consumer is crucial is important as it helps to form
better relationships with the customers
 Analyze evidence in order to ensure better customer service strategies. This will help in
ensuring that the mistakes are not repeated again and that the customers are successfully
able to attain the services.
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Managing records
It is crucial for the organization to be successfully able to manage the customer complaint
records so that they are able to ensure that the following records are present:
 Feedback from customers
 Training for staff members
 Performance management (Conway and Briner 2015).
 Customer complaints
Conclusion
Therefore, from the given it can be understood that maintaining clarity in the consumer
relationships are very crucial in nature and ensure that the organizations image is maintained.
Task 2
Introduction
The primary aim of the given report is to outline the different organizational policies,
legislatives and other related laws in order to understand the success of the organization and its
consumer relationships. The organization chosen for reference is Woolworths in Australia.
Customer service legislation
The organization Woolworths deals with customers regularly and is required to abide by
the following legislations in order to ensure proper relationships are maintained:
 Public service act 1999
 Disability discrimination act 1992 (Austrade.gov.au. 2018).
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 work health & safety act 2011
 racial discrimination act 1975
 age discrimination act 2004
 fair work act 2009
 sex discrimination act 1984
 Australian human rights commission act 1986
Organizational policies and procedures for customer service
The organizational procedures and policies in order to handle customer complaints have
been given as follows:
 Ensuring Quality is maintained throughout: This helps in ensuring that no customer
complaint is received by the organization.
 Ensuring customers are attended: So that the customers are able to express their emptions
easily and are able to address their grievances.
Identify service standards and best practice models
The best service standards which are applied by the organization has been given as
follows;
 Ensuring that the phones are answered within 15 seconds
 Ensuring delivery within 48 hours (Woolworthsgroup.com.au. 2018).
 Ensuring best quality goods are delivered to the customers.
Public relations and product promotion
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The Woolworths organization engages in extensive public relations with the different
customers to see to it that the image of the organizations in front of the different consumers.
Maintaining effective public relations helps the organization in ensuring that the organization
remains popular in the eyes of the customers and that the revenues of the organization improves
considerably.
The Woolworths organization engages in extensive product promotions. The organization
promotes its products with the help of social marketing, digital marketing, traditional marketing
and other techniques (Bansal and Taylor 2015). The company is very popular among the
Australian audience and hence it ensures that the operations are successful in nature.
Techniques to deal with customers of specific needs
 Patience and personal assistance: Patience is required when the company is required to
deal with consumers o specific needs. In such a scenario, the company needs to see to it
that personal assistance is provided to the customers.
 Training employees: Moreover, the training of the employees to deal with these people
plays a crucial role in ensuring that the specific needs can be met effectively.
Techniques for solving complaints
Customer behavior Engage in observations and practices
which shall help in understanding what the
customer requires and resonates their
behavior.
Customer needs research Engage in research techniques, surveys,
consumer feedbacks and other platforms to
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understand the needs of the consumers (Khan
and Fasih 2014).
Customer relations Maintaining relationships with customers by
loyalty programs and well trained staff and
employees.
Ongoing product and service quality Taking continuous assessments to ensure that
the product as well as the service quality
offered is maintained throughout the
organization.
Problem identification Analyze the problem of the organization
regularly in order to look out for any
problems which may exist in the system or
may arise in the future.
Quality service of customer delivery A proper quality department needs to be
employed which will then assist the company
in ensuring that the last step of value chain is
completed successfully.
Record keeping The organization needs to maintain digital
records for organizational success.
Strategies for monitoring, managing and
introducing ways to improve ways for
customer relationships.
Having a separate monitoring team will be
beneficial (Jüttner et al. 2013)
Obtaining customer feedback Conduct surveys and other researches
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regularly.
A2- Demonstration
Managing quality service at work Procedure
Managing the quality of service at the workplace is very crucial and hence, for this reason
it is very important for the business to have a particular procedure for it. The procedure has been
defined in the given sections
Needs of the customer
The needs of the consumers form a crucial part of the organization and for this purpose it
is very important to ensure that the customer needs are well understood. This can be done by
ensuring that adequate customer needs are understood through a wide variety of ways. The ways
are as follows:
 Research
 Feedback
 Survey
Quality time and cost specification
In order to ensure that the company achieves long term success, the quality time and cost
specifications need to be met with the following need to be done:
 Team needs to be encouraged: This enables them to perform well.
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 Communication has to be clear: This needs to be present to ensure that there is clarity.
 The monitoring needs to take place effectively: This will help to ensure the maintenance
of standards (Fullerton 2014).
 Monitoring team performance
The given procedure needs to be maintained in order to monitor the team performance:
1. Identifying the poor performers.
2. Addressing of the poor performers
3. Providing regular feedback (Cheshin, Amit and van Kleef 2018).
4. Supporting of the team members
Strategies to monitor progress
In order to monitor progress the following procedure shall be adopted:
 Identifying the industry standards
 Setting performance metrics
 Measuring actual performance
 Comparing against the metrics
 Taking corrective measures.
Strategies to gather customer feedback
Some ways of gaining customer feedback are as follows:
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 Ensure healthy participation so that the customers can share information willingly
 Gain in confidence for future success
 Use methods like focus groups, surveys, research and sales feedback.
Procurement of resources
The procurement of resources needs to be made in a timely manner for which the given
procedures can assist:
 Check for quality products as it helps in ensuring a successful relationships with
customers
 Engaging in quality monitoring
 Ensure that service delivery takes place appropriately.
Utilizing resources effectively
In order to utilize resources effectively, the following need to be adopted:
 Maintain team spirit and clarity
 Ensuring that all the processes are well understood by members
 Effective communication: This helps to see to it that any resources are not wasted.
 Maintaining quality procedures (Radnor and Johnston 2013).
Problem solving techniques
The given problem solving techniques might be used:
 Identifying source of problem
 Analyzing the problem
 Brainstorming for solutions
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