Developing and Implementing Customer Service Strategy for AET Pty Ltd

This report analyzes the customer service strategy for AET Pty Ltd, focusing on improving the company's position in the market. It addresses the importance of internal and external customer requirements, emphasizing the need for a cultural working experience for internal customers and fluent communication for external customers. The report outlines customer service standards, including effective employee techniques, clear communication, and empathy. It covers handling grievances through investigation and frontline resolution. The implementation process is discussed, highlighting the importance of professional rollout, transparency, and user experience. The report concludes by emphasizing the need for AET Pty Ltd to formalize its customer service process, incorporating technical advancements and logistic enhancements to achieve long-term success. The references include relevant research on customer service and its impact on various aspects of business performance, such as customer satisfaction and loyalty.

Running head: MANAGE QUALITY CUSTOMER SERVICE
MANAGE QUALITY CUSTOMER SERVICE
Name of the Student
Name of the University
Author note

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Table of Contents
Introduction......................................................................................................................................2
Customer Service Strategy..............................................................................................................2
Internal and External Customer requirement...............................................................................2
Customer service standard...........................................................................................................2
Handling and grievances..............................................................................................................3
Roll out and implementation process..........................................................................................3
Long term and Short term achievement.......................................................................................3
Conclusion.......................................................................................................................................4
References........................................................................................................................................5

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Introduction
AET Pty Ltd deals with professional trades and offers a huge range of products. The
range of connectivity is also important for the company as the company deals with different
countries and they want to expand their business by implementing better customer service
strategy.
Customer Service Strategy
In case of internal customer need cultural working experience and provide value to their
decision and appreciate their thoughts are important. The better process maintenance and train
employees for delivering better service to internal customers are important. There is a need for
process improvement team and the team will be monitoring the good service standard and act in
difficult cases when employees are not able to satisfy internal customers (Shanka, 2012). As
internal customers are the mirror for external customers, so satisfying them is the huge
responsibility for the company.
Internal and External Customer requirement
In case of external customers, delivering service in a right manner and provide a response
in a fluent approach is the main aspect of that. The external customer has the choice, so the
business opportunity for the company is competitive in this matter, hence employees positive
attitude and respect for the external customer is needed so that these customers can attract by that
process.

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Customer service standard
Customer service standard can be improved by the effective techniques adaptability of
employees. Clear communication and a sense of knowledge with this is the basic understanding
that an employee needs to have to deal with a customer (Ryu et al., 2012). Empathy, patience
and consistency in work are also needed in this matter and employees have to deliver the best
from their end. Creating communities is another important matter in this process and through the
interacting websites, social media; trade shows a better customer-employee relation will grow.
Handling and grievances
In case of complaint handling, a sequence of investigation is also needed in that case. The
identification of issue and frontline resolution by on-spot apology process is the first way of
solving the matter (Setia, Venkatesh & Joglekar, 2013). In complex risk cases, a definite
response from the company in a written manner, even for the administration of the organisation
somehow mitigate those issues.
Roll out and implementation process
As Adam stated that, professional rollout can mitigate the extra time of customers, their
money and nerves. The sense of decision making is the key perspective in that case and
multifunctional system and quick managerial intervention is the main operation of the
organisation. Transparency in the organisation-customer relationship is important in that case
and delivering better user experience helps the company to make sustainable condition is the
business market.
Long term and Short term achievement
In case of short term and long term process for the development in customer service
Providence, listening to the customer, simplify day to day activity, improvement in productivity;

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build customer relationship, brainstorming new ideas, retain talented and experienced employees
and change their business strategy according to the time and flow of market is the crucial aspect
to make their mark in business (Lee, Lee & Kang, 2012). In case short-term cases in AET Pty
Ltd one year management process and for the long-term process 3 to 4 years process are the
applicable range to formulate the business.
Conclusion
Therefore it can be concluded that AET Pty Ltd will gain the better position in the market
if their customer service process segments and formalise this manner. Some of the technical
advancement and logistic enhancement is associated with the company but formalize the way to
maintaining customer service is the required aspect for them.

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References
Lee, S. M., Lee, D., & Kang, C. Y. (2012). The impact of high-performance work systems in the
health-care industry: employee reactions, service quality, customer satisfaction, and
customer loyalty. The Service Industries Journal, 32(1), 17-36.
Ryu, K., Lee, H. R., & Gon Kim, W. (2012). The influence of the quality of the physical
environment, food, and service on restaurant image, customer perceived value, customer
satisfaction, and behavioral intentions. International Journal of Contemporary
Hospitality Management, 24(2), 200-223.
Setia, P., Venkatesh, V., & Joglekar, S. (2013). Leveraging digital technologies: How
information quality leads to localized capabilities and customer service performance. Mis
Quarterly, 37(2).
Shanka, M. S. (2012). Bank service quality, customer satisfaction and loyalty in Ethiopian
banking sector. Journal of Business Administration and Management Sciences
Research, 1(1), 001-009.