BSBCUS501 - Manage Quality Customer Service: Report Analysis

This report analyzes customer service performance for the Fine Foods Factory, focusing on key performance indicators (KPIs) such as call handling time, on-air call recording, and complaint resolution. It outlines procedures for maintaining team member performance, including planning, report management, and project checklists. The report includes a customer survey questionnaire designed to gather feedback on service quality, executive engagement, and overall satisfaction. A simulated meeting with a senior manager addresses negative customer feedback, exploring the reasons behind dissatisfaction and potential solutions, such as incentives and improved product knowledge for customer executives. Finally, the report provides comprehensive recommendations for organization-wide customer service improvements, emphasizing the importance of understanding media options, managing customer relationships with CRM software, and streamlining business processes to enhance efficiency and reduce costs. This document is a contribution to Desklib, a platform offering AI-based study tools.

1) The KPI’s of the following will be discussed as below
 call/enquiry/complaint
handling time
1) On-air call recording options as well as to
complain about handling employees.
2) Problem report within the timing of 48hours
 assisting team members to
improve customer service
1) provide mentorship and coaching services
2) assisting the checklist for performance
improvement
 assisting other internal
customers of the customer
service team
1) proving team leaders
2) providing assistant team leaders and
supervisors
 ability to handle complaints 1) efficient employees
2) effective team management
 ability to record and store
customer information
1) updated storage devices
2) personal computer
 customer satisfaction 1) feedback from customers
2) Customer survey’s

2. Procedure for maintaining the performance of the team members are as follows:
Step 1- designing effective planning for monitoring
Step 2- designing effective report management mechanism which will evaluate the
progress update of the employees
Step 3- recommendations for further project improvement
Step 4- ensuring that the employee is meeting the guidelines and working on the
recommendations that are being provided by the team leaders
Step 5- project checklist for further improvements to be processed.

3. Survey Questionnaire to collect the feedback of the customers are as follows:
Survey questionnaire
Name:
Age:
Gender:
1. How would you rate our service out of 5?
2. Did you enjoy our service or the product?
3. How would you describe our customer executives?
4. How satisfied or dissatisfied are you with our customer service?
5. How would you suggest to our customer executives?
6. How fast do our company respond to your queries?
7. Would you come and take our service again?
8. Will you recommend our company’s service to others?

4. A meeting with the senior manager is being organized to discuss the negative feedbacks that
are being gained from the customer. The discussion is as follows
Me – The customers seem to be less satisfied with the company service than expected
Senior Manager- Why so?
Me- From the survey, it can be assumed that the main reason behind the dissatisfied audience is
the customers are not so happy with the engagement of the customer executives
Senior manager- what is the main complaint of the customer?
Me- the customer executives have less knowledge about the product or the service that they are
providing.
Me- Special team should be arranged who can address the reviewer and solve their query
Senior manager- What are the other options?
Me- The reviewer must be apologized and even compensated.
Senior manager- How can the customer executives be made more engaged towards the
customers?
Me- the plan of giving them incentives can be executed.

5. The report to the management regarding the Fine Foods Factory containing
recommendations for organization-wide customer service improvement are as follows:
Executive Summary
The service provided to the customers by the executives of the company is not that satisfactory.
Certain recommendations must be implemented to fix this issue. This report will be dealing with
the recommendations that can be considered to improve upon customer services.
Introduction
The customer service is an important factor that needs to be considered in the business. In order
to improve customer service, certain recommendations should be implemented which are as
follows:
Concept- The main recommendation that can be considered for improving the public relations at
the Fine Foods Factory are as follows
1) Understanding the options of media that are available for the restaurant policy. This
includes both the paid media, self-owned media and the earned media
2) It is very important to keep a record of the influencers
3) The company can tie up with the other companies in order to increase their sales and
customer services
4) Websites can be formed in which the customers can answer their own questions and even
take the help from the others
5) Better managing of the customer relationships with enhanced data-gathering tools such as
customer relationship management software can be utilized.
6) Information’s can be collected from the customers to examine the preferences.

7) Processes which includes automating business and streamlining can be used to enhance
the efficiency and for even lowering the cost.