Customer Service Report: BizOps Enterprises, BSBCUS501 Analysis

This report analyzes customer service issues at BizOps Enterprises, focusing on two customer complaints and the company's customer service policy. The first complaint involves a loyalty bonus issue due to incorrect customer data handling, while the second centers on delivery delays. The report ou...Read More

Task 1
a) Still effective but not being adopted by staff
The policy part that is not being used by employees is the policy of dealing with internal and
external customers. Form the case study, it is evident that the employees are not handling the
customers as required.
b) Not effective and need to be revised to better suit BizOps Enterprises customers’
requirements
The policy part that is not effective is the part of dealing with customers. This requires more
training of employees so that they can provide the best customer service.
c) Not relevant to BizOps Enterprises customer service requirements
There is no policy that is not relevant to the organization.
d) absent from the policy and need to be included d) absent from the policy and need to be
included
What is absent from the policy is the penalty close for employees that fail to deal with the
relevant family policies. In this case, the policy needs to be upgraded based on how the
employees will be reprimanded in case they fail to follow the required policies.
Task 2. Using the two customer complaints provided, complete the following tasks:
a) Outline the complexities of each complaint in terms of a satisfactory resolution for both
the customer and BizOps Enterprises.
In the first complaint, Mrs Jones has had a problem with her loyalty bonus since the customer
details were send to another person. The complexity of the complaint requires an investigation to
determine the employee that the details for Mrs Jones were send to and thus restore all her
loyalty bonuses and issues linked to the complaint.
The second complaint is Mr. Henderson who is having challenges in the delivery system that
BizOps runs which has created a problem with his customers. This complaint is complex because
every time that the customer orders, the goods are never delivered which makes him loose
customers. This complain will be resolved once the client meets with customer representative
which will lead to resolving of the problems.
b) Using the BizOps customer complaints procedure, fill out the relevant ‘customer
complaint feedback forms’. In the space provided, outline the steps you would take to
investigate and address each complaint.
Customer complaint
reference number C001
Name of customer Mrs Jones
Customer contact
details N/A
Date complaint
received N/A
Complaint details The customer has complained that she has not been emailed her
loyalty bonus for three months since a check in the customer

system showed that the bonus was sent to someone else which
has led to her purchases being charged without discount.
Description of product
or service fault
The service fault is based on faults in the feeling of customer
details which led to her not receiving the loyalty bonus
information and even all her purchase have not been discounted
but rather being sold at a normal price
Date of
acknowledgment
N/A
Corrective action The corrective action was to review the customer details and
ensure that they are documented well and at the same time
adding the loyalty bonus to her profile.
Has the problem been
resolved?
If not, to whom was
the problem
transferred?
The problem has been partially solved since the source of the
problem has been determined but the three month loyalty bonus
has not been credited in Mrs Jones account.
Date customer notified
of resolution
N/a
Referred for third
party resolution?
N/A
How will the problem
be avoided in the
future?
The problem will be avoided in future through counter checking
customer information before sending them any personal
information.
Policy or procedure
amendments required
The policy that need to be amended is the part of dealing with
internal and external customers where documentation needs to be
done well.
Signed off by Name
Position
Customer complaint
reference number C002
Name of customer Mr Henderson
Customer contact
details N/a

Date complaint
received N/a
Complaint details Mr Henderson has complained of delays in the delivery of the
products which are ordered which has led to him losing
customers and thus he has scheduled a meeting with customer
service representative to resolve the issue.
Description of product
or service fault
The complaint is based on delays in the delivery of the products
that have been ordered due to system faults in sending the
products to the customer.
Date of
acknowledgment
N/a
Corrective action The client has scheduled a meeting with the customer service
representative so that the issue can be ironed out.
Has the problem been
resolved?
If not, to whom was
the problem
transferred?
The problem has not been resolved since the meeting has just
been scheduled to discuss the issues that relate to the client.
Date customer notified
of resolution
N/a
Referred for third
party resolution?
N/a
How will the problem
be avoided in the
future?
The problem will be resolved through working with Mr
Henderson to develop mechanisms for reducing the delays in the
delivery of product.
Policy or procedure
amendments required
The commitment t to customer policy needs to be amended so
that measures can be put in place to determine how clients will
be satisfied.
Signed off by Name
Position
c) Outline what records you would retain as each complaint is resolved.
The records that will be kept once the complaint has been resolved is the complaints register
which documents how the complaint has been resolved by the responsible person.

d) Prepare a brief report (using the BizOps report template) for a BizOps executive team
meeting. Summarize the nature of the customer complaints, and their non-compliance
against the customer service policy.
Overview/introduction
Customer complaints are supposed to be resolved using the required complaint procedures set
out in the organization. This is through recording of the complaints in the register, and using the
feedback form to deal with the complaints.
Background/issues to be addressed
One of the complaint that was received was from Mrs Jones, the customer has complained that
she has not been emailed her loyalty bonus for three months since a check in the customer
system showed that the bonus was sent to someone else which has led to her purchases being
charged without discount. The corrective action was to review the customer details and ensure
that they are documented well and at the same time adding the loyalty bonus to her profile.
The second complaint is the one relating to Mr. Henderson has complained of delays in the
delivery of the products which are ordered which has led to him losing customers and thus he has
scheduled a meeting with customer service representative to resolve the issue. The complaint is
based on delays in the delivery of the products that have been ordered due to system faults in
sending the products to the customer.
Report details/key points
The problem with Mrs Jones need to be resolved through reviewing the details of the customer
records so that errors can be identified and addressed so that the problem cannot be repeated.
The second complaint by Mr Henderson entails the problem of delayed delivery which will be
resolved through meeting the client to identify areas of improvement for the delivery system
Summary of key points
From the complaints, the organizational policies on the commitment to customers’ needs to be
reviewed so that accountability measures can be put in place to address the issues that deal with
the problems that the customers are facing.
Conclusion/recommendations
The policies in the organization need to be reviewed so that measures can be put in place on how
to quickly respond to customer issues. In this case, the focus is ensuring that there are measures
which are put in place for early identification of customer problems so that measures can be put
in place. This is the development of early response mechanisms in the organization to deal with
the complaints before they escalate.
Team-based Task 3.

Vision
The BizOps approach to quality customer service is based on the customer service
policy which defines the aim, how to dealing with internal and external customers,
the commitment to customer service, dealing with customer complaints and
accountability. These policy areas define what needs to be done to achieve customer
service.
Overview
This plan proposes the best way to respond to customer service problems in the
organization
Objectives
To improve product sales in BizIOops within three months through better customer
handling mechanisms.
To improve customer service in BizOops within three months.
Customer definition
The enterprise deals with two main customers,
Internal customers are those who buy products directly from the enterprise.
External customers are the ones who use our products through purchasing from
middle men.
Customer feedback
Customer feedback data is based on customer reviews and customer complaints that
are reported or collected by the organization

Gap analysis
One major gap found in the BizOps’s customer service is the lack of a quality
management system that can be used in identifying the complaints on time.
Another problem is the number of time taken to deal with customer complaints.
The last complaint is the failure of the customer service staff to have adequate
knowledge on how to deal with customer issues.
Lack of an orientation system for dealing with customer service issues within the
organization.
Improvement strategies
To improve customer service, customer data needs to be verified every time
something is being handled about a customer.
The second way is to have quality assessment measures for identifying the
weaknesses in the customer service system.
To work on employee training and orientation especially for new employees in the
organization.
Communication processes
The improvements will be communicated through employee meetings that will be
used to highlight the changes that need to be made in the organization.
Memos will also be used to communicate basic information to customers by placing
them where they can be placed adequately.
Time lines
Training of employees on how to identify the issues in the organization will be done
in the first week.
Subsequent trainings will be done based on the issues that will be identified in the
customer complaint system.
Budget
(Outline the implementation and training costs)

Training cost- $10,000
Employee motivation- $10,000
Training materials $500
Policy change $1000
Summary
From the customer details in the previous complaints:
There is need to work on customer information to ensure that their information is
confirmed before sending any information to them.
The second way is to have quality assessment measures for identifying the
weaknesses in the customer service system.
The last recommendation is the need to train and do orientation on new employees
on how they can meet customer needs.
Task 4:
Overview/introduction
From the customer service reports employees need to be empowered to ensure that they have the
best competencies for dealing with customer related issues in the organization. This is because
customers are an integral part of the organization and interact directly with employees.
Background/issues to be addressed
BizOops is experiencing customer service issues that relate to the limited employee ability to
deal with the customer related issues. Two customer service complaints that need to be addresed
are developing an orientation system for employees in the organiztion and trainig employees on
how to deal with the issues within the organization.
Report details/key points
When a problem arises in the organization, the steps outlined in the complaints procedure
need to be used from recording the complaint in the reguster to solving it. To analyse the
problem that is being expereinced the complaint register needs to be folowed from step one
to ten. This means that the complaint is supposed to be investigated by the staff member who
recives and the action towards the complaintreocrded. If the employee who received the

complaint fails to get adequate answers to the problem, then it is important to seek assistance
from an external person or higher authority within the organization.
The problem of employee orientation is based on the lack of adequate knowledge for new
employees to deal with the issues that arise within the organization. This is because most of
the neew emplpyees are not taken through enogh orientation to asist them understand how to
deal with the different customer related issues. By taking them through the orientation
process on how to deal with the issues within the organization.
The next element is the continuous training of employees on the different ways to deal with
customer service. This is because employee issues within the organization keep on changing and
thus continuous training of employee is to ensure that they are aware of the new developments.
This will also minimise customer related errors like the case of Mrs Jones which could have been
avoided.
Summary of key points
From the analysis of the customer feedback, the summary of ideas of improvement are:
From the customer details in the previous complaints:
There is need to work on customer information to ensure that their information is confirmed
before sending any information to them.
The second way is to have quality assessment measures for identifying the weaknesses in the
customer service system.
The last recommendation is the need to train and do orientation on new employees on how
they can meet customer needs.
Conclusion/recommendations
From the customer complaints, the best way to deal with the customer issues in the organization
is to work on employee empowerment through empowering them with the required skills needed
for dealing with customer related issues. This means that employees have to develop the required
skills that will ensure that they are aligned with the policies of the organization. When solving
the customer complaints, the documents that will be retained are the complaints register and the
feedback form. These documents are important since they will be used as a frame of reference
when dealing similar complaints in future. This is also important in understanding the frequency
of the complaints and whether they are coming from one level or another.
Task 5: performance measurement plan
SMART objectives Measurement Performance
management
Increased customer satisfaction Number of positive Managing the satisfaction

scores within three months feedbacks received within the required levels
Reduced customer complaints
within three months
Number of complaints
received
Managing the customer
complaints and keeping
them at a minimum
Adequate employee training to
empower them on how to deal
with the customer issues
Number of training done Improved customer
feedback after training