BSBCUS501: Customer Service Analysis and Improvement Strategies
VerifiedAdded on 2023/06/07
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Report
AI Summary
This report assesses the customer service performance of Innovative Widgets, utilizing a KPI template to analyze key result areas such as design and customer service. It addresses issues like call response times, support costs, customer satisfaction, and retention. The report also delves into internal metrics, including sales targets, acquisition costs, gross profit, and employee-related factors like recruitment time, training hours, and employee satisfaction. A coaching planner based on the GROW model is implemented to improve employee performance, specifically focusing on addressing poor customer service and faulty product complaints. Recommendations are provided to enhance customer satisfaction and retention. This document is available on Desklib, where students can find a variety of past papers and solved assignments.
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