Case Study: Customer Service Plan for Organic Products

This case study analyzes the customer service challenges faced by Jess and Lee, focusing on declining sales and outdated customer feedback methods. The assignment explores the tools and techniques used to identify customer needs, including new survey methods and improved customer interaction strategies. It also addresses internal problems and solutions implemented to overcome them. The second part involves developing a customer service charter for a fictitious organic product company, Jeff Organic Product, outlining its purpose, customer service goals, commitments, and legal obligations. The final task presents a customer service plan, including an executive summary, goals, principles, strategies, implementation plans, and performance measurement tools. The plan emphasizes customer satisfaction and continuous improvement to enhance business outcomes.

Case Study: What Do
Our Customers Need

Table of Contents
INTRODUCTION...........................................................................................................................3
TASK 1............................................................................................................................................3
Q1. What are the key customer service issues and challenges being faced by Jess and his
department?..................................................................................................................................3
Q2. Analyse the tools/techniques being used to identify customer needs in this case and
explain how they are going to help Lee and Jess in their situation?............................................3
Q3. What are the internal problems faced by Lee and Jess and how do they overcome these
problems?.....................................................................................................................................4
TASK 2............................................................................................................................................4
Brief discussion on company.......................................................................................................4
Purpose........................................................................................................................................5
Customer service goals/principles...............................................................................................5
Commitments to customer services.............................................................................................6
Customer’s right and other legislative obligation/requirements with appropriate reference to
the relevant legislation/regulation/codes.....................................................................................6
Complaints and appeals processes...............................................................................................6
TASK 3............................................................................................................................................7
Executive Summary.....................................................................................................................7
Goals and Objective.....................................................................................................................7
Core Principle and Fundamental Values.....................................................................................7
Customer Service Strategy..........................................................................................................8
Customer Service Charter............................................................................................................8
Implementation/Action Plan........................................................................................................8
Customer Service team and other resources................................................................................9
Performance Measurement..........................................................................................................9
Customer Satisfaction Measurement Tools.................................................................................9
CONCLUSION................................................................................................................................9
REFERENCES..............................................................................................................................10

INTRODUCTION
Customers can be defined as the person who buys goods and services for the purpose of meeting
out their person goals. For any of the business, customers are the most important stakeholder
who can allow to meet out the target. If in case, company don’t have customer then it will not be
possible for them to perform their business activity. In context of the file, three different task will
be needed to complete. Here, first task will be all about solving the case study related to Jess and
Lees who has been suffering from some of the issues. In second task, customer service chart will
be prepared that will describe that how any of the business is required to work with customers.
Finally, in third task, customer service plan will be prepared for final marking.
TASK 1
Q1. What are the key customer service issues and challenges being faced by Jess and his
department?
Jess and Lee has been conducting their business since long time period where their major
focus is that how they can provide best possible service to their customer with the help of
products. In order to provide effective services company has been following the rules of
obtaining the feedbacks from customers but it has been found that this particular services are not
helping in current scenario. There are some of the issues and challenges which they are facing
due to which it is becoming difficult for them to accomplish their goals and target (Valenta and
et. al., 2016). The main issues where related with decline in sales, it is because the working style
of the company was based on obtained feedback but those feedbacks were obtained at early days
of starting the business. But, later on the preferences of the people has changed and it has created
the problem for company due to Jess was suffering to meet out the targets. The old survey was
completely different than the present one which is not allowing to satisfy the needs of customers.
It was necessary for Jess to find some of the effective way through which they can meet out their
goals and target in short time period.
Q2. Analyse the tools/techniques being used to identify customer needs in this case and explain
how they are going to help Lee and Jess in their situation?
In the given case study, it was found that Lee and Jess were not satisfied with their
working style because their motive was not being fulfilled. Looking at the situation, they planned
differently so that their goals can be accomplished. It is necessary for any of the organisation to

come up with something different so that targets can be achieved. So, by considering this Lee
and Jess though to introduce some of the technique where new survey will be done. In this
survey, company’s employee will focus that how they can improve their overall performance and
for that they will focus on obtaining the survey in a group so that positive response can be
obtained. In addition, they planned to find that it is crucial to know that why customers are not
willing to use the services which are being provided by the company because it has been creating
negative impact upon the organisation overall performance. Also, they stated that feedback
process should be continue so that any of the person will not suffer in any of the situation.
Q3. What are the internal problems faced by Lee and Jess and how do they overcome these
problems?
Whenever any of the business is commenced there are number of work which is required
to be done but the main thing which is necessary in current scenario is that how any of the
organisation can overcome those problem. In the same manner, there were some of the internal
problems which were being faced by Lee and Jess which is related with the concept which they
were following. It was one of the reason that their performance was declining day by day. In
addition, they didn’t have any idea that business is needed to be conducted so that company will
not suffer from any of the losses (Abosag and et. al., 2019). In order to overcome from this
respective problems, Lee and Jess changed their working style internally where they advices
their employee to start interacting with customer for knowing their preferences. Workload and
responsibility were provided to subordinates which can improve their performance. These are
some of the things into which Jess and Lee have worked and even it has allowed them to
accomplish their goals.
TASK 2
Brief discussion on company
Jeff organic Product is a fictitious company which is dealing within the sector of organic
product and management of a company is ensuring that their products are good for health. The
motive of the company develop relation with customers so that business goals can be
accomplished easily.

Purpose
It is necessary for any of the entity to have proper purpose for the business because that is
the base line on which company likes to perform its business activity. In context of Jeff Organic
Product, the main purpose of their company is to manufacture only those products due to which
health of the people can be maintained. In addition, they are working on the field to provide
services to their customer as per their requirement so that chances of failure within the business
remains almost zero. Also, focus is on improving the communication channel with customers so
that they can get effective services.
Customer service goals/principles
Customer service principle is one of the most important area where any of the company
must focus so that they can easily built network. Building a network is necessary because it
allows the organisation to accomplish their goals in best possible manner (Do and et. al., 2019).
In context of Jeff Organic Product, they are following some of the principles which company can
accomplish their goals and target. Those principles are:
 Support Customer as a team: Currently, it has been found that company is working
with the help of their employees where there supports their customer. Their support is on
the field about the products that which product can be beneficial for the customer and
how those products must be used. Also, if any of the customers faces the problem
regarding the products then what can be the best possible solution which can be provided
to them.
 Listen to customer: It is the most important area where Jeff Organic Products has been
working in current situation. Here, they likes to obtain feedback from customers because
it is one of the way through which improvement can be brought within the products of a
company (7 Customer Service Principle that Can Chang Your Business, 2013).
 Remember every second counts: In present scenario, value of time has a great
importance and looking at this company is working that how fast they can provide the
services to their customer. For this, Jeff Organic Products has added number of new
employees who can guide the customer for each and every query.
 Know your Product: It is that particular principle where company works on their
employees by providing them necessary training related to product. It is needed because

if employee have knowledge regarding products then they can easily guide their
customers and help them out to purchase best products.
Commitments to customer services
In present scenario whenever any of the organisation is incorporated then their major
focus is on accomplishing their goals. It is only possible in that respective situation where
company can make commitments towards their product and services which they are delivering to
the customers. In context of Jeff Organic Product, their main focus in the view of commitment to
customer service is that in any of the situation company will not try to work in that area due to
which any of the customers have to face problem (Martinaityte, Sacramento and Aryee, 2019).
They have made commitments that if any of the customer will face any sort of issue regarding
products then in that respective situation customers have the right to return the products and even
company will accept as well. It is one of those commitment through which organisation can
easily built trust among the customers.
Customer’s right and other legislative obligation/requirements with appropriate reference to the
relevant legislation/regulation/codes
There are some of the laws and regulation which has been formed by legislative body so
that any of the customer or service provider will not face any sort of issue. The main purpose of
Commonwealth to form those law is to provide some of the rights to customers so that they will
not face any sort of issues. Below, there is the discussion about those laws and regulations:
Customer Law: It is one of the law which has been formed by the government of
Australia where they have provided right to each and every customer so that any of the product
and service provider organisation will not be able to do fraud. Here, customers have the right to
file case against organisation in that respective condition where description or commitments
which has been done by company related to product or services do not met with the actual one
which has been provided to the customers. This right has allowed the customer that they will not
be cheated in any of the situation. In addition, company will also not create any of those situation
due to which customers has to face problem.
Complaints and appeals processes
It is that respective process where customers get the right to file complain against the
products which do not meet the standard. It is necessary to provide right to customers because

there are number of organisation in market which has been doing frauds with their customers and
they customers has to face problem as well in this respective situation. In context of Jeff Organic
Product, they have provided the process to customers where they can easily file complain against
the product which they think that products are not favourable for them. For filing the complaint
or appeal, customer can call to customer care desk of Jeff Organic Product. This department has
been formed so that any of the problem which has been faced by customers can be resolved in
best possible manner. Also, company commits to resolve the problem of customers within next
48 hours.
TASK 3
Executive Summary
Customers are the important part of an organisation who directly guides that how any of
the company can accomplish their goals. Customer Service Plan has been prepared within the
file on Jeff Organic Product which is necessary to provide effective service. Also, to bring
improvement whenever it is necessary.
Goals and Objective
The main goals and objective of the company is to provide effective services to each and
every customer. Also, to resolve any of the problem which they may face in any of the situation
just because of the company or because of their products.
Core Principle and Fundamental Values
The fundamental values and principle on which company like Jeff Organic Product is
working is that how they can build strong communication system with their customers. The
current marketing style says that any of the company can only accomplish their goals if they are
able to communicate with their customer who plays crucial role in accomplishing the goals of an
organisation (Bell, Auh and Eisingerich, 2017). The other principle where company would like
to work is that supporting the customers as a team member because that is one of the crucial
process through which any of the entity can accomplish their goals. Also to be honest with each
customer who is connected with organisation because that is one of the way through which
chances of raising any of the problem decreases automatically. These are some of the core
principle and fundamental values where company likes to work in current scenario for
accomplishing the goals.

Customer Service Strategy
In order to build effective customer service strategy, organisation is working in the area
where they can provide better services to the customers. In the area of customer service strategy,
company is planning to provide the product at reasonable cost so that maximum number of
customers can get connect with organisation. Focus is also being given in the area where they
communicate with each and every customers and for that they have increased their workforce.
This are some of the things where company is work so that goals can be accomplished easily.
Customer Service Charter
It is the document which is prepared by the organisation in order to ensure that effective
communication can be done between customers and employee. In context of Jeff Organic
Product, their customer service charter clearly indicates that if any of the customer is not
satisfied with the products of a company then in that respective situation they will work with
customers for providing effective services to them (Boyce, 2017). Here, they will even take
products back so that customer can rely upon company and their product.
Implementation/Action Plan
The action plan of Jeff organic Products includes five different elements which has been
discussed below:
Work Plan: This will be the area where company has divided their employees into number of
small team where their roles and responsibility will be different but directly it will be related
with providing the services to customers.
Resource & Budget: Different resource are included by the organisation and they are fund,
human resource department, different IT software for keeping records and many more. Also,
budget which has been decided for customer service plan is $ 500,000.
Stakeholder: The key stakeholder for the company is top level management, marketing team,
employees working within support team and customers.
Risk Assessment: Some of the risky factor which are included or focused by Jeff Organic
Products are related with financial losses, reputation of the company if product do not satisfy
customers and many more.

Quality Control: In order to maintain the quality of the product, company will work in the area
where sample of every product will be tested for ensuring that product is meeting out the
standard which is required by laws and regulation.
Customer Service team and other resources
Company have introduced the customer service team where team will have the rights to return
the amount to customers if they are not satisfied with the products. It is one of the key area where
company will focus.
Performance Measurement
In order to measure the performance of the company, they can have a look towards their
current sales and past sales(Dick and Killick, 2016). Secondly, they will take the help of self-
evaluation process which will be done by top level management.
Customer Satisfaction Measurement Tools
In present scenario, it is necessary for any of the organisation to identify whether
customers are satisfied with the products or not. For this respective thing, company like Jeff
Organic Products can take the help of 360-degree feedback where they will obtain the feedback
from the customers who are connected with organisation.
CONCLUSION
From the above discussion, it can be concluded that customers are the one who plays the
crucial role within the business entity. It becomes essential for organisation to take the help of
customer while manufacturing any of the product because that can be one of the process through
which sales can be enhanced easily.

REFERENCES
Books & Journals
Valenta, A. L. and et. al., 2016. Core informatics competencies for clinical and translational
scientists: what do our customers and collaborators need to know?. Journal of the
American Medical Informatics Association, 23(4), pp.835-839.
Abosag, I. and et. al., 2019. Customers' need for uniqueness theory versus brand congruence
theory.
Do, S. and et. al., 2019. UK Power Network’s Flexibility Market Offers New Revenue Stream
for Customers & Enhances Active Operation of the Distribution Network.
Martinaityte, I., Sacramento, C. and Aryee, S., 2019. Delighting the customer: Creativity-
oriented high-performance work systems, frontline employee creative performance, and
customer satisfaction. Journal of Management, 45(2), pp.728-751.
Bell, S. J., Auh, S. and Eisingerich, A. B., 2017. Unraveling the customer education paradox:
When, and how, should firms educate their customers?. Journal of Service
Research, 20(3), pp.306-321.
Boyce, D., 2017. Delivering value to customers. Steel Times International, 41(2), pp.42-43.
Dick, S. and Killick, S., 2016. Delighting Our Customers: Building Services Collaboratively
with Learners at a Distance.
Online
7 Customer Service Principle that Can Chang Your Business. 2013. [Online]. Available
Through: <https://www.salesforce.com/blog/2013/09/customer-service-principles.html>