Customer Service Team Activity Report: Plan, Implement, and Analyze

This report details a customer service team activity designed to implement and improve service standards. The activity involves role-playing scenarios to address customer issues and challenges, focusing on communication channels, voice tone, and vocabulary. The report outlines the planning phase, including identifying customer issues, assigning roles, and conducting the role-play. It also describes the implementation phase, which involves analyzing customer feedback through questionnaires and surveys to identify areas for improvement. Key strategies include incorporating new advancements, providing training, and using key performance indicators (KPIs) to track the success of the plan. The report emphasizes the importance of daily meetings, clear communication of organizational procedures, and the ultimate goal of enhancing customer satisfaction and increasing sales. The references include resources on intellectual teamwork and the use of KPIs.

Work team activity
for customer service

TABLE OF CONTENTS
PART 1............................................................................................................................................3
Planned Team Activity................................................................................................................3
PART 2............................................................................................................................................4
Implement the plan......................................................................................................................4
REFERENCES................................................................................................................................5
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PART 1
Planned Team Activity
The objective of the study is to conduct role plays for implementation of service
standards. Through team activity details about the product and knowledge about services is
provided. Two or more than two people are involved in conducting role plays. Entire activity can
be carried out by assigning respective roles to individuals so that they can be well prepared with
their part (Role Playing, 2017). Assessing is based on the type of communication channel used,
your voice tone and vocabulary used to address the audience. Let's take a scenario of Service
Standards. It is used to define customer expectations and problems and challenges they face with
the company's product. It can be defined by the following stages:
1. Identification of situation: To solve the issues faced by customers a team was build up
where they were introduced purpose of meeting and issues customers were facing .
Discussion was be carried out to come to a solution. Formal Communication channel was
used in meeting.
2. Adding details: Next scenario was adding up of more details about the issues and services
associated with the product.
3. Assigning roles: Once team members were identified, role play was assigned to
individuals where they have to work according to their role (Galegher and et.al., 2014).
4. Act out the scenario: Every member was assigned with their role. Now the situation is to
work accordingly. Some of them were handling customer queries, some of them were
working in solving service standards etc.
5. Discussion on overall learning: After completing role play, discussion was carried out on
learning from the whole activity so that others could also learn from the practice.
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PART 2
Implement the plan
To improve customer service plan is required to be implemented. Plan can be
implemented by analyzing issues faced by the customers in service standards and identifying
ways to rectify and solve such issues. Issues can be addressed by taking feedback from internal
and external customers both and reviewing it to solve the query. Feedback can be taken by
conducting questionnaires, surveys and face to face communication. Feedback can be compared
to analyze actual problem. Customers can be asked to provide recommendations for
improvement. New advancements required to be incorporated with the existing standards are
reviewed. Response is required to be communicated to the staff so that they can put efforts to
solve the issues. To minimize inconvenience training, workshops, videos etc can be provided to
the team members so that collectively they can come along with solutions. Success of the plan
can be tracked by monitoring methods. Key performance Indicator can be used to measure
performance of the organization (Key Performance Indicators- KPI, 2017). It is used for
evaluation of success on completing targets. It can also be used to measure customers walk-in
after fulfilling customer needs and to check whether sales has been increased or not. Profits
incurred after improving service standards can also be tracked. Customer satisfaction is the top
most priority. Meetings on daily basis can be conducted. There are certain situations where
organizational procedures and standards are not clear to customers which is required to be
explained to them.
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REFERENCES
Book
Galegher, J., Kraut, R. E. and Egido, C., 2014. Intellectual teamwork: Social and technological
foundations of cooperative work. Psychology Press.
Online
Key Performance Indicators- KPI. 2017. Available through: [Online]
<http://www.investopedia.com/terms/k/kpi.asp>. [Accessed on 25th May 2017].
Role Playing. 2017. Available through: [Online]
<https://www.mindtools.com/CommSkll/RolePlaying.htm>. [Accessed on 25th May
2017].
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