BSBCUS401: ABC Company Customer Service Analysis and Improvement

This case study examines the customer service challenges faced by ABC Company, a stationery supplier. The analysis identifies key issues such as inaccurate information, staff behavior, and slow response times, based on a questionnaire survey. The assignment outlines customer needs, including timely service, optimal prices, and ethical standards. It proposes strategies for improvement, including a Client Management System, staff training, real-time customer feedback, and 360-degree performance monitoring. The study provides a detailed budget for these improvements and anticipates positive impacts on client services, staff behavior, and performance management. Questions are posed to the audience to assess the impact of these changes. References from relevant publications support the analysis and proposed solutions.

Customer services analysis
ABC Company

 Customer services play a critical role in the development
of business through offering the faster and accurate
services as per the need and expectation of the customers.
 ABC management is facing issues in managing the
services up to the expectation level of the customers.
 The presentation will provide information about major
issues and approaches to resolve them.
Introduction

Following are the major issues
identified through questionnaire
survey analysis :
 Offering of accurate information
 Behavior and attitude of staff
members
 Response towards issues
 Staff members have less
knowledge
Major issues
Agree Strongly agree Disagree Strongly
disagree
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Accuracy of information
offred
Agree Strongly agree Disagree Strongly
disagree
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60
Behavior of staff is good

Conti..
Agree Strongly agree Disagree Strongly disagree
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45
Is managment offering quick
response to issue
Agree Strongly agree Disagree Strongly disagree
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Satisfied with customer services of
ABC

The basic need of customers from ABC management are
as follows:
 Timely delivery of services
 Optimum prices
 Satisfactory quality
 Follow -up of ethical and legal standards
Customer needs

The management has required to follow and implement the
policies to improve working culture:
 Ethical standards
 Follow up of determine delivery and payment option
 Continuous improvement in quality
 Quality assurance
 Appropriate behavior at workplace
Standards that required to be follow

The management has identified following strategies for
enhancing the customer services:
 Implementation of Client Management System
 Training to staff
 Real time feedback from customer
 360 degree performance monitoring of staff
Proposed strategies for improvement

Budget for improvement
Requirements Budget
Client Management System 20000$
Training to staff 700-1000$ (per month)
Feedback form for customer 800$ (per month)
360 degree performance monitoring 1000 $ (per month)
Total 24000$

The proposed strategic changes will help organization in
following manner:
 Improve client services through online and centralized
system
 Training will improve behavioral and ethical approach
of staff
 Feedback collection will help to identify lacking of
individual staff member
 360 degree performance management will give in-
depth understanding of capability and weakness of staff
Impact of strategic changes

1. Are these issues affecting customer services of ABC
organization?
2. Is there need of improvement in customer services and
understanding their needs?
3. Are the proposed changes enhance the services quality of
company?
4. Is implementation CMS beneficial for company?
5. Will you accept the changes, if not please justify?
Feedback form for audience

 Hill, N. and Alexander, J., 2017. The handbook of
customer satisfaction and loyalty measurement.
Routledge.
 Agnihotri, R., Dingus, R., Hu, M.Y. and Krush, M.T.,
2016. Social media: Influencing customer satisfaction in
B2B sales. Industrial Marketing Management, 53, pp.172-
180.
 Sengupta, A.S., Balaji, M.S. and Krishnan, B.C., 2015.
How customers cope with service failure? A study of
brand reputation and customer satisfaction. Journal of
Business Research, 68(3), pp.665-674.
References

Questions and feedback of audience