BSBCUS501 Manage: Strategies to Improve Customer Service Quality

This report provides a comprehensive analysis of customer service improvement strategies for Innovative Widgets. It covers the development of Key Performance Indicators (KPIs) for various aspects of customer interaction, including shift management, organizational procedures, customer issu...Read More

Running head: MONITOR AND IMPROVE CUSTOMER SERVICE
Monitor and improve customer service
Name of Student
Name of University
Author Note

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MONITOR AND IMPROVE CUSTOMER SERVICE
Table of contents
2. Developing KPIs for Innovative Widgets..............................................................................2
3. Developing plan to monitor team members...........................................................................3
4. Developing questionnaire to collect feedback.......................................................................3
5. Discussing issues and possible solutions...............................................................................4
8. Providing recommendations...................................................................................................4
Bibliography...............................................................................................................................6

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MONITOR AND IMPROVE CUSTOMER SERVICE
2. Developing KPIs for Innovative Widgets
a. The KPI needed for handling this includes the systematic analysis of the shift times
of the employees. Based on the times, the employees can be sorted with experienced and
inexperienced members grouped together to handle the calls. This can reduce the errors that
arise while taking the calls.
b. The organisational procedures need to be broadly mentioned in the bulletin boards
so that the employees can understand it. This can help the employees to remain focused on
the company policies. The performance indicator includes the enhancement of services.
c. The customer issues need to be analysed by gaining proper feedback. The
satisfaction of the customers needs to be met by conducting proper market research that can
help in meeting the requirements of the customers.
d. Team members need to be encouraged in order to meet the target. The leaders need
to install a feeling of team bonding and ensure that the team members complement one
another in order to reach the goals.
e. The internal customers such as the stakeholders need to be assisted by making them
a part of the decision-making team. The problems can be analysed by stating the investments
made in the organisation to improve the performance.
f. The KPI required for customer retention by Innovative Widgets include proper
listening of the grievances of the customers. This can be done by recruiting people patient
enough to listen to the customers rather than ignoring the calls.

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g. The sales team need to be such that they can convenience the customers about the
type of product that is being. For this, it is necessary for the sales member to develop a good
oratory skill and believe in the job that they are doing.
h. Complaints need to be handled patiently and ensure that immediate response needs
to be given. The KPI for this includes proper behaviour on the part of the customers.
i. This requires patience and concentration as individuals involved in maintaining
records cannot afford to make any mistake. This is a delicate task that needs to be conducted
by the professional that have good knowledge about the database management system.
j. Customer satisfaction is based on the manner in which grievances of the customers
are dealt. This includes analysing the customers and finding out the factors that contribute to
satisfying the customers.
3. Developing plan to monitor team members
The implementation of the KPIs needs to be monitored along with the performance of
the team members. In order to do so, it is necessary for managers of Innovative Widgets to
identify the proper solution for developing competence in the team. According to Korschun,
Bhattacharya and Swain (2016), the monitoring of the team members can be done by
providing scenarios that can help in identifying the effectiveness of the team members. This
can help in developing the bond between the teams. The team leaders need to assist the team
members and maintain records about the employees that need to be sorted from the team.
4. Developing questionnaire to collect feedback
The questions that can be developed in order to identify the satisfaction level related
to the KPI of the company include:

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 How many times have you used the service of Innovative Widget?
 Are you satisfied with the type of service hat is provided by Innovative Widget?
 What are the flaws that you identify in the services that are provided?
 Do you agree that all your grievances are handled in a professional manner?
 Do you receive proper after sales services from the company?
 Are you satisfied with the approach made by the sales team regarding the selling of
products?
 Have you felt violated the loss of personal information?
 Have you faced inconvenience while trying to identify gain extra help from the
employees?
 Are you satisfied with the customer retention policy of the organisation?
 What changes do you recommend to the company in order to maintain success in the
business environment?
5. Discussing issues and possible solutions
After analysing the KPIs of the company, issues and possibilities need to be identified
and addressed. According to Baron et al., (2014), the existence of issues in an organisation
can have a negative impact on a company. This is because it is necessary that the
organisations maintain a system that can eliminate any possible threats to the business. In the
case of Innovative Widgets, the issues that have arisen in the company is the poor
performance of the employees. However, this was sorted out with the training of the
employees. The improvement of organisation wise customer delivery service may have issues
related to the accessibility of the customers. The monitoring of the customer satisfaction
needs to be done based on proper marketing survey. This can be a problem as most customers
may be reluctant while providing opinions about the company.

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8. Providing recommendations
In order to maintain a successful business and improve the level of customer
satisfaction, Innovative Widgets need to make certain changes. One such change includes the
improvement of the public relations. This can be done by promoting the services of the
company via all types of media in order to reach every customer. They need to ensure that
recruitment of the employees is based on proper skill test. Communication needs to be
developed in order to understand the behaviour of the customers. The problem identification
and solution technique need to be based on the customer relationship that is maintained by
the company.

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Bibliography
Barney, J., & Ray, G. (2015). How information technology resources can provide a
competitive advantage in customer service. Planning for Information Systems, 3(2),
444-460.
Baron, O., Berman, O., Krass, D., & Wang, J. (2014). Using strategic idleness to improve
customer service experience in service networks. Operations Research, 62(1), 123-
140.
Dabholkar, P. A. (2015). How to improve perceived service quality by increasing customer
participation. In Proceedings of the 1990 academy of marketing science (AMS) annual
conference (pp. 483-487). Springer, Cham.
Korschun, D., Bhattacharya, C. B., & Swain, S. D. (2016). CSR and the Frontline Context:
How Social Programs Improve Customer Service. GfK Marketing Intelligence
Review, 8(1), 24-29.
Lam, C. F., & Mayer, D. M. (2014). When do employees speak up for their customers? A
model of voice in a customer service context. Personnel Psychology, 67(3), 637-666.
Turban, E., Strauss, J., & Lai, L. (2016). Social Customer Service and CRM. In Social
Commerce (pp. 155-178). Springer International Publishing.