Customer Service Strategies and KPIs Report for BSBUS501

This report, created for the BSBUS501 course, focuses on improving customer service within the organization Innovative Widgets. It begins with a Key Performance Indicators (KPIs) table, outlining aspects such as customer service, customer retention, sales team performance, delivery efficiency, communication effectiveness, and order management. The report then provides a detailed analysis of the current customer service experience, including questions regarding customer satisfaction with information provided, problem-solving effectiveness, and overall service quality. The core of the report centers on strategies for customer service improvement, emphasizing the importance of prioritizing customers, offering competitive discounts, and providing free delivery services to enhance customer satisfaction and loyalty. The report references key sources to support its findings and recommendations, providing a comprehensive approach to enhancing customer service standards and practices.

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Title: BSBUS501
Assignment Name:
Student Name:
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Contents
KPI’s Table......................................................................................................................................2
Organization Information................................................................................................................2
Customer Service Improvement......................................................................................................3
References........................................................................................................................................5

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KPI’s Table
Aspects KPI’s
Customer Service Solving the problems of customers.
Through the Net Promoter Score, the
organization will know about the number of
customers who are most likely to recommend
the organization to others (Ishaq Bhatti, Awan
and Razaq, 2013).
Customer Retention By regularly evaluating the customer
retention rate of the organization.
Sales team By improving the behavior of the employees
with the customers.
Delivery The number of customers who are getting a
timely delivery.
Communication Informing customers regularly about new
products and different offers.
Order Management The after services offered by the organization
to the customers.
Organization Information
Where you satisfied with the information provided by our customer service team?
Did it solve all the confusion you had about the product?

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Did the person, who was assisting you with the issue understand your problem? Were the
services satisfactory or unsatisfactory? What changes would you like to recommend after the
experience with our team?
Customer Service Improvement
For the organization Innovative Widgets, the main objective should be to increase the
standard of customer services offered to the customers and also, to continuously improve the
approaches and practices of their sales team. This should be the main objective of the
organization as it will help the image of the organization amongst customers, and will ultimately
help in attaining loyal customers.
This can be conducted by utilizing a wide range of strategies, which include –
 Giving customers the highest priority.
With the increasing competition in the market, it is crucial that the organization
offers customers with high-quality services and informs the customers that they are the
highest priority of the organization. For this, the organization should solve customers’
problems in a short span of time, exhibiting the committed attitude of the organization
towards its customers.
 The organization should offer discounts that help in attaining competitive advantage.
During the decision-making process of buying any product, the customers give
the highest priority to the quality and price of the product. The organization should offer
discounts that entice customers. In addition to this, the organization should also offer
post-purchase services. This will help in improving customer service massively (Badawy
et al., 2016).

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 The organization should offer a free delivery service too.
The customers love the word “free”. They get immensely excited after knowing
about any free services, which the organization is offering. Also, the customers definitely
inform about the free service to their friends and family. Thus, through this, the
organization will increase customer satisfaction and will also, increase the customers of
the organization.

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References
Badawy, M., El-Aziz, A., Idress, A., Hefny, H. and Hossam, S. (2016). A survey on exploring
key performance indicators. Future Computing and Informatics Journal, 1(1-2), pp.47-52.
Ishaq Bhatti, M., Awan, H. and Razaq, Z. (2013). The key performance indicators (KPIs) and
their impact on overall organizational performance. Quality & Quantity, 48(6), pp.3127-3143.