Managing Quality Customer Service: AET Transport Pty Ltd Report

This report, prepared for AET Transport Pty Ltd, addresses key aspects of customer service management. Assessment 1 focuses on identifying internal and external customer requirements, including timely service delivery and competitive differentiation. It highlights issues such as market competition, resource limitations, and the need for skilled staff and investor returns. The report details the development of customer service standards emphasizing safety and compliance, along with procedures for implementation involving stakeholder engagement and feedback systems. Assessment 2 outlines a process for identifying reasons for customer dissatisfaction, such as unmet expectations and technological comparisons. It pinpoints five major reasons for driver performance issues, including lack of skills, decision-making obstacles, and insufficient motivation. The report proposes actions like training and rewards, along with recommendations focusing on marketing, employee development, and safety protocols to enhance service quality and customer satisfaction.

Running head: MANAGE QUALITY CUSTOMER SERVICE
Manage quality customer service
Name of student
Name of University
Author note

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Table of Contents
Assessment 1..............................................................................................................................3
Identification of internal and external customer requirements and issues.............................3
Development of customer service standards..........................................................................4
Procedures to implement such standards and necessary policies...........................................4
Identification of resources......................................................................................................5
Implementation plan...............................................................................................................5
Assessment 2..............................................................................................................................6
Outlining of process for identifying the reasons for dissatisfaction among clients...............6
Five major reasons due to which the driver has not performed effectively...........................6
Actions and methods undertaken to deal with the issues and problems................................7
Possible recommendations supported by actions...................................................................8
References..................................................................................................................................8

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Assessment 1
Identification of internal and external customer requirements and issues
As I have been employed as the Customer Service Manager of AET Transport Pty Ltd
Company, it is my first priority to make sure that the internal as well as external customer
requirements are addressed properly to remain aligned with the business goals and objectives.
Considering the hard work of employees of the organisation and the level of commitment put
by them, the company has been involved in the delivery of cross docking services along with
distribution and transport of chemicals and other stuffs with the use of trucks and trailers
(Setia et al. 2013). The management of teamwork and extensive supply chain management
further helped in delivering the services on time, thereby, helped in tracking inbound as well
as manage outbound shipments effectively for multiple companies all over Australia such as
in New South Wales and Australia. The internal customers’ requirements include timely
delivery of services and also getting something new that could be easily differentiable from
the other companies in the market. The issue experienced here could be the immense
competition within the transportation market, which might tend to affect the transportations
services and hinder the successful management of transportation services thereabout (Shi,
Prentice and He 2014). Though the company has setup in new locations and has managed to
service the clients quite effectively, still only 50 Movers and Trailers might not be sufficient
enough, thus deteriorate the management and acquisition of resources required to compete
with the other rivalries in business. Thus, proper funding and investments in larger amounts
are also required by the business clients so as to raise the working capital. The internal
customer requirements also include requiring the staffs to be well managed and cautious
about the safety procedures, furthermore, remain uniformed (Prentice 2013). The
shareholders or investors demand good rate of return on the investments made by them,
which should further influence them to make investments on the company. Few other issues

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experienced by the customers could be the untimely delivery of services, damaged products
due to transportation and also sometimes, the new employees might be lacking skills and
knowledge to handle products and transportation activities properly.
Development of customer service standards
Considering the fact that AET Transport Pty Ltd Company emphasized on the safety
and compliance, so to maintain the customer service standards, the company has made sure to
employ staffs who have been highly trained and certified in the transportation activities. It
has also been understood that the zero tolerance for drugs and alcohol programs and handling
hazardous materials rules have been managed so as to maintain a safer workplace and even
remain aligned with the corporate goals and objectives much more comprehensively (Abd-El-
Salam et al. 2013). Moreover, the commitment towards small city personals services’
delivery and managing values and ethics at work further contributed to the success of the
organisation largely.
Procedures to implement such standards and necessary policies
The implementation of various standards with the help of various procedures and
management of policies could allow AET Transport Pty Ltd Company to ensure
accomplishment of business goals effectively. First of all, the safety and compliance
programs have been implemented so as to remain aligned with the actual goals though
keeping the safety and compliance programs in mind. The stakeholders in business, all have
been engaged together for discussing about the areas, which could be improved while at the
same time, fostered he development of cultural diversity within the workplace for delivering
he best quality services to customers (Thaichon et al. 2014). The use of feedbacks tracking
system with the use of emails, checking social media platforms and others could also help in
understanding their demands and expectations, thereby, make necessary changes to meet their
requirements efficiently too.

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Identification of resources
The various resources include the financial resources and also the human resources
and time. Not only does the investments are necessary, which could raise the working capital
while management of human resources is critical to the success of any business. Managing
the workplace requires a lot of effort and the human resources, i.e., the employees could
manage to enhance the workforce performance by committing to the various tasks and
accomplish those properly (Lai and Nguyen 2017). Other than these resources, considerable
amount of time is required and the time must be allocated properly with each of the tasks
properly so as to accomplish those within the allocated time frame, furthermore, ensure
development of a long term plan for ensuring procurement of service along with management
and delivery of services effectively too.
Implementation plan
To ensure a proper implementation plan, at first, the various stakeholders are to be
involved such as the Managing Director, supervisor of the company, employees, shareholders
and suppliers so as to understand what their needs are, thereby, ensure addressing and
meeting their needs and preferences largely. The company should create a platform where the
clients could provide their valuable opinions and feedbacks regarding the services delivered,
which should ensure making necessary changes and improvements to the same. The
implementation of cost leadership or differentiation would be essential setting prices and also
implement some distinguishable features in the service (Islam et al. 2013). Moreover, the
implementation plan would further be supported by addressing the needs of shareholders or
investors for influencing them to make investments, raise the working capital and ensure
smooth business functioning.

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Assessment 2
Outlining of process for identifying the reasons for dissatisfaction among clients
The process identifies the fact that the reasons for dissatisfaction could be due to the
product or service, not living up to the demands and expectations of customers, in spite of the
use of Six Sigma procedure. With the extensive usage of advanced technologies, the
customers might be able to compare the product or service with another product or service by
its competitors and this could also lead to dissatisfaction among the clients (Kurian 2013). To
investigate the cause of their dissatisfaction, the company could check for the feedbacks of
clients by acquiring their responses with the help of communication channels such as by
emails and through social media platforms as well.
Five major reasons due to which the driver has not performed effectively
The driver’s performance might not be up to the expectations because of the lack of
skills, knowledge, and expertise, availability of enough resources, obstacles while acquiring
decision making from the clients, poor level of motivation and lack of leadership skills. The
poor performance of employees, which might result in unable to meet the company standards
could be the cause of lack of sufficient skills and knowledge among the employees. Another
major reason for failure in terms of performance at AET Transport Pty Ltd Company could
be due to the obstacles or hindrance experienced while making decisions. This basically
should be due to the conflicts between two departments and also lack of control of employees
over the business functioning (de Almeida et al. 2015). In case the parameters are not set
clearly while undertaking a change or while managing a project, then also the employees
might be unable to understand them properly, thereby, resulting in miscommunication,
confusion and misunderstandings too. The lac of motivation and encouragement among
employees due to not sufficient rewards and benefits provided to them could also be a
significant reason for which, the driver could not perform well. Leadership plays a pivotal

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part in the management of business functioning and in case the objectives are not set clearly
and not defined properly, then the employees would not be guided in the right direction,
which could lower their morale too (Osterwalder et al. 2014). Therefore, these are the five
major reasons due to which the driver might not be able to perform effectively and meet the
company standards for AET Transport Pty Ltd Company, Australia.
Actions and methods undertaken to deal with the issues and problems
There are various actions that are needed to be undertaken for managing issues and
problems that have been faced by the employees, thereby, lowered their performance to meet
the company standards. The leadership skills are necessary for guiding the employees in the
right strategic direction, furthermore, set clearly defined goals and objectives to be achieved.
There must be arrangement of training sessions and also the professional needs for
development of employees must be understood, which could be helpful for raising their
potential to reach the desired targets much conveniently (Yang et al. 2017). Monitoring the
performances of workers has also been an effective way to deal with the challenges while
proper supervision, coaching and mentoring could be effective for meeting the needs of
clients and improve their skills and knowledge. Providing them with rewards and benefits
along with praising their performances should also be helpful for the company, i.e., AET
Transport Pty Ltd Company to ensure that the driver perform to the standards. The health and
safety requirements are considered as critical within the transportation sector for making sure
that the employees remain safe and also they do not make intentional delay on the roads
during transportation, which could deteriorate the services’ delivery option (Heidenreich and
Handrich 2015).
Possible recommendations supported by actions
Few of the major recommendations of the organisation are as follows:

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 Most importantly, the company is recommended to emphasize on the marketing
techniques so as to raise awareness among clients and gain greater outreach to the
new targeted market segments
 It is also recommended to arrange training and development programs to make sure
that the employees acquire the skills, knowledge and expertise, furthermore, reach the
expected target quite effectively
 The involvement of social media platforms could also be beneficial for creating
awareness among clients, furthermore, reach the targeted market segments quite
comprehensively
 It is also recommended to prioritise on the safety of workers and implement policies
revolving around no drugs and alcohol for ensuring that the drivers do nit drunk and
drive, thereby, remain safe in terms of health and cover faster delivery of services
effectively at AET Transport Pty Ltd Company.
 The implementation of cost leadership and cost differentiation could also be helpful
for differentiating the products and services from its customers, thereby, influence
buying behaviours too

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References
Abd-El-Salam, E.M., Shawky, A.Y. and El-Nahas, T., 2013. The impact of corporate image
and reputation on service quality, customer satisfaction and customer loyalty: testing the
mediating role. Case analysis in an international service company. The Business &
Management Review, 3(2), p.177.
de Almeida, A.R., Medeiros, P.Y. and Halpern, E.E., 2015. Why Internal Clients are
Dissatisfied with the Quality of Information Technology Services Provided by their
Organizations?. Procedia Computer Science, 55, pp.922-930.
Heidenreich, S. and Handrich, M., 2015. Adoption of technology-based services: the role of
customers’ willingness to co-create. Journal of Service Management.
Islam, M., Yang, Y.F., Hu, Y.J. and Hsu, C.S., 2013. Marketing mix, service quality and
loyalty-in perspective of customer-centric view of balanced scorecard approach. Accounting,
Accountability & Performance, 18(1), p.1.
Kurian, J.S., 2013. The Role of Emotional Intelligence in Customer Service Quality: A
Review of Service Sector. Asia Pacific Journal of Management & Entrepreneurship
Research, 2(2), pp.2277-9089.
Lai, C.S. and Nguyen, M.C., 2017. Factors affecting service quality, customer satisfaction
and loyalty of mobile phone service providers in Vietnam. International Journal of
Organizational Innovation (Online), 10(2), pp.75-85.
Osterwalder, A., Pigneur, Y., Bernarda, G. and Smith, A., 2014. Value proposition design:
How to create products and services customers want. John Wiley & Sons.
Prentice, C., 2013. Service quality perceptions and customer loyalty in casinos. International
Journal of Contemporary Hospitality Management.

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Setia, P., Setia, P., Venkatesh, V. and Joglekar, S., 2013. Leveraging digital technologies:
How information quality leads to localized capabilities and customer service performance.
Mis Quarterly, pp.565-590.
Shi, Y., Prentice, C. and He, W., 2014. Linking service quality, customer satisfaction and
loyalty in casinos, does membership matter?. International Journal of Hospitality
Management, 40, pp.81-91.
Thaichon, P., Lobo, A., Prentice, C. and Quach, T.N., 2014. The development of service
quality dimensions for internet service providers: Retaining customers of different usage
patterns. Journal of Retailing and Consumer Services, 21(6), pp.1047-1058.
Yang, S., Song, Y., Chen, S. and Xia, X., 2017. Why are customers loyal in sharing-economy
services? A relational benefits perspective. Journal of Services Marketing.