BSBCUS501: Customer Service Meeting Report for Ozhouse Clean Review

This document presents a comprehensive overview of a customer service meeting conducted for Ozhouse Clean, a cleaning service company. The meeting's introduction highlights the importance of customer service, adherence to regulations, and response timelines. The report analyzes variances identified through a review of customer emails, customer service policies, and the company's service list. Key issues discussed include incorrect information and inconsistencies in responses. Proposed actions include improved staff reporting, adherence to service policies, and staff training to enhance customer satisfaction. The report also emphasizes the need for evaluating performance metrics and adopting strategies to improve overall service delivery. Feedback and suggestions for improvement are also requested, aiming to refine the company's service-related strategies and enhance customer satisfaction.

Meeting with service
delivery personnel
Student name:
Student number:

Overview of
the
presentation
 Introduction
 Minutes of the Meeting
 Questions
 Interaction & Feedback

Introduction
 Analysis of customer service reveals various facts
which will be discussed in this meeting.
 Post review of customer emails and responses
sent by customer service staffs, customer service
policy and procedure and Ozhouse Clean list of
services, this meeting have been scheduled.

Response
timelines and
information
requirements as
included in the
Customer Service
Policy and
Procedures and
List of Services
 Customer service is most importance part of rendering
service to customers. Adhering to legislation and
regulations will enable providing appropriate services
to customers and maintaining customer satisfaction.
 Response timelines as included in the Customer
Service Policy and Procedure is 12 hours.
 Information requirement includes lists of items to be
cleaned, fragile goods, location where the service will
be rendered and so on.
 List of services includes residential cleaning, quality
service delivery of professional cleaning of offices,
regular home cleans and spring cleans.
 Does any one have suggestions regarding revision of
any policies or timelines or information that needs to
be included in Customer Service Policy?

Variances
identified through
review of the
email
correspondence
 There have been several variances noticed in
regards to ;
 Customer Emails and Responses sent by the
customer service staff
 Customer Service Policy and Procedure
 Incorrect information;
 Customer Service Policy and Procedure
 Ozhouse Clean List of services
 Any comments on the variances identified ?

Variances
identified through
review of the
email
correspondence
 The customer service departments needs to work
towards reducing variances in various
departments such that customer services can be
enhanced.
 Any other concerns identified?

Proposed
actions
 Staffs and personnel needs to report as well as
document all service-related activities that they
conduct.
 They need to abide by the service policy and
procedures while catering to customer service.
 These reports needs to be evaluated and
compared against set performance metrics and
then monitored such that they can conform to
proposed performance metrics.
 What are the other proposed plans of action that
needs to be adopted?

Proposed
actions
 A staff training that provides processes and
procedures in providing customer satisfaction can
enhance outcome for the company.
 Staff training can be conducting within the
organization and also through different
organizations and institutes.

Feedback
 Please suggests any improvisation and plan of
action or strategy that needs to be accommodated
for the service related strategy.

Thank You

Any Question?