Report on Managing Quality Customer Service for Innovative Widget

This report provides a comprehensive analysis of the customer service plan implemented by Innovative Widget. It begins by outlining the steps involved in creating a customer service plan, including defining the customer service vision, evaluating customer needs, securing resources, setting goals, and motivating employees. The report highlights the use of the RATER model to identify customer needs and emphasizes the importance of active listening and courteous language. It also covers relevant legislation such as the Privacy Act and the Equal Opportunity Act. The report further examines how team performance can be improved through training programs, the establishment of policies and procedures, and the use of various communication channels. It addresses the importance of treating different customer types according to their standards and evaluates techniques for resolving customer complaints. Key Performance Indicators (KPIs) such as Customer Satisfaction Score (CSAT) and Net Promoter Score (NPS) are discussed, along with a customer feedback questionnaire. The report concludes with recommendations for improving customer service, emphasizing clear communication, product knowledge, and employee motivation, ultimately aiming to enhance customer satisfaction and loyalty.

Manage Quality Customer Service

Table of Contents
INTRODUCTION...........................................................................................................................1
TASK 1 ...........................................................................................................................................1
TASK 2............................................................................................................................................2
TASK 3............................................................................................................................................3
CONCLUSION................................................................................................................................5
REFERENCES................................................................................................................................7

INTRODUCTION
Managing quality customer service is the management of the services provided to the
customers of a company. The customer service is required for the development of companies
product and services.
The report will study the customer service plan of company innovative widget which involves
the customer satisfaction through various ways which can be easy grievance redress, availability
of the persons for the customers. The report will include related legal regulation implied by
government in order to provide customer service.
Furthermore, report will study the policy and procedure for handling customer and also
the type of customers. The report will also study KPI for customer service team members and
also the recommendations for improvement of customer service.
TASK 1
Customer service plan
The customer service plan have been developed for the company Innovative widget. The
customer service plans ensure that there is outflow of goods and services from the organization
and also the customers are satisfied with the goods and services of the company. There are 6
steps involved in the creation of customer service plan which are as follows-
1. determining of the customer service vision which is required by the customers.
2. Thereafter the company innovative widget needs to evaluate the customers needs
3. after the evaluation of the customers need, the company innovative widget needs to
secure the proper resources for the production of those goods and services.
4. As the resources are collected and secured from the various sources their is need to set
goals for customer service team of the company innovative widget and allot work to the
teams as well as individuals.
5. The company have to keep in mind that there is no over burden on the customer service
team of the company innovative widget (Bienstock and DeMoranville, 2015).
6. At the last there is need to focus on motivating the employees for the work in the
company innovative widget.
Using the RATER model innovative widget will identify customer needs.
 customer service employees are to contact clients by email or telephone to understand
their experiences and expectations
1

 customer service employees will use active listening skills to ensure that all the
information gathered is correct and up to date.
 Customer service employees will obtain information of all customers using RATER
survey.
Product standard includes quality product by the company innovative widget. Also with
the quality product , company being attentive to its customers, using active listening and
courteous language response.
 Customer service managers analyse survey results to determine customers need
 respond to the customers complaints.
The various relevant legislation are-
 Privacy Act 1998
 Equal opportunity act 2010 (Damush And et. al., 2017).
 Competition and customer Act 2010
 Occupational Health and safety act 2004
 Australia's Spam Act 2003
The use of customer service plan will increase the quality of the products and services
provided by the company innovative widget the company focuses on the customer satisfaction
and the fulfilment of the needs of their customers. Through the use of customer service plans the
expectations of the customers can be studied and their needs can be implemented in the future
products and services. With the improved product and services the company innovative widget
can increase its customer relation. The pubic relation can be improved by the redress-al of the
complaints of customers.
With the customer service plan there can be promotion of product as it focus on the
development of the products and services. There can be promotion and advertisement by the
company innovative widget with the help of e-mails, text messages and personal contacts (Jaca
and Psomas, 2015).
TASK 2
The team performance can be improved using the customer service plan. This plans
includes the improvement in the quality of the products offered by the company innovative
widget and also the providing of services as required by the customers. In order to achieve the
2

companies target and improvement in providing of products and services the following points
must be considered-
1. There can be inclusion of some training program and coaching session in order to train
the employees to deal with customers. This aims at producing of quality goods and
services by the company innovative widget. In the company Innovative Widget products
and services are prepared according to the needs of customers.
2. For the improvement of customer services their can be formation of some policies and
procedures. The company innovative widget provides expertise teams to the customer
issues and problems (López and et. al., 2018). And also there are various communication
channels used by innovative widget like- e-mail, text messages, phone calls to address the
complaints of customers.
3. As the company innovative widget deals with different types of customer there is need to
treat different customers according to their standards. The small customers have low
expectations but many doubts for the application of products while high standards
customers like Yore Mine Co. requires high quality of products. Therefore the employees
in innovative widget need to be taught about the different types of customers. Training is
provided to employees in dealing with different types of customers differently
(Pomirleanu and et. al., 2016).
4. The company Innovative Widget must evaluate the techniques in solving customer
complaints. The techniques used in Innovative Widget are timely listening to the
problems of customers, providing quick relief to the customers, explaining the uses and
standards of the product and services to its customers, and thereafter maintaining healthy
relation between innovative widget and its customers (Tseng, 2016).
TASK 3
KPI for customer service team
The key performance indicators are some measurable values which demonstrates that
how effectively the company is working in direction of achieving there goals and objectives.
These can also be defined as business metrics which are used by the managers to track the
success of the organization (Shi, Prentice and He, 2014). The use of KPI is very important in the
customer service department because this is the department which can give details of the success
of the organization. The different types of KPI used by this company are as follows-
3

Customer satisfaction score (CSAT)- this is the most important KPI because after all the factors
of success the organization's success totally depends upon customer satisfaction. With CSAT the
company directly ask its customers to rate the company and its products and services according
to the satisfaction perceived by the customer.
Net Promoter score (NPS)- it is a KPI which measures how frequently the customers refers the
products and the services to others when asked by someone else.
Questionnaire for gathering customer feedback
Taking the customer feedback is very necessary and crucial for the success of the
company (Yuen and Thai, 2015). For this the company has made a questionnaire for
gathering the customer's feedback.
Agree Neutral Disagree
Was the customer service
staff available on time?
Did the staff was friendly and
cordial with you?
At what level will you rate
our products and the
services?
How much satisfied are you
with Innovative Widgets?
Were the staff capable of
explaining the features of
Innovative Widgets to you?
Was the staff available on
time to display you the
products and the services?
Will you recommend our
Innovative Widgets to other
people also?
4

What you liked most about
our customer service?
Would you like to give any
suggestion for improvement?
Thank you for giving time to fill our survey
Recommendation for improving the customer service
Customer service is the department which is solely responsible for the success of any
organization or the company (Rahmani-Nejad, Firoozbakht and Taghipoor, 2014). Maintenance
of good and cordial relations with the consumers is very necessary for the organization to be
successful. It also helps the business in solving the queries of the customers, communicating with
the clients, providing advice, answering the clients and many more work this department do. As
this department is responsible for the overall success of the organization so this department needs
to be good and strong. Some suggestions to improve the customer service are as follows-
The first and foremost thing to improve is that the employees of this department must ensure
clear communication with the customers. They should use clear and positive language, must stay
happy and cheerful in front of customers.
The customer service people must have proper and complete knowledge of the Innovative
Widgets so that the customer also gets the proper knowledge of the widget. If the people of
company does not have proper knowledge than how will they pass on knowledge to their
customers.
The people of this department must be self motivated and also they must be able to convince the
customers to buy the products and the services (Hussain, Al Nasser and Hussain, 2015).
CONCLUSION
The report concludes that customer service plan is prepared in the company Innovative
widget to improve the customer satisfaction for the product and services provided by company.
The report states that there is use of RATER model to improve the customer satisfaction in the
company.
Thereafter report states that there is organization of seminars and training programs to
teach the employees for addressing customers, providing support and help. The report also
5

studies, there are two types of customers big and small and they have different needs relating to
the products and services.
Furthermore report concludes that their have to be improvement in communication
between the company and customers and also there must be proper knowledge of the product and
services to the customers.
6

REFERENCES
Books and journals
Hussain, R., Al Nasser, A. and Hussain, Y.K., 2015. Service quality and customer satisfaction of
a UAE-based airline: An empirical investigation. Journal of Air Transport
Management.42. pp.167-175.
Rahmani-Nejad, L., Firoozbakht, Z. and Taghipoor, A., 2014. Service quality, relationship
quality and customer loyalty (Case study: Banking industry in Iran). Open Journal of
Social Sciences. 2(04). p.262.
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.
Yuen, K.F. and Thai, V.V., 2015. Service quality and customer satisfaction in liner
shipping. International Journal of Quality and Service Sciences. 7(2/3). pp.170-183.
Bienstock, C. C. and DeMoranville, C. W., 2015. A Proposal for Using the Organizational
Citizenship Behavior Framework to Manage Service Delivery Systems. In Proceedings of
the 1999 Academy of Marketing Science (AMS) Annual Conference (pp. 337-341).
Springer, Cham.
Damush, T.M. And et.al., 2017. Abstract P331: Self-Efficacy to Manage Health After Stroke is
Related to Quality of Life. Circulation.135(suppl_1). pp.AP331-AP331.
Jaca, C. and Psomas, E., 2015. Total quality management practices and performance outcomes
in Spanish service companies. Total Quality Management & Business Excellence.26(9-10).
pp.958-970.
López, L. and et. al., 2018, August. How Practitioners Manage Quality Requirements in Rapid
Software Development: A Survey. In 2018 IEEE 1st International Workshop on Quality
Requirements in Agile Projects (QuaRAP) (pp. 14-17). IEEE.
Pomirleanu, N. and et.al., 2016. Managing service quality in high customer contact B2B services
across domestic and international markets.Industrial Marketing Management.55. pp.131-
143.
Tseng, S. M., 2016. Knowledge management capability, customer relationship management, and
service quality.Journal of enterprise information management.29(2). pp.202-221.
7

8