Skills and Knowledge Assessment Report: VT1 KarMart Customer Service

This report provides a comprehensive skills and knowledge assessment for VT1 KarMart, focusing on developing a new customer service plan with innovative approaches, assessing customer needs, and ensuring quality service delivery. The report outlines processes for customer satisfaction investigation, complaint handling, and identifies reasons for poor driver performance, proposing various management strategies. Furthermore, it details the development of KPIs for customer service representatives, strategies for utilizing customer feedback, and managing customer records. The report also covers procuring appropriate technology, listing human and physical resources, and resolving conflicts, offering a holistic view of customer service improvement and management within the context of VT1 KarMart's operations. The report also provides an action plan for the new services, system and service process.

Running head: SKILLS AND KNOWLEDGE ASSESSMENT
Skills and Knowledge Assessment
Student’s name:
Name of the university:
Author’s note:

1SKILLS AND KNOWLEDGE ASSESSMENT
Table of Contents
Task 1...............................................................................................................................................2
1.1 Developing new customer service plan for VT1 KarMart Company with some innovative
customers approaches..................................................................................................................2
1.2 The process of ensuring that quality customer service..........................................................4
1.3 Development of an action plan..............................................................................................5
Task 2...............................................................................................................................................6
2.1 Ensuring the delivery of service as per the customer specification.......................................6
2.2 Outlining the process to follow the investigation of customer satisfaction...........................6
2.3 Developing customer handling procedure to resolve customer complaint............................7
2.4 Identifying the possible reasons for poor performance of the drivers...................................7
2.5 Outlining 5 different actions take to overcome or manage drivers differently......................7
2.6 Support comments and providing the reasons of recommendations.....................................8
Task 3...............................................................................................................................................9
3.1 Developing KPI for customers service representatives.........................................................9
3.2 Developing questionnaire to collect customer feedback and seek verbal and written
feedback.....................................................................................................................................10
3.3 Developing the strategies to use customer feedback...........................................................11
3.4 Managing and retaining customer complaints and services records and services...............12
3.5 Procuring an appropriate technology to address any customer needs, three advantages....12

2SKILLS AND KNOWLEDGE ASSESSMENT
3.6 Listing 3 different human resources and 5 physical resources............................................13
3.7 Resolving and conflict between a customer and team member...........................................13
Reference List................................................................................................................................14

3SKILLS AND KNOWLEDGE ASSESSMENT
Task 1
1.1 Developing new customer service plan for VT1 KarMart Company with some
innovative customers approaches
Company mission and vision with reference to internal and external customers
VT1 KarMart sets the mission statement as it wants to provide experience to the
customers to reach beyond the expectation of the customers in an amicable way. VT1 KarMart
expects to provide the real customers' value and the organisation tries to treat the customers with
desires of transportation. VT1 KarMart seeks to create an atmosphere which fosters the
customers' value. VTI KarMart wants to train the employees so that the employees can behave
well and provide customer satisfaction.
VT1 KarMart’s vision is associated with three pillars. The first one is to give employee
satisfaction; the second one is associated with running the business in a profitable way and the
third one is to earn the customers' loyalty.
The process of investigation and identification of customers need
The customers' needs can be identified through interviewing the customers as customers
have the collective knowledge of the issues and needs. The customers know what they are facing
and therefore, the customers can share features requests, enhancements and bug reports. In
addition, VT1 KarMart can conduct the customer survey through email about the expectations
and attitudes of the customers. Customers' needs can be understood through the feedback when
the customers leave the stores and the sales executives can ask the customers to spend five
minutes to provide feedback. The management of VT1 KarMart can analyse the competition in

4SKILLS AND KNOWLEDGE ASSESSMENT
the industry and after reviewing the strategy of competition, VTI KarMart can understand what
the customers’ want. VT1 KarMart can ask the sales executives to record the experience through
diary entries about the problems, frustrations and positive experience.
Assessment of customers’ needs
VTI KarMart needs to assess the customers’ needs so that they can create the services
that can address the needs of the customers. As stated by Aryee et al., (2016), the first step of
becoming customer-centric organisation is to agree on needs of the customers. Through analysis
of the survey, the management can understand what type of cars the customers like and
salespersons can ask about the price range of the cars. The outcome of the customers’ statement
can structure how the customers can define the company and value.
Responding the customers’ assessment
Responding the customers' assessment is helpful to make out the future strategy of the
organisation. The sales executives of VT1 KarMart can respond the customers in a very polite
way. The clients of VT1 KarMart can share their views with sales executives for different types
of cars they need. The customers can also share their views on social media. The customers'
assessments can be stored in Database System of VT1 KarMart and it can be utilised in the
future process. Responses to the customers' feedback are done through advertisement and
communication (Ostrowski, O'Brien & Gordon, 2013).
Legislative and regulatory requirement
In order to make customer service plan, VT1 KarMart must follow Australian
Competition and Consumer Commission as this agency promotes the fair trade in Australia to the

5SKILLS AND KNOWLEDGE ASSESSMENT
customers. Competition and Consumer Act 2010 ensures the business needs to fair trading so
that the customers must not be cheated.
1.2 The process of ensuring that quality customer service
VT1 KarMart needs to ask the sales executives to response on time as the best way to get
in touch with the clients on phone. The sales team must not always rely on email for
communication. As opined by Boshoff & Gray (2014), the organisation should set a realistic
expectation from the sales team and from the customer service plan. Customer service must be
delivered as promised and VT1 KarMart should ensure the quality customer service. The
employees and sales executives should respect the customers in order to ensure the quality
customer service. The sales executives must ensure the service level on-time and PR team can
track the website and social media feedback to understand the grievance of the customers. The
management team can make Client Profile for understanding the needs of the customers.

6SKILLS AND KNOWLEDGE ASSESSMENT
1.3 Development of an action plan
Figure 1: Action plan for characteristics of the new services, system and service process
(Source: Self-developed)

7SKILLS AND KNOWLEDGE ASSESSMENT
Task 2
2.1 Ensuring the delivery of service as per the customer specification
VT1 KarMart distributes the cars to the clients and the organisation lost three major
clients due to the failure of distribution of cars on time. The drivers of the vehicles are the reason
behind the incident. The organisations want to focus on the performance level, a feature of the
customer service and specific hardware (Arsali, Mehtap-Smadi & Turan Katircioglu, 2015). The
clients of VT1 KarMart want to have the cars on time and VT1 KarMart can ensure the cars to be
reached on time with better supply chain. The supply chain of the organisation must be good so
that the clients can get the cars on time. The organisation can make a team so that the supply
chain and logistics should be perfect. The drivers of the vehicles of distribution may be
demotivated and the management of VT1 KarMart needs to have extrinsic rewards. The team
should discuss with the drivers amicably in order to understand their issues. The management
can ask the drivers to change the route if the routes are heavily congested or change the dealers if
the dealers make delayed on delivering the cars n time.
2.2 Outlining the process to follow the investigation of customer satisfaction
The management can start the investigation process by looking at the complaints of the
clients. The investigation can team can meet the clients to ask what kind of issue they had faced.
The management of VT1 KarMart can review the process, code of conduct and policies about
service and product delivery. The investigation team can collect the incident notes, telephone
calls and files. According to Call et al., (2015), investigation team can search the areas of
disputes between organisation and customers. In addition, VTI KarMart management team can
take interview of the drivers and the clients in order to verify the issues. The team needs to

8SKILLS AND KNOWLEDGE ASSESSMENT
outline the plan and create the customer survey so that they can identify the customer satisfaction
elements. Analysing the survey data will be helpful for VT1 KarMart to understand the needs of
the clients.
2.3 Developing customer handling procedure to resolve a customer complaint
VT1 KarMart handles mostly the clients that buy large numbers of cars of middle and
high segments. VT1 KarMart needs to listen to the complaint carefully by the customer service
executives. The customer service executives need to be understanding and they must be calm. It
is important for the customer support team to record the complaint and this process will be
helpful to resolve the problem and action to be taken. The management must be sure that the
organisation must have the facts and senior management team needs to discuss with the
stakeholders for fixing the problems. Moreover, the management needs to keep the promises
stated to the clients (Chen, Zhu & Zhou, 2015).
2.4 Identifying the possible reasons for poor performance of the drivers
The reason behind the client issue of VT1 KarMart is the drivers as the drivers made late
to deliver the cars on time. The possible reasons may be lack of extrinsic motivation. Lack of
motivation may lead to poor productivity (Dhar, 2015). The drivers may lack the skills and the
drivers may be aged. In addition, the drivers are not sure about their job duties and they can be
burn-out. Therefore, lack of job satisfaction is possibly the reason behind the poor performance
of the drivers.
2.5 Outlining 5 different actions take to overcome or manage drivers differently
1. VT1 KarMart needs to make the communication process simplify

9SKILLS AND KNOWLEDGE ASSESSMENT
2. The drivers should be given extrinsic motivation in order to boost the morale and job
satisfaction. The drivers can be given performance-based incentive.
3. VT1 KarMart can change the distribution agents and therefore, the drivers will be changed.
4. VT1 KarMart can use RFID technology in order to track the vehicles in which the cars are
distributed.
5. The drivers can inform the clients in case they are arriving late.
2.6 Support comments and providing the reasons for recommendations
First, VTI KarMart can make the communication process easy as it will be easier to
communicate with suppliers, warehouse and actual clients.
Second, extrinsic motivation can bring the best performance of the drivers as a performance-
based incentive will make the drivers motivated.
Third, changing of the distribution agents will change the set of drivers who distribute the cars.
The new distribution agents will provide new vehicles and new drivers.
Fourth, RFID (Radio-Frequency Identification) technology helps to track the vehicles and truck.
Therefore, VT1 KarMart will get to know if the vehicles do late in future.
Fifth, the drivers can send any message to the clients in case they face any difficulties on road.
This intimation will be helpful for the clients to be ready for the situation.

10SKILLS AND KNOWLEDGE ASSESSMENT
Task 3
3.1 Developing KPI for customers service representatives
VT1 KarMart can start KPI in order to measure the customers' service. The customer
service representatives need to have the ability to handle complaints of the customers. As stated
by Ford, Paparoidamis & Chumpitaz (2015), customer service team should be able to handle the
customer as customer service is very difficult.
VT1 KarMart can train the sales executives to retain the maximum customers. The sales
executives' team should take less time to handle the complaint of the customers. Sales executives'
performance can be tracked through CSAT (Customer Satisfaction Score) depending on the
feedback of the customers (Sweeney, Danaher and McColl-Kennedy, 2015).
The customer support team needs to be able to identify all customers' issues. The
customer support executives should listen to the customers' complaint efficiently and the
customers may feel that they are valued by the organisation. The service team can note down the
issues if possible. Customer support executives can focus on customer satisfaction through the
building of customer loyalty (Izogo & Ogba, 2015).
One of the significant KPIs is to assist the colleague in improving customer service as it
is very important to work as a team. Customer retention is possible when the customer support
team will work together. The management of VT1 KarMart can start the Net Promoter Score
(NPS) to ensure the satisfaction level of the customers.

11SKILLS AND KNOWLEDGE ASSESSMENT
Customer retention is mainly depended on the three ways; the first one is to treat the
customers well, the second one is to provide the best price and the third one is to measure the
customers' expectation early.
The customer support executives have their target of sales and the executives need to
meet the target in order to perform well. Therefore, the numbers of sales they can give to the
company; it is the biggest KPI.
3.2 Developing questionnaire to collect customer feedback and seek verbal and written
feedback
The management team will make close-ended questions in order to collect the feedback.
The Customer Support Team can make five questions so that the customers can provide an easy
reply on this. Once the clients will visit the store, the questionnaire form will be given to them.
1. What is the best facility you have in VT1 KarMart?
 Low Price
 On-time delivery
 Right Choice
 Reputation
2. How likely would you purchase a car from VT1 KarMart in next three months?
 Extreme likely
 Very Likely
 Moderate
 Slightly