BSBCUS501: Australian Hardware Customer Service Report Analysis

This report analyzes the customer service strategy of Australian Hardware, addressing internal and external customer requirements. It outlines customer service standards, including timeliness, accuracy, and appropriateness, and details the procedures for implementing these standards. The report also covers the process of handling complaints and grievances, emphasizing the importance of listening, investigating, and providing solutions. Furthermore, it identifies the resources needed for implementation and outlines both short-term and long-term plans for assessing the success of customer care services. Task 2 focuses on a specific customer complaint regarding late deliveries, investigating potential causes such as driver issues and vehicle problems, and proposing actions to prevent future delays. The report incorporates references to support its analysis and recommendations, aligning with the BSBCUS501 Manage quality customer service unit requirements.

Running head: CUSTOMER SERVICE 1
Customer Service
Student’s Name
Institutional Affiliation

CUSTOMER SERVICE 2
Task 1
Australian Hardware’s Customer Service Strategy
Internal Customer Requirements
The internal customers are board members, co-workers, and superiors (Kim, Beatson, &
Johnston, 2015). The hardware is responsible for training workers to improve their service
delivery skills.
External Customer Requirements
The external customers include the clients, suppliers, the general public, and suppliers (Grace, &
Lo Iacono, 2015). The hardware aims to provide accurate, precise, specific and responsive
information to external customers at all times.
Customer Service Standards
The standards of information sharing between the hardware and the customers include
timeliness, accuracy, and appropriateness (Bitoiu, & Radulescu, 2015). The firm aims to deliver
products to customers in the agreed time.
Procedure for Implementing the Standards
The hardware will train the employees on observing the standards of timeliness,
accuracy, and appropriateness. It will also have uniform standards for delivering goods to the
clients.
The process of Handling Complaints and Grievances
The board or the employees will first listen to the grievances and record the necessary
details. The management will then search for every aspect and discusses the alternatives for
solving the issue. The organization will then move quickly to solve the problem and conduct a
follow-up process.

CUSTOMER SERVICE 3
The Required Resources
The administration will require trainers to teach the employees on the Customer service
standards.
Roll-out and Implementation Process
The hardware management will provide professional and skilled staff to attend to the external
customers. The administration will also give the clients relevant and transparent information on
the products and services.
Long and Short-term Plans for Assessing the Success of Customer Care Services
The stakeholders will conduct monthly and annual population satisfaction surveys for all
customers. The employees will also strive to improve the monthly or yearly population ratings in
customer services. The management also plans to meet and exceed customer expectations. The
hardware intends to measure its performance by analyzing the feedback from customer service
surveys. The organization will review the feedbacks and the attainment of customer service
targets.
Task 2
Australian Hardware Customer Complaint
The process of Investigating the Complaint
The three customers are complaining that they are receiving deliveries after one to two days
which is late and inconveniencing their operations. I will first inform the clients that I am the
customer service manager. I will then record the complaint and empathize with the clients. After
that, I will review the responsibilities of the hardware to the clients. I will hold separate
engagements with the driver and the customers. I will then implement measures to solve
customer grievances.

CUSTOMER SERVICE 4
Possible Reasons for Late Delivery by the Driver
Firstly, working for three different companies can be tedious and overwhelming for the
driver. Secondly, the delivery vehicle may be having technical problems jeopardizing its
movement and speed. Thirdly, is the slow clearing of products from the enterprise. Fourthly, the
driver may be using the vehicle for personal duties. Lastly, the long distance between the firms to
the clients may delay the deliveries.
Actions to Prevent Late Delivery
Employing more drivers, servicing the vehicle, and improving the speed of clearing
goods are the first actions. The organization should also ensure close supervision of the driver. If
long distance is the cause of the delay, then the company should persuade the clients to bear with
the driver.

CUSTOMER SERVICE 5
References
Bitoiu, T. I., & Radulescu, C. (2015). The 3C Decision Cockpit for a Market-Oriented Public
Administration. SEA: Practical Application of Science, 3(2).
Grace, D., & Lo Iacono, J. (2015). Value creation: an internal customers’ perspective. Journal of
Services Marketing, 29(6/7), 560-570.
Kim, H., Beatson, A., & Johnston, K. (2015). Investing in internal customers: The power of
employee gratitude in an employee-organization relationship. In Australian & New
Zealand Marketing Academy Conference 2015.