Project: Coordinate Implementation of Customer Service Strategies

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Added on  2022/12/14

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AI Summary
This project delves into the practical aspects of coordinating and implementing customer service strategies, using the fictional company Showpo as a case study. The project covers a range of activities, including assessing customer service policies, conducting workplace scenarios to demonstrate service standards, and observing and providing feedback on service delivery. It also explores methods for refining service standards, ways to encourage employee implementation of customer service systems through effective communication, mentoring, incentives, and training. The project further examines customer feedback collection, analysis, and reporting to improve work practices, identifying potential customer service failures, and communicating service adjustments to the workforce. Furthermore, the project emphasizes the importance of coordinating and managing service delivery to meet quality standards, planning to meet customer needs, and identifying resources for team tasks to ensure optimal customer service levels.
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Coordinate
implementation of
customer service
strategies
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Table of Contents
ACTIVITY 1A.................................................................................................................................1
1. Accessing customer service policies along with procedures of the company and
summarising customer service standards of the organisation......................................................1
2. From summary of standards, carrying out a stimulated workplace scenario and
demonstrating at least 3 of standards to working practice...........................................................2
3. Observing another pair carrying out their scenario for the activity above, ensuring to have
access to the customer service standards they should be implementing. Monitor the application
of customer service standards by the individual acting as a customer service provider and
make notes. Provide them feedback on how they conducted themselves and outline any areas
for improvement based on the working.......................................................................................2
ACTIVITY 1B.................................................................................................................................3
1. Naming seven sources to consult when looking for refining standards as well as making
improvements..............................................................................................................................3
2. Naming three practical changes which could be implemented in the company for improving
customer service standards, processes addition to policies.........................................................3
ACTIVITY 2A.................................................................................................................................4
1. Outlining 5 ways in which employees are encouraged for consistently implementing
customer service systems across the organisation.......................................................................4
2. Reading the scenario and creating as well as delivering a presentation for encouraging
employees for consistently to implement customer service systems...........................................4
ACTIVITY 2B.................................................................................................................................5
1. Listing six ways that customer feedback can be collected......................................................5
2. Listing four appropriate personnel which can be consulted with for reviewing customer
feedback.......................................................................................................................................6
3. Reviewing as well as analysing feedback with an appropriate person and creating a report
that gives suggestion to improve work practices and why..........................................................6
ACTIVITY 2C.................................................................................................................................6
1. Giving five examples of possible area of customer service failure in the organisation..........6
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2. Within the organisation, identification of one example of a customer service problem along
with explanation of adjustment which would be made for ensuring continued service quality..7
ACTIVITY 2D.................................................................................................................................7
1. Listing six appropriate methods or platforms for communicating change to workforce........7
2. With real organisation situation or stimulated scenario, demonstration of the ways to
communicate changes to service to all those involved and ensuring to use appropriate
interpersonal skills.......................................................................................................................7
3. Explanation of the reason appropriate timeframe are important in context to communicating
adjustments in service..................................................................................................................8
ACTIVITY 2E.................................................................................................................................8
1. Listing six key features which good management addition to coordination involves.............8
2. For one product or service, demonstration to coordinate and manage delivery for ensuring
that it effectively addition to efficiently meets agreed quality standards in the company...........8
ACTIVITY 3A.................................................................................................................................9
1. Within the company or stimulated work scenario, showing of one identified customer need
or expectation, which can be plan and implement for meeting customer need or expectation as
well as minimising inconvenience...............................................................................................9
ACTIVITY 3B.................................................................................................................................9
1. Within the company or scenario, assuming role of manager. For at least two team tasks
undertaken for meeting required customer service levels, identification of all resources
required........................................................................................................................................9
REFERENCES..............................................................................................................................10
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ACTIVITY 1A
1. Accessing customer service policies along with procedures of the company and summarising
customer service standards of the organisation
Organisation’s customer service standards are set of benchmarks which foster interactions
among business, customers as well as resulting expectations of potential audiences. In an
organisation, for example, Showpo, customer service standards are used for the purpose of
providing guidelines to workforce so that they follow at the time of interacting with customers. It
assists in reminding management addition to employees about obligations with the hope of
meeting service standards. Some of customer service standards of Showpo are as summarised:
Attention to detail: With this standard of customer service, employees of Showpo are able to
pay attention towards details that are related to demands of the potential and prospective
customers. This guides employees to learn about essential requirements or products which have
possibilities to satisfy customers (Pei, Yan and Ghose, 2020).
Accessibility standard: In accordance to the standard, a customer who is troubled with an
issue must not be troubled further with figuring out the ways to get in touch. Within Showpo,
standard of accessibility is highly advanced that it fosters solving problems of customers and
providing them effortless services proactively.
Empowerment: Being in control is seen as main standard of effective customer service of
the organisation. It is quite complex to set up standards of empowerment for services. In context
to Showpo, standard of empowerment is set through which superiors have empowered or
provided powers to subordinates with the hope of meeting levels of customer service in the
industry.
Being professional and polite all the time: It is another standard concerned with
customer service wherein work standards are set for organisational people in order to perform
activities in professional addition to polite manner at the time while providing services to
customers. In Showpo, the standard is adhered by all employees in order to meet highest
satisfaction level for services to customers by carrying out tasks professionally and politely.
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2. From summary of standards, carrying out a stimulated workplace scenario and demonstrating
at least 3 of standards to working practice
Mentioned below are working practices in which standards of customer service of Showpo
are applied:
Conducting staff training: It is one of working practice in which training of staff are conducted
so that they improvise their knowledge and skills for strategies to offer customer services (Liu
and Et. Al., 2020). In Showpo, standard of customer service that is empowerment can be adhered
by managers in which authority are given to employees for accomplishing highest satisfaction
with customer services.
Facilitating continued professional development: Within the work practice,
professionals engage themselves in activities to enhance their abilities. In Showpo, performing
professionals and politely could be applied within the work practice so to enable that customer
service providers become conscious as well as proactive despite of reactive or passive.
Providing demonstrations: Demonstration is delineated to an act that shows the ways to
do something or the ways in which something works. In association to Showpo, attention to
detail is the standard of customer service that can be applied in the work practice of providing
demonstration so that employees that are responsible for performing customer services pay
attention as well as carry out essential operations effectively.
3. Observing another pair carrying out their scenario for the activity above, ensuring to have
access to the customer service standards they should be implementing. Monitor the
application of customer service standards by the individual acting as a customer service
provider and make notes. Provide them feedback on how they conducted themselves and
outline any areas for improvement based on the working
In Showpo, procedures for monitoring application of customer service standard by
employees that act as service providers is as follows:
Observation: In this stage, working of employees that are responsible to provide customer
services are observed and feedbacks are provided accordingly in order to make necessary
changes in work practices. Along with this, peer to peer observation is also facilitated to make
improvisation in practices.
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Asking customer feedback: Herein, feedbacks from customers are asked through direct
methods so to analyse whether customer services are delivered effectively of not by employees
of Showpo.
Informal questioning: It is all about asking questions which includes learners to use higher
thinking abilities that aids in using knowledge for solving issues, analysing and evaluation of
customer services up to set standards within Showpo. In the company, informal questions about
routine tasks of employees requires improvement.
Review of existing policies and procedures: In this stage, current customer standards,
procedures together with policies are reviewed for the purpose of ascertaining relevance and
effectiveness of monitoring (Arora, Haleem and Arora, 2020).
ACTIVITY 1B
1. Naming seven sources to consult when looking for refining standards as well as making
improvements
The name of seven sources with whom consultation about refining standards together with
making improvements in Showpo are as follows:
Former customers
Management personnel
Regulators
Customer service employees
Competitors
Current audiences
Potential customers
2. Naming three practical changes which could be implemented in the company for improving
customer service standards, processes addition to policies
Names of three practical changes which can be implemented in the entity that is Showpo to
improvise customer service processes, standards as well as policies:
Introducing manuals, instructions along with labels.
New greeting or farewell practices (Wehner, Vural and Halldórsson, 2020).
Launching of systems which reward or reprimand behaviour.
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ACTIVITY 2A
1. Outlining 5 ways in which employees are encouraged for consistently implementing customer
service systems across the organisation
Encouraging employees in an organisation wo that they practice working is very important.
In context to Showpo, some of ways of encouraging staff members so that they consistently
implement customer service system are as outlined:
Effective communication: It is a simple act to share or transfer information from one
person to another (Oskouei and Et. Al., 2020). In Showpo, use of effective communication will
help managers to motivate staff for executing customer services in consistent manner.
Mentoring: It refers to tapping into current experience along with knowledge of
performing employees and transferring the abilities so that they are able to achieve their careers.
In regards to Showpo, mentor gives valuable advices and improve skills that results in execution
of customer services consistently.
Engagement: It is an interaction among employees and organisation wherein employees
are motivated to participate in working of company through online or offline channels in order to
attain business objectives.
Incentives: By arranging incentives in form of bonuses, stock options, raises, profit
sharing and hence forth, managers of Showpo have chance to encourage or motivate manpower
for execution of customer services properly.
Training and skill development: These involve educational activities that are created by
organisation, for example, Showpo for enhancing skills, competence and knowledge level of
staff that leads to executing services for customers efficiently.
2. Reading the scenario and creating as well as delivering a presentation for encouraging
employees for consistently to implement customer service systems
Encouraging employees for implementing customer service system is essential for all
organisational managers. Crazy Coffee Company is the business selected for the presentation.
The presentation includes ways to encourage employees for consistently implementing
customer service systems.
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Ways to deliver employees for encouraging them for consistently implementing customer
service systems
Customer service systems are set of configurations including technology addition to
organizational networks which are designed for the purpose of delivering services which meets
satisfy the needs or aspirations of customers. In order to positively influence and encourage other
colleagues to implement systems, the requirements of those systems must be clear and
achievable in The Crazy Coffee Company.
Another way is wording of new documented systems as well as standards should be easy
to follow and inclusive so that responsible employee should look towards complaints and take
action at that time.
Managers of The Crazy Coffee Company can arrange incentive system for those who
takes more number of actions for wider customer complaints as this motivates personnel for
resolving issues of each complaint of customer.
Conclusion
From the presentation, it is analysed that handling customer complaint is essential for all
business concerns. Any methods that are used in company to encourage personnel to consistently
implement customer service systems needs to be used consistently themselves.
ACTIVITY 2B
1. Listing six ways that customer feedback can be collected
In association to Showpo, six ways through which customer feedback could be collected
are as listed below:
Usability tests.
Website activity.
Surveys.
Social media.
Email or contact forms.
Exploratory interviews.
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2. Listing four appropriate personnel which can be consulted with for reviewing customer
feedback
For Showpo, list of four appropriate personnel that could be consulted to review customer
feedback are below:
Employees.
Customers.
Resource managers.
Customers.
3. Reviewing as well as analysing feedback with an appropriate person and creating a report that
gives suggestion to improve work practices and why
On the basis of customer feedback gathered in Showpo and analysis with Resource
Manager, keen attention towards the ways views of service matches views of customer services,
complaint about negative attitude, etc are made effectively. In this, one of work practice which is
required to be improved is managerial decision making for operations of work. It is suggested
that managerial decision making could be improved through using available data carefully
because available information is great source to improve decision making skill (Aydiner, 2020).
At same time, other improvement area is skill among employees to gather feedback. For this,
suggested strategy is training and development because with this, employees will be able to learn
innovative mechanisms for collecting feedbacks and reverting them promptly.
ACTIVITY 2C
1. Giving five examples of possible area of customer service failure in the organisation
Five examples related to possible areas associates to customer service failure in Showpo
are below:
Negative or unacceptable attitude from employees.
Misleading information being provided.
Unreasonable long waiting times.
Consistently late deliveries.
Forceful sales techniques.
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2. Within the organisation, identification of one example of a customer service problem along
with explanation of adjustment which would be made for ensuring continued service
quality
Within Showpo, one of customer service problem that is identified is consistently late
deliveries to customers. Consistently late delivery makes huge differences in realising
satisfaction of customers as well as eventually fostering growth of business. To fix the problem
of customer service, managers of Showpo are required to make adjustment in their supply chain
or supply cycle by reducing tiers which consumes huge time in delivering products to end
consumers. At same time, other adjustment which can be made by the company is assigning staff
the role to monitor whole procedure so that timely deliveries are made resulting to ensuring
service quality in continuous manner (Hutahayan, 2020).
ACTIVITY 2D
1. Listing six appropriate methods or platforms for communicating change to workforce
For Showpo, six appropriate methods as well as platforms with the help of which change
to workforce can be communicated are as listed:
Daily briefing.
Organisational or regular team meeting.
Conference.
Initial and ongoing training.
Memos, emails as well as notifications.
Individual performance management sessions.
2. With real organisation situation or stimulated scenario, demonstration of the ways to
communicate changes to service to all those involved and ensuring to use appropriate
interpersonal skills
In context to Showpo, one of the ways through which changes to services are
communicated to all those people which are involved is presentation. In this, information
comprising details of strategies about modified strategies are conveyed to audience in attractive
and understandable manner. Moreover, workshop is also a method to communicate changes to
services through indulging more hands-on learning along with discussion about alterations in
practices so that effective changes are adhered to deliver services (Lipsmeier and Et. Al., 2020).
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3. Explanation of the reason appropriate timeframe are important in context to communicating
adjustments in service
Within Showpo, appropriate timeframe is important for communicating necessary
adjustments within services because it makes things clear to employees about meeting short term
objectives that motivate employees as well as permit them for seeing reasons for overall change.
Appropriate timeframe makes things easy to understand so that changes are executed effectively.
A timeline aids in setting clear priorities together with directions for the purpose of the most
critical tasks are cleared out of the way first.
ACTIVITY 2E
1. Listing six key features which good management addition to coordination involves
Key features that are involved in management and coordination at Showpo are as listed:
Allocation of tasks to suitable and appropriate individual, team and department.
Taking of responsibilities for performing with quality as well as completion of goal.
Communicating regularly with employees.
Providing clear directions as well as instructions to manpower.
Effectively overseeing progress together with timeframes.
Planning, organising, coordinating, managing and controlling resources.
2. For one product or service, demonstration to coordinate and manage delivery for ensuring that
it effectively addition to efficiently meets agreed quality standards in the company
For the clothing of Showpo, directive management style will ensure coordinating and
managing delivery so to ensure that it meets quality standards effectively of company. Directive
management style involves managers and leaders framing decisions for all employees and
expecting that they follow instructions for achieving higher performance standards that results in
meeting set quality benchmarks of company (Chamandoust, Bahramara and Derakhshan, 2020).
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ACTIVITY 3A
1. Within the company or stimulated work scenario, showing of one identified customer need or
expectation, which can be plan and implement for meeting customer need or expectation as
well as minimising inconvenience
Customers of Showpo have needs for timely delivery of their orders as they are more
conscious for their products to be delivered on time. For this, communication of plans is key and
could be done through diverse ways including whole staff team meetings, strengthening supply
chain, providing training to staff which are involved, relaying to a responsible team which could
assist in meeting needs of all customers timely. At same time, the entity prefers to prevent
inconvenience for routine services, customers, workplace operations, routine deliveries,
employees and accessing contact avenues.
ACTIVITY 3B
1. Within the company or scenario, assuming role of manager. For at least two team tasks
undertaken for meeting required customer service levels, identification of all resources
required
In Showpo, the manager has to arrange mentioned below resources for the two team tasks so
that customer service levels are met on time:
Finance team: The key task of finance team to arrange and allocate funds for the whole
company (Pei, Yan and Ghose, 2020). In this, manager of Showpo is required to arrange
resources including delivery, subscriptions, employees, market report and other overheads.
Marketing team: Major task of marketing team is to promote the company and its
offerings. Herein, some of resources which managers of Showpo are required to arrange are
human resources, intellectual resources, financial resources ad hence forth.
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