Comprehensive Report: Customer Service Improvement at AET Transport

This report provides a comprehensive analysis of customer service strategies and challenges at AET Transport. It begins by outlining a customer service strategy centered on developing a robust infrastructure to meet both internal and external customer requirements, including investigations, planning, and the implementation of feedback systems. The report then investigates the causes of customer dissatisfaction, particularly focusing on the role of delivery drivers and potential issues such as incorrect order forms, property access difficulties, and weather conditions. Key strategies for addressing customer concerns are presented, including active listening, empathy, and solution-oriented approaches. The report also identifies various customer types and offers strategies for effectively managing interactions with each. Furthermore, it explores essential elements of customer service, such as service missions, product offerings, delivery systems, and the importance of staff training and empowerment. The analysis concludes with an examination of complaint management, conflict resolution, and methods for gathering customer feedback to enhance service quality and foster long-term customer loyalty.

Running head: CUSTOMER SERVICE 1
MANAGE QUALITY CUSTOMER SERVICE
Name
Student id
Institutional affiliation

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Assessment 1
The best customer service strategy for addressing the gap between AET transport mission
to provide quality customer service and their informal process of working with customers is
developing a good infrastructure for customer delivery. In order to implement the strategy to
meet both internal and external customers requirement, firstly, I will conduct investigation,
identification, assessment and all customer needs in the planning process. Secondly, I will ensure
there is a well-structured plan for achieving the time, quality and specifications of costs that are
agreed with customers. The good infrastructure will improve both internal and external
customers customer loyalty and build brand trust. The strategy will also develop customer
standards, as the stakeholders will be motivated to enhance good customer delivery because all
supportive resources will be available. The customer standards will include understanding
cultural diversity in customer delivery and accessibility. The implementation of the
understanding cultural diversity customer standards follow the process of determining response
time, first contact resolution ratio, queuing ratio time and customer awareness ratio, instant
service and problem resolution time. Furthermore, good infrastructures will enable the company
to implements the latest feedbacks tracking system like auto emails, toll-free calls, social media
that are reliable and respond to customer queries at the right time. The strategy will support
rollout as availability and accessibility of resources makes the system easier for introducing new
products to the company for the first time. The rollout implementation process will include
identification of internal and external stakeholders which might be impacted, preparations of the
detailed plan including key details and milestones, keeping detailed records and effective
communications and using promoters. In addition, the strategy will provide both long term and
short terms plans. For monitoring , adjusting and reviewing customer service, the strategy will be
a key factor in monitoring progress for achieving service or product standards and targets. The

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strategy will ensure the long-term plan are effective by developing, procuring and using
resources to make sure the services offered are of high quality.
Assessment 2
Outline the process you would follow to investigate the cause of the customer
dissatisfaction.
Return work improves the relationship with the client and is a measure of customer
satisfaction. In addition, return work improves the company’s revenue. To investigate the cause
of the dissatisfaction of my clients, I would ensure that I assess the situation to understand the
complaint and the reasons which led to the dissatisfaction of customers. In addition, I need to
investigate the services I am reviewing, codes of practice, processes and policies which should
have been followed in the delivery of products to my clients. Thereafter, I would weigh the
evidence, challenge it, look behind it and do more to find out how the driver has gone against the
company policies. Furthermore, I would engage the driver to know reasons for the delayed
deliveries and make sure that I correct the mistakes. I would then ensure that I put things right
with the clients and respond to reassure my clients that the company will be committed to offer
professional services.
Identify the possible reasons the driver is not performing to the expected company level,
and identify the actions you would take as a result. (5 reasons)
Order forms which are completed incorrectly may lead to a delayed delivery. In addition,
packages may have been redirected once the information entered into the system is not
confirmed. The driver may also delay deliveries because of difficulties in accessing the property.
Moreover, weather conditions may also lead to delayed deliveries due to blockage. The company

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should ensure that the orders are correctly filled, ensure that weather conditions are considered
during the dispatch of goods, and that the redirection of packages is avoided.
Support your comments and provide reasons for your recommendations
Delivering goods on time it strengthens the relationship between the company and the
clients. Furthermore, on-time delivery ensures that the operations of the company continue as
planned. For example, production processes do not stop. Delivering the right quality and quantity
of goods ensures that there is an increase in return work.
Assesement 4 answers
1.
Listen and Understand- To ensure the provision of the best response, the management should
take time in understanding what has driven the complaint and avoid quick responses that may be
ineffective.
Empathize- After listening to the concern, one should immediately empathize with the
customers’ position and ensuring that there is a creation of a bond with the customer.
Offer a Solution- There should be a focus on what can be done as opposed to what cannot be
done since there is always a solution.
Execute the Solution -The problem should be solved with a resolution the customer had
previously requested or with an alternative solution
Follow-Up After the solution a follow-up should be made to verify whether the customer was
satisfied with the solution

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2.
Customers complain is a way customers use in expressing dissatisfaction in the products
or services offered (Homburg, Fürst, & Koschate, 2010). Customer complaints are important in
the business as they assist in the understanding of key areas that need improvements, recognizing
mistakes, building customer loyalty and it assists the organization to grow rapidly.
3.
Strategies for identifying customer needs include marketing research, welcoming the
feedback of customers, scamming social media, inviting collaboration, and customer relationship
management (Aaker & McLoughlin, 2010).
4.
a. Customer’s perceptions
b. Purchasing patterns
c. Ratings
5.
a. The positive customer
b. The elitist customer
c. The mistaken customer
d. The talkative customer
e. The irate customer
6.
a. Listening - listening assist in business to acknowledge something need to be resolved.

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b. Knowing customer values- knowing customer values determine customer perceptions
and what they need in the market.
c. Customer’s concerns- knowing customers concerns is a factor that helps in
identification of reasons why customers are disatisfied.
d. Keeping promises- keeping promises of customers helps to gain a customer trust leading
to customer loyalty
e. Product improvement- reviewing back customer’s feedbacks and improving the
products to meet their demands and needs assist in delivering high customer service.
f. Seeing a customer services as an investment but not costs- training of staff might be
costly but is a factor that links business with customer’s abilities to continue using the
product in the future.
g. Empowering of customer service representatives- Encouraging the representatives to
value all customers from all cultures and ethnicity will be a way of keeping customers
satisfied.
h. Pro-activeness- this is the ability to be open and honest about the product or hence it
reduces customer dissatisfaction rates and enhances customer’s expectations and
satisfaction. (Park & Lee 2010).
7.

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Following up so as to know the level of satisfaction of a customer has the potential of
influencing the overall experience of a customer with the organization. Follow up can also affect
a customer’s outlook on the practices of a business when giving reviews in-person or online
(Chen, Sun & Wu, 2010).
8.
a. Procedural dimension
b. Personal dimensions
9.
a. Empathy-individualized and caring attention to the customers
b. Assurance-employee courtesy and knowledge and their ability to convey confidence and
trust.
c. Responsiveness-willing to helping customers and the provision of prompt service.
d. Reliability-ability of performing the promised service accurately and dependably.
e. Tangibles-physical facilities, personnel, communication materials and equipment
appearance
10.
Service mission Service mission is a superior value set by an
organization to provide excellent customer
services (Wright, Moynihan & Pandey, 2012).
Products and services This is commodities that are offered by a

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business to their customers and they
determine the business types (Kim, Chung &
Lee, 2011).
Delivery systems This is ways of delivering services or
products to customers.
training Training includes equipping of staff with
knowledge and skills that make them produce
better services to customers.
Motivations and rewards This a way of empowering staff by rewarding
them with a compensation package for their
services (Carsrud et al, 2009)
Policies and procedures Policies and regulations are rules and
regulation that is followed by business in
order to make sure business is operating
legally.
11.
a. “No problem.”
b. “Please hold.”
c. “You will have to speak with … Can I transfer you?”
d. “All sales are final.”

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e. “Please calm down.”
f. “I don’t set the company policy.”
g. “I don’t know.”
h. “To be perfectly honest.”
12.
I deal with assertively customers by taking their concerns collectively but not personal. I
also consider remaining calm, giving reasons for all requests and agreeing about problems
without blaming one another.
13.
a. Friendliness-can be addressed through greeting customers graciously with warmth
b. Empathy and understanding-can be solved by understanding what the customers
want and how they feel
c. Fairness-can be addressed by treating customers without any class distinctions
d. Control-can be addressed by handling customers with reasonableness.
e. Alternatives and options-can be addressed by availing avenues
f. Information-can be solved by providing information
14.

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Style Definition Strategies assist dealing with
each style
dominance Dominance is an ability of
organization or individual to
a high power of influence
(Kotłowski et al., 2008)
creating friendship and strong
relationship
Influencing Influencing is the capacity of
business power to have
impacts on actions and
behavior (Vecchi, 2009).
-behavioral change
-persuasion
steadiness Firmly placed in a situation -patient
persistent
compliance Confirming with a rule, law,
and regulations
Following up with policies,
standards, and law
15.
a. Apologizing and asking for forgiveness
b. Going over the complaint with the customer
c. Fixing the problem and following up
d. Documenting the problem in detail
16.
a. High labor-intense nature

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b. Service performance variability
c. Company staff
d. Infrastructures
17.
Identifying information about consumers including place of work, their preferred reading
material, and their purchasing attitudes and behavior in regards to products and brands can help a
company strategize on how to make improvements (Solomon et al , 2014).
18.
a. How they are satisfied with substitutes products offered in the market
b. The products they consume frequently
c. Challenges they have experienced with substitutes products offered in the market
d. Information sources
19.
a. What they think about the organization’s competitors
b. What they think about the organization
c. What they expect of you
d. What makes them feel good about buying
e. How much money they have
f. How they buy
g. When they buy
h. Why they buy
i. What they do

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j. Who they are
20.
a. Email feedback- This strategy includes sending emails to customers who had previously
used the item .
b. Sms surveys- this includes sending text through the phones to a target audiences.
c. Live chats- include conversing with clients on the online platform to get feedbacks.
d. Social media - The strategy includes reviewing of customers comments. If the majority
of comments are negative, it means improvements are needed (Gallaugher &
Ransbotham, 2010).
e. Customer’s interviews- this strategy includes getting first-hand information and
feedbacks through interviewing customers.
f. Recording website session replays-, this strategy gets feedbacks on how many
customers are using websites, what they are clicking and viewing.
21.
Quality products help in the maintenance of customer loyalty and satisfaction and
reduction of the costs and risks of replacing faulty goods (Hu, Kandampully & Juwaheer, 2009).
22.
Sensitivity helps in connections of potential issues or problem that occurs in an
organization with mitigations and it balances emotional engagement in conflicts (Doorn, Branje
& Meeus, 2011). One achieves sensitivity when he/she has an ability to solve conflicts by
following the right procedures and having an ability to control his or her feelings.