University Customer Service Strategies Assignment - BSBCUS401

This assignment addresses key aspects of customer service strategies, as outlined in the BSBCUS401 unit. It begins by defining customer service strategy and its alignment with organizational goals, followed by an example of implementation. The assignment then explores competitive intelligence, emphasizing its importance in anticipating competitor moves and avoiding costly mistakes. It further delves into the qualities of effective customer service, including decision-making, empathy, and product knowledge. Advantages and disadvantages of customer service strategies are analyzed, alongside techniques for cultivating a customer-oriented culture. Practical strategies for improving customer service, such as employee training and issue resolution, are also included. Finally, the assignment covers different types of budgets relevant to customer service, such as master, cash flow, static, operating, and financial budgets. References to relevant academic sources are provided to support the responses.

Running head: CUSTOMER SERVICE STRATEGIES
CUSTOMER SERVICE STRATEGIES
Name of the Student:
Name of the University:
Author Note:

1CUSTOMER SERVICE STRATEGIES
Answer: 1
The customer service strategy includes the implementation of every department of the company.
It needs to concrete goals and align with the overall values, objective, vision and mission of an
organization. For example, if an organization wants to implement a customer service strategy
that increases profits by upselling its products (Chang 2016). Or it is more efficient when an
organization seeks to reduce its costs by implementing customer service processes.
Answer: 2
The example of customer service strategy implementation of an organization is- create a
customer service vision of an organization and assess consumer needs. Then recruit the right
employees and set the goals and aim for customer service (Chang 2016). The next step is to train
on service skills and abilities. Finally hold people accountable, and then the customer gets their
feedback and recognise or reward excellent services.
Answer: 3
Anticipate competitor moves: Development of the competitor’s goals and its consumer,
suppliers, and stakeholders can permit to follow where the organization is going.
Discovering cost-saving technologies, products, and its processes: The competitor of any
industry take benefit of emerging technology to gain a competitive advantage.
Avoid costly mistakes: Competitive intelligence helps the organization to assess the risk and
avoid making an expensive error (Eggert et al. 2014).
These following steps help to gain competitive intelligence:

2CUSTOMER SERVICE STRATEGIES
 Competitive Intelligence is not spying
 Competitive intelligence is not only the competitor intelligence
The Competitive Intelligence process involves four important steps such as planning, gathering,
analysing and executing (Eggert et al. 2014).
 Competitive Intelligence is service oriented
Answer: 4
 Make correct decisions
 Gain its advantage
 Find the consumer needs
 Empathy
 Patience
 Deep product knowledge
 Clarity
 Active listening
 Always follow up their customers
 Stay calm
Answer: 5
Advantages:
 More consumer acquisitions
 Improved consumer conversions
 Develop crisis management

3CUSTOMER SERVICE STRATEGIES
 Better consumer involvement
 Reduce service cost
Disadvantages:
 Unreliable equipment
 Management philosophy
 Restrictive organizational rules and regulations
 Out-of-date processes
 Challenging to understand company’s warranties
Answer: 6
 Cultivation of consumer-oriented culture in the organization.
 Self-service and social support are extremely effective
 In the company, the incorporation of voice of consumer (VOC) into decision-making
(Ren et al. 2016).
 The capability to make and scale consumer-oriented marketing content.
 Improved consumer loyalty, lifetime consumer value and brand perceptions.
Answer: 7
 Make sure all the staffs of an organization have excellent product knowledge.
 Resolve consumer issues as the priority basis
 Train the employees of an organization in consumer empathy.
 Build an infrastructure which maintenances excellent customer services (Ren et al. 2016).
Answer: 8

4CUSTOMER SERVICE STRATEGIES
 Master Budget: A master budget defines a broad picture of its financial movements and
health.
 Cash flow budget: A cash flow budget defines to projecting how and when the cash
comes in and flows out of business within a particular duration (Rego, Morgan, and
Fornell 2013).
 Static Budget: A static budget focus on the fixed budget which remains the changes in
factors
 Operating budget: An operating budget is a focus on the analysis of estimated income and
expenses of the organization in a particular duration (Rego, Morgan, and Fornell 2013).
 Financial budget: Financial budget represents an organization’s strategy for managing its
cash flow, assets, revenue, and expenditures.
Answer: 9
 Engagement
 Innovation
 Culture
 Communication
 Project management

5CUSTOMER SERVICE STRATEGIES
References:
Chang, J.F., 2016. Business process management systems: strategy and implementation.
Auerbach Publications.
Eggert, A., Hogreve, J., Ulaga, W. and Muenkhoff, E., 2014. Revenue and profit implications of
industrial service strategies. Journal of Service Research, 17(1), pp.23-39.
Rego, L.L., Morgan, N.A. and Fornell, C., 2013. Reexamining the market share–customer
satisfaction relationship. Journal of Marketing, 77(5), pp.1-20.
Ren, L., Qiu, H., Wang, P. and Lin, P.M., 2016. Exploring customer experience with budget
hotels: Dimensionality and satisfaction. International Journal of Hospitality Management, 52,
pp.13-23.