Managing Quality Customer Service: Ozhouse Clean Strategy Report

This report, prepared in the role of Operations Manager for Ozhouse Clean, details a customer service strategy planning project. The report begins with an introduction to Ozhouse Clean, a cleaning services company, and outlines its mission, vision, and values. It then provides a regulation report, detailing the company's adherence to the Fair Work Act 2009 and ACCC guidelines. The core of the report is a proposed customer service strategy, including actions, priorities, and performance indicators. Email communications with the management team are included, documenting discussions about the strategy and its implementation. The report also analyzes customer service emails, identifies issues like time variance and knowledge gaps, and offers recommendations for improvement. A complaints briefing report is presented, addressing issues with voucher usage and group buying websites, with suggested responses and recommendations. Finally, a customer survey report is included, analyzing feedback from customers and suggesting improvements to service packages. The report concludes with an email to the team summarizing the findings and recommendations.

Running Head: Manage Quality Customer Service
1
Manage Quality Customer Service
Student Details

Manage Quality Customer Service 2
Table of Contents
Introduction................................................................................................................................4
Assessment 2..............................................................................................................................5
1. Regulation Report of Ozhouse Clean..............................................................................5
Strategies of other business in order to fascinate customers through their customer services
................................................................................................................................................5
The need of the customer in relation to cleaning services.....................................................5
2. Customer service strategy...............................................................................................6
3. An email to the management team..................................................................................7
4. Discussion with the management team...........................................................................8
5. Review of client service strategy....................................................................................9
6. Take a screenshot of your folder and files....................................................................10
7. An email to the management team................................................................................11
Assessment 3............................................................................................................................12
Email 1:................................................................................................................................12
Email 2:................................................................................................................................13
Recommendations/Actions..................................................................................................14
Assessment 4............................................................................................................................15
Complaints Briefing Report.................................................................................................15
Summary of the issues.....................................................................................................15
Analysis of relevant legislation........................................................................................15

Manage Quality Customer Service 3
Issues with the use of group buying web sites for businesses, including benefits and
pitfalls...............................................................................................................................15
Recommendations and responses to the customer...........................................................16
Email to the assessor............................................................................................................18
Assessment 5............................................................................................................................19
1. Research method...........................................................................................................19
2. Customer survey............................................................................................................19
3. An email to the assessor................................................................................................20
4. Customer Survey Report...............................................................................................21
Introduction......................................................................................................................21
Analysis.......................................................................................................................of 21
Overall..............................................................................................................................21
Recommendations............................................................................................................21
5. An email to the team.....................................................................................................22
Conclusion................................................................................................................................23
Appendix..................................................................................................................................25

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Introduction
In this study, the selected company is Ozhouse Clean which provides professional cleaning
services on the hourly bases with best quality products. The mission of the company is to be
counted among the respected and reputed brand in the industry. This study will discuss the
rules, legislation, customer complaint system, and methods that Ozhouse Clean is adopting
for the accomplishment of their purpose. The customer service strategy will focus on
attracting the interest of the customers. Apart from this, customer emails will be study in the
file for analyzing the customer questions and reply of customer care officers.

Manage Quality Customer Service 5
Assessment 2
1. Regulation Report of Ozhouse Clean
For competing in the market, the company has to abide by laws. Ozhouse Clean follows the
rules and regulation of the Fair Work Act 2009 and the guidelines issued by the ACCC.
These laws covers the right of the employees and they allows the company to work in an
effective and efficient manner in the business. These laws cover minimum remuneration rate,
flexible working hours and other benefits for employees all are set to prevent discrimination
and anything against employee.
Strategies of other business in order to fascinate customers through their customer
services
Companies in the market are aware that in order to acquire and increase their customer base
they have to pay attention to their customer services department.
 CRM software for increasing the response time1
 Building community with the store.
The need of the customer in relation to cleaning services
 Trained technicians
 Friendly products
 Sanitization2
1 Cerchia Alina Elena, 'Social media–A strategy in developing customer relationship management', (2016) 39
(1) Procedia Economics and Finance 770-790
2 David Goetsch and Stanley Davis, ‘Quality management for organizational excellence’ (Pearson, 2014)

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2. Customer service strategy
Strategies
(what)
Actions
(how)
Priority
(L/M/
H)
Time
Frames
(when)
Performance
Indicators
(measurement
)
Using AI on the
official website
AI will give general answers to
the customers about the services
like cleaning, procedure, time
required rate, etc.
M 30-45
days
Average
handling
traffic
performance
indicator
Modifying call
center
departments
The company can insert rating
system, in which customer will
provide rating to call center
executives on the basis of the
quality of a call.
H 10-12
days
Customer on
call rating
indicator

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3. An email to the management team
From: [e-mail]
To: [e-mail]
Subject: Customer service strategy
Date: 14th June 2019
Hello members,
For improving the customer services, we will discuss strategies with you. These strategies
will enhance the performance of the customer service department. It is a request to you to
please add below schedule to your calendar.
Looking forward to your presence in the meeting.
Date: 27th June 2019
Time: 2:00PM to 2:30PM
Location: 308 room number
Attachment: Customer service strategy (explained in the previous part)
Thanks and Regards
Operational Manager

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4. Discussion with the management team
Importance of customer service:
Great customer service provides an extra benefit as compare to other competitors. It will
increase the satisfaction level of the customers and will help in building a strong relationship
with clients.
Implementation of customer service strategy:
Using artificial intelligence on the websites require a lot of space on the website, time and
other resources. The team needs to bring together the power of science, machine language,
and hybrid front ends.
In a customer rating system, the IT department needs to build voice interference or automated
voice calling, the voice call will send to the customer just after the call ends. If clients are not
satisfied with the information shared with them, they can rate the call accordingly3.
3Stuart Russell, Daniel Dewey, and Max Tegmark, ‘Research priorities for robust and beneficial artificial
intelligence’ (2015) 36(4) Ai Magazine 110-114.

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5. Review of client service strategy
Customer care officers needs to understand that they are the front-line employees of the
company because they directly interact with the clients and handle their queries. They need to
learn that customers are an important asset, if Ozhouse Clean fails to provide them admirable
services then customers will move to the other competitors immediately. The primary
purpose of the customer officer team is to handle customer query in a respectful and polite
manner.

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6. Take a screenshot of your folder and files
<Please add the screenshot of file and folder>

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7. An email to the management team
From: [e-mail]
To: [e-mail]
Date: 28th June 2019
Subject: Outcome of the meeting
Hello members,
Management of Ozhouse Clean has decided to take actions to improve the services
of the customer care officers. From the mid of July, the customer rating system will
be inserted and from the first week of August AI or chatbots will add in the official
website.
Attachment: Customer service strategy (explained in the previous part)
Thanks and Regards
Operational Manager
8.

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Assessment 3
Email 1:
Two issues are identified in this email.
 Time Variance.
 Erroneous details shared with the clients.
Time variance and knowledge gap of the customer service executive can potentially
become responsible for affecting the performance of the project. Customer (Jan Morrison)
sent an email to the customer care officer on 3rd February 2016 for inquiring about weekly
and fortnightly services. Customer care officer replied him on 6th February 2016 without
marking an apology note for giving a late reply or other specific reason for the late reply.
Furthermore, customer officer suggested customer to go with the weekly plan because
it will offer them 20% discount. Customer care officer shared incorrect details with the client;
he should suggest that if customer go with the fortnightly plan for minimum 6 months then
the customer will be entitled to additional 10% discount.