Customer Service Strategy Implementation Plan: A Comprehensive Project

Desklib provides past papers and solved assignments for students. This project focuses on implementing effective customer service strategies.

Coordinate Implementation of Customer Service
Strategies
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Table of Contents
Assessment Task 1: Written Questions.........................................................................................3
Assessment Task 2: CASE STUDIES.........................................................................................11
Case study 1............................................................................................................................11
CASE STUDY 2 - LBN 12 MONTHS ON.................................................................................14
Assessment Task 3: PROJECT..................................................................................................16
Part A: Identify the needs and priorities of the organisation in delivering services to customers
.................................................................................................................................................16
Part B: Review customer satisfaction Review customer satisfaction.......................................18
Part C: Write a report to the business owner/manager............................................................26
Assessment Task 4: ROLE PLAY...............................................................................................27
Part B.......................................................................................................................................27
References..................................................................................................................................29
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Assessment Task 1: Written Questions
Question 1
List three strategies you might use to identify your customers’ needs.
Market research:-
Market research is the planning or we can say analysing the data required for the market
decision making. For identifying the customer needs one should focus on market research. It
does not only help in identifying customer needs but also helps in who are they. By knowing
the current market scenario one get to know about the trending needs of the customer.
Using social media:-
By the use of social media it’s easy to know about what is trending in the current market
scenario and by the use of this Customer, needs can be identified.
Customer relationship management:-
By using this strategy one can get into customer needs. By analysing the data in this
management process one can build a picture of customer needs.
Question 2
Describe the RATER model of customer service and how it should be used.
RATER model helps in advance in a commercial business by the giving information regarding
what customer actually wants and what services they want to buy. We can easily measure
customer expectation through this model. It was given by Valarie Zenithal, A. Parasuraman
and Leonard Berry for the quality of service. The organization can use this model in order to
get individual services or for the improvement of their products. It should be used in a proper
way so that it may help an organization in getting good feedback from customers.
Question 3
What is meant by the ‘principles of customer service’?
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The major key of good customer services is to build a good relationship with customers by
greeting them by giving them a positive attitude. The principle of customer service directly
relates to the frank environment which ensures a great impression on customers.
Question 4
What is meant by ‘best practice’?
It is a method or a practice which shows the result in a good way with consistency in a field of
commitment. And in another word, it is a procedure or a technique which is considered in a
better way as compared with another alternative because it is having a standard way of doing
this.
Question 5
a. What are product standards?
Product standards basically relate to that meaning which clearly shows the efficient
manufacturing of that product which does not harm any customers or con summers. Product
standard shows the standardization of any product that it can fulfil the customer needs and
purpose. It works on not only product purpose but also focuses on the concern of not to harm
any consumer.
b. What role does the Australian Competition and Consumer Commission (ACCC) play in
product standards in Australia?
The role of the Australian Competition and Consumer Commission (ACCC) is to ensure that
every practice which is going in the competitive business for the improvement of consumer
welfare. It helps in maintaining and promoting competition in the market. And also works as a
remedy for market failure. It helps in improving the engagement with broad groups. And it also
helps in the safety of the consumers.
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Question 6
What are service standards?
Service standard plays an important role in the field of management it helps in defining the
status of a customer that what actually customer expect from services and the way of
delivering the service by the service provider. Basically, it specifies the requirements of the
customer which should be fulfilled by the services to establish its perfectness for the purpose.
It helps in handling customer complaints which will lead to the company welfare. It is not only
important for customers but also important for employees. It can easily define the status of the
customer.
Question 7
List four individuals or groups that you may need to consult with regarding the development of
new customer service strategies.
1. Manager: - by developing new strategies one need to have a concern for the level of
services provided by the customers which are known by the manager.
2. Technical manager:- technical manager can easily help in developing strategies in
regards to the technical department.
3. Team leader: - team leader helps in building a new role for the employers or guiding
them for new roles.
4. Marketing manager:- marketing manager helps in developing new strategies because
they know about the customer needs and services.
Question 8
List two types of verifiable evidence that might be used to review the success of a new customer
service strategy.
1. Customer satisfaction score (CSAT):- In this method customer gives their rating in
accordance with the business services. And the score of CSAT will be the average
response of the rates.
2. Customer satisfaction survey:- in this data is to be collected on behalf of customer
happiness. It basically tells how much customer satisfies from the services given by an
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organization.
Question 9
Read the following customer complaints and write in dot point form what procedure/actions
could be followed or taken to resolve them.
A customer buys a product online. It arrives at their home damaged. They try to return it
to the store. The sales assistant refuses the swap and says its returns have to be done
through the online store. The customer gets angry – they called the online store who
said to return the item to the physical store.
1. First of all, the customer needs to contact the customer care of that particular online
store.
2. After that, the customer should write to complain regarding that damaged.
3. After getting any response from the company or store one need to return that product to
the online store.
4. From that online store, it goes to the physical store.
5. Then the product gets dispatched from a physical store and money will be transferred to
an account.
Many customers have complained about the telephone customer service at your
business. They could not get through for two hours to ask about a product recall. When
they finally got through, they were told to leave their details – there were only two
people working on the phones and they could not keep up with the call volume.
In that situation, there is a need to increase the number of customer supportive executive. and
every call should get automated.
Jeremy is 15 years old. He emails your workplace to complain about access. He uses a
wheelchair and there is no outside ramp access. He managed to get lifted into the store
by his family, but when he got inside he could not navigate some of the aisles due to
them being too narrow. Some aisles also had products and boxes lying on the floor,
which made it difficult for him to move around. He says that none of the staff made an
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attempt to move anything – his parents had to move things out of the way.
In this particular case, the company should hire a new staff for specific helping work. So that
people like Jeremy would not get in any trouble regarding this type of issue. And monitoring and
guidance should be provided to those staff members. And the company should also plan for
developing a new ramp to be installed.
Question 10
a) Why is it important to tell your staff about these changes?
It is necessary to inform staff members regarding these changes so that they get to know
about the transition held in a company and also they can help those customers who are
disabled and not able to walk.
b) Who else do you need to inform about these changes?
There is a need to inform the manager and the team leader about these changes.
c). Do you think you should contact Jeremy? Explain your answer.
Yes, there is a need to inform Jeremy as well because if in future he needs any help, then he
may directly contact to the staff members.
d). Write a short letter of no more than two paragraphs to Jeremy, explaining the changes that
have been made at the workplace. Remember to be respectful and sensitive at all times.
After hearing your incident there are some of the changes have been made in our
organization regarding safeties of those people who cannot able to walk. And there are
changes made for disabled access to our workplace.
We have made a ramp and have also drawn up some plans to move the aisles and stock
around to help wheelchair and mobility vehicle users get around. we have also created a new
procedure so staff understand to assist customers with disabilities in a sensitive and
respectful manner
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Question 11
What things would you need to include in an implementation schedule when making your
workplace more accessible to those who are disabled?
Think about the following in your answer:
▪ having the ramp fitted
▪ moving the aisles
▪ Moving stock
▪ When these activities are best done
▪ Consideration of your workplace’s needs and priorities
▪ How to reduce customer inconvenience
To make our organization more accessible there is need to also think about disabled people.
There are some of the things included in our organization those are:-
Ramp to be installed for a people who use a wheelchair, also increased staff members in that.
There are new stocks are introduced for the welfare of those people. When these activities are
perfectly done it leads to a good position and status for that company.
Question 12
Describe two strategies you could use to establish rapport and build relationships with clients.
1. Find a common interest: - Finding a common interest is the best way to start a pure
relation.
2. Share values and respect: - By doing respectful greetings, the customer will feel good
and satisfied.
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Question 13
How can you compare changes in customer service satisfaction after implementing a new
strategy or system?
By doing a customer satisfaction survey its easy to compare the changes in customer service
satisfaction after implementing a new strategy or system. Or by focuses on the rating of the
customers.
Question 14
What can you do to make sure customer documentation/records are kept up to date to help you
track customer service satisfaction?
 Hiring the employee specifically for the purpose of cross-checking the information
updating.
 By making the process of update of information automatically.
 By regular inspection in the customer service department.
Question 15
a) Research the Internet and find a customer service standard/policy for a large company.
Describe the values of the company in regards to customer service delivery and customer
relationships
 The customer service executives should not abuse the customer.
 No information is leaked to the other customer.
 Proper guidance to the customer.
 Always greet the customer.
b) What does the customer service standard state it will do in the event of a customer
complaint?
 The customer support executive will analyse the complaint
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 Check the details
 Provide them with the solution.
 Take them in confidence.
Question 16
What should a staff member do to encourage their colleagues to consistently follow customer
service standards in the workplace? Why is it important to do this?
Recommendations:
 Take regular training sessions
 Explain to them the advantages of following the standards of the customer service
 By providing them with incentives.
Necessity:
 To maintain the quality in work
 To provide customer satisfaction
 To improve the image of the company & the service provided them.
Question 17
Why is important to make sure that everyone is aware of changes to customer service policies,
systems and/or procedures as soon as possible
 To avoid any type of conflict between the client & the customer support executive
 To prevent confusions in the mind of the customers regarding the services
 To make the customer support executives aware of the policies.
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Assessment Task 2: CASE STUDIES
Case study 1
1. List two sources you could use to find out your customers’ needs.
Social listening:- By the use of social listening LBN can easily get to know about the reason
for dropping off their sales. As socially LBN can get reviews about their goods and services so
it is easier to compare the product quality and all.
Anticipating customer needs by concentrating on feedback: - For any business to
develop in a way which attracts the new customer which only be possible by the source of
meeting customer needs. As once LBN gets to know about what customer actually needs its
more easy for them to increase their sales profit. LBN should focus on the feedback of past
and present and should compare and to find out what is lacking in that.
2. Review each piece of feedback and for each one write down what the issues were for each
customer.
FEEDBACK 1:- In feedback 1, the customer wanted to buy a computer for gaming purpose.
But he does not satisfy our sales person because of the communication gap. The salesperson
was unable to deliver his presentation properly by this customer get to know that this
computer is not the one which I am looking for. The customer doesn’t believe in buying a
product online.
FEEDBACK 2:- In this feedback, the problem of the customer was that he was unable to get
in touch with our customer care member so due to late delivery of product he has decided
that he doesn’t want to come to LBN again.
FEEDBACK 3:- In feedback 3 customers have a problem of not getting any discount from the
company after spending lots of money so due to lack of discounts he was more interested in
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