Ozhouse Clean: Customer Service Strategy Report - BSBCUS501

This report, prepared for Ozhouse Clean, details a customer service strategy, adhering to the BSBCUS501 unit requirements. It begins with a regulation report referencing the Fair Work Act 2009 and ACCC guidelines, highlighting their impact on customer service. The report then outlines a customer service strategy, including actions, priorities, timeframes, and performance indicators. An email to the management team is included, proposing strategies for improvement and scheduling a meeting. The importance of customer service is discussed, emphasizing customer retention and enhanced company value. Strategies for improvement involve employee training, a 24-hour response policy, and website optimization. The report also reviews the customer service strategy, offering performance indicators and includes screenshots of files and folders. Finally, another email to the management team summarizes the meeting's outcomes, emphasizing the implementation of new customer service rules, including a rating system and response time improvements. The report concludes with a bibliography of cited sources.

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

Manage Customer Quality Service 2
Student Details
Table of Contents
Assessment 2..............................................................................................................................3
1. Regulation report.............................................................................................................3
2. Customer service strategy...............................................................................................5
3. An email to the management team..................................................................................7
4. Meeting with the management team...............................................................................8
Importance of customer service:........................................................................................8
Strategies for improving customer service:........................................................................8
Mission:..............................................................................................................................8
Cost, quality and time specification:..................................................................................8
5. Review of customer service strategy.............................................................................10
6. Screenshot of files and folder........................................................................................11
7. An email to the management team................................................................................12
Bibliography.............................................................................................................................13

Manage Customer Quality Service 3
Assessment 2
1. Regulation report
Fair Work Act 2009 contains requirements that cleaning agencies and companies have to
follow in order to develop their customer service strategy. This legislation also covers the
basic guidelines regarding the tender and contract policies of the cleaning houses. These legal
guidelines bring many benefits for the company employees because their fix rate is decided
with various other benefits (Harris, 2017).
Ozhouse Clean have to abide by the ACCC legal conditions and if any consumer faces
any misconduct from the company then they report issues to the legal authorities under the
right of ACCC. ACCC marked consumer guarantees on products and services, it means
product or services should be matched with the details provided by the seller. According to
law, the customer can demand a refund or replacement of the product. This law helps the
company in developing effective customer service strategies.
Customer strategies by other companies:
In order to provide excellent customer services, many companies tend to hire
experienced employees because appointing skillful employees is counted as an excellent way
of enhancing customer services. Experienced or skillful employees know how to handle
customer feedback, behavior, challenges, etc. Customer services enhance when an employee
tries to solve the problem of customers in the first interaction.
Improving call center support is another way adopted by the companies for enhancing the
customer service experience. Here, is a condition that customer service agents should well be
educated with the process knowledge. Agents should also suggest best plans to the customer
after analysing their demand (LOTICH, 2016).
Customer expectations from clean services:
In terms of quality, customer excepts that the companies which provide the cleaning
services should use non-toxic and environmental friendly products. They except that
technicians should use gloves and face covering mask while performing their cleaning task.
In terms of area, generally, customers except that one package will include that complete
apartment clean-up which includes bathrooms, bedrooms, dining area, and kitchen. This is

Manage Customer Quality Service 4
the basic expectation of the clients but customer services agent should clearly mark each and
every detail of the package before taking payment and appointment from the clients.
In terms of price, clients always except for complimentary services, discounts,
minimum rates, etc. The customer always focuses on keeping their cost low with excellent
services. However, all the details regarding the price of services should be clearly mentioned
to the clients.
It is counted in excellent customer service when all the queries and responses of the
customers are answered as early as possible. After registering the query, customer excepts to
call back from the team between 4 to 24 hours in general. Service department should respond
to the customer as soon as the customer enters his query (Tsernov, 2019).

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2. Customer service strategy
Strategies
(what)
Actions
(how)
Priorit
y
(L/M/
H)
Time
Frame
s
(when)
Performance
Indicators
(measurement
)
Enhance the
knowledge of
the call center
employee
-Training sessions should be
conducted for this purpose.
-Keep a manual on the desk of the
employees, manual should include
rules, regulation, procedure, and
policies regarding the customer.
High
priority
task.
7 Days
training
Insert,
customer
rating system
in which
customer will
rate the
quality of the
call among 1
to 5 stars.
24 hours
response
strategy:
Team of
Ozhouse
Clean will
response in 24
hours
All the query of the customer will be
answered in the 24 hours. Select
those customer service employees
who are comfortable working on
weekdays.
Mediu
m
10 days Time
performance
indicator will
help in
measuring
performance.
Make the
website and
mobile
application
more
fascinating
In order to gain customer attraction,
management should make a website
and mobile application more
attractive by using design filters.
Search engine optimization
techniques can help the website, in
ranking up.
High 30
Days
KPI (Key
performance
indicator)

Manage Customer Quality Service 6
3. An email to the management team
From: [e-mail]
To: [e-mail]
Subject: Customer service strategy
Date: 14th June 2019
Hello Team,
Strategies for improving customer services are recommended in the attachment. These are
strategies that can enhance the customer service experience. Excellent customer services
strategies primarily focus on improving response timing, query handle, and exceeding the
expectations of the customers.
This is the invitation to you for a formal meeting, schedule on date 25th June 2019 at 3:00 PM
to 3:30 PM. In this meeting, important objectives and strategies regarding the improvement
of customer services will be discussed. Many other ideas will be explored in this meeting for
enhancing the customer experience.
Looking forward to your presence in the meeting.
Date: 25th June 2019
Time: 3:00PM to 3:30PM
Location: Conference room number 4
Attachment: Customer service strategy (explained in the previous part)
Thanks and Regards

Manage Customer Quality Service 7
Operational Manager
4. Meeting with the management team
Importance of customer service:
 Retain customers:
Keeping loyal and old customers is less costly than bringing a new customer in the
business. Excellent customer services help the management in retaining old customers
and attracting a new customer base.
 Enhances values:
It also enhances the value of the company in the market because highly satisfied
customers mark positive reviews about the company and they also recommend the
services to the other people.
 Legislation policy of guided ACCC will be applicable in proving excellent customer
service. These policies include “The Privacy Act, 1988” and “Fair Work Act 2009”.
Strategies for improving customer service:
 24-hour responsive technique:
In this, the customer care executive should answer to the emails or calls by the
customer in between the 24 hours. This will show the responsive behavior of the call
center agents. A special team will set for answering customer calls and emails on
week holidays (Harris, 2017).
 Improving knowledge of the employees:When the knowledge of the call center will
more be improved then he/she will be able to suggest more suitable options for the
customers.
 Design website and mobile application more creatively:
Adding creative designs and methods to the online sites will able to fascinate the
interest of the customers more quickly.
Mission:
The mission of the company is to establish as a well-known brand among the cleaning
services sector in Melbourne.

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Cost, quality and time specification:
These three are the value of goods or services that customer aspects to get before seeking or
availing services. These are the three specifications which add value to the company.
Adopting a customer service strategy will increase the cost in the short run but it will be a
benefit in the long run of the company. Customer expects to get supreme quality goods or
services in minimum price.

Manage Customer Quality Service 9
5. Review of customer service strategy
Employees need to understand the goal and mission of the company related to customer
service. Ozhouse Clean need to communicate with their employees about their goal of
providing excellent customer service in the market. 3 strategies for enhancing customer
service is explained in the strategy template. These strategies succour the employees in
providing excellent client services or their customer hospitality will be improved. New rating
system performance indicator can be beneficial in analysing the performance of employees
and the satisfactory level of the customer after talking with the employee. These 3 strategies
have their own different-different performance indicators.

Manage Customer Quality Service 10
6. Screenshot of files and folder
<Insert the screenshot of files and folder>

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7. An email to the management team
From: [e-mail]
To: [e-mail]
Date: 15th June, 2019
Subject: Outcome of the meeting
Hello team,
Management of Ozhouse Clean has decided to implement new rules in order to improve
customer service. According to the new rules, now the customer will give rating (1 to 5) to
the call centre agents based upon their quality of handling calls. From now onwards, all the
emails or call back query of the customer should be answered before 24 hours. A separate
team will be formed, this team will work on week holidays in order to provide an effective
response to the customers.
In this meeting, management has decided to provide a session to all customer care employee.
This session will cover a brief description of the product and services of the company. All the
changes will be implemented in the next four weeks.
Thanks and Regards
Operational Manager

Manage Customer Quality Service 12
Bibliography
Harris, D. (2017, 09 26). Definition of a Customer Service Strategy. Retrieved 06 20, 2019,
from bizfluent.com: https://bizfluent.com/facts-6816102-definition-customer-service-
strategy.html
LOTICH, P. (2016, 12 14). 7 Steps to Creating a Customer Service Strategy. Retrieved 06
20, 2019, from thethrivingsmallbusiness:
https://thethrivingsmallbusiness.com/customer-service-strategy/
Tsernov, K. (2019, 06 20). 4 Reasons Your Customer Service Strategy Isn’t Working.
Retrieved 06 20, 2019, from www.qminder.com: https://www.qminder.com/customer-
service-strategy-not-working/