Enhancing Quality and Customer Service: A Comprehensive Action Plan

This report provides a detailed analysis of quality and customer service, focusing on developing a customer service plan, delivering services according to customer specifications, and handling complaints effectively. It begins by outlining a mission and vision for customer service excellence, emphasizing the importance of understanding and responding to customer needs. The report discusses methods for investigating and assessing customer needs, including analyzing existing data, conducting stakeholder interviews, and identifying factors influencing customer behavior. It also addresses legislative and regulatory requirements relevant to customer service, such as privacy acts and anti-discrimination laws. Furthermore, the report explores processes for investigating customer dissatisfaction, handling customer complaints, and improving the performance of delivery drivers. It concludes with recommendations for enhancing customer satisfaction through skilled professionals, regular surveys, and proactive issue resolution. This comprehensive approach aims to improve customer retention and increase sales through superior service quality.

Running head: QUALITY AND CUSTOMER SERVICE
Quality and Customer Service
Name of the Student
Name of the University
Author Note

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Task 1:
Developing customer service plan:
Mission:
From the beginning the organization is involved in delivering the best to its people. The
mission is to connect people all over the world in relation to their taste and references. To
maintain strong relations and bonding with the society.
Vision:
The vision is to “make this world a beautiful place to live in by achieving long-term
interests”.
Investigation and identification of customers’ needs and requirements:
i. For identifying the needs of customers it is important to investigate the existing data in
relation to the customer service representative department (Johannsen & Fill, 2014). It is
essential to review past surveys and call logs of the customer service representatives.
ii. Interviews needs to be conducted with the stakeholders for the purpose of investigating
into collective data.
iii. It is necessary to conduct interviews with the customers. In this regard, the customers can
openly discuss their issues and requirements.
Assessing customer needs:
In order to assess customer needs, it is important to identify the customers in regard to-
 Occupation

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 Age.
 Income.
 Gender.
In this context, it is important to assess the factors which are motivating them to buy and
restraining them from buying products and services. These factors generally includes-
 Family income and requirements.
 Workplace demands.
 Pressures in budget.
 Preference of a specific brand.
 Social obstacles.
Most of the time, it is essential to assess the shopping methods preferred by the customers
which could include-
 Buying from online stores.
 Buying from supermarkets.
However, while assessing the needs of the customers, it is important to consider their
spending habits as well, which includes-
 Their average income.
 The portion of their income spend on the products and services sold by the company.
 Their monthly budget.
Responding to the needs of customers:

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In order to respond to the needs of the customers effectively, it is important to be grateful
to the customers for their time and effort. Customers appreciate transparency (Askariazad &
Babakhani, 2015). Therefore, hiding facts and objectives will not prove to be fruitful. In order to
respond to the needs of the customers, honesty and transparency is required (Yilmaz, Varnali &
Kasnakoglu, 2016). Promises which cannot be kept should not be involved in business. It is
important to identify the real issue faced by the customers before responding to their needs.
Legislative and regulatory requirements:
In order to protect the interests of customer service a new Consumer Rights Bill is
proposed to be enacted in the next ten years. However, at present the legislative and regulatory
provisions relevant to customer service are-
a) The Privacy Act 1988.
b) Disability Services Act 1991.
c) Associations Incorporation Act 1991.
d) Trade Practice Act 1974.
e) Australian E-Commerce Best Practice Model.
f) Equal Opportunity Act.
g) Defamation laws.
h) Copyright Act.
i) Australian Government Policy Framework for Consumer Protection in Electronic
Commerce.
j) Anti-Discrimination laws.

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These legislative and regulatory provisions proved to be beneficial for the customers in
filing any complaint against the organization in cases when customer trust and loyalty is mislead.
Ensuring achievement of customer service:
In order to ensure customer service it is important to have adequate knowledge regarding
the nature of the product and services. It is important to show gratitude to remind the customers
that they had a memorable time while choosing the products and services (Gi Park, Kim &
O’Neill, 2014). The staff of the organization requires adequate training session regarding
interaction with the customers in a friendly manner (Faed et al., 2016). Therefore, it is important
to interact with the staff on regular basis and take reports that how they are involving themselves
towards customer satisfaction (Gi Park, Kim & O’Neill, 2014). If the customers are happy with
the overall services of the organization then it can be assured that 100% customer satisfaction is
achieved.
Action Plan to achieve product requirements:

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Figure 1: Processes in order to meet customer requirements.
Source: [Created by the Author].
Task 2:
Delivery of services according to customer specifications:
It is worth noting that customers in general provide specifications regarding a particular
product. When a customer patronizes the business of an organization for the first time, he takes a
major risk (Sikdar & Payyazhi, 2014). However, such customers would opt for other options if
these organizations continuously fail to deliver the quality and services as promised. In the
beginning, the customer is not aware of the quality of the product and services. However, he
must possess certain specifications about the offered products and services. In this regard, it is
noteworthy to mention here that if the specifications of the customers are met on first purchase,
then there is a possibility that he shall return (Alotaibi & Liu, 2014). However, if the products
CustomerSatisfactionSolvingdisputesRegularFeedbackCustomerRetentionUnderstandCustomers

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and services displayed are not according to his specifications, these customers will not provide a
second chance and shall select other alternatives. Consistency plays a significant role towards
customer loyalty (Faed, Hussain & Chang, 2014). In order to achieve consistency in business it is
important to gather knowledge regarding the services offered and how to deliver them (Alotaibi,
2016). If the products are offered and delivered efficiently then the customers shall maintain
their loyalty towards the organization. The description of a product should define the implied
promises associated with the products and services.
Processes investigating the cause of customer dissatisfaction:
 Assessing:
In the first stage, it is important to assess the nature and cause of the complaint regarding
the products and services. It is essential to develop clear understanding regarding the concerned
issue from the perspective of a customer (Kato & Schoenberg, 2014). Therefore effective
communication with the customer is important through telephone and emails.
 Investigation:
It is necessary to look into the relevant files and records including customer statements,
emails and call logs. Identification of the relevant areas of dispute is necessary that occurs
between the customers and the organization.
 Collecting evidence:
It is essential to show concern regarding incorrect information that often includes
incorrect computer data. The gaps existing between processes and policies require proper
identification (Vahlne & Johanson, 2017). The customer history should be kept in tract

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otherwise it can be confusing while referring to a different matter of same kind. The old versions
of policies should be replaced by new processes.
 Solving Mistakes:
On identifying a mistake, it is necessary to inform the required department. In the next
stage, the message should be conveyed to the appropriate customer service representative. It is
important to interact with the individuals involved in the issues regarding customer
dissatisfaction (Mitrega & Pfajfar, 2015). It is necessary to solve the problem in the early stage
however; in the future positive steps should be undertaken to avoid such problems.
Customer handling procedures:
In order to resolve customer issues, the procedures of handling customer complaints can
be emphasized as-
1) It is important to listen to the complaint carefully. At the end of the complaint it is
important to thank the customer for bringing the issue to the attention of the customer
service representative.
2) It is important to understand the problem. Therefore, it is important to note that the
complaint is regarding business, not personal. Hence, it is important to be helpful and
solve the issue with responsibility.
3) It is important to record the complaint for the purpose of quality assurance. In some
complaints, various changes need to be done. Customer representatives in this way can
rely upon past complaints in order to see that how it was resolved.
4) It is vital to make sure that the customer service representative is aware of the facts
regarding the complaint.

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5) Before resolving the issue, it is important to discuss it efficiently with the customer.
6) Promises that cannot be kept should not be delivered.
7) Complaints should not take a long time to get resolved.
8) The customer contract details should be recorded and followed up accordingly.
Performance of delivery drivers:
In recent era, the complexity of customer services has increased overtime. With increase
in customers’ demands and expectations, it has been difficult for the organizations to manage the
performance of customer service representatives (Tregear, 2015). It is not always possible to
keep records of the activities of these customer service representatives all the time. Therefore,
due to existing pressure, the employees often fail to deliver services on their part.
Actions for overcoming difficulties of delivery drivers:
 It is essential to make each and every experiences related to the customer equally good.
Understanding the expectations of the customers is one thing while implementing ideas to
fulfill them is entirely different. Therefore, it is important to deliver consistent customer
experience efficiently.
 Nowadays, every business depends upon modern technologies for effective functioning.
Hence, choosing the right technology will enhance better experiences.
 It is important to establish customer culture. Therefore, it is important on the part of the
delivery drivers to have appropriate knowledge regarding priorities of the customers. In
this regard, the rewards and recognitions based on new outcomes could be calculated.
 It is important to systemize customer feedback process. In this regard, the expectations of
the customers can be taken into account

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 It is important to identify customer behavioral patterns and therefore in this way customer
expectations can be evaluated. However, it is necessary to exceed them overtime.
Recommendations:
Evaluating customer satisfaction and resolving their issues is a major part of the job of
the customer service representatives. They engage themselves in various ways to understand the
needs and expectations of the customers. Hence, it can be recommended that skilled and
experienced customer professionals should be hired. Nowadays, organizations are investing on
customer services in order to improve business.
Task 3:
Ability to handle complaints:
In recent years, customers are in search of a speedy resolution. They expect that the
organization should remain active for 24/7 hours to resolve their issues. Therefore, the
complaints department should deal with customer complaints efficiently.
Complain handling time:
It is important on the part of the customer representatives, to inform the customer about
the time frame of resolution. However, it is essential to keep the customer updated regarding the
progress of the complaint resolution (Sharabi, 2014). Nowadays, organizations maintain the
customer complaint data for effective dispute resolution.
Identifying the issues of customers:

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It is necessary to identify the issues faced by the customers and resolve it as early as
possible. Therefore the issues of the customers should be given much importance and resolved
within the stipulated period.
Increasing customer satisfaction:
By conducting customer satisfaction surveys on a regular basis, the rate of customer
satisfaction can be generated (Hammer, 2015). However, the effective way to improve customer
satisfaction is to keep track n the customer service department.
Assisting colleague in improving customer service:
It is important to provide appropriate assistance to colleagues in order to improve
customer service.
Customer retention:
The rate of customer detention depends upon the quality of products and services
provided by the organization (Rosemann, 2014). Therefore, it is important to interact with the
customers on regular basis in relation to the products and services offered and while resolving
issues.
Sales:
The sales team on the day to day product and services offerings. Customers will not
adhere to a particular product for a long time (Trkman et al., 2015). Therefore, it is important
include new variants in order to increase sales.
Questionnaires for customer feedback:

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Are you happy with the products and services? Yes No
Are the Company service representatives well trained? Yes No
Are the staffs well behaved and helpful? Yes No
Are the customer service representatives following the professional standards of conduct? Yes No
Overall, are you satisfied with the company? Yes No
Customer feedback to improve products and services:
The preferences of the customers should be considered for the purpose of improving the
products and services. Customer satisfaction rates should be focused. It is important to build
customer loyalty. However, customers have various expectations, therefore, it is important to