BSBCUS501: Customer Service Improvement Report for BizOps Enterprises

This report focuses on improving customer relations and operational efficiency at BizOps Enterprises, addressing declining demand. It identifies two main issues: a slow dispatch process and low employee satisfaction, leading to customer complaints. The report details an investigation process, including analyzing the dispatch workflow and conducting employee surveys and exit interviews. Recommendations include training supply chain executives, implementing employee motivation techniques, and retaining customer feedback records. The goal is to boost sales and ensure both customer and employee satisfaction for the organization's success. The report concludes that customer satisfaction is critical for organizational success.

Task 4

Overview/introduction
The aim of this report is to improve the customer relations that can that further improve the BizOps
operational efficiency. This report outlines the two main issues faced by the customer that is leading in
the demand depletion. The paper also details the process that has to be followed to investigate and
address the identified issues. The suggestions are highlighted that can help improve the customer
relationship at BizOps.
Background/issues to be addressed (a)
According to the case study, the demand for BizOps products have come down thereby affecting the
overall sales income negatively. This problem needs to be rectified as the organization shall start running
into losses as well as the relationship with customers shall be ruined. The two issues identified in the
customer service system are: Slow dispatch process and low satisfaction among employees.
Key points (b)
The first problem is slow dispatch process. This problem was further investigated as BizOps guarantees
‘same day dispatch’ if the customers place an order before 3pm. On an average, two complaints are
received every week where the customers complain about untimely dispatch of their ordered products.
To address the above issue, I would investigate the reason for an untimely dispatch of goods by
enquiring from every service executive involved in the dispatch process.
The second problem identified as the unsatisfied customers. It is analysed that the customers are
unsatisfied with the products as the company is selling low quality products. Moreover, the customers
complained of not being able to speak to the same sales executive. It is analysed that the rate of
employee turnover is high. I would conduct an exit interview and a survey for the present employees to
know the reason of them leaving the organization.
Ideas for Improvement (c)
To address the issue of slow dispatch process, the supply chain executive shall be approached. He needs
to train the department managers well so that they are aware of the product range and the place it is
kept. This can help in increasing the speed of dispatch process.
The second problem faced is the satisfaction level of the customers as they are not able to build a good
communication relationship with the company. They need to consult with the employees for this
purpose. BizOps needs to introduce motivation techniques through monetary and non-monetary modes
such as bonuses and appreciation. This can improve the morale of employees and retain them in the
organization. Therefore, the customers can speak about their problems to the same executives without
having to explain the same issue again.

Records to be retained (d)
As each system problem is resolved, I shall retain the Customer Feedback form that can be filled by
them online. Also, the Employee records shall be retained to check the term served by every employee.
Conclusion/recommendations
It can be concluded that customer satisfaction is a critical factor in the organizational success. The sales
of BizOps can only boost if both customers and employees of the firm are happy.