Improving Customer Service: A Case Study on Innovative Widgets

This case study delves into the customer service operations of Innovative Widgets, examining their customer complaint policy, record-keeping procedures, and customer service charter. It analyzes a scenario involving customer complaints and declining sales, pinpointing issues such as rude staff and unmet promises. The report proposes strategies for improvement, including better handling of customer complaints, coaching for staff, and implementing KPIs to monitor performance. It further explores different customer types and suggests methods for customer retention and sales growth. The document provides a comprehensive analysis of customer service challenges and potential solutions within the context of Innovative Widgets. Desklib provides a platform for students to access past papers and solved assignments like this one.

Manage quality customer service
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Assessment 1
Innovative Widgets Customer complaints policy and procedure
Purpose: A customer service policy serves the same purpose that cans emphasis on the needs
and wants of the customer.
Scope: It covers the performance of sales department and department of customer service and
that deals with the complaints and issues by employee of innovative widgets.
Resources: Different plans and polices are framed and that can be implemented and can be
available to the company.
Relevant legislation etc.: Anti- discrimination Act.
Fair work Act
Updates /authorized: sales manager.
Customer Complaints resolution process
1. The foremost step is to direct the complaint that is grant the client the appropriate audience.
2. The customer should be listened and express their feelings to the company.
3. Questions of customers should be supported and it can be solved by the company.
4. Complaint of customer can be resolved in effective manner(Alkuwaiti, et. al., 2018).
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Innovative Widgets Recordkeeping policy and procedure
Purpose: It provides the framework for the implementation and maintenance of the system of
record management.
Scope: It consist of the different departments such as the customer services and sales
departments. The sales department includes the different process that leads to the profit.
Resources: Different policies and plans are to be created and the organization has to follow
those resources to achieve the goal.
Relevant legislation etc.: Different legislations are too followed in the organization. Such as
Equality Act that depicts that no employees should be discriminated on the basis of sex. Fair
Act, All employees should be treated fairly in the organization.
Updated /authorized: Departments are to be updated according to the rules and policies.
Recordkeeping process/es: It is necessary for the organization to maintain the proper data and
record so that they can easily track the information of customers. This process can be adopted at
all the levels in organization.
In the report, it is necessary to analyses the innovative widgets which are based on the customer.
It focuses on the customers that lead to the increase in the sales. In order to achieve the services
of the customer it is necessary to plan, they have to adopt the better process of communication
skills that helps them to work easily in the organization. They also set the different plans and
procedures with different legislations so that they can perform their work in effective manner. To
achieve the services of customers, the organization has to adopt the ethics and codes to work in
better manner. They should maintain the relations with the other parties such a stakeholder,
contractor, suppliers if there is good connection between them then organization can leads to the
profit and achieve the goal. They has to promote the services and products via promotion method
that consist of advertisement. By all this there can be better services of customer.
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Appendix 1: Customer Service plan template
Innovative Widgets Customer Service Charter
Our vision and mission:
It is the statement of the customer services that has to be delivered in the future. Innovative
widgets provide the satisfaction to the customers, services can be provided timely with
simplicity, integrity and passion.
To frame the vision it consists of goals, philosophies, and functions. The mission of innovative
widgets is to convey the passion for clients and to deliver the better services quality products.
Who are our customers
Our internal customers are: Our internal customers require:
The customers who are depended on the company. Services and detail information.
Good expectation
Our external customers are: Our external customers require:
Oversea customer Better services and products.
Traditional customer Good expectation.
We ‘ll give you what you need…… and more
We promise to deliver a widget that’s right for your needs:
The company promises to deliver the better services and good quality products and widgets that
provide the new ideas and innovation.
We promise to support you:
It promises to deliver the better quality products and widgets and make commitment also. Sell
the widgets at the cheaper price to maintain the projects within the budgets.
We ‘ve support our people to support you
In this organization they have to provide the standard quality products.
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Assessment 2
PART A
1. Review the information about innovative widgets that you gathered in
Assessment task 1
Innovative widgets emphasis on the customer and stress on the different elements and it is
essential to pay attention on the requirements of the customers. In the assessment it focus on
the Innovative Widgets Customer complaints policy and procedure and Innovative Widgets
Recordkeeping policy and procedure and Innovative Widgets Customer Service Charter. They
have their own roles and responsibilities. As the customers complaints focus on the complaints
of the customer and provide the remedy for them. In the process of record-keeping policy the
company has to maintain the data and records of the customers. In the customer service charter
they includes the types of customers and what services are provided to them.
2. Read the scenario provided in Appendix 1 of this task.
The scenario relates with the complaints of the customer. The manager observed that there is
decrease in the sales. For this they appoint the Mary to deal complaints of the customers. It
can be observed that Mary has been rude to their customers; she did not receive the phone
call of the customers and contravenes the policy of the company by not treating the
customer. It dissatisfies the customers by providing the wrong information.
3. Review the customer services call data in Appendix 2 and analyses data to identify
possible causes of customer service shortfalls.
In the Appendix 2 the data of customer service is provided. The first table provides the call
frequency per month which provides the details of number of calls that are received by the
company regarding the services. There is variation in the number of call; it can be more or
less. The company includes the different members that are employees, supervisor, and
officer. There can be shortfall in the customers if the company did not provides the better
quality services and the customer dissatisfy with their services (Tuntirattanasoontorn, 2018).
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4. Write a brief report to the board of innovative widgets to:
Introduction
This report deals with the management and development of team. It discuss the customer
complaint and evaluation of the customer services to identify the causes of the services of
customers.
Customer performance system is used to evaluate, control, and communicate the
performance of customer with their strategies. In organization, the customer service can be
measured with different aspects that are by estimating the satisfaction of customer that is
customer is satisfied with the services of the company. Secondly is the company provides
the response within the given time period.
There are different causes of the customer service that is not making the promises, if the
company promise to provide the type of services and they are not providing it , they
dissatisfy it. For example, in scenario the customer was promised to receive the products
within 3 days but he did not receive it and complaint to Mary. Rude staff, the cause is rude
staff as the Mary did not treat their customers in better manner that creates the problem for
them.
To solve the problem of the customers, they have to understand the view of customer. They
also have to identify the problem which was faced by the customer. Problem can be
analyzed and solution is to be implemented(Stephen, et. al., 2018).
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5. To: Yore mines co.
From: Customer
Date:
Subject: Resolve the misunderstanding
Respected sir,
With due respect, it has been stated that the customer has faced many problems regarding
the services of the company. He ordered the products but the company did not provide that
type of product and it did not serve within that period that causes problem to the yore.
It is suggested that the Mary has to ensure the policies and plans and resolved the
complaints of the yore. They are responsible for the execution of policy and also apply the
innovative widgets(Raleigh, 2018).
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Part B
1. Prepare to participate in a role-play Mary to address her performance issues:
As the manager of the organization, It is necessary to take the coaching session so that they
can listen the problems of the customers and also ask them different questions by asking
question, they can receive feedback easily.
Different questions are asked by the yore company to the Mary that why she is creating this
type of problem and not fulfill the wants of the customer and dissatisfying them in relation
to services (McGrath & Loper, 2018).
The organization received many complaints from the customers , so to handle this issues
there are different strategies that has to adopted that is the organization has to listen the
complaints of the customers and try to provide them solution. They acknowledge the
problem of the customers.
There are different types of customers such as loyal customers, these are less in numbers but
they helps to promote the sales that leads to they profit. Discount customers, these
customers visits frequently in the organization and they also receives the different offers
form the company. Need based customers, in this customers has to purchase the certain
items that can be used regularly.
Complaints of customers can be handled by listening their problems in relation to their
services and products. After listening their problems they empathize the position to maintain
the relationship between the customer and organization. Yore company offers the various
solution with substitutes to their customer so that they can handle problem easily. They can
execute the solution and provide the alternate remedies to them.
It is the accountability of coaches to ensure the detailed and systemeatic method of record
keeping. If this procedure is followed then the employees adhere to policies and standards .
it is necessary for the company to maintain the record so that a proper data can be
maintained(Duncan, 2019).
2. Coaching role –play
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Role –play includes the two or more individual who act their and responsibilities. By
providing the coaching to the individual the individual and worker determine the situation ,
to initiate the process, the company can gather the employees together and starts the
discussion and solve the issues.
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Assessment 3
1. There are different set of KPI that helps the customers for the innovative widgets.
They have to address the different issues such as in case of:
Call: They have to receive the call within the given time period the time must be set by the
company only.
Organizational procedures: It is the responsibility of the leader to review the procedures
every month. The complaints of the customer has to be evaluated within the given time
period.
Identify the issues of customer: To determine the issues of the customer they have to do
market research and also interview the different people and investigate the gaps of customer
service to improve the satisfaction of customer.
Assist the team managers to improve the services of customer: The executives of the
company provide the coaching, training and also support their services to improve the
quality of the products.
Assisting internal customers: It is the duty of the executive to provide the guidelines to
employees and help the team to provide the different types of services to their customers ( de
Mingo, et. al., 2018).
Customer retention: To retain the customers, it is essential to promote the business and
provide the discount, bonus, membership to the customers.
Sales: In the organization, sales can be increased by adopting the different polices and
strategies. The organization has to:
 Provide the better standard services and products to their customers.
 Communication process should be easy so that they can communicate in better
manner.
 Competitive process is to be given.
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Ability to handle the complaints: To handle the complaints, the organization has to
improve the knowledge and skill and also their negotiation skills.
Ability to record and store customer information: the organization should have ability to
record the data and also saves the all details of the customer.
Customer satisfaction: In the organization, customer can be satisfied if they receive the
services and products according to their demands and wants.
2. KPI’s performance helps the workers to know their performance that what work are
carried by them, and if any training and development must be required by them then they
have to provide the training and development to attain the goals of the organization. The
company should focus on the objectives and that objectives should be fulfilled by the
workers.
3. In order to receive the feedback in the organization, the manager has to plan and frame
the different questionnaires and that should be related to the quality and performance of the
services. For example, the quality of the product which type of product is provided by the
organization. The questionnaires are filled by the respondents and then the organization
receives feedback.
4. To know the performance of the employee and the details of the customer, there should be
meeting of the owner with their manager, so that they can discuss each and every issue in
relation to the customers and receives the data of employees and feedback from customers
(Bahall, 2018).
5. The different solutions are provided to the customer in case of disputes or complaints.
The manager of the organization tries to analyses the problem of customer. They also make
the different departments so that every customer solve their problem within the own
department.
6. There are different trends and issues in relation to the customers, there is shift in the
priorities and expectations of the customer in this case the manager has to records the needs
of the different consumers what they want and then they can analyses their expectations and
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priorities. The issue is regarding the different channels that organizations’ should comply
they include the suppliers, contractors and managers have to identify their needs and wants.
7. In the case of innovative widgets the organization focuses on the customer problem. To
improve the services of the customer, the organization has to collect the feedback form
different respondents so that they can easily analyses the problem. Secondly they have to
identify the current trend of market that what are the trends that are followed by the
customers. they have to analyses the competitors in the market and fix the prices according
to their need and requirement . They have to frame the market research and analyses that
research to obtain the correct data. In order to solve their problem they have to determine
the cause and effect of the problem. To manage the services of customers and relationship
there should be proper communication in the organization. The organization should provide
the better quality products within the proper time period. They also have to adopt the
technology according to the trends so that they can fulfill in better manner.
References
 Alkuwaiti, A., Maruthamuthu, T., & Akgun, S. (2018). Factors associated with the
quality of outpatient service: The application of factor analysis–A case
study. International Journal of Healthcare Management, 1-6.
 Bahall, M. (2018). Health services in Trinidad: throughput, throughput challenges, and
the impact of a throughput intervention on overcrowding in a public health
institution. BMC health services research, 18(1), 129.
 de Mingo, A. C., & Cerrillo-i-Martínez, A. (2018). Improving records management to
promote transparency and prevent corruption. International Journal of Information
Management, 38(1), 256-261.
 Duncan, T. (2019). Records and Information Management Program 2014. Policy, (1).
 McGrath, E., & Loper, K. (2018). Quality Management. In Establishing a Hematopoietic
Stem Cell Transplantation Unit(pp. 219-230). Springer, Cham.
 Raleigh, G. G. (2018). U.S. Patent No. 9,942,796. Washington, DC: U.S. Patent and
Trademark Office.
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 Stephen, I. A., Mary, I. O., Oluremi, O. A., William, A. A., & Ayodele, O. M. (2018).
EXAMINING THE RELATIONSHIP BETWEEN TACIT KNOWLEDGE OF
INDIVIDUALS AND CUSTOMER SATISFACTION. Academy of Entrepreneurship
Journal, 24(1).
 Tuntirattanasoontorn, N. (2018). Service quality improvement in the Thai hotel
industry. AU Journal of Management, 6(1), 24-37.
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