West Dealership Melbourne Car World Customer Service Report

This report focuses on improving customer service at the West Dealership of Melbourne Car World. It analyzes current customer service practices, highlighting areas needing improvement, such as after-sale services, customer inquiry desks, and customer safety. The report proposes specific changes, including offering discounted vehicle services, providing comprehensive information at the inquiry desk, and offering safety education. The analysis examines the impact of customer service on sales, budget allocation, and overall customer satisfaction. The report emphasizes the importance of customer service in maintaining customer relationships, building a positive brand image, and achieving business success. The budget for the second quarter is proposed to focus on customer service improvements rather than just discounts and product promotion.

Running head: CUSTOMER SERVICE
Implementing Customer Service
Name
Institution Affiliation
Date

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Introduction
Profit making may be the core responsibility of any given business venture, but it is the
customer service that guarantees the survival and thriving of any given business. For this reason,
the West Dealership of Melbourne Car World puts customer service at the top of the pecking
order of how we conduct our business (Orel & Kara, 2014). Our success in this industry has
mainly been attributed to the fact that we always strive to ensure that the customers who get
services from us will always have another reason to have a second visit after their first
experience
It is for this reason that we always make an effort to improve the customer service
standards every time that we think it would be necessary to improve the services that we provide
to our customers (Pan & Nguyen, 2015). The reports that we have received at the end of the just
concluded first quarter of the financial year indicates that there are improvements that need to be
made. As a result, I have reviewed some of the key areas that we need to focus on, and I have
decided to come up with various changes that should be implemented to improve customer
service standard here at the West Dealership of Melbourne Car World.
There are three key areas of customer service that I have keenly looked at and will be
areas of improvement that we will shift all our focus to. These three areas form the pillar of
customer service that if we implement, we will have an easy ride in this company
 After sale customer service
 Customer inquiry service desk
 Customer safety

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I have come up with comprehensive coverage on the specific requirements in this area that
should be improved, and I have also clarified the importance of implementing this improvement
After Sale Customer Service
Our main intention is to ensure that the relationship between our customers and this company
does not come to an end immediately the customer acquired the products that we sell. We have
to ensure that even after we are done dealing with the sales, we extend other services to our
customers and make them come back for more (Shi & He, 2014). To achieve this, I have decided
that this company will offer motor vehicle services for all the vehicles that have been bought
from us at a lower price. By doing this, we intend to attract more customers to buy cars from us,
and at the same time, we will ensure that we improve customer loyalty and make a profit which
is the main reason for the existence of the West Dealership of Melbourne Car World.
Customer Inquiry Service Desk
We currently have a customer service desk that if fully operational to ensure that that
information about the prices of the cars that we offer is there. According to the review that I have
carried concerning this particular service, its efficiency does not guarantee the customer the
satisfaction that we intend to provide for them (Witell et al., 2015). As I stated in the introduction
of this presentation, we are here not for business only and only mentioning the prices of the cars
in the inquiry desk only shows that our main concern is to do business. I have come up with
improvement on the customer inquiry service desk where our customers will get all the
information that they need not just the price (Jahanshani et al., 2014). This improvement intends
to provide expert information to the customer about the suitable car according to their needs.

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There are customers who set foot in our show rooms with no clue about what they want, the
customer inquiry service desk will step in, not to convince them but to guide them.
Customer Safety
Providing safety tips and other road safety requirement may not be the responsibility of a car
dealer like this company, but it will put up a step ahead if we strive to improve safety for our
customers (Bansal & Taylor, 2015). This service is under after sale services, but it specifically
deals with the safety of the customers. We intend to provide customer service through providing
them with safety education and other safety tools. This will make them feel like we do care for
them and they are a part of this company.
The Analysis of The Customer Service
A close look at the performance of the customer service of this company indicates that the
company customer service is not efficient. Generally, if we compare the efforts that have been
put in the customer service standards to improve the sales of the company, there are no direct
results to indicate that the efforts are beneficial (Goetsch & Davis, 2014). The budget for the
company is lower compared to the actual expenditure of the company. The sales of the company
are also lower showing that there might be a possibility of customer dissatisfaction that causes
the low sales.
The Importance of Meeting Customer Service
The main importance of meeting the required customer service standards by any given
company is to ensure that the company maintains a good relationship with its customers and
paint a good picture for itself. The importance of this good image from the outside acts as a point
of sale for the company to beat the competition and improve the sales. The main reason that

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makes it important for this company to ensure that it sells well in the market is to paint a good
picture of itself to the customers through the standard methods of providing customer service and
also coming up with new creative ways of improving its services that will distinguish it from
other companies. Therefore, it is very important for this company to consider the implementation
of this element to improve on service delivery. A good example of the three improvements that I
have put forward is the issue of after sale services. These services will ensure that the needs of
the customers are taken care of, and also, most importantly, there is more profit that should be
made through providing such services.
Team Budget for The Second Quarter of The Financial Year
For the second quarter of the financial year, the company budgets to spend more on the
improvement of some of the aspects of good customer service. Discounts and product promotion
are what dominated in the budget of the first quarter of the financial year. The company spent a
lot of its budget focusing on this particular aspect. As a result, the company spent a lot of money,
and in return, it didn’t make much profit. The budget in the second quarter will focus on other
customer services for example after sales services to improve the sales and also enhance the
standards of customer services. Another service that will be budgeted for is to improvement of
customer care service is improvement of the safety of the customer who buys products from this
company
Conclusion
There is a big relationship between the performance of a given company and the way that
company relates to its customers (Blut et a., 2015). For this reason, putting the need of the
customers should be a priority for it influences the performance as seen in the analysis of the

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financial budget of the 1 first quarter of the financial year. Taking a look at some of the details in
the budget, we come to find out that the poor customer service result is the main reason why
there are few sales from the company. In conclusion, customer service is the pillar of any
company that will ensure that the company shapes itself in a different way from other companies.

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