Ozhouse Clean: Analysis and Development of a Customer Service Strategy

This report outlines a customer service strategy for Ozhouse Clean, a Melbourne-based cleaning service. It analyzes the company's current service delivery in relation to quality and delivery standards, identifying areas for improvement such as staff training, customer feedback mechanisms, and consistency in service quality. The strategy draws inspiration from successful Australian companies known for their customer service, suggesting approaches like prompt responses, polite communication, and effective complaint handling. The report also addresses customer inquiries, emphasizing the importance of politeness, professionalism, and responsiveness in all interactions. Key aspects of the proposed strategy include a customer service charter, clear communication in promotional materials, and guidelines for handling difficult customers. The report concludes by highlighting the importance of maintaining confidentiality and providing feedback to management.

Diploma of Business Administration 1
DIPLOMA OF BUSINESS ADMINISTRATION
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Diploma of Business Administration 2
Assessment Task 2
a. Analysis of the delivery of company services according to quality and delivery standards
Based in Melbourne, OZ house is a cleaning service that provides professional home
cleaning and spring cleaning services. The company has its vision, mission, and values that guide
its quality service and its growth strategies. The company has responsible care on its significance
customers. Its objectives include, clients, increase by 10% on a yearly basis, exceeding customer
expiations, provision of quality services that are friendly to the customers, and best practice
implementation in their operations. Most services are provided to busy customers while the other
few are from commercial contracts. Pricing starts from $35 per hour and all in all there is a need
for customer service strategy development in most areas. Some of these areas include staff
training where customer service is not part of the training. The company should ensure that it
abides to the commonwealth cleaning services guidelines in its delivery of services (Roberts,
2016).
A mechanism of customer feedback is also another area. Consistency in the quality
services is also an area that needs to be dealt with since most customers are unhappy. The
company also needs to develop a customer service charter. Various Australian companies have
specific customer services that are better and strategically fit for them to handle their business
more so when it comes to customer services (SmartCompany, 2018). Some of these companies
include; Internode, Apple, Good guys, Commonwealth Bank, and Virgin Australia
(Pagespersonalcleaning.net., 2018).
b. Service Delivery Analysis Meeting

Diploma of Business Administration 3
From the companies above, some of the considerations that are necessary to be
considered in this cleaning company should be based on the same approach (Software, 2018).
From this, the cleaning company should have a strategy that involves various concepts including;
 Providing prompt responses to customers
 Making polite requests to their cleaning clients
 Polite handling of all complaints brought forward.
 Apologizing in case of any kind of breakdown in their services
 Turn every complaint into an opportunity for the company.
 Agree on the meeting timelines with the customers
Assessment Task 3
a. Customer Complaints Lodged With Ozhouse Clean
As per the company’s procedure and policy, there are two customer inquiries that need
answering. Questions on pricing, discounts, quality services should be provided on the responses
frequently. When the customers receive polite and timely feedbacks on the same they get
satisfied and refer the services to their friends and families (The Staff of Entrepreneur Media,
2018).
b. Briefing Report
The OZ procedure and policy provides the company’s policy which works on politeness,
professionalism, understanding, responsiveness, transparency, and confidentiality in all
interactions. It also presents the general principles on the staff’s ability on quality services
provision more so on how they need to respond by been polite and sensitive. Auto mail should
also be set if they are away. Telephone inquiries should be managed through friendly responses
and clarity in the feedbacks. Written inquiries need to be managed in a conscience and clear way

Diploma of Business Administration 4
within the shortest time possible. The materials for promoting the business including the adverts
should be simple and clear more so when it comes to the prices and the contacts of the company.
Even when the customers are difficult to handle, staff should listen to answer politely, be calm,
obtain feedback, apologize and also record any relevant information. The policy and procedure
information of the company should be confidential while any feedback should be sent to the
management (Williams et al., 2015). Emailing should include warm tones more so in the OZ
house clean services list which includes services like eco cleaning, environmentally friendly
products, bond cleaning, and spring clean.

Diploma of Business Administration 5
References
Pagespersonalcleaning.net. 2018. Providing Exceptional Customer Service in Your Cleaning
Business. [online] Available at:
http://www.pagespersonalcleaning.net/exceptional_customer_service.htm [Accessed 15 Nov.
2018].
Roberts, S., 2016. Industrial policy short on detail. Advocate: Newsletter of the National Tertiary
Education Union, 23(2), p.30.
SmartCompany, 2018. Australia’s best businesses for customer service revealed: Roy Morgan
awards - SmartCompany. [online] Available at: https://www.smartcompany.com.au/business-
advice/innovation/australias-best-businesses-for-customer-service-revealed-roy-morgan-awards/
[Accessed 15 Nov. 2018].
Software, P. 2018. Cleaning Service Business Plan Sample - Executive Summary | Bplans.
[online] Bplans.com. Available at:
https://www.bplans.com/cleaning_service_business_plan/executive_summary_fc.php [Accessed
15 Nov. 2018].
The Staff of Entrepreneur Media, I. 2018. 13 Secrets for Making Your Cleaning Business a
Success. [online] Entrepreneur. Available at: https://www.entrepreneur.com/slideshow/299865
[Accessed 15 Nov. 2018].
Williams, P., Ashill, N.J., Naumann, E. and Jackson, E., 2015. Relationship quality and
satisfaction: Customer-perceived success factors for on-time projects. International Journal of
Project Management, 33(8), pp.1836-1850.