Customer Service Report: Strategies for OZHouse Cleaning

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CUSTOMER SERVICE
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Table of Contents
OVERVIEW...................................................................................................................................................3
LEGISLATION FOR THE COMPANY TO BE FOLLOWED..................................................................................4
OVERVIEW OF LEGISLATION....................................................................................................................4
CUSTOMER SERVICE STRATEGIES............................................................................................................4
CUSTOMER STRATEGY FOR OZHOUSE CLEANING:......................................................................................5
CUSTOMER SERVICE AND COMMUNICATION POLICY AND PROCEDURE....................................................6
REFERENCE..................................................................................................................................................8
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OVERVIEW
OZhouse Cleaning is a cleaning service based out of Melbourne, the company provides cleaning
services in the hoses and the offices. This company has varied options for cleaning that are
monthly, weekly and fortnightly as per the customer requirements. OZhousealso provides a
regular basis of cleaning (Dabholkar, 2016). The mission of the company is to provide the
highest quality to the commercial and residential with not just fulfilling the needs of the
customers but working beyond their expectation. The vision of the company is to establish itself
as the best contract cleaning service in Melbourne. The values of the company are to provide
priority to the customers and understanding their needs, taking care of the environment, staff and
customers. The company aims at excellence by giving the best cleaning services to the
customers. The objective of the company is to increase clients by 10%, meeting the expectation
of the customers, implementing the best practices in the cleaning process and procedure.
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LEGISLATION FOR THE COMPANY TO BE FOLLOWED
The company for its smooth functioning need to follow the rules and laws for both employee and
the customer the following are the laws:
Under the Employment Right Act 1996, the employer has to give in writing to the employee
about his designation, role and responsibility, working hours, wages, leaves given, place and
address of the workplace and rules of the company((Hill and Alexender, 2017). Under the
Equality Act 2010, the employer needs to treat every employee equally irrespective of their
gender, race and beliefs. Under the Consumer right Act 2015, the company has to inform the
customer about the contract in detail mentioning about the price of the service, time consumed
for the service, care and skill required by the employee. A customer has right to bargain for the
price they are paying and have right to repeat the service Minimum Wages Act 2018, under this
act, the minimum wage of the worker has set £7.38 for a person who is 24 years old.
OVERVIEW OF LEGISLATION: The laws related to pension, various funds, rights of the
employer, rights of employee related to their job and working hours, wages etc. is to be provided
to every employee before rendering the service and after joining the company.
CUSTOMER SERVICE STRATEGIES: Strategies like, providing expertise and knowledge
about the service, train employees to be empathetic with customers, employee motivation, best
and accurate delivery of the service, personal touch to the customer, train employee to be a good
listener, maintain customer relationship, learn to identify the target customer and training of
grievance handling.
(Dabholkar,2016) stated that in the world of technology and competition the customer wants
everything to be instant and advanced. In order to resolve this, a cleaning service should
immediately give a response to the customer's requirement and provide with reasonable pricing
policy and the ensuring the quality of the service by including some extra area or things which
other companies are not doing. The booking should be done online, over calls and via emails.
Information of the products used in the service should be of high quality and the work done
should be perfect according to the need of the customer and there should be effective after
services also which helps in attracting the loyal customer. In order to maintain quality, feedback
should be taken from the customer also.
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CUSTOMER STRATEGY FOR OZHOUSE CLEANING:
To maintain the goodwill and flourish the business it is important for the business to design
customer service strategies and its effective implementation also:
 Measuring customer satisfaction: OZhouse Cleaning should know to what extent the
customer is satisfied with the services provided to them. To know this proper feedback
should be taken from the customer and the data of such feedbacks should be maintained
for further changes.
 Identification of target market: The Company should be able to identify the target
customer like for OZhouse Cleaning its target customers are residents of those who are
very busy in their professional life and the commercials who requires a frequent cleaning
in their offices.
 Grievance handling: The employees of the company effectively and empathetically
should resolve the complaints of the customers with immediate response (Hill and
Alexender, 2017). In order to peacefully handle the customer , employee should be given
the training to be a good listener and empathetic and they should know how to convince
the customer.
 Personal touch: OZhouse Cleaning should train their employee to give a personal touch
to its customer in the process of rendering the service and after services. The employee
should be empathetic and should give utmost priority to the customer by effective means
of communication.
 High-quality standards: OZhouse Cleaning should ensure the customer about the
products they use in the cleaning process is of high quality and will not damage any of
the furniture in the home or office. The work done by the employee should be beyond the
customer’s expectation.
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CUSTOMER SERVICE AND COMMUNICATION POLICY AND PROCEDURE
Strategies
(what)
Actions
(how)
Priority
(L/M/H)
Time
Frames
(when)
Performance
Indicators
(measurement)
Measuring
customer
satisfaction
OZhousewill know
the level of
customer
satisfaction by
communicating
with them orally or
in writing
High After rendering
the service
Taking online or
offline feedback
from the
customers.
Identification of
target market
According to the
different quotations
and lifestyle of the
customer, the target
market can be
identified
High The initial stage
of the service
The method of
approaching the
target market and
how much increase
is there in the
clientele of the
company
Grievance
Handling
Resolving the
complaints and
issues of the
customers
High Middle and end
of the service
number of cases
resolved in
minimum time
Recording the
number of
complaints and
Personal Touch The employee
should be
empathetic towards
the customer and
high priority should
be given to them
High In the whole
process of the
service
The level of
interaction with
the customer and
retaining the
customer.
High-quality The products used High From start till Certification by
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standards in the cleaning
process should be
of good quality
after service also any Government
recognized body
which ensures the
quality and control
of the product
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REFERENCE
Casidy, R. and Shin, H., 2015. The effects of harm directions and service recovery strategies on
customer forgiveness and negative word-of-mouth intentions. Journal of Retailing and Consumer
Services, 27, pp.103-112.
Dabholkar, P.A., 2015. How to improve perceived service quality by increasing customer
participation. In Proceedings of the 1990 academy of marketing science (AMS) annual
conference (pp. 483-487).
Dabholkar, P.A., 2015. How to improve perceived service quality by increasing customer
participation. In Proceedings of the 1990 academy of marketing science (AMS) annual
conference (pp. 483-487). Springer, Cham.
Hill, N. and Alexander, J., 2017. The handbook of customer satisfaction and loyalty
measurement. Routledge.
Matteson, M.L., Anderson, L. and Boyden, C., 2016. " Soft Skills": A Phrase in Search of
Meaning. portal: Libraries and the Academy, 16(1), pp.71-88.
Springer, Cham.Springer, Cham.Guo, Y., Barnes, S.J. and Jia, Q., 2017. Mining meaning from
online ratings and reviews: Tourist satisfaction analysis using latent dirichlet allocation. Tourism
Management, 59, pp.467-483.
Teng, H.Y., 2019. Job crafting and customer service behaviors in the hospitality industry:
Mediating effect of job passion. International Journal of Hospitality Management, 81, pp.34-42.
Weinstein, A., 2016. Superior customer value: Strategies for winning and retaining customers.
CRC Press.
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