Southern Cross: Ozhouse Clean Customer Service Strategy Report

This report provides a comprehensive analysis of Ozhouse Clean's customer service strategy. It begins by outlining the company's mission, vision, and values, which emphasize excellence, respect, responsibility, and caring. The report then details the steps involved in creating a customer service strategy, including defining a customer service vision, assessing customer needs, hiring and training employees, setting goals, and holding staff accountable. It also presents Ozhouse Clean's customer service charter, which outlines key commitments such as excellence, respect, responsibility, caring, integrity, and innovation, along with service standards and time frames. Furthermore, the report addresses the regulatory and legislative context for cleaning companies, including business registration, insurance, chemical safety, and OSHA standards. Finally, the report discusses the importance of customer feedback, rewards for good service, and the implications of non-compliance with regulations, providing a holistic view of customer service in the cleaning industry.

ASSIGNMENT TASK 2
OZHOUSE CUSTOMER SERVICE STRATEGY
A customer experience or service strategy defines the, principles of service and care of service
and the set necessities for achieving those standards or principles. Consumer or customer service
strategy is an important tool that enables an organization to improve on customer satisfaction.
There are several steps that are followed to create the consumer service strategy.
1. The number one step is to create a customer service vision. Once the vision is
created, it is then communicated to the employees so that they can understand their
responsibilities in helping to achieve the vision.
For Ozhouse, the customer service strategy will read as “To become the most respected and
sought after contract cleaning and facility support service our marketplace”
2. The second step is to access what your customer needs are.
Every organization should always seek to understand the needs of their customers and seek to
meet then efficiently and effectively. To access the needs, an organization can use tools like
focus clusters, satisfaction surveys and customer or buyers comment cards.
For Ozhouse, most of their customers are fulltime workers which means they are busy and
therefore they will need cleaning services once or twice a week because they are busy. We also
have a small number of commercial customers who requires daily cleaning for 2 hours.
3. The third step is to Hire the right employees for the right job.
In this case, a company should always hire with the customer in need in mind and at heart,
ensure you screen and interview the employees to establish that they hold the qualifications and
skills set to help achieve a strong customer service situation.
In our case, Ozhouse, we need to hire trained cleaners who have enough experience and
especially in customer service or dealing with the customers.
4. The fourth Step is to set Objectives and Goals for the customer service. Customer
service cannot be achieved without setting the goals to achieve it. It is important for the
employees to understand what the target is in order to help the organization reach or
achieve their corporate objectives.
Ozhouse the goals will be; ( a) Cleaning for all our weekly customers with the 3 hours.
(b) Cleaning our weekly offices within 2 hours and hold
employees accountable to that standard

5. Train on Service or on-job Skills. Hiring trained or experienced employees is not
enough. The organization needs to continue with hands-on teaching on the organization’s
approach to customer service. The training should aim to clarify how the organization
expect the employees to conduct themselves in every situation and have a knowhow of
responding to their customer.
In Ozhouse, we shall continually teach our employees to handle customer complaints, how to be
receptive to customers, how to answer the phone, when to perform service reclamation and how
to meet customer needs.
6. Hold Your staff Accountable. Every employee should have a consideration of how they
offer the service to the customer will contribute to the organization’s overall performance
and they should be held responsible for realizing customer satisfaction goals.
Here in Ozhouse we shall always get customer feedback and share customer satisfaction data
with our employees and hold each employee responsible who are not demonstrating the preferred
behaviors.
7. Always reward and make out for a good service. There should be a well-documented
system for rewarding and acknowledging employees for good customer service offered.
In Ozhouse we shall be giving bonuses every employee who exceeds our customers’
expectations. At the end of the year, these employees will be given a full paid holiday to the
destination of their choice.

OZHOUSE CLEAN COMPANY
CUSTOMER SERVICE CHARTER.
1. INTRODUCTION
OZHOUSE CLEAN Customer Service Charter stipulates a commitment to providing a great
customer service experience. In Ozhouse,we seek to meet your cleaning needs by offering
quality residential and commercial services. Our clients are the pillars of our business and we
always strive to exceed your expectations by forestalling and delivering your cleaning needs.
This Service charter document gives our commitment in the type of service principles and time
frames we aim to provide. Our key promises include: Excellence, Respect, Responsibility,
Caring, Integrity and Innovation.
Key Commitments
a. Excellence
i) Constantly deliver high levels of cleaning service to all our customers’ premises.
ii) Offer readily available and convenient service through our full time dedicated staff
and through a 24 hour call center.
b) Respect.
i) Always respect our customer’s property every time we are on site and respect their
privacy.
ii) Consistently respect the customer’s request especially on adjusting our timing to fit
our customer’s needs.
c) Responsibility.
i) We shall always act with integrity towards our staff by ensuring their safety while on
site.
ii) We shall keep the promise to our customers on service delivery, disclosure of
personal information and respecting their privacy.
iii) We shall be engaged in CSR activities in the community from time to time.
iv) We shall ensure that we conserve the environment by using environmentally friendly
products and adhering to strict deposition policies as stipulated by the Ministry of
Environment.
d) Caring

i) We have a duty of care to our staff by ensuring they receive the necessary support
while on duty.
ii) We shall ensure that we take care of our customers property and items to prevent
breakage, loss or damage.
iii) We are committed to care for our environment by doing green business.
e) Integrity.
i) We shall always act with honesty in all our engagements with customers, suppliers
and partners.
ii) We shall maintain openness policy at all time when conducting our business and
when dealing with our customers.
f) Innovation.
i) We shall seek to be industry leaders in innovation and keeping up with the current
technology.
ii) We shall be ready to adopt new technology to continue efficiently and effectively
delivery the best cleaning service to our customers.
2) STANDARDS OF SERVICE.
OZHOUSE CLEAN aims to offer effectual and real, customer service at all times. The following
time frames set for our service deliverables.
2.1We are dedicated to providing high quality cleaning services.
SERVICE GOAL
1. Aim to serve most of our clients in all our branches with
general enquiries
Within 3-6
minutes
2 Payments through over-the counter deposit Within 5
minutes
3. Payments through cheque deposits Within 2
minutes
4 Aim to answer your phone calls punctually Within 2
rings
5. Clean a residential house Within 3
hours
6. Clean rags and carpets Within 1
hour
7. Clean a commercial office Within 2
hours.
8. Address customer complains Within a day
9. Deliver cleaning products with CBD Within 20
minutes.
10. Visit a new client from referrals Within 1
hour after
receiving
their
contacts.

2.2. We are unswerving to helping you when you need us.
1. Aim to respond to your calls during business hours Within 2 rings.
2 Aim to handle counter queries. Within 1st first
3 Aim to resolve counter queries where follow up is
expected.
Within 2 business days of the
1st visit.
4. Aim to handle phone queries promptly where no
follow-up is needed.
Within 1st call
5. Aim to answer to phone enquiries promptly where
follow-up is required.
Between 6 hours and 1 day.
6 Respond to written complains Within 2 business days
2.3. What we expect from our customers.
I. Timely feedback on level of satisfaction
II. Timely feedback on how and what to improve on our services.
III. We expect our customers to apply the same standards of behavior towards our staff and other
customers as you expect from us.
REGULATION AND LEGISLATION REPORT.
Cleaning companies like any other businesses are regulated to ensure that they follow market
guidelines and ensure safety of the consumers and the community at large. In the United States,
there is Environmental Protection Agency that pursues contribution for potential rule banning or
restricting the use of Trichloroethylene(TCE) as a commercial degreaser, spotting agent in dry
washing and in certain user products.
These are some of the legal Considerations that a cleaning company should make.
Registering the Business

Depending on how you are doing the business, you should register it accordingly. It can be a sole
trader, a partnership or a limited liability company.
Get the right insurance
The most important insurance for a cleaning business is Public liability insurance which protects
you against claims from third parties in case of damage or personal injury and professional
indemnity insurance which prevents you from unhappy clients especially when they refuse to
pay.
Ensure you follow Cleaning Chemical Safety.
In this case, you are expected to ensure that the chemicals you use are handled, stored, and used
safely so that they do not cause harm to you, your workers and your clients. Ensure you avoid
use of harmful chemicals where possible, don’t use expired chemicals, prepare a fresh chemical
solution each time and dispose hazardous chemicals safely.
Ensure you follow OSHA Standards.
OSHA policies includes;
 Fall protection-working structures should have strength and structural integrity
 Hazard Communication-All chemicals should be classified
 Scaffolding-All scaffolds and their components should capable to supporting without
failure.
 Respiratory protection-All primary objectives should atmospheric contamination.
 Machine Guarding –All machines should prevent the operator from hazard
 Ladders-ladders should be able to support loads without failure
 Lockout/Tagout-Servicing and maintenance of machines should be done promptly
The remaining parts are requires practical approach in your discussion groups.
Ref:
Moran, R. D., & United States. (1989). OSHA handbook. Rockville, Md., U.S.A: Government
Institutes.
https://www.osha.gov/recordkeeping2014/
Walker, J., & Tax Management Inc. (2012). Business operations in Australia. Arlington, VA:
Tax Management Inc.
Price Waterhouse (Firm). (1995). Doing business in Australia. New York: Price Waterhouse.

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Clutterbuck, D., Clark, G., & Armistead, C. (1993). Inspired customer service: Strategies for
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Western Australia. (2015). Customer service charter.
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