Managing Quality Customer Service: Standards, Performance, & Recovery

This report, focusing on managing quality customer service, delves into various aspects crucial for delivering exceptional customer experiences. It begins by exploring relevant legislation, such as the Australian Consumer Law, and outlines key customer service standards. The report then examines strategies for communicating these standards to stakeholders and methods for monitoring and managing team performance. It emphasizes the importance of resources, including financial and human resources, and the role of customer records in enhancing service levels. Part 2 of the report presents project tasks that cover identifying and assessing customer needs, confirming information, and explaining effective service delivery. It includes questions for gathering relevant information, strategies for improving service quality, and techniques for managing customer dissatisfaction and service recovery. The report concludes with a bibliography of cited sources.

Running head: MANAGE QUALITY CUSTOMER SERVICE
Manage Quality Customer Service
Name of Student
Name of University
Author Note

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Table of Contents
Part-1: Knowledge question.......................................................................................................2
1. Legislation related to customer service standards and delivery in your industry...............2
2. Listing some customer service standards that apply for your team....................................2
3. Clear customer service standards communicated to stakeholders in your organisation.....2
4. Describing monitoring and managing team performance in the area of customer service
delivery...................................................................................................................................3
5. Resources required for team or organisation to deliver a high standard of customer
service.....................................................................................................................................3
6. Customer records kept by organisation that helps to deliver and improve service levels..3
Part-2: Project tasks....................................................................................................................4
Task 1.....................................................................................................................................4
Identifying customer’s needs and assessing it in order to offer the appropriate service or
product....................................................................................................................................4
Confirming or agreeing upon this information with the customer.........................................4
Explaining effective service delivery meeting the customer needs and expectations............5
Task 2.....................................................................................................................................5
Listing six questions used to gather relevant information......................................................5
Choosing one issue identified by customer and identifying strategies to enhance the
standard of service..................................................................................................................6
Explaining implementation of this.........................................................................................6
Task 3 Managing customer dissatisfaction and service recovery..........................................6

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Describing the specific situation and the way the product or service fall short of
expectations............................................................................................................................6
Elements of the service delivery chain caused the problem...................................................7
Resolving the customer problem along with achievement and customer’s response.............7
Learning from this situation and avoiding repetition in the future.........................................7
Bibliography...............................................................................................................................8

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Part-1: Knowledge question
1. Legislation related to customer service standards and delivery in your industry
The legislation related to the customer service standard of Australia is commenced
under the Australian Consumer Law (ACL) that is scheduled to the Competition and
Consumer Act 2010. This acts helps in protecting the interest of the customers and ensure
that customer satisfaction is maintained in a proper manner. Apart from this other legislation
that may affect the success of an organisation includes Consumer Rights Act 2015 and the
Fair Trading Act, 1987.
2. Listing some customer service standards that apply for your team
According to Zhuang and Babin (2015), some of the standards related to customer
service that needs to be followed include:
Speed standard: This important standard needs to be followed as customers expect
the product to be delivered quickly so that they can enjoy the products. For example, most
restaurants have tag line that food is delivered within 45 minutes in a limited range.
Quality standard: The quality of the product is important as it outlines the efficiency
of the organisations. This helps in judging the organisation and helps in maintaining the
loyalty of the customers.
3. Clear customer service standards communicated to stakeholders in your
organisation
The standards identified can be communicated with the stakeholders with the help of
social media or organisational emails. Stakeholders such as the customers can be
communicated with the help of social media while the employees can be communicated via
emails. This can help in involving every stakeholder of the organisation and ensure that the

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organisations get to maintain the loyalty of the customers and the support of the employees
(Chen, Zhu and Zhou 2015).
4. Describing monitoring and managing team performance in the area of customer
service delivery
Team performance can be managed by assessing the quality of services after its
delivery. Support to the staffs can be provided by ensuring that benchmarking activities are
conducted that help in meeting the quality standard. According to Cook (2017), encouraging
the team members to contribute their ideas in the maintaining of quality can be considered to
ensure that effective services can be maintained. At the same time, team performance can be
maintained by ensuring that every team members is provided with incentive after every
successful service delivery.
5. Resources required for team or organisation to deliver a high standard of customer
service
The resources that are required by the team or organisation include assistance from
finance, material as well as support from the human resources. Every team member need to
be well trained in the service delivery so that they can continue to progress in the
organisation. The high standard of customer service requires proper assistance from the
financial department so that the organisation can continue to innovate and make effective
progress in the service delivery to the customers.
6. Customer records kept by organisation that helps to deliver and improve service
levels
The customer records that need to be maintained include the number of sales of a
particular product. The customer satisfaction can be made by ensuring that the feedback of
the customers are maintained and analysed. This can help in the future improvement of the

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services and ensure that proper delivery of the services is done based on the needs and
demands of the customers. At the same time, address and contact information of the
customers need to be maintained so that contact can be made with them in the future.
Part-2: Project tasks
Task 1
Identifying customer’s needs and assessing it in order to offer the appropriate service or
product
The needs and demands of the customers were assessed by analysing the results of the
survey. The appropriate service or product preferred by the customers can be analysed by
conducting interview so that the preference of the customers can be analysed in a proper
manner. For example, information that customers prefer quality to speed can be discovered
after the survey. According to Hill and Alexander (2017), products and services delivered by
the organisations need to be based on the preferences of the customers so that its loyalty can
be maintained.
Confirming or agreeing upon this information with the customer
The information received about the preference of quality to speed can be confirmed
by conducting experiments based on providing the products or rendering the services. The
organisation needs to ensure that every need of the customer is satisfied and that demands
made by the customers are agreed upon in a productive manner. Therefore, it can be said that
every effort that deals with the satisfaction of the customers can be made by agreeing upon
the results of the survey.

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Explaining effective service delivery meeting the customer needs and expectations
The effective delivery of service can meet the demand of the customer by promoting
the product in a proper manner. Better customer outcome can be achieved by ensuring that
needs and expectations of the customers are met with the effective delivery of the products
(Blut et al. 2015). Hence, it can be said that customer needs and expectations can be met by
not only analysing the needs of the customers but also by ensuring that the survey products
are done based on the demands provided by them.
Task 2
Listing six questions used to gather relevant information
Questions that need to be applied in the survey that can help in gathering relevant
information can be:
Question 1: Are you satisfied with the quality of service being provided?
Question 2: What are some of the changes that you need to consider so that we can improve
the service quality?
Question 3: What do you think are the main strengths of the organisation?
Question 4: Does the weakness of the organisation hamper the development of the service
delivery?
Question 5: What new standards can you suggest to be implemented in the organisation for
its improvement?
Question 6: Will you recommend others to use the services of the organisation?

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Choosing one issue identified by customer and identifying strategies to enhance the
standard of service
One of the issues identified by the customers concerns the quality of the service. The
service quality is said to be poor given the fact that the organisations fails to deliver the
products within a specific period. Enhancing of this can be done by providing the best service
deliverymen for the job and by analysing the shortest routes available for responding to the
needs of the customers.
Explaining implementation of this
The implementation of the best services can be done by ensuring that the organisation
hire and recruit experienced deliverymen. As stated by Lam and Mayer (2014) in the modern
day, technology such as GPS can be used to ensure that people find the shortest route
required for delivering products and services. It can also help managers to monitor the
progress of the employees that are delivering the product and at the same time guide them in
case they are not familiar with the route. The implementation need to be done within a month
from receiving feedback so that loyalty of the customers can be retained.
Task 3 Managing customer dissatisfaction and service recovery
Describing the specific situation and the way the product or service fall short of
expectations
The situation in question is related to the poor customer service delivery due to the
lack of knowledge of the deliveryman. The deliveryman had failed to live up to the promise
that the product ordered by the customer can be delivered within 45 minutes. Due to poor
sense of direction, the deliveryman had taken wrong routes and had been for an hour. This
brought about a fall in the reputation of the organisation and the expectations that the
organisation provides good services had been hindered.

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Elements of the service delivery chain caused the problem
The element of the service delivery that caused the problem to occur was lack of
proper IT equipments. The lack of proper equipments had instigated the failure to remain on
time and therefore, hampered the production and reputation of the organisation.
Resolving the customer problem along with achievement and customer’s response
The customer problem was resolved by providing GPS technology on the bikes and
by monitoring the progress made by the deliverymen (Hill and Brierley 2017). Therefore,
timely delivery of services was made possible and the response of the customers was positive
as it satisfied the requirement of meeting quality product within a specific time. Financial
contribution made by the customers helped in achieving this unique feat.
Learning from this situation and avoiding repetition in the future
This situation provided an excellent learning curve that resulted in quality delivery of
services. The manner in which this can be avoided for further repetition in the future is by
ensuring that proper checking of the materials required for the delivery of products are
checked and providing to the deliverymen. This can help them to remain on time and
maintain the reputation of being one of the best quality and fast service providing delivery
organisation in the country.

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Bibliography
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customer satisfaction in B2B sales. Industrial Marketing Management, 53, pp.172-180.
Blut, M., Frennea, C.M., Mittal, V. and Mothersbaugh, D.L., 2015. How procedural, financial
and relational switching costs affect customer satisfaction, repurchase intentions, and
repurchase behavior: A meta-analysis. International Journal of Research in Marketing, 32(2),
pp.226-229.
Chen, Z., Zhu, J. and Zhou, M., 2015. How does a servant leader fuel the service fire? A
multilevel model of servant leadership, individual self identity, group competition climate,
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Cook, S., 2017. Measuring customer service effectiveness. Routledge.
Ennew, C.T., Binks, M.R. and Chiplin, B., 2015. Customer satisfaction and customer
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Han, H. and Hyun, S.S., 2015. Customer retention in the medical tourism industry: Impact of
quality, satisfaction, trust, and price reasonableness. Tourism Management, 46, pp.20-29.
Hill, N. and Alexander, J., 2017. Customer satisfaction and loyalty measurement. Routledge.
Hill, N. and Brierley, J., 2017. How to measure customer satisfaction. Routledge.
Lam, C.F. and Mayer, D.M., 2014. When do employees speak up for their customers? A
model of voice in a customer service context. Personnel Psychology, 67(3), pp.637-666.
Shire, K., Holtgrewe, U. and Kerst, C., 2017. Re-organising customer service work: an
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Zablah, A.R., Carlson, B.D., Donavan, D.T., Maxham III, J.G. and Brown, T.J., 2016. A
cross-lagged test of the association between customer satisfaction and employee job
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