Report on Developing and Managing Quality Customer Service Practices

This report delves into the critical aspects of developing and managing quality customer service practices. It outlines a comprehensive customer service monitoring strategy, emphasizing the importance of building strong customer relationships and utilizing digital instruments to understand customer expectations. The report highlights the significance of gathering feedback from customers to identify areas for improvement in products and services, and proposes a continuous improvement plan that leverages CRM and social media for direct communication and measurement of customer satisfaction. It also underscores the need for a proactive approach to address customer complaints and adapt to evolving customer preferences, ultimately aiming to enhance the overall customer experience and achieve organizational excellence.

DEVELOP AND MANAGE
QUALITY CUSTOMER
SERVICE PRACTICES

Table of Contents
Customer Service Monitoring Strategy and Feedback form............................................................1
REFERENCES................................................................................................................................3

Customer Service Monitoring Strategy and Feedback form
PART 2: Customer Service Monitoring Strategy and Feedback form
(C) Resources to provisions of quality of products and services to your customers:
The key of good customer service is building good relationships with customers. Thanking the
customer and promoting a positive, helpful and friendly environment.
 Know organisational customers consider to be good customer service.
 Follow up positive and negative feedback receive from existing customers.
 Utilisation of digital instruments to reaching out to new customers and gaining
knowledge about customers' expectation from them.
 In order to provision of better customer services and monitoring, company should
arrange all resources and utilisation of digital technological instruments at workplace in
context of understand the needs of their customers (Kim, Kumar and Kumar, 2012).
 In Context of monitoring customer service strategy, professionals of company require
making effective relationship with customers and communicate with them by sales skills
of them.
 In case of lack of customer base, organisation require making efforts to build up good
relationship with them to attain targeted customer base from effective customer services
approach.
 With the help of digital technology, each team member of company will be informed
from organisation's policies and standard (Ross, 2017).
 Motivating team members and sub-ordinates enables them to effective serving their
expected services to targeted audiences.
(D) Receive feedback from the use of the customer service monitoring strategy
 To gaining valuable feedback from organisational existing customer can assist them to
understand the actual needs and demands of customers. According to their suggestion,
appropriate changes within present products and services will be made by professionals.
 From gaining feedback from general customer of company, will enable organisation to
know about satisfaction potential of products on targeted audience. They must be given
opportunity to give their valuable feedback from general customers to identify needed
1

changes within existing products and services of company.
 As per gaining feedbacks from existing customers of firm, they are required to use of
make betterment within them according to suggested alternative of consumers (Sallis,
2014). Changes to provision of feedback must be given by organisation to improvement
within existing customer service strategy of firm.
 Social media and mobile devices must be used by organisation to getting engaged with
customers and staff product knowledge to reaching out to them.
Part: 3. Continuous improvement plan
Customer relationship approach will be utilised by organisation to have better customer service
provision system at workplace.
 In order to determination of customers' needs and demands., organisation require to
utilisation of CRM and social media networking approaches to directly communicate
with them to receive valuable suggestions from them.
 To measurement of customer satisfaction level by provision of quality of products and
services by organisation. They have to analyse the data from previous figures to the
current figure after implementation of CRM approaches upon organisation.
 In order to recognise the customer service and complains, firm will require to
implementation of social media and internet technologies to getting connected with
targeted audiences and make them aware about the latest attractive offering system
delivering by organisation (Goetsch and Davis, 2014).
 In terms of recognise the appropriate factors which is leading poor customer services,
organisational professionals are required to conduct a small survey and observation
approaches at workplace to knowing about customer satisfaction level after consuming
services of firm.
 To betterment within existing customer services of business, business require to listen
carefully each needs of consumers and capture all valuable feedbacks from them. Use
quality of monitoring to assist the agents to improvement skills of team in better
customer service provisions. By asking customer directly to what they think about
2

specific products and services of business also allow professionals to recognise the
actual scenario of company.
 By capturing all organisational existing customers' feedback channels. Apply the same
quality standard that is used for calls to text-based interactions like e-mail and chat, to
know about customer's preferences from existing products of organisation (Alexander,
ed., 201). As per customer requirement towards products of company, professionals
need to make changed to betterment within existing quality of products as per
customer's needs and expectations. Listening customer by monitoring interactions at
workplace will lead to provision of effective idea which can figure out essential changes
within them.
 After implementation of appropriate changes within existing process of the firm.
Customer services strategy are needed to be evaluated by organisational professionals in
terms of determination of the success level of present customer services strategy. So
organisation will be able to identify effectiveness of strategy on organisation
environment.
3

REFERENCES
Books and Journals
Kim, D. Y., Kumar, V. and Kumar, U., 2012. Relationship between quality management
practices and innovation. Journal of operations management, 30(4), pp.295-315.
Ross, J. E., 2017. Total quality management: Text, cases, and readings. Routledge.
Christopher, M., 2016. Logistics & supply chain management. Pearson UK.
Sallis, E., 2014. Total quality management in education. Routledge.
Goetsch, D. L. and Davis, S. B., 2014. Quality management for organizational excellence. Upper
Saddle River, NJ: pearson.
Alexander, K. ed., 2013. Facilities management: theory and practice. Routledge.
4