BSBCUS501: Team Management and Development for Quality Service

This assignment report focuses on managing and developing a customer service team within the context of Innovative Widgets. It includes an analysis of customer service data to identify the causes of shortfalls, such as understaffing and the onboarding of new employees. The report provides recommendations to the board for improving team performance, including intensive on-the-job training and fostering teamwork. Furthermore, it addresses a complex customer complaint and outlines a structured coaching session for an underperforming employee, Mary, detailing the steps for handling customer grievances effectively. The report also documents the importance of documenting coaching sessions to track progress and analyze the impact of training initiatives. This document is available on Desklib, where students can find similar resources and study tools.

Running head: MANAGE AND DEVELOP THE TEAM
Manage and develop the team
Name of Student
Name of University
Author Note

MANAGE AND DEVELOP THE TEAM
Table of Contents
Part-A.........................................................................................................................................2
3. Analysing data to identify causes of customer service shortfalls.......................................2
4. Report to the board of Innovative Widgets........................................................................2
5. Drafting an e-mail...............................................................................................................3
Part-B.........................................................................................................................................4
Role play.................................................................................................................................4
Bibliography...............................................................................................................................6

MANAGE AND DEVELOP THE TEAM
Part-A
3. Analysing data to identify causes of customer service shortfalls
Providing customers with proper service is important in order to maintain the success
of an organisation. Customers remain satisfied with the type of behaviour, attitude shown and
the after sales services provided to them. This can help in maintaining the loyalty of the
customers and increasing the reputation of the company (Oliver, 2014). Some of the reasons
for the failure of customer service include lack of trained employees, a resignation of
employees, negative attitude of the customers and so on. These factors are both internal as
well as external and managers need to mitigate these by analysing the reasons in a proper
manner.
In the case of Innovative Widgets, the basic reason for the shortfalls of call rates is due to the
lack of employees. The template provides a clear indication of the negative percentage of
calls in the department till May. This is mainly due to the existence of only two or three
employees that took care of the calls for the company. However, with the gain in experience,
the rates began to increase. The introduction of new people in the organisation can also bring
down the rate of calls as training is required for the employees in order to be efficient.
4. Report to the board of Innovative Widgets
a. The performance of the customer service team of Innovative Widgets has seen a
constant rise in the rates of calls. This is mainly because of the fact that the employees have
gathered the required experience needed for maintaining the calls. The improvement was
seen in March of this year as compared to the rate of calls in March last year. However, a
significant dip in the call rates was seen during the months of January and February. At the

MANAGE AND DEVELOP THE TEAM
same time with the introduction of new employees, the rate of calls started to increase in the
months of October and November.
b. Despite this analysis regarding the shortfalls need to be made. The shortfalls
occurred due to lack of staffs and the introduction of new employees in the organisation. Both
the cases resulted in the low acceptance rate of calls thereby, providing a disadvantage to the
company. The resignation of an employee was also another reason for the shortfall of calls in
the month of October. The joining of two new employees helped in increasing the rate of
calls which in turn provided a competitive advantage for the company.
c. This problem can be mitigated by the hard work of the team members. In order to
work as a team every person needs to work together and ensure that the goal of the team is
fulfilled (Levi, 2015). This can be done by providing support to one another and ensuring that
the manner in which these supports are enough to meet the organisational goals. Intense on
the job training is required to be provided to the new joiners in order to maintain the
productivity of the call rates.
5. Drafting an e-mail
To Yore Mine Co.
12, XYX
ABC-56
Respected Sir/Madam,
Subject: Clearing of misunderstanding by addressing the concern
It is to bring to your notice that the concern of the customer is addressed in a professional
manner without the violation of the policies set out to meet the grievances of the customers.

MANAGE AND DEVELOP THE TEAM
No such arguments were done that justified any harassment made to the customer. In order to
solve the issue, an apology has been granted to the customer and the technical team dealing
with the issue will be dispatched to the customer within 24 hours. Since the issue is complex
in nature details about the whereabouts of the customer has been taken and provided to the
team.
Thanking You
Part-B
Roleplay
a. A structured coaching session needs to be prepared with Mary in order to train the
person about the ways to behave with the customers. It has been seen that Mary has been rude
to the customers while trying to communicate with them. This led to the rise of complaints.
The fact that Mary is new, she is unaware of the policies in Innovative Widgets.
b. The perspective of Mary can be analysed by questioning her on the basis of the
attitude shown by her. The questions can be:
i. Are you aware of the policies of the organisation regarding talking with the employees?
ii. What is the reason behind the rude behaviour with the customers?
iii. What makes you reluctant to receive calls from the customers?
iv. Why do you put customers on hold?
c. The policy and procedures for handling the complaints of the customers include
greeting the customer and politely enquiring about the purpose of the call. Listen to the
grievance of the customer and acknowledge the seriousness of the issue. Transfer the call to a
required department for solving the issue.

MANAGE AND DEVELOP THE TEAM
d. Different customers have different needs based on the seriousness of the issues. For
example, small customers can be dealt by trying to handle the situation without the aid of the
experts. This can be done by ensuring that the person has proper knowledge about the manner
in which the situation has occurred. Mary needs to be trained on the basic things that can help
her to address the grievances of the customers. In the case of significant clients, it is
necessary to put the calls directly to the experts. This needs to be done in a systematic manner
by maintaining proper communication with the customers.
e. The techniques required for solving the problems of the customers include patient
listening to the actual problem. Mary needs to address the grievances of the customers and
ensure that provisions for providing the correct solutions are made. She needs to accept the
flaw and provide a time within which the solution to the problem will be delivered.
f. The coaching session and outcomes need to be documented in order to analyse the
progress rate in the future. This can be done as follows:
i. Analysing the important components of the coaching method
ii. Document the lessons learned
iii. Document the responses provided by Mary
iv. Analyse the loss incurred due to the training

MANAGE AND DEVELOP THE TEAM
Bibliography
Choi, C. H., Kim, T. T., Lee, G., & Lee, S. K. (2014). Testing the stressor–strain–outcome
model of customer-related social stressors in predicting emotional exhaustion,
customer orientation and service recovery performance. International Journal of
Hospitality Management, 36, 272-285.
Katzenbach, J. R., & Smith, D. K. (2015). The wisdom of teams: Creating the high-
performance organization. Harvard Business Review Press.
Levi, D. (2015). Group dynamics for teams. Sage Publications.
Oliver, R.L., (2014). Satisfaction: A behavioral perspective on the consumer. Routledge.
Yi, Y., & Gong, T. (2013). Customer value co-creation behavior: Scale development and
validation. Journal of Business Research, 66(9), 1279-1284.