VT1 KarMart: Strategies for Managing and Improving Customer Service

This report outlines a comprehensive customer service plan for VT1 KarMart, a car selling company, focusing on enhancing customer experience and loyalty. It begins by defining the company's mission and vision, emphasizing customer satisfaction and value. The report details methods for investigating and assessing customer needs through surveys and focus groups, ensuring that customer feedback is integrated into service improvements. It addresses legislative and regulatory requirements, particularly concerning consumer protection laws in Australia. Furthermore, the report develops an action plan to ensure quality customer service, including strategies for handling complaints, improving driver performance, and implementing key performance indicators (KPIs) for customer service representatives. It also includes developing questionnaires for collecting customer feedback and strategies for managing customer service records. The report concludes by discussing the importance of technology and human resources in addressing customer needs and resolving conflicts, aiming to provide a framework for VT1 KarMart to achieve its customer service goals.

Running head: MANAGE QUALITY CUSTOMER SERVICE
Skills and Knowledge Assessment
Manage Quality Customer Service
Student’s name:
University name:
Author’s note:

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Table of Contents
Task 1...............................................................................................................................................2
1.1 Developing new customer service plan for VT1 KarMart Company....................................2
1.2 The process of ensuring that quality customer service..........................................................4
1.3 Development of an action plan..............................................................................................5
Task 2...............................................................................................................................................6
2.1 Ensuring the delivery of service as per the customer specification.......................................6
2.2 Outlining the process to follow the investigation of customer satisfaction...........................6
2.3 Developing customer handling procedure to resolve customer complaint............................7
2.4 Identifying the possible reasons why the drivers are not performing well............................7
2.5 Outline at least 5 different actions you would take to overcome or manage drivers different
......................................................................................................................................................7
2.5 Support comments and providing the reasons for recommendations after consulting with
supervisors...................................................................................................................................8
Task 3...............................................................................................................................................9
3.1 Developing KPI for customers service representatives.........................................................9
3.2 Developing questionnaire to collect customer feedback and seek verbal and written
feedback.....................................................................................................................................10
3.3 Developing the strategies to use customer feedback...........................................................12
3.4 Managing and retaining customer complaints and services records and services...............12

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3.5 Procuring an appropriate technology to address any customer needs, three advantages.....12
3.6 Listing 3 different human resources and 5 physical resources............................................13
3.7 Resolving and conflict between a customer and team member...........................................13
Reference List................................................................................................................................15

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Task 1
1.1 Developing new customer service plan for VT1 KarMart Company
As stated by Arasli, Mehtap-Smadi and Turan Katircioglu (2015), an organisation makes
customer service plan to meet the organisation’s mission and goal. Customer service develops
loyal and wider customer service. Customer service plan examines the perception of the
customers and expectation of the organisation; therefore, the customer service plan guides the
company to bring customer service. VT1 KarMart is a car selling company from medium to high
segment cars and it also sells passengers vehicles as well.
Company mission and vision with reference to internal and external customers
The mission statement of the VT1 KarMart is to provide an experience to each of the
customers to reach beyond the expectation of the customers in a friendly way. The VT1 KarMart
wants to provide true customer value and the company want to treat the customers with needs of
the transportation. VT1 KarMart strives to create an ambience that can foster the acceleration of
the employees and provide customer value.
The vision of the VT1 KarMart is based on majorly on three pillars. The first vision is to
provide employee satisfaction, the second one is to run the business in a profitable way and the
third one is to earn the loyalty of the customers.
Investigating and identifying customers’ needs
The PR team of VT1 KarMart can gather the raw data of the customers through the
customer profile. The PR team can get the raw data from the sales team and the PR team can

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survey the customers in order to understand the need of the customers. The PR team can set a
Focus Group as Focus Group is like an expanded interview. The PR team can take the
observation of the customers in the stores of VT1 KarMart and the process is reasonable. In
order to do the survey, the marketing team can prepare the questionnaire and they can start the
process of the survey through sending the emails to the customers. In addition, the customers can
share their needs through talking to the salesperson at the stores and over the phone calls.
Assessment of customers’ needs
Customers’ assessment can be understood through the analysis of the survey and VT1
KarMart can establish the budget in order to set the right choice for the customers. The
salesperson would ask the customers the price range of the cars before the salesperson would
show the cars to the persons. The salesperson would assess the needs of the customers after
talking a bit as the customers would say about their colour, price, reliability, image, style and
safety issue of the cars (Aryee et al. 2014).
Responding the customers’ assessment
The salespersons of the VT1 KarMart can respond to the customers in a very polite way.
The customers can share their views with the salesperson and salesperson can show the different
car types according to the need of the customers. The customers can share their views and
feedback to the customer support team. The customers can also provide their feedback on social
media as well as the online platform. Customers share their opinion to express their distress and
success (Boshoff and Gray 2014). Responses to the customers' feedback can be done through
communication and advertisement of promotion.
Legislative and regulatory requirement

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Australian Competition and Consumer Commission promote the completion and fair trade to the
customers. Therefore, this department wants to ensure individuals should comply with consumer
protection law and fair trading. In Australia, Competition and Consumer Act, 2010 can ensure
the business needs to trade in a fair way and the customers must not get cheated.
1.2 The process of ensuring that quality customer service
Quality customer service is related to the good behaviour of the salesperson within the
stores of VT1 KarMart. In addition, the customers expect the operation process of the stores
should be speedy. The customer quality can be improved through service designing and customer
service must be consistent (Call et al. 2015). VT1 KarMart can begin the customer profile to
make the campaign and the managers should focus on the responsibility of the salespersons.

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1.3 Development of an action plan
Figure: an Action plan for characteristics of the new services, system and service process
(Source: Self-developed)

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Task 2
2.1 Ensuring the delivery of service as per the customer specification
The customers want to focus on the feature of customer service, performance level and
specific hardware. The customers want to have the products on time and the VT1KarMart needs
to improve the supply chain management. The logistics and supply chain of the company
possible are going on the wrong track. They can create a team to look into the supply chain and
the team can ask the drivers to come for a meeting. If the drivers are not motivated, the team
provide them motivation through extrinsic rewards. The team executives must be amicable so
that the drivers can share their issues (Dhar 2015). The team can change the way in which the
cars are delivered.
2.2 Outlining the process to follow the investigation of customer satisfaction
The process of investigation will be started through assessment of the complaints of the
customers. The management will thoroughly look into the matter so that they can identify where
the mistakes lie. Then, the management of VT1KarMart reviews the policies, process and codes
of practices about product and service information from the users. The management team should
gather the incident notes, files and telephone calls. Thereafter, the management team can find out
the areas of disputes between customers and organisations and the management team would go
for further implication through the time implication (Chen, Zhu and Zhou 2015). The
investigation team can opt to take interview of the customers and drivers face-to-face. The
management team can start the process of getting the information through the evidence.

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2.3 Developing customer handling procedure to resolve a customer complaint
VT1KarMart has already lost three major clients and VT1KarMart can start to focus on
customer service provision through understanding the responsibility of the employees.
Customers handling procedure starts with taking the feedback at right time and the employees
need to call the customers and they can ask about their problems. The team can opt to focus on
focus group and satisfaction surveys. The investigation team can be employed. As stated by
Ford, Paparoidamis and Chumpitaz (2015), customer service process provides greater customer
satisfaction and acknowledging the issue of the customers can provide the dignity to the
customers. Therefore, the customers would think that the executives make out the frustration of
the customers. As stated by Goetsch and Davis (2014), the employees would be given to the
training in order to solve the customer service issue.
2.4 Identifying the possible reasons why the drivers are not performing well
The drivers are not performing well, maybe the possible reason is lack of motivation of
the drivers. The VT1KarMart needs to provide extrinsic motivation to the drivers so that they can
perform well. The drivers are possibly are aged and they are not skilled enough to perform well.
The drivers need to know their job duties and they can solve the problem. The drivers may burn-
out and they need to re-energise themselves.
2.5 Outline at least 5 different actions you would take to overcome or manage drivers
different
1. VT1KarMart needs to speed up the communication process
2. The organisation should take the action to simplify the communication process

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3. The management can take the RFID technology and EDI (Electronic Data Interchange) so that
they can track the cars if the delivery reaches safely.
4. If the drivers reach the place late, they can inform the customers early.
5. The drivers need to call before the management to discuss the issue.
2.5 Support comments and providing the reasons for recommendations after consulting
with supervisors
Firstly, the communication process is needed between the warehouse and actual customers of the
cars.
Secondly, simplifying the internal process can make easier the overall communication.
Thirdly, RFID and EDI technologies can track the cars and they can understand the process
behind the late arriving.
Fourth, the customers can get the information beforehand if the deliveries get disrupted on the
road. Therefore, the customers can get an intimation of the late.
Fifth, the drivers must not be late and if they are getting late, they need to send the update to the
customers as well as the management with justification.

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Task 3
3.1 Developing KPI for customers service representatives
KPI can help to measure the customers’ service and customer representatives need to
handle the complaints of the customers. According to Hussain, Al Nasser and Hussain (2015),
customer service is everything; however, measuring the customer service is very difficult.
The management team can train the experts so that they can retain the customers. The
customer service team needs to be able to handle complaints from the customers. Each of the
sales executives can be tracked through CSAT (Customer Satisfaction Score) and it is the most
popular KPI.
The customer service team must handle the complaints of the customers in a proper way
and they can listen to the customers in a proper way. VT1KarMart should make a team to reduce
the complaint handling period.
The customer service executives must identify all customers’ issues and if the customer
executives listen to the customers' complaint effectively, the customers will feel that they are
valued by the organisation. Each of the customers' complaints must listen carefully and the
customer service team can point down the issues. The customer service executives can increase
customer satisfaction level through treating the customers in a proper way. The customer support
team should focus on measuring the customer satisfaction level through build customer loyalty to
increase customer satisfaction. The sales executives must avoid the customer retention mistakes
(Izogo and Ogba 2015).

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The VT1KarMart needs to set the management team to assist the colleague in improving
customer service. The management team can assign Net Promoter Score (NPS) to measure the
customer satisfaction of the customers to an executive. Customer retention is needed for the
organisation as the customers are the revenue generator of the organisation. The customer can be
retained mainly in three ways, one is to provide the best price in the market, second is to treat the
customers well and third is to set the customer expectations early.
3.2 Developing questionnaire to collect customer feedback and seek verbal and written
feedback
The questionnaire can collect the feedback from the customers and the questions can be in close-
ended mode. The Customer Representative Team can create five close-ended questions so that
the customers can provide their reply through a survey. When the customers will visit the stores,
the customers can provide their reaction to the survey questionnaire.
1. How likely would you purchase a car from VT1 KarMart in next five months?
 Extreme likely
 Very Likely
 Moderate
 Slightly
 Not Likely
2. How likely do you buy a vehicle from the automobile stores?
 Extreme likely
 Very Likely
 Moderate