Woolworths Customer Service Report: Recommendations and Analysis

This report analyzes customer service strategies, focusing on Woolworths. It assesses customer needs through market research, collaboration, and social media monitoring, and examines the current business structure, identifying problems like inadequate complaint handling. The report suggests improvements through implementation schedules, budget resources, and a practice model for the organization. It emphasizes the importance of employee involvement, follow-up, and customer feedback systems, including surveys and records. The presentation outlines effective communication techniques like a sense of humor and appropriate language choices. The report also includes advice on customer service requirements and communication techniques and provides recommendations to enhance customer service delivery. This includes handling complaints, implementing organizational changes, and embracing industry trends to create new business opportunities.

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Running Head: CUSTOMER SERVICE 0

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Table of Contents
Recommendations to increase customer service........................................................................2
Services of a customer are assessed by the needs and communication techniques................2
Current business structure, products, and services.................................................................3
Identified problems.................................................................................................................3
Implementation schedules and budget resources...................................................................4
Practice model for organization..............................................................................................5
Findings presentations................................................................................................................5
Preparation..............................................................................................................................6
Main points.............................................................................................................................6
Linking statements..................................................................................................................6
Presentation review................................................................................................................6
Advise on customer service requirements..................................................................................6
Customer needs and techniques..............................................................................................6
Diagnose problems.................................................................................................................7
Relevant and constructive advice...........................................................................................7
Business technologies.............................................................................................................8
Support implementation towards customer service strategies...................................................8
Budget resources....................................................................................................................9
Procedure................................................................................................................................9
Implementation of strategies..................................................................................................9
Evaluate and report on customer service.................................................................................10
System of customer feedback...............................................................................................10
Surveys for customer satisfaction and maintaining standards..............................................10
Recommendation..................................................................................................................10
Records, systems, and reporting procedures........................................................................11
References................................................................................................................................12

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Recommendations to increase customer service
Woolworth increased relationships with customers by providing improved and better
customer’s service (Jahanshahi, 2011). This organization also likes to provide a great product
with talented staff and like to build the direct interactions with the customers. Good
experience towards the product of the organization is built by the defined skill and quality of
support they receive by staff. Organizations listen carefully to customers and lookout for
opportunities to develop customer’s service with a good relationship.
Services of the customer are assessed by the needs and communication techniques
Strategy is an integral element for the Woolworth to build functions of business (Verma,
2012). Identified needs of customer helps to refine the project like product development and
choices of distribution. Following are the steps to assess the requirements of customer’s
needs and communication techniques.
 Research of market
I will conduct own research of market about specific product or amenities in local selling
areas that helps to identify the quality of services. Door to door survey provides useful
feedback to shape plans of the business (Barnham, 2015). The professionalism of an
organization is presented by a solicit information formally or informally by a better sense of
needs of customers.
 Invite collaboration from consumers
Collaboration with consumers about the development of product strategy will provide surety
about the product that reflected in the needs of customers (De Vaus, 2019). This includes
representative towards key customers in product development project team and provides
input towards product requirements or feedback on proposals of product. Set up a panel of
customers to evaluate or taste new prototypes of the product. Publishers release versions of
beta to select customers for evaluation before finalizing products for general release.
 Scan social media
Incorporating social media communication strategy enables to track discussion about product
and competitors (Chandler, 2013). Social media adds discernment to complement the
information to get feedback of the customer. By monitoring social media respond to comment
to engage prospects and customers in a dialog.

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 Customer relationship management (CRM)
CRM technique will enable to develop insight about the requirements of customers from own
records (Gordon & Berry, 2012). This system collects data on customer transactions and
contracts and delivers information about the transactions towards purchasing service history,
complaints, inquiries of product, and response towards marketing campaigns. Analyzed data
in the system of customer relationship management build a picture of customers’ needs and
preferences.
Current business structure, products, and services
It is important to pay careful attention to the business by increasing organizational structure,
product, and amenities (Frankenberger, 2013). This is decided according to the size of the
organization, aims, and industry. It is essential to think about the structure as a
communication flowcharts. The well-designed structure provides efficient communication
channels, encourages clean and fast decisions.
 Functional
The business structure or Woolworths at the functional level is commonly used (Bock, 2012).
Flow chart by a high ranking executive at the higher-level executive, with many middle
managers like marketing, human resources, engineering, and department heads. These all
report to the higher executive. These all departments singularly managed by each head of the
department and answer the top-level manager. The strength of the system is easy to
understand and holds business neatly compartmentalized. The report of departments heads
present the working conditions of business.
Identified problems
It is very important to handle complaints of customers about products and services
empathetically (Zott, et al., 2011). There is a lack of handling customer complaints. It is a
very big problem that is identified by me. To solve this kind of issue it is important to
develop a strong communication structure by controlling the conversation to achieve a
successful outcome. Handling complaints of customers proactively provide the lifelong
customer that remains loyal to the organization. Following are the tips for dealing with
complaints of customers.
 Actions

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It is important to ensure and commit towards the step that have the authority to solve the
issue (Silvana & Berbegal-Mirabent, 2012). It is important to explain and resolve the
complaints with realistic timescales. This is better to deliver, promise and take ownership of
complaints by involving colleague to explain customers with the role.
 Queries and understanding
This is essential to seek permission from customers that are not happy (Kindstrom &
Kowalkowki, 2014). Important and necessary facts support to identify and understand the
best to solve the situation. By importantly confirm facts and glean of information need. By
summarise and understand customers towards clear facts give the opportunities to share facts
that have omitted.
Implementation schedules and budget resources
Successful organizations understand the need for implementing organizational change
(Sorescu, 2011). Organization practices to change the things by understanding the
employee’s efforts for better services to customers.
 Employee involvement
Involvement of organizational change for better customer service needs to be communicated
and explained specifically that affect performance of an organization (Bocken, 2014).
Changing in the process of work improve the satisfaction of customers by reducing costs and
workforce within the organization can benefit the implementation procedure and planning.
Employees within the organization are closest to the process. This is important to understand
and participate in the new process to create customer satisfaction.
 Follow-up
Every change requires to follow up with implementation and assess the change that is
working and delivered according to the results that intended customer’s requirements (Reim,
et al., 2015). This exceeds target expectations work according to the planned work. This is
the case that management within the organization acknowledges and work according to the
adjustment of the desired result to achieve the target by satisfying customers at large level.
 Budgeting sources
Customer satisfaction always seems to have a lot to do by one another. For organization,
budgeting is an inward-looking exercise and concerned with things like compensation of

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employee, losses or profits, and expenses at operations level (Schaltegger, et al., 2012).
Services to customers is an exercise of outwards looking. Departments of customers service
work with the vendors, customers and suppliers more than their colleagues. Process of
forecasting and budgeting have a direct impact on the overall satisfaction of customers. The
budget of business increase the satisfaction of customers as provide a picture of business
work drive overall success and gain a clearer picture of factors that affect the satisfaction of
customers. The true sky as a budgeting and forecasting solution provides the context of
business of Woolworth. This allows the business team to consist of comments and
attachments in its entries. This offers the ability to easily create own custom templates and
reuse again and again and modify according to requirements. Users use templates to easily
understand and help them to shorten the budgeting procedure of department and increase the
ability to gain actionable insight from the budget.
Practice model for the organization
An organization best picture is characterized according to software development practices
(Indiatsy & Christopher, 2014). These are very important for development practices that will
bring the favorite results for Woolworth. These result measured according to the satisfaction
of the customer and decrease delivery time, cost with better practices. The best practice
model for Woolworth includes organizational opportunities to increase the ability to identify
best practices with achieving positive results. Strategy to achieve the goals is formulated with
quick-fix approaches. Reduction of cost often tops the lists and driving force within the
decision to outsource the development of source to an offshore provider. Time of the market
decreased by delivering fewer features to end-user by decreasing the workload of
development. Goals of the organization are measured and achieved by maintaining and
deliver software through a practice model of organization.
Effect of proposed changes
Change is an inevitable part to do business activities of Woolworth. It is embraced by the
managers, employees, and owners of the business (Slinger, 2012). Staffs within the
organization hesitate to leave the familiarity with comfort zone but it has a positive impact on
the success of business in the long run.
 Current industry trends
Changes within the business increase current trends of business (Guanshe, 2011). This makes
attractive towards potential customers and helps to maintain present customers. This ensures

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to maintain the trend by identifying that business not fall behind by marketing and developing
the same products of its own.
 New business opportunities
The capability to embrace change helped the business to create new opportunities (Yunbo,
2015). An employee within the organization can position themselves towards the capability
to assume additional responsibilities by making a possible candidate for promotion
Findings presentations
I will use effective presentation. This will be presented to the audience and suggested as a
key strategy for making an impact on business of Woolworth (Brigitte, 2011). This includes
the best use of the relationship between audience and presenter. This takes full consideration
of the requirements of the audience, it will capture the interest by understanding and inspire
confidence and achieve an objective. Following are the steps included in the presentation.
Preparation
There are large number of factors affect presentation design (Thorsten & Fleish, 2012). This
consists of objective to make the strategic decisions about design and presentation tone. The
audience has many different experiences, levels, interests, and knowledge level. It is
necessary to identify and involve the requirements of an audience to appeal the imagination
and interest positively. Venue and remit are the most important facts to present a paper by
meeting specific criteria.
Main points
Presentation design will include the main points of supportive change within business
(Sreeramana, 2016). This will include the three main points with adequate conclusion and
introduction. This is hard for the audience to follow critical arguments without important help
from the presenter. This will include the delivery of structured manner, logic, and building of
points to support information that consists of factual data, points, details, and procedure for
an explanation.
Linking statements
Linking statements is helpful to deliver the linear flow of the presentation to audience. These
linking statements send signals to the audience by highlighting points to link idea by creating
an overall argument to support organization effectively. An opening will include the clear
foundation of the presentation flow with the conclusion to remind audience main points.

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Presentation review
Afternote down the presentation, it is important to review contents as it should fill the
objective of presentation with logically structured by targeting the material at the right level
of the audience.
Advise on customer service requirements
Customer needs and techniques
Effective communication with customer and perspective are appropriate as an essential
communication technique for Woolworth. The identified and cleared needs of the customer
are useful to know about the market, needs, trends, and conditions of the environment that
affect the potential market. These are very important to identify the competitors and their
capabilities. This built many opportunities for developing the products, amenities, and ideas
that fit knowledge. Following are the techniques for the appropriate communication:
 Sense of humor
Keeping a sense of humor is a great way to augment the skills of communicative. Laughing
relieves stress and endorphins help to improve conversation mood. This is important to make
the humor appropriate for critical situations and the safest bet.
 Choices of languages
The choose words will help to describe coworkers and dramatic effect on the receptiveness of
communication skills. This is important to foster a sense of cooperation and solidarity.
Diagnose problems
This is necessary to understand the supply chains that support the development sale, design,
and support of product and amenities. This will support to identify the issues that need to be
addressed towards service delivery and meets customers’ requirements and options to
increase services that are developed and identified.
 Options for improved service
Examinations of supply and sales figure with a feedback of customer that deliver the required
information to determine the needs and expectations of customers of Woolworths. The
accurate and actual figure of sales determines the performance of an organization regarding
forecast and expected performance. If figures for sales did not reach the required then it
becomes important to investigate and determine product and service delivery problems.

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 Relevant and constructive advice
Analyzed and collected data of performance collected from stakeholders and customers will
help to build and generate appropriate service of customer’s strategies and deliver relevant
and constructive advice to promote the improvement of consumer delivery.
Relevant and constructive advice
To encounter problems of customers with services or products about brand nowadays expect
to offer a fast decent response. Spending time with the expectations to offer a quick and
decent response helps to increase the satisfaction level of customer of Woolworths.
Speculations with the brand support to offer a good expectation to increase customer
satisfaction with the value their time.
 Self-help options
A customer support process is considered as a more important to solve service related
problems and deliver access in-depth knowledge base for the business section.
 24*7 customer support
This is essential to offer a fast response to customers by dedicated customer support
department or team with a large base. This is the best way to offer support and considered as
outsourcing support positions to freelancers.
Business technologies
Technologies of business are emerging in particular word of customers market. Customers
are looking towards satisfaction, loyalty, and turnover. Services of customers must be
potential and effective of Woolworth to deliver the large audience. Following are the need to
deliver services towards structure and information on required customer service.
 Stuff responding
This is helpful to know stuff and respond to customers at a direct level. Brands with the
platform of social media help to team with individual and like to help customers buy the posts
and treat like approach to handle individual.
 Help customer and help themselves

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Social media is one of the important and fabulous ways to exchange and share information
and resources empowers to become their fountain of knowledge and create an engaging
community. This effect to save customers by reaching a high level of business.
Support implementation towards customer service strategies
To improve the services of customers it is necessary to build a strong customer service team
by strengthening service performance. It is important to train and hire professionals with the
right skills. By organizing the session towards improving the skills with a notable skill that is
necessary for customer service representative are:
 Patience and empathy
A service towards customers of Woolworth has to be deal with many queries that are needed
to be deal by processional and patiently.
 Good communication skills
It is significant to hire confident people and holds excellent skill in communication. They
should be enough capable to convey positive and strive to never end conversations that
represent a dissatisfied customer scenario.
 Knowledge
It is essential to ensure that reprehensive of customer service have completed knowledge
about the product, pricing, and service plans. This is the best way to check with the product
team rather than providing incorrect information.
Budget resources
To implement a strategy it is important to increase customer service by allocating and
identify budgetary resources. These resources include time, funds, and staff. These require to
identify budgetary limitations and research about costs. It is also recognized towards a cost in
terms of money and time. It depends on the strategy and budget service strategies to account
in a marketing budget. The organization built sales, product, cash flow, marketing,
management, project budget and so on.
Procedure
Woolworth to run the business smoothly requires an efficient and effective system to deliver
better standards for customer service. This contributes to the smoother application of
modifications within the business. This consists of many procedures to deliver the best

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organizational requirements by solving customer complaints. It includes policies and
procedures that are very useful to develop a more flexible policy or returns. Advertising by
sending emails to customers by newsletters, surveys, and advice regarding new products. A
website to provide customers another contract means. Printing brochures to increase product
knowledge. Application of a team approach regarding the participant's contribution by
providing achievement credit. Promoting and presenting a positive group image and
encourage to give constructive feedback in place of criticism by a performance that requires
improvement.
Implementation of strategies
Assistance to perform duties includes a role in which mentor of workplace reacts as a symbol
or model of the desired value in staff. Monitoring the relationship is very important for the
long-term relationship with technical or daily aspects. As a role model, there should be
emotional support and encouraging fair, ethical, and non-discriminatory work practices. By
implementing a procedure for complaints an organization deploy many strategies like receive
and log complaints, investigation, and solve the complaint by notifying customer solution and
follow up to settled and see that complaint was handled effectively.
Evaluate and report on customer service
Evaluation of customer’s service by Woolworth service delivery includes assessing the
effectiveness of strategies and implementation of the fresh strategies that manage and identify
areas with improvements. Continuous monitoring of customer services implements strategies
within the defined areas of improvements.
System of customer feedback
Customers’ service requires regular change. To meet the regular demand of customers it is
important to meet the changed customers’ requirements with regular evaluation of customer’s
satisfaction by the support of verifiable data. This is important for constant review and
measurement of customer expectations and needs with collected information to targeted and
deliberate fashion. Feedback of customers delivers satisfied opinions to improve service with
suggestions.
Surveys for customer satisfaction and maintaining standards
This provides information about the customer’s present needs with satisfaction. Survey
function overall comprehensive system of customer feedback. Surveys are used to gather
qualitative and quantitative data on the performance of customer service of the Woolworths.

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Forms of feedback are regularly used to commission a project towards survey as defined
respondents of the population with opinions, thoughts, and attitude towards a range of issues
regarding organization and customer service. This is used as an intermittently over a specific
time like for six months.
Recommendation
It is necessary to look towards the ways that can increase performance by serving client. This
is also important to look towards increase skills, progress, and knowledge for career
progression. It is essential to check skills for performance standards and specified in the
service charter of customer service. Managing own learning needs regular monitor and
review of strengths, weakness, and skill gap and considers to seek the learning opportunities.
There should be proper awareness about the organization's professional development
programs that helps to access short courses regarding leading a qualification. It is significant
to seek advice from the manager and observed experience from colleagues to deal with
consumers. Take benefit of offers to join consumer service workshops or seminars. There
should be an opportunity to access a mentor.
Records, systems, and reporting procedures
There are many forms for customer service performance data that exists within the business.
The secondary data need to be collected based on customer service performance that includes
the share of the market with sales growth and figure, product exchanges, returns, refunds, and
quality assurance data.
 Managing process of feedback
By collecting feedback according to the customer service and satisfaction increase to decide
with information to respond towards feedback and complaints. These managed by the
comparison of data and the number of required responses.

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