Customer Service Management Tasks

Task 1: Develop a Complaint and Feedback Form

TASK1

Customer Complaint Form

CUSTOMER DETAILS

Title (Mr., Mrs., etc.)

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Address

Telephone number

Business number

Mobile number

Email address

DETAILS OF OTHER PERSON OR SUPPLIER INVOLVED IN THIS COMPLAINT

Name

Address

Telephone number

Business number

Mobile number

Email address

DETAILS OF GOODS OR SERVICES SUPPLIED TO THE CUSTOMER

Date of purchase

Description of the goods or service including make, model, type of service, purchase method, etc.

Details of the customer complaint

OFFICE USE ONLY

Complaint received by

Date received

Action required

Date action completed

Signature

 Feedback form

First Name
Last Name

 Please provide your feedback on the quality of our service

Excellent
Very good
Good
Average
Poor

Do you have suggestions on what we can do to provide you with a better service?

TASK 2.

CUSTOMER SERVICE CHARTER: 

OUR COMMITMENT TO YOU

At store, we aim at offering quality services in a respectful. Caring and inclusive environment focusing on value of responsibility, respect and resilience.

Our goal is to transform each average client interaction into an impeccable store service experience.

The store believes that our clients are the sole reason we exist and we deliver quality customer service through:

• Not making promises that we cannot keep. We always under promise and over deliver but not over promise and under deliver.
• Knowing our clients and forming relationships with them
• Dealing with complaints effectively and efficiently
• Always being ready to go an extra mile for the sake of the client
• Answering the phone on time preferably within three rings, with a greeting.
• Our staff is always courteous, knowledgeable, well-mannered and ready to help
• We are ways read to help even though we will not benefit from it directly. 

Our clients have some rights that pertains the store service delivery. The rights are not forced on the store by any authority but it is a self-regulated and self-imposed system that the store voluntarily adopts.

The rights of the store customers in terms of customer service include:

• A right to be treated according to the store’s brand and service values and the store’s service charter.
• A right to submit complaints about service delivery in accordance to the brand and service values and the service charter.
• A right to full access to information on personal business and other information provided it does not infringe the clients’ rights.
• A right to be informed on material charging or pricing error and how and when the store will correct the error.
• A right to easy and clear terms and conditions as applicable to the store’s products and services.

The responsibilities of the store’s client’s include:

• To respond to information requested by the store’s staff members accurately and on time.
• To treat the staff at the sore with respectfully
• To adhere to any legal requirements and other duties that clients should meets to abide to laws, rules and regulations of the nation. 

Customer complaint and feedback

Even though the store works hard to deliver excellent service, sometimes, disputes raise or unsatisfactory service is delivered . Hence, the store commits itself to deal with the complaints or concerns of cleints promptly and competently, advisng them on the action to take, how long it should take and the results they should expect.

RETURNS PROCEDURE:

We welcome feedback from cleints including cimliments and comlaints and clients are advised to lodge their complaints as follows:

Client complaints should first be submitted to the relevant department or branch for a fast

• solution. It should be preferably done in writing through fax, email or letters for record keeping
• If the complaint is general or the client feels that the matter has not been ultimately dealt with in the department or branch, he or she can be sent to the Executive office.
• If the client still feels dissatisfied he or she can submit the complaint to the managing director. 

Thank you for shopping with us. If you are not satisfied with your purchase we are at your service.

Returns

• You have a month to return a product from the date you received it
• To qualify for a return, the product should be in the same state as it was on arrival. It should be unused.
• The product must be in original package
• The item should be accompanied by the receipt as proof of purchase.

Refunds

• Once we receive your product it will undergo inspection and you will get a notification that we have received it. Immediately after inspection you will be notified on the status of your refund.
• If your return is approved, you be refunded in your credit card or your mode of payment
• You will receive the credit within a specified amount of days depending on the card’s policies.

Shipping

• You will be responsible for covering the shipping costs for returning the product. Shipping costs are nonrefundable.
• If you receive a refund the cost of return shipping will be deducted from the refund.
• Contact us on any questions on how you should return your item.

Task 3

COMPLAINT RESOLUTION PROCEDURE DIAGRAM:

                                                                                 

Task 4

Category	Key Performance Indicators / Service Standards	Current Customer Service Issues and scores of your team	Your plan of action
Customer behaviour and service quality	Always be neatly dressed and well presented. Wear a name badge that clearly identifies you and/or your role. Smile to the customer. Use a friendly tone on the phone – your voice represents the organisation	Several customers not happy with the level of service because: they cannot identify the person without name badge they are not being greeted Score received 5/10	I will come up with a rule that all members of staff should wear their badges and if anyone’s badge is not clear they will have it replaced. The guidelines will also stipulate how employees should relate to customers including etiquette and greetings. If they are not well versed in this they will receive training.
Service time	Answer the call in 2 minutes or forward to another person within 2:30 minutes Categorise the issue into minor and major issue immediately Provide the service at the same call if it is a minor issue	Several customers complained that Their calls are not answered by a staff in 5 -10 minutes Some minor complaints are not resolved immediately Score received 4/10	Find out why calls are not answered promptly and if the staffs working in this department are overwhelmed, more people will be deployed in the section. I will also come up with a flow chart for complaint resolution to make sure that all complaints are resolved effectively and efficiently. There will also be a team set for complaint resolution.
Product knowledge	Gain product knowledge on the products/services that you will service If knowledge is insufficient, register for next training sessions.	Several customers complained that The staff lack product knowledge Score received 3/10	Staff will undergo training and they will familiarize themselves with the store’s products and services. They will gain knowledge on the functionality of the products and anything that eh client may ask. If the members still portray this issues. They will go back for further training. Whenever there is a new product, the staff will undergo training.

Task 5         

POSSIBLE PROBLEMS

Poor management

Monitoring is imperative in ensuring proper customer service. Due to the poor management in Fly Sydney Airlines, the bookings have reduced and the information management system is poor. If proper monitoring had been discovered earlier, the company could have discovered the faultiness in the information system early and prevented the losses incurred in the recent months.

Task 2: Create a Customer Service Charter and Returns Procedure

Poor management may severely affect the company in the long. It many influence employee retention. In 2013’s Gallup’s report of the American Manager, one out of two professional who participated in the survey said that at some point in their career they had to quit jobs to get away from their managers (Pfeffer, 40, 2014).  However, strong managers who employ good management skills improve the company by reducing turnover, empowering employees and boosting their morale hence, more productivity. It is crucial for the airline to employ good management skills driving employees to give their best.

When employees are not recognized for their accomplishments and only recognized for their failures, they feel inferior and they feel they are not valued at work. They work in a state of fear of making mistakes (Pfeffer, 45, 2014). This is a common problem and it always leads to more mistakes. The manager should communicate effectively and not only by delegating but letting employees know that they are valued in the airline.

Poor managers threaten employee’s job security and when employees sense that they may lose their jobs, they use company time to look for new jobs and the daily business operations are affected. Their morale also reduces and they disregard the company’s, goals and objectives.

 Unqualified Staff

The staffs are unqualified given the fact that they did not discover the faultiness of the information management systems. They are also not keen in discussing the aircraft’s safety procedures.

It is important for the airline to hire qualified staff since they will make sure that they offer customer the best experience which is a main driver for sales. Happy customers will always come back and they will refer their friends which mean more revenue for the airline. By disregarding the key safety procedures, the staff puts customer in danger and this will drive them to the airline’s competitors. Up notch customer experience will yields customer satisfaction which will boost customer loyalty and the company will easily tap into the market drawing in more customers (Lemon, 70, 2016). Qualified staff may cost more, but it is an investment.

YOUR SUGGESTED SOLUTIONS

Staff training

It is evident that most employees have a few weaknesses in their work environment skills. A training program will enable the company to improve those skills that every employee needs to move forward. The training program will bring all workers to a more elevated level so they all have similar skills and information. This decreases any frail connections inside the organization that depend on others to finish fundamental work errands. Giving the important training makes a general learned staff with employees who can take over for one another as needed and embrace teamwork

Task 3: Design a Complaints Resolution Process Flowchart

Regular Staff Training

Training will help in guaranteeing that work skills remain current. When employee is equipped with the current skills, they can be in a better position to address the issues that arise in the organization.

Technology has been changing day by day. There are system updates every now and then and employees need to know about these changes and they need to familiarize themselves with the new features in the system. Training gives employees a chance to expand their knowledge. However, the airline may find this expensive since the staff will miss out on work time as they attend the training sessions which may affect the day to day business operations. Nevertheless even though there may be these drawbacks, training benefits both the company and the employees since it a worthwhile investment.

Training boosts employee performance since they are more aware of the safety measures and the proper guidelines for different tasks. Through training, employees acquire new skills, boosting their confidence since they understand the industry and the job better (McGill, 20, 2017). The confidence may make them perform better and they come up with new ideas to improve the organization. With their new skills, the employees will help the company in securing its position as leader in the industry, acquiring competitive advantage since through better service, customer experience improves.

Since the company invests in training, employees realize that they are valued and they stop seeking other job opportunities. Training nurtures a supportive working environment that boosts employee satisfaction. They are encouraged to give their all, since they know that the company also sacrifices for them.

 Regular Customer Questionnaire and Survey execution

This will help in identifying the needs of the customers as well as the weaknesses in the current services. This can act as a guide for the company on making improvements to achieve customer satisfaction.

Customer feedback is important since the airline can get ideas on how to personalize their products and services. Through customer feedback the airline can know its customer at a personal level and the customers will feel value when they realize that the airline follows their advice.

Random quality checks inspection.

This will ensure that the company upholds the safety requirements set by the Airline controls and improve the safety of the customers.

Carry out Systematic Analytic Tools and Techniques to identify and resolve problems

This will be effective in identifying all the problems in the company and designing the best mechanism to address the problems.

Task 6

Task 4: Create a Customer Service Plan

a. Janice is ignorant about customer information which makes her lack the ability to serve the customers well. She also does not embrace teamwork which affects her performance.In employee training; emphasis should be placed on customer service. While some positions do not really communicate directly with customers, customer service is something every employee should try to do. At the same time, the company should have a good customer service atmosphere.

b. An effective induction and training program, matched to appropriate performance appraisals will benefit company, the company and all the customer/ supplier interface members. Good customer service comes from employees who have a very clear understanding of what good customer service is; systems and processes which are designed around customer needs and wants; work cultures which support and reward employees for good customer service- satisfied employees will input higher levels of discretionary effort with regard to customer service; an exceptionally good internal customer interface which is consistently supported by adequate resources; good relationships with suppliers who support the organisation’s quality objectives; effective training and training support mechanisms within the organisation.

Performance appraisal will ensure that she performs to the best of her ability. She will nurture her potential and she will get the right reward which will translate to better organizational performance. Through performance appraisal, Janice will identify her training needs and if it is needed, she will get training and development making sure that she can achieve her goals and objectives as set by the organization (Bernadin, 50, 2013). The procedure will also benefit her individually since it includes performance review component which will help her in career development by predicting the kind of work she may do in future. Appraisal will depict the results that Janice should produce within a certain period while comparing her performance against a certain standard.

c. Yes, it is. Customer service is very important, because the level of customer service is directly related to the organisation’s reputation. Often, customers choose a company not just because of the produces company offers. Many companies can provide the products with no difference. However, in the choice of customers, they will choose their own most satisfied one. In this process, customer service has shown a very high value. That is why it is necessary for Janice to understand that she has a very definite role to play with regard to customer service. Good customer service will be provided by people who have a commitment to employers and customers. Those employers or leaders/ managers who lead and manage in ways which satisfy employee needs and expectations, who empower employees and who include employees in planning and decision-making, who acknowledge and reward employee contribution and who pay fair wages for a fair day’s work can expect employee loyalty. A climate in which employees feel secure and respected will naturally encourage customer focus. Thus, the wellbeing of employees should be a high priority in all organisations.

Task 5: Identify Service Problems

Task 7

a. No, she is not following the customer service “codes of practice”.

1. She does not practice accountability since the customer complains that it takes too long for them to get served.

She is not effectively providing her services since the customer says it is the third time had raised the complaint and none of the staff listened.

She does not respect the privacy of the customer.

She is not professional since she indicated with a hand wave to the next customer to come forward to the desk. She is also disrespectful to the customers.

b. She should review the codes of practice and exercise professionalism at work. She should also take note of the customer’s complaints and exercise proper problem solving techniques.

c. Higher authority like Safe Work department and Workplace Health and Safety department.

d. To regulate the behavior of employees by carrying out codes of practice.

Task 8

1. Adhere to the job requirements.
   1). I identify the tasks assigned to avoid internal conflicts.
   2). Document all major work activities
   2. Information about your role and responsibilities
   1).Job description: Your job role and key responsibilities are usually contained within a Job Description
   2).Duties: Your job description will list the duties which must be completed as part of your job
   3). Selection Criteria: The selection criteria for a job define the essential skills, knowledge, experience and qualifications that an applicant for the role must have. By default you should possess these in order to be working within your current role.
   3. Clarifying work instructions
   1). Clarifying verbal instructions
   2). Clarifying ambiguous policies and procedures
   3). Seeking specialist advice

Task 9

PRESENTATION SPEECH:

Hello everyone, I would like to begin by appreciating your hard work and the effective problem solving techniques used in dealing with the issues me the organization. I am also grateful of the teamwork embraced by all of you to ensure that customer satisfaction is achieved. Your patience and understanding has helped us deal with the customer bullying and maintain the operations of the company and that is really impressive. I also thank you for being understanding and the failure to overreact when approached by the bullying customers.

Firstly, I understand everyone is suffering from the work stress and complaining with the more work than daily work. However, we need to understand that the company is working towards reducing production costs while at the same time maintaining the quality of our services. Secondly I assure you that your complaints are being addressed and the management will ensure that the issues of employee dissatisfaction do not happen again in this organization. The company is also working towards reducing the workload of employees to avoid being overworked. This will be addressed through hiring more employees. It has officially been confirmed that the security department will have 20 more staff members to join us in order to manage the rush hours in the airport. This will increase our effectiveness and help us manage our customers better.

Lastly, I hope everyone can keep up the positive energy in the work environment and treat the passengers well. In case of any issues I would like to urge you to report them to me early so that they can be addressed. Thank you so much again for your work and your patient.

Task 10

1. Establish a goal to direct your efforts
The goals will help to determine whether the company is being productive or not.
2. Give something to measure success against. This will give the company the motivation to meet its goals.
3. Specific – they should be precise in meaning. Being precise will help the employee know vl4early what is expected of them?
4. Measurable – they need to be quantifiable, or able to be measure. Being measurable will reduce the chances of working towards unrealistic goals.
5. Achievable – they must be realistic to the work to be done with the available resources. Achievable goals are a great source of motivation for the employees.
6. Relevant – they need to focus on the correct priorities, that is, the needs of the customer. The relevance of the goals will ensure that the company does not waste resources working towards accomplishing goals that do not improve the position of the company.
7. Time Limited – there should be a time frame set on the standard to indicate how often or how quickly an action is to occur. Providing a time limit to achieve the goals will further help guide the company staff on the time required to complete each of the tasks assigned to them.
8. Supported – this includes the systems, technology and processes that support the service staff. While this criterion does not have to be written into the standard itself, others in the organisation should also be held accountable for ensuring that the standards can be achieved.