The customers can be described as the most crucial aspect of the organization and it is very important that the different custom complaints are effectively dealt with and the customers are given no future scope for complaints (Kursunluoglu 2014). The given report will be identifying the different complaints received by Bang on Bikes.
The complaints which have been received by the company are based on the quality of the services being provided by the organization. The complaints stated that the staff members of the company are not polite, they were not being provided with adequate post sales services and that they were constantly receiving calls from the company in regard to the new offers which tends to disturb them during their work hours or family time.
Methods to ensure that plan meets quality, cost and time specifications
The given method can be largely adopted to ensure that the methods of customer service meet quality, time and cost specifications (Cook 2017).
The team members who are largely involved in the business need to be inspired and motivated continuously in order to ensure that they are largely motivated.
The culture of the organizational team members needs to be effectively maintained.
The communication in the organization needs to be very clear in nature.
How to ensure that delivery of quality products are ensured
In order to ensure that quality products are ensured the following steps need to be taken:
The given procedure needs to be maintained in order to monitor the team performance:
Helping colleagues
The colleagues may be helped in the following manner:
Obtaining customer feedback forms a crucial part of the organization and any company which aims to find success in the long run needs to ensure that it is successfully able to obtain the customer feedback. The following methods can be effectively used:
Managing complaints and adapt to customer services
The customer complaints are required to be taken effectively and held in all seriousness, hence, the complaints must be managed in the given manner:
Managing records
It is crucial for the organization to be successfully able to manage the customer complaint records so that they are able to ensure that the following records are present:
Conclusion
Therefore, from the given it can be understood that maintaining clarity in the consumer relationships are very crucial in nature and ensure that the organizations image is maintained.
The primary aim of the given report is to outline the different organizational policies, legislatives and other related laws in order to understand the success of the organization and its consumer relationships. The organization chosen for reference is Woolworths in Australia.
Customer service legislation
The organization Woolworths deals with customers regularly and is required to abide by the following legislations in order to ensure proper relationships are maintained:
Organizational policies and procedures for customer service
The organizational procedures and policies in order to handle customer complaints have been given as follows:
The best service standards which are applied by the organization has been given as follows;
Public relations and product promotion
The Woolworths organization engages in extensive public relations with the different customers to see to it that the image of the organizations in front of the different consumers. Maintaining effective public relations helps the organization in ensuring that the organization remains popular in the eyes of the customers and that the revenues of the organization improves considerably.
The Woolworths organization engages in extensive product promotions. The organization promotes its products with the help of social marketing, digital marketing, traditional marketing and other techniques (Bansal and Taylor 2015). The company is very popular among the Australian audience and hence it ensures that the operations are successful in nature.
Techniques to deal with customers of specific needs
|
Customer behavior |
Engage in observations and practices which shall help in understanding what the customer requires and resonates their behavior. |
|
Customer needs research |
Engage in research techniques, surveys, consumer feedbacks and other platforms to understand the needs of the consumers (Khan and Fasih 2014). |
|
Customer relations |
Maintaining relationships with customers by loyalty programs and well trained staff and employees. |
|
Ongoing product and service quality |
Taking continuous assessments to ensure that the product as well as the service quality offered is maintained throughout the organization. |
|
Problem identification |
Analyze the problem of the organization regularly in order to look out for any problems which may exist in the system or may arise in the future. |
|
Quality service of customer delivery |
A proper quality department needs to be employed which will then assist the company in ensuring that the last step of value chain is completed successfully. |
|
Record keeping |
The organization needs to maintain digital records for organizational success. |
|
Strategies for monitoring, managing and introducing ways to improve ways for customer relationships. |
Having a separate monitoring team will be beneficial (Jüttner et al. 2013) |
|
Obtaining customer feedback |
Conduct surveys and other researches regularly. |
Managing the quality of service at the workplace is very crucial and hence, for this reason it is very important for the business to have a particular procedure for it. The procedure has been defined in the given sections
Needs of the customer
The needs of the consumers form a crucial part of the organization and for this purpose it is very important to ensure that the customer needs are well understood. This can be done by ensuring that adequate customer needs are understood through a wide variety of ways. The ways are as follows:
Quality time and cost specification
In order to ensure that the company achieves long term success, the quality time and cost specifications need to be met with the following need to be done:
The given procedure needs to be maintained in order to monitor the team performance:
In order to monitor progress the following procedure shall be adopted:
Strategies to gather customer feedback
Some ways of gaining customer feedback are as follows:
Procurement of resources
The procurement of resources needs to be made in a timely manner for which the given procedures can assist:
Utilizing resources effectively
In order to utilize resources effectively, the following need to be adopted:
Problem solving techniques
The given problem solving techniques might be used:
The records must be maintained effectively. The following strategies to be used:
The different ways of identifying customer needs are as follows:
While engaging in dealings with the different consumers, the organization needs to the following needs to be ensured that specifications are met:
The business plan will be required to have certain standards for customer service. The content of these standards may include the following:
The Elements of a quality service are as follows:
The poor work performance of staff are due to the following reasons:
The staff members can be assisted in the following manner:
The four steps for effective monitoring are as follows:
The different types of information to be recorded are as follows:
References
Austrade.gov.au. ,2018. Australian business and environment laws – Austrade. [online] Available at: https://www.austrade.gov.au/International/Invest/Guide-to-investing/Running-a-business/Understanding-Australian-business-regulation/Australian-business-and-environment-laws [Accessed 11 August. 2018].
Bansal, H.S. and Taylor, S.F., 2015. Beyond service quality and customer satisfaction: investigating additional antecedents of service provider switching intentions. In Proceedings of the 1999 Academy of Marketing Science (AMS) Annual Conference (pp. 75-82). Springer, Cham.
Chen, Z., Zhu, J. and Zhou, M., 2015. How does a servant leader fuel the service fire? A multilevel model of servant leadership, individual self identity, group competition climate, and customer service performance. Journal of Applied Psychology, 100(2), p.511.
Cheshin, A., Amit, A. and van Kleef, G.A., 2018. The interpersonal effects of emotion intensity in customer service: Perceived appropriateness and authenticity of attendants’ emotional displays shape customer trust and satisfaction. Organizational Behavior and Human Decision Processes, 144, pp.97-111.
Conway, N. and Briner, R.B., 2015. Unit-level linkages between employee commitment to the organization, customer service delivery and customer satisfaction. The International Journal of Human Resource Management, 26(16), pp.2039-2061.
Cook, S., 2017. Measuring customer service effectiveness. Routledge.
Fullerton, G., 2014. The moderating effect of normative commitment on the service quality-customer retention relationship. European Journal of Marketing, 48(3/4), pp.657-673.
Hill, N. and Brierley, J., 2017. How to measure customer satisfaction. Routledge.
Izogo, E.E. and Ogba, I.E., 2015. Service quality, customer satisfaction and loyalty in automobile repair services sector. International Journal of Quality & Reliability Management, 32(3), pp.250-269.
Jüttner, U., Schaffner, D., Windler, K. and Maklan, S., 2013. Customer service experiences: Developing and applying a sequentialincident laddering technique. European Journal of Marketing, 47(5/6), pp.738-769.
Khan, M.M. and Fasih, M., 2014. Impact of service quality on customer satisfaction and customer loyalty: Evidence from banking sector. Pakistan Journal of Commerce and Social Sciences, 8(2), p.331.
Kursunluoglu, E., 2014. Shopping centre customer service: creating customer satisfaction and loyalty. Marketing Intelligence & Planning, 32(4), pp.528-548.
Radnor, Z. and Johnston, R., 2013. Lean in UK government: internal efficiency or customer service?. Production Planning & Control, 24(10-11), pp.903-915.
Setia, P., Venkatesh, V. and Joglekar, S., 2013. Leveraging digital technologies: How information quality leads to localized capabilities and customer service performance. Mis Quarterly, 37(2).
Shire, K., Holtgrewe, U. and Kerst, C., 2017. Re-organising customer service work: an introduction. Re-organising Service Work: Call Centres in Germany and Britain: Call Centres in Germany and Britain, p.1.
Tan, C.W., Benbasat, I. and Cenfetelli, R.T., 2013. IT-mediated customer service content and delivery in electronic governments: An empirical investigation of the antecedents of service quality. MIS quarterly, 37(1).
Woolworthsgroup.com.au. ,2018. Contact Us Online – Woolworths Group. [online] Available at: https://www.woolworthsgroup.com.au/page/contact-us/general-enquiry [Accessed 10 Aug. 2018].
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