Part A
Scenario 1
Read the case study scenario below, and complete the task that follows.
A customer service plan is initiated at Olym Gas Supplies after a customer survey identifies the following quality service gaps:
The service plan includes a recommendation to install a better phone system that could handle up to four lines, and a review of the delivery schedule process.
You are required to:
The two measures as Olym show concern for customer need are; Delivery time service and and number of phone inquiries. These are the consequence of repeat business represent. This can show that even customer are happy with the price of our gas but the repeat business number lower than the require standard. This can be seen that good customer service also important for customer.
Olym management should conduct customer service survey to find out on specific problem about customer service and customer experience. The number of customer satisfaction can help to ensure that they are satisfy with our service or not.
However, Oylm management should provide training for customer service agent to ensure that they serve customer with the standard level also if they need more customer service agent, recruitment officer should consider to hire more customer service agent to ensure that we support customer demand. Same as driver, and also investigated on why delivery time is over the benchmarked standards.
Scenario 2
Read the case study scenario below, and complete the task that follows.
A customer who purchased a blender has returned it to the shop. She is very upset, but as she speaks little English, it is difficult for the customer service staff member to understand what she is saying. In addition, the blender looks as if it has been used a number of times. It is not in its sale box. The customer service staff member shows the woman a receipt and, through hand signs and body language, asks whether the customer has one for the blender. The customer does not have a receipt. It seems that the woman wants her money back and does not know that the shop only provides refunds if a product has not been used, although they will give a voucher for the same amount of money or exchange a faulty product. Meanwhile, the situation is attracting attention
from other customers.
You are required to:
List the strategies you would use as a manager to resolve the situation and to follow up with the customer service staff member.
Scenario 3
Read the case study, and then complete the tasks that follow.
An urban-based training provider, City Training, was contacted by the rural fire service to conduct a training needs analysis of their volunteer base. The contract was potentially worth tens of thousands of dollars, and well within the expertise and knowledge of the company's training staff; however, sales executive, Tim, said it was outside their normal market space but could recommend a competitor closer to the client. The rural fire commander seemed happy at the time and hung up. Tim noted his phone number and name on a piece of scrap paper.
You are required to answer following questions:
I would assist Tim on his performance, how he behave. This make us lose customer so that we should investigate that is he intend to do this or because he is lack of knowledge. However, I would recommend to attend Tim on the coaching session.
I should assist Tim about customer service skills and also our policy and procedure, he should know how he can handle customer or make customer impress with our service and product.
Scenario 4
Read the case study below, and complete the tasks that follow.
Jolly Airlines operates charter and regular flights to rural Australia departing from Sydney Airport. A large client is Opally Mining Pty Ltd, which uses Jolly's services on a daily basis. Over recent months, Jolly executives have noticed a reduction in bookings and identified through their information management system that Opally Mining bookings are down more than 50 per cent on the same time last year.
An executive sends an email asking for feedback from his Opally Mining booking contact. The aim is to determine if the decrease is due to a service problem that could be addressed in order to regain this business.
Opally's Managing Director calls the next day to provide personal verbal feedback. On the record of conversation he states:
'I joined the last crew to go out to our site and was appalled at the level of service given to my staff by your in-flight service personnel. The person in question joked with customers, often appeared to flirt with my men and seemed flippant when discussing the aircraft's safety procedures'.
The conversation ends with Jolly agreeing to investigate and get back to Opally's executives within the next 24 hours.
You are required to answer following questions:
To correct this problem I would investigate on what happen within the flight, as we also need to listen from our employee as well as listen to customer. Also ask employee to give explanation about this situation and if they performed misconduct, cabin crew should be given the warning letter.
To improve customer service, we should retaining our employee frequency such as every 6 months to ensure that they meet the standard of customer service of Jolly Airline’s in flight service personnel. Also provide, customer feedback form to ensure that customer satisfy with our service every time.
I would consult with management of Jolly airline as they can advice on how we should conduct the training and also the budget of all plan.
Scenario 5
Read the case study, and then answer the questions that follow.
Case study
Hans is the manager at Commuter Cycle Centre (CCC). As well as commuter bicycles, CCC also sells a range of bike accessories and bike touring equipment.
One day, Hans receives a call from a frustrated customer. They had bought their previous bike and a number of different accessories from CCC so returned to them when they were looking to replace it with a later model. The customer says that the person who served them did not realise they were a regular customer and could not answer his questions about the features of different models or their prices. Hans checks the roster for the day of the customer’s visit and realises that
the trainee, Sarah, must have been the one to serve the customer.
Han should apologies with customer experience with us also provide the answer of all customer’s inquiries to ensure that customer meet their expectation. Han should also explain to customer that our agent might lack of experience as he is new and we will improve on that.
Han should training Sarah to gain her knowledge of our product and how Sarah should assist when she could not help customer inquiries, Also I would recommend Han to provide sources of knowledge where Sarah can find the information.
Provide information system such as how Sarah can access to customer profile to see their history and which product the relate to customer inquiries, so that other agents also can service customer like they are specialist and care customer.
Phone recording might help to improve on customer service agent as we can check on quality of their service, also customer database help to ensure and track of history and customer profile for repeat customer.
Case study (continued)
Hans’ predecessor had opened two repair outlets within walking distance of busy railway outlets. These are currently losing money and the owner wants to close them down. Hans is sure that they could perform much better. Hans schedules a meeting with Joe, the repair supervisor, to get his view on the situation. Joe says that he could turn the business around if he was able to provide what his customers wanted.
Research plan
Research plan |
Expectation outcome |
Timeline |
Meeting with team research to setting research objectives |
Research objectives |
1 week |
Provide research strategies including budget |
Research method |
1 week |
Conduct research |
Research the customer feedback |
1 month |
Collect the research outcome |
Collect customer feedback research |
1 week |
Analysis the outcome |
Analysis customer research outcome |
1 week |
Method of collecting survey,
Question that should ask customer
Customer service plans are unique to each organization. No two plans are alike and there is no right or wrong format, but a few basic elements should be addressed by all customer service plans:
The assumptions about demographics of the target customer is they impress with our customer service and they receive the same standard from every agent.
Customer want our suggestion from a bike repair shop that help them with their inquires or their problem also good service.
Part B
Please answer below questions.
When addressing abusive customer bahaviour;
The techniques that could use to improve customer relations
Customer service skills training; as the training of customer service is the foundation of creating a customer service culture is understanding expectations, going the extra mile, and being a customer advocate. Applying behaviors of helpfulness, genuine interest, and respect moves customers from hostile or ambivalent toward supportive and enthusiastic.
Timeline: Every 6 months
Measurement: customer satisfaction survey
KPIs: meet customer satisfaction survey over than 80%
The example would be Persons using mobility aids or with mobility impairments.
We should start of know what customer what by asking questions to verify their need to take at this point to establish the real needs of the customer.
Strategies for resolving the problems such as;
Legislative would be;
Everyone has called a business, only to hear, “Your call may be recorded for quality purposes.” This mode of monitoring customer service is a common one that can be highly effective in teaching employees better service techniques. When CSRs actually hear how they sound to customers, they can use that knowledge to make corrections to their service methods in the future.
Some managers find that simply asking customers what they think of the service is an effective way to pinpoint potential problem areas. You can apply this technique casually, chatting with a customer after a transaction is complete. A more formal approach is to call a customer after the fact with a scripted questionnaire, or ask customers to complete a survey form that gives information about the quality of service they received.
Some companies employ mystery shoppers to perform transactions and then report on the level of service they received. The advantage of this monitoring technique over customer feedback is that the mystery shopper knows what to look for the moment he sets foot in the business. These shoppers typically complete a questionnaire right after their transaction that provides specific, measurable information about the transaction.
Another way to measure service is by looking at the sales numbers – whether you want to measure by first purchases, subsequent visits or cross sales. Keep in mind that while the numbers do provide valuable information about your customer service, they can fail to offer the full picture of service quality that some of the other monitoring techniques provide. However, if you are currently focused on using service to make cross sales or encourage customers to return, these numbers may offer the data you seek.
Record keeping is a fundamental activity of public administration. Without records there can be no rule of law and no accountability. Public servants must have information to carry out their work, and records represent a particular and crucial source of information. Records provide a reliable, legally verifiable source of evidence of decisions and actions.
Greater access to an appropriate standard of services—increased availability, accessibility, affordability of consumer goods and services that meet neighborhood needs as determined by residents
Public relations may include an organization or individual gaining exposure to their audiences using topics of public interest and news items that do not require direct payment. The aim of public relations by a company often is to persuade the public, investors, partners, employees, and other stakeholders to maintain a certain point of view about it, its leadership, products, or of political decisions.
Common activities include speaking at conferences, winning industry awards, working with the press, and employee communication Customer service is the provision of service to customers before, during and after a purchase. Customer service is a series of activities designed to enhance the level of customer satisfaction – that is, the feeling that a product or service has met the customer expectation. The importance of customer service may vary by product or service, industry and customer.
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