Innovative Widgets customer service improvement
BSBCUS501 Manage Quality Customer Service
Introduction
Innovative Widgets is the largest producer of the widgets in Australia. Established in 1952, its widgets are used as components in a broad range of machinery, from domestic appliances to industrial equipment. This report decisions to overcome problems and to adapt customer services, products and service delivery, use strategies to monitor progress in achieving product and/or service targets and standards. Develop and use strategies to obtain customer feedback to improve the provision of products and services. Develop, procure and use resources effectively to provide quality products and services to customers. And recommendations within the organization’s systems and processes for improving customer service standard.
1. Develop a set of KPIs for Innovative Widgets customer service representatives.
2. Develop a plan for monitoring the team members’ performance against KPIs.
Customer Service Balanced Scorecard vs. KPI Scorecard
It can be worked by:
We can put these goals on the strategy map to reflect the cause-and-effect relationship between them. We can also add more details, and align them with the goals’ proper metrics.
3. Develop a questionnaire designed to collect some customer feedback that is related to the KPIs and/or designed to uncover identifiable gaps between services provided (including the quality of service) and customer expectations.
Widgets Customer Satisfaction Surve Please choose the number that corresponds with your level of agreement |
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Dimension |
Questionnaires |
Rate |
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1 |
2 |
3 |
4 |
5 |
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Reliability |
The products I purchase are delivered when promised |
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Assurance |
How professional is our company? |
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Tangibles |
How convenience is our company use? |
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Empathy |
how our staff members show adequate and appropriate care attention? |
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Responsiveness |
How quickly our staffs respond to your requests? |
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