BSBCUS501C
Manage quality
customer service
|
Assessment Task 3
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Monitor and
improve customer service
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Table of
Contents
1. Develop a set of KPI
- Ensure
90% of all calls are answered within 3 rings.
- Reduce
operating expenditure by 2.5% of last year’s budget.
- Identify
an internal replacement for complaints supervisor who retires in March.
- Reduce
staff absenteeism by 5% on last year’s figures.
- Produce
a report on the opportunities for outsourcing the telephone complaints
line by October.
2.
Develop a plan procedures
a) Greet the customer courteously and give them your name.
Make sure take a
phone call from a customer in three rings and inform the customer of your name.
b) Listen fully to what the customer is saying. Try to gather all the
facts about the complaint and jot them down. Ask questions and summaries what
they are saying.
Try to be helpful
and positive to customer’s complaints, be sympathetic
c) Never argue with the customer.
Display decorum, be
patient and listen carefully to customer’s needs and expectations
d) Apologize for any product fault of poor service. Be sympathetic. Ask
if the customer will allow us to send the faulty item to our quality department
for testing.
Keep helpful;
explain staff authority to customers in terms of refund and replacement
e) When you have all the details about the complaint, ask the customer
how they world like it to be resolved.
Inform the customers of the procedures for
complaints management correctly
f) No quibble product replacements or refunds are within all staff
members’ authority.
Ensure staff members
have limits to deal with refunds or replacements
g) All staff members can use their professional judgment and refund an
additional 10% of the value of the faulty product up to a maximum value of $25.
Inform the customer
that staff members are able to provide an additional 10% of the value of the
faulty product up to a maximum value of $25 at the discretion of the members’
authorities
h) Complaints involving damage to other property are covered by our
insurance. Help the customer to complete the Claims Form and ask if the
customer can obtain quotes for repairs.
Give the customer
detailed information on how to fulfill the Claim Form and obtain quotes for
repairs in order to gain compensation for the damaged property
i)
All complaints involving injury
must be referred to the Customer Service Manager. Agree a suitable time for the
Customer Service Manager to call the customer.
Inform the customer
of the time available for the Customer Service Manager
j)
Any complaint that is not
covered in the above procedures must be directed to the Customer Service
Manager. Agree a time for the Customer Service Manager to call the customer.
In the case of
dealing with the issues that is beyond staff member’s authority, transfer the
case to the Customer Service Manager, and enable the customer to contact him or
her
3. Develop a KPI Questionnaires
- Did the staff pick up your call within
three rings?
- Did the staff solve your problem within
three minutes?
- Did the staff greet to you in a courteous
way?
- How many times have you made arguments
about our services or products with the staff?
- Did the staff provide you with a correct
and detailed knowledge of customer complaint procedures?
- Did the staff provide you with proper answers
for the procedures?
- Were your items delivered within three
days?
- Were you able to track your orders?
4. Collect and Analysis Data and customer feedback.
(Survey done on 20 customers)
Yes
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No
|
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Pick up in 3 ring
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8
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12
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Solution in 3 minutes
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15
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5
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Courtesy Greetings
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18
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2
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Over 3 Arguments / month
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9
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11
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Delivery of correct
knowledge
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5
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15
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Proper Answers
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6
|
14
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Delivery within 3 days
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8
|
12
|
Track of orders
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19
|
1
|
ü Problem: Short of staff and lack of knowledge of customer policy
ü Solution: Hire more staff members, inform staff of company’s
customer policy regarding phone calls from customers
ü Problem: lack of knowledge of customer policy and short of eligible
staff members
ü Solution: Inform staff of company’s customer policy regarding attitude
toward customers
ü Problem: Poor training for staff members regarding company’s
policies and procedures
ü Solution: Inform staff members of overall company’s policies and
procedures for complaints
ü Problem: Poor training for staff members regarding company’s
policies and procedures
ü Solution: Inform staff members of overall company’s policies and
procedures for complaints
ü Problem: Short of delivery staff members and poor tracking system
ü Solution: Hire more delivery staff members and improve delivery tracking
system.
5.
Discuss issues and possible
solutions
1) More customer complaints about pick up phone more the 3 rings.
ü More staff members, provision of information for staff regarding
phone calls from customers
2) lack of knowledge of customer policy and short of eligible staff
members
ü Provision of Information on attitude toward customers that staff
need to display
3) Poor training for staff members regarding company’s policies and
procedures
ü Provision of Information on overall company’s policies and procedures
for customer complaints that staff
members need to know
4) Poor training for staff members regarding company’s policies and
procedures
ü Improvement in staff member trainings.
5) Poor training for staff members regarding company’s policies and
procedures
ü Provision of general information to customer service staff regarding
company’s policies
6) poor tracking system
ü More employment of delivery staff members and improvement in
delivery tracking system.
6. Recommendations for organization
Overall, Innovative Widget found out that
it is required to improve its customer service in the case of customer
complaints made.
As mentioned above, six issues are revealed
and there are the recommendations for them.
1) It is required to hire more staff member to deal with short of customer
service staves and reduce the time-span that responds to phone calls from
customers
2) It is required to provide staff members with more information and
knowledge of customer policies
3) It is required to provide staff members with more trainings that
enable them to cope with most issues from customer complaints
4) It is required to develop and research more effective and correct
tracking systems to reduce the occurrences of faulty deliveries.
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