Assessment
Task 2
Manage organisational customer service
BSBOPS505
Student Declaration
To be filled out and submitted with assessment responses
◻ I declare that this task and any attached document related to the task is all my own work and I have not cheated or plagiarised the work or colluded with any other student(s)
◻ I understand that if I am found to have plagiarised, cheated or colluded, action will be taken against me according to the process explained to me
◻ I have correctly referenced all resources and reference texts throughout these assessment tasks.
◻ I have read and understood the assessment requirements for this unit
◻ I understand the rights to re-assessment
◻ I understand the right to appeal the decisions made in the assessment
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For Trainer and Assessor to complete:
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| Marking
Completed successfully
Did the student satisfactorily: |
Comments | Y | N | DNS |
| The student has satisfactorily completed and submitted the following:
· Record of standards, budget and timelines in Task 2.1A · Selection of three ideas with justification in Task 2.1B · Customer service charter and plan in Task 2.1C · Customer support policy in Task 2.1C · Record keeping policy in Task 2.1C · Email report to the board in Task 2.2A · Email to address the Yore Mine Co’ complaint in Task 2.2B · Observation checklist (Role-Play Task 2.2. c) ) · Record of the outcome of the meeting with Mary in Task 2.2C |
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| The student actively participate in the focus group session organised to discuss customer service standards and planning:
· Facilitated the session effectively · Encouraged others to provide inputs and feedback · Discussed and agreed on customer service standards · Agreed on planning requirements · Took notes during the session · Listened actively · Provided expert guidance on quality customer service · Used questioning to gather feedback and inputs from the other participants
Feedback in comments. |
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| Demonstrated ability to:
· Consult with customers to identify customer service requirements · Use strategies for obtaining customer feedback on the provision of product and service
This is evidenced by: · Record of standards, budget and timelines in Task 2.1A · Selection of three ideas with justification in Task 2.1B · Active participation in focus group session (Refer to Marking Sheet) |
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| Demonstrated ability to:
· Integrate customer feedback into organisation’s business plan · Identify and procure resources required to address customer service requirements
This is evidenced by: · Customer service charter and plan in Task 2.1C · Customer support policy in Task 2.1C · Record keeping policy in Task 2.1C |
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| Demonstrated ability to:
· Deliver product and service according to customer specifications within organisation’s business plan
This is evidenced by: · Email to address the Yore Mine Co’ complaint in Task 2.2B |
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| Demonstrated ability to:
· Monitor team performance and assess against the organisation’s quality and delivery standards · Support colleagues to overcome difficulties in meeting customer service standards
This is evidenced by: · Email report to the board in Task 2.2A · Record of the outcome of the meeting with Mary in Task 2.2C · Observation checklist in Task 2.2C |
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| Demonstrated ability to:
· Adapt delivery of customer product and service in consultation with relevant individuals and groups
This is evidenced by: · Record of standards, budget and timelines in Task 2.1A · Selection of three ideas with justification in Task 2.1B · Customer service charter and plan in Task 2.1C · Customer support policy in Task 2.1C · Record keeping policy in Task 2.1C · Email to address the Yore Mine Co’ complaint in Task 2.2B
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| Demonstrated ability to:
· Manage records, reports and recommendations within the organisation’s systems and processes
This is evidenced by: · Customer service charter and plan in Task 2.1C · Customer support policy in Task 2.1C · Record keeping policy in Task 2.1C · Email report to the board in Task 2.2A · Email to address the Yore Mine Co’ complaint in Task 2.2B · Record of the outcome of the meeting with Mary in Task 2.2C |
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| When collaborating with the group, the student has actively participated in group work with a substantial contribution that can be assessed individually for all the requirements of this task. |
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Task Outcome: Satisfactory ☐ Not Yet Satisfactory ☐
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Table of Content
Task 2.1 Plan to meet internal and external customer requirements. 10
Task 2.2 Ensure delivery of quality products and services. 15
Appendix 1 –Innovative Widgets Scenario. 17
Appendix 2 –Innovative Widgets Customer Service Delivery. 19
Appendix 3 –Innovative Widgets Complaints policy and procedures 22
Task 2 – Establish customer service requirements and ensure the delivery of quality products and services
| Task summary and instructions
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| What is this assessment task about? | Innovative Widget is a business that is planning to make customer service a core competency of their organisation and wants to improve their current customer service delivery.
You are a customer service manager. It is currently December, and over the last few months, you have been receiving feedback from customers that customer service is just ‘not what it used to be’. The board of Innovative Widgets has been made aware of the decrease in customer service quality and wants to know what you’re going to do to fix the problem. You will develop a customer service plan for the simulated business Innovative Widgets. You will then use scenario information (provided) to address customer service issues through: · monitoring customer service team performance to identify causes of customer service shortfalls · addressing a complex customer complaint · coaching an underperforming customer service employee in a role-play. To complete this task, please refer to: · Appendix 1 – Innovative Widgets Scenario · Appendix 2 – Innovative Customer service delivery · Appendix 3 – Innovative Widgets Complaints policy and procedures.
This task comprises of the following assessment methods: o Product-based ☒ o Direct observation of Role-Play ☒ o Case Study ☒ o Other (specify) ☐
It has been designed to evaluate your ability to/competency in:
· Consult with customers to identify customer service requirements · Integrate customer feedback into organisation’s business plan · Identify and procure resources required to address customer service requirements · Deliver product and service according to customer specifications within organisation’s business plan · Monitor team performance and assess against the organisation’s quality and delivery standards · Support colleagues to overcome difficulties in meeting customer service standards · Develop and use strategies for monitoring progress against product and service targets and standards · Develop and use strategies for obtaining customer feedback on the provision of product and service · Adapt delivery of customer product and service in consultation with relevant individuals and groups · Manage records, reports and recommendations within the organisation’s systems and processes
Your assessor will be looking for demonstrated evidence of your competency in the above.
You are required to address the following: · Task 2.1 Plan to meet internal and external customer requirements o Participate in a focus group to determine customer service needs and requirements for Innovative Widgets o Develop a customer service charter and plan o Develop 2 policy and procedures relevant to customer service o Peer-Review your work to ensure it meets standards · Task 2.2 Ensure delivery of quality products and services o Develop a report to the board on customer service performance in the company o Develop an email to address a customer’s complaint o Performance manage and coach a colleague who is under-performing in the customer service team
Although the assessment requires group collaboration to simulate a work environment, the assessment submission is individual, and it will be marked as such. |
| What do I need to do to complete this task satisfactorily? | · submit the completed assessment tasks, according to instructions,
· complete the tasks with sufficient detail and present them in a professional manner, · use your own words and reference sources appropriately, · meet the word count where required, · use the scenario provided, · use the templates provided where required, · for your performance to be deemed satisfactory in this assessment task you must satisfactorily address all of the assessment criteria, · if part of this task is not satisfactorily completed you will be asked to complete further assessment to demonstrate satisfactory performance.
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| Specifications | You must deliver/participate in:
· Attend the focus group session in class to brainstorm ideas to develop the customer service charter and plan (week 2) · Ask two classmates to peer-review your customer service plan, the charter and the policies. Document the peer review. (week 3) · Participate in a Role-Play to help a colleague improve customer service skills and performance (week 4)
You must submit to GOALS
· Record of standards, budget and timelines · Selection of three ideas with justification · Customer service charter and plan · Customer support policy · Record keeping policy · Email report to the board · Email to address the Yore Mine Co’ complaint · Observation checklist (Role-Play Task 2.2. c) ) · Record of the outcome of the meeting with Mary |
| Resources and equipment | • Computer with Internet access
• Access to Microsoft Office suites or similar software • Learning material • Scenario for assessment as provided • Appendices as provided • Relevant policies and procedures as provided • Templates as provided |
| Re-submission opportunities | You will be provided feedback on your performance by the Assessor. The feedback will indicate if you have satisfactorily addressed the requirements of each part of this task. If any parts of the task are not satisfactorily completed, the assessor will explain why, and provide you written feedback along with guidance on what you must undertake to demonstrate satisfactory performance. Re-assessment attempt(s) will be arranged at a later time and date. You have the right to appeal the outcome of assessment decisions if you feel that you have been dealt with unfairly or have other appropriate grounds for an appeal. You are encouraged to consult with the assessor prior to attempting this task if you do not understand any part of this task or if you have any learning issues or needs that may hinder you when attempting any part of the assessment.
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Complete the following activities:
Task 2.1 Plan to meet internal and external customer requirements
- Attend the focus group session in week 2 of class
In week 2 of class, attend a meeting (focus group) in a simulated work environment where:
- Some students will play the role of Innovative Widget’s customers invited to attend a focus group on customer service
- Some students will play the role of customer service personnel working at Innovative Widgets
- The trainer and assessor will play the role of the CEO of Innovative Widgets
Together:
- Brainstorm and agree on five customer service standards for Innovative Widgets
- Determine and agree on how long it will take Innovative Widgets to achieve those standards
- Considering that the budget to develop and implement the customer service plan is $ 85,000, discuss and decide if the budget is adequate to implement the plan.
- Brainstorm ideas to develop a customer service charter and plan to include:
- A vision and mission statement for customer service
- A list of internal and external customers types
- An outline of customer needs (by customer type)
- An outline of product standards
- An outline of training needs for the customer service team
- A budget for the plan to consider technology, training, staffing needs and equipment needed to implement the plan
- A brand-new customer support policy and procedures
- A brand-new record keeping policy and procedures
If you are absent from class, you are responsible for making alternative arrangements with the trainer and assessor to perform the Role-Play.
The trainer and assessor will validate your active participation in the session and provide feedback on the Marking Sheet.
Report
The report is for the review of the customer services of the organisation which is not good like past year services. As the customer service manager it is my duty to identify the problems related to this area of organisation. Currently it is December and over past few months the customer give their negative feedback about the customere services.
The manager is recived complaint from one customer the delivery of widgets is late and recived after 3 days and Mary is very rude to the customer which affect the customer, that is why we develop five standards service plan for inovative widgets, innovate new ways for manufacturing the widget. As manager we develop the plan for improving the customer services , and the budget is $ 85,000 but the approval is pending yet. The plan is below:
Standards, Budget and Timelines
Record the agreed five customer service standards, the agreed timelines to implement the customer service plan and the agreed budget in the table below.
| Standards | 1) Consistency
2) Responsivness 3) Asking feedbacks 4) Give timely response of the call 5) Availability |
| Budget | $ 85,000 |
| Timelines | In next 1 month after approval of the plan |
- Take notes about the focus group session and select three ideas that you find most effective to develop a quality customer service plan according to the agreed standards, timelines and budget.
List the ideas you liked the most and develop a short reflection on your selection (justifications). (50-100 words)
| In the Grouyp session which is for the improvement of the customer service of the organization, the manager of customer service is identify the problem of the customer service which bring shortfall in customer. The manager bring ideas for the improvmebnt of the customer service of the organization such as: 1) Understands customer needs 2) Encourage honest customer feedback 3) Set team goals so that everyone know the goal of the organization.
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- Develop a customer service charter and plan for innovative widgets. Include two high-level policy and procedures as instructed.
Use the templates provided below and follow the instructions.
Template 1 –Customer Service Charter and Plan
| Innovative Widgets Customer Service Charter | |
| Create a vision and mission statement that includes reference to customer services.
Welcome to Innovative Widgets! Our vision: make best quality of innovative widget Our mission: improve customer services
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| Our internal customers are:
List Innovative Widgets’ internal customers (2-3) 1) Employees 2) Staffs 3) Vendor |
Our internal customers require:
List these customers’ needs (2-3) 1) 1) Effective flow for functioning changes 2) Business policies 3) Fairness |
| Our external customers are:
List Innovative Widgets’ external customers (2-3) 1) Business customer group 2) Machine 3) operations |
Our external customers require:
List these customers’ needs (2-3) 1) Quality proven products 2) Technologies 3) Know demand of right type of products
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| We’ll give you what you need … and more!
We promise to deliver a widget that’s right for your needs: List relevant product quality specifications (4) 1) Right pricing of weidget
2) Measurement
3) Safety requirement
4) Good quality and recyclable Material |
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| We promise to support you:
List relevant customer service guarantees, e.g. related to time, cost and after-sales support (2-3) 1) Give guarantee to the customer and refund money policies 2) If someone is not satisfied with the service and product they can complain under 30 days after purchasing product. 3) Give money back |
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| We support our people to support you!
Innovative Widgets’ policies and procedures that support customer service include: List relevant policies and procedures (3) 1) Their main purpose is to provide best customer services with fairness and in customers requirments. 2) Maintain products standards of the innovative weidget 3) Give necessary response of the customers , the internal or external customers of the organizations. 4) never argue with the customers |
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| Customer service staff -Training needs
List 4 training needs to implement quality customer service according to the customer service charter and meet customer service standards. For meeting the customers service standards there are some training ideas which is used to develop best Class customers service team 1) Inspire the new clienteles to test the product themselves
2) Develop the mentore surveillance plan
3) Share the product brands scripts to them
4) Provide good and right tool to the employees
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| Budget
Develop a budget (4-6 items to implement the customer service charter and plan). Note, the total budget must not exceed the agreed budget for implementation. The budget must include the resources required to address customer service requirements.
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| Procurement
Outline how the resources needed to address customer service requirements will be procured. (50-100 words) For addressing the customer service requirement develop the live chat system for the customer, give response of the feedback even it is bad feedback or positive feedbacks. Apply refundable policies for the customers , if someone is not satqisfy with the product take their feedback and address the issue with in the 60 days of the ordering . |
Template 2 -Customer Support policy and procedures
Customer support policy and procedure – collecting market research
| Purpose | The purpose iof the customer support policy and procedures is that the complaints is consistently carried out and fairly accordance with the organizational requirments. (Abidin, et al ., 2019) |
| Scope | The policies are apply on the customers who are buying our widgets and record their personal inormation. |
Customer support process/es
Write any processes that support this policy. Write processes in steps where possible, e.g. step 1: greet the customer; step 2: ask the customer what you can help them with, etc.
- Take their information to supply the product on right location, and what quantity they need of the product.
- Never argue with the clients , listen their need and problems.
- Extravagance the important information with wanted discretion
- Letting limited admission to individual information kept in sysytem
Template 3 -Recordkeeping policy and procedures
| Purpose | The policies of main focus is on identification and record the essential information of the customer and stakeholders. (Abidin, et al ., 2019) |
| Scope | The policies apply to the employees , vendors and the management. |
Recordkeeping process/es
Write any processes that support this policy. Write processes in steps where possible, e.g. step 1: greet the customer; step 2 ask the customer what you can help them with, etc.
- Find customers records from the records
- Find the resources for storing of records
- The documents which is needed for ahead supports
- Reviews of the records
Task 2.2 Ensure delivery of quality products and services
Review current customer service performance at Innovative Widgets.
- Report on current customer service performance to the board of Innovative Widges.
- Review the information about Innovative Widgets that you gathered in Assessment Task 2.1.
- Read the scenario provided in Appendix 1 of this task.
- Review the customer service call data in Appendix 2 and analyse the data to identify possible causes of customer service shortfalls.
- Write a brief email report (Template 5)to the board of Innovative Widgets to:
- summarise customer service team performance
- identify possible causes of customer service shortfalls (2-3)
- identify options to address the problem/s. (2-3)
Report
The organization is manufacturing innovative wiedgets, they have 50 employees staff and their last year turnover of 16,000,000 and the earning is $ 2,24,000. They have nice customer base, and they have different operation departments such as sales, purchasing , accounts , human resources and the new staff which is hired for customers services, because past few year the customers services has big shortfall. In this reports we are discussing about the causes of the customer shortfall, their mission and vision of the organization. (Byun, et al., 2022)
The current situation of the organization is that, the customer services has big shortfall due to their poor service. The vision of the company is to run the business smoothly and provide quality weidget. Their vision is to develop the new ideas for testring and manufacturing the weidget, they want to deliver quality of weidget and best safety records of the company of weidget. As a customer service manager of the company ,recived the feedback from the customer that the staff is serve bad behave with the customer, and the delivery is not o the time.
There are some causes of the customer service shortfall are: (Paolella,2018)
1) Rude behave with the customers
2) Not listen to their problems
3) Place the customers on hold, on wait
4) Ingnore their compleints calls
This are the main problem which is the causeof the customers serice shoretfall. (Paolella,2018)
Concusion
The conclusion is that if the organization wants to increase their customer base strong then they should follow the policies and procedures of the organization. serve good customer service to their customers and give first priority to them.
The email text should be in grammatically correct English, written in an appropriate (polite, business-like) style.
(50-100 words)
Template 5 -Email
| Email to the Board |
| To: Board of innovative weidget |
| Cc: |
| Bcc: |
| Subject: Disscuss the customer service performance |
| Date email is sent: 29-07-2022 |
| Attachments: Email |
| Respected Board members,
This mail is written to inform you about the customers sevices which has big sjhortfall due to poor customer services. Here the problem is, the problem is that the staff is not serve their efforts , they used wrong behave and very rude to the customers, specifically Mary who is emplotyee of the organization, he talk to the customer with rude nature and our client Yore mine co. give b=negative feedback that the delivery is late for three days from the prdering date and the quantity of the material is not right. Performance of the staff is not good and there are some cause which is given below of the customer service shortfall are: 1) Rude behave with the customers 2) Not listen to their problems 3) Place the customers on hold, on wait 4) Ingnore their compleints calls As a manager of this department here some idias to address the problem: 1) take their calls and listen them first then ask 2) Don’t ignore them 3) Record right orders 4) give them respect and talk with them with polite nature I hope that you look at the problems and give your response mail for this if there is some changes wants , then let us know. Thank you Customer service Manager |
- Address the complaint from Yore Mine Co.
Read the scenario in Appendix 2 and address the complaint from Yore Mine Co.
Follow the customer complaints policy and procedures provided in Appendix 3 of this task to draft an email (Template 5) to Yore Mine Co. to clear up the misunderstanding and address their concerns.
Ensure that your support of the customer provided is consistent with principles of customer service set out in the Innovative Widgets business plan and the customer service plan you develop in Assessment Task 2.1.
The email text should be in grammatically correct English, written in an appropriate (polite, business-like) style.
(50-100 words)
Template 5 -Email
| Email to Yore Mine Co. |
| To: Yore Mine Co. |
| Cc: |
| Bcc: |
| Subject: Address the Complaint |
| Date email is sent: 30-07-2022 |
| Attachments: |
| Respected sir,
This mail is to informe you that the company owner take action on the misbehaving activity which is accure by our organization employee, we suspend him for their mistake, and we give you assurance that this problems is not happing again, and for wrong delivery of the products we are sorry for that unconvinience , we send you the right order with righrt quantity, I hope you appologise for that. Thank you Customer service manager
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- Performance manage and coach Mary.
Read about Mary’s performance in Appendix 2.
Schedule a time with the trainer and assessor in week 4 of the term and meet with Mary (played by a classmate).
Duration of the meeting: 30 minutes.
Before the meeting:
- Familiarise yourself with Mary’s case.
- Prepare 2-3 questions to ask Mary to understand her perspective.
- Prepare a coaching session to address:
- How to handle complaints focusing on techniques for dealing with different customer types according to their needs (e.g. dealing with small customers compared to dealing with significant customers such as Yore Mine Co.)
- Policy and procedures to handle customer complaints (Appendix 3)
During the meeting:
- Make Mary feel comfortable, do not be judgemental.
- Ask Mary questions to understand her perspective
- Coach Mary
- Agree with Mary on a plan to improve her performance (2-3 key actions with timelines)
Answer:
Meeting
Before meeting
As the customers service manager it is my duty to investigate the problems and collect informative data of this problem. I am preparing some question which is used in meeting with Marry to know their perspective.
To handle the complaints implement techniques for dealing the issue , apologize for the mistake.
The policies and procedures which I have follow to address the complaints are: (Assaf, & Srour, 2021)
1) To send apologise email to the clients and give them assurance that this is not happing again.
2) improve the service
3) Trained the employees that how to adsreess the customers needs and wants. (Assaf, & Srour, 2021)
During Meeting
Customer service manager- Good morning Mary!
Mary – Good morning sir
Customer service manager- How’s you?
Mary – I am good sir! how is you?
Customer service manager- Are you comfortable?
Mary – Yes sir.
Customer service manager- I recived complaint from the customer and customers says that you do misbehaving with them and I also observe your nature past few days, you are fursted all the time, why, is all ok ?
Mary – I am really sorry for my misbehave sir, I am frusted because I have sokme family issue that is why I am fruste all the time and do this type of mistakes, I apologize for that and I give assurance that , this is not happning again.
Customer service manager- I hope you improve your performance and not doing this again, you can share with me if you want some help.
Mary- Thank you sir, it means alot, I will definatly improve my performance.
After the meeting:
- Record the outcome of the meeting witfrequency h Mary:
- Reasons for underperformance (2-3)
- Agreed actions for improvement with timelines (2-3)
| Record of the outcome of the meeting with Mary:
During meeting the customer service manager meet Mary’s activity and tell him that what is their performance. The cutomer complaint over their misbehaving. After the meeting Mary adreess their problems and trying to improve their performance by attending all customers call and address their problems. His reason is that they have some family issue that is why he stress out but for the next time he will never choose the option of strees. He give assurance that he will improve his performance in next 3 weeks. |
This is an assessable task and the trainer and assessor will evaluate your performance during the meeting using an observation checklist.
If you are absent from class, it is your responsibility to make alternative arrangements with the trainer and assessor. You may only reschedule once.
Appendix 1 –Innovative Widgets Scenario
‘Innovative widgets’ is the largest producer of widget in Australia. Established in 1952, its widgets are used as components in a broad range of machinery, from domestic appliances to industrial equipment. The company is family-owned and run by the children and one grandchild of the founder, who collectively form the board of directors. Until recently, the grandchild had acted as a managing director of Innovative widgets.
Innovative widgets operate from one location. There is a store area in the warehouse (for the raw materials used to make the widgets), a machine workshop (where the widgets are produced) and dispatch and deliveries area. The office block houses the following operational departments:
- Purchasing
- Sales
- Accounts
- Human resources
- A recently established customer service team.
In total, Innovative Widgets employs over 50 staff. Last year Innovative Widgets produced a pre-tax profit $2,240,000 on a turnover of 16,000,000.
Innovative Widgets has a diverse customer base. Their largest customer is a major mining equipment manufacturer. This customer accounts for approximately 40% of total widget sales. The other 60% of sales are medium and small businesses and to individuals and sole traders.
The following is an excerpt from Innovative Widgets’ business plan.
To keep every Australian business running smoothly using safe, quality widgets.
- Innovate new ways of manufacturing and testing widgets
- Deliver consistently high-quality customer service internally and externally
- Keep Australian businesses buying Australian widgets through quality products and second-to-none customer service
- Have the best safety record of any widget company.
Appendix 2 –Innovative Widgets Customer Service Delivery
You are a customer service manager. It is currently December, and over the last few months, you have been receiving feedback from customers that customer service is just ‘not what it used to be’. The board of Innovative Widgets has been made aware of the decrease in customer service quality and wants to know what you’re going to do to fix the problem.
Mary is a member of your customer service team at Innovative Widgets. Her role is to receive telephone enquiries and complaints.
You have observed the following:
- Mary has been rude to customers on several occasions. This behaviour contravenes company policy on knowing the importance of friendly service to customers of Innovative Widgets.
- Mary has recently developed a habit of letting the phone ring and then placing customers on hold. This behaviour contravenes company policy on the knowledge of the importance of prompt service to customers of Innovative Widgets.
- Yesterday Mary received a complaint from a customer:
‘I work as a buyer for the state’s largest supplier of mining equipment, Yore Mine Co. We provide a lot of business to Innovative Widgets.
I ordered 1,000 x 7mm widgets for delivery last Friday. I was promised that the delivery would arrive within three days. It’s now a week later, and they still haven’t arrived. My production manager just telephoned me to say he might fail to deliver a major order unless the widgets arrive in the next four days.
A few weeks ago, a consignment of widgets arrived from Innovative Widgets, but they were 6mm widgets rather than the 7mm I had ordered on that occasion.
I am considering going to another supplier for your widgets even though Innovative Widgets are the only Australian supplier. I could get them cheaper from China, but the saving isn’t great when you add in the extra shipping costs. I’m going to begin legal action if the widgets don’t arrive today. I might order the widgets from China from now on.’
- Mary misunderstood and thought that the customer had ordered the products yesterday and argued with him. She accused the customer of being unreasonable as Innovative Widgets is an industry leader in guaranteeing three-day delivery.
When the misunderstanding was eventually cleared up, Mary wasn’t sure how to track orders or reorder the products. She said there was nothing she could do as Innovative Widgets’ procedures didn’t seem to cover this issue.
As the customer service manager, you will need to email Yore Mine Co. to clear up the misunderstanding and address their concerns.
You will also need to demonstrate your knowledge of developing team members and coaching Mary to improve the quality of her customer service.
Use the Innovative Widgets Complaints policy and procedures document in Appendix 3 of this task to assist you.
The following is an excerpt from Innovative Widgets’ business plan.
Business plan excerpt
Vision statement
To keep every Australian business running smoothly using safe, quality widgets.
Mission statement
- Innovate new ways of manufacturing and testing widgets
- Deliver consistently high-quality customer service internally and externally
- Keep Australian businesses buying Australian widgets through quality products and second-to-none customer service
- Have the best safety record of any widget company.
Call Frequency per month
| Jan | Feb | March | April | May | June | July | Aug | Sep | Oct | Nov | Dec | |
| Number of calls | 1200 | 1150 | 1320 | 1300 | 1260 | 1320 | 1380 | 1350 | 1400 | 1480 | 1560 | – |
| Variation in number of calls from previous year | –2% | –2% | +3.5% | –1.5% | –0.5% | +4% | +4.5% | +3.5% | +7% | +10% | +12% |
Customer service staff
| Employee | Jan | Feb | March | April | May | June | July | Aug | Sep | Oct | Nov | Dec |
| Supervisor | John | John | John | John | John | John | John | John | John | (Annual leave) | (Annual leave) | John |
| Customer service officer | Mia | Mia | Mia | Mia | Mia | Mia | Mia | Mia | Mia | Mia | Mia | Mia |
| Customer service officer | Nitin | Nitin | Nitin | Nitin | Nitin | Nitin | Nitin | Nitin | Nitin | Nitin (quit) | ||
| Customer service officer | Jonas | Jonas | Jonas | Jonas | Jonas | Jonas | Jonas | Jonas | Jonas | Jonas | Jonas | Jonas |
| Customer service officer | Taya (new) | Taya | Taya | |||||||||
| Customer service officer | Mary (new) | Mary | Mary |
- Nitin quit because he did not feel supported by the supervisor (John). Nitin was exhausted because he had to work overtime most days.
- John has an authoritarian leadership style; he is knowledgeable, but he lacks coaching and mentoring skills.
- Taya is a good customer service officer, but she was not properly inducted in the team. She finds it hard to work with her colleagues and she makes data entry errors due to lack of training on the CRM system in use.
- Jonas has been with the company for years and he could be a good supervisor, however he fears to clash with John, and he flies under the radar at work.
- The CRM system is use needs updating.
- Complaints have increase by 25% from previous years.
- The team works overtime most days to return calls. This is increasing operational costs in the customer service team.
- The team spend too much time on the phone with customers.
Appendix 3 –Innovative Widgets Complaints policy and procedures
Innovative Widgets
Complaints Policy and Procedure
| Purpose | The purpose of this policy is to ensure the management of complaints is carried out consistently, fairly and transparently and in accordance with organisational requirements. |
| Scope | The scope of this policy covers the management of customer complaints by employees and contractors of Innovative Widgets. |
| Resources | Specific procedures for the implementation of this policy are available below and on the company intranet. |
| Responsibility | Responsibility for the implementation of this policy rests with employees and management of Innovative Widgets with responsibility for managing customer complaints. |
| Relevant legislation etc. | · Privacy Act 1988 (Cwlth)
· Equal Opportunity Act 2010 (Vic) · Competition and Consumer Act 2010 (Cwlth). · ISO 10002:2014; Quality management — Customer satisfaction — Guidelines for complaints handling in organisations https://www.iso.org/standard/65712.html https://www.iso-9001-checklist.co.uk/tutorial/8.2.1-customer-satisfaction.htm · Disability Discrimination Act 1992 (Cwlth) · Racial and Religious Tolerance Act 2001 (Vic). · Racial Discrimination Act 1975 (Cwlth) |
| Updated/authorised | 10/2021 – John Doe CFO |
To manage complaints – customer service representatives
- Greet the customer courteously and give them your name.
- Listen fully to what the customer is saying. Try to gather all the facts about the complaint and jot them down. Then, ask questions and summarise what they are saying.
- Never argue with the customer.
- Apologise for any product fault or poor service. Be sympathetic. Ask if the customer will allow us to send the faulty item to our quality department for testing.
- When you have all the details about the complaint, ask the customer how they would like it to be resolved.
- No product replacements are within all staff members’ authority.
- All staff members can use their professional judgement and refund an additional 10% of the value of the faulty product up to a maximum value of $25.
- 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.
- 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.
- Any complaint that is not covered in the above procedures must be directed to the Customer Service Manager. Agree on a time for the Customer Service Manager to call the customer.
To manage complex complaints – customer service manager
- Once you are alerted to a complex customer complaint, gather all the available details about the customer, and the problem being addressed.
- Before contacting the customer, decide on what actions need to be taken to address the problem:
- At a system level, to prevent similar problems from occurring in the future
- For the specific customer who has made the complaint
- Once you have identified actions to be taken, contact the customer as soon as possible.
- In your customer contact:
- summarise the facts and the problem as you understand it and make an apology for the mistakes Innovative Widgets is responsible for.
- Describe what Innovative Widgets is going to do at a systems level to prevent or minimise these types of mistakes for all customers in the future.
- Describe what Innovative widgets is going to do to solve the customer’s specific problem immediately
- Describe when you will follow up with the customer to see if their problem has been resolved
- Ask if there is anything else the customer needs to resolve the situation or repair the relationship.
Refrences
Assaf, S., & Srour, I. (2021). Using a data driven neural network approach to forecast building occupant complaints. Building and Environment, 200, 107972.
Byun, S., Han, S. S., & Jeong, C. S. (2022). A Manually Captured and Modified Phone Screen Image Dataset for Widget Classification on CNNs. Journal of Information Processing Systems, 18(2), 197-207.
Paolella, M. S. (2018). Linear models and time-series analysis: regression, ANOVA, ARMA and GARCH. John Wiley & Sons.
Abidin, M. A. Z., Nawawi, A., & Salin, A. S. A. P. (2019). Customer data security and theft: a Malaysian organization’s experience. Information & Computer Security.