Understanding Customer Service Vision and Mission

1. Greeting the customer politely and asking what he/she needs. Greeting the customer at the door.
2. Paying attention to the customer and not engaging in any other activity while the customer is in the shop.The customer should not feel that the shopkeeper has other priorities and would rather be engaged in something else.
3. Being straight forward. If a customer is asking for a very specific product or service and has specified that they are not looking for alternatives we should be honest about its availability.

The term customer service vision refers to a shared definition of extraordinary customer satisfaction. It is an articulation of what a business is trying to achieve and its reason for existence. This philosophy contradicts the popular belief that organizations exist for profits only and focuses on customer satisfaction and building long term relationships in order create a customer base.

The term customer service mission refers to a shared idea of an organization on what it is trying to provide for its customers. The mission statement is a reflection of every side of the organization, its range, nature service or product offering, pricing, quality of service, relationships with customers, competition and community. It defines the company’s agenda on how it wishes to serve its customers.

Codes of practice define standards of conduct in the industry. They can be considered as guidelines that ensure fair dealing between a company and its customers, and lets the customer know what a business is agreeing on doing for them. They provide a minimum standard of security to consumers. It is a parameter for customer satisfaction.

The different records that need to be kept to ensure customer service are

• Accounting records. These records document the different business transactions that take place. They contain information on income, expenditure and equity.
• Bank statements. These statements records the activities and dealings of an organisation and banks. These may include credit cards statements, checking account statements, cheques, savings, investments and credit card statements.
• Legal documents. These include records of every legal dealings that the company has.
• Permits and licenses. These include every documentation that the company might have regarding permissions and license from authorities.
• Insurance documents

Some factors that have a negative effect on the customer service of an organization are

• Lack of service agents or lack of live support. A customer does not like to wait should be responded immediately. Lack of customer service executives irritates customers and will make the customer look for alternative options
• Lack of metrics. Metrics are figures that provide direction for important customer service decisions. They provide a statistics and tell a business what needs improvements.
• Lack of training. A customer will not be satisfied if the staff that is dealing with them are not properly qualified to provide opinions on products and services that are required
• Lack of empathy. A customer service executive needs to connect with a customer on a personal level and treat them as not only customers but real people.

The five types of customers that we might interact as a customer service executive are

• The irate customers. These are the most angriest and the most common types of customers that one may encounter. They are easily aggravated so it is essential to remain calm throughout the encounter
• The talkative customers. They usually like a personal approach to there service and like to discuss issues that are unrelated to the product or service they are looking for.
• The mistaken customer. These are misinformed clients who believe that they know more about the product or service they are looking for than the person who is in charge of the same.
• The elitist customer. They believe that they are special and the problem they are facing cannot be dealt with by frontline agents
• The positive customer. They are the best kind of customer. The don’t talk much but when they do they know what they’re talking much. They don’t have overexpectations and can provide insights that will help improve the service or product.

The steps that we will take to rectify a faulty product or service are as follows

• Apologizing for the mistake. Saying sorry is important as it tells the customer that we acknowledge our mistake and are willing to rectify it
• Going over and reviewing the complaint. This will help understand the specific nature of the problem and give us guidelines on where to start repairing the issues.
• Fixing the problem as efficiently as possible and following up on the rectification as many times as needed.
• Documenting the problem in detail for future references and avoiding the same problem twice if possible.

These steps can be taken to obtain customer feedback efficiently.

• Providing live online support, in the form of live chat, email feedback, online surveys. Etc.
• Providing a feedback cards the old fashioned way at the store so that customer instantly share their experience and point out area that need improvement
• Customer interview and recorded sales calls also help in understanding the needs and desires of the customer base.

Customer protection laws do not have any negative impact on a business if it is being run completely legally and does deal in bad faith. The are in place as regulations that ensure that the customer will not be cheated by business and that a business runs only to serve its customers and not to maximise profit.

Anti discrimination refers to eliminating bias from minds of employees in a business based on sex, race, age, nationality, ethnicity, disability, , sexual orientation, gender, mental illness or ability gender identity/expression, , religious, sex characteristics, creed, or individual political opinions.. Employee should not show any kind of such discrimination towards customers to avoid huge losses to a business

National privacy principles indicates a situation where an organisation pledges not to share any documents and information of documents those are related to a specific person. It also ensure that there cannot be any discrepancies in identification of requirement of the customer who wishes to ensure that the product are safe.

Defining Codes of Practice for Customer Service

The recent changes in their buying decision on the new product or the current trends that are needed to be used according to them must be found out.

The purpose of the current report is to gather information related to customer characteristics and customer needs in order to determine the ways in which the company will be able to render high-quality service to their customers. The company which will be taken into consideration for the current report is Woolworths. The research will be done on the company’s customers to determine the standard of service provided by the company to the customers and what are the future needs visa to be satisfied in order to increase the quality of service rendered to the customers.

Company description

Woolworths is an Australian based Supermarket chain which operates in different parts of the country and Indus domestic to the customers on a daily basis. The is considered as a Supermarket giant with a huge presence within the firm and its heavy Goodwill which it has in the market. The company provides used range of products which are used on a daily basis by the population within the country as a result of which the company is known for having a wide stock and a diversified product portfolio which covers nearly everything which is used for domestic and household purposes. The company was founded in 1924 and is headquartered in Bella Vista Australia. The company is known for its high-quality service and products which it renders to their customers on a daily basis (Gursoy, Cai & Anaya, 2017).

Description of the method used for research

The method which has been used to gather information in the current market research is the survey method under the quantitative model. The survey has been conducted in an efficient manner. The current research has been done through the survey because it was important that a lot of opinions is taken over the said process without which research would have been vague hence conducting interviews and observations would have been not viable for the current research purpose. This is why the survey has been used in the current period to effectively know customer characteristics and needs in a prominent manner. The Likert scale has also been used to the current survey to get specific answer disabled by the researcher.

A questionnaire was developed based on which question was asked to 115 customers of the company so that proper information is chalked out (Chen, Zhu & Zhou, 2015). Some demographic questions we also asked by the customer to make sure that source of information is viable and that the person is not competent of the survey for example if the person is not a customer of Woolworth’s how can the following states about the service rendered by it. Hence the need of demographic question was high and this as done to create an effective question with good scaling system to extract the highest amount of information related to the marketing research topic (Shin et al. 2017).

Keeping Records for Customer Service

Summary of findings

Findings

Are you a customer of Woolworth’s?
Option	Percentage	Response	Total No of respondents
Yes	100%	115	115
No	0%	0	115

What is your educational qualification?
Option	Percentage	Response	Total No of respondents
Secondary	9%	10	115
Higher secondary	57%	65	115
Graduate	30%	34	115
Post Graduate or above	5%	6	115

Rate the quality of Woolworth customer service?
Option	Percentage	Response	Total No of respondents
Low quality	22%	25	115
Medium Quality	38%	44	115
High Quality	40%	46	115

Is there any space for development in Woolworths service quality?
Option	Percentage	Response	Total No of respondents
Yes	78%	90	115
No	22%	25	115

Do you agree that there is a need for more attendants and sales executive within the firm?
Option	Percentage	Response	Total No of respondents
Strongly agree	30%	34	115
Agree	31%	36	115
Neutral	13%	15	115
Disagree	19%	22	115
Strongly disagree	7%	8	115

Do you agree that there is a need for sales executive being more communicative to customers?
Option	Percentage	Response	Total No of respondents
Strongly agree	19%	22	115
Agree	42%	48	115
Neutral	9%	10	115
Disagree	23%	27	115
Strongly disagree	7%	8	115

The above are the statistics which has been derived from the survey of the customers and has helped in understanding there point of view. It can be said that all of the respondents were a customer of Woolworth’s and wee educational qualified to give a viable answer. It can be said that the customer does like the service of the company but also feel that there are of development for the company so that the following is able to render higher quality of service to the customer. It can be seen in the reports above that the customer see that company needs more executives who are better in communication.

Customer characteristics

Through the analysis above it can be said that customer demands a high quality of service which means that the customer is influenced by the company which can render a high quality of service. The survey showed that the customer looks at the better quality of service from the company which is very evident from a customer point of view.

Customer needs

From the survey conducted above the majority of the resp ondent agreed that there are spaces for development for the company which will help in the better quality of service. The customer also needed that firm has the higher number of sale executive and attendant to guide customers and they should be communicative and booth will help the customer in getting better service and will help the firm in enhancing the quality of service.

Explaining the plan that is proposed for quality customer service

The plan for the company after a stated survey is to ensure that the shakes excision of the firm is communicative ti built efficient customer relation and to render high quality of service to the following (Hurley, 2015). The company will also look to increase their overall Sales Executive and attendant to ensure that customer service is enhanced. For this purpose, the company’s Human Resource management will focus on training and development of employees which will focus on their communication skills and there will be recru95ment of more sales executive to meet the existing demand of customer so that the company is able to enhance the quality of service.

Legislative requirements

As the company wants to increase its customer service it will have to train its employees and recruit employees in which the Human resources of the company will have to follow the Employment legislation (Shinde, Beachy, Lester, Peterson & Steinberg, 2016). The legislation to follow are as follows:

1. Fair Work Act 2009
2. Legislation in the Employment and workplace relation portfolio and
3. Sex and racial discrimination act

Obtaining Customer Feedback for Customer Service

Conclusion

Concluding in the light of the above context it can be said that the customer needs are to have effective sales executive which are good in communication to further enhance the company’s service qualities. Hence the key requirement for enhancing the company’s service is to train employees and developing communication skills and hire sales executive with efficient communication skill.

Part 2

The mechanism used for investigating customer satisfaction

Customer survey and customer feedback will be the mechanism which will be used in order to monitor and know customer satisfaction after the implementation of the stated plan in an evident manner. Both of these processes have been used by the company is because. This will help in monitoring the after results in an evident manner. Feedback and survey will provide an efficient verdict on whether the company has fared well in providing customer satisfaction or not (Yom-Tov et al. 2018).

Designing a customer satisfaction survey

Rate the quality of Woolworth customer service?
Option	Percentage	Response	Total No of respondents
Low quality
Medium Quality
High Quality
Are sales executive communicative enough?
Option	Percentage	Response	Total No of respondents
Yes
No
Are you satisfied with the customer service of the firm?
Option	Percentage	Response	Total No of respondents
Yes
No
Are the employees competent enough to perform their duties towards you?
Option	Percentage	Response	Total No of respondents
Yes
No
Was your customer service experience good or bad
Option	Percentage	Response	Total No of respondents
Good
Bad

Discussing strategy to resolve this issue

The strategy which will be used to solve the consumer complaint problem will start with the identification of the problem which is why the consumer complaints are happening and whether there is any problem which is very serious. After the identification of the problem, the feedback of the customer will be taken on the problem. After such process, the analysis of the problem will be done due to which there were consumer complaints after which the following problem will resolve not optimized to the fullest extent.

Explaining methods recommend to management for monitoring the team performance of the customer service department

Monitoring is one of the most essential aspects which company should look on if they want continuous development in the rights direction. For the current scenario, I would like to states that Key performance indicator method of monitoring should be done by the company. This is because through using key performance indicators the company will be able to easily identify whether there are benefits which the company has received from implementing plans. Through this, the company will also be able to identify whether the company is going in the right direction of not in terms of customer satisfaction (Daeuble et al. 2015, ).

Explaining strategies that would recommend to management to fix the issue of staff’s incompetency

The strategy of employee development and training will be used in order to deal with employee competency through this method the company will be able to identify and develop the incompetence of the employee in a significant manner (Wong et al. 2015).

Impact of Anti-Discrimination Laws and National Privacy Principles on Customer Service

Part 3: Presentation (Refer to PPT)

How to deal with customer complaints

Introduction

Customer complaints are very common for a company which operates in any type of business. It is important that customer complaints help the organization to e better and developed to render high quality of products in an evident manner. In this presentation, the process of dealing with consumer complaints will be discussed to ensure a company is able to provide and enhance the higher quality of service.

Different types of consumer complaints

Customer complaint depends on the customers and how the following customer is the different types of customer complaints are as follows:

1. Consumer complaint related to products: When the products of the company are not proper and the customer is harmed by the product or is not satisfied with it and complains about it is known as consumer complaint about products.
2. Consumer complaints from service: When the customer of a company is not satisfied with service provided or thinks that the service is not up to mark and complaints about it this is called consumer complaints about service (Yom-Tov et al. 2018).
3. A consumer complaint about other: Now after products and service there can situation when the customer is engaged in a heated conversation with an employee or the employee behavior is not appraised and the former lodges a complaint then it is called Consumer complaints about others.

Discussion on the process to deal with consumer complaints

Now there are various ways in which the customer complaints can deal with using which a company can successfully mitigate the consumer complaints. Now the steps which a company should take for dealing with consumer complaints are as follows:

1. Identification: Identification of the of the problem due to which the following complain has bedone is to be done to proceed further.
2. Understanding: Understanding the problem is the second step in which the problem and its causes are to be understood by the company.
3. Formulation of mitigating strategies: The company should try and formulate strategies which can be used to mitigate the problem in an evident manner.
4. Implementation: To execute the formulate strategy through which the following can be solved.
5.  Monitoring: The company should monitor whether the problem has been mitigated through the strategy or not in an evident manner (Daeuble et al. 2015).

Conclusion

Concluding in the light of above context it can be said that consumer complaints can be there in any company but it is important that the company focuses on such complaints to develop the customer service as this will help to build a good relationship with the customer and to create an evident customer base in the market.

In order to ensure every objective are properly made and the changes in the business organisation are in accordance to requirement of the cup there must be a proper research done. Proper research work need to be categorising the customer to directly visit the organization and the one who wish to have an online service.The customers who will be surveyed are offline customer  who directly come to the organisation for buying products

Rate the quality of Woolworth customer service?
Option	Percentage	Responds	Total No of respondents
Low quality
Medium Quality
High Quality
Are sales executive communicative enough?
Option	Percentage	Responds	Total No of respondents
Yes
No
Are you satisfied with customer service of the firm?
Option	Percentage	Responds	Total No of respondents
Yes
No
Are the employees competent enough to perform their duties towards you?
Option	Percentage	Responds	Total No of respondents
Yes
No
Was your customer service experience good or bad
Option	Percentage	Responds	Total No of respondents
Good
Bad

SWOT Analysis

Strength New changes in the business development process Direct customer contact with Offline civil services	Weakness Inappropriate online appearances for the organisation Unstable market condition in online facility
Opportunities Growing market Rise in the Goodwill due to Direct customer contact	Threats Upcoming new challenges to businesses Harder online competition market

Compentecy	Self-Assessment by Employee	Validation of Competency
Have Now	Need Now	Required in the Future	Date	Initals	Evaluation Method (see evaulation method table)
Proper communication skills	********				D	In order to understand that there is copper communication skills the organisational employees must have proper accomplishments in communication with the management in proper viable and feasiable language
Problem solving skills		**********			D	Interlibrary employees must be provided with information that would support them to understand the requirement of the customer and the steps to be undertaken resolving issues
Time management skills			*******		O	Time management skills cannot be taught but providing and stitching of making priority which can be obviously made forward with two certainly help in managing work at required time

Evaluation Method

O – Observation

D – Demonstration

W – Written Test

Q – Qualification

C – Certification

Historical complaint data mark and work as benchmark for a guideline for present rules and regulations that are to be formed. Proper following of the historical complaint data would certainly give an extra advantage in understanding the general nature of customer behaviour against certain types of dissatisfaction they face from organisational services (Bush & Glover, 2016).

The customer service that was conducted enabled the organisation to understand that they lack in the knowledge we of the product availability and components of the product available. There  need to be proper training related to the acknowledgement of different products President and the component of the product so that they could promptly help the customer is moving around in the organisational store (Wong, Lai, Cheng & Lun, 2015).

Case Study: Woolworths as an Example of High-Quality Customer Service

Proper feedback procedures asked from every customer visiting the organisation and placement of cctv cameras at the customer care help, would certainly do the trick to understand whether the staff members are consistently delivering proper quality of service or not (Jeon, Merlyn, Sansoni & Glasgow, 2017).

Order to deal with the recent changes in the organisational values the management must keep in touch with the customer asking for help. The support to word the customers during the need would certainly enable their mind towards the organisational development opportunity. Customer care executives must be more responsive towards their me and make way for the customers to avail the service of being helped by the customer care management

. The next important thing that the organisation must ensure is, every product and services are well acknowledged to the Employees. Proper acknowledgement of the services as well as product in the organisation would emphasize account activity that the employees will be providing to the customers. Proper knowledge regarding the product and services would certainly have a positive impact over the sale of product in the organisation.

References

Bush, T., & Glover, D. (2016). School leadership and management in South Africa: Findings from a systematic literature review. International journal of educational management, 30(2), 211-231.

Chen, Z., Zhu, J., & 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), 511.

Daeuble, G., Oezcan, D., Niemoeller, C., Fellmann, M., Nuettgens, M., & Thomas, O. (2015, January). Information Needs of the Mobile Technical Customer Service–A Case Study in the Field of Machinery and Plant Engineering. In System Sciences (HICSS), 2015 48th Hawaii International Conference on (pp. 1018-1027). IEEE.

Daeuble, G., Oezcan, D., Niemoeller, C., Fellmann, M., Nuettgens, M., & Thomas, O. (2015, January). Information Needs of the Mobile Technical Customer Service–A Case Study in the Field of Machinery and Plant Engineering. In System Sciences (HICSS), 2015 48th Hawaii International Conference on (pp. 1018-1027). IEEE.

Gursoy, D., Cai, R., & Anaya, G. J. (2017). Developing a typology of disruptive customer behaviors: Influence of customer misbehavior on service experience of by-standing customers. International Journal of Contemporary Hospitality Management, 29(9), 2341-2360.

Hurley, R. F. (2015). Personality and Customer Service in Retail. In Proceedings of the 1996 Academy of Marketing Science (AMS) Annual Conference (pp. 58-63). Springer, Cham.

Jeon, Y. H., Merlyn, T., Sansoni, E., & Glasgow, N. (2017). Optimising the residential aged care workforce: leadership & management study.

Shin, H., Ellinger, A. E., Mothersbaugh, D. L., & Reynolds, K. E. (2017). Employing proactive interaction for service failure prevention to improve customer service experiences. Journal of Service Theory and Practice, 27(1), 164-186.

Shinde, M., Beachy, R., Lester, J. M., Peterson, J., & Steinberg, H. (2016, October). ENTREPRENEURIAL CUSTOMER SERVICE, CULTURAL DIFFERENCES, & THE BIG 5 IN GERMANY, ITALY, THE UNITED KINGDOM, & THE UNITED STATES. In the Academy of Entrepreneurship (p. 18).

Wong, C. W., Lai, K. H., Cheng, T. C. E., & Lun, Y. V. (2015). The role of IT-enabled collaborative decision making in inter-organizational information integration to improve customer service performance. International Journal of Production Economics, 159, 56-65.

Yom-Tov, G. B., Rafaeli, A., Ashtar, S., Altman, D., Westphal, M., Natapov, M., & Barkay, N. (2018). Customer Emotion in Chat Services: Automatic Identification and New Insights. Under review.

Yom-Tov, G. B., Rafaeli, A., Ashtar, S., Altman, D., Westphal, M., Natapov, M., & Barkay, N. (2018). Customer Emotion in Chat Services: Automatic Identification and New Insights. Under review.