Assessment 1

Describe about the Manage Quality Customer Service Assessments.

Part B

The two measures recommended by Olym will help in facilitating communication with customer and ensure delivery of product on time. Through the installation of better phone system, queries of the customers can be easily solved by the concerned person and thus, ratio of missed inquiries will significantly decline. With the evaluation of delivery schedule, Olym Gas Supplies will be able to deliver cylinders on time. The implementation of these measures will enhance the working process of Olym and hence, solves the major issues concerned with customer needs.

Describe any further recommendations you would make to Olym management to ensure the plans achieve the quality, time and cost specifications of the customer.

Apart from installing enhanced phone system and reviewing delivering schedule, Olym should implement safety measures for its employees and customer as well because it will build trust and hence will also leads to increase in the number of customers and retention of employees (White, 2016). It shows company’s concern towards customers’ health and safety by means of improving quality of service provided to the customers.

Case Study

As Tim’s manager, explain the steps you would take following this occurrence. Ensure you answer the following questions in your response:

a) How could you monitor and manage Tim’s performance with respect to quality and delivery standards?

In order to determine the performance of Tim, effective quality measuring standards can be established. The time taken by Tim to deliver effective and accurate services to the customers will be measured based on the standard time so as to examine his delivery performance. And quality performance of Tim will be evaluated on the basis of customer feedback. This will determine Tim’s performance depending upon the cost invested in training. If the delivered service is not effective to customers, valuable strategy will be ascertained so as to review the Tim’s performance on regular basis (Hedin et al., 2006).

b) How would you assist Tim where necessary?

There are several measures to assist Tim through guiding him and specifying him about the understanding of the customers. Tim should engage with his audience while providing training and deliver the knowledge based on the customers’ skills and proficiency. The training delivery time should not exceed the actual time standard. All customers should be able to perform better after getting the training from Tim.

Assessment 2

What steps would you take to determine how your organization could deliver the service to the customer?

Step 1. Monitor and evaluate the vision of delivering customer service

Step 2. Determine the type of customers whom an organization wishes to serve

Step 3. Develop an expressive connection among the consumers

Step 4. Based on needs, deliver services to the consumers and get feedback of the customers in the real time in order to get a deep insight of the offered service

Step 5. Develop a service team within a company according to the standard framework

Step 6. Take action upon the feedback of employees who are serving to the customers regularly

Step 7. Measure the company’s profit from the services delivered to the customer

(Schiff, 2015)

Case Study

Identify the possible underlying service problems that exist at Jolly Airlines. Consider the extent to which the systems and procedures are affected.

The crew members of Jolly Airlines are not formally trained by the company which results into misbehavior of service personnel towards the customers. This creates a negative impact on the services delivered by Jolly Airlines. The serving staff does not formally treat the passengers and behave unofficially and even their management is not effective. Due to this service problem, Jolly Airlines has observed a fall in their bookings and thus revenue of the company also declines. The management staff does not deliver effective services to its customers which greatly hampers the system of Jolly Airlines.

Decide upon an approach you would take to correct this problem and improve the customer service given by Jolly Airline’s in-flight service personnel and to meet Opally’s needs.

The in-flight service personnel should be provided with the proper training which directs them how to behave professionally with the customers. And new well trained staff should be hired by Jolly Airlines so as to meet the requirements of Opally Mining Pvt. Ltd. However, strict action should also be taken against personnel service provider, if found responsible for misbehavior (Victoria State Government, 2015).

Explain who you would consult with to achieve this outcome.

In order to achieve best customer service, Jolly Airlines should consult top management and training supervisor. This would result into attainment of its same position in the market.  

An angry client calls your customer service team regarding a recent late delivery of one of his orders. The problem is escalated to your attention.

Assessment 3

a) Describe the methods you could use when addressing abusive customer behavior between a client and one of your staff members. Describe the techniques you could use to improve customer relations.

The manager should be calm and adjust his mindset according to the situation. He must actively listen to the customer’s problem and apologize for the same in order to improve customer service relation. The manager should present a solution for the concerned issue and thus take an immediate action to resolve the problem. He must also follow up with the customer and ask for a feed back. This will improve customer relations in the company (Davcorp, 2016).

b) Develop a plan that future staff members could refer to, to maintain a consistent approach to this behavior.

Step 1. Imagine that the customer has the right to get angry

Step 2.  Listen the customer’s query carefully with patience

Step 3. Respond to the customers gently  

Step 4. Resolve the customer issues through consulting the concerned person

Step 5. Follow up with the customer after resolving the issue

Step 6. Take a feedback after serving customers (CC Health, 2009)

c) What techniques might you use when dealing with a customer with special needs?

While dealing with the customers with special needs, staff should identify and understand the customer’s requirements and must listen them carefully. Provide extra time to focus on offering solution to the customers on time and meet their expectations to satisfy them.

A customer appears at your organization one morning demanding ‘better service from your staff’. What actions would you take at this point to establish the real needs of the customer? Consider different strategies for identifying and resolving the problem, including ways of gaining feedback from the customer. Refer to any legislation that you should consider.

The manager should identify the issue and understand an individual interest for the concerned products and services. The possible solutions for the problem must be listed specifically. Measure the solution with customer experience.

With reference to the International Customer Service Institute model for customer service (TICSI, 2008), describe the ways your organization monitors its customers for ongoing customer service quality. Suggest methods your organization might use to improve its current systems and monitor and manage them in the future.

Through proper communication channel and trained staff, customer service is monitored. The organization also follows up the customers after serving the products and services and thereby takes their feedback in order to evaluate the customer service quality. The organization should install advance technology in the organization system so as to review and track the service scheduling process. It helps to resolve the concerned issue quickly.

Explain how effective records management contributes to the ongoing improvement of customer service. Consider and refer to the processes currently used in your organization.

The records maintained in the organization plays a major role in enhancing the customer service as it enables the service provider to report the issue or problem quickly within the expected time by customers. It also leads to the minimization of time wastage and cost as the records maintained by the staff provides the information to the organization about the customer and thereby supports them with advance technology (Canon, 2016).

What role do public relations and promotions play in a customer service strategy?

Public relations and promotions plays a major role in developing strategy for customer service as it builds positive image of the company among the consumers. It provides information about the services and thereby increases company’s revenue through increasing brand awareness (Suttle, 2016).

References

Canon, 2016. Effective Records Management for Today’s Business Environments. White Paper. Canon.

CC Health, 2009. Dealing with Abusive Behavior and Difficult Situations. Contra Costa Health Secvices.

Davcorp, 2016. Dealing with Difficult Customer Behaviour. Davidson Trahaire Corpsych.

Hedin, J., Jonsson, M. & Ljunggren, J., 2006. Delivery Performance. [Online] Available at: https://www.diva-portal.org/smash/get/diva2:207312/FULLTEXT01.pdf [Accessed 9 September 2016].

Schiff, J.L., 2015. 9 Ways to Improve Employee and Customer Communication. [Online] Available at: https://www.cio.com/article/2881612/collaboration/9-ways-to-improve-employee-and-customer-communication.html [Accessed 9 December 2016].

Suttle, R., 2016. What Are the Roles That Promotion Plays in Marketing? [Online] Available at: https://smallbusiness.chron.com/roles-promotion-plays-marketing-25878.html [Accessed 10 September 2016].

Victoria State Government, 2015. Guidelines for Managing Complaints, Misconduct and Unsatisfactory Performance. [Online] Available at: https://www.education.vic.gov.au/hrweb/Documents/Complaints_Misconduct_and_Unsatisfactory-Performance_VPS.pdf [Accessed 10 September 2016].

White, C., 2016. What Does Safety Commitment Mean to the Employee? [Online] Available at: https://www.selectinternational.com/safety-blog/bid/185314/What-Does-Safety-Commitment-Mean-to-the-Employee [Accessed 9 September 2016].