Assignment 1 Customer Service Strategy

Customer Service Strategy

Report by Bagavathi Ghanesan BSBCUS501 Task 1

This strategy outlines our customer service vision and initiatives. It provides an overview of key customer segments, their current and future needs which we expect to deliver improved customer satisfaction. Good service standards are based on a thorough understanding of the market. There have two types of customers which are internal and external customer.

Internal customers are any member of your organization who relies on assistance from another to fulfil her job duties. Their requirements are maintaining a healthy work culture. An outside vendor should be treated with the same respect as an employee of an organization. Should motivate internal customers by providing regular perks and benefits. Internal customers can be motivated and better results can be obtained as compared to a disgruntled internal customer. There are several organizations which focus on training as a measure to strengthen the internal customer chain such that work is carried out smoothly without hassle. These trainings emphasize on job roles and job profiles as well as responsibilities thereby clearing the objectives and expectations from internal customers.

External customers are essential to the success of any business, as they provide the revenue stream

through their purchases that the enterprise needs to survive. They are providing the revenue stream that a business needs to survive Businesses spend most of their time meeting the needs of external customers to ensure satisfaction customers will keep coming back and spread positive feedback about the company. They are called external customers because they come from outside the organization.

Service standards set a target for companies to meet customer needs using its people, systems and technology.

There has some procedure for developing service standards. There are meet customer needs, be changed if they are not working or outdated, communicated effectively and continually with employees and reflect organisational goals. There are few steps to achieve customer service excellence. involve staff in the process of service development and continuous improvement. Check for any service ‘gaps’. Develop customer service standards to match your ‘promise to customers’. Organise ongoing staff training and regularly monitor and measure employee

performance.

We can handle customer complain procedure by listen to the complaint. Accept ownership of the problem. Apologise. Don't blame others. Thank the customer for bringing the problem to your attention. Detail the complaint so that other staff know exactly what the problem is. Have one place to record complaints and the actions taken to resolve them. Complaints about a process or product might indicate that changes need to be made Discuss options for fixing the problem. But think about what this complaint could cost you in lost business or a complaint to the Equal Opportunity Commission. Maybe we can provide a free product or discount for future service. If complaints take several days to resolve or are forgotten, they can escalate and follow up. Let them know what we are doing to avoid the problem in the future. Encourage and reward your staff for dealing with unhappy customers and handling their complaints well.

Provide a skills mentor offering an experienced mentor who has a history of superb customer support skills is the key to training any new team member who will handling customer cases. Mentors are a great resource to help new team members understand the skills needed for customer service. Help Desk software is where your customer support team lives and works all day, every day. Here’s an honest guide to picking the best help desk software for team. Status Page is a super easy way to communicate swiftly with customers about status issues and events.

Prepare a schedule for the software implementation and the training and a budget for the related costs. communicate to employees how new procedures can bridge the gap between the old way of doing things and what the company needs to deal with changing business realities. To minimize confusion and errors, train employees in the new procedures. The training documents should include a description of the new procedures and instructions on how to transition from the old procedures.
Monitor how employees are using the new procedures and adjust them if necessary
actively soliciting feedback from employees and other affected stakeholders on how could improve these procedures.