Relevant and Constructive Advice to Promote the Improvement of Customer Service Delivery - Assignment Example

ID number: Leadership a) Problems Matching Service Delivery to s In case of delivery of services to the customers some problems can be diagnosed by the management of any organization. At first management should analyze the gap between the customer’s expectation and actual service provided to the customers from the end of the organization. The customers can expect better quality of products or better transportation system for delivering the product. So here the management should take initiative to provide better customer services. 1. b) Options for Improved Service The management of a company will think about the best possible ways to fill the gap and meet the customer’s expectation for improving the business. After solving any kind of problem the representative of the company should keep in touch with that customer until the customer provides the satisfactory reaction. 1. c) Relevant and Constructive Advice to Promote the Improvement of Customer Service Delivery Improved reporting procedure and record keeping system should be implemented within the organization so the management can compare the changes in product demand and the customer’s satisfaction. According to that some special services should be given to the customers. Availability and offering knowledge also create awareness among the customers about the better services provided by a company. 1. Customer Services from Internal Suppliers An organization always wants to receive materials from its internal suppliers on timely basis otherwise production procedure will get hampered. The cost of materials also should be reasonable. If cost of raw materials is high then automatically price of the finished goods also will get increased than the other substitute products in the market and the demand of this particular product will get decreased from the end of the customers. 2. Reasons for Customer Awareness among Employees Through training and development activities HR managers can develop the sense of customer awareness among employees. Not only the sales representatives but also the store keeper, maintenance staffs, cleaners and administrators should participate in this training. The works of all employees are very much important in an organization which directly or indirectly attract the customers and increase the volume of sales. 3. The Process to Promote Customer Service Strategies and Opportunities Management should recruit and train the right persons who have the right attitude for building a successful relationship with customers. They should concentrate on achieving the customer’s loyalty. Any complaints from the customer’s end should be taken in a positive way by the staffs of the company. 4. Example of a Situation on Excellent Customer Service Mrs. Bajaj purchased a dress for his daughter from Creative Boutique which is based in Kolkata. At the cash memo it was clearly mentioned that any kind of return will be acceptable within 7 days from the date of sale. Mrs. Bajaj lives in Midnapore and willing to change the dress since it was not fit for her daughter. She came after 12 days from the date of purchase but considering the constraint of distance the boutique changed the dress. 5. Feeling about Value for Money On the basis of above example it can be said that the customer has received value for money as she got the proper product which can be used by her daughter. If she did not get the opportunity for exchange then only it can be said that there was no value for money regarding her purchase. 6. Deal with the Provider If customers will get such kind of cooperative support from the providers then certainly they will deal with this provider again and again. The customer services of the mentioned boutique will increase the trust and loyalty of Mrs. Bajaj towards that shop. 7. Sharing the Experience As the customer was getting good experience so she will definitely share it verbally or by using social networking site with her peer group, relatives, friends and recommend them for purchasing dress from that shop. This will create a positive image and they will want to purchase dress from that shop as they will also get the flexible exchange facilities if required. 8. Comparison with Workplace Mrs. Bajaj is a software engineer and in her workplace as well she also frequently changes the implemented software procedure as per the criteria of customers. There is also some fixed time limit beyond which any changes will not be provided from the end of the company. But if customers face trouble then such cooperative employees like Mrs. Bajaj will take initiative to solve that problem and try to maintain the customer’s loyalty. So here both of them are rated equally. 9. a) Problems in Jeff’s Attitude and Organizational System As the inter personal and communication skills of Jeff are poor so he has a fixed set of mind that he will do his role alone and he is not liable to teach others of the organization about that matter as his work is not related to face the customers. 9. b) Impact on Others There must be a negative impact on those employees who have to face customers. If they did not know the details of the problem and the associated procedures then they will not be able to explain the actual solution to the customers. As a result supplier-customer chain will be affected and outcome of the organization will face the crisis. 9. c) Root Causes The main cause is Jeff does not want to face others as he knows he will not be able to explain about the problem solving procedure. He has the knowledge and does the work well but he lacks the explaining capabilities and this makes him uncomfortable. 9. d) Process of Overcome Jeff can use simple words to convey his messages. This process will be easy for the listeners to understand the fact he tried to discuss. He should also try to control his emotions at the time of communication so that the listeners can get the actual sense of conversation. Identification and Allocation of Available Budget Resources There should be link between corporate strategy and budget development. Procedure should be designed in such a way that allocation in various resources (such as employees, suppliers, machinery, raw materials, promotion etc.) will provide the optimum return and maximum benefits. More use of reserve, analyzing, anticipating and monitoring the heads of expenditure will also help in this case. 1. Requirements of Verifiable Data Variable data focuses on the present condition of a company. It states the stability of company in the market. If stability is not satisfactory then strategies will be planned in a different way so that future condition can be improved keeping the present situation in mind. 2. Design the Future Service Strategies At first organization has to analyze about the requirements and criteria of the customers about a particular product and then make plan about the future. If some extraordinary services are provided by the company but not received as much appraisal as the company expected from the end of the customer then it will indicate that such extra services are not required from them. 3. Requirements for Collecting Data regarding Customer satisfaction Data are some important parameters to analyze the satisfaction level of a customer about a particular product or service. According to it company can take the initiative for further development of product and can improve the quality of services. Management can compare the level of customer’s satisfaction which will direct them to earn more revenue. 4. Reporting Procedure A survey can be conducted to get the data about the customer’s needs and how much the offered products or services provided by the company fulfill their requirements. A planned questionnaire will highlight the focus area and help to find out the required data. 1. Reasons for Getting Market Success To achieve success in the market a company should provide good quality of products or services to its customers and along with that organizational structure is also an important issue. A well established structure will direct the employees to achieve the goals and help to get a stable position in the market place. 2. Excellent Customer Services It is not possible for any organization to provide excellent customer services to its customers if every employees of the company does not feel that their real contribution towards their job is required for it. It is observed that work procedure of an organization is just like a chain system and without getting the excellent performance from any employee the organization cannot fulfill customer’s requirement. 3. Principles of Customer Service Good customer services can be provided through making friendly relationship with them. The way of approach should be natural and appropriate. Behavior and attitude towards them should be polite. Support should be provided whenever they are facing any kind of problem regarding the consumption of the product or availing services. 4. Different Types of Legislation Permits and licenses are required to run the business activities at local council level, state and international level. Taxation issues are also important such as Tax File Number, Goods & Service Taxes etc. All the obligations should be maintained in case of record keeping procedure and should obey the code of conducts which are related to the industry standards. 5. Ways of Getting Customer’s Feedback There are several ways which can be adopted for getting the customer’s feedback to understand the problem and then try to find out the solutions to reduce such problems. Social networking site, company’s website, survey etc are some ways which can be used for this purpose and also direct feedback can be received from the customers. 6. Differences in Obtaining Feedback A company can get feedback from external customers after implementing certain procedure such as developing web sites, opening account in social networking sites etc. But company can get feedback from its internal customers directly as they are involved in the decision making procedure within organization. 7. Requirement of Technology There is no doubt that technology help to provide better customer services. By using technology billing and payment procedure of any retail store will take very less time than the traditional procedure. Customers do not have to carry hard cash with them if facility to access the debit and credit card is available. 8. Discussion with Concerned Person An employee should consult with the managers about the strategies which will improve the delivery of products and services. Managers of respective fields such as production manager, logistics and transportation manager, marketing manager and administrative officer can be included in this group to provide their expert opinions. Project 1 1. ABC manufacturing company is unable to meet its targets though there are no such significant problems in manufacturing procedure and the company also provides good quality products to its customers. Here the major problem is the management of the company cannot understand what the customer’s expectation is and how to meet their demands. The company is providing high quality products at high prices. But if customers can get almost same quality products from the competitor brands at affordable price then they will not select this company’s product and as a result sales volume will get decreased. Again another problem can be focused in this case. If customers are not aware about the quality of the products and how much they will be benefitted after consuming the product then the demand will not be increased. 2. Management has to understand at first what the customers want about this particular product. If customers give feedback that they want less costly product and there is no such requirement to provide such a high quality then on the basis of those data, management can take initiative to collect raw materials which will reduce the cost of production. They can choose electronics and print media for promoting the product in the market and can create awareness among people and potential customers. 3. Management of the company at first analyzes the target market and the segments of target customers. If they are belonging to middle income group the cost effectiveness will be the prime factor on which they need to focus. The company will increase its storage capacity to get one time huge ordering benefits in case of purchasing raw materials. Again this can be said that if target customers like to follow the televisions then company will promote its product by the way of advertisement on televisions. 4. The suggested course of management must include the activities of its competitors. They should follow the way by which they can attract the customers. Delivery system should be improved so that products can be supplied to the customer’s end within short span of time. Employees of the company should be trained properly on how to handle customers with friendly behavior and cooperative way. 5. If the company will take initiative to receive customer’s feedback then this will help to make strategic actions for the growth of the business and this will also help to increase the amount of sales revenue. So developing this process is required through company’s websites and social networking sites. 6. The company should concentrate to increase the expenses in promotional purpose and reduce the price of products to get the competitive advantages and provide the economies of scale benefits to its customers. 7. Sales representative and staffs of the company will encourage the customers to provide their valuable feedback and take prompt action whenever any kind of problem arises from the end of customers regarding the products and services which are offered by the company. 8. If price of the products is reduced then it is a change of internal factors which will attract more customers and increase the volume of business. Again improved promotional activities will bring changes in the external factors of a company and this will increase the demand of the product. 9. If the above mentioned interventions are not implemented then the company will face the same situation and condition of the business will deteriorate day by day due to the high competitive market in Australia. 10. If the amount of paying tax decreases then the company will accrue the benefits to run its business. Project 2 We should encourage our customers to complain! Every organization should take the complaints in a positive way from their customers. Customers can raise the issues of problem which they are facing from the offered products and services. They give their feedbacks about the products and services by providing their complaints. This indicates that they have a certain level of expectation from the organization and if the management takes the corrective steps then those expectations can be met properly. It shows customers are caring for the organization and helping them to improve their services. It focuses those areas where improvements are required. Otherwise management will not be able to find out those problems within short span of time. So this can be said that customer complaints will help to reduce the chances of losses and management can also tackle the risk factors which can create some obstacles to run the business activities in a smooth way. There are two main ways which help to encourage the customers for providing their feedback and complaining against any kind of problem which they are facing from the products or services. These two ways are a) Open details and b) Friendly employees. A company should provide its detailed address, contact number, email address in their websites and on the package of the products so that customers can send any kind of complaints without any confusion. There should be an easy way through which customers can directly communicate with staffs of the organization and inform about the nature of problems. If customers can inform on an immediate basis then corrective actions can be taken quickly from the company’s end. Again friendly, cooperative and helpful staffs of the organization can encourage the customers to provide their valuable feedback regarding the product and procedure. They should take initiative to solve the problems, listen to customer’s words with patience and deal with all kind of complaints with calm and cool mind. The benefits to encourage customer’s complaints are – If company is unable to meet the customer’s requirements then it will lose the number of customers. They will move to other substitute products in the market if they cannot get that satisfaction level which they want. Complaints can focus on their requirements and indicates their satisfaction level and according to that the company can take initiative to retain its customers. Complaints provide those opportunities which will help to recover the performance level of any business and the company can get a stable place in the industry. If a company manufactured any faulty product by mistake and quality control team failed to identify that fault then there is only a way which has the ability to find out that problem. This way is nothing but the complaints from customers. Complaints challenge the present status of an organization. If management sets some wrong targets then that also will be highlighted through receiving complaints and then they can change their strategies. So undoubtedly an organization will be benefitted from such kind of practices (Orr, 10-15). Project 3 For conducting a customer service survey the researcher should target at least 200 respondents who will give feedback about the product and service of the company. This survey is required to find out the problems and then proper initiatives can be taken to solve those problems. Stake holders, employees, suppliers and other related parties in a business will get the detailed information about the actual condition and acceptability of company’s product in the market. Survey can be conducted on social networking sites or directly to the customers. The questionnaire must include the following questions. 1) Is the quality of product is below standard / average / satisfactory / above expectation? 2) Willingness to use the product again (Yes / No). 3) Is the price of the product is affordable or not? 4) Any further improvements required or not. 5) Packaging of the product is as per the standard or not. 6) Is the packaging is attracted the customers or not? 7) Supply and availability of the product is satisfactory or not. 8) Delivery of product can be happen within time or not. a) Administrative officer and marketing analyst of the company can do this survey and they can use the sales representatives and staffs of the company as their assistants for getting data from the market. As the customers need not provide the long answer so they will be interested in providing feedback regarding the product and service. They only have to click and select either yes or no in the survey sheet. So this is an easy way and easily understandable to all. If the company announces that three lucky customers will be selected from all the customers’ survey sheet and they will get attractive prizes then this will influence the customers for providing their valuable feedback. b) Customer’s response will focus the problem areas in business. Suppose the goods are not delivered on time and from the customers’ feedback, management can get this information. Then they will look after the planning of logistics department and implement certain strategies which will help to move the products from one place to another on an immediate basis. c) Collection of responses will help to form a proper planning. If most of the respondent says that the quality is not up to the mark then company will take initiative to develop the quality and meet the expectations of the customers. Management should get the information about the view of the market and then they will be able to make strategic planning. The summary of the result is satisfactory. The customers only want more affordable price to purchase the product. A report should be prepared by the researcher after mentioning all this information and it should be submitted to the group of managers on board meeting. The survey result will help them for making proper plan which will provide benefit in future. Here priority should be given to the whole organization. A detailed and clear picture can be observed from this report which will increase trust of shareholders on the business activities. Work Cited Orr, Robert. Authentic Managerial Leadership. Florida: Xulon Press. 2011. Print. Read More