Managing Quality Customer Service - Assignment Example

Manage Quality Service Task Manage Quality Service Question one The above case study has a number of issues that demand prompt attention from the management in order for it to address them, as well as improve on them, and as a result, have a massive improvement on the meeting of customer needs and requirements. In addition, this will also enable the company to meet the level of satisfaction that customers expect from them. As such, the following is an analysis of the issues at hand, as well as favorable recommendations for the organization to implement in order to meet customer satisfaction. Analysis of issues Currently, the delivery time for new computers from the company does not meet the standards already benchmarked for appropriate customer value and satisfaction. As such, this delivery customer service adopted by the firm does not meet the expectations of the customers. Consequently, customers may reduce or refuse to purchase products from dell in future owing to the troubles that arise from dissatisfaction. The company operates on a single line call system. As such, the firm end up missing an unknown number of customers enquires through phone calls made by prospective customers since its phone system does not permit for call records made by customers. These records entail when the customer makes a call, who the customer is, as well as where the customer makes the call from. Furthermore, it also spurs difficulties in determining the number of calls made by a single customer to the company, as well as the number of calls made to the company by different customers. The company standards require repeat business to range at 75%. However, the current operational standards for repeat businesses stand at a mere threshold of 48%. This is much lower than the expected standards. Consequently, this is a clear indication that the after sale services offered by the company to its customers does not spur retention of customers as loyalists to the DELL brand. For instance, customers may face negative experiences on delivery of new computers from the company, or through enquires to the company made by phone. As such, these negative experiences make them refuse to purchase any more products from the company in the future. The price of DELL computers is very satisfactory to most of its current customers. This is because it is 12% lower than the price of its major competitors within the industry. Furthermore, the retail platform launched by the company is convenient, and as such, customers can make online purchases for their products. In addition, these costs can go down further as the company does not incur electricity fee, rental fee, or salaries for the involved staff members Recommendations of solutions The first step for the company is to develop a strategic customer expectation on the delivery of its new products. As such, the company has to expedite the time, which it takes to deliver new computers to its customers before or against the benchmarked standards. Alternatively, the company can equally prescribe its benchmark standards for the delivery of new computers over a period that is a bit longer than its normal for contingencies purposes. For instance, the firm can give the customers about one week expectation to deliver a new computer. However, if the company can manage to deliver the computer in a period lesser than one week, say in five or six days, then it will be in a position to please the customer, meet his or her delivery expectations, as well as draw satisfaction from the company’s delivery services. The next strategy for the company to implement that will ensure rapid customer satisfaction is through the creation of more phone lines. This will in turn ensure that the company satisfies adequately by serving all phone calls made by the customer. In addition, it is imperative for the company, through its department of customer service to set the expectations of each different customer. For instance, they can ensure to capture the name of the customer, his or her contact number, problem for inquiry, and with this information make sure to call the customers back in order to resolve their problems within a period of 24 hours. The customer service department can equally take a further step, such as by calling back the customers and thanking them for their phone calls after working out the problem raised by the customer. The company needs to research and investigate the needs of the customer, as well as identify and note which ones they are. Such need strategies are best implemented through research, survey and feedback systems. Furthermore, it is also imperative for the company to maintain a close touch or contact with its customers, such as by sending them new information updates, or informing them of the release of new products. This can be done through emails, or letters and is very effective in retaining customers to make repeated purchases of DELL products. Question Two In coming up with resolutions for the problems and issues mentioned above, it is necessary for the company to ensure that is also resolves the issues that arise regarding the achievement of time, cost, and quality specifications brought up by the customer. The company may as such, use the following strategies in implementing its strategies as presented in a tabular form. Customer specifications How to meet these customer specifications Quality In order to provide good quality services for its customers, the company has to brainstorm across a varied number of solutions. This is because there is no single policy that cuts across the entire organization to satisfy customer expectations. Furthermore, different situations require different solutions, and so do different people. Some of the critical points for the company to consider in improving and maintaining its service quality includes the following: Being positive, honest, polite, and approaching customers with a good attitude creates a good customer care platform. Empowering members of staff with authority and power to come up with appropriate decisions geared at meeting the needs of customers when they encounter problems. This further enhances their ability to make quality service delivery. The company needs to treat its customers with absolute fairness, and as such, make sure to inform them of everything that is going on whenever they raise problems. Good communication with customers is key in achieving high quality standards and satisfaction in service delivery. For instance, the company can make calls to the customer and express its heartfelt apologies for the problems facing the customers, then make an expectation on how long I will take to resolve the problem, such as 24 hours, 48 hours or seven days. This reassures the customer and gives him or her confidence in the company. Lastly, the company has to make sure that it takes good care to meet the requirements of its individual customers both before, as well as after the sale, such as through after-sale services. Time It is imperative to note that tine is a very crucial element for everyone, and as such, the company needs to ensure that it does not waste time for its customers. Therefore, it is necessary for the company to deal with its customer’s transactions in a timely manner. In case such customers come across problems, it is imperative for the firm to resolve them efficiently. In addition, customers equally require timely delivery of both products and services from the company Cost The expectation of most customers is that the costs of the commodities or services that they acquire from a company meet the quality and a preferable reasonable and competitive price. As such, when customers begin making purchase decisions and choices, they make certain to compare the price, service, as well as quality of the product. Therefore, if two market products exist and both provide the same quality of service, but differ in pricing, the customer is sure to purchase the product with a lower price tag as opposed to that which has a higher price. Consequently, it is advisable for DELL to absorb repair costs of its computers and other products in case customers find fault in them, rather than asking them to bear the repair charges. Question Three As a new manager for Tim, it is imperative for me to learn and execute means on how best to monitor, as well as manage his performance with regards to both quality, and delivery standards. The first key step involves providing Tim with appropriate training on how best to serve his customers, and train him as well in the best techniques of addressing calls from his customers. Furthermore, Tim equally needs to learn on how best to apply the CRM system when dealing with his customers, alongside other related processes, policies, and documents handling for the company. This provides him with the necessary guidelines to follow after he receives potential inquiries from his customers, as well as input all necessary data for future reference, such as the contact person and his or her phone number. The best place to record such information from customers is the CRM system. Consequently, the CRM system enables Tim to store and manage inquiries, especially those made for pre-sale communications by some of his potential clients or customers, as well as ensure appropriate delivery of after-sale services. Another aspect that Tim also has to gain cognitive understanding of is the full knowledge and understanding of the products of the company. This knowledge will empower him to offer appropriate information to the rural fire service. The following excerpt explores the suggested solution in details. Assess the focus of the company regarding its focus on customers. It is necessary for every organization to have a strong customer orientation. As such, every member of staff has to fully understand and have the best knowledge of his or her duties and responsibilities at the firm, as well as how these features fit into the customer service plan of the company. This is majorly so considering the fact that every interaction that the company has with customers reflects the manner in which these customers evaluate, view or perceive the company as a whole. For instance, if a customer makes a call to the company inquiring about a new product or service offered by the company, and through this platform experience customer service toned with a rude attitude, they end up developing a negative opinion of the company, and as a result, the company loses such a potential customer for good. Assess the needs of the customer with relation to the products and services offered by the company. The firm needs to make flexible changes to the customer service plan in accordance to the changing requirements of each customer. Furthermore, this strategy also enables the company to develop a competitive edge of its products and services over other industry players. As such, the firm needs to develop a service vision that expresses what the company management wants it to represent, and provide guidance on the process of making decisions within the organization. The firm must also recognize its need to have a customer service plan that ensures the set procedure treats and each customer fairly, as well as protect all employees of the company. This strategy also enables the firm to determine the level of service necessary for allocation to each level of staff in order to resolve amicably the different levels of problems that may arise from different customers of the company. The company needs to establish formal customer service policies in order to ensure that the employees of the firm handle each interaction with a potential customer in the same consistent manner or fashion. As such, this gives room for improvement of the interaction experience with customers, and thereby subjective problem solving attitudes. It is also necessary to educate the staff members adequately and ensure that all understand the vision that the company holds regarding customer service, as well as the customer service plan. This will evidently demonstrate the need for the company to practice customer service philosophy on a daily business when undertaking its normal operations and activities. Question Four This question seeks to explore the different ways in which aspects of leadership, coaching, supervision, and mentoring assist Tim in improving his management skills. The results are as expressed in the following table. Assistance Effect of this assistance to Tim Leadership The first step is to make a call to the commander of rural fire and make an official apology to him, thereafter make an effort to resolve the problem at hand. A good case example of such an apology is as follows. “We are terribly sorry that one of our sales executive, Tim, made a mistake concerning the service offer. Is it possible for me to come around and discuss our service delivery?” once the customer gives the nod, I pay a visit at his offices as an expression of our company’s utmost sincerity. I will take Tim along with me so that he can watch and learn how best to delivery good services to the customers in the future from copying my behavior. Supervision Giving Tim directions, as well as demonstrating and guiding him on what to do exactly. A good case example applies when a new customer makes enquires over new products offered by the company. As such, I take Tim along with me to show him how one can deliver good service to the customers in accordance to the rules and policies set by the company Coaching It is necessary to establish good and clear ground rules and goals when it comes to coaching Tim. As such, this requires that I set up policies and targets of the coaching program even before embarking on the actual process. This in turn guarantees a good coaching relationship between the trainee and the coach. Furthermore, it gives room for the trainee, and in this case Tim, to explain the obstacles, challenges or difficulties that they face, and as such provide a basis on how to guide him on the best strategies to adopt in resolving the problem in order to improve his performance standards. Keeping focuses is necessary by maintaining a systematic coaching procedure. This also focuses on the core needs of the trainee. Communicate in a clear simple manner and as such, make the entire training process quite understandable for the trainee. Avoid one-way communication platform. This demands that the coach gives trainees opportunities to express their own personal opinions and ideas. In turn, this gives trainers the ability to gather information about their individual weaknesses and guide them accordingly in order to improve on their targets. Having Tim understand the various aspects that he can improve, as well as the feedback mechanisms that motivate him accordingly, hence resulting to a significant improvement in his performance. Mentoring In case Tim faces any form of difficulties or problems while undertaking his duties and responsibilities at the company, it is the duty of his manager to offer him the necessary support so that he can resolve his problems efficiently, and as such, maintain good relations with customers. Read More