Implementing Effective Customer Service Strategies for Success

BSB40820 Certificate IV in Marketing and Communication BSBOPS404 Implement Customer Service Strategies Assessment 3 Student Name: LEELAWADEE MANAJIT Student ID: 220109 Appendix 1 – Support implementation of customer service strategies Meeting Agenda Date: 30 October 2023 Time: 13.00-18.00 Type of Meeting: customer service strategy Meeting Facilitator: Anyapat Invitees: Leelawadee Manajit, junior member/s of the sales and customer service team 1. Call to order 2. Roll call 3. Approval of minutes from last meeting 4. Open issues ● Customer service strategy ❖ Skill retention strategies ❖ Training programs ❖ Pricing strategy ● Customer service complaint ● Budget 5. Close

MINUTE OF MEETING Chaired by: Leelawadee Manajit Date: 30 October 2023 Time meeting commenced: 13.00 -18.00 Time meeting concluded: 5 Hrs Attendees : Leelawadee Manajit , junior member/s of the sales and customer service team Customer services strategies Discussion ● Skill retention strategies ❖ Staff performance will be continually monitored and managed in accordance with the CoffeeVille performance management policy. Managers and employees will collaborate to produce work plans to build skills and ensure alignment of employee efforts and skills with company strategic directions ● Training programs ❖ Training is crucial to Café Amazon’s service offering. Café Amazon will implement training programs on coffee/food preparation and customer service monthly. Training will be conducted by external trainers and partner Anyapat, who has extensive sales and marketing experience. ● Pricing strategy ❖ Menu pricing is intended to position Café Amazon as slightly higher priced than its competitors. This pricing strategy is intended to both increase revenue and underpin Café Amazon’s message of higher quality Additional 8 Rules for Good Customer Service Conclusion All team members agreed with these strategies and will implement by the end of this year Reviewed by Managing Director: ……………………………………. (Signature) ……………………………………. (Date)

Complete this section after meeting with the stakeholder/s. The stakeholder/s HRM manager/ Sale representative manager The role for them is to Are responsible for motivating and advising their reps to improve their performance, as well as hiring and training new sales representatives. Achieve their objectives through effective planning, setting sales goals, analyzing data on past performance, and projecting future performance. Strategies Strategic directions ● Increase revenue through targeted marketing campaigns. ● Control direct and indirect operational costs. ● Maintain superior product and service quality standards. ● Establish Café Amazon brand as ethical and environmentally responsible company. ● Maintain highly trained and motivated staff. Skill retention strategies Staff performance will be continually monitored and managed in accordance with the Café Amazon performance management policy. Managers and employees will collaborate to produce work plans to build skills and ensure alignment of employee efforts and skills with company strategic directions Budgeting Budget $1000 STAFF TRAINING $1000 MARKETING AND COMMUNICATION $2000 UNIFIED COMMUNICATION SYSTEM $1000 WEB DEVELOPMENT AND LIVE CHAT TOTAL $5000 Stakeholder feedback We have increased on strategies which are Control operational costs , Quality and consistency of service provided by ● Establish the quality policy by defining target customers. ● Define the required quality from the target customers. Provide the designed quality as minimum standards to staffs.

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● Inspect service products of staffs in the service process. ● Survey the target customers' satisfaction and take action for improvement Appendix 2 – Action Procedures As part of implementing your Customer Service Strategy, you will action and document at least two procedures to resolve customer difficulties and complaints. If you are basing the assessment on a real workplace, you will action at least two procedures that will support the implementation of the strategies you developed in the previous activities. These may be new procedures you develop and action or existing procedures you will action in response to complaints and to build rapport with customers. You must be able to provide evidence of actioning the procedures and the impact of actioning these procedures must be measurable in order to complete future activities. If you are using the case study, you may assume the following: Procedure 1 event: Management would like you to document a short procedure for holding weekly meetings with call centre team leaders. The meeting must take place on the same day and at the same time every week and may be held in-person or online. The purpose of the meeting is to discuss unresolved customer issues. Procedure 2 event: Management would also like you to develop a short procedure for responding to customer complaints on Facebook by acknowledging the complaint, apologising and asking the customer to send an email with their contact details. Action procedures Complaint Handling Policy and Procedures Improve brand image. When you show your customers that you listen and take their complaints seriously by offering them a solution quickly, it boosts your reputation . ... Boost customer retention . ... Increase customer satisfaction . ... Determine areas that need improvement. ● Its establish trust ● Its earn the respect ● Its increase sales ● Its increase customer satisfaction and royalty

Training and coaching support To: Anyapat@gmail.com From: Leelawadee Manajit Subject: Weekly meeting reminder Hi All, This is email is to remind all of you to attend the weekly call centre team leaders meeting to be held on 30 October 2023 . We will cover important topics and your attendance will be recorded. Thank you. Regards, Leelawadee Manajit Documentation Provide users with checklists to fill out shortly after project implementation. Use the checklists as a base for creating the final follow-up document Follow-up Explain how implemented procedures will be followed up. How will changes in customer satisfaction be measured? Compare the conclusions from the reviews to the goals of the project and create a gap analysis of the main differences. Actively seek feedback To ensure that the quality of services is delivered and we can improve and maintain quality customer services; Online feedback form: Google Form, SurveyMonkey Printed feedback forms Comments or reviews on online platform Complete this section after meeting with relevant staff. Promote strategies *Submit a PowerPoint presentation* ● Using online ● Using the business notice in the department https://docs.google.com/presentation/d/1W OMMr7n6Y2gOIt2CrbOkMRjJtD4vUTnWcw wFJRBmX6k/edit#slide=id.p

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Appendix 9 - Customer Service Evaluation Complete this section after reviewing stakeholder satisfaction. Stakeholder satisfaction The stakeholder was satisfaction with he customer service delivery we have improve the customer service strategy and add more on the customer service skill training to all sale representative Changes needed Describe the changes necessary to meet customer service objectives. The staff need to deliver service to customer using these procedure ● Politeness: the use of good manners in all interactions ● Responsiveness: meet agreed timeframes and follow up on all queries ● Professionalism: being objective and knowledgeable and demonstrating integrity ● Understanding: customers and their business ● Confidentiality: respecting the confidentiality of customer information ● Transparency: processes are clear, consistent, easy to access and documented Conclusions and recommendations The term complaint management describes the handling of customer complaints within a company.It is also supposed to resolve the issue that prompted the customer's criticism. The goal of complaint management is to strengthen customer loyalty as well as quality assurance For the case study, the policy and procedure of the company was well but there are the problem on the staff , then staff training was important for the company, the one of the recommend is the evaluation on the customer satisfaction need to be done every two weeks Report: Any changes necessary to meet customer service objectives Identify and report changes necessary to maintain service standards Based on the data, it will be clear that certain changes will improve customer service outcomes. Such changes may include: Training or retraining - Providing quality customer service requires a wide range of skills and knowledge which staff may require training to attain. To keep their knowledge and skills current, even staff who have been trained previously may require further training.

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- Changes in recruitment practices - The way staff are recruited may need to be changed in order to attract the most capable staff. Communication - In order to process feedback, convey strategies and meet customer needs, communication needs to be effective and therefore changes in communication methods and protocols may need to be made. Policies and Procedures Policies and procedures document the practices of the organization, including the practices that relate to the provision of customer service and therefore positive changes to policies and procedures will have a direct bearing on the quality of customer service provided. Organizational Culture - Culture is one of the most difficult aspects to change but also one of the key factors in improving customer service outcomes. Conclusions and recommendations on future directions of client service strategies (you must make at least one recommendation in response to stakeholder feedback) The term complaint management describes the handling of customer complaints within a company.It is also supposed to resolve the issue that prompted the customer's criticism. The goal of complaint management is to strengthen customer loyalty as well as quality assurance For the case study, the policy and procedure of the company was well but there are the problem on the staff , then staff training was important for the company, the one of the recommend is the evaluation on the customer satisfaction need to be done every two weeks How you are monitoring systems, records and reporting procedures for changes to customer satisfaction Cultural changes in the organization. The organization may consciously promote customer service as a key value and adjust its policies and procedures and provide training accordingly. Recommendations reflect organizational needs and priorities and principles of customer service: The proposed recommendations reflect organizational needs and principles of customer service Café Amazon. The organizational needs and principles of customer service of Café Amazon include many factors such be patience, clear communication skills, knowledge of the Product, ability to ‘read’ customers. Thus the proposed recommendations can fill out the needs of company. Possible future directions for customer service strategies: In this report the possible future directions for customer service strategies discussed above section. Planned monitoring and reporting system: CRM: Customer relationship management (CRM) is a term that refers to practices, strategies and technologies that companies use to manage and analyze customer

interactions and data throughout the customer lifecycle, with the goal of improving customer service relationships and assisting in customer retention and driving sales growth. Implementation schedule for customer service performance monitoring and reporting activities Itens Frequency Responsible Chat Online Every Day (Monday to Friday Phuwin (Digital Analyst) Email Every Month) Winny (T.I)

BSBOPS404 ASS3

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