BSBOPS404-Templates-Guidelines-Ass-3 (2)

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BSB40820 Certificate IV in Marketing and Communication BSBOPS404 Implement Customer Service Strategies Assessment 3 Student Name: Student ID: Appendix 1 – Support implementation of customer service strategies Meeting notes: 1. The main customer service delivery problems. - Reply on the customer enquire which need to be improve (response on the customer question quickly) - Employees are not interested in listening to complaints and receiving feedback back to customers. The best way to identify their needs is to take an organized approach. Some refer to this as a customer needs analysis, which provides you with valuable insights about your target audience. Common methods for discovering what customers want include focus groups, social listening, and Survey customer service research. We used Survey After sale customer service. 2. Two strategies meet the organisation’s customer service objectives We used two strategies include 2.1 Staff training - Complaint Handling Policy and Procedures - Organize training program 2.2 Offering incentives - Design an incentive program for agents that include training results and performance. - Complaint Handling Policy and Procedures 3. Allocate the available budget to the implementation of each strategy. 3.1 Staff training. Budget allocation = $7500 Staff responsible - HR Department team - Marketing management 3.2 Offering incentives. Budget allocation = $ 1500 Staff responsible - HR Department team - Marketing management

Complete this section after meeting with the stakeholder/s. The stakeholder/s Who did you consult with? What are their roles within the organisation? Isabel Asidera (assessor) - Customer Service Manager Peter Parker - HRM manager Tom Cooper - Marketing management manager Describe the role of a Customer Service 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, analysing data on past performance, and projecting future performance. Explain the role of the HRM manager. The responsibilities of a human resources manager are divided into three main areas: staffing; Employee compensation and benefits and defining/designing work Basically The objective of HRM is to maximize organizational productivity by optimizing employee performance. Explain the role of Marketing management manager Responsible for managing the brand's budget. They must take care of both media, activities, and activities that create progress for the brand. In addition, care must be taken. Manage marketing in terms of promotions and communication with customers who are part of online stores. Strategies How does your strategies align with the organisation’s customer service objectives? Analysing the proposed strategies, we can see that they meet organizational requirements and are aligned with the company's policies, as they ensure that employees are trained in areas such as understanding, confidentiality, and ethical management of corporate values, transparency, and courtesy. Furthermore, this approach assists us in improving employee abilities and knowledge, as well as their motivation to complete tasks efficiently. With the project in place, trust, agility, respect, and commitment are fostered among internal and external clients, which is shown in measurable movements, increased sales, increased stock rotation, and improved company profitability.

Budgeting Describe how you will allocate available budget (in consultation with stakeholders). The money will be allocated in accordance with the requirements of each plan to be implemented. The budget is created to guarantee that the intended activities are carried out in an ethical, conscientious, and responsible way. Stakeholders are given with the budget, which includes dates and tasks to be produced. The whole cost of the staff training, which will last three months and take place twice a month, is projected to be around $7500. This includes trainer's fees, stationery, training facilities, computer equipment and other elements necessary to carry out the training of personnel. On the other hand, we set aside $1500 for the incentive program, with which permanent marketing campaigns will be run in order to increase the number of customers and keep the ones who are already there, as well as recompense the staff members who are most dedicated to the achievement of organizational goals. Finally, $1000 is set aside for any unforeseen circumstances that may arise throughout the course of the plan's development and implementation. Stakeholder feedback Describe any changes you will make to your strategies as a result of consulting with stakeholders. Following the completion of the meeting with stakeholders and the presentation of implementation proposals to improve customer service in the organization, we received a number of comments that we must consider in the proposed plan for Lux Linen. Among the most important suggestions were: - Hiring more customer service consultants in order to provide better service and improve response times and productivity. - Design more public awareness in which people are given the opportunity to participate and engage, hence improving productivity and indices of quality.

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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: 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. 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 Describe the procedures you will action To put the organization's strategies into action, weekly meetings with the call centre’s chiefs of staff will be held to discuss unresolved customer issues. The following are the procedures that must be taken into consideration The meetings will be held on Fridays of each week after noon, where we will discuss the issues related to the problems that were not solved during the course of the week. Participants must give a brief summary on their performance over the week. People who are unable to attend a personal meeting for whatever reason should do so online. Record relevant information, plus any agreements reached.  Acknowledge the customer's concern and demonstrate understanding when the complaint is received.  Offering apologies and seeking the quickest and most efficient solution to the situation  Asking the customer to send an email with their contact details.

Explain how this will contribute to resolving customer difficulties. How will actioning this procedure help the organisation to build rapport with customers? What are the organisational requirements you had to work according to? Attach evidence of procedures to the end of this section. (e.g. Email sent to call center team  Ensure customer compliance . To effectively assist clients in resolving their problems, we must focus on meeting and exceeding their expectations, resulting in mutual benefits and profitability for the company. Our commitment is to predominate in the consumer's mind in order to fulfill the specific responsibilities of our area and job position in a timely and adequate manner, while adhering to the company's requirements, guidelines, and expectations. Furthermore, it is critical to correctly implement the company's policies, processes, procedures, and rules, with the goal of always meeting the needs of the company's internal and external customers, in a continuous learning and improvement process that leads to service excellence and the achievement of planned outcomes, using indicators that measure process performance. Customer services are a term used to describe a service that is provided to a customer. It's not only about pleasing people. It is the fulfillment of internal and external customer expectations and needs through strategies and activities that include all members of the company's staff in the creation of truly satisfying moments associated with the product, service, and physical conditions in which the service is provided. Our responsibility is to provide excellent service, which we will do via the efforts of all of the company's employees, distributors, and contact center representatives. The organizational requirements with which one must work are as follows: - Legal requirements, for example, occupational health and safety and anti- discrimination legislation

leaders requiring them to attend the meeting and email/ screenshot of conversation contacting a customer to resolve the complaint from Facebook). - Systems, processes and requirements for quality assurance - The company’s mission, vision and business plans Attach Email sent to call center team. Regards, To: luxlinen_callcentreteam@gmail.com From: Amornrat Settaphon Subject: Weekly meeting reminder Dear All, This is email is to remind all of you to attend the weekly call centre team leaders meeting to be held on 11/11/2023. We will cover important topics and your attendance will be recorded. Thank you. Regards, Amornrat Settaphon Documentation Explain how you will document and follow- up the implemented procedures? Once the project is implemented, it must be ensured that the processes are effective via the use of mechanisms that help maintain a balance between the applied procedures and the team members. - As a first step, we should provide users with checklists to complete shortly after the project is implemented. As a result, we'll keep track of user observations, problems, and suggestions in order to improve strategies and ensure that processes are carried out efficiently. - To create the final follow-up paper, use the checklists as a starting point. The lists can address a variety of aspects of the project, such as the amount of time required to learn the new system, employee reaction to the new system, and the number of errors discovered. - To create the final tracking document, we should use checklists as a starting point. The checklists can address various aspects of the project, such as the time required to learn

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the new system, employee reaction to the new system, and the number of bugs discovered. Follow-up Explain how implemented procedures will be followed up. How will changes in customer satisfaction be measured? To assess customer satisfaction with the implemented changes, we will provide prompt assistance, as well as conduct online and telephone surveys immediately following a customer service interaction. On this basis, we expect to collect the amount of data required to generate improvement proposals and respond promptly to cases in which we are performing in ways that are contrary to what the customer expects. Complete this section after meeting with relevant staff. Promote strategies Describe two ways in which you promoted your strategies to staff? - Reward system: We may use this tool to create mechanisms that encourage employee engagement and boost productivity via the use of incentive schemes.

- Promote strategies by PowerPoint Presentation : This method facilitates the development of skills and assists us in effectively communicating strategies, promoting teamwork and participation. ***Attach evidence PPT

Appendix 9 - Customer Service Evaluation Complete this section after reviewing stakeholder satisfaction. Stakeholder satisfaction Describe whether the stakeholder/s are satisfied with customer service delivery? Describe the changes necessary to meet customer service objectives. The stake holder was satisfaction with the customer service delivery It is crucial to highlight that they evaluated the project in a significant way, taking into account a number of factors that must be considered in order to improve the existing gaps in the development of the activities, as well as replanting various methods and gaining recognition in the market and industry to which we belong. The necessary changes that must be managed in order to improve customer service inside the organization. We have improved 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. Changes provide better benefits, but there is a risk that the staff will not adjust to the change and that the customer relationship will be harmed even more. The necessary changes to meet the objectives are based on training strategies, changes to the complaint and complaint processes, and the implementation of alternatives that motivate employees to develop their work in an efficient manner. Conclusions and recommendations Describe at least one recommendation on the future direction of client service strategies. Maintaining a high level of good service, as well as conducting ongoing customer service training and motivational talks for customer service consultants, is recommended in order to continue providing excellent service to users.

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Report: Feedback The information related to the services offered by the Lux Linen staff, as we are developing several strategies that we want to implement in order to offer the best service to our customers and ensure their full satisfaction. It's critical for us to hear your thoughts and suggestions, because that's how we'll build trust, agility, respect, and commitment, boosting our market share and sharpening our brand in the industry to which we belong. To assess customer satisfaction with the implemented changes, we will provide prompt assistance, as well as conduct online and telephone surveys immediately following a customer service interaction. On this basis, we expect to collect the amount of data required to generate improvement proposals and respond promptly to cases in which we are performing in ways that are contrary to what the customer expects. CONCLUSIONS AND RECOMMENDATIONS Conclusions - The proposed solution alternative is a good way to improve the many issues that customers have with the service provided by Lux Linen. - With the project up and running, trust, agility, respect, and commitment are fostered among internal and external clients, which are reflected in the company's financial results, sales growth, stock rotation, and overall economic performance. - The percentage of time spent on customer service was classified as being just slightly higher than the quality of service. Recommendations - Revaluate customer service productivity times in order to ensure that customers are completely satisfied and that repeat visits are avoided. - It is recommended that continuous customer service training and motivational talks be provided to customer service consultants, with the goal of continuing to provide excellent service to users. - It is recommended that clients' plans be replanted, since having too many plans, especially those that are difficult to manage by the customer, makes customer services difficult, such as new product sales and user retention. - It is recommended that more customer service consultants be hired in order to provide better customer service and improve response times and productivity. - When the actions suggested in this improvement plan are carried out, a better performance and an increase in the indices of quality and productivity in the customer

service area will be observed, which will have a positive impact on the customers.

BSBOPS404-Templates-Guidelines-Ass-3 (2)

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