BSBOPS404 AT3 customer_service_plan_final
docx
keyboard_arrow_up
School
Murdoch University *
*We aren’t endorsed by this school
Course
BSB40120
Subject
Information Systems
Date
Apr 3, 2024
Type
docx
Pages
3
Uploaded by DoctorHummingbird4162
CBSA Customer Service Plan Template
CBSA C
USTOMER
S
ERVICE
P
LAN
Overview
The goal is to improve customer service to an outstanding level by implementing two customer service strategies to increase positive customer feedback
C
BSA Organisational Objectives
To improve on staff’s customer service
Develop marketing material that talks about the value for money of our products.
Customer Needs
Financial Services
1. Budgeting
2. Payroll
3. Accountancy
4. Bookkeeping
5. Financial Planning
Training Services
– Training Program to help staff improve their efficiency and productivity
Customer Satisfaction Performance
The latest customer satisfaction results inform CBSA about how satisfied the customers are with the products or services and capabilities. The results of ratings and feedback regarding the level of customer satisfaction will help us to improve the services or products.
These were the survey results from the latest customer satisfaction performance report
1. How satisfied were you with the overall service provided? Rating: 4 The overall service provided by CBSA was Good. This suggests CBSA still need to understand more about the needs of customers and requires improving the delivery of services, in order to get a customer’s rating to “Excellent” (5)
2. How well did the service meet your needs?
Rating: 3
This suggests that CBSA is lacking more services or it needs to offer specific services to meet the needs of the customer in the future.
3. How happy were you with the honesty and openness of the staff members, you dealt with? Rating: 2
The result indicates staff needs to improve on their communication in interacting with the customer.
Business Services
BSBOPS404 AT3 CBSA Customer Service Plan Template (0921)
4.
How would you rate the likelihood you would like to utilise our services in the future? Rating: 3
The rating indicates that CBSA need to improve or offer new services in order to increase the quality of services provided to customers. 5. How would you rate the value for money for the product? Rating: 2
The rating shows the customer sees poor value for money in exchange of the product. This implies that CBSA must provide more needs to be spent to achieve the expected outcomes.
Number Rating Guide Customer ratings from 1 to 5 to indicate the level of quality of service performed. 5 = Excellent, 4 = Good, 3 = Average, 2 = Poor, 1 = Terrible
Proposed Customer Service Strategies
The two proposed customer service strategies are: 1. Staff Training
– Training will consist of online training and a workshop requiring a training instructor
This will involve learning new skills in communication and customer service, that staff requires.
There will be central focus on developing effective communication skills as core of exceptional customer service skills including communication, empathy, patience and consistency as well as adaptability.
Benefits
The benefits of providing staff training are increased productivity, stronger business and brand reputation, increasing knowledge, gain or enhance new skills, higher engagement levels and efficient staff and resource management. In short, it adds values to the employee’s life cycle and job satisfaction.
2.
Marketing
– The focus is on emphasizing the value of money for using our services offered by CBSA. This will be achieved by producing materials to provide more details of our service and utilising digital marketing. Extra budget is required. Benefits
The benefits of the brochures and digital marketing will increase visibility to CBSA’s products and services, reaching a larger audience, will help build a stronger brand recognition, engage customers through various channels, fostering interactions and building relationships, better understanding the market and increase sales growth
***********
Implementation plan
Training Program – The program will focus on training staff to improve on their gap skills such as communication, customer engagement, and overall sales performance. Workshop – Three working days per week for one hour each day
The duration of the workshop will be one month, requiring a training instructor within the organisational’s premises. The training instructor will be internally sourced from CBSA’s training Business Services
BSBOPS404 AT3 CBSA Customer Service Plan Template (0921)
department. The program includes: needs assessment, role-playing, coaching, performance evaluation and reinforcement. Online Sales Training Program -
A total of 16 hours required for self-paced learning per participant
This will be an online sales training platform to learn how to contact cold leads, establish new sales prospects, close deals, and efficiently build rapport with clients. The online sales training platform has all the necessary tools to ensure that the sales staff complete a successful sales training program.
Expected Budget
: $1000.00
People involved:
Training instructor, Staff and Gavin Stead, Managing Director
Risks: If
training is inadequate and lacking understanding of needs of target audience, or staff did not fully understand the training or enhance their skills. It might limit the staff’s ability to succeed and not produce business expected outcomes.
Review: Capturing feedback and assessment scores from staff after they have completed the program, we can directly measure the impact that sales training initiatives had on their job performance. Good customer service training can be costly. To ensure the return from providing quality customer service exceeds the costs involved, the costs associated with the strategy implemented and expenses will determine the improvement of services.
**********
Marketing
– These are the two strategies to promote the value of products and services for CBSA Produce information brochures outlining CBSA’s products and services. These will be distributed in person by hand at social gatherings, meetings and networking events.
Utilise digital marketing through Linkedin, a social media platform by developing a company profile page to connect with potential clients, generate leads, create ad campaigns, grow business presence awareness and publish relevant content.
Expected Budget:
Printing 1000 Brochures –$200.00 (one off cost)
Linkedin Advertising - $500 per year
People Involved:
Tina Hughes, Kelly Munro and Adrian Russo
Risks: The risks for digital marketing are data breaches, algorithm changes, reputation damage and cyber attacks. It can threaten CBSA’s reputation, budget and expected business results
Review:
KPIS for digital marketing will be used to measure online consumer responses and that includes organic traffic, social media traffic, email traffic, and referral traffic. For printed brochures, this can be monitored by how many people contact CBSA or visiting their website after receiving the brochures. To track this, a call register sheet in Excel can be used to record calls through the use a dedicated phone number or webpage for the campaign.
Business Services
BSBOPS404 AT3 CBSA Customer Service Plan Template (0921)
Your preview ends here
Eager to read complete document? Join bartleby learn and gain access to the full version
- Access to all documents
- Unlimited textbook solutions
- 24/7 expert homework help