DEVELOP AND MANAGE QUALITY CUSTOMER SERVICE PRACTICES SIM
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SIMRANDEEP KAUR AVE-01995 DHM20-05 DEVELOP AND MANAGE QUALITY CUSTOMER SERVICE PRACTICES
Assessment Task 1
Research and develop customer service policies and procedures in the business that meets industry standards.
In the role of a sous chef in the AVETA CAFÉ and one of the first tasks your head chef has requested you to undertake is to research and develop customer service. There are three different areas of the business as the head chef has observed that front of house staff and kitchen staff required to serve customers during peak periods are not applying an industry standard format for these three hospitality business.
You can use both formal and informal research in this process as providing opportunities for kitchen staff.
Head chef has requested that you monitor your implemented practices for quality customer service.
In order to evaluate the practices for quality service provision and identify any falling, including reviewing the policies and procedures making adjustment necessary and result communicate any new practices to staff.
1.
Monitor the implemented practices for quality customer service in line with above policies and procedures over four service periods.
A
customer service
policy is a written code of conduct for employees to utilize for
serving
customers
. It could include how to respond to questions or deal with disgruntled
customers
who want refunds.
The key to effective quality monitoring includes six crucial steps
:
Listen to your customers by monitoring interactions.
Capture all of your customer feedback channels.
Ask your customer what they think.
Use quality monitoring to help agents improve skills.
Do not view agent development as a one-off activity
.
SIMRANDEEP KAUR AVE-01995 DHM20-05 2.
Research and develop customer service policies and procedures for at least three different areas of the business that meet industry standards
Customer service policies
to the specific needs of your
customers
. Set up a system to record
customer
complaints, issues, and comments so you can better understand what they expect from your business, or what problems keep arising that you can improve upon and avoid in the future.
Standards
define how your company acts, which, in turn, builds trust in your brand. They can be guidelines that describe quality, performance, safety, terminology, testing, or management systems, to name a few.
3.
Implement and monitor practices for quality customer service in line with above policies and procedures over four service periods
Customer service is the most important aspect of the hospitality industry. Managing the service delivery is therefore very important to any successful operation. The Manage Quality
Customer Service course covers. Customer service is the most important aspect of the hospitality industry. Managing the service delivery is therefore a very important process in ensuring the success of all departments.
Market and customer research
Service and quality standards
Customer service monitoring
Feedback collection and analysis
4.
Evaluate practices for quality service provision and identify any failings
Planning for evaluation should identify and map baseline information as well as ensure that ongoing access to consistent data sources will be available through monitoring over the life of the initiative. Data can be quantitative (hard or numerical data) or qualitative (soft or categorical). Those managing an evaluation need to focus on asking good questions to assess the data collected. Credibility of an evaluation is enhanced through sound evidence, professional and ethical standards, and the degree of independence of the evaluator. Effective evaluation is the result of a planning process over the life of the initiative.
5.
Review policies and procedures, adjust as necessary, and communicate any new practices to staff.
Policies and procedures
are an essential component of any organization.
Policies
are
important
because they address pertinent issues, such as what constitutes acceptable behaviour by
employees
. Utilizing both
policies and procedures
during decision-making ensures that employers are consistent in
their
decisions.
The key to having your
policies and procedures work
well is making sure they are effectively
SIMRANDEEP KAUR AVE-01995 DHM20-05 communicated. Because the
workplace
is constantly changing,
policies and procedures
change also.
Communicating
your
policies and procedures
on a regular basis ensures that your employees are informed and on board.
6.
Complaint and dispute management
The
Complaint Management Process
has been developed to provide a single system through
which
complaints
about service and administrative action can be dealt with where possible internally, and to comply with the requirements for a general
complaints procedure
.
Keep your letter to the point. You need to give enough detail for your employer to be
able to investigate your complaint properly.
Keep to the facts.
Never use abusive or offensive language.
Explain how you felt about the behaviour you are complaining about but don't use emotive language.
Management report
1.
If necessary making adjustments where required
Previously referred to as a '
reasonable adjustment
', a
workplace adjustment
is a change to a
work
process, practice, procedure or environment that enables an employee with disability to perform their job in a way that minimises the impact of their disability. a
workplace adjustment
is a change to a
work
process, practice, procedure or environment that enables an employee with disability to perform their job in a way that minimises the impact of their disability.
Adjustments
may be agreed on a temporary or
permanent
basis. Ultimately it is for the manager to determine whether a recommended
adjustment
is '
reasonable
'. In more complex cases, the manager should contact the HR Business Manager or their team for advice.
2.
Assessing the effectiveness of customer service practice.
customer service
metrics and analyzing qualitative feedback from
customers
in surveys, you can measure
customer service effectiveness
. This will allow you to identify what's working well (so you can replicate it) and pinpoint areas where you can improve.
Monitoring Calls. Record your customer service calls and listen to them periodically.
Customer Surveys. A simple survey can ask questions about customer perceptions.
Count Customer Complaints.
Speed of Resolution.
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SIMRANDEEP KAUR AVE-01995 DHM20-05 3.
Identifying how you intend to communicate any new practices to staff.
Communication
is
good
when people know what they're doing and why it's important. “
Good communication
is frequent, focused, tailored and has some mechanism to make it a dialogue, rather than a monologue,” he explains. Being able to think about the point of view
of others is key.
Open door policy. When everyone is shut behind closed doors, it creates an atmosphere of secrecy.
Encourage two-way feedback.
Clarity of roles and responsibilities.
Build the team spirit.
Use time wisely - Monday morning coffee time.
Training.
Use appropriate forms of communication.
Online tools instead of meetings.
4.
Review policies and procedures, if required
Policy
review
ensures that your
policies
are consistent and effective.
Reviewing policies and procedures
is especially important for high-risk or highly regulated industries such as healthcare, public safety, banking, and Policies and procedures are living documents that should grow and adapt with a company. While the core elements of policy may stay the same, the details should change with the industry and the organization.
Assessment task 2
1.
Develop quality customer service practices by:
Obtain information on customer needs, expectations and satisfaction levels using both formal and informal research.
To
identify needs
, you must both listen and ask the right questions. After
identifying needs
, always check for additional or related
needs
. Use your knowledge and experience
to
identify
and present the right products, services, and solutions to meet your
customers
'
needs
.
Your kitchen is the nerve centre of your Café. If the Chef or any of your staff aren’t feeling it, the negative mojo trickles down to other back-of-house staff, who spend time and energy trying to ease the atmosphere. This has a knock-on effect on your waiting staff who must manage the rising temperature in the kitchen while meeting customer expectations. And because most Café kitchens are in some way visible to the dining area, the mood of the kitchen quickly affects the mood of the entire Café.
SIMRANDEEP KAUR AVE-01995 DHM20-05
Providing opportunities for customers and staff to give feedback on products and services.
Customer feedback
shows you value their opinions. By asking your clients for
feedback
you communicate that their opinion is
important
to you. You involve them in shaping your business so they feel more attached to your company. Listening to their voice helps you create stronger relations with them. Employees to
improve
their job
performance
by enhancing ability, encouraging effort, and acknowledging results. If included in a managerial strategy and given consistently, effective
feedback can
reduce employee mistakes, enhance
performance
and
increase efficiency
within the workplace
.
Review changes in internal and external environments and
integrate findings into planning for quality service
.
All businesses have an internal and external environment. The internal environment is
very much associated with the human resource of the business or organisation, and the
manner in which people undertake work in accordance with the mission of the
organisation. To some extent, the internal environment is controllable and changeable
through planning and management processes.
The external environment, on the other hand is not controllable. The managers of a
business have no control over business competitors, or changes to law, or general
economic conditions. However the managers of a business or organisation do have some
measure of control as to how the business reacts to changes in its external environment.
Provide opportunities for staff to participate in the development of customer
service practices.
Always Give Clear, Specific Instructions Regarding Expectations & Standards.
Explain you’re Reasons and Why you Think the Way you Do.
Know When to Put Your Foot Down.
Always have a pre-service.
If the Shift is Going to be Ugly, Warn the Staff Early!
Develop policies and procedures for quality service provision.
A
customer service
policy is a reflection of the company's understanding of what
customers
want – attention, trustworthiness, best in class, promptness, responsiveness and other such traits. It is statement of commitment that tells
customers
that the company would do everything possible to ensure their happiness. In
an effective manner, communicate the developed policies, procedures and expectations to staff.
SIMRANDEEP KAUR AVE-01995 DHM20-05
Make the policies readily available to all customers and staff.
Monitor the delivered customer service in the workplace to ensure that the expected standards are met.
Initiate training for staff to enhance workplace customer service delivery
Take responsibility for service outcomes and dispute resolution.
Conduct all work acting as a positive role model for the professional standards that are
expected of service industry personnel. Complete the following steps to monitor and adjust customer service practices as required:
Seek ongoing feedback from both staff and customers to improve.
2. Manage delivery of quality service by:
Communicating policies, procedures and expectations to staff.
Inform employees up-front. Ask for feedback. Introduce final product. Ask employees to review employee handbook or policy manual.
Provide training where required. Request employee sign-off.
Making policies readily available to customers and staff.
Two key elements of success for
policies and procedures
that
support
a
diverse
workforce are consistent application and manager accountability. Ensure the
policies
you
implement
are consistently and equitably applied within your workplace.
I respect my employees.
All employees firmly understand our product/service.
All employees possess the right tools and skills to perform their jobs well.
All employees are encouraged to resolve customer issues.
All employees feel that customer satisfaction is part of their job
.
Monitoring customer service in the workplace to ensure standards are met.
Probably one of the best ways to gauge the performance of the
customer service
team is to ask the
customers
how they feel about the
service
experience. Surveys and questionnaires
provide
an unbiased picture of how
satisfied
or unsatisfied
customers
feel about the
services
since they are anonymous.
Monitoring
is the regular observation and recording of activities taking place in a project or programme. It is a process of routinely
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SIMRANDEEP KAUR AVE-01995 DHM20-05 gathering information on all aspects of the project. To
monitor
is to check on how project activities are progressing. It is observation; ─ systematic and purposeful observation.
Initiating staff training to enhance customer service.
1.
Define Quality Customer Service. Before you begin training your staff, they need to know what good customer service even is. 2.
Educate Your Staff On Good Customer Service. 3.
The Skills You Need To Teach Your Staff. 4.
Implement Regular Training. 5.
Put Staff In Scenarios. 6.
Evaluate Customer Service Regularly
.
Taking responsibility for service outcomes and dispute resolution.
A dispute resolution clause sets out the
process
by which the parties intend to resolve any disputes which may arise out of their contract.
Best
practice
dispute resolution
outcomes should be: quick - the issues should be resolved quickly rather than allowing them to escalate through inaction. Fair - all relevant parties should be consulted so that all sides of the story are taken into account.
Acting as a positive role model for professional standards expected of service industry personnel.
Here are some strategies
you can
use to become a
positive role model
: maintain
your
composure under pressure. Be diplomatic, straight forward, sensitive and respectful. set clear values. The SCP
Professional Service Standard
defines 14 major criteria of
service
quality
standards
required to operate a successful
professional service
operation. The outcome is a framework representing over 100 major
service
factors used to determine the overall effectiveness of
professional service
operations.
3. MONITOR ANS ADJUST CUSTOMER SERVICE BY:
o
Seeking ongoing feedback from staff and customers to improve performance.
SIMRANDEEP KAUR AVE-01995 DHM20-05 Collecting
customer feedback
shows you value their opinions. By asking your clients for
feedback
you communicate that their opinion is important to you. You involve them in shaping your business so they feel more attached to your company.
Customer Feedback
1.
Provide Proactive Live Chat Support. 2.
Get Feedback on Live Chat Session. 3.
Provide Dedicated Customer Feedback Forms on Your Site. 4.
Measure Your Customer Service Performance. 5.
Call you’re Customers Regularly. 6.
Use Email Surveys For New Customers. 7.
Monitor Social Channels.
Assessing the effectiveness of customer service practices. 6 Proven Methods for Customer Service
Customer Satisfaction Surveys. The customer satisfaction survey is the standard approach for collecting data on customer happiness.
Customer Satisfaction Score (CSAT)
Net Promoter Score (NPS)
Customer Effort Score (CES)
Social Media Monitoring.
Things Gone Wrong.
o
Identifying systemic customer service problems and adjust policies and procedures to improve service quality.
A basic
policy
may simply state the company's details; the
customer service
phone number, fax and email contact points, opening hours and delivery times. Customer service policies
to the specific needs of your
customers
. Set up a system to record
customer
complaints, issues,
and comments so you can better understand what they expect from your business, or what problems keep arising that you can improve upon and avoid in the future
.
Developing documenting and communicating new approaches to customer service to staff involved in service
delivery.
Communicating
with
customers
through phone calls, emails, social media, or an instant chat
feature. Talking on
the
phone might be
the
most old-fashioned
communication
channel, but
consumers
like knowing they are talking to
a
real person.
Employees
play a
SIMRANDEEP KAUR AVE-01995 DHM20-05 pivotal
role
in building an atmosphere of trust, confidence, and loyalty among your customers. Every member of the team has an opportunity to contribute to creating a compelling customer experience, or one that fails to
deliver
on your brand promise.
Question /Answer
Ans 1. The key to good
customer service
is building good relationships with your
customers
. Thanking the
customer
and promoting a positive, helpful and friendly environment will ensure they leave with a great impression. take the time to find out
customers
' expectations.
Ans 2. The SCP Professional Service standard represents the broad scope of business practices necessary to deliver the highest quality professional services. Companies that execute well in all of these areas will ensure they are maximizing their capabilities and have optimized business processes to drive higher levels of operational performance, customer satisfaction and loyalty. The SCP Professional Service Standard provides clear guidelines that enable organizations to:
Increase customer satisfaction and loyalty by improving operational effectiveness and
staff productivity
Implement a continuous improvement program to achieve and maintain world-class levels of performance
Benchmark operations against best in class professional service organizations and best practices to further enhance performance
ANS 3.
Customer service employees have to have some specific characteristics – both personality traits and skills. Characteristics of customer service employees who are great at their job:
Emotional Intelligence.
Humility.
Being tech-savvy.
Patience.
Good listening.
The capacity and willingness to learn.
Attentiveness.
Multitasking
.
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SIMRANDEEP KAUR AVE-01995 DHM20-05 ANS 4.
Industry News. One of the first steps in identifying trends is to know your industry intimately.
Identify key influencers. Do you have any key influencers in your industry
Get in the mind of your customer
. ANS 5.
The economy, politics, competitors, customers, and even the weather are all uncontrollable
factors
that can
influence an organization's
performance. This is in comparison to
internal factors
such as staff, company culture, processes, and finances, which all seem within your grasp. The
internal business environment
comprises of
factors
within the
company
which impact the success and approach of operations. Unlike the
external environment
, the
company
has control over these
factors
. It is important to recognize potential opportunities and threats outside
company
operations.
ANS 6. Three key customer research methods
The following are some of the main
Customer research methods
. Mystery shopping
Sales staff behaviour and attitudes.
Customer service approaches.
sales techniques and strategies
ANS 7. Though there are many steps in the implementation of a Quality Assurance System, the following seven steps are essential
Identify Organizational Goals.
Identify Critical Success Factors.
Identify Internal and External Customers.
Customer Feedback.
Implement Continuous Improvements.
ANS 8.
SIMRANDEEP KAUR AVE-01995 DHM20-05 Customer service
metrics and analysing qualitative feedback from
customers
in surveys, you can measure
customer service effectiveness
. This will allow you to identify what's working well (so you can replicate it) and pinpoint areas where you can improve.
Listen to your customers by monitoring interactions. ...
Capture all of your customer feedback channels. ...
Ask your customer what they think. ...
Use quality monitoring to help agents improve skills. ...
Do not view agent development as a one-off activity.
ANS 9. The 5 Best Ways to Get Feedback from Your Customers
Surveys.
Feedback boxes.
Reach out directly.
User activity.
Usability Tests.
ANS 10
1. Accommodation Ratings Systems-The Star Ratings Scheme covers a wide range of accommodation and consists of ratings from one to five stars in Australia and New Zealand
2.
Restaurant Ratings-
With restaurants, various ratings standards apply. Overseas, Michelin and Gault&Millauratings are popular. They assign from 1-3 stars or 1-5 hats depending on the level of service and food.
3.
Tourism Certification-
used in many industries to improve standards by encouraging best industry
practices. A good example of a quality assurance system implemented within the Tourism industry is nationally recognised certification program.
ANS 11
When employees follow
procedures
, they perform tasks correctly and provide consistent
customer service
. This enhances the quality of your organization's products and
services
. And, in turn, improves your company's reputation. Employees
can
know they
are
fulfilling their roles and take pride in their work. A
customer service
policy is a written code of conduct for employees to utilize for serving
customers
. It could include how to respond to questions or deal with disgruntled
customers
who want refunds
.
SIMRANDEEP KAUR AVE-01995 DHM20-05 ANS 12
Ensure fair, competitive and responsible markets that work well for
consumers
and promote
ethical business practices. To promote and
protect
the economic interests of
consumers
. Australians by promoting fair trading and competition and through the provision of
consumer
protections. Broadly, it covers: product safety and labelling. Unfair market practices. Defined as the interactions and assistance between a
business
and the
customers
who purchase its products or services,
customer service
plays a key role in a
business's
success. While all
businesses
can benefit from positive
customer service
, it's particularly important for
hospitality businesses
.
Customer service
is an action.
Hospitality
, however, is a matter of the heart.
Customer service
takes
care
of business and provides a good
service
.
Hospitality
is when you give selflessly to make an experience happen for your guests.
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