Ishant Dhadwal

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Task 1
Question :1
Purpose of the study and Organizational Background
The main motive of the study is customer service which is a challenging task these
days. You need to fully satisfy your customer which helps in growth of your
business. Basically, Customer service is the act of taking care of the customer's
needs by providing and delivering professional, helpful, high quality service and
assistance before, during, and after the customer's requirements are met. Customer
service is meeting the needs and desires of any customer. Throughout the day , we
meet different types of customers and to meet their requirements is the main
motive of our organization. The key elements of a customer service are
responsiveness, reliability, empathy , assurance and tangibility. If all the key
elements are met that means your organization is meeting the customer
expectations.
Saying 'hello,' 'good afternoon,' 'sir', and 'thank you very much' are a part of good
customer service. For any business, using good manners is appropriate whether the
customer makes a purchase or not. Dealing customers with politeness is most
promising feature of our organization which makes it number one in car cleaning
services in New Zealand. For the case study I have selected THE CLEAN car
washing services where I am working as part time employee.

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Company Summary
The Clean Car is specialized in car wash service which is owned by Mr.David is a
group of companies in New Zealand with its cleaning centres located at Mankau,
Hamilton, Handerson, New market and Westfield Mall.. They provide high quality
service and customer friendly environment to clean the vehicles. The wide variety
of product and services makes it the number one car cleaning company in New
Zealand which includes automated machines, Valet, Vending, Vacuum machines,
Self servicing and dog washing also. All the technology used in these machines are
based on latest German technology. The highly trained professionals are employed
as valet to clean the cars. The various polishes used are hand wax polishes, carpet
and upholstery shampoo and fragrance guns, leather conditioning, engine
degreasing etc.
The clean car promises customer satisfaction based on the various objectives which
are as follows: Quality:- All the car cleaning centres are located on accessible areas of New
Zealand which provides high quality cleaning approaches as stated. The
latest German technology is used in almost all the machines.

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Value:- The value to us is driven by the customer satisfaction, access to the

centres, simplicity in technology, less time, price and quality of the output.
Fun :- The fun describes the pleasant experience people have at our cleaning
centres. The friendly welcome, self servicing and the technology that we
offer make the experience joyous.
Environment:- The most promising feature of The Clean is that it is
environment friendly as water is not wasted at all as all the waste goes to
water treatment plant. Additionally all the products used are bio- degradable.

Our Mission Statement

The mission of The Clean is to become the recognized leader in vehicle
cleaning services with ongoing commitment to environment .

Products and Services

The Clean Car offers a wide variety of product and services because of which
it is number one car cleaning company in New Zealand. The various services
offered by The Clean car are as follows:
i.

Automatic machine

ii.

Self service

iii.

Valet

iv.

Vacuum Machine

v.

Vending

vi.

Dog Wash
Automatic Machine :- It provides automatic washing which contains
specialized soft brushes made from German Technology. The additional

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advantage of automatic washing is that you need not to come out of the car.
Just sit inside, get your car washed and pay from inside only.
Self Service:- Some of the people like to clean their car at their own and for
such customers, The Clean provides Self servicing bays with high pressure
water wands and bubble brushes. The bays are configured to accommodate
almost all the largest type of vehicles.
Valet:- The clean provides fully professional team of valet to clean the car
for the customers who dont want to clean their car by themselves.
Vacuum Machine:- Vacuum machines are used to clean the interiors of car
like carpets, seats and upholstery with additional shampoo and fragrance
guns.
Vending:- The various accessory vending products available are Armoral
polish Sponges, Blue Shams and Window cleaning clothes which are located
besides the change machines.
Dog wash:- Dog wash service enables to clean your pet with warm water
and shampoo and can dry them out using a blow dryer.

Goals and Objectives are:

Provide high quality cleaning services at reasonable prices.

Satisfaction of the customers.
Outstanding customers service
Profitability
Continue growth
Environment Friendly

Operational Plan:
Provide a clean, safe, comfortable and enjoyable working environment
Job applicants are selected, trained, promoted and treated on the basis of
their relevant skills, talents and performance

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Provide best career opportunities for employees

Pay according to performance.

Develop and Strengthen Customer Relationships and Services

Task 1:Develop, Implement and Review Customer Service Standards
Determining/Identifying Customer Requirements using External and
Internal (Organizational Strategic Direction and Market Stance)
Sources and Processes
To determine or identify the customer requirements we can gather the informal
from external as well as internal sources. With the help of such information we can
improve the shortcomings in our organization. Since, The Clean offers high quality
services, but we need to keep check on customer requirements on the daily basis to
continue with its same rapport. For this we can consult external customers as well
as internal also.
External : Consultation with Customers
Consultation with customer is the most effective way of evaluation that customer is
satisfied with the services or not. Moreover it can also help in knowing what else is
required by the customer which can be further focused on for improvement.
For consultation one should cover up with the following things:i)Effective consultation involves commitment:- consultation requires long term
commitment to the provision of high quality services to the customers for which
they have been promised and assured.
ii)Consultation needs to be planned:- For any consultation, one must pre plan
what kind of services they can actually provide and make consultation accordingly.
Most importantly whom to consult, how to consult, when to consult and what to
consult.
iii)Potential challenges in relation to effective consultation will need to be
identified and managed successfully:- The expectations of those being consult

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should be managed effectively. One should promise only that services which they
can actually fulfill, fake promises will degrade the reputation of an organization.
Customer can give feedback through email, telephonically, verbally(face to face) or
through some social networking websites. Below is the page of official website of
THE CLEAN from where you can write to us
Evidence : Website providing information to customer and link for feedback

Consultation with Key External Informants/Contacts.

Another way to gather information regarding customer services is consultation with
external informants i.e. stakeholders which helps in development of constructive
and productive relationship in long term. With the help of such consultation, we can
do the following:i)

Identify and track needs and expectations.

ii)

Identify and track perception and attitude.

iii)

Evaluate implementation and actions.

iv)

Provide feedback on planned developments.

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The various methods adopted is surveys, focus groups and individual meetings
and public meetings as well which should be followed keeping in mind the four
Ps of consultation i.e. Planning, Process, Presentation and Promise. Below is
the evidence of writing mail to one of the stakeholder for collecting with the
feedback from stakeholder
Ref: Evidence: consultation with stakeholder

Reference: Evidence: Reply from Stakeholder

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Market Research or Other Information Collection Techniques

The Clean follows different methods to collect feedback from customers.
Feedback guides and informs the decision-making and influences your services
roadmap. The different methods for collecting information are as follows:
1. Email/Contact Forms: Email is the one of the best way of gathering candid
customer feedback.
Ref: Customer being mailed for information collection

2. Surveys: Online surveys can be conducted to get customer feedback for

which various tools and applications can be used e.g SurveyMonkey.
3. Usability Test: By this we can provide trial services with customer feedback
and gather information such as what they liked and what else people
expected from The Clean Car washing Services.
4. Exploratory Interviews: Short and concise verbal interviews can be
conducted to get user reviews to evaluate the services
5. Social Listening:- Social networking sites Facebook and Twitter can be used
to gather customer reviews as well to post new offers so that customer is
well informed about that. Below is the evidence which shows facebook page
of The Clean which contains information and reviews of the clean.

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Ref: Facebook Page of the clean showing posts, reviews and photographs

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6. Comment boxes: on this box customers can post their reviews.

7. Feedback forms: Feedback form plays a vital role in collecting information

about customer experience with organization.

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Ref: Feedback form

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Internal
For internal consultation we established a committee consisting of representatives
from almost all the branches in New Zealand. Determining on the role of reference
this committee may focus on following:
i)

Responsibility for facilitating the progress of the project.

ii)

Approving recommendations as per convenience and feasibility

iii)

Facilitating information through expertise or meetings.

For internal consultation, we formed a body consisting of members from each

branch of The Clean in New Zealand to discuss over what are the expectations of
customers and how we can meet them.

Organizational policy on level of service:

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This page clearly publishes all the required information on the web through which
one can see what kind of service THE CLEAN offers, level of commitment, site
types, environmental impact of washing services etc.

Privacy
Refer to the Privacy Policy and Use of Web Site, which form part of these Terms
and Conditions of Use.
Reference to evidence: The Clean Privacy statement
http://www.theclean.co.nz//privacy-statement

Current Service Objectives and Comparison with Competitor

Strategies and Actions
Organizational plan
The Clean group operates at different level of hierarchy. Each level has a specific
role to play which focuses to enhance profit and continue to make expansion. It is
followed by Head office, Master Franchisee and then franchisee as it is difficult for
an organization to operate at an individual level.
New Zealand Head Office:- The Clean New Zealand is responsible for the
development of The Clean Group Operating System, Group communication,
Brand use and evolution, development of technology, and management of
supply relationships.
Master Franchisees:- The Master Franchisees develop the Franchise
opportunities within their Regional Territory, develop new Franchises and
support all Franchisees on an ongoing basis.

Franchisees. Operate their sites and develop all opportunities within their
Territory.

Market Analysis & Summary

Marketing Plan

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Each and every organization has its own marketing plan to ensure high profit to
their organization without any compromise to quality of services. A marketing plan
can thus be defined as comprehensive blueprint upon which overall marketing
effort is based. The Marketing plan should be clear, quantified, focused, realistic
and agreed upon. We at The Clean, offers various gift coupons, conduct
competitions, provide festive offers which attracts customers a lot.

Ref: Staff rewarding customer

Strength
The clean car promises customer satisfaction based on the various objectives which
are as follows:-

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Quality:- All the car cleaning centres are located on accessible areas of New
Zealand which provides high quality cleaning approaches as stated. The
latest German technology is used in almost all the machines.
Value:- The value to us is driven by the customer satisfaction, access to the
centres, simplicity in technology, less time, price and quality of the output.
Fun :- The fun describes the pleasant experience people have at our cleaning
centres. The friendly welcome, self servicing and the technology that we
offer make the experience joyous.
Environment:- The most promising feature of The Clean is that it is
environment friendly as water is not wasted at all as all the waste goes to
water treatment plant. Additionally all the products used are bio- degradable

Market Segmentation
We provide car washing services at different sites so that customer can save his/ her
time and get the services when they are doing some other works e.g. while they are
shopping, watching movie, enjoying coffee or hanging out.
The Clean Car provides wide variety of quality services for which they have
different types of site throughout New Zealand.
Full Service Sites:- A full service site provides complete range of car
cleaning facilities including automatic washing, vacuum cleaning, vending,
self servicing etc which is available 24 x 7 and manned during daylight
hours.
Car Park Site:- A car park facility is available only with valet options
provided at shopping malls and large car park buildings. A time saving factor
is there as people get their vehicles washed when they are spending their
time while shopping. All types of valet options are available in this.
Caf/Valet Site:- This type of option is available near caftaria and can
availed from 8:00 am to 6:00 pm. This is also available with highly

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professional valet who clean up your vehicle when you are spending your
quality time with your kids and family.
Large Vehicle wash:- This option is also a type of full service site which is
based on commercial roads. These sites can cater for trucks (up to B Train
size), buses, campervans, boats and even normal cars.
Partial Site:- These type of sites are located in smaller centres and may or
may not have valet options but is available 24x 7.
Specialty Sites:- This depends on the demand of customer that what more
and new they want to add up in existing centres.

Organization target market

The clean focuses to establish its centres at malls, cafeterias, restaurants so that
people can utilize their precious time in other activities and get their car washed
simultaneously. For this different types of sites are established e.g Caf/ valet Site,
Car Parking site , Specialty site etc. Once weve launched our business theres a
need to focus on targets. There are number of ways to enhance profits of the
business some requires more of your marketing budget than others. Most will
require an investment of time, but once the reputation has been established,
business should continue to grow due to referrals from satisfied customers and we
need to spend less time and money on marketing. Other than that it is divided on
the basis of days which are described as follows

1. Daily commercial folks- as we live in city it is likely that we have a lot

college and office. Every morning there will likely be a huge buzz around these
buildings of students and staff also, many of them will busy and may not be
concerned about car cleanliness, and this is where our business can shine. It may
be a great idea to canvas the area with flyers with discounts and offers or we can
place advertisement on their bulletin board by seeking their manager permission.
This can give a great boost.

2.Weekend crowd- if we are often slow around the holidays ,then we may start
using that to our advantage .during the holidays many families will be hosting
parties and get together with friends . With so much going on a lot of busy families

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will need cleaning services for their vehicles .we can target big need of these
people .make out specific flyers that offers coupons for next service, as it takes a
lot of energy to gain new customers.

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Task 1: Question-2
Develop & Implement Customer Service Standards for The Clean
Communication & Implementation Process to The Clean Staff
The Clean Customer Service Standard
The Clean Focus

Code

Clean

Customer

Service

standard
1. An ongoing commitment to 1.1
quality in every aspect of our
operations including:
1.2
1.3

Every business unit is located on the

best possible site in each city. All sites
are easy to see, easy to access, large,
well lit, and safe.
We will always
technology
and
construction.

use the best

materials
in

We will always use the best car

washing technologies available. Our
emphasis is to use technology rather
than 'muscle' to clean vehicles. This
allows most sites to operate when
unmanned, provide a consistent
experience and allow customers the
ability to clean their vehicles
themselves.

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2. Value for Money

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2.1
2.2

The price the customer pays for the

service
The quality of
customers receive

2.3

the

output

the

2.4

How much time customers have to

spend getting the service

2.5

How easy it is to access the site

2.6

How simple the technology is to use

How helpful the staff are

3.Environmental
Operation

friendly 3.1
3.2
3.3

3.4

We use less water than cleaning on the

side of the road
Our chemicals are biodegradable
All waste goes into the waste water
system for treatment (unlike cleaning
on the side of the road where the
waste goes through the rainwater
system out into the rivers and sea)
All sites are 'future proofed' for water
recycling

Communication & Implementation Process at The Clean

Establishing communication with customer is important to develop cordial
relationship with customer and should be utilized properly.
It is important to stay in touch after first meeting which can be carried out
through email and messages. We at The Clean communicate people through
social networking and messaging as well which keeps them well informed
about our services, discounts, offers and special events.

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Involving customers by asking their feedback helps in improvement and is

important component in building relationship. We have created Facebook
page and Twitter account as well where people can share their reviews as
well so that in case of any complaint we can improve that.
The Clean Head along with managers create a plan that consisted the work
involved, timelines for implementation, human resources and monitoring
mechanisms for delivery and monitoring, and the roles and responsibilities
of each staff member clearly explained in the meetings.
We designed a Questionnaire for effective communication of this
information to our staff. Here with the Management of The Clean ensured
that every staff member including the general manager reads the developed
customer service standards signed & acknowledged .
The signed and dated form placed into the employee's work file and this will
hold the employee accountable for implementing the behaviour required by
The Clean.

The process developed/followed to ensure that all staff had buy in

to the new customer service standards.
The implementation plan indicates how and when customer services will be
applied. It is important to identify that all kind of services i.e. vacuum
cleaning, self servicing bays, automatic wash, dog wash are in working
condition.
Timely checking of all the products should be done. In vending machines all
the products are readily available, dog wash driers should be working,
brushes should have bubble wash etc. each and every small thing should be
kept into consideration so that customer dont get even a chance to
complaint.
Administrative Staff should keep a check on availability of all the products.
Well trained and skilled staff should there for valet services who should have
knowledge about the products he is using in cleaning and washing.
Since The Clean promises to be environment friendly, so another thing that is
kept in consideration that less water is wasted and moreover it should be
recycled properly .

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Most importantly customer should be requested for feedback which will

develop a cordial relationship and will help in improvement as well .

How it is intended to monitor the implementation and use of the

customer service standards.
Selecting the KPIs for assessing the performance of The Clean car is to achieve
improvements in performance to make it more efficient. We can think about:
Staff and employment
Services management
Sales & Marketing Management
Financial Management
These issues are identified to spot potential problems and opportunities. These will
tell the management of The Clean car what is happening in the areas that determine
the business performance of the organization.

Key Performance Indicator

It is a metric to evaluate the effectiveness and quality of the services offered by an
organization. The various KPIs of the cleaning services are as below:-

Sustainability and environmental Impacts:- The clean offers

environmental friendly washing as the products used are bio degradable. The
waste water is collected and sent to water treatment plant.

Service quality:- The wide range of products and services offered by The
Clean makes it number one cleaning company and provides high level of
customer satisfaction.

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Compliance to cleaning standards:- The technology used is latest German

technology and thus is compliant to the cleaning standards.

Benchmarking
It is the process of improving the services and quality of an organization by
comparing it with our organization by checking what different services they are
providing. This helps to improve the efficiency of an organization. It focuses on
making an organization excellent. The best businesses have been making long
comparisons between themselves and others without necessarily labelling the
exercise as benchmarking.

Task 1: Question-3
Provide a detailed statement which covers how you went about
allocating and training staff, including any modification of work
routines, to ensure that effective service delivery was established.
Allocating and Training Staff at The Clean
Step 1 Identification of Customer Need
One should identify customer needs while allocating and training the staff for any
organization. The customer expectation should be recognized and employee should
be trained accordingly .This can be identified using feedback forms, mailers,
through social networking sites etc. At The Clean we seek the advice of customer
very politely and talk to them in person to meet their requirements
Step 2 Evaluate skills of employee

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The evaluation of skills of an employee plays a vital role in providing them

positions in an organization according to their skill set. Some of them can be good
in communication and can be good assistants, some can be good managers, some
can be good valets. So in this step what we need to do is that we must evaluate their
skill set.

Step 3 Training
The training program should be pre-planned and well organized. Providing training
from experts with good knowledge is required. On job training should be provided
as well so that employee becomes aware of real situation. At the Clean we provide
highly skilled training for valet services. Also we impart theoretical knowledge
about the various products. Every employee must have knowledge about all the
services provided there.
Step 4 Revaluation
After training is done, employee should be revaluated for their skill set so that they
are provided the suitable positions. Manager should keep check that customer is
provided the staff according to their requirements. Also Evaluation of staff should
be done twice a year.
The benefits of training can be summed up as:
1. Improves morale of employees- Training helps the employee to get job
security and job satisfaction. The more satisfied the employee is and the
greater is his morale, the more he will contribute to organizational success
and the lesser will be employee absenteeism and turnover.
2. Less supervision- A well trained employee will be well acquainted with the
job and will need less of supervision. Thus, there will be less wastage of
time and efforts.

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3. Fewer accidents- Errors are likely to occur if the employees lack knowledge
and skills required for doing a particular job. The more trained an employee
is, the less are the chances of committing accidents in job and the more
proficient the employee becomes.
4. Chances of promotion- Employees acquire skills and efficiency during
training. They become more eligible for promotion. They become an asset
for the organization.
5. Increased productivity- Training improves efficiency and productivity of
employees. Well trained employees show both quantity and quality
performance. There is less wastage of time, money and resources if
employees are properly trained.

Task 1- Question 4
Provide evidence on how you ensure that customer service standards
are applied consistently across the organization.
The Clean has tracking record for the customer complaints as we note every
complains in the book and follow up with that by fixing and apoligizing with
customer in polite way or by giving them some coupons or vouchers. This
tracking chart is used for online complaints as by email. The other customer
complaints is recorded as given below
Customer name Date

Manager on
shift

Crew on shift

Complaint type

McGraw

09/07/2015

Christen

James

Elina

01/08/2015

Zayed

Ishant

Smith

16/08/2015

Zen

Elzza

Ron

16/08/2015

Zen

Manpreet

Service
problem
Product
unavailable
Customer
Service
Service issues

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Fairy

09/09/2015

Christen

Davis

Accessory not
working

Jamie

20/10/2015

Zayed

James

Product
unavailable

CUSTOMER COMMENT LOG

USING SMARTNESS & POLITENESS WHILE HANDLING COMPLAINTS
Manager On Date
Duty
William
23/11/15

Customer
name
Bianca

Complaint

Solution

No Bubble
wash

Robert

28/11/15

Patrick

James

28/11/15

Roger

Robert

5/12/15

Andy

William

26/12/16

Simon

Dog wash drier

not working
Fragrance
machine was
not working
Self servicing
bay out of
service
Bubble gun
unavailable

Another brush
with bubble wash
provided
Fixed
Car Perfume
given
Valet service
given at less price
Provided

Handling Customer Complaints

1

Be Thankful

Say Sorry

Place yourself in place of customer

You should be thankful to customer

who made complaint as he devoted
his time to help you improving the
quality
Be humble and apologize for
interruption in services
if you are on his place what would
be your reaction for that mistake ,

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Customer is right

Get all facts first

Correct Mistake

Learn from every complaint

Always Respond

Listen to Staff

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and what would be your expectation

Customer is always right is the
golden rule one must follow
Dont get into an argument with
customer or staff as well till you
dont know where the fault was
Whatever complaint is made, focus
to correct it
One should learn from every
mistake so that it is not repeated in
the future.
Be patient enough to listen and
respond
the
customer
with
politeness
Handling customer politely is
justified but on other hand one must
listen to the staff also that what are
the actual facts

Build Customer Relationships

Creating and nurturing a strong relationship with a customer is key to the ongoing
success of a business. The strong relationship is not only required to keep the client
in touch with you, rather he /she should strongly recommends your organization to
others
also.
1. Get to know your customers in person: To know your customer is an ideal
thing with which you can know about their likings, disliking, their expectation
which can further help in improvement of services. At The Clean, we focus to
maintain a cordial relationship with our customer so that he enjoys getting services
from us.
2. Create a database for customer phone numbers and e-mail addresses:
Maintaining the database of customers is an important thing as with this we can
send exciting offers to them.

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3. Use surveys, polls, and questionnaires to learn about customer preferences

and needs: this can help to get customer feedback and make improvements in the
services and also we can evaluate where our organization stands. Suggestion made
by the customers should be taken into consideration. The complaints made by them
should be fixed.
4. Develop a social media presence: Creating facebook page and twitter account
can help to post photos, reviews and offers on the web. Also the customers are
invited to like the page and share their reviews.
5. Hold special events, parties, and contests: Special events like some contest or
parties should be organized to interact with your customers and show them your
loyalty.
6. Encourage customer feedback: Do ask your customer to share their feedback
because their feedback is important to us which can help in improvement. One
must work upon the suggestion till the customer is fully satisfied.
7. Always acknowledge mistakes, problems and delays: Whenever any
complaint is lodged by the customer be ready to accept it and handle it politely.
8. Say thank-you to your customers: You should be thankful to your customer
always who visits your organization for services. If any customers makes
complaints, be thankful to them also who gives time for the feedback.

Task 2:
Monitor & Review Customer Service against Standards
Maintenance of consistence customer service provision across the
organization
At the Clean, every employee has been assigned their task according to their skill
set and are being monitored by the managers so that customers are served without
any inconvenience. Each and every customers is welcomed with warm greetings
and served with politeness. The managers keep a check on daily to daily activities
whether all cleaning services are in working state or not. Inconvenience to

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customer is regretted. Moreover staff is trained very well in their respective field.
Daily performance is checked at the end of day by the manager to see the status of
the organization.

Methods established to monitor and review the quality of customer

transactions against the customer service standards established for
the organization.
Customer perceptions is the best way to evaluate the organization performance and
staff performance as well. A customer can be a better judge to the services
provided at an organization. The aim is to evaluate the usefulness of customer
feedback at The Clean by analyzing the data of customer satisfaction surveys
including causes of dissatisfaction and the actions taken, and analyzing the data of
spontaneous customer feedback, including subject matter of the feedback,
investigations carried out and the actions taken.

Systems, procedures to review customer service standards

Standards of customer service identify and communicate forms a satisfactory
performance for all employees and customers. It provide uniform measures for all
staff and promote consistently strong customer service. Once those are in place, an
organization can develop consistency by clearly communicating what is required
and, based upon those expectations, implement positive behaviors and hold
employees accountable for sub-standard service delivery. It is based upon
following factors:
Customer first
Accept responsibilities.
Reach out and help.
Initiate contact.
Nurture Others.
Give attention to detail.

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Methods established to identify customer service problems, or

constraints, within a timeframe which ensures that the customer
continues to be satisfied with the service offered by the organization.
Customer expectation is the main focus in any organization
Selecting and Preparing Customer Service Staff which includes hiring and
training them.
Empowering Employees to satisfy customers.
Removing Barriers to customer satisfaction.
Involving employees in organizational planning and improvement.
Recognizing and rewarding employee Performance.

Customer complaints procedures, in accordance with customer

service standards, which include:
Expeditious handling,
Informing the customer promptly and politely of outcomes,
including proposed remedial action.
Systems for monitoring and making response to customer complaints can acquire a
range of useful information. An evidence suggests that complaint behavior is not
just a function of the level of dissatisfaction but of several other factors as well,
such as consumer characteristics, consumers thinking of the attributes of
dissatisfaction, expectancy of outcomes, economic costs involved, product type,
service issues etc.

Handling complaints
Accept mistake with humbleness.

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Be thankful to customer who makes complaints atleast he devoted his time

to help you in improvement.
Apologize for your mistake and regret for the inconvenience.
Know all the facts what actually happened.
Be polite to customer and be responsive.
Manager must himself give personal attention to the customer.
Do the possible favour as soon as possible.
Listen to the staff as well and motivate them to work more perfectly.

Reporting the problem

One must ensure that all the information should be published on the website and
social networking as well which will keep their customers well informed about any
latest offers , improvements, new technology launch etc. also the complaint status
should be provided on the website which shows that are working well on their
feedback. All these includes the following :
Talk to customer personally.
Inform their complaint has been fixed.
Status of the complaint should be given.
Be a good listener and respond politely.
Dont be aggressive and push yourself in an argument in any case.
Customer is god and this the best way to deal with them.
In case of any queries and doubts, ask them to clarify the scenario.
At the end summarize them by telling that you clearly understand their
problem and will take into consideration and will improve quickly as well.

Solving the problem

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One must be smart enough to handle the customer problem which can be
done through providing other exciting service to them
Gifting them some voucher or free service next time.
Customer should be happy always is the main motive of an organization.
Inconvenience should be regretted and be humble enough.
Be solution oriented and quick decision maker to find out how the problem
can be sorted out.
Make sure that same mistake is not repeated again .

Following up after the problem

Maintain a record of the complaints being registered.
Check the status of that problem either being fixed or not.
Note it that same mistake is not repeated in the future.
Maintain a record of all problems and complaints registered.
Track these records to help to evaluate the complaints handling systems. It
can help to rectify the problems with particular goods we sell or services we
offer.
Utilize the information as well to fix the problem
What can be the right way of handling each type of complaint?
Do staff members know what our policy is for handling the different types of
complaint?
What kind of training does staff need?
Do staffs need better information about the product?

Checklist
A checklist can be drafted to be used in a wide range of organization and situations
where repairs are carried out:
Track the Latest Status of the problem and treat it as urgent.

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Tell the customer about the why the problem occurred and option steps
to fix it.
Tell the customer of the less time it will take to fix the problem, and
check whether this is acceptable to the customer
Tell the customer of the amount to fix the problem if the customer is not
entitled under law to a free repair. Providing a written quote or estimate
could avoid disputes over the price at a later date.
Get the customers approval before we begin fixing the problem, so there

are no misunderstandings.
Argument with the customer should be avoided.
Take responsibility for investigating and fixing the problem.
Make all reasonable attempts to solve the problem.
Notify the customer if there are any changes to the agreed repairs or
additional work is required.

Feedback forms
The customer feedback is important for improvement of an organization. While
designing customer feedback forms these things should be followed up :1. Leave plenty of white space.
2. Fields should be labeled well
3. No mandatory field should be there.
4. Create rating scales.
5. It should not be lengthy.
6. Make it compatible with mobiles devices.

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Monitoring Social Media

Social media i.e mail, Facebook, Twitter etc should be monitored regularly to track
the feedback and status being posted by the customer. Through media only we can
post pictures, share our current offers, ratings by other people, events
announcements etc. This is one of the best way of interacting with your customer
and responding to their comment will make them feel that their views and opinions
are taken into consideration.

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Benefits of Feedback Process

i)

Referrals: A customer who is very much satisfied with our services

would definitely share his reviews with his friends and colleagues and
would also refer us to them for the services. So it is very important to
keep a customer satisfied in all respect

ii)

Repeat Business: A happy customer will continue to carry business with

our organization and providing them festive offers and gift vouchers
would be a source of attraction

iii)

Loyalty: Being loyal to customer is very important to continue having

business to them. Responding to their feedback with a thankyou note is
important to show the loyalty and value.

iv)

Retention: Interacting directly with customers face to face or through

social media gives them a sense of respect that they are our valuable asset
and we are going to maintain a cordial relation with them.

v)

Customer acquisition: Publishing the feedback and response shows that

their feedback is valuable to us and working upon their suggestion would
be cherry on the cake.

vi)

Competitive advantage: Good customer feedback shows that customers

are liking the services which means that we stand in good position in this
competitive era.

vii)

Reputation: Good services can yield a good reputation to an

organization. For this which must interact with our customer for their
valuable feedback. If it is positive they will definitely share it with their
friends. If they are dissatisfied then must welcome their suggestion to fix
it and then inform them. It also shows loyalty towards the customer.

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viii) Sales opportunities: When a customer is happy with us, we can see a
rise in the sales and services. Somehow customer feedback plays a vital
role in that.
ix)

Morale and motivation: It is a real boost whenever a customer gives us

feedback. It gives us a confidence that we are going right way which will
help in the growth of business.

Communicate the feedback:

We respond to customer feedback, we inform that to everyone ! We will make
everyone notice that people really took their feedback into consideration , and it
continues to ask feedback from people in the future will ensure that. It is often
overlooked that the response is an important step in the process.
We do not show like when it might be important to communicate. We make it as
priority to respond them so that they understand that we work for them only and
provide them better services.

Refine the changes:

We put a continuous effort to make changes whatever have been suggested by the
customers. Their expectation is our prior responsibility and it is our duty to work
upon the given suggestion. Working this way we get a repeated business from the
same customer and referrals as well.

Ensuring Satisfaction:
When employees deliver great experiences for our customers, our company builds
a far stronger network of loyal clients. These customers will spend more money
and remain more loyal, or become repeat customers more often than the average
individual. When loyalty is low, our company will struggle to retain customers, our
churn rates will increase and as a result, our bottom line will suffer.

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In this whitepaper we will gain valuable knowledge on:

How good leaders inspire outstanding customer service
The process and financial benefit to building customer loyalty
Allow our employees some creative control within the guidelines

Task 3:
BUILD CUSTOMER RELATIONSHIPS
Establishment of rapport with the customer.
There is different way to build the customer relationship but there are some
common procedures which are mostly followed at The Clean. Building rapport and
communicating with people-whether its in person or online is not that easy thing.
Much of it is based on observation. Its about creating a bond, link, connection,
and understanding. The goal is to connect with others and get them thinking,
feeling, reacting, and involved. Rapport building is an art and skill in
communication that is used daily in all of our relationships. The following ways
can be adopted through which one can build good rapport with customer
1. Get to know your customers in person: To know your customer is an ideal
thing with which you can know about their likings, disliking, their expectation
which can further help in improvement of services. At The Clean, we focus to
maintain a cordial relationship with our customer so that he enjoys getting services
from us.
2. Create a database for customer phone numbers and e-mail addresses:
Maintaining the database of customers is an important thing as with this we can
send exciting offers to them.
3. Use surveys, polls, and questionnaires to learn about customer preferences
and needs: this can help to get customer feedback and make improvements in the
services and also we can evaluate where our organization stands. Suggestion made

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by the customers should be taken into consideration. The complaints made by them
should be fixed.

4. Understand that you can still have rapport with someone even though you
disagree: If you dont see eye-to-eye, you can be respectful and
appreciate differing opinions. Communication and relationships are based on
compromise. With both in person and online communication, you dont have to
agree. A simple acknowledgement is usually sufficientand appreciated.

5. Stay upbeat; No one likes to be around a complaining, negative victim. Its

awfully difficult to connect and engage with people who are leaking poison. Be
known for your positive attitude and willingness to help others (yes, even
strangers). Remember, easy-going and approachable.

6. Discover the fine art of small talk: This will help in person and online
especially if you feel shy or nervous. Have a few conversation starters up your
sleeve in case you run into a snag. Focus on similarities, not differences.

7. Notice how others handle information: This is especially important in live

conversations. It may be at a networking breakfast, on Skype, or a u-Stream video.

8. Learn communication modalities: If someone is a visual communicator, they

will say things like, Looks good to me or I get the picture. An auditory person
will say things like, That sounds good to me or Listen to this. Pay attention to
the clues the person drops you (in person or online) and follow their modality. It
will bring a sense of comfort to them and instantly builds rapport.

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9. Pick up on favorite words and phrases: In a sensible way, inmpress them into
your conversation. This will help you bond. It also brings a sense of comfort to the
individual you are speaking with.

10. Watch and listen to people : Pay attention to those you admire who seem to
easily connect and engage with others also. Whether it is in person or online,
observe the conversations, posts, and Tweets. What works for them? How do they
break the ice and bond with others? How do people respond to them?
Rapport is about making a two-way connection. How do you know that has
happened? You experience is a sense of trust and respect with another human
being. That is rapport.

Maintaining and fostering long-term relationships and continuing

business.
It is very important to maintain long lasting and relationship with the customers
who actually provide you good business. Communicating with them openly and
honestly will provide you feedback about your organization and levy on the
improvements being suggested will attracts the customer as well. Customers are the
important part of your organization because their existence yields you money and
profits as well. So treating them well is an important task to do.
At The Clean, we welcome our customers with warm greetings by offering
them flower, candies etc. just a little gesture that makes them feel that they are an
important part of our organization. Moreover we hold some contest and parties
which are the best ways to interact with them and they are rewarded as well. The
following criteria is met to maintain the cordial relationship with the client i.e.
Effective and open communication.
Honest with client and oneself as well.

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Providing them with knowledge about product and services as well.

Project planning
Connecting Network.
Time Management and providing high quality service on time.

Quality assurance:To be the best, At The Clean we have an ongoing commitment to quality in every
aspect of our operations including:
Every business unit is located on the best possible site in each city. All sites
are easy to see, easy to access, large, well lit, and safe.
We will always use the best technology and materials in construction.
We will always use the best car washing technologies available. Our
emphasis is to use technology rather than 'muscle' to clean vehicles. This
allows most sites to operate when unmanned, provide a consistent
experience and allow customers the ability to clean their vehicles
themselves.