TASK 2 – BSBCUS501 Develop a customer service plan

Violeta Hoyos López

1. Submit a customer service report

Write a brief report (no more than 1 page) to the board of Innovative Widgets to:
a. summarize customer service team performance
b. identify possible causes of customer service shortfalls
c. identify options to address the problem/s.

At Innovative Widgets customer service staff work together to deliver the best customer experience.
Their success is linked to how quickly and effectively they attend to our customers’ needs. As a
customer service manager, I am responsible for monitoring and maintaining the high quality service
we want to provide.

Evidently, there has been an increase in the number of calls we are receiving if we compare the number
of calls from the previous year as it is showed, and this increase brings more work for our customer
service staff, dealing with more customer and giving them the best service. But this increase also brings
issues for our team, and this is evidenced in the complaints we have received from our customers, all
of this due to the stress of work because of the increase in responsibilities of employees.

The possible causes of the deficiency in customer service may be the lack of knowledge and ownership
of policies, this in conjunction with the increase in the number of calls received by the customer service
team, adding the lack of passion on the part of employees and the absence of the supervisor and the
addition of two new employees.

One of the options to address customer service shortfalls is to provide high-quality training and
development – continually reinforcing the importance of service excellence, particularly with the goal
of changing mindsets and attitudes towards customers; focusing on the policies the company has as
well as encourage all the team members to be passionate about their job.

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2. Submit an email to resolve a customer complaint

Dear Customer Sir/ Madam,

My Name is Violeta Hoyos, I work as the Customer Service Manager at Innovate Widgets, as I have
realized you have had complaints about the orders you have received from Innovative Widgets that I
am summarizing next:

 Currently, you have experienced a delay in the order you did last Friday
 There was a mistake in the order you received from Innovative Widgets few weeks ago
(Receiving 6mm widgets instead of 7mm)

Please accept our sincerest apology for the inconvenience we have caused you and Yore Mine Co. We
acknowledge our mistake with the much delayed delivery and also on the product specifications. We
also apologise for our staff member, Mary, who was in contact with you. She had a misunderstanding
on your order date, however, we don’t approve her behaviour and she is now under training. For
Innovative Widget every single customer is important and we always want to provide the best for
them. We are really sorry for what you have experienced and the problems it may occurred for your
company.

We have every desire to address your needs and provide the best solution available to resolve your
issue as soon as possible. I was personally looking after your order and we have already sent the
widgets on the specifications requested. We also will collect the previous delivery, as they were in a
wrong size.

Your order will definitely arrive today, between 2pm and 4pm.

We are engaged to provide high quality products and service, in order to fix what happened this is
what we will do,

1. Innovative Widgets is going to make sure you will receive your order by tomorrow.

2. Considering the mistake we made, we will send you the widgets you order at no extra cost within
the next three days, and also we will refund 10% of the value.

3. We want to continue negotiating with your company so we will give you 10% off for your next order
with us.

Innovative Widgets will be in contact with you in the coming days to make our best attempt in regaining
your confidence in our company. In addition, we have the compromise to prevent this problem from

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occurring again in the future. Is part of our mission as a company to deliver consistently high-quality
customer service.

We will e-mail you tomorrow to make sure you received your order.

If there is another thing we can help you out, do not hesitate to contact Innovative Widgets.

Your sincerely,

Violeta Hoyos,
Customer Service Manager
Innovative Widgets.

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3. Participate in a coaching role-play observed by the assessor

Prepare to participate in a role-play with (your assessor) to address her performance issues. You need
to prepare to:

COACHING NOTES:

After the coaching session it was possible to identify the lack of knowledge that the employee had
about the company policies, but it was also possible to observe the stress that exists due to the
increase in the number of calls that are transmitted in greater responsibility.

After the session, it was agreed to focus on the company's policies and procedures, leaving aside
phone calls, which will allow stress to decrease and there may be greater concentration and
willingness of the employee to relocate to the workplace, which will bring an improvement in our
customer service to provide what we want, always the best quality.

3.1. Role Play

Manager name Violeta Hoyos Employee name Mary

Time 10 am Date 18/11/2016

Location University of Sydney

Current performance
 On handling problems with customers (right behaviour);
issues  To proceed on basic tasks such as track orders and reorder products;
 Delivering a poor customer service, not following policies and
procedures, not helping customers.

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  If she is aware or have any doubts with Innovative Widgets’ policies
Questions asked to
and procedures;
understand and clarify
 If she knows the company’s expectations with her and if she
Mary’s perspective understands her role in the position;
 What points she has been struggling with.

To handle customer complaints ensuring that are followed the

Describe the policy organisation requirements. It is important to emphasize the importance
and procedures for of being very polite and attentive to the customer complaint, making
handling customer sure that all details are gathered. Never leave the customer without an
complaints answer for his complaint, whatever is not covered on policies and
procedures must be directed to the manager of the department.

Dealing with small customers:

 Customer staff service can deal with them;

 Email, calls;
Outline techniques for  Ask for feedback.
dealing with different
types of customers Dealing with significant customers such as Yore Mine Co:
according to their
needs  Invite them for a coffee;
 Have a more personal relationship;
 Promote events and invite them as VIP;
 The Manager or the Company’s CEO call them sometimes to
have a feedback;
 Send samples for innovations.
 Listen;
 Apologize;
 Take them seriously;
Explain techniques for  Stay calm;
 Identify and anticipate needs;
solving customer
 Suggest solutions;
complaints
 Never say no;
 Be available;
 Get regular feedback.

4. Submit coaching documentation, e.g. coaching plan, notes, etc.

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 To make sure
Have a
that
customer
customers
Identify mindset;
To bridge the Determine are satisfy
coaching/training how to stay
Purpose gap on our organisational and
needs of team cool under
customer needs employees
member pressure;
service plan know the
policies and
policies and
procedures
procedures

5. Plan coaching/training session

How do we
Topic to be Trailing Resource
test Outcome/Competency
taught Method Required
participants

At the end of this sessions

Policies and employees will be aware of the
Online,
Policies and procedures, policies and procedures, where
Directed Online tests
procedures online to find them, the contents and
Study
questionnaire how to proceed if information
cannot be found on them.

An external At the end of these sessions

Anger Customer coach, room, employees will have the
Coach,
management feedbacks, tables, techniques to keep calm under
lecture
skills role play computers, pressure treating customers well
chairs, screen following company’s procedures.

An external
At the end of this sessions
Conflict Customer coach, room,
Coach, employees will be able to solve
resolution feedbacks, tables,
lecture customers’ problems, delivering
skills reports computers,
a high quality customer service.
chairs, screen

Ate the end of this sessions

employees will be able to give
Being Mentoring Online tests, answers to customers being
Mentor
assertive program role play more assertive, confident,
helping the customers, being
more responsible for they role.