Customer Service and Innovative Widgets
BSBCUS501C
Manage quality customer service
Presented to: Darren Creed
Assessment 3
Name: Jacinta Butterworth
Date: 20 March 2015
Procedure:
1. Develop a set of Key Performance Indicators for your Innovative Widgets customer service representatives. KPIs should address all the areas of customer and business requirements identified
2. Develop a plan or procedure for monitoring team members’ performance again KPIs
3. Develop a questionnaire to collect customer feedback related to KPIs and/or designed to uncover identifiable gaps between services provided (including the quality of service) and customer expectations.
4. Must get at least 10 customers to complete the questionnaires to receive performance data and feedback from these customers
5. Analyse performance data and customer feedback to identify any systemic customer service issues and trends and develop possible solutions
6. Prepare a report containing recommendations for organisation wide customer service improvements.
Introduction
The focus point for this report is the use of policies and procedures with in Innovative Widgets to deliver high quality customer service and eg. handling client complaints in a professional manner. To provide the highest quality of customer service this will consists of:
Empathy
Respond to Clients as Soon as Possible
Keep Clients Updated
Go the Extra Mile
Fix your mistakes
Listen to your clients
Keep your promises
Be patient
Put your self in their shoes
The skills list skills listed above may come naturally to some people, how ever many others need to be trained or improve on these skills. In this report you will find;
A set of Key Performance Indicators for Innovative Widgets customer service representative
A plan or procedure for monitoring team members’ performance again KPIs
A questionnaire to collect customer feedback related to KPIs
Analysis of performance data and customer feedback
Recommendations for organisation
Manage quality customer service
Presented to: Darren Creed
Assessment 3
Name: Jacinta Butterworth
Date: 20 March 2015
Procedure:
1. Develop a set of Key Performance Indicators for your Innovative Widgets customer service representatives. KPIs should address all the areas of customer and business requirements identified
2. Develop a plan or procedure for monitoring team members’ performance again KPIs
3. Develop a questionnaire to collect customer feedback related to KPIs and/or designed to uncover identifiable gaps between services provided (including the quality of service) and customer expectations.
4. Must get at least 10 customers to complete the questionnaires to receive performance data and feedback from these customers
5. Analyse performance data and customer feedback to identify any systemic customer service issues and trends and develop possible solutions
6. Prepare a report containing recommendations for organisation wide customer service improvements.
Introduction
The focus point for this report is the use of policies and procedures with in Innovative Widgets to deliver high quality customer service and eg. handling client complaints in a professional manner. To provide the highest quality of customer service this will consists of:
Empathy
Respond to Clients as Soon as Possible
Keep Clients Updated
Go the Extra Mile
Fix your mistakes
Listen to your clients
Keep your promises
Be patient
Put your self in their shoes
The skills list skills listed above may come naturally to some people, how ever many others need to be trained or improve on these skills. In this report you will find;
A set of Key Performance Indicators for Innovative Widgets customer service representative
A plan or procedure for monitoring team members’ performance again KPIs
A questionnaire to collect customer feedback related to KPIs
Analysis of performance data and customer feedback
Recommendations for organisation