Assessment 2. Case study.

Question 1:
Based on the analysis of feedback results, you have identified the following facts:

 No complaints were received about the quality of products and services?

 Some of the sales representatives did not explain the warranty terms and
period?

a. Select all relevant metrics to assess the performance of the customer

service team?

Metrics Yes/ No
Customer satisfaction ratio Yes
Customer retention rate Yes
Net promoter score Yes
First response time No
Sales per employee No
Average resolution time Yes
Number of upsells and add-on sells Yes
Number of complaints lodged Yes
Number of compliments received Yes
Number sales cancellation No
Net profit ratio Yes

b. Explain why monitoring your selected metrics in the table above is

important to keep the quality and delivery standards?

In order to deliver a good customer service we need to determine if the

customer specification and their expectation has been successfully
determined, per customer return ratio calculated, how much customer
review and compliments received specific time frame and how many of
them followed up in order to fulfill requirements.

Average resolution time is also important to take un count as how long customers
waited in specific needs and expectations.

To have such a quality and quantity metrics for the organization determines that if the
expected quality and service are fulfilled and what needs to be done in order to meet
customer needs and expectations.

Question 2:
One of the sales representatives, Sam, has recently received many complaints
about the customer service? Due to this fact, many sales/orders were cancelled?
Based on the feedback/complaints from the customers, you have identified the
following issues:

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  He started serving the second customer while he was still serving the first
customer?

He told the first customer that he would come back quickly, but the first
customer is our regular business customer. It is not professional to serve
another customer before completing the service to the first customer?

 He offered different discount rates to one of the referral customers?

 He often missed explaining the warranty terms and conditions to the
customers?
 He sometimes offered more than a 10% discount on the tagged price to
make loyal customers and repeated businesses
 He sometimes refuses calls from his customers about after-sales service?

1. A. Based on the summary of customer complaints shown above, identify

all the possible issues about Sam’s performance?

As a whole team, each team members performances are different and

some of them have got poor performances while some of them gives
outsanding customer service.

For the Sam`s case he could possibly have a good willing to work, increase
sales and not want to upset customers while trying to do his best serving
each of everyone. However in organization there should be target KPI and
all team members capacity of work is equally divided in order to not to
lose customer and performance also avoiding over load of work.

-Sam was not able to meet duties and responsibilities to fulfill his standard
of role while serving first customer and going to another one without
fulfilling the one

- Not to follow organizational requirements and offers and giving different

discounts and solution which may upset another customer and affect to
other team members while serving loyal customers.

- its organizational requirement and rule to tell the customer about

warranty and services as it will be a big issue if the customer is not accept
the terms and conditions of the service or product.

2. B. Undertake your own online research about Anti-discrimination Law and

Australian Consumer Law and explain why Sam’s behaviour was
inappropriate?

In Australia, it is unlawful to discriminate on the basis of a number of

protected attributes including age, disability, race, sex, intersex status, gender
identity and sexual orientation in certain areas of public life, including
education and employment.

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 In Sam`s case he used his employment status as a discriminate other customers and
not to give loyal service while giving different offer and discounts. It makes
customers get discriminated while getting different offer and service.

c. Recommend at least three ways to support Sam to overcome his poor

performance?

- check if Sam is working under pressure and can not handle work over load. Make
sure everyone is equally treated and routine set up.

-check if Sam has got any private issues, tired of work routine.

- check if Sam is suffering from workplace bullying, low morale or low job
satisfaction.

d. Recommend at least three ways for Sam to manage the customer

complaints according to the organisational policies and procedures?

According to the organizational policies and procedures the recommended

ways to manage complaints are:

- To use compliant data to identify customer service problems and

trends which means key customer complaints are about not enough
service officer and waiting longer while someone is served

- To improve service delivery in identified areas which means staff

may need training, and induction in order to perform better

- Clear delegation and procedure for staff to deal with complaints and
provide remedies

Question 3:
You consider establishing strategies to maintain the quality of customer service
and ensure that your business can meet the targeted sales. Select at least three
metrics in the following list and complete the following table to explain why the
selected metrics must be used to improve the quality of customer service?

 Customer satisfaction ratio

 Customer retention rate
 Net Promoter score
 Number of upsells and add-on sells
 Number of sales cancellations
 Sales per employee
 Inventory turnover ratio
 Changes in sales volume over a period

1st selected metric: customer satisfaction ratio

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 Reasons:

Differentiate brand, organization service and product from other Make customer
service more personal to fulfill their achievement. Happy customer is a loyal
customer and to see their satisfaction ratio and how many positive responses to get
from them determines how your service and business going.

 2nd selected metrics: Changes in sales volume over a period

Reasons: sales volume is an essential indicator of business health. It allows the

company to track the performance of marketing campaigns, evaluate the efforts of
sales team and choose the best places and times, events and special frames of the
sales during specific time or location.

 3rd selected metrics: Net Promoter score

Reasons: net promoter score helps business to identify their quality of the customer
service and see how other computer repair and service companies are doing their
business. Net promoter score will help us how to improve the addressed area,
improve and work on specific problem and solve specific issues as well.
Monitoring and reviewing a certain customer service helps us to grow revenue
through referrals and upsells.

1. Question 4:
1. A. Recommend at least five ways to collect customer feedback.

-net promoter score surveys

- long term surveys such as using survey platforms

- phone calls, links or contest campaings

2. B. Explain how customer feedback can be reflected on products and

services.

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 Customers are the only genuine way to determine how was the specific service or
product, what to improve and what is the best way to deal with if there is any issue.
Through customer feedback its easy to see what to improve, and what are their
expectations and their needs, also how to train staff in order to improve satisfaction
and their performances.

Question 5:
The current delivery system takes approximately 3 business days. A few
customers complained about the current delivery system. Currently, the industry
benchmark for delivery is 2 working days. Therefore, you consider outsourcing all
delivery work. If you outsource the delivery system, you can reduce the current
delivery time to 1.5 days.

You are required to identify the benefits and drawbacks of outsourcing delivery
systems and provide your decision on whether you need to adopt outsourcing.

Benefits of outsourcing Saves more time, no need to hire more employees to

delivery system sort, pack or send packages. Deliver with professional
service. Improve work overload for staff and staff can
focus on customer service performance and so on

Drawbacks of outsourcing May lose of control over delivery. Confidentiality and

delivery system security may be in risk as third party will be involved.
Lack of flexibility which means the courier company
or delivery company could change or set prices over
time and may change their conditions.

Your decision: While there are still enough staff hired in the business
and still expanding to greater size its best to stay with
normal delivery system but to improve the delivery
and shorten the expected time we may need to
research other delivery company which can provide
fast and tracked deliveries or increase the costs of
delivery in certain rate to fit in customer needs.

Question 6:
Explain the benefits of records management and Total Quality Management in
customer service?

The benefits of record management is to control and generate of records, only

retain copy of certain documents online and reduce paper documentation,
reduce storage needs. Saves times, safe way to sort and store, minimize
liabilities, costs and maximize work efficiency.

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 Total quality management benefits should be vary and differentiates regarding
business regulated, such as higher productivity and profitability and increases
customer loyalty and retention as well. Enhanced stakeholder and shareholder
values. Total quality management helps employees understand their target
customers before making any changes in the processes and systems to deliver
better quality products or services for customer satisfaction.

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