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Reliability: did the company provide the promised service consistently, accurately, and on a timely
basis?
Assurance:do the knowledge, skills, and credibility the employees inspire trust and confidence?
The cleaning staff are clearly valued but it appears this is verybdifferent for the customer
staff as per the customer feedback
Tangibles: are the physical aspects of the service (offices, equipment, or employees) appealing?
The tangible cleaning experience is appealing but not the customer service
Between cleaner and customers but not customer service staff and customer
Hi Melissa in here I will explain some negative complaints from our customers, these
the complaints that I got
‘I don’t’ think the company matches up to its stated customer service standard. Getting through
to a customer service operator without having to wait is hard. Also booking services isn’t quick.
You usually have to wait a week.’
‘The last time I called Ozhouse Clean I received very average service. I requested an urgent clean
due to unexpected visitors. I was told I would be sent an email to confirm the service, but this did
not happen. I called again and was told the same thing. I just gave up then.’
‘I am very happy with the cleaner. She is efficient and hard working. I only use the service
occasionally so telephone to book a service. This is where I think the company lets itself down as
staff answering the telephone do not seem to be very well informed. For example, I always have
to say who I am and the services I use, whereas it would seem to me that the staff member could
just look at the database.’
Great cleaning service, poor customer service. I booked a service and then received an invoice for
twice the amount quoted. I am still waiting for this to be resolved.’
So I think we need improve all the our customer service to getting better ,we
need Be available. Part of the personal touch is making sure our customers can
reach we. For example if our business is primarily online, meet in person
occasionally with local customers and offer video calls (such as Skype) for those
farther away. Work early and late when needed, especially if our customers are
in different time zones. Even providing customers with our physical address
helps build their trust and reminds them that our company exists off the internet
as well.
Adaptability. Every customer is different, and some may even seem to change
week-to-week. We should be able to handle surprises, sense the customer’s
mood and adapt accordingly. This also includes a willingness to learn– providing
good customer service is a continuous learning process.
Issue/Need Actions Outcomes Resources/budget Timelines
Respond time Training staff to Updated to policy Training all staff 1 week
respon faster
knowledge of Learn who the Learn from Training all staff 1 week
customer customer databese
Confirm by email Must be fast On time confirm Training all staff 5 days
respon email
Double payment Act more Double check for Training all staff 5 days
carefully payment
Service policy :
General Principles
Staff will:
Answer the phone in a timely manner: all telephone calls should be answered on or before the
third ring.
Greet the client with ‘Good morning/afternoon, this is (your name)’
Be warm and friendly
Speak slowly and clearly
Be careful with language: slang or jargon is not to be used
Be positive and helpful: if you don’t know the answer say that you will find out the answer and
get back to the customer via telephone or email with the answer.
Give clear advice to the caller about when the caller can expect a response when calls cannot be
fully responded to immediately. This should be within 1 business day.
Deal with customers calmly, courteously and patiently, even when the callers are angry,
aggressive or distressed. Remain polite and seek help if necessary
Answer unattended telephones in the absence of colleagues whenever practical
Respond to telephone messages within one business day whenever practical
Change voicemail message(s) when absent from the office for any period. For example, an
external all-day meeting, state/territory based public holiday or leave.
All written communication will be clear and concise and adopt a formal tone.
Promotional materials
All promotional materials must be written clearly and simply and appeal to customers. Promotional
materials can include media releases advertisements or web site content or social media content.
Services offered by Ozhouse Clean should be described in full and all price details included. Customers
should be encouraged to contact us for all their enquiries. Our 1800 000 000 number should always be
included on all promotional materials.
Ozhouse Clean is committed to the protection of customer personal information. All dealings with
customers must abide by the Privacy Act 1998 and the Australian Privacy Principles contained in the
Privacy Act 1998 (CTH) except when qualified by any relevant Codes of Practice and will underpin all
matters related to personal information at Ozhouse Clean. Ozhouse Clean also has a Privacy Policy in
accordance with that Act.