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#task2BSB41015 CERTIFICATEIV IN HUMAN RESOURCES

BSBCUS403 IMPLEMENT CUSTOMER SERVICE STANDARDS

RATER model analysis

Reliability: did the company provide the promised service consistently, accurately, and on a timely
basis?

 the company matches up to its stated customer service standard


 Getting through to a customer service operator without having to wait is hard
 booking services isn’t quick
 need to second time to confirm for customer service to get my email of booking service

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

Empathy: is there a good relationship between employees and customers?

Between cleaner and customers but not customer service staff and customer

Responsiveness:does the company provide fast, high-quality service to customers?

Cleaning service is high quality, but customer service is not responsive

Recommendations for improvement

 Strengthen your customer service skills. ...


 Look at every touchpoint. ...
 Improve your customer interactions. ...
 Enhance your customer service strategy. ...
 Make sure your reps are engaged. ...
 Give your customers a way to provide feedback.
 Use authentically positive language, stay cheerful no matter what and never end
a conversation without confirming the customer is satisfied.
 Must be know about customer profile from database
 Follow-up after a problem is solved. Make sure the issue stays fixed and that
your customers were satisfied with the service. Sending an email, or even a
feedback survey is an excellent way to let the customer know you’re still on their
side.
 Cater to your customers. Make sure you are fully meeting your customers’
needs. Consider assigning reps to specific customers so they can build a
relationship. Offer VIP treatment for your best customers to let them know they
are appreciated. What special services might your customers like? Set up focus
groups, interview customers, or run a survey to get ideas.

Meeting with manager ( Melissa Veidreyaki)

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 :

Ozhouse Clean is committed to:

 Politeness: the use of good manners in all interactions


 Responsiveness: meet agreed timeframes and follow up on all queries
 Professionalism: being objective and knowledgeable and demonstrating integrity
 Understanding: customers and their business
 Confidentiality: respecting the confidentiality of customer information

Transparency: processes are clear, consistent, easy to access and documented

General Principles

Staff will:

 demonstrate to the customer always respect, courtesy, patience, attentiveness, consideration


and sensitivity that is appropriate to the age, culture and linguistic background of the individual
or group
 listen to what customers have to say and determine the exact nature of the request
 respond to customer enquiries promptly and efficiently in a timely manner
 act with integrity and honesty when dealing with customers
 if unavailable or away from the office, return email messages promptly upon returning
 If away from the office for two or more days an “out of office” message is to be left on outlook
and the telephone.
 provide the customer with advice and other information that is accurate, clear, concise, reliable
and in plain language
 be sensitive to any language or other communication difficulties experienced by customers
when providing advice and other information
 present a positive image of Ozhouse Clean to the public.

Managing Telephone Enquiries

The following procedure should be followed for telephone enquiries.

 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.

Managing Written Enquiries

All written communication will be clear and concise and adopt a formal tone.

Ozhouse Clean endeavours to acknowledge receipt of written correspondence:

 email within one working day


 mail within three working days
Where Ozhouse Clean is writing to a customer in response to an enquiry or other matter, all written
correspondence must be finalised in the timelines shown above.
The email checklist must be reviewed and used to develop all email correspondence.

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.

Confidentiality and privacy

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.

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