Task 1

Report on Customer Service

A. Summarise customer service team performance:

Innovative Widgets (WI) is one of the largest manufacturer of widgets in Australia and it
has been operating successfully for over 60 years. However, in recent times its sale were
beginning to decrease. According to customer feedback, our customer service is very
poor and is just "not what it used to be". Mary is one of the customer service officers who
is responsible to receive telephone inquires and managing complaints. From my
observations, she is not performing her role nicely. Mary has been rude to customers
many times, placing customers on hold and letting the phone ring. Therefore, she
misunderstood customers and argued with them.

B. Identify possible cause of customer service shortfalls:

It can be understood that there are six employees in the customer service staff and from
customer service data it can be understood that most numbers of call received in October
and November when the supervisor of customer service, John was on annual leave. Mary
and Taya both started as a customer service officer and they may not have received proper
training and support. Nitin, who has been constantly working for months, quited in
October is also impacted very negatively in customer support. The volume of call since
January has been increased significantly compared to last year. Most number of call has
been coming at the last quarter of the year when one experienced employee left jobs and
two new employee has joined.

C. Identify options to address the problem/s:

Innovative Widgets are committed to provide best customer service and regain its
position. Firstly, arrange immediate adequate training and coaching session for Mary and
Taya. Secondly, assistant supervisor should have better training in regards to work as a
supervisor when John is on annual leave. Thirdly, improvement on the company policy
and procedures and introduce it to each and every staff is necessary. Finally, it is very
important to hire a new customer service staff because the volume to call is increasing.
 Task 2

Draft an email

The Buying Operation

Yore Mine Co.

Re: We are sorry and owe an apology.

Dear Sir or Madam,

I am writing this email to inform you that I am very sorry and would like to seek an
apology about our unacceptable customer service behaviour.

It is now clear to me that one of my customer service officer has misunderstood and
confronted with you about the order that you made last Friday. Our service department
falsely accused you of being unreasonable about the delivery of your order as we always
do delivery on time. I clearly understand our fault and I owe an apology from our
customer service team, Innovative Widgets.

As a valued and long time business partner, we always maintain a strong relationship. I
would like to make a promise that this type of error will never occur again. We will
definitely review our customer service policy, trained staff, update our record system and
work more closely with supply team. Moreover, I also recommend to the board of
directors to employee a new Performance Manager.

Innovative Widgets always gives priority Yore Mine Co and wants to make our business
friendship more stronger and therefore, I would like to offer a prompt delivery of your
product and I give you assurance that you will receive your product in two days and
everything will be free of cost. I will personally keep eyes on it.

I will follow up with you personally over the phone about this problem and ensuring you
that the quality of the product will be in high standard and correct measurement. I will
make a special note to recheck before sending you the order.

Our company wants to grow our friendship more and I therefore would do anything to
rebuild our business relationship. Can I arrange a business lunch next month and where
we will be discussing about more opportunities and options to grow our business
together.

Yours sincerely,
Utpal Sarker
Customer Service Manager
Innovative Widgets
 Task 3

A coach plan for Mary

Coaching phase Notes/questions/planning

Goal and A. Appropriate behaviour with customer
performance B. Focusing on daily work.
expectations C. Listen carefully about customers complaint
D. Work on time limit
E. Ask for help
F. Reflection on the Performance status

Reality of actual A. Mary has been rude to customers in many occasions

performance B. Unfriendly behaviour
C. She recently developed a habit of letting the phone
ring and then placing customers on hold
D. Arguing with a customer.
E. Lack of knowledge about ordering system
F. Denying her mistakes

Opportunities to A. Outline customer service specifications made in

develop agreement with Yore Mine Co. To deliver 95% of orders on
time and respond to companies in writing or face-to-face.
B. Complaints regarding large orders to be prioritized over
complaints regarding small orders.
C. Arrange a personal meeting with Mary and listening
her any personal issues or problem
D. Training or coaching for Mary.

Willingness to A. Set a target

develop and B. If she meets the target
commitment - she will be awarded
C. If She does not meet the target
- she will be warned and could be sacked.