Task 2

A Report to the Board of Innovative Widgets

a. Summarize customer service team performance
Customer service team performance is not satisfactory in the last few months. Data shows that
customer complaints are increasing about the customer services as the calls are also increasing. It is
not necessarily due to a single reason; there could be multiple possible reasons like data reflects that

the workload has been increased in last few months i.e. from Sep onwards calls are increasing heavily
for example in Nov it was 12% extra call as compare to last year.
It is also evident that for last two months customer service was relying on only two customer service
officers, although they are experienced but they were unable to handle increasing volume of call.
Although they were trying to manage with two new employees but still they are missing target, and
new team members are unable to perform well as first they are not properly inducted and second
they are not trained or coached before starting work. Previously the team was quite diversified but
now due to sudden resign of one of the experienced employee and unavailability of supervisor due to
annual leaves have made this situation more worse.
Due to lack of training and coaching new employees are unable to perform well and provide
customers with high standard customer services. They are also unable to establish trust between
them and customers and demonstrating rude and unfriendly attitude.

b. Identify possible causes of customer service shortfalls

Customer service shortfalls are not because of any one reason. There are multiple reasons which have
made the situation worse and it has become eminent to revamp the overall situation. below are the
possible causes of customer service shortfalls;
- Supervisor is on annual leaves for 2 months i.e. in Oct and Nov.
- Two persons have just joined in Oct
- One employee had left in Oct
- Number of calls have increased i.e. 12% from last year

c. Identify options to address the problems

There are some possible options to address these problems:
  Induction process and plan
If we will not inform employees how to do their job and what are the standards and rules how can we
expect from them to meet our expectations. Therefore, it is advised that each employee must be fully
trained and educated about the work before start working independently. For this purpose, usually
induction plans and process in organization are established. Firm induction plans can make it easier
for new employee to understand what the expectations are from us and how to fulfil these.
 Back up leader or supervisor
Everyone is allowed and entitled to avail their day off and leaves but there must be a protocol to
manage in the absence of manager or supervisor, and there must be back up leaders trained and
selected who can handle situation in absence of manager or supervisor. This will help to keep the
work going on unaffectedly and satisfy customers without letting them know what is happening at the
other end. It will also provide confidence to staff that they are not left alone rather they have been
provided with necessary guidance and assistance.
 Delegate the workload
By simply distributing workload or delegating some of the responsibilities to persons with less work
can assist in maintain the performance of customer service team. For example, if the new hire would
be inducted properly and calls for general inquiry would be handled by them and complaints would be
managed by experienced officers, the situation might be different.
 Employee retention
HR must focus on establishing strategies to retain employees by providing them reward and
recognition and announcing some competition within team to raise the morale of team and increase
competition among team. Instead of hiring new employees it is always preferred to give importance
to strategies to retain employees.

Write an email to Yore Mine Co. to clear up the misunderstanding and address
their concerns

Dear Sir,

Please accept humble apology of us for not meeting the commitment to provide your product against
an order of 1,000 widgets of 7mm on Friday. We are also very embarrassed and apologize for
delivering the wrong size widgets in last delivery.
Innovative Widgets aims to provide quality products and for sure we are not going to repeat these
mistakes rather we will improve our services to serve you better.

Your complaint has been taken up to the next level and supply chain have been informed and
instructed to increase the supervision of dispatch or delivery and share the status of deliveries with
customers through daily delivery status emails or reports. it will increase the transparency about
deliveries in future.

It is to inform you that delivery of 1000 widgets of 7mm has left the factory and will be there at any
time after 2 o’clock. Please arrange unloading at your end. In future, you will be informed whenever
product will leave our premises.

Your suggestions and feedback is eminent for us to improve, therefore please take out few moments
and fill up our feedback and customer satisfaction form online.

Hoping for maintaining business partnership with you!

Warm regards,

Customer Service Manager

GROW Modle and run a structured coaching session

Analyse Mary’s Goal Reality Options Will

performance by
Educate Mary in Mary is rude with Following are the Encourage and
using GROW
customer service customers, options: motivate Mary to
Modle
policies and demonstrate lack achieve desired
1. Proper
procedures and of knowledge of results by taking
Induction planary
necessary policies and full responsiblities
customer service procedures. 2. Coaching and being
skills. 3. trainings of CS accountable for
policies and completing
proceudres coaching or
trainings.

Coaching plan

Objectives: To provide classroom training and on the job training to the employee to ensure high
quality customer services to the customer.
Time/location: 11 am/ meeting room

Coaching Activities/ elements Resources Accountability/ Timeframe

/Traning of instruction, (Human, physical) Responsibility/
practice etc. person
responsible

Induction Plan 1. In detail explain Relevent policies Supervior Apr 2019

including policies and and procedures
policies of prcedures Training room for
customer 2. discuss issues and induction
service Policies problems related to
and Procedures these policies and
procedures

Interpersonal 1. arrange Multimedia CS Manager Apr 2019

 communication presentation
skills 2. arrange
Knowledge test

Coaching 1. train her by Coach CS Manager On going

sharing his
experience and
knowledge,
2. provide on the job
training to handle
tough customer,
handle situation
when you don’t have
enough informaiton
etc.

Applicable Health and safety legislation

lagislations

Recordkeeping Records of these trainings and coaching sessions must be maintained according
according to the to the record keeping policy of the organizaiton.
company policy
and procedure

Monitoring Performance reviews will be arranged to monitor the performance of Mary.

The policy and procedures for handling customer complaints

Customer complaint policy and procedure are designed to provide step by step guidelines to provide a
systematic procedure to handle customer complaints. It clearly stated that be friendly and nice with
customer and do not act offensive. It can exaggerate the situation where customer would be already
pissed off due to complaint. The policy also stated that for tough customers seek help from manager
instead of being defending or aggressive.

Outline techniques for dealing with different types of customers according to their needs (e.g.
dealing with small customers compared to dealing with significant customers such as Yore Mine
Co.)
Every business has different customers and their needs are also different therefore we can use a same
strategy or technique to serve all. We would have to tailor our techniques according to our
customers. Big business might be interested in quantity and exact sizes while small sole traders are
more concerned for quality.
Some are worried for higher cost while some want confirmed deliveries. This information helps us to
develop promotion plans for individual group of customers.
Building relationship with customers is eminent to serve them better. It is very important to earn their
trust and this is the place where customer service has to show their expertise by establishing rapport
with customers.
Regular customer surveys and interview calls can assist customer service to know what the customers
want and what they don’t like so we can eliminate those which they don’t like and increase their
satisfaction level. It also supports us in deciding techniques for promoting our products to these
specific customers.
Customized promotions according to customers help us to give sense of being valued to customers
too that we are dealing them on individual basis not like general customers.

Explain techniques for solving customer complaints

Here are some tips for solving complaints,

1) Listen to customer fully and do not interrupt
2) Ask questions to gather maximum information
3) If you don’t have information do not beat about bush rather ask customer to wait and find the
information
4) Ensure customer that you are also working toward resolution through your attitude
5) Stay friendly and courteous with customer all the time