Book Report on "Coordinate Implementation of Customer Service Strategies"

Book Report 3 pages (1251 words) Sources: 5

[EXCERPT] . . . .

Coordinate the Implementation of Customer Service Strategies

In this paper, we are going to be looking at how customer service strategies can be improved at ABC Office Supplies. This will be accomplished by focusing on: studying the background of the organization, how new customer service strategies, the way customer needs are identified, examining three customer service strategies that can be enacted, developing a procedure for dealing with complaints, looking at how client feedback will be collected, evaluating customer service in the future and understanding the way the different teams will be involved in the process. Once this takes place, is when we can show how this will help to reverse the negative sales trends for the firm.

Introduction

Over the last several months, the city branch of ABC office supplies has been facing a major decline in sales. This is because there is confusion in the way financial data is collected and stored (which is impacting the quality of services). To fully understand what is happening requires looking at the issues that are impacting this office. This will be accomplished by: studying the background of the organization, how new customer service strategies will be implemented, the way customer needs will be identified, examining three customer service strategies that can be implemented, developing a procedure for dealing with complaints, looking at how client feedback will be collected, evaluating customer service in the future and understanding the way the different teams will be involved in the process. Together, these different elements will provide specific strategies that can address the mains causes of the problem

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s impacting the city branch.

Provide a short background to the organization / work unit

The city branch has an atmosphere that is very laid back. This has allowed various staff members to be able to work part time and it has helped to keep labor costs down. However, a problem has emerged within this lax atmosphere. What is happening is the majority of the sales inside the branch are approximately 65% cash. While the remaining amount is taken care of through invoices that are sent to customers at the end of the month. This lack discipline inside the workplace is setting the stage for lower amounts of productivity and higher levels of waste. The combination of these factors is contributing to the declining sales inside the branch. If some kind of actions is not taken, the odds are high that there could be a major restructuring required to deal with these issues over the long-term.

Explain how you will implement customer service strategies

The best way to enact any kind of customer service strategies is to think preemptively. This means that the entire organization must be able to catch problems while they are small. At the same time, everyone needs to understand what customers are using the product for and how they view the quality. When an organization is utilizing this kind of approach it will make implementing different guidelines more effective. This will help to improve the experience that customers are having. Over the course of time, this will assist the firm in becoming known for their customer service (which will lead to a better image). (Yaskovitz 2010)

Explain how customer service needs will be identified and considered when planning the delivery of services.

The basic strategy that will identify the needs of customers is to use marketing research from various academic journals and industry reports. This will help to recognize any kind of trends inside the marketplace. After this occurs, is when the organization can conduct its own random survey. In this case, there will be a focus on asking customers what can be improved and the kinds of services they are looking for. This will help to identify their needs.… READ MORE

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Quoted Instructions for "Coordinate Implementation of Customer Service Strategies" Assignment:

“

Please make a report format

You have recently won a position as supervisor (Frontline Manager) of a team of seven staff working in the city branch of ABC Office Supplies. In your interview it was explained to you the previous supervisor was eventually dismissed after a period of poor performance and complaints from staff about his/her aggressive behaviour and management style. Sales for the city branch have failed to meet budget targets for nearly 18 months.

While the staff have generally worked well together they are mostly employed on a casual and part-time basis. This suits them as they are either studying at university or have other commitments (e.g. family) so the flexible employment hours suit them. At any one time there should be three staff in the shop plus yourself.

You begin in this position next week, and are aware of the challenges this job will bring. Of key importance there appears to be no information about the customers that do shop at this branch other than those who run accounts (which have been steadily declining). Over sixty-five percent of sales are cash rather than on accounts.

The structure of the organisation is below:

Your regional manager (Manager, Central and South Region) has asked you to prepare a report demonstrating how you will implement cusomter service strategies to get the City Branch working as it once was ***** as one of the best performing branches in the country. Therefore, prepare an appropriately structured and presented report for your regional manager addressing the points below:

If you are unsure about how to write a business report you can get assistance from the library, follow any report templates from your own workplace, or utilise a guide from the internet.

1. Provide a short background to the organisation / work unit.

2. Explain how you will implement customer service strategies:

2.1. Explain how customer service needs will be identified and considered when planning the delivery of services.

2.2. Identify two to three customer service strategies and explain how these will be effectively implemented and managed within the work team.

2.3. Develop a standard procedure for dealing with customer issues / complaints?

2.4. Provide details on how you will gather information and feedback from clients. What information will you seek from clients, how will this be gathered and recorded, and how will it be used to ensure improvement of services?

3. Provide details on how you will evaluate and measure customer service in the future.

4. How will you involved the team in this process?

There is no word limit for this assignment, HOWEVER you must write this as if you were preparing this report for your manager. It should therefore be concise, relevant, address the above points and use appropriate business language.

Referencing

You should also incorporate information from any research you have undertaken during your studies where this is relevant. This can add validity to your report and strengthen any recommendations for improvement.

All sourced information must be appropriately referenced (preferably the Harvard Referencing System).

How to Reference "Coordinate Implementation of Customer Service Strategies" Book Report in a Bibliography

“Coordinate Implementation of Customer Service Strategies.” A1-TermPaper.com, 2012, https://www.a1-termpaper.com/topics/essay/coordinate-implementation-customer/831304. Accessed 5 Oct 2024.

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[1] ”Coordinate Implementation of Customer Service Strategies”, A1-TermPaper.com, 2012. [Online]. Available: https://www.a1-termpaper.com/topics/essay/coordinate-implementation-customer/831304. [Accessed: 5-Oct-2024].

1. Coordinate Implementation of Customer Service Strategies [Internet]. A1-TermPaper.com. 2012 [cited 5 October 2024]. Available from: https://www.a1-termpaper.com/topics/essay/coordinate-implementation-customer/831304

1. Coordinate Implementation of Customer Service Strategies. A1-TermPaper.com. https://www.a1-termpaper.com/topics/essay/coordinate-implementation-customer/831304. Published 2012. Accessed October 5, 2024.

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