Developing A Customer Service Plan For An Organisation, Customer Satisfaction Survey And Managing Employee Behavior

Task 1: Developing a Customer Service Plan

Organisation description: 

Woolworths is a supermarket that is dealing with fresh food and other necessities for the people in Australia. Woolworths is the largest supermarket in Australia that is operating in more than 900 stores and this helps them in meeting the different demands of the customers all over Australia.  Woolworths is the largest retail company with extensive retail interest throughout Australia.

• Proper delivery system to the customers as this will help them in being more effective
• Providing the quality of goods that are not provided by the competitors
• Wider and larger selection of goods and services wherein the customers can select from such range

Organisation vision: 

To properly run the business safely and meeting the demands of the customers as well

Organisation mission: 

• Innovate the new procedures of introducing new products
• Proper consistency in the delivery of the goods and services
• Maintaining high quality services and offering to the customers as well

Internal customers

• Production
• Human resource department
• Marketing management

External customers

• Technology companies
• Individuals

Customer service Standards/KPI’s:

• To understand the overall satisfaction of the customers
• To retain the customers
• There should be proper improvement in the level of satisfaction

• Customer support procedure as well as policy
• Complaints of the customer policy and procedure
• Recordkeeping procedures
• Information of customers and market research procedures
• Feedback of the customers and policy

The main aim of the policies and procedures is to help the customers with the different inquires and solving enquires regarding different products and services. This will help the company in gaining strong customer base. The record keeping procedures help Woolworths in understanding the customer base and this will help in providing feedback to the customers as well. Woolworths need to properly understand and work on the feedbacks of the clients as this will help them in preparing a proper solution to the grievances of the customers and solve them instantly without much difficulty. The company needs to have a proper record of different issues that are faced by the company along with analysing the complaints of the customers that will help them in solving such queries instantly.

1.

There are different ways to resolve the complaint that has been made by the patient that are as follows:

Properly listen to the problem that is faced by the patient as this is my duty to understand the issues faced by them and try to solve them as well. At the beginning of the shift I have to introduce myself to the patient as this will help in maintaining the standard protocol. This will help the patient in having faith in providing proper service. Proper communication is essential in nature as this will help in understanding the problems of the patient and solve them accordingly as well. When there is concern among the patient regarding the error in medication, proper ascertainments has to be made as this will help in lessening the miscommunication and this will help in making the patient calm in nature.

Lastly, the control of volume is essential in nature as this is the foremost step in resolving the conflict and speaks to the patient who is offensive in nature. I have to properly handle such patients as this will make the situation calm in nature.

Task 2: Managing Employee Behavior in a Case Scenario

2.

There are different strategies that will put in place as to help Mary in overcoming the difficulties in meeting the standards of the service of the customers that are as follows:

Proper training has to be provided to Mary as this will help her in making understand about the different issues that are faced due to the incompetent behavior made by her. Secondly, Mary needs to make properly understand the kind of behavior that is expected from her as there have been many complaints from the patient regarding her rude behavior. Mary has to properly understand that there are policies and procedures that have to be strictly followed by her as this will help her in being improving the quality of the services provided by her as well. Lastly, the disruptive behavior has to be controlled as the nurses have to properly ascertain the proper kind of behavior with their patients.

This is the customer survey form for the company named Woolworths wherein the customer survey feedback form is prepared as to understand the conceptions and the issues that are faced by the customers.

Thank you so much for taking the survey on customer satisfaction. The survey will take just five minutes to complete the task. Click the submit button by Email button to submit the responses of the survey. Thank you again for the assistance with us.

1-Very satisfied 2- satisfied 3- neutral 4-dissatisfied 5- Very dissatisfied

 What are the improvements required in the products and services of our company? 

How can we serve you better in the future? 

In order to provide quality products as well as services to the customers, the resources has to be used effectively in nature as the satisfaction of the customers is the primary concern of the organization and there should be regular checkups of the quality of the products provided to the customers by the quality department. Proper connection with the customers is essential in nature as this will help in discovering the kind of services that are required by them as well. The follow up is essential as well as this will help them in maintaining proper customer base and this will help in executing such services to them as well. The customers satisfaction and happiness is important in nature as they are the ones for whom the different services are generated. 

Proper records have to be maintained by the organization as this is essential in nature to properly perform the documentation within the process and system of the organization. Proper documentation is essential in nature as this will help the organization provide the different list of the customers who are the regular customers. The list of the documentation will help Woolworths in understanding the requirements of the clients and work on such requirements to generate proper improvement. There are different legal issues relating to the grievances of the customers that can be solved and this will work in favor of the organization as well.

Secondly, when there is a complaint of the customer, it is essential for the organization to understand the queries posted by the customer and work on it accordingly. If any of the products are provided to the client in defective in nature, it is essential to check in the database of the customers and this will help in solving the queries easily and resolve the issues as well without any kind of conflict. The quality of the services provided to the client has to be perfect in nature as this will help in gaining customer base.

References

Bansal, H.S. and Taylor, S.F., 2015. Beyond service quality and customer satisfaction: investigating additional antecedents of service provider switching intentions. In Proceedings of the 1999 Academy of Marketing Science (AMS) Annual Conference (pp. 75-82). Springer, Cham.

Dabholkar, P.A., 2015. How to improve perceived service quality by increasing customer participation. In Proceedings of the 1990 academy of marketing science (AMS) annual conference (pp. 483-487). Springer, Cham.

Jahanshani, A.A., Hajizadeh, G.M.A., Mirdhamadi, S.A., Nawaser, K. and Khaksar, S.M.S., 2014. Study the effects of customer service and product quality on customer satisfaction and loyalty.

Mok, C., Sparks, B. and Kadampully, J., 2013. Service quality management in hospitality, tourism, and leisure. Routledge.

Orel, F.D. and Kara, A., 2014. Supermarket self-checkout service quality, customer satisfaction, and loyalty: Empirical evidence from an emerging market. Journal of Retailing and Consumer Services, 21(2), pp.118-129.

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