Manage quality customer service Essay Example

  • Category:
    Management
  • Document type:
    Assignment
  • Level:
    High School
  • Page:
    2
  • Words:
    974

Manage Quality Customer Service

The following are the steps to be followed to develop Customer Service Strategy for AET:

  1. Reviewing customer requirements – the needs and requirements of the customers are different meaning interacting with the customers enables understanding their preferences and requirements. Customers are either internal or external, and processes such as effective communication can be employed in collecting and analyzing views from these different customers.

  2. Analyze internal organization environment – the resources in AET have to be analyzed and determine whether it accomplishes the requirements of the customers. The current resources are then customized to fulfill the requirements of the customers.

  3. Additional resource requirements – the preferences and expectations of the customers defines the type of resources and allocation of the resources. Instances exist in which the resources are not available, and the solution is to determine the significance of the resource in the organizational development and the expected costs of the resource.

  4. Product and service valuation – in the logistics industry, numerous companies are involved, and each of these companies has strengths and weaknesses. AET has to analyze the strengths and weaknesses and capitalize on the strengths while addressing the weaknesses. Hence, the strengths have to be promoted to reflect the requirements and expectations of the AET.

  5. Employee and Organization competency – motivated and skilled employees should be allowed to provide and support the requirements of the customers. Employees should be informed of the importance of customer focus contributing to customer satisfaction.

  6. Evaluation strategies – the customer-focused strategies and approaches should frequently be analyzed and reviewed to determine the effectiveness. Customer satisfaction is integral to AET and measuring the satisfaction levels and collecting information on shortcomings ensures appropriate strategies are implemented to advance the requirements of the customers.

  7. Customer-centric processes – the service and product provision should be simple and stress free for the customers. Complaints and misunderstandings have to be solved and ensure the customer’s perceptions and expectations are considered. Focus targeting the requirements of the customers should be capitalized. In addition, customer relationships are about enhancing, maintain and establishing lasting impression resulting in customer loyalty.

Customer Service Strategy for AET Transport include:

  • Incorporates Internal Customer Requirements

The internal customers include the employees, management and the owners of the company. The management may require products such as the Knowledge Management Systems that enable identification of strategic requirements and processes advancing the requirements of the customers and general operations of the employees. The supervisors may utilize the Customer Relationship Management system to collate and address the customer needs and expectations. Other employees have to ensure effective communication is utilized in accomplishing the preferences and needs of the customers.

  • Development of Customer Service Standards and Implementation of the Standards

The customer standard is a framework that is used in confirming the management fulfills promises to the customers. The performance should be weighed against the standards to ensure customer satisfaction and mitigation processes are effective. The following are some of the standards

  1. Face to face interactions – the following are some of the variables considered during the interaction with the customer: demonstrate customer friendly attributes, competencies, effective customer skills and focus on customer needs.

  2. Written correspondence – the written communication process should be effective in that existence of management systems should be utilized in accomplishing the written communications. Timely answering of customer requirements and gathering feedback from the customer is important.

  3. Online correspondence – the online communication should be efficient through naming the persons responsible and mechanisms of addressing the absence of an individual. It includes delegating the online communication process and providing times on availability.

  4. Telephone interactions – the telephone engagement is supposed to be friendly, and note taking is integral to ensure noting is forgotten. The person receiving the telephone should listen to the requirements of the customers and seek clarification and action as required.

  • Processes and Procedures

In fulfilling the strategic customer requirements, numerous factors have to be considered. These factors are grouped under processes and procedures, which guides business operations:

    • Timeliness – time management is important throughout the operation processes. The timeliness of provision of services should be maintained and continuously improved based on the changing dynamics. For example, the gap between payments and requests for services should be seamless. In addition, feedback to the customer and complaints from the customers are supposed to be accomplished in a timely manner.

    • Quality – quality assurances through ensuring each of the numerous steps is considered and maintained within high quality of standards. Its starts from the provision of the services, the logistics processes, and delivering the products. The quality assurance should be inculcated into the entire operations of the company.

    • Measuring service levels – the outcome of any strategic direction has to be evaluated to determine whether it meets the standards and quality requirements. The purpose is to collect data and utilize the data to advance the requirements of the organization. It also includes evaluation the entire strategic approach of the company relative to the contribution of customer service provisions.

    • Complaint resolution mechanisms – handling complaints and grievances are integral to the effectiveness of the organization. The customer’s concerns have to be queried, and directives instituted that advances the requirements of the customers. It is important to note the customer is right but also, sometimes the employees are right: balancing this equation ensure high-quality service provision.

  • Legal Requirements

Integrating legal requirements in the operation of the business is important. The management and the employees have to understand provisions of the relevant legislation, updating employees and staff in legislative policy change, and advance ethical and moral legislations such as privacy laws, anti-discrimination and OHS. These legal frameworks ensure the employees and management fulfill the legal requirements and ensuring the customers are satisfied with services provided. In addition, AET Transport will have legal mechanisms to address complex situations arising because of legal requirements.