Manage Quality Customer Service - Organisation Assessment Answer

Subject Name : Management

Manage quality customer service

Section A

Answer 1: These two occasions are urgent service need by a customer and a serious case of the patient. The feedback shows that customer in the case of urgent service need is less satisfied. In the case of a serious case of any patient satisfaction level is high. In case of urgent service need, the management took time to provide the services due to which dissatisfaction occurred. In case of serious case, the patient was provided with the service immediately. Only 2 minutes time was taken for some formalities. Moreover, the case was also similar in 10 other cases because the hospital is prompt in addressing serious cases and providing the services. The current strategies that are implemented in the hospital are effective enough to deal with the issue of lack of providing urgent service. The current strategies are effective according to the feedbacks which are provided by the customers. I also feel the same that the strategies are effective in improving customer satisfaction. It is concluded that customers are more satisfied after the implementation of new strategies because feedbacks received from them also suggest the same and revenues of the organization have also increased.

Answer 2: In order to meet the expectation of the current strategy that has been adopted by the organisation, it is necessary to understand and know the customers. It is important to identify the needs of the customers as it helps in implementing the strategies according to the situation. In order to implement the current strategies of the organisation effectively, it is necessary to discuss the available solution openly with the employees as well as with the customers. The timelines of the particular task are provided clearly so that the necessary steps should be taken before the deadline. Being a manager, it is important to be honest and transparent with the team members and other departments while meeting with expectation according to the designed strategies. The strategies must be discussed with the employees so that they are able to understand the current strategies of the organisation. It allows them to stay updated and perform the task according to the set standards of the organisation. The policies and procedures of the organisation play a very important role in the success of the business. The current strategies of the business are providing quality products and services to the customers, resolve their issues and expand the business. These strategies can be implemented in a way that they follow the policies and procedures of the organisation. The quality of the products and services must be maintained as per the set standards by the organisation. The issues of the customers can be solved by applying the ethical principles that have been followed by the organisation and business can be expanded by taking referrals from the existing customers and offered them quality services as promised by the organisation.

Answer 3: a) It is necessary to communicate effectively with the colleagues in order to minimize the misunderstanding occurs at the workplace and maximize the efficiency of the work. It is necessary to follow the protocols such as listening actively to the issues faced by the colleagues, avoid the negative questions which create a bad impression. Moreover, while explaining the technical concepts with the colleagues, it is necessary to take the help of analogies. In order to encourage colleges, it is necessary to use positive statements rather than negative statements. It is necessary to keep the colleagues informed about the new task or policies that are introduced recently. Communicating with the team members and customers in the organisation should be done in an appropriate manner so that they are able to understand the information effectively. It has been observed that information should be clear and appropriate and must be shared with the employees and customers on regular basis.

b) In order to make an effective team, it is important to define clear objectives to the team members so that they are able to understand the goals they are required to achieve. Leadership play a very important role in improving the effectiveness of the team. The task has been allocated to the team members on the basis of their skills and abilities so that the quality of the completed task is as per the set standards of the organisation. Managing the team members helps in understanding their strengths as well as weak areas so that appropriate training modules can be introduced to improve the weaker areas of the employees. The relationship among the team members also has an impact on the success of the task provided to the team. Effective team invest their time and energy in building a relationship with other teams in a positive as well as productive way.

c) It is the responsibility of the team managers to provide effective guidance to the team members so that they are able to complete the task in an appropriate manner. The manager has to support their team members according to their expertise. The expertise of the manager is to complete the given task on time and maintain the quality of the completed task. This expertise of the manager can be transferred to the team members so that they are able to perform to complete the task in an effective manner. It can be done by becoming the mentor and communicate with the team members. The other way is to communicate with the team members by writing the expertise and share it with the team members. Whenever the team members face problem in completing the task, the manager has to provide the appropriate resources which help in solving the issues of the team members and they are able to complete the task effectively.

Answer 4: a) It is important to develop and implement the plan with the help of logical process as it allows the team members to understand the goals and objectives in an appropriate manner. It can be developed by identifying the problem and determining the inputs that are required to solve the problem which involves office space, equipment, manpower and volunteers. The logic model can be prepared according to the problem and the solution that is proposed to solve the issue. Monitoring should be done on regular basis with the help of planning documents which contains a time frame for several tasks. It ensures that the respected task is completed on time and their output meets the set standards by the organisation. The indicators are defined in an appropriate manner to help in tracking the progress of the task. Being a leader of the team, it is important to ensure the completion of the task should be done effectively within the deadline.

b) The manager of the team must take the responsibility of addressing the non-routine task or the difficult task to the team members. There are several situations some difficult tasks are given to the team members which are not possible for them to complete in an effective way. The manager must take the chance and help the team members in analyse and understand the task in an appropriate manner. The manager must apply the problem-solving process which involves four basic steps such as defining the problem, the manager is to explain to the team members what the problem they are facing which may be a tight deadline, unavailability of the resources or any other issue. The next step is to find several alternatives of the issue such as allocating the task to all members in case of a tight deadline, put this task on priority level, do over-time work in order to complete a task on time. The next step is evaluating and select the final solution, putting the task on priority level is one of the most effective solutions as it is beneficial for the organisation as well as for the employees and helps in marinating the quality of the task.

c) Digital technologies play a very important role in managing and sharing information quickly and effectively. It allows in accessing the instant information which is required to utilize for performing certain actions. It helps in knowing different metrics which plays an important role in the growth of the business. Information is accessed and shared with other members by using the appropriate channel which increases the effectiveness of the task. Instant messaging, social media, internet and modern software help in organising the information which can be used to meet the requirements of the task.

Section B

Answer 1
The legislative and regulatory context of the organization which is relevant to customer service includes all the laws, rules and regulations that focus on fair customer relations and effective customer service. The customers must be aware of the products and services that are sold to them. If the products and services can have any kind of harm to them then it must be disclosed to the customers. The operations must be in alignment with the health and safety regulation of the nation that protects the good interest of the customers. Moreover, the client should remain aware of his/her rights and the actions that he/she can take in case of violation of the rights. Labelling should be done in such a manner that all the required details are mentioned there and it should be visible properly. The trade and business relationships across the state borders must be in adherence to the laws and regulations. The system of fair trading is adopted customers are provided with accurate and reliable information, products and product safety standard is maintained, warranties and conditions of sales are disclosed to them and payment rules and conditions are also mentioned. Moreover, all the necessary requirements of sales, payment, delivery and customers rights are also disclosed in front of them.

Answer 2: The organisational policy and procedures for customer service including handling customer complaints are as follows
Feedback will be taken from the customers regarding the issues that they are facing in the organization. Moreover, the past experience of the customers in the organization will also be analysed by taking feedback from them.
Personnel will be appointed who will monitor if the customers are any facing any issue in the organization. Moreover, it will also be ensured that whether their queries are resolved or not.
Complaints of the customers will be recorded from a different medium. These complaints will be then resolved in a specified period so that customers satisfaction can be maintained.
The environment of the organization will be maintained free from discrimination and persons with a poor background will be provided with some extra benefits.
The services will be provided in such a manner that the respect, dignity and independence of the customers will be maintained.
It will be ensured that all the policies remain up-to-date and the same is communicated to the staff so that customer service can be done effectively and efficiently.
The standard industry practices for customer service and handling customer complaints will be maintained. Moreover, the evaluation will be done on a timely basis so that any distraction can be observed and corrected.

Answer 3: The recognised standards and best practice models include
Partner with the customers so that a customer-centric model can be framed. Furthermore, they will be provided with a consumer-centric health system by including them in the design and development of services.
Medication safety is necessary for which the hospital organization ensures that clinicians safety prescribe and dispense medicines to the patients and their families.
In order to prevent and manage pressure injuries, it is significant to maintain and implement such strategies that can prove to be helpful in handling the situations and incidence effectively and efficiently.
Timely response and action are essential when the acute health condition of the patient deteriorates. Thus, it will involve the formation of right strategies, processes and systems to ensure that the patients get the right treatment at right time.

Answer 4: Public relation can be defined as the practice of maintaining the image of an individual or the organisation to the public in such form that positive image is developed for the concerned person or the organisation. Public relation helps a very important role in marketing. It helps marketing management so as to influence the non-customer groups. Public relation helps in maintaining relations within the firm as well i.e. between the employees and the organisation. The main aim of public relation is to influence the purchase decision of the customers. So the promotional activities such as event management, community relations, and media blitz etc. are carried out to shape the image of the firm.

Product Promotion is the fourth element of the marketing mix. Promotions can be defined as the set of activities which are used to disseminate the information about the product, brand, product lines as well as services to the potential customers. Many organisations use many promotional tools so as to achieve their objectives such as to create awareness about the products or services to the customers, to differentiate the products or services from their competitors by creating brand loyalty, to highlight the important features of the product etc. There are five types of promotions which can be stated as personal selling, sales promotions, advertising, publicity and direct marketing.

Answer 5: Techniques for dealing with the customers including their specific needs can be done through surveys, focus groups, sales data analysis, market research, concept testing, brand testing, price testing, social media monitoring, mystery shoppers, audits and RATER model. RATER model is a very valuable tool which is used for assessing the customers needs. The RATER model which is comprised of five elements which are sated as Reliability- It covers whether the organisation is able to provide or deliver the agreed services. Assurance- it is related to knowledge, respect, honesty, credibility, confidentiality, safety and security. It generally involves delivering the services to the customers that should be based on sincerity and solid information. Tangibility- ensuring that the presentation of products or services and the shopping environment are appealing. Empathy- It determines the relationships with the customers. Responsiveness- providing quick services to the customers and showing the willingness to help and solve the problems of the customers.

Answer 6: There are various types of complaints that any organisation has to deal with their customers. The organisation can solve the problems of the customers by taking valuable feedback from them. Feedbacks should be used constructively in order to improve the quality of services which is provided by the organisations. Some of the principles and techniques which can be adopted organisation are listen to the problems of the customers calmly, acknowledging the problems of the customers, getting the facts and offering the solution. The success of every organisation depends upon the customers. For this is very essential for every organisation to collect information about their customers on a regular basis so as to meet their needs and wants. The techniques and principles which are in the management and organisation of customer need research can be surveys, focus groups, sales data analysis, marketing research, brand testing etc. The purpose of the organisation is to maintain relationships with their customers. Many organisations design a CRM system which is used to collect the customers from telephone conversations, Direct mail, marketing and promotional materials, social media interactions etc. On-going service quality techniques Mystery shopping, RATER model etc. Techniques of problem identification and resolution can understand the current needs, generating ideas etc. Techniques of quality customer delivery services can engage in active listening, highlight understanding, using simple language etc. Some techniques of record keeping and management methods include control storage and access, tracking and monitor, outsourcing record management etc. Organisations can monitor or improve customer relations by setting certain benchmarks of the performance of each activity of the organisation. Customer feedback can be obtained through email, surveys, interview, tests etc.

Section C

Answer 1: Plan for providing quality customer service
Strategy One Strategy Two Strategy Three
Brief explanation Seeking customers feedback
Understanding the needs and requirements of the customers as well as their experience helps in improving the services offered by the business.
Strengthen the customer service team
Hire and provide effective training for professionals.
Develop the required skills such as empathy and patience, communication skills and product knowledge by taking training sessions Using the CRM platforms
It improves the relationship between the organisation and customers. Develop effective CRM software which provides a unique platform to the customers. It improves customer interaction and fulfils the requirement of the customers by removing the confusion.
Resources required by the person involved in customer service Collect feedback through telephone or with the help of emails. Internet connection is mandatory
The appropriate training module can be introduced for developing the required skills. Tracking and monitoring tools are required. Internet connection, systems and laptops. Back end support team to maintaining the software.
Purpose To identify the improvement areas
To provide effective training to the customer service team To bring customers close to the organisation and remove the confusion occurs.
Additional information Appreciate the good work of the team members Answer 2
One of the most effective ways to manage the plan is Break It Down method. After creating the developed plan for improving the customers services, the essential step is to start working on it. It is important to arrange all the required resources before executing the plan which helps in saving the time and improves the effectiveness of the applied strategies. The plan helps the members to understand what they have to do and how they have to do. The plan describes each and everything in detail. Break It Down methods helps in manages the plan in an effective way as it is mentioned in the plan description. It allows the team members to gather all the required resources and perform the task appropriately. It ensures that all the strategies and procedure are implemented in an effective manner.

Answer 3:

There are several ways of implementing the guidelines of the organisation but one of the most effective ways is putting values front and centre. This method allows the employees to understand the policies of the organisation effectively. This method helps in keeping the moral codes of the company in front of them at the workplace. These guidelines can also be featured in the handbook of employees so that they are able to bring the guidelines into practice on regular basis. These guidelines can also be posted where the staff members often gathered most such conference rooms, snacks room as well as on their desk. It acts as a daily reminder to the team members and they are able to follow the guidelines in an effective manner. It can be communicated with the employees and they are also monitored on regular basis to ensure that the guidelines are followed.

Answer 4:

The complex complaint of the customers can be solved by the following the given steps
Listening to and understanding the customers are very important. The issues that have been faced by them should be listened carefully and take enough time to understand them in an appropriate way.
Empathising customers while listening to their concerns help in building a strong relationship. It enables the customers to know that their concerns are being heard and certain actions should be taken in order to solve the concerns.
Offering a solution to the problems faced by the customers helps in handling their complaints in a better way. It is necessary to provide an effective solution which is able to solve their concerns immediately and explain to them how it works.
Execute the solution which is offered to them and also provides alternative solutions so that they are able to evaluate them and the appropriate solution is executed.
Take the follow-up with the customers in order to ensure that the customers are satisfied with the provided solution.

Answer 5: a) It has been observed that the staff members are failing to communicate effectively with the customers. The two things which are missed from the guidelines are greeting the customers and introducing the hair stylers with the customers in a professional way.

b) Action plan
Step One Step Two Step Three Step Four
Brief explanation The first step is to address the guidelines to the receptionists which make her aware of actions she needed to perform. The second step is to implement the guidelines so that the customers feel valued and get an excellent experience
Conversation over the telephone should be a pause when the customer arrived at the store or leave the store. The senior manager of the store ensures that receptionist follows the guidelines in an appropriate manner.