B061 Assessment Task 2 Complete PDF

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Summary

Assessment Task 2: Ozhouse Clean is a cleaning services company. The company offers professional, residential cleaning services, including regular home cleans, as well as spring cleans. Currently 70% of the company’s customers are residential customers. Most of these customers are full-time workers,...

Description

Assessment Task 2: Ozhouse Clean is a cleaning services company. The company offers professional, residential cleaning services, including regular home cleans, as well as spring cleans. Currently 70% of the company’s customers are residential customers. Most of these customers are full-time workers, needing cleaning services because of their busy lifestyle. Most customers use regular cleaning services. At Ozhouse Clean we come to your house and do your cleaning for you. As an add-on service, we can also do your ironing, change beds and general tidying. We come to your home for a minimum of two hours and can stay for as long as you like after that. We can also do Spring cleans for you which we charge at a fixed rate. Ozhouse Clean is committed to: •

Politeness: the use of good manners in all interactions

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Responsiveness: meet agreed timeframes and follow up on all queries

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Professionalism: being objective and knowledgeable and demonstrating integrity

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Understanding: customers and their business

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Confidentiality: respecting the confidentiality of customer information

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Transparency: processes are clear, consistent, easy to access and documented.

Staff will: •

demonstrate to the customer always respect, courtesy, patience, attentiveness, consideration and sensitivity that is appropriate to the age, culture and linguistic background of the individual or group

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listen to what customers have to say and determine the exact nature of the request

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respond to customer enquiries promptly and efficiently in a timely manner

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act with integrity and honesty when dealing with customers

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if unavailable or away from the office, return email messages promptly upon returning

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If away from the office for two or more days an “out of office” message is to be left on outlook and the telephone.

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provide the customer with advice and other information that is accurate, clear, concise, reliable and in plain language

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be sensitive to any language or other communication difficulties experienced by customers when providing advice and other information

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present a positive image of Ozhouse Clean to the public.

Confidentiality and privacy

Ozhouse Clean is committed to the protection of customer personal information. All dealings with customers must abide by the Privacy Act 1998 and the Australian Privacy Principles contained in the Privacy Act 1998 (CTH) except when qualified by any relevant Codes of Practice and will underpin all matters related to personal information at Ozhouse Clean. Ozhouse Clean also has a Privacy Policy in accordance with that Act. Complaints and Feedback Ozhouse Clean welcomes complaints from customers. If a customer wishes to make a complaint, they may contact us via email or via phone and discuss their complaint. Where the complaint cannot be resolved at this first point of contact, the complaint will be referred to the management team. The customer will be contacted with 3 working days to advise of the outcome of their complaints. Ozhouse Clean also welcomes feedback from all its customers and sends a link to an on-line survey for all customers to complete. Customer Feedback The following are the results of survey. Average results are given below. Customer Service staff competence

5

Customer service staff empathy

6

Customer service staff responsiveness

8

Cleaning staff competence

9

Satisfaction with quality of purchase

9

Satisfaction with price of purchase

7

Satisfaction with customer service experience

5

Satisfaction with response rate

4

Customer trusts company Likely to continue to use services

8 8

Likely to recommend others to purchase

8

Only four of the customers provided extra comments in the survey comments box, and these are as follows: ‘I don’t’ think the company matches up to its stated customer service standard. Getting through to a customer service operator without having to wait is hard. Also booking services isn’t quick. You usually have to wait a week.’ ‘The last time I called Ozhouse Clean I received very average service. I requested an urgent clean due to unexpected visitors. I was told I would be sent an email to confirm the service, but this did not happen. I called again and was told the same thing. I just gave up then.’

‘I am very happy with the cleaner. She is efficient and hard working. I only use the service occasionally so telephone to book a service. This is where I think the company lets itself down as staff answering the telephone do not seem to be very well informed. For example, I always have to say who I am and the services I use, whereas it would seem to me that the staff member could just look at the database.’ ‘Great cleaning service, poor customer service. I booked a service and then received an invoice for twice the amount quoted. I am still waiting for this to be resolved.’ These situations, however, are usually considered universally unacceptable:    

Long wait times and response times Poor attention to detail Company reps with lack of experience and knowledge Unprofessional and impersonal interactions

Ozhouse who are guilty of these bad customer service traits often face negative consequences -- many of which are difficult to overcome and can lead to the company's failure. What is the most important thing Ozhouse can do to improve relationships with your customers? The answer is as obvious as it is overlooked: improve customer service. No matter how great your product is or how talented your staff is, one of the things that customers are most likely to remember is the direct interaction they have with your company. Bottom line, your customer service team is often the face of your company, and customers’ experiences will be defined by the skill and quality of the support they receive. A strong company will already have great customer relationships. But a smart company will always be asking “What is good customer service?” Good customer service centers around carefully listening and attending to your customers’ needs and desires. If you are not constantly on the lookout for opportunities to improve your customer service, then your relationships will stagnate. Here are a few customer service improvements for identifying ways to better serve customers: 1. Strengthen your customer service skills First, it’s important to make sure that your customer service team has the right skills for your managing customers’ needs. No amount of CRM software can compensate for shortcomings in this area. But what skills should you be looking for in a customer service rep? 

Empathy, patience and consistency. Some customers will be irate. Others will be full of questions. And others will just be chatty. You must know how to handle all of them and provide the same level of service every time.

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Adaptability. Every customer is different, and some may even seem to change weekto-week. You should be able to handle surprises, sense the customer’s mood and adapt accordingly. This also includes a willingness to learn– providing good customer service is a continuous learning process. Clear communication. Ensure you convey to customers exactly what you mean. You don’t want your customer to think he’s getting 50% off when he’s actually getting 50% more product. Use authentically positive language, stay cheerful no matter what and never end a conversation without confirming the customer is satisfied. Work ethic. Customers appreciate a rep who will see their problem through to its resolution. At the same time, you must have good time management skills and not spend too much time handling one customer while others are waiting. Stay focused on your goals to achieve the right balance. Knowledge. Ultimately your customers rely on you for their knowledge of your product. Stay informed enough to respond to most inquiries and know where to turn if the questions become too detailed or technical for you to answer. But don’t be afraid to say “I don’t know” either. Customers will appreciate the honesty and your efforts to find the right answer. Thick skin. The customer’s always right… right? The ability to swallow one’s pride and accept blame or negative feedback is crucial. Whether your team works directly with customers or looking for feedback on social media, they’ve got to keep the customer’s happiness in mind. Not sure if your reps have the right customer service skills? Survey or interview your customers to understand whether your service team is showing each of these traits. Running a customer feedback survey through your CRM program, at the point of sale, or when you send customers an invoice is a great way to see where your team’s skills do and don’t measure up. 2. Look at every touchpoint A bad customer experience at any point in the customer lifecycle can ruin your relationship. In addition to making sure the right skills are demonstrated, you need to be sure they’re being demonstrated consistently. Pay the most attention to key touchpoints, but make sure you have a full view of the customer experience, or you risk lapses in service that can really hurt business. 3. Improve your customer interactions If your staff has the necessary skill set, that’s a good start. But they still need to relate to your customers. Here are some tips for making sure customer service is both thorough and well received:

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Ask reps to try to identify a common ground–like shared interests–with the people they help. Having this point of understanding makes conflict easier to overcome by humanizing the relationship, and it endears customers to your rep (and ultimately your company). Practice active listening so your customers feel heard. Clarify and rephrase what the customers say to ensure you understand them. Empathize with and reflect their feelings by saying things like, “That must have upset you” or “I can see why you feel slighted.”

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Admit your mistakes, even if you discover them before your customers do. This builds trust and restores confidence. It also allows you to control the situation, re-focus the customer’s attention and resolve the issue. Follow-up after a problem is solved. Make sure the issue stays fixed and that your customers were satisfied with the service. Sending an email, or even a feedback survey is an excellent way to let the customer know you’re still on their side. 4. Enhance your customer service strategy Your staff may have the skills and know-how to interact with your customers. But what organizational strategies can you employ to please customers? Practice proactive customer service by making your customers happy before they come to you with problems. Here’s how: Get personal. Your customers want to feel like they have access to real people, not bots and FAQs. Offer more than just automated email responses, and do not let your telephone prompts or website send them down a rabbit hole. Take full advantage of social media (such as Facebook, Twitter and Yelp) and write responses when your customers post on your page. Post photos and bios on your website. This shows your customers that you are real people working on their behalf. Be available. Part of the personal touch is making sure your customers can reach you. For example, if your business is primarily online, meet in person occasionally with local customers and offer video calls (such as Skype) for those farther away. Work early and late when needed, especially if your customers are in different time zones. Even providing customers with your physical address helps build their trust and reminds them that your company exists off the internet as well. Cater to your customers. Make sure you are fully meeting your customers’ needs. Consider assigning reps to specific customers so they can build a relationship. Offer VIP treatment for your best customers to let them know they are appreciated. What special services might your customers like? Set up focus groups, interview customers, or run a survey to get ideas. Create communities. Your customers will feel even more valued if you treat them as important members of a community. You can bring various customers together in numerous ways, including webinars, interactive websites, social media, trade shows and conventions. And don’t forget that while your customers come to these forums to learn from you, you can learn as much–if not more–from them. 5. Make sure your reps are engaged You can have the best customer service skills and the best training in the world, but if your reps are checked out, it won’t matter at all. Improving employee engagement is another way to make sure customers have a great experience. Dissatisfied employees are unlikely to come forward with their problems, so consider an anonymous suggestion box or an employee engagement survey to see what makes your employees tick. You’ll want to know how your customer service team feels about working conditions and compensation, opportunities for career advancement, training and their peers. Our employee engagement template offers a good overview. We’ve also compiled benchmark engagement data to help you understand how your employees’ engagement compares to other companies.

Since engagement can vary from industry to industry, you may also want to look at more specific data through a service like SurveyMonkey Benchmarks. 6. Give your customers a way to provide feedback No matter how proactive you are, you’ll never be able to get in front of every customer issue. To make sure you learn about the good, the bad, and the ugly experience your customers have, create an easily accessible way for customers to give feedback. Whether it’s a phone survey at the end of a service call, an email survey sent directly from your CRM tool, or a form on the “Contact Us” page of your website, creating a means for customers to give feedback makes it easier for you to learn what needs improvement. It also helps keep unhappy customers from voicing their displeasure on highly visible places like your social media pages. Whatever steps you choose to take, remember feedback’s importance to customer satisfaction. Unsure what your strengths and weaknesses are? Don’t know why the numbers are dipping? Try to get closer both to your customers and your reps.

Action Plan: Improve Customer Service Performance

Issue/Need

Retain customers who are unhappy to increase customer lifetime value. Customer have been complaining of canned responses to question and problems. Improve listening and interactive skills to develop solutions tailored to each customer

Actions

Outcomes

Improve customer recovery by listening to customer problems and discovering a solution Customer churn of that is acceptable to the 4% per month or customer less All staff members to complete training by as soon as possible. Average score of 80% on assessment. Staff who score Attend listening and under 60% need to response skills training repeat training until and assessment score improves.

Resources/budget

Timelines

Training by mentor or coaching budget is $25 Training use 1-2 per persons weeks

Budget for training is $50 per person

Customers have Customer to be treat Managers need to Use knowledge from complained of lack of with common courtesies monitor and write up training to implement

Training for 4 weeks On job procedure

staffs who fail to complete response on the time when service where they the customer has perceived a service been was necessary. Target: inconvenienced. The always service and target is 100% response on behalf of compliance as this is the Ozhouse when the and success goal. customer needed and respect at all times. a basic principle.

RATER Model for improve Customer Service Customer service is vital to Ozhouse. The quality of your customer service can make or break your company’s sales, customer base, and reputation. Whether you’re helping out customers over the phone, in person, or via email providing reliable customer service can help your company thrive. Read more below to uncover four ways that providing reliable customer service is important.

Reliable A lot of customer’s base their opinions of a company on the status of their customer service. When faced with two options for the same product, customers are going to go with the company that has higher ratings and better customer service. A high quality and reliable customer service system can help you stand out from your competitors. Especially if you are in a highly saturated business field, giving your customers the reliable support that they need is a simple way to differentiate your business. If a customer calls your customer service department and has a positive experience, they are more likely to leave your company a good review and spread their experience via word of mouth. At the same time, if your customer service is poor and unreliable those same customers will be sure to leave a negative review and tell other customers to stay away. Taking the time to make sure your customer service is high quality and reliable do wonders for your company’s reputation. Providing reliable customer service is an easy way to promote your organization and keep your customers happy.

Assurance Quality is one of the most important aspects of the experience for your customers. They seek quality in products, interactions, transactions, your website, and more. According to a survey of 200 customers, 71 percent say that quality assurance in customer satisfaction was one of the most useful metrics for monitoring business success. Quality assurance describes the processes taken before and during customer experiences to ensure satisfaction. It’s about making sure each product and/or service you sell is only of the best quality and that your brand can be trusted to deliver the same excellence with every interaction. This process should not be confused with quality control. Although the two concepts work hand in hand, the distinction is important to understand.

According to Ozhouse Group: “Quality Assurance activities are identified before work begins on the product and these activities are completed while the product is being developed. In contrast, Quality Service Control activities are performed after the product has been through the development process.” In other words, quality assurance includes the steps you take to prevent problems, anticipate needs, and truly understand your customers. As you might imagine, these steps can make a huge impact on your customer service, for better or worse. or greater results in your quality assurance efforts, here are some things you can do: • Monitor staff Performance Monitoring calls and face-to-face interactions is one of the only ways to know your agents are offering the best possible care to your customers. Monitor calls at random so you can catch your agents in their most candid moments. Hold regular evaluations as well, offering feedback so employees can improve. Apply monitoring practices to all channels of communication with your clients. • Consistently Train staffs The data you collect as you monitor your agents can be used for training purposes. If you’re consistent with your processes, you can help your service agents reach their full potential and significantly improve your brand reputation. While you’re training your customer service agents, keep an eye on the processes you use to do so. You might recognize shortfalls i...