Coordinate the Implementation of Customer

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 problems 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. These areas can be used during the planning stages to create a delivery process that will go above and beyond their expectations. Once this takes place, is when ABC Office Supplies will be able to increase sales by offering better service. (Vitez 2011)

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

Three customer service strategies that can be used to increase sales include: responding quickly, keeping clients informed and making everyone feel important. The way these different ideas can be implemented into the branch is through changing the policies. This means that everyone must take a more professional approach when dealing with a host of issues. In the future, this will help to create a foundation of trust in the quality of services that are provided by the firm. (Hess 2011)

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

The best way for dealing with customer complaints is to have the compliance department randomly call customers about their experience. This will help to determine if they are happy with the services they received and the likelihood that they will return. Any kind of outstanding issues will require them addressing and correcting these difficulties. (Importance of Compliance and Risk Control 2011)

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?

The best strategy for gathering information is through the use of anonymous surveys. This will identify any kind of problems and areas where the firm is addressing their needs. The kinds of information that will be asked include: the perceptions of the company, if they had a good experience, areas for improvement and if they will return in the future. The information will be gathered through having customers fill out these surveys (as a part of a larger focus group). In the future, this will improve services by telling executives the customer's needs, how they can address it and ways to improve. (Vitez 2011)