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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...
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)
Provide details on how you will evaluate and measure customer service in the future.
The way customer service will be evaluated is based upon follow up surveys that will be conducted. This will determine if the improvements are going far enough. To confirm the effectiveness of this strategy there should be a series of benchmarks used during the process. This will objectively decide the impact of these transformations.
How will you involve the team in this process?
The way the team will be involved in the process is to have each member see how they are playing a vital role in reaching different objectives. This requires changing the atmosphere and implementing a system that will have greater amounts of accountability. To achieve these goals, select allies should be identified and work with managers in pushing for these transformations. This will help to improve compliance and it will provide employees with a reason to support these policies. Once this is implemented, it will increase productivity and quickly respond to the needs of customers.
References
Eight Ways to Build Collaborative Teams, 2007, Eight Ways to Build Collaborative Teams, Business Talent DNA. Available from:
Importance of Compliance and Risk Control, 2011, it News Africa. Available from: <http://www.itnewsafrica.com/2011/05/the-importance-of-compliance-risk-and-control/> [11 May 2012].
Hess, E, 2011, Competing on Service, Business Know How. Available from: <http://www.businessknowhow.com/marketing/hugging.htm> [11 May 2012]
Vitez, O, 2011, Definition of Business Research, E How. Available from:
Yaskovitz, B, 2010, How to Implement a Proactive Customer Support Strategy, Instigator Blog. Available from: <http://www.instigatorblog.com/proactive-customer-support/2010/01/15/> [11 May 2012].
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