BSBCUS501

ASSESSMENT TASK 3

2. Develop a set of KPIs for Innovative Widgets customer service representatives. KPIs
should address the areas of customer and business requirements identified below:

Following key performance indicators (KPIs) can be used for monitoring and evaluating
Customer Service performance;

a. Customer Satisfaction level – target is 90% customer satisfaction

b. Average Resolution time – target is maximum 2 calls for complaint resolution
c. Active Issues – 5% active issues of total complaints

3. Develop a plan or procedure for monitoring team members’ performance against

KPIs.

Here is the step by step procedure to monitor customer service team performance against
above decided KPIs;

We will train our team well on policies and procedures and necessary skills to handle
customers’ enquiries and complaints. We will also communicate the KPIs to team members
and they will be informed how their performance is going to measure. It will help them to
self-analysis and improve too.

Customer satisfaction level

We will monitor what is the score of each team member for providing customer satisfaction
during calls or meetings, it will be monitored by evaluating the results of customer feedback
surveys usually customers fill up after meeting or call. It assists in evaluating the progress of
team members. This KPI will be used to assess the performance of overall customer service
department too.

Average Resolution Time

This will indicate in how much time each member is resolving complaints it is basically
demonstrating the efficiency level of customer service officers. This will also urge them to
come to a resolution as soon as possible to improve their evaluation results.

Active Issues

Here we calculate how many active issues are there for each individual at specific time, and
it will show us how much pending work any staff member has or how much workload they
are having. It will also help us to decided delegation of workload too.
 4. Develop a questionnaire to collect customer feedback related to KPIs and/or
designed to uncover identifiable gaps between services provided (including the
quality of service) and customer expectations.

Customer Feedback Survey

Help us to improve to serve you better! Say now!

Name: _______________________________________________

Email Address: _________________________________________

Date: ________________________________________________

1. Our team is successful in providing you satisfied services;

a. Certainly b. somehow c. not exactly d. certainly not

2. Are you going to recommend us to your business partner or friend?

a. Certainly b. May be c. Maybe not d. certainly not

3. You are new customer of Innovative Widgets;

a. Yes b. No c. Not really

4. For how long you have been in business with Innovative Widgets?

a. Less than a year b. Less than 3 years c. Less than 10 years d. more than 10 year

5. What you like about Innovative Widgets most?

___________________________________________________________________________
___________________________________________________________________________
___________________________________________________________________________
___________________________________________________________________________

6. What you would like to improve in the short run in the Innovative Widget

___________________________________________________________________________
___________________________________________________________________________
___________________________________________________________________________
7. What you would like to improve in the long run in Innovative Widgets?

___________________________________________________________________________
___________________________________________________________________________
___________________________________________________________________________
___________________________________________________________________________

8. Did you find our team professional?

a. Certainly they are b. To some extent c. not very much d. certainly not

5. Review the performance data and feedback from customers (Appendix 1) proved at
the end of this task and to discuss issues and possible solutions with your manager.

Issue No. 1:

Team is performing poorly.

Solution:

1. New team members should be given training

2. Senior team members should delegate work load

3. Coach should be assigned for on the job training

Issue No. 2:

Team doesn’t demonstrate policies and procedures of Innovative Widgets.

Solution:

All employees should be given refresher training of policies and procedures so they can
better demonstrate through knowledge of customer service policies and procedures.

Issue No. 3:

Doesn’t have reliable system for maintaining customer data

Solution:

Customer service team should use a reliable data management system for recording
and maintaining customer data which can be easily and quickly retrieve from system.
 Issue No. 4:

Customers are rarely contacted for feedback and surveys

Solution:

Customer feedback and customer surveys should be arranged on regular basis to stay
in touch with customers and to get their opinions and suggestions regarding our
services and products.

6. Prepare a 1–2 page report for the management at Innovative Widgets containing
recommendations for organisation-wide customer service improvement:
a. 3–4 recommendations. At least one recommendation should address how to
improve public relations at Innovative Widgets.

Below are recommendations for Innovative Widgets customer service team to improve their
performance organization wide;

 Coaching Program – this is eminent for Innovative Widgets right now as the team is
relatively new, so senior must train juniors and develop their skill level so they can
better perform. On the job training is important for self-development too. this
program will assist in training new staff at fast track.
 Customer Say counts – stay in touch with customer and keep taking their views,
suggestions, opinions, it help us to build rapport with customers and win their trust.
It will also show that we care for them even if they are buyer of very little quantity.
 Data management system – as provided in analysis customers are feeling that systems
at Innovative Widgets are not up to date therefore its time to improve at grass root
level along with improving behaviour we will change processes too. customer
database will be maintained, their complaint log will be created, feedback and survey
forms will be maintained.

b. A justification for each recommendation based on your knowledge of:

i. How the recommendations identify Problem in customer service and
provide solution for improvement.

Coaching Program

Coaching will assist team to achieve their maximum potential and grow personally too. This
will also help Innovative Widgets to get the maximum out of its customer service team.
Customer service team will be yielding following benefits from proper coaching;

 They will become more self-reliant

 They can contribute more effectively to the team
  They will take initiative towards organizational goal of providing high quality customer
services

Customers had expressed in their feedback that there is lack of professionalism in team, they
are rude, they don’t listen properly etc. so coaching will address all these problems and help
team to improve.

Data management system

Customer had also show concern that Innovative Widget doesn’t have any appropriate record
system and every time they call in they have to provide details as their previous record is lost
or something like that. Therefore by adopting data management system, Customer service
team will have accurate records of customer, their personal data and their purchase history
too. It will make them to identify customer by name and phone number and rest all data they
can have on computer screens, like this they won’t need to ask customer for details again. It
gives feeling of being heard to customers when they are being told by customer service officer
that they have given this feedback last time and this progress was made without being
customer repeat complaint.

Customer Say counts a lot

Regular customer surveys and interview call should be made part of customer service
operation plan so customers stay in touch with customer service team and they build rapport.
It is highlighted by one of the customer that they have never asked for opinion. Therefore
there is a need to talk to customers more often. And listen to them what they have to say.
Regular contact will customers increase their trust level and confidence level.

ii. How the recommendations provide ideas of managing customer

service and customer relationships, quality customer service delivery.

These recommendations are addressing the very critical issues of Innovative Widgets
customer service team. These recommendations will assist customer service team to provide
personalized high quality services to customers when more often they will be called by team
to know how they are doing, what their future projections are, what they are looking for in
future from Innovative Widgets etc. These recommendations also help Innovative Widget to
improve their processes and implement a data management system to have more accurate
and reliable customer data. By providing coaching to team professionalism will be increased
and high quality customer services will be made possible.
 iii. How the recommendations procuring appropriate technology to
address customer needs.

There are many IMS (information management systems) or DMS (data management system)
available in the market which can be customized for specific needs. These systems can provide
great help to Customer service team. These systems provide facility to customer service for
storing all data at one place and system will generate reports for performance monitoring and
evaluation. Future projections can also be obtained from these systems. Once we start
managing information by using IMS we would not be in need for further paper records, it
would eliminate the threat of losing information etc.

References

https://www.helpscout.net/blog/customer-service-skills/

https://en.wikipedia.org/wiki/Customer_service

https://www.thebalance.com/what-is-customer-service-2063347