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TLII5018 Manage Customer Service

tag 0 Download 20 Pages / 4,953 Words tag 04-06-2021
  • Course Code: TLII5018
  • University: Victoria University
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  • Country: Australia


National Camper Trailers Pty Ltd employs Paul as a storeman, whose role among others is to organise deliveries to clients ensuring that the orders are complete and delivered on time. The Holiday season period is a particularly hectic time in the Despatch Section and Paul has fallen behind on dispatching orders to clients.

The Owner at Pathfinder Pty. Ltd Terry David, whose delivery of 4 Camper Trailers Model Stargazer Mk. 4, should have been received the day before, rang to complain that his delivery was late and that this was causing problems in their Hire section. He insisted that delivery be made urgently that afternoon and that he would not tolerate any excuses for not complying with his demand.

Paul was angry at his tone and his demand and explained abruptly that other clients had not received their orders yesterday and that they had not behaved in such a rude manner. He explained that he was doing the best he could and would not be bullied by anyone.

Mr David at Pathfinder Pty. Ltd, lodged a formal complaint with NCT Pty Ltd concerning Paul.

Your position in NCT is as the Customer Service manager. Your areas of control are Sales, Service and delivery.

In the Attachments you will find the Customer Charter for National Camper Trailers Pty Ltd.

Your answers to the following questions should be in a report format and attached. The report should be at least 1000 words.

1 Using the above information and The Customer Charter, investigate this scenario.

Make recommendations below to the Customer and Despatch / Supply Manger, on how you would research, clarify and assess customer needs and include in the planning process.   

2 Provision is made in plans to achieve the quality, time and cost specifications agreed with customers in accordance with the organisational policies and procedures in this Case Study list which of the provisions was not achieved and compare to the Customer Service Policy.

3 Products and services are delivered to customer specifications in accordance with the organisational business plan. Customer specifications are laid out in the Customer Service Policy. Outline where the employee failed to deliver on these specifications?

4 Describe how you would coach / mentor colleague Paul to overcome difficulties in meeting customer service standards?

5 Paul actions require retraining; you are to set out a Training schedule to ensure that he meets the company’s Customer Charter. Develop a Training schedule and upload.

6 Within the business model resources are used effectively and efficiently to provide quality products/ services to customers. In this Case Study the customer didn’t receive quality service. Name and explain the resources that were not used effectively and efficiency?

7 From the Attached National Camper Trailers CUSTOMER COMPLAINTS / FEEDBACK FORM (CCF). Write a report below, addressed to the CEO outlining the complaint and how it was rectified.  

 2: The objective of this section is to demonstrate TLII5018 Manage customer service

National Camper Trailers also offer to service Trailers across the Dandenong region. A potential client contacted them in relation to a trailer, which has electrical issues and is intermittently overheating. Consequently, the trailer was not able to be used. This Trailer was manufactured by National Camper Trailers, but the warranty was no longer applicable, and the customer is in need of a service provider.

The Service Manager Nicholas Gordon advised that they would need to see the trailer, and requested that it be transported to their service centre. The potential client said “There are a number of companies which service trailers in the area, can you tell me why I should deal with you.”

The Service Manager seemed to be a bit shocked and asked “What do you mean” to which the client replied “What’s in it for me to do business with you that has nothing to do with price”. The customer also pointed out that he was in regular contact with other enthusiasts.

It appeared that the Nick had never considered what his company could do to add value to the service they provided.

He has come to you as the Customer Relations Manager to investigate this situation.

1 Your response to this Case Study should put forward a number of ways which NCT could add value to their service.

2 Devise a strategy you could develop to offer customers that little bit more to have them return or refer customers to your business and document who you would need to consult with.

3 Organisational systems and technologies are used to monitor progress in achieving product / service targets and standards.

How would you set targets for this program?

How would you monitor the progress?

Where would the standards be set?

4 Develop a Feedback Survey that can be added to the Sales and Marketing section of the Company’s Website with reference to Customer Service policies and procedures.

Explain how this would be used to improve the provision of products / services.

5 Decisions to overcome problems and make improvements to products / services are taken in consultation with designated individuals / groups.

With regards to the above Case Study to whom would you have consultation either individuals or groups

Why have you selected these individuals or groups and what can they offer?

6. In your report you must make mention of the adjustments to the process you would outline to add your strategy to the company’s policies and procedures and who you would need to include in this and why.

7. Research some of the successful strategies companies have run with to put their customers first and explain 4 of these? Example could be Rewards Points System.

3: The objective of this section is to demonstrate TLII5018 Manage customer service

1. List the relevant Legislations within your State / Territory and the sections that relate directly to Customer Service.

2 Why should we consult with others to enable this company to retain an excellent customer service?

3 How would you handle an unplanned situation that arose which increased the volume of customer inquiries?

4 What is the reason why mangers would monitor the activities that affect scheduling, time and quality standards?

5 How important are contingency plans to providing customer service, and in what situation would you need to revise them.

6 What type of reports would be commissioned to ensure that a company has continuous improvement with customer service?

 7 What operational structures would a company have in place to improve customer service and how would they achieve this?

 8 Why would a company solicit Customer Feedback, and what different forms could this take?

 9 Some companies don’t put their customers first. Explain the reasons this could be and the possible repercussions?

10 When dealing with Customer Service within the Logistics Industry which of the following Acts of Parliament should you take into consideration when planning policy?

  1. Competition and Consumer Act
  2. Shakespearian Act
  3. Trade Practices Act
  4. Fair Trading Act
11 Which of these Codes of Practice directly are of concern to the Customers in the Logistics industry?
  1. Manual Handling
  2. Spray Painting and Powder Coating
  3. Prevention of Falls in the Construction business
  4. Dangerous Goods Handling and Transport
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