Task 2 - Part B.docx - GREENWICH MANAGEMENT COLLEGE CUSTOMER SERVICE REPORT FOR COFFEVILLE Carolina Pasini 2019 Table of Contents 1 Introduction.3 2

Task 2 - Part B.docx - GREENWICH MANAGEMENT COLLEGE...

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GREENWICH MANAGEMENT COLLEGE CUSTOMER SERVICE REPORT FOR COFFEVILLE Carolina Pasini 2019
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Table of Contents 1. Introduction .......................................................................................................................... 3 2. Organisational structure and operation ................................................................................ 3 3. Organisational needs and priorities ...................................................................................... 4 3.1. Company’s strategies .................................................................................................... 4 3.2. Principles of customer service ...................................................................................... 4 4. Future directions for customer service strategies ................................................................ 5 5. Changes in customer service ................................................................................................ 6 5.1. Train personnel on customer service policies ............................................................... 6 5.2. Record customer data appropriately ............................................................................ 6 6. Recommendations for delivery service improvement .......................................................... 6 6.1. Not offering future provision ........................................................................................ 7 6.2. Always offer the delivery to two days more than real .................................................. 7 7. Customers’ feedback monitoring ......................................................................................... 7 8. Schedule ............................................................................................................................... 8
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1.Introduction Coffeeville can only succeed with the patronage of customers, and in particular, repeat customers. As a result, taking care of our customers is our highest priority. Procedures outline how to perform customer contact duties to achieve the standard of customer service required by our customers. In order to ensure customer satisfaction, Coffeeville requires quarterly monitoring and reporting of customer service performance. Results are used for continuous improvement. Results of the last quarter shows that 35% of our customer are not satisfied with our customer service, which is a large number for our expectations. We want to bring it down to at most 15%, given that, also according to this survey, 85% of our customers feel that the service is as important as the product’s quality. Considering this all scenario, a few changes in the customer service approach has to be discussed and implemented in order to improve its quality. 2.Organisational structure and operation The company operates in different regions of Melbourne and its management is divided on two regions, east and west. For each region there is one director focused on the operation and another focused in customer service. The director focused on operation is taking care of the payments, storage of coffee beans, quality of coffee, provision, etc. The director focused on customer service is taking care of the sales per representative, clients’ data, customers’ feedbacks and complaints, etc. The structure is adequate to what the company is proposing. One director is enough to take care of the all east side and another for the west side of the city. They respond to the Sales and Customer Service General Director and, together, they analyse the performance and trace plans to improvement. Also, it is important to underscore that this report is a initiative of this group, which is always willing to perform better and better on customer service matters.
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3.Organisational needs and priorities What Coffeeville needs now is to improve the feedback of the customers by enhancing the quality of the customer service. It has to be made by evaluating personnel’s deliverables and by
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