Write a customer service analysis Review all of the following documents:
Customer Emails and
Responses sent by the customer service staff.
Customer Service Policy and Procedure.
Ozhouse Clean List of services
Review the information given on delivery of company services according to quality and delivery
standards. Check whether the response times for the delivery of quotes is in accordance with timelines specified in the Customer Service Policy and Procedures.
Check whether the information provided within the quote is correct as per the Ozhouse Clean List of Services.
Make notes on variances in response times or correctness of information. This information will need to be shared at the meeting with staff.
Identify and make notes on actions to address identified issues with response time or correctness of information to discuss with the staff member at a meeting. This should be both immediate action/s or actions to be completed over a period of time.
This review will help you determine whether the information contained in the quotes is correct and has been sent to customers according to the required timelines.
Your analysis should be about one page.
Conduct service delivery analysis meeting
Meet with your customer service team (your assessor) to:
Outline response timelines and information requirements as included in the Customer Service Policy and Procedures and List of Services.
Explain any variances identified through your review of the email correspondence.
Outline your proposed actions.
Open the meeting to discuss your proposed actions.
During the meeting, demonstrate effective communication skills including:
Speaking clearly and concisely
Using non-verbal communication to assist with understanding
Asking questions to identify required information
Responding to questions as required
Using active listening techniques to confirm understanding
Send an email to the customer service team (your assessor).
Following the meeting, you are required to send an email to the customer service team,
summarising the meeting outcomes, as well as all agreed actions.
It should summarise any adjustments that you intend to make to the customer service standards in light of the information given by the team during the meeting.
The text of the email should be in grammatically correct English, written in an appropriate (polite, business-like) style.
It should introduce and summarise the contents of the attachment. Attach your customer service analysis to the email.
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