Case Study B - Delivering customer service

Plenty Products is an organisation that sells products to customers in-store and online. Its business plan is centred on providing customers with quick and easy access to its products.

Products are kept in stock and ordered in frequently; there is the capacity to store items in large quantities. In-store, there are friendly customer service staff who provide advice, information, and service to assist customers. Items can be bought and taken straight from the premises, or they can be delivered.

Online sales are processed and delivered within five days as standard practice, although there are occasions when this cannot be met, and customers are kept informed by email and text on the progress and expected delivery date.

Quality standards of service include:

To help the customer and accommodate their needs whenever possible

To provide a friendly, customer-focused service To provide information and advice about products to customers.

Short Questions (1 - 5 refer to case study B) Delivering customer service

1. A customer is buying a large item in-store; they require a quantity of ten. What should customer service staff do to ensure they are received safely?
2. A particular item has exceeded expectations, and stock numbers have reduced very quickly to twenty. What should you do?
3. An online delivery has been delayed due to transport issues. Instead of delivery in five days, this will now be seven days. What must customer service staff do?
4. For both in-store and online customer services, suggest how you could monitor staff performance against quality and delivery standards. (Provide two methods for each type).
5. A customer has used aggressive behaviour with a member of the customer services team because they have been unable to obtain a product they want to buy. (It is currently out of stock but will be available for sale again next week). The customer service team member must telephone the customer to notify them when the new stock delivery will be in. However, they are unsure how they should speak to them to provide this information; they are worried that the customer will be aggressive again. How would you support the team member to perform this telephone call?
6. In relation to your business industry, identify four strategies that you could use to monitor progress against targets and standards for products and services.
7. How would you use these in the workplace?
8. Discuss different strategies that you could use to obtain customer feedback on product and service delivery. Identify two strategies and, in your team, agree on how these would be used.
9. What principles should you follow to manage recordkeeping in business?
10. In relation to your business industry, what reports are generated in relation to customer services, and how are these managed? (Mention at least two types). How can you make recommendations?