AET Company: Manage Quality Customer Service

Introduction

The company aims to ensure that customers expect and get speedy and reliable services. Therefore, it embraces teamwork as part of its organizational culture. AET maintains a large number of trucks and ensures they are all in a good condition. It operates in an agile way, such that it is comfortable responding to low demand tasks and service large transportation needs at a moment’s notice. Moreover, the company has an elaborate network that ensures there is sufficient capacity at its main service provision centers to allow rapid delivery to Victoria, New South Wales, ACT, South Australia, Queensland, and Western Australia.

Detailed response for the process to be followed when creating customer service strategy

The process will begin with the identification of needs, followed by mapping out the needs in relation to the available resources and present objectives of AET. Thereafter, there will be a briefing meeting for all employees to commence the strategy creation process.

Haven’t Found The Relevant Content? Hire a Subject Expert to Help You With
AET Company: Manage Quality Customer Service
Post Your Own Question And Get A Custom Answer
Hire Writer

There will be training to educate employees on the importance of high standard services to ensure that the company succeeds in meeting its customer service objectives because the employees will be in direct contact with the clients. An additional step will be to provide adequate communication regarding the core principles and values of customer service at AET. It will include charts, signage, and meetings.

The third step will be to ensure that only employees with strong customer focus serve in customer contact positions. When employees know what to do and how to do it, the next step is to give them the necessary technologies, such as a capable customer relationship management, and to empower the frontline staffs to make a number of decisions that can drastically reduce customer inquiry response times.

Customer Service Strategy

Aim

AET seeks to maintain a customer satisfaction rate of 90 percent of all transactions (Cook 2011).

Internal customer requirements

The staffs at AET provide and receive services. Therefore, the company will meet the needs of its workers at all company levels, before embarking on satisfying the needs of its external customers. Here, the company strategy will be to ensure that all departments consult with workers when they are delivering services to external clients (Hill, Roche & Allen 2007). Resultantly, there will be enough communication on the needs of the employees, especially on training, personal development and equipment support, which are all requirements for adequate service provision to external customers.

The company will establish staff networks and internal customer service agreements to ensure that every employee receives support at group and personal levels in the formal and informal business structures. The company will also come up with a cross-team service improvement group to coordinate activities and improvement efforts for different employees (Cook 2004).

External customer requirements

Regarding the external clients, the strategy is to come up with a customer experience framework. Engagement with customers at all times will undergo evaluation based on AET’s promise to customers. The company promises to offer a superior expertise, maintain a high-performance culture, provide customers with value for money, stick to the defined customer expectations and commitments, and provide uncompromised safety of goods in transit.

The customer policy will compel employees to maintain clean environments in both the company and its vehicles to ensure that both internal and external customers have a safe operating environment to sustain good relations. Moreover, the company will set up simple, but rapid feedback channels so that relevant departments can act on issues raised by all the customers. Additionally, employees will remain connected to the company’s communication channels when they are on duty so that they can respond to customers wherever they are.

Customer service standards and procedures

Currently, the company does not track complaints. The new strategy will have all feedback followed and filed so that there will be weekly and monthly reports that will allow the company to monitor its customer service progress. With the new initiative, the objective will be to reduce complaints by 5 percent in the first year of monitoring and by a similar percentage in the second year. Therefore, AET will provide additional feedback channels, mainly using Internet networks to allow the customers and company representatives to interact without response delays.

AET will recognize that customers’ responses are critical to the development of its customer service strategy. Therefore, in addition to formal feedback, employees will be encouraged to pick customer feedback informally from conversations and observations. The feedback will include the way customers make their orders and confirm deliveries (Wisner & Stanley 2008).

The process of handling complaints and grievances

Employees will accept all allegations from customers and promise to respond within two days of reporting. The company will act on each complaint individuals, but file the information for future interpretation of trends. Repeat complaints and grievances will qualify a customer for a charge-back award.

Required resources

The company will require smartphone applications. It will have to develop social network profiles to connect to customers. It will also need a customer relationship program that handles both offline and online interactions. The company will invest in additional maintenance services to ensure company assets are in a good condition, especially assets used to offer customer service.

It will invest in partnerships with cleaning and supply companies to ensure service delivery is not jeopardized. The company will come up with customer loyalty schemes and have integrated communication systems that automatically capture employee and customer information to help in the present and future service delivery (Goodman 2009).

Roll out and implementation process

In the short-term, the AET will put guidelines for best practices and come up with an employee reward scheme. The online feedback channels and the monitoring of customer complaints will commence upon the enactment of the strategy. Other suggestions that do not require significant capital investment will also be implemented in the short-term.

Meanwhile, the firm will commence negotiations with its service providers to develop joint service charters and acquire a robust customer relationship program. These plans will materialize in the medium to the long-term. The current initiatives will rely on the existing resources. It will then gradually migrate to new technologies when employees receive adequate training on the use of the new technologies.

Long-term and short-term plans for monitoring achievement of aims

AET will seek accreditation that promotes customer service quality. All business units will have semi-annual customer satisfaction surveys. Employees and external customers will have special occasions where they will meet managers in open interaction. This will aid customer feedback analysis and increased employee or customer and company relations that will be done by software in real time to generate monthly reports.

Evaluation of the effectiveness of plans

Most customers first interact with the front office and call center employees before dealing with the drivers and movers. Therefore, empowerment of employee abilities will have a positive effect on overall service delivery. The use of surveys will provide formal incentives for employees to remain committed to work.

Conclusion

The customer strategic plan will allow AET to offer specialized services to meet the needs of particular customers requiring more than typical transport services to a desired destination. Its employees will be the main brand ambassadors contributing to customer satisfaction through their work ethic.

Reference List

Cook, S. 2004, Measuring customer service effectiveness, Gowers Publishing Limited, Hants.

Cook, S. 2011, Customer care excellence: How to create an effective customer focus, 6th edn, Kogan Page, London.

Goodman, J. A. 2009, Strategic customer service, Amacom, New York.

Hill, N., Roche, G. & Allen, R. 2007, Customer satisfaction: The customer experience through the customer’s eyes, Cogent Publishing Ltd, London.

Wisner, J. & Stanley, L. 2008, Process management: Creating value along the supply chain, Thomson South-Western, Mason.

MyhomeworkGeeks
Calculate the price of your paper
Pages (550 words)
Approximate price: -

Why Hire a Professional Essay Writer from MyHomeworkGeeks

Quality Urgent Essays

Domyhomeworkk online platform provides the best essay writing service ever received elsewhere, thanks to our professional essay writers. Experience gained in the 10+ years of being in the assignment writing industry is also an added advantage.

Professional and Experienced Academic Writers

A lot is done to maintain us as the best essay writing service provider. Besides owning a degree from a recognized university, a writer must pass the rigorous tests we take them through before they are considered eligible to offer urgent essay help on our website.

Affordable Urgent Assignment Help

Who said a reliable website should not be cheap also? While it is human nature to associate prices with quality, that does not always work. At domyhomeworkk.com, we guarantee you cheap and urgent essay help without compromising the quality.

24/7 Available Urgent Essay Writing Service

Whether it is a ‘write my essay for me cheap’ or ‘edit my essay’ order you want to request, always feel free to reach us at any time of the day. Our experts work in shifts to ensure that you access urgent essay writing services at any time of the day.

Plagiarism Free Essays Online

The punitive measures that come with plagiarized content are so harsh, and we understand that. We consequently ensure to write each client’s papers from scratch no matter how urgent the essay is. To acknowledge borrowed content, our quick writer references and cites the work.

Wow Customer Support 24/7

Our support agents are available 24 hours a day 7 days a week and committed to providing you with the best customer experience. Get in touch whenever you need any assistance.

Try it now!

Calculate the price of your order

We'll send you the first draft for approval by at
Total price:
$0.00

How it works?

Follow these simple steps to get your paper done

Place your order

Fill in the order form and provide all details of your assignment.

Proceed with the payment

Choose the payment system that suits you most.

Receive the final file

Once your paper is ready, we will email it to you.

Our Services

So much stress and so little time? Take care of yourself: let us help you with your tasks. We offer all kinds of writing services.

Essays

Custom Essay Writing Services

No matter what kind of academic paper you need and how urgent you need it, you are welcome to choose your academic level and the type of your paper at an affordable price. We take care of all your paper needs and give a 24/7 customer care support system.

Admissions

Admission and Business Papers

An admission essay is an essay or other written statement by a candidate, often a potential student enrolling in a college, university, or graduate school. You can be rest assurred that through our service we will write the best admission essay for you.

Editing

Editing and Proofreading

Our academic writers and editors make the necessary changes to your paper so that it is polished. We also format your document by correctly quoting the sources and creating reference lists in the formats APA, Harvard, MLA, Chicago / Turabian.

Coursework

Revision Support

If you think your paper could be improved, you can request a review. In this case, your paper will be checked by the writer or assigned to an editor. You can use this option as many times as you see fit. This is free because we want you to be completely satisfied with the service offered.

Have a homework question? Get help from verified tutors now!