Assessment Task 2 Written Report.docx

Assessment Task 2 Written Report Introduction This report is written with a view to discuss the performance of the team of customer service in Australian Hardware. There are various problems which are found in the performance of the team of customer service from the last few months of customer service. The various causes of customer shortfalls are also determined in this report to inform you about the performance. Some of the solutions to the problem occur are also determined in this. Customer Service Team Performance From the last few years, the performance of the team of customer service in Australian Hardware has lowered down as the customers are complaining about the delay in delivery by employees. The customers service department are not working in the direction of the company’s policy of providing the frequent service to the people or the customers of the company. The services are not satisfactory as the product’s delivery is also not efficient. The dissatisfaction of the customers is influencing the customer’s loyalty and they are facing problems in maintain relations with the company. According to the customers, the service of the company has been delayed and not prompt. This provides the problem to the company in remaining on the policy of being prompt on the services. The several misunderstandings with the customers are also noticed in the last few months which is affecting the relations with the customers. Causes to the Service Shortfalls There ae certain causes or the reasons which are found for the service shortfalls which are1. Delivery of wrong product 2. Misunderstanding between customers and employees 3. Unfollowing the policies and the procedure of the company of being friendly to the customers. 4. The delayed services and replies to the customers. 5. Argument with the customers. Solutions to the Problems There are various options through which the problems can be identified and solutions can be provided to the problems occurring in the customer service. These problems can be resolved with the proper training of the employees. The customer response must be provided with excellence. The patience in the customers must be developed in the nature of the. The various solutions could be: 1. Proper training to the customer service team to deal with the customers. 2. Prompt replies on the telephones or emails. 3. Note the problems to avoid misunderstandings. 4. Note down the orders to avoid wrong information of the order. 5. Prompt delivery and availability of the products within 3 days. 6. Tracking system must be installed in the company for the products.

Recommendations The recommendation can be made from the above is that due to the various delays and the problems in the services, the list of the customers are getting short and this is destroying the image of the company. The various problems must be considered and the solutions to the problems must be implemented. The delay in the delivery revokes the policy of the company of providing the products in 3 days. To maintain the company policies and guarantees the company must ensure the tracking system of the products so as to deliver the products within 3 days. Recommended E-mail From: Australian Hardware Subject: Sorry for the inconvenience Respected sir, We are very sorry for the inconvenience you faced because of us. There was some misunderstanding with our customer’s support department in understanding the problem. The delivery was guaranteed within 3 days and we apologise for the delayed delivery. The product which was wrongly delivered will be soon replaced within 24 hours and the next delivery of the correctly ordered products will be provided within the next 2 days. For avoiding these problems in future we are installing the tracking systems for the products soon. These systems will be available to you hand and in company also. With this, the products locations could be tracked. For any further issue of problem, you can contact to our customer support team anytime as we are available 24 hours for your service. Our customer happiness and satisfaction is our main motive. We will never give you a chance of complaint in future. Our customers are valuable. Thanks for shopping with us! Regards Australian Hardware