BSBOPS404 AT3 customer_service_plan_final

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Murdoch University *

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BSB40120

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Information Systems

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Apr 3, 2024

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docx

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Uploaded by DoctorHummingbird4162

CBSA Customer Service Plan Template CBSA C USTOMER S ERVICE P LAN Overview The goal is to improve customer service to an outstanding level by implementing two customer service strategies to increase positive customer feedback C BSA Organisational Objectives  To improve on staff’s customer service  Develop marketing material that talks about the value for money of our products. Customer Needs Financial Services 1. Budgeting 2. Payroll 3. Accountancy 4. Bookkeeping 5. Financial Planning Training Services – Training Program to help staff improve their efficiency and productivity Customer Satisfaction Performance The latest customer satisfaction results inform CBSA about how satisfied the customers are with the products or services and capabilities. The results of ratings and feedback regarding the level of customer satisfaction will help us to improve the services or products. These were the survey results from the latest customer satisfaction performance report 1. How satisfied were you with the overall service provided? Rating: 4 The overall service provided by CBSA was Good. This suggests CBSA still need to understand more about the needs of customers and requires improving the delivery of services, in order to get a customer’s rating to “Excellent” (5) 2. How well did the service meet your needs? Rating: 3 This suggests that CBSA is lacking more services or it needs to offer specific services to meet the needs of the customer in the future. 3. How happy were you with the honesty and openness of the staff members, you dealt with? Rating: 2 The result indicates staff needs to improve on their communication in interacting with the customer. Business Services BSBOPS404 AT3 CBSA Customer Service Plan Template (0921)

4. How would you rate the likelihood you would like to utilise our services in the future? Rating: 3 The rating indicates that CBSA need to improve or offer new services in order to increase the quality of services provided to customers. 5. How would you rate the value for money for the product? Rating: 2 The rating shows the customer sees poor value for money in exchange of the product. This implies that CBSA must provide more needs to be spent to achieve the expected outcomes. Number Rating Guide Customer ratings from 1 to 5 to indicate the level of quality of service performed. 5 = Excellent, 4 = Good, 3 = Average, 2 = Poor, 1 = Terrible Proposed Customer Service Strategies The two proposed customer service strategies are: 1. Staff Training – Training will consist of online training and a workshop requiring a training instructor This will involve learning new skills in communication and customer service, that staff requires. There will be central focus on developing effective communication skills as core of exceptional customer service skills including communication, empathy, patience and consistency as well as adaptability. Benefits The benefits of providing staff training are increased productivity, stronger business and brand reputation, increasing knowledge, gain or enhance new skills, higher engagement levels and efficient staff and resource management. In short, it adds values to the employee’s life cycle and job satisfaction. 2. Marketing – The focus is on emphasizing the value of money for using our services offered by CBSA. This will be achieved by producing materials to provide more details of our service and utilising digital marketing. Extra budget is required. Benefits The benefits of the brochures and digital marketing will increase visibility to CBSA’s products and services, reaching a larger audience, will help build a stronger brand recognition, engage customers through various channels, fostering interactions and building relationships, better understanding the market and increase sales growth *********** Implementation plan Training Program – The program will focus on training staff to improve on their gap skills such as communication, customer engagement, and overall sales performance. Workshop – Three working days per week for one hour each day The duration of the workshop will be one month, requiring a training instructor within the organisational’s premises. The training instructor will be internally sourced from CBSA’s training Business Services BSBOPS404 AT3 CBSA Customer Service Plan Template (0921)

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