BSBCUS403B Implement Customer Service Recommendations Report

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Customer Service Recommendations Report Executive summary The purpose of this report is to analyse the customer service system employed at West Dealership of Melbourne Car World. It should be noted that performance management has not been carried out so far this financial year which has no doubt prompted, at least in part, this investigation and the following report. The first quarter data of the 2012 financial and all data available pertaining to customer service operations will be considered. 1 Introduction 1.1 Purpose The purpose of this report is to analyse the customer service system employed at West Dealership of Melbourne Car World and make recommendations for systematic improvement to standards. 1.2 Scope Recommendations to be…show more content…
2.2 Performance Management One of the key elements of our customer service system the use of scorecards and regular performance management as outlined in the performance management policy. In addition to this customer feedback and sales data are reported to senior management quarterly. It is therefore extraordinary that the balanced scorecard report shows our staff is unaware of the performance management system and therefore has no idea of the organisations strategic direction or the way in which the organisation wants them to go about making their sales targets. In fact the sales team believe that the only important measure of performance is sales. This is not in keeping with the overall view held by senior management and contrary to guidelines set out in the customer service system. 4. Conclusion After investigating all available data it became apparent that although the organisation has a customer service system, it seems to get ignored. Staff is unaware of it and senior management don’t seem to be monitoring it closely. No performance management has been completed this quarter nor does it appear that it has ever been completed which clearly shows that sales and customer service team leaders are not conducting required performance management. Performance data is being collected but no action is being taken to address

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