Business Analysis : Workcover Queensland Service Divisions

* Suitable support for staff and managers handling difficult customers in line with company procedures, such as case conferences or guidance.

Customer service is a term which means a measure of how well products and services meet or exceed the customer's expectations. It is important to have this within a business as it creates a good relationship with the client and you gain their trust, It increase customer life time value and retains customers to stay with your company and have repeat sales. Having good customer service will also reduce negative feedback such as bad words getting around about the company.

My organisation’s mission is to provide an efficient and helpful service to all our customers so that our client base grows.

We serve customers in an extensive range of industries. Our customers include national retail chains, family owned retail stores, subdivisions, office parks, churches, municipalities, shopping centers, HOAs, schools, industrial facilities, apartment complexes, restaurants and condominiums.

This course focuses on services management in general and service operations in particular. It explores the elements that unite services, that differentiate service processes from non-service processes and that differentiate various types of services from each other. Customers generally participate in the service process, often with direct and uncensored interactions with employees and facilities. The resulting

Support services are the services a company gives the customer after they have purchased a product. These services are based off of the wants and needs of the customer and must evolve in order to be a part of the competition (Kotler & Keller, 2016). It is important for a company to pay attention to the wants and needs of the customers as those are the criteria they use to make purchasing decisions. Customers usually have three criteria they worry about when considering product support; reliability or failure frequency, downtime, and extra costs (Kotler & Keller, 2016).

In this partnership Ault Comp works with injured workers to evaluate their necessities so that these employees may return to work in a appropriate fashion. Furthermore, this organization is comprised of many levels and these levels address their clients’ needs to again, return to work. Ault Comps vision is to, “Be recognized as a leading Managed Care Organization (MCO) and be dedicated to a team focused approach to workers’ compensation managed care” ("Ault Comp MCO has combined 290 years experience", n.d.) Ault Comp MCO services include but are not limited to medical case management, reporting, employer/ employee education, Personal customer service. Each of these levels contain dedicated liaisons that continually monitor clients once they return to work. Each of these levels want to work in conjunction with each other to create a positive and safe work environment for those injured worker’s environment.

Will ensure that all parts of our business work together cohesively to deliver customer-centric outcomes to support the initiatives in our Future Strategic Business Plan.

Our highly experienced staff understands the importance of providing ongoing support to each client with whom we work. That's why we provide:

The aim of this report is to evaluate how Employment services Queensland Proprietary Limited is operated. The information that was received originates from Mr. Chris Hamilton who is the Chief Executive Officer in the business. In the report it will cover the Organisational structure, decision making, SWOT, Management Functions, Change Management and the Management Style of Chris Hamilton.

on that promise with its dedication to 24/7 customer service. To creation of cutting-edge software

our company by providing our customers with ‘one stop’ shopping for our ‘do-ityourself’ retail customers and our ‘do-it-for-me’ customers.”

Services are provided by highly qualified, cooperating with each other, mutually respectful and stable staff,

Analyze the workplace information and data given in the case study complying with company’s ‘Customer Service Policy’ and relevant legislations in Australia. Make a report of your findings.

Leading the industry by providing personal, honest and effective service that results in an advantageous business relationship with our customers, partners and suppliers;