Task 3

Customer service
analysis report

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Contents
CUSTOMER SERVICE ANALYSIS REPORT ....................................................................................................... 3
Introduction .............................................................................................................................................. 3
Analysis ..................................................................................................................................................... 3
Actions to take .......................................................................................................................................... 4
Overall ....................................................................................................................................................... 5
Recommendations .................................................................................................................................... 5

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CUSTOMER SERVICE ANALYSIS REPORT

Introduction
This report includes the whole analysis of the staff performances in terms of customer service in detail
and in the body of the section there are actions that needs to be taken to counter the problems and
issues of the problems identified. The actions are divided in those that can be taken immediately and
the actions that requires a lot of time.

Analysis
Analysis of emails responses

Emails have been responded appropriately with a very professional and polite tone which fulfills the
quality and policy of the company.

Service quality

Service timings

Email received Response time Variance Comments

3rd February 6th Feb 3 days It needs to be decreased
further. Not according to
company claim
8th Feb 12 Feb 4 days Not in accordance to the
company’s policy and
procedures

Correctness of information

The information was delivered correctly via emails

Variances in the email responses

 Yes I observed there was a lack of polite professional apology to the customers
 They should have been more precise like the information should have been provided in bullet
points to separate the points with some discounted offers

Cordinationation of the staff with each other and with the customers

Coordination of the staff with each other needs to be settled a bit more this will make a strong
impression among customers.

But still there is a lacking of apologies in email. There should be an apology for replying late in a
professional manner to put forward an impression that the service cares for its customers.
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Response timeline
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  All work is backed up at 24 hour guarantee. Customer can notify the company of any work that
is not up to their expectations within 24 hours. And we will revise it free of cost.
 Timely phone answering within 4 rings.
 Give clear response to the caller about when the caller can expect response which will be with In
one day
 Customer will be contacted within 3 days of any complaints after a proper procedure.
 Email will be responded with in one day
 Written mails will be responded within 3 days

Information requirements

 Deliver information to the customer in a clear, concise, correct way and all the info provided will
be correct and in a plain simple language.
 Present a good image of the company to the customers.

Actions to take
Immediate actions

 People are generally happy when a service or product meets their expectation, one that was
specified by the company itself. As an example: Internet company ozhouse advertises delivery of
orders within 48 hours. If 100% of orders arrive within the 48 hours, 100% of customers will be
happy with the service. However, companies don’t want “happy customers”, they prefer
ecstatic customers.
 Hiring of well-trained sales marketing person especially those who are replying to emails
 Making the culture email replying prompt so it will create an impression of fast service in the
cunsumers mind
 Advertisement
 Completion of marketing strategy by the staff
 Sales competition among the staff this would promote a healthy competition among the staff
members.
 Promote bonus culture
 Making people aware through campaigns that the services of cleaning offered by ozhouse is
environment friendly and reliable
 Ending tag line in the last of email that provides an idea that “the company cares or its
customers”

Actions to take place over a period of time

 Training of the staff, whether a staff member comes into contact with customers or not, the
level of training they have will become evident to all who deal with that company. For example,
a food server in a canteen should know the ingredients of every dish so that they can answer
questions concerning food allergies – remember that staff are customers too, and happy staff
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make for happy customers

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Overall
Variances in record timings are significant, email responses need to be delivered on time. However staff
needs to be well informed to meet the customer expectations. To improve the customer service staff
attitude training needs to be done that would require a lot of time.

Recommendations
1. To achieve that, company needs to exceed their promise of 48-hour delivery by a consistently
shorter delivery time (as identified by company staff themselves), say 24-36 hours. Now they
have exceeded customer expectations (as long as they haven’t changed their advertised delivery
time), which means the customers are more than satisfied with the service, i.e. ecstatic
customers.
2. Proper tagline with logo signature in emails.
3. Start with an apology if its late
4. Offer discounts, for the regular customers

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