Aus. Biz Coaching
Aus. Biz Coaching
Customer service report
Introduction
Include the purpose of report.
Include number of complaints and feedback on which the report is based and time period.
Analysis of feedback
Provide an analysis of feedback and complaints.
Identify key themes and issues.
Potential Actions to address
Provide an outline of potential actions.
Recommendations
Provide recommended actions, including order of priority. Make sure you include the proposal of a complaints register system and include details of how this will work.
Aus. Biz Coaching
Aus. Biz Coaching provides a range of business coaching services designed to help clients develop their business vision and achieve desired outcomes.
A range of business coaching services is available, including one to one coaching, one off strategy sessions and online group coaching sessions. The company also runs regular events and has a recently produced a book aimed at small business owners. For the purposes of this assessment, you are employed as a Customer Service and Administration Officer for the company who reports to the General Manager who is also a consultant (your assessor). Your main role is answering client enquiries, booking appointments, invoicing and processing orders and general administration duties. You are not allowed to provide advice to clients as you are not a qualified consultant or coach but communicate these questions to your manager and liaise back with the customer as necessary. Any requests for refunds or discounts must be passed on to your manager.
Today you have received enquiries from the following customers:
Jason Smith, CEO Oztech Electrics. Jason emailed you with the following information:
He is interested in obtaining business coaching for a range of areas including leadership, marketing and time management.
Jasons is an electrical contracting business. He has a small team of staff.
He has limited time and would prefer to be able to able to receive coaching for a limited time per week and preferably online.
He has a limited budget and wants to know if any discounts are available.
He is interested in starting coaching sessions early next year.
Samiya Santos. Samiya Designs. Samiya left a message via the online enquiry form.
Samiya left the message over a week ago and has now telephoned and left a message for someone to call her back.
Samiya has recently set up an online retail business, selling handmade designer clothes.
She is the sole business operator.
English is her second language and she is worried about understanding technical concepts.
She wants to book in for the one-to-one coaching sessions.
She wants an immediate appointment.
Her main area of interest is marketing, especially social media marketing.
Penelope Messlier. ArtLives. She has arrived at the office asking to speak with someone about organising a coaching session.
ArtLives is a collaboration of artists in the local community.
Penelope heads the business and is finding it difficult to communicate with the other business partners.
Penelope heard of Aus. Biz Coaching and would like to know more. She wanted to meet with someone face to face, however she doesnt have an appointment.
There are no consultants available to speak with Penelope.
Penelope attended the recent social media event and needs more understanding of social media and she thinks Aus. Biz can help her.
Penelope is French speaking with reasonable English communication skills.
She is getting agitated as she waits to be seen.
A list of services is provided on the following page.
List of Services
All services are to be paid by credit card or by direct bank transfer.
On confirmation of services, an invoice should be provided to the customer.
All invoices should be paid immediately to confirm services.
One-to-one business coaching
One-to-one business coaching is delivered over a number of sessions and is customized to meet a range of business goals, such as increasing business turnover, increasing profits, adding new products or services, working less hours or selling your business.
The initial meeting with you will last 1 to 2 hours. We will then develop a 90-day plan that includes 3 follow up sessions during this time, of 2 hours each.
We can provide ongoing mentoring following the 90-day plan. For example, a meeting every 2 or 3 months, of one to two hours, to discuss and monitor your movement forward. Coaching can be conducted face-to-face or online.
Cost: $3,000 with additional costs of $500 per meeting for mentoring.
One-off strategy session
The one-off strategy session is designed to focus on the key areas of business that need extra attention. This business strategy session provides clients with the guidance to boost business growth and success.
In just two hours, you will be assisted with getting clear direction and actions for the business that can be immediately implemented.
Coaching can be conducted face-to-face or online.
The intensive 2-hour session will give you a taste of what coaching can do for your business.
Cost $1,000
Online group coaching sessions
Based on meeting, working with, coaching and advising hundreds and hundreds of businesses and knowing what are the common success factors, Aus. Biz Coaches have put together an affordable course that provides and overview of business success principles and techniques.
Aus. Biz Coaches offers an 8-week online group coaching sessions to achieve this. The sessions are delivered over the Internet with interactive tools and participants only need to allocate one hour per week to transform their business.
Topics covered will include:
Setting the right goals for your business, including KPIs
Business success principles
Avoiding common mistakes
Maximising business returns
Creating more time
Attracting and retaining quality staff
Improving business communications
Attracting referrals
Generating more clients with low cost and no cost lead generation
Organising your team
Leading your team
Cost $1,300
Events
Ongoing events.
Price for all sessions is $295.00 per person.
1 February Business partnerships. 7.30 pm to 9.30 pm
The aim of this session is to provide you with information about business partnerships and whether to go into them.
2 AprilBusiness structure. 7.30 pm to 9.30 pm
This session aims to inform you about optimum business structures within your business, including how to form teams and what the optimal numbers within teams are.
3 JulyTalent management 7.30 pm to 9.30 pm
This session is aimed at assisting you to develop talented professionals within your organization and to implement formal systems of talent management.
30 October Business basics 7.30 pm to 9.30 pm
The aim of this session is to provide information about the foundations for business success, including how to generate leads, finding excellent staff and cash flow basics.
15 December Social media marketing 7.30 pm to 9.30 pm
The aim of this session is to provide information about social media marketing and how to harness its benefits to market your business and generate increased sales.
Publications
Solutions for Business Success (e-book)
This book is designed for small business owners.
Find out how to make your business a success with step by step instructions to achieve your business vision and goals.
A number of tools to assist with planning are also included, including a Business Plan template and profit calculator.
All files are sent to the client electronically.
Price $159.00
Communication Policy and Procedures
When identifying customer needs you must use effective communication skills. These are outlined as follows:
It is important to build rapport with a customer as it develops trust and can be beneficial if there are any issues with the customer, or when handling a complaint. Following are some useful skills that you can use to build rapport and relationships with customers:
Be polite
Be professional
Be understanding of diversity
Show empathy
Speak clearly
Use positive body language.
You must support inclusion and diversity in relation to individual differences and communication. In our organisation you must:
Modify the way we communicate, using inclusive language and not using jargon or slang
Adapt to different communication needs such as using body language and visual cues to support understanding
Speak clearly and at the right tone and pace for someone who has English as a second language or is hard of hearing
Listen effectively using appropriate eye contact, expressions and gestures
Using effective communication can help you confirm your understanding and help to clarify a customers needs. Use effective questioning and techniques such as:
Open-ended questions
Used to begin a conversation or to obtain more information about something the speaker has already said.
Example: What is your major area of concern?
Closed questions
This generally requires a one word or yes/no answer. Its good for confirmation.
Example: Have I spelled your name correctly?
Active listening skill means paying attention to the speaker both to verbal and non-verbal cues and are essential in relation to customer service. Therefore, use the following tips to support you during communications with colleagues and customers:
Facing the other person so they can read your facial expressions and you can see and read theirs.
Paying attention to the other person and avoiding distractions and interruptions focussing on what is being said.
Encouraging them to keep talking through a variety of strategies such as smiling, nodding, saying I see, Interesting or Go on.
Taking notes to demonstrate you are paying attention.
Leaning slightly forward and making eye contact to show interest.
Paraphrasing what the other person says to prove you have heard and understood.
Not interrupting.
Empathising with the other person factoring in how they are feeling as well as what they are saying.
Not being judgemental about what the other person is saying.
Factoring in their body language.
Face-to-face communication
The needs of various customers communication needs should be taken into account when planning communication.
Be courteous and always serve a customer who has come into the office before taking a call.
Try connecting any customers who come into the office with a consultant.
Always greet customers with Good morning or Good afternoon and ask how you may help them.
Record any communications with people who come into the office.
Email communication
All emails should be written as follows:
Write a clear subject line.
Use greeting and closing as you would in a letter. For clients, use their first name or Mr or Mrs if preferred. End the email with Yours Sincerely.
For staff, use first names and use Kind Regards in closing. Where the email is to all staff use Dear All.
Make the email easy to read. Use short paragraphs and insert blank lines between each paragraph. Use bullet points if applicable.
Keep the email brief.
Proofread the email. Run the spell check and check the document yourself too for spelling and grammar.
Telephone communication
The needs of various customers communication needs should be taken into account when talking over the phone.
Be courteous and always greet customers with Good morning or Good afternoon and ask how you may help them.
Record any messages on a piece of paper.
Reports
Must include clear headings, numbering and bullet points to provide clear communication of information and recommendations.
All documents must be proofread for clarity of meaning and accuracy of grammar, spelling and punctuation.
Customer Service Policy
All members of staff provide services to customers either directly or indirectly, and must meet the needs of customers in a professional and ethical manner with courteous and efficient service. This policy includes expected customer service standards.
Aus Biz Coaching is committed to:
Politeness: the use of good manners in all interactions
Responsiveness: meet agreed timeframes and follow up on all queries
Professionalism: being objective and knowledgeable and demonstrating integrity
Understanding: customers and their business
Confidentiality: respecting the confidentiality of customer information
Transparency: processes are clear, consistent, easy to access and documented.
General Principles
Demonstrate to the customer at all times respect, courtesy, patience, attentiveness, consideration and sensitivity that is appropriate to the age, culture and linguistic background of the individual or group.
Listen to what customers have to say and determine the exact nature of the request.
Respond to customer enquiries promptly and efficiently in a timely manner.
Act with integrity and honesty when dealing with customers.
Make every effort to see customers with appointments on time and advise if delayed.
Assist with further enquiries. A contact name, telephone number and an address is to be included in all written correspondence.
If unavailable or away from the office, return email messages promptly upon returning.
If away from the office for two or more days an out of office message is to be left on outlook and the telephone.
Provide the customer with advice and other information that is accurate, clear, concise, reliable and in plain language.
Take appropriate action and respond in accordance with organisational policies and procedures with minimal inconvenience to the customer.
Adopt fair, lawful and appropriate procedures when making decisions, carrying out activities and performing services.
Be sensitive to any language or other communication difficulties experienced by customers when providing advice and other information.
Be sensitive to any customers with disabilities when providing advice and other information.
Present a positive image of Aus. Biz coaching to the public.
Managing Telephone Enquiries
The following procedure should be followed for telephone enquiries.
Answer the phone in a timely manner. All telephone calls should be answered on or before the third ring.
Greet the client with Good morning or good afternoon, and then introduce yourself.
Be warm and friendly
Speak slowly and clearly
Be careful with language: slang or jargon is not to be used
Be positive and helpful: if you dont know the answer say that you will find out the answer and get back to the customer via telephone or email with the answer.
Give clear advice to the caller about when the caller can expect a response when calls cannot be fully responded to immediately.
Deal with customers calmly, courteously and patiently, even when the callers are angry, aggressive or distressed. Remain polite and seek help if necessary,
Prioritising customers
In order for operations to be as efficient as possible, Aus Biz Coaching prioritises customers using the following ratings:
Customers seeking an immediate appointment.
Such customer should be prioritised.
Customers phoning
Calls must be answered within four rings unless you are serving a customer face to face, where they will become the priority.
Emails
You must respond within one day of receiving an email.
Request for general information.
Requests for general information are important and should be responded to within 2 working days.
Dealing with complaints
Aus Biz Coaching staff are expected to treat customers with courtesy and respect at all times and to make every reasonable effort to address the customers needs even when the customer is rude or difficult.
If you are dealing with a verbal complaint:
Actively listen to what the customer is saying and repeat their concerns to make sure you are addressing the right issue.
Use calm, objective wording. For example, As I understand, you are quite rightly upset because your book did not arrive in the time we specified.
Respond to the complaint, providing an appropriate solution for the customer.
If you are dealing with a written complaint:
Reply back by email on the same day and apologise to the customer and present a solution. For example, you could offer a discount on a future service if you are authorised to do so.
If you cannot address a complaint, then this must be escalated to your supervisor. If your supervisor cannot provide you with advice on the same day, then let the client know you have received the complaint and you will be back in touch within two business days with a resolution.
Confidentiality and privacy
Aus Biz Coaching is committed to the protection of customer personal information. All dealings with customers must abide by the Privacy Act 1998 and the Australian Privacy Principles contained in the Privacy Act 1998 (CTH) except when qualified by any relevant Codes of Practice, and will underpin all matters related to personal information at Aus Biz Coaching. Aus Biz Coaching also has a Privacy Policy in accordance with that Act.
Feedback
Aus Biz Coaching welcomes feedback from all of its customers.
Aus Biz Coaching is committed to actively seeking feedback from customers. When a service has been delivered to a customer, they should be contacted by email to determine how satisfied they were with the service.
The email should thank them for using our services and asking them their experience with us. Ask at least four relevant questions relevant to the service they received. Questions should include, as a minimum:
Were you satisfied with the services provided to you? Why or why not?
Would you recommend us to others? Why or why not?
What aspect of the services we provided to you did you like best?
What aspect of the services we provided to you did you like least?
Do you have any suggestions for improvement?
However, if there were other aspects that you think feedback might be valuable on, include this in the feedback email. Do not include more than six questions.
Where the feedback is a complaint, this will be dealt with as per our complaints procedure.
Customer responses for AT2.4
Date current year Related to Feedback provided
July 15 Event Complaint: The workshop was not interesting or beneficial, customer requested a refund. Customer was named James Simms.
Outcome: Refund was not provided by manager as he had attended the event already. Email was sent to advise this was not possible but to apologise that he did not find it interesting.
July 16 One to one business coaching I benefitted a lot from the service but it was really hard to book in for an appointment as Bob seemed to be booked.
August 17 Publication Loved the publication, would be good to have more publications to read
August 31 Group online coaching Great sessions with Bob, but connection kept dropping in and out
September 9 Group online coaching I got a lot out of this but I think the groups need to be smaller so everyone gets a chance to speak. There also seemed to be a connection issue at times.
September 14 General Response to feedback email said that happy with coaching service but there were a few connectivity and sound issues at times.
September 20 Event arrangements I was unhappy with the food provided at the event - I asked for vegetarian food and this was not provided. A formal complaint letter was made by the customer named Ivy Holmes. Ongoing this is a very recent complaint and the manager is investigating currently.
September 21 Booking I wanted an immediate appointment and was told I would be contacted within 1 business day, it was actually 3 days which was disappointing.
