Reference no: EM132632158

BSBCUS501 Manage Quality Customer Services

Case Study:

AET TRANSPORT PTY LTD COMPANY PROFILE

AET Transport Pty Ltd. was founded in 1997 by Fred Bingle of Melbourne, Australia. AET's first truck was a 1982 International Acco 1950C Table / Tray Top which supplied Coulee Agro, a local fertilizer company with bulk fertilizers, chemicals and anhydrous ammonia. A 1988 Mitsubishi and a pinstriped Kenworth T950 formed the original fleet of three.

The newly formed company quickly achieved its goals through long hours and hard work. Early on, drivers were responsible for servicing and cleaning their trucks and on occasion could be seen sweeping out a 53-foot trailer as well. This type of determination and their commitment to customer service quickly captured the attention of other businesses as well. AET Transport expanded from three to eleven trucks in just over a year as their reputation continued to grow.

In 2004 a successful land deal allowed the company to establish operations at its current location in Laverton. In 2005, a 7500 square foot state-of-the-art warehouse facility was added to the existing site and within two years another 3200 square foot expansion completed the current warehouse as a distribution. AET Transport provides services in cross docking, temperature controlled storage and distribution of chemicals.

Their focus on teamwork continues to satisfy new customers with effective supply chain management that consistently delivers on time. AET Transport's team uses cutting edge logistics to track inbound and outbound shipments for over 100 reputable companies in Victoria and New South Wales.

AET Transport is now a medium sized business that operates a fleet of over 50 Prime Movers and Trailers ready to leave on a moment's notice. AET Transport has rental and lease agreements with some of the largest trailer leasing and rental companies in Australia as well. With numerous trucks and trailers at their disposal they can pick up and deliver to Victoria, New South Wales, ACT, Queensland, South Australia and Western Australia. Their dry van and refrigerated service can accommodate the most demanding customer.

AET Transport takes pride in safety and compliance. Thoroughly trained employees certified in the transportation of dangerous goods, the handling of hazardous materials and a zero tolerance for drugs and alcohol are just some of the mandatory programs that create a safer workplace for everyone.

As a growing company in a thriving country, AET Transport shares Fred Bingles commitment to small city personal service and a quality work ethic as the key to their success.

Assessment Task 1

You have recently been employed with AET Transport as the Customer Service Manager. Your role was created to address the gap between AET Transports mission to provide quality customer service, and their actual un-organised / informal process for working with customers. Your first task in this role is to develop and formalise AET's Customer Service Strategy. In undertaking this task, you are to:

Develop a Customer Service Strategy that includes the following:

Trainer's notes: Students please check the references in the index for extra resources to help you answer these questions.
a) Internal customer requirements

Identify first your internal customers at AET Transport

Will be conducting a review on the following position descriptions to include customer service standards:

Performance review process

While working at AET Transport the following key performance indicators will be as follows:

• Works very well with clients as well as all staff members
• Has a very warm rapport with everyone she comes in contact with

Reward and Recognition

If a employee goes above and beyond providing excellent customer service to internal customers they will receive

b) External customer requirements

Identify first your External customers at AET Transport

While working at AET Transport the following key performance indicators will be as follows:

• Works very well with clients as well as all staff members
• Has a very warm rapport with everyone she comes in contact with

Reward and Recognition

If a employee goes above and beyond providing excellent customer service to external customers they will receive

Create a list of external customer requirements, this could also be part of the code of conduct with working with external customers, for example creating a code of ethics for your employee's when dealing with external customers making sure the right behaviour will be followed.

Insert answer between 100 to 300 words for your answer

c) Customer service standards, policies and procedures and how they will be implemented

At AET Transport all our employee's whether our frontline drivers, or call centre staff we will:

• Treat you with courtesy, respect and understanding.
• Be clear on what we can and can't do.
• Make it as simple as possible for you to deal with us. • Provide skilled and professional staff.

At AET Transport all our employee's when dealing with our customers you shall receive the following service

• Being on time and prepared for face-to-face meetings.
• Responding to all emails and correspondence within 10 business days of receipt.
• Parcel deliveries arriving on time

1. Write the policies and procedures for the company's Customer service standards

2. Explain how these policies and procedures will be implements

d) Handling customer complaints - PowerPoint slide 6 and 7

AET Transport has a strict guide to follow with complaint handling

Whether you're a driver or working in a customer service complaints centre when handling complaints the following steps must be followed:
Step 1: Dig deeper by asking the right questions
Sometimes the customer maybe to angry when you receive a call always follow the following steps for clarification on the matter:
• Could you provide another example please?
• What do you mean please provide more details on the parcel, assignment number name and or address of the customer?
Step 2: Identify the type of customer you're dealing with
Step 3: Respond to the customer quickly
Step 4: Present a solution, and verify that the problem is solved
Step 5: Log the complaint so you can track trends

e) Resources you will require

AET Transport is increasing growing at a rapid pace we are striving to implement modern technologies to track our packages for our customer base.
f) Includes a roll-out and implementation process
g) Long term and short term plans for monitoring the achievement of customer service objectives

Project Assessment Task 2

Project:

AET TRANSPORT PTY LTD CUSTOMER COMPLAINT

Whilst evaluating the quality of service provided by AET Transport, you notice a decline in return work from 3 of your major clients. You do not know why this is the case, and whilst the impact may be due to economic conditions, you go to investigate the reasons.

After contacting all 3 clients, it becomes obvious that the deliveries are not being made within the accepted timeframe required by the customer. The delivery time seems to vary between 1-2 days for the same load, going to the same destination. You notice that you use the same driver for these 3 companies.

Write a Report including the following:
a) Outline the process you would follow to investigate the cause of the customer dis-satisfaction - include the different strategies of getting customers' feedback
b) Identify five (5) possible reasons why the driver is not performing to the expected company level
c) What actions would you take as a result?

Assessment Task 3

Question 1. Provide a step by step process on how you would deal with customer complaints.
Question 2. Describe the five elements of quality service and provide an example for each element.
Question 3. Identify 6 different customer needs, and how you can address them.
Question 4. How do consumer protection laws affect your company?
Question 5. Outline and describe what is meant by Anti-discrimination, and how it would affect your role as a customer service manager.
Question 6. What are the National Privacy Principles and how can you ensure you are compliant?
Question 7. In terms of privacy what is considered "Personal information"?
Question 8. How do industry codes of practice affect your role managing customer service?
Question 9. What do you understand by the term "Public Relations"?
Question 10. Define Product Promotion.