Reference no: EM132749649

Carefully read the following:

Ozhouse Clean is a cleaning services company based in Melbourne. The company offers professional, residential cleaning services, including regular home cleans, as well as spring cleans. .

The company's mission, vision and values as follows:.

Mission

Ozhouse Clean is committed to providing the highest quality residential and commercial cleaning services available by exceeding the expectations of our clients.

Vision 

We are constantly working to establish ourselves as the most respected and sought-after contract cleaning and facilities support service in Melbourne. 

Values

Respect: taking time to understand and value each of our customers and respecting their choices.

Responsibility: acting with integrity towards our staff, our customers, the community and the environment.

Caring: a duty of care for our staff, customers and the environment.

Excellence: to always look to provide the best quality experience with regards to our cleaning and our customer service.

Integrity: to act with honesty, openness and do what we say we will do.

Innovation: to be industry leaders.

Objectives

Our key objectives and that are fundamental to our business in delivering world-class cleaning and customer service, are as follows:

· Provide our customers with a professional and friendly service.

• To increase the number of clients by 10% each year.

• Meet or exceed the expectations of customers.

• Implement best practice in cleaning operations, including environmentally sustainable practices. 

Currently 70% of the company's customers are residential customers. Most of these customers are full-time workers, needing cleaning services because of their busy lifestyle. Most customers use regular cleaning services (either once a week or twice a week for 3 - 4 hours). 

The company also has a small number of commercial contracts for cleaning. Generally, these involve cleaning staff going in each evening for 2 hours to clean the office. 

Regular services are priced at $35 per hour and the market is very sensitive to price and quality of service delivered. 

The company does not currently have a customer service strategy. As part of the current strategic planning process and overall drive to achieve excellence within the company you, as the Operations Manager (responsible for a team of staff including call centre operators and the cleaning team), have been tasked with the responsibility to develop a customer service strategy and a customer service charter that aligns with the company's strategic plan mission, vision and objectives. All customer services strategies need to be implemented during upcoming year and a priority assigned. 

The management team has developed a key principle on which the customer service strategy is to be based: 

We listen to our customer, understand their needs and deliver services to meet these needs. 

The management team has advised that all strategies must come from that principle and that strategies must also address (but not be limited to) the following key areas:

• Staff training: currently staff are not trained in customer service

• Customer feedback mechanisms: there are no formal mechanisms in place for customers to provide feedback

• Quality and consistency of service provided: while the company does not receive many complaints, most of them relate to customers being unhappy with the level or detail of cleaning provided. A quality assurance mechanism needs to be in place to be able to check that the cleaning completed will be satisfactory to the customer. This is currently not in place. 

• Development of a customer service charter: the company wants to tell customers about what they can expect, how they can provide feedback and the complaints process. 

ANSWER FOLLOWING QUESTIONS

1. Write regulations report.

Use the Internet to find out about legislation and regulations that the company needs to abide by in its delivery of services and ensure that this information is incorporated into the development of customer service strategies.

You will also need to provide an overview of the legislative and regulatory context at the meeting with staff so ensure you make notes to guide your delivery of the information to staff.

Use the Internet to find examples of customer service strategies developed by other companies. Make notes on your findings.

Using secondary sources of information, research and identify likely key customer needs in relation to cleaning services, including as a minimum quality of service, cost of service, response times from booking of service to completion and so on.

Your report should be between half a page and one-page long.

2. Send an email to the management team (your assessor).

The text of the email should be in grammatically correct English, written in an appropriate (polite, business-like) style.

It should introduce and summarise the contents of the attachments.

The email text should advise the management team that you would like to set up a meeting to discuss the documents.

It should include a brief statement of the purpose of the meeting and the date and time and duration for the meeting (the meeting will be approximately 30 minutes).

Attach your regulations report and your customer service strategy to the email.

3. Meet with the Management Team

At the meeting you, you will discuss and confirm the customer service strategy with the General Manager (your assessor).

At the meeting, you will be required to:

• Explain the importance of customer service, as well as legislation and regulations key to customer service
• Explain each of the strategies and actions in the new customer service strategy
• Explain how strategies and actions will assist in achieving the key customer service principles, as well as strategic mission, vision and objectives.
• Explain how your plans achieve the quality, time and cost specifications that the company has agreed to uphold for customers.

During the meeting, demonstrate effective communication skills including:

• Speaking clearly and concisely
• Using non-verbal communication to assist with understanding
• Asking questions to identify required information
• Responding to questions as required
• Using active listening techniques to confirm understanding

Your assessor (in the role of the General Manager) will provide you with feedback on your strategy, which you will incorporate into the document in.