Report template

Overview/introduction

The following report briefly details the characteristics of the last complaints
filed by two of BizOps Enterprises' main clients. The main causes
identified in the customer service process and some proposals to try to
solve the client's requirements are identified. Likewise, changes or
additions to the customer service policy are proposed.

Background/issues to be addressed

Given the recent rise as a leader of the service team, two reports (sales
and customers) have been delivered, which report a loss and decrease in
demand for our products. The above, according to the investigations
carried out, is due to a communication and training problem in the
warehouse and the customer service center of BizOps Enterprises.

It is necessary to inquire about two complaints presented by our main

clients (Mrs. Jones and Mr. Henderson), in which the specialized and
personalized products are the ones that present major inconveniences in
the delivery period.

Report details/key points

Mrs. Jones: Report that there is a problem in your loyalty discount coupon
in the last three months. Indicates that no contact information has been
reached to your contact information (email).

Development and research

A validation and a crossing of information was carried out that would allow
establishing the cause of the customer's disagreement. In the records of
Mrs. Jones an error was evidenced in front of the associated email, so it
was concluded that it was due to a mistake in the crossing of information
from the mass delivery system.

The relevant data was updated and it was validated with the client that the
corresponding coupon arrived. Additionally, the request to the finance
area was scaled to establish an account balance that compensates for the
additional payments generated during the last three months.

© Aspire Training & Consulting

Document date: April 2015
Page 1 of 3

[unit code and title]...........................................................................................................................................

[student name].......................................................... [id].................................... [date]..................

Report template
Finally, the final response was communicated favorably and meeting the
client's requirements.

Mr. Henderson: File a complaint regarding the delivery processes and

compliance policies that characterize BizOps Enterprises. According to his
statements, he has presented a decrease in his sales as a result of default
in deliveries, for which he seeks compensation for the damages caused.

Development and research:

In the face of repeated complaints of non-compliance reported by Mr.

Henderson, the rate of delivery failures was evaluated during the last
months. In this analysis, it was validated that the report was justified and
the commitment was made not to breach the estimated deadlines again.

Additionally, the application was sent against compensation to the areas

of finance and sales to establish whether to proceed. The foregoing given
that the client extends the sense of compensation for the decrease in
sales.

The partial report of the request was delivered and the need for a face-to-
face meeting with the client to reach a favorable agreement for the parties
was indicated. Finally, the respective commitments were made and the
case was closed.

In this case, the problem of the BizOps Enterprises distribution process

becomes evident, which must be analyzed in depth to avoid similar
inconveniences in the future.

Summary of key points

1. Generalized increase of complaints and reduction in sales of BizOps

Enterprises.

2. Crossing of erroneous information in consumer applications

(software).

3. Nonconformities in the process of delivery and distribution of products.

4. Need to carry out a restructuring in the function’s manual of the

customer service and storage areas.

© Aspire Training & Consulting

Document date: April 2015
Page 2 of 3

[unit code and title]...........................................................................................................................................

[student name].......................................................... [id].................................... [date]..................

Report template
5. Postulation of an audit against the distribution and packaging process.

6. Analysis and policy changes relevant service to the client.

Conclusion/recommendations

Among the main conclusions that can be reached from this first phase of
inquiry in the face of repeated customer service problems, we obtain:

 Need to carry out a complete process of analysis of functions of the

different positions involved.

 Implementation of training strategies and training for entering the

different positions.

 Restructuring of the processes that are relevant to ensure the quality,

time and cost indices defined by BizOps Enterprises.

 Expand communication channels, product promotion and public

relations of the organization.

© Aspire Training & Consulting

Document date: April 2015
Page 3 of 3

[unit code and title]...........................................................................................................................................

[student name].......................................................... [id].................................... [date]..................