Report template

Overview/introduction

This report will show the identification of two customer service problems found in
BizOps Enterprises. These inconveniences are related to the non-fulfillment of
product deliveries and inadequate attention by the collaborators (lack of courtesy).

This document will evaluate the method of investigation and approach to the
problems, the proposed solutions, the necessary resources and the records
destined to keep control over the implementation.

Background/issues to be addressed

Two negative situations reported in the latest BizOps Enterprises customer service
report were addressed.

Breach of delivery dates:

An increase in the number of customer complaints regarding a failure in the delivery

of the products is reported according to the company's delivery policy. Many users
report making purchases before 3:00 p.m. and not having their shipment the same
day as the website promises, so the cancellation of the order orders made is
requested. The foregoing has resulted in a decrease in sales volume, damaging the
company's growth projection for this semester.

Complaints in the care and information received:

A formal complaint has been received from a client of great relevance within the
company's sales, about poor attention to their requests. He informs that every time
he communicates to request help in his request, he receives a different response
from each advisor who attends him. He has requested direct communication with
the head in charge but has been denied, so he sends his complaint directly to the
management area for discussion. He warns to change providers before a late
response to his need.

© Aspire Training & Consulting

Document date: April 2015
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Report details/key points

Following up on the two problems perceived by the customer service team, we must
proceed with the investigation and identification of alternative solutions that resolve
the customer's dissatisfaction and in turn prevent the same situation from occurring
again in the future.

The procedure for the investigation of the two problems was carried out as follows:

1. Receipt of complaints

2. Analysis and interpretation of the complaint

3. Shipping or transfer to the area in charge of the investigation

4. Decision on whether the complaint is based

5. Determination of the response to be delivered

6. Sending the response to the client

In carrying out this procedure, each problem was investigated and the following
were determined:

Problem 1

We proceeded to investigate that similarities had all the orders registered on the
server as failed or canceled, finding that a large percentage corresponded to
customized products that take longer packing time due to the personalized character
of each product. It was also identified that the situation is repetitive when the
delivery address is to the periphery of the city.

Problem 2

Given the importance of our client, the complaint was made to the head of customer
service, who inquired about all the reports that were in the system. The result was
an increase in the number of calls submitted by the client in recent weeks and a

© Aspire Training & Consulting

Document date: April 2015
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traceability problem was evident in the requirement management. The advisors did
not report the continuity of the case in the same initial process, but due to a
limitation of the system they had to create a new report. This prevents subsequent
collaborators from continuing the same line of attention.

Summary of key points

A general problem is identified in the customer service area. This consists of the
poor level of knowledge of the products and procedures of BizOps Enterprises.
Additionally, there is a problem with the management of the warehouse in the
efficient and timely delivery of the products.

Therefore, it is proposed to implement five key strategies to increase efficiency and

meet the objectives set:

1. Training and training in all care and services protocols.

2. Regular audits of the attention given by the collaborators to the clients

(performance evaluation).

3. Monitoring the process of packing and delivery (routing) of the distribution

services.

4. Structuring of the manuals of charges and functions to all interested parties.

5. Diversification of customer communication channels.

All these proposals are carried out hand in hand with the sales and logistics areas to
assess the level of capacity and performance of the company. Likewise, a constant
feedback from customers to identify service needs.

Conclusion/recommendations

We proceeded to give a timely response in the two cases identified, for problem 1
the respective compensation was made and a discount coupon to encourage nearby
purchases and loyalty to the company. On the other hand, for problem 2 we

© Aspire Training & Consulting

Document date: April 2015
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proceeded to establish a direct communication with the client to analyze their
complaints and requirements to which they were given a favorable response without
complications.

These two evaluations served to carry out changes or proposals for improvement in
the area of customer service. For example, in case 1, the maximum order time for
same-day delivery about 2:00 pm was changed. This while conducting a thorough
investigation to optimize and ensure the fulfillment of orders according to our
installed capacity.

In the case of problem 2, a report search system was implemented that is available
to all employees. In this way you have access to the advanced processes and you
can continue with the provision of the service, while evaluating the financial viability
to update the entire customer service platform for more efficient software.

Finally, the need for continuous improvement in customer service processes can be
evidenced and a registration system is implemented that is made up of information
or contributions from our employees. The above, in order to have a basic guide to
solving frequent problems that arise with customers.

© Aspire Training & Consulting

Document date: April 2015
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[unit code and title]...........................................................................................................................................

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