Improve Customer Service

BSBCUS501 Manage quality customer service

Session 3
Purpose of this presentation
At the end of this session, you should know how to:
 analyse customer feedback

 identify customer service problems

 produce and evaluate solutions

 implement a customer relations management

system
 implement continuous improvement.

© 2015 Innovation and Business Industry Skills Council Ltd

Analyse customer feedback:
Bullseye diagrams

© 2015 Innovation and Business Industry Skills Council Ltd

Customer relationship
management (CRM)
Customer relationship management systems are
generally computerised and comprise:
customer information

activity schedulers, such as feedback seeking

reports.

© 2015 Innovation and Business Industry Skills Council Ltd

Quality analysis tools
Seven commonly used tools for analysing quality are:
1. check sheets
2. histograms
3. Pareto charts
4. scatter diagrams
5. control charts
6. cause and effect diagrams
7. flow charts.
© 2015 Innovation and Business Industry Skills Council Ltd
1. Check sheets
Sales Sales Sales
Team 1 Team 2 Team 3

Pressured 1111 1

Uninterested 111 1

Kept waiting 1111 11

© 2015 Innovation and Business Industry Skills Council Ltd

2. Histograms
Widget Returns

90
80
70
Number returned

60
50
40
30
20
10
0
Late Wrong Wrong Poor Poor
Delivery Size Colour Packing Quality
Reason for return

© 2015 Innovation and Business Industry Skills Council Ltd

3. Pareto charts
Widget Returns

90
80
70
Number returned

60
50
40
30
20
10
0
Wrong Wrong Poor Poor Late
Size Colour Quality Packing Delivery
Reason for return

© 2015 Innovation and Business Industry Skills Council Ltd

4. Scatter diagrams
Unanswered Calls

250
Number of calls unanswered

200

150

100

50

0
1-Jan 3-Jan 5-Jan 7-Jan 9-Jan 11-Jan 13-Jan
Date

© 2015 Innovation and Business Industry Skills Council Ltd

5. Control charts
Unanswered Calls

90
80
70
Number of calls

60
50
40
30
20
10
0
0 0 0 0 0 0 0 0 0 0 0 0
1:0 2:0 3:0 3:0 5:0 6:0 7:0 8:0 9:0 0:0 1:0 2:0
0 0 0 0 0 0 0 0 0 1 1 1
Time

© 2015 Innovation and Business Industry Skills Council Ltd

6. Cause and effect diagrams

© 2015 Innovation and Business Industry Skills Council Ltd

7. Flow charts

No

Yes

© 2015 Innovation and Business Industry Skills Council Ltd

Performance variation
You can reduce variation through:
standards

training

procedures

performance targets.

© 2015 Innovation and Business Industry Skills Council Ltd

Produce and evaluate solutions
There are 4 common tools:
 brainstorming

 root cause analysis

 fishbone diagrams

 force field analysis.

© 2015 Innovation and Business Industry Skills Council Ltd

Develop, procure and use
resources
• Identify gaps between organisational needs for
quality customer service delivery and current
organisational capacity with respect to:
• people
• physical and financial resources
• technology.
• Consider all relevant policies and procedures.
• If applicable, consider the business case for
acquiring the resource.
© 2015 Innovation and Business Industry Skills Council Ltd
Continuous improvement:
Kaizen
Ask the following questions:
 How can we do this better?

 How can we do this easier?

 How can we do this faster?

 How can we do this cheaper?

 How else can we do this?

© 2015 Innovation and Business Industry Skills Council Ltd

Record-keeping
Records should be kept of:
customer service plan
procedures for updating the plan
minutes from meetings
customer complaints
identification of customer needs
customer feedback surveys
KPIs and performance towards targets.

© 2015 Innovation and Business Industry Skills Council Ltd

The next step
You should now:
complete the learning activities in Section 3 of
the Student Workbook.

© 2015 Innovation and Business Industry Skills Council Ltd