customer service management

customer service management

Introduction

This report aims at reviewing the customers’ complaints for one year. Reviewing customers’ complaints is very crucial. Customer review makes the company get the reason why there is a high churn rate in their companies. Since they are high competition in the market, customers satisfactions should be met indefinitely. Quality services can achieve customers’ satisfaction with the staff. The staff can either be internal or external (those making deliveries of products to the clients). Another way to ensure that the customer satisfaction is met is when the products being sold are healthy and of good quality (Bergman & Klefsjö, 2010; Fornell, Rust & Dekimpe, 2010; Hanif, Hafeez & Riaz, 2010; Hill & Alexander, 2017). The customers will always complain when they don’t receive excellent quality services or products. To obtain customer satisfaction, the customers were allowed to fill in complaints after the purchase of the goods. The customers were allowed to complain about the staff, the products, and external service providers. The data was collected for the whole year and recorded. The data was later analyzed using excel. Since the focus of the analysis was on the frequency distribution, the quantitative data analysis was the best approach.

Body

1. The results

The following results were obtained from the analysis

• The number of complaints was highest on Monday and Wednesday
• The number of complaints was lowest on Thursday and Saturday
• The highest number sum of complaints within the days in the whole year was 24 while the lowest was 15 complaints
• There was no single week that there were no complaints
• The highest number of criticisms of the weeks was six complaints while the lowest number of complaints received with the 52 weeks was one complaint.
• Basel had the highest number of complaints received from the clients
• Kasyme and Raquel had the lowest number of complaints received from the clients
• The products received the second most upper complaints from the client after Basel

The above information will be used in the company to assess the performance of the staff and the products. It will be used when evaluating the whole performance of the company.

1. Graphical representation

The following graphs give the graphical representation of the above results

Fig 1.1: The Bar chart of the total count of complaints within the days of the week

Fig 1.2: Bar chart of the total number of complaints of the staffs and the product

The organization can monitor the level of customer satisfaction by recording the count of the customers’ complaints for the coming days and months and comparing it with the previous data. If the count of complaints increases, then customer satisfaction is decreasing, and when the frequency of the complaints decreases, then it means that the level of customer satisfaction is increasing.  The IT department can store the data obtained from the customers. This is because the IT department understands data security, and this will keep the data secure. The data can securely be stored in the cloud or the organizations’ databases. The policies that should be considered are those in the organization that is allowed to access. This will also increase the level of data security. The data that can be handled by many people is not secure enough. Therefore, the data should only be allowed by some specific people.

Conclusion and Recommendation

It has been obtained from the analysis that the customers’ complaints were highest during Mondays and Wednesdays. Most of the customers complained about the services offered by Basel. Also, most of the customers complained about the product’s quality. Therefore, these two factors should be keenly checked into. The product’s condition needs to be improved. The quality of the products is paramount when the company wants to retain its customers because of the stiff competition from other companies. The staff of the company as the representative of the company and they have to offer quality service to the customers. In our analysis, we obtained that most of the customers complained about the services offered by Base. Therefore, an investigation should be conducted to asses the reason why most of the customers are complaining about the services provided by Basel. The harsh way to deal with this issue is to write off the contract of Basel.

Appendices

References

Bergman, B., & Klefsjö, B. (2010). Quality from customer needs to customer satisfaction. Studentlitteratur AB.

Fornell, C., Rust, R. T., & Dekimpe, M. G. (2010). The effect of customer satisfaction on consumer spending growth. Journal of Marketing Research, 47(1), 28-35.

Hanif, M., Hafeez, S., & Riaz, A. (2010). Factors affecting customer satisfaction. International research journal of finance and economics, 60(1), 44-52.

Hill, N., & Alexander, J. (2017). The handbook of customer satisfaction and loyalty measurement. Routledge.