AET Transport Pty Ltd. was founded in 1997 by Fred Bingle of Melbourne, Australia. AET's first truck was a 1982 International Acco 1950C

Table / Tray Top which supplied Coulee Agro, a local fertilizer company with bulk fertilizers, chemicals and anhydrous ammonia. A 1988

Mitsubishi and a pinstriped Kenworth T950 formed the original fleet of three.

The newly formed company quickly achieved its goals through long hours and hard work. Early on, drivers were responsible for servicing and cleaning their trucks and on occasion could be seen sweeping out a 53-foot trailer as well. This type of determination and their commitment to customer service quickly captured the attention of other businesses as well. AET Transport expanded from three to eleven trucks in just over a year as their reputation continued to grow.

In 2004 a successful land deal allowed the company to establish operations at its current location in Laverton. In 2005, a 7500 square foot state-of-the-art warehouse facility was added to the existing site and within two years another 3200 square foot expansion completed the current warehouse as a distribution. AET Transport provides services in cross docking, temperature-controlled storage and distribution of chemicals.

Their focus on teamwork continues to satisfy new customers with effective supply chain management that consistently delivers on time. AET Transport's team uses cutting edge logistics to track inbound and outbound shipments for over 100 reputable companies in Victoria and New South Wales.

AET Transport is now a medium sized business that operates a fleet of over 50 Prime Movers and Trailers ready to leave on a moments notice. AET Transport has rental and lease agreements with some of the largest trailer leasing and rental companies in Australia as well. With numerous trucks and trailers at their disposal they can pick up and deliver to Victoria, New South Wales, ACT, Queensland, South Australia and Western Australia. Their dry van and refrigerated service can accommodate the most demanding customer.

AET Transport takes pride in safety and compliance. Thoroughly trained employees certified in the transportation of dangerous goods, the handling of hazardous materials and a zero tolerance for drugs and alcohol are just some of the mandatory programs that creates a safer workplace for everyone.

As a growing company in a thriving country, AET Transport shares Fred Bingles commitment to small city personal service and a quality work ethic as the key to their success.

TASK

You have recently been employed with AET Transport as the Customer Service Manager. Your role was created to address the gap between AET Transports mission to provide quality customer service, and their actual un-organised / informal process for working with customers.

Your first task in this role is to develop and formalise AET's Customer Service Strategy. In undertaking this task, you are to:

Provide a detailed written response outlining the process you would follow to undertake this task

Develop a Customer Service Strategy that:

oIncorporates internal customer requirements o Incorporates external customer requirements

o Develops customer service standards that you would like to implement o Includes procedures for implementation of each standard

o Covers a process for handling complaints and grievances o Identifies the required resources

oIncludes a roll-out and implementation process

o Outlines both long term and short-term plans for monitoring the achievement of customer service aims, and evaluates their effectiveness, along with any associated forms required for this.

You should provide a detailed response to this task, as your assessor will be checking to ensure it meets the company requirements and is written to an acceptable industry level.