Consider the following scenario: You are a |Customer Service Manager for a company celled Rhodes Electronics. This company has several large retail outlets located strategicallyr in the suburbs of Melbourne, and Victoria, and you also have an online purchasing facility as well as over 5D faceteface customer service personnel, you also have a small team of 6 staff who handle telephone and online customer services inquiries and feedback- This business sells a large range of electrical equipment including small appliances, televisions, computers, printers, sound systems, and white goods (refrigerators, washing machines, freezers, dryers}- Your role is as a Customer Service Manager based at Head Dice and over the last few months, you have been receiving feedback from customers that customer service is just 'not what it used to be\"- The CEO has been made aware of the decrease in customer service quality and wants to know what you're going to do to x the problem. Maria is a member of your customer service team- Her role is to receive telephone inquiries and complaints- You have observed the following: o Maria has been mde to customers on several occasions. it Maria has recently developed a habit of letting the phone ring and then placing customers on hold. This behavior contravenes company policy on the knowledge of the importance of prompt service to customers. it Yesterday Maria received a complaint from a customer: 'l'm Harry and | work as a buyer for the state's largest supplier of electric-l equipment. We provide a lot of business to your company. I ordered 4D televisions for delivery last Friday. l was promised that the delivery would arrive within three days. It's now a week later and they still haven't arrived. My production manager just telephoned me to say he might fail to deliver a major order unless they anive in the next four days. I'm going to begin legal action if the televisions don't arrive today. ' Maria misunderstood and thought that the customer had ordered the products yesterday and argued with him. She accused the customer of being unreasonable- When the misunderstanding was eventually cleared up, Malia wasn't sure how to track orders or reorder the products. She said there was nothing she could do as the procedures didn't seem to cover this issue. Assessment Task 2.4 1. Develop a procedure that how could you monitor and evaluate the quality of customer service your team is delivering to customers? 2. Develop 2 KPIs for customer service representatives on: 1. Complaint handling time ii. Following organisational procedures iii. Sales iv. Customer retention V. Identify customer issues vi. Meet customer needs Vii. Customer satisfaction 3. Develop a plan or procedure for monitoring team members' performance (based on 1 KPI). 4. How can we collect feedback from staff and customers to improve standards? Assessment Task 2.5 1. Develop a one-page questionnaire to collect customer feedback related to KPI's designed to uncover gaps between services provided (including the quality of service) and customer expectations. 2. List one recommendation for each of the below: managing quality customer service delivery procuring appropriate technology to address customer needs improve public relations online and retail for this company