CSS 300 - Customer Service Solutions

ASSIGNMENT #3

POWER POINT PRESENTATION (20%) - Due Week 14

As the final piece of your project, you will be responsible for 'pitching' your Customer Service Plan to the Board in the format of a professional presentation using Power Point slides with audio or video support.

Your plan should include:

An overview of who your client is.

A summary of the 3 major customer service issues your team found with your client.

1. Managing customer complaints & conflict resolution
2. Customer retention and satisfaction
3. Competition of other airline companies

What are your recommendations to 'fix' these customer service issues.

1. Managing customer complaints & conflict resolution

• To manage customer complaints about their luggage, Air Canada should provide a timeline for how long customers usually have to wait to get their luggage.

1. Customer retention and satisfaction - assessment of customer needs & training

• To retain customer satisfaction the company must provide quick and easy messaging channels. Combining automation in a seamless way further enhances the agents' productivity.
• After doing an assessment of customer needs the company can then determine whether or not their employees need training for meeting customer needs.

Your customer service employees are the backbone of your overall customer service experience. It's important to equip your team with the tools, technology, andinformation they need to managecustomer concerns and queries.

• To start retaining customers, Air Canada needs a process for obtaining customerfeedback and sharing that information with the rest of the organization. This is where a customer feedback loop comes in.

1. Competition of other airline companies

• After resolving the first two concerns, the company can then focus on external factors-their competitors are WestJet, United Airlines, Lufthansa, and American Airlines and start expanding more in the international market as well as in the domestic market by overtaking their main competition in the domestic market. By making sure in every market category, to deliver overall great service and exceptional value for money.

1. Objectives (10 marks)

What are the objectives of the customer service plan you are recommending?

1. Target audience of this new plan - who does the plan need to be communicated with?
2. Behavioral objectives - what do you want to see changed?
3. Employee objectives - what will they get out of these changes?

d)Promotional objectives - how will you communicate the changes to

both internal and external customers?