Customer Service Policy Case Study

1223 Words3 Pages
bulb-icon

Recommended: Review of literature on effectiveness of training and development

1. Customer Service Policy is a set of formal written document which describing the protocol for staffs to follow in dealing with customers who are not happy with the products or services provided by a company. Procedures and service ethics are usually included in the Customer Service Policies.

1) Referring to the case, the retail business of Zie Energy has grown significantly over the past 15 years mainly through acquisitions and the strong growth in customer base. The customer base of Zie increased by 1.6 million customers through the acquisition of William Energy and Port Energy in the past 2 years and becoming the largest energy retailer.

By looking at the legislative requirements in customer service, fair trading is very important as …show more content…

Zie should have formal procedures in protecting customer’s information. Zie should make sure that the use of information is authorized by customers; call centre staffs can only access to only the information required for providing customer service. Guidelines and instructions are also needed for staffs in dealing and protecting sensitive information in order to keep confidentiality. The collection and the use and the storage of information should be following the legal framework.

Risk management system is also an essential one for the development of the customer base.

3) The customer base is increasing day by day, business operations is currently struggling and there have been quite a few significant customer or regulatory issues.

Training and upskilling staffs are also important for controlling risks and dealing with occasions.

2. Consumer guarantees are a set of regulations in Australia applying to goods and services offered to customers under Australian Consumer Law. These are the conditions that businesses have to remedy customers. The set of rules applied automatically no matter it is a voluntary or extended warranty provided to

Show More
Related

  • The Role Of Law Reform

    1322 Words  | 3 Pages

    The role of law reform has responded rather effectively to a certain extent in protecting the rights of consumers. This is evident in the legal responses introduced to address issues of credit, marketing innovation and technology. These law amendments has effectively increase the protection of the rights of consumers to a certain extent, however loopholes still exist. Due to the increasing range of goods and services continues to grow and the failure of existing laws, the role of law reform has been significant in protecting the rights of consumers. Consumer laws were created to prevent deceitful activities, or unfair business practices, as well as serving a protection for weaker parties who are unable to protect themselves. However, laws were later reformed to enable customers to transact with confidence and protect suppliers, consumers from inappropriate business conduct and to reflect changed community values and circumstances.

    Read More

  • Cogeco Cable Canada

    1304 Words  | 3 Pages

    (Marketwired,2014). As per the duty of a Customer Service Representative, it is his or her job to

    Read More

  • Analysis: The Good By Eliyahu M. Goldratt And Jeff Cox

    1761 Words  | 4 Pages

    Without good customer service and keeping your promises, your company would have loyal customers. According to 5 Focusing Steps, “If you’re not yet sold on the idea, consider that a 2 percent increase in customer retention has the same effect as decreasing costs by 10 percent. Not only that, but it costs over six times more to get a new customer than it does to keep one.” Customer satisfaction should be a golden rule of all companies.

    Read More

  • The Effectiveness of Customer Service in ASDA

    661 Words  | 2 Pages

    As you can see from the points above it is vital to give good customer

    Read More

  • Consumer Law Essay

    1121 Words  | 3 Pages

    Marketing is a system of business activates designed to plan, price, promote and distribute want-satisfying products, services and ideas to customers in order to achieve business objectives. Consumer law protects consumer’s rights in the marketplace as well as fair trading, competition and accurate information. On the other hand, ethical aspects of marketing are about making marketing decisions that are morally right. However, consumer law and ethical aspects of marketing have a lot of advantages and disadvantages in the marketplace, which impacts business 's sales and growth like it happened to: Harvey Norman, Nurofen, apple, etc.

    Read More

  • Tesco Case Study

    2090 Words  | 5 Pages

    Whereas in the retail industry, businesses like Mark and Spencer, Tesco’s, Sainsbury’s, provide similar products and charge similar prices. Improving the quality of customer service can help their businesses to gain and retain customers. For instant, if Tesco’s opens for 24 hours and prices are low then Tesco’s will gain customers from other competitors and retain their own customers.

    Read More

  • Customer Service Recovery

    882 Words  | 2 Pages

    Providing great customer service and having the ability to retain customers require consistency in delivering the anticipated services. Customer service encompasses having the ability to provide a service or product to customers by means in which it was promised. However, there are times when unforeseen circumstances may occur, resulting in customer service breakdowns. Understanding the effectiveness of customer service relations provides the assurance needed to handle complicated service related issues. A well qualified customer service representative has the acquired skill to effectively defuse a potentially damaging service related matter. Service recovery influences customer retention and improves customer satisfaction.

    Read More

  • Human Resource Management: Flexible Labour

    2092 Words  | 5 Pages

    The changing business environment- highly competitive "global" product markets, an increasingly rapid advancements in Information and Communication Technology (ICT) and increasing capital intensity of production.

    Read More

  • Risk Management Framework Essay

    1318 Words  | 3 Pages

    These risks will have material effect on the organisation 's ability to sustain its business and operational goals and objectives.

    Read More

  • Customer Service At The Restaurant Business

    1798 Words  | 4 Pages

    Customer service by definition is the ability of knowledgeable, capable, and enthusiastic employees to deliver products and services to their internal and external customers in a manner that satisfies identified and unidentified needs and ultimately results in positive word-of-mouth publicity and return business (Lucas, 2012, pg.7). In other words, it’s making the customer pleased so that they keep doing business with you all while making sure that the employees get along and work together well. In every business there is a form of customer service. Unfortunately, it is not always excellent or even decent. Some businesses just either don’t care or possibly just don’t have the training to deal with some of the obstacles that come with dealing with customers on a daily basis. I’ve been in the restaurant business for over 13 years and I can tell you that there are skills that some are born with and others need training on, yet either way they should be used whenever interacting with customers.

    Read More

  • Consumer Protection

    2350 Words  | 5 Pages

    would like to put you in a situation and show you how a consumer can

    Read More

  • Risk Management: COSO and SHAMPU frameworks

    2000 Words  | 4 Pages

    Over the past decade, risk and uncertainty have increasingly become major issues which impact business activities. Many organizations are raising awareness to minimize the adverse consequences by implementing the process of Risk Management Framework which plays a significant role in mitigating almost all categories of risks. According to Ward (2005), the objective of risk management is to enhance a company’s performance. In particular, the importance of the framework is to assist top management in developing a sensible risk management strategy and program.

    Read More

  • Reflection Paper On Customer Service

    1049 Words  | 3 Pages

    I am a customer service representative at a health company funded by the state. I hear a lot and a lot is expected from me. My job description consists of talking to members over the phone. I explain about their benefits, services that we offer, obtain personal information, I verify authorization, look for provider and etc. With being the first point of contact I try hard to deliver the best customer service that I possibly can; so that I can show that I really cares about the members. The three core values that help me work with my customers are respect, honesty, determination, these three values has shaped me into the young lady that I am today, but most importantly they help me provide great customer services.

    Read More

  • Reacting to Poor Customer Service

    696 Words  | 2 Pages

    When entering a restaurant, I usually expect to leave full, satisfied, and wanting to come back again. I believe that many people expect the same thing. If I am paying for a service, I expect for it to be impeccable. When I receive poor service, I act based on the circumstances. I can be outspoken, quiet, or apologetic when I receive poor service.

    Read More

  • Importance Of Moment Of Truth In Marketing

    1797 Words  | 4 Pages

    Consumers are concerned not only about a product breaking down but also about the time before service is restored, the timeliness with which service appointments are kept, the nature of dealings with service personnel, and the frequency with which service calls or repairs fail to correct outstanding problems. In those cases where problems are not immediately resolved and complaints are filed, a company’s complaint-handling procedures are also likely to affect customers’ ultimate evaluation of product and service quality.

    Read More

More about Customer Service Policy Case Study

Open Document