Running Head: MANAGEMENT OF QUALITY CUSTOMERS SERVICES

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MANAGEMENT OF QUALITY CUSTOMERS SERVICES

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Table of Contents
Introduction......................................................................................................................................2

Complaints.......................................................................................................................................2

Methods...........................................................................................................................................2

Delivery of quality services and products.......................................................................................3

Monitor, adjust, and review.............................................................................................................3

Management of complaints..............................................................................................................4

Reports.............................................................................................................................................5

Conclusion.......................................................................................................................................6

References........................................................................................................................................7
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Introduction
This report will describe that manager has requested to present the complete customers services
approach within the business. It will explain that complaints are filled through the unhappy
customers. This report will describe the strategies through which these kind of all challenge can
be easily resolve.

Complaints
Big organization like Woolworths also receives the many complaints. Following are the
complaints which were received through the company earlier.

 Lost sight of customer

Customers of the company explaining that prices of the Woolworths products and services are
very high. Level of availability is not good at it regally could be.

 Measuring stock-out incorrectly

Woolworths was regularly measuring the stock outs at incorrect level on mid-week and morning.
By Sunday, the busiest shopping day of week, many shelves were empty as well as organization
did not have proper level of employees to easily restock them [ CITATION Mit151 \l 1033 ].

 Ignore negative feedback

Woolworths has been regularly ignoring negative feedback from customers by measures like
new promoter score for measure level of performance.

Methods
Quality, time, and cost needs can be easily be balanced through the discussion of following
points.

 In today’s time it is very important to regularly identify the time as well as cost. In case of
Woolworths, delivery time and allocated cost to business is effective.
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 This will remain effective in Woolworths to complete good level of research about the market. I
case of Woolworths, it remains highly prominent to identify level of anticipated quality and
service.
 Allocation and identification of right sources to accomplish the all objectives in case of
Woolworths enables to map out the needs of customers against the many features and advantages
of products and services.

Delivery of quality services and products

Delivery of the quality level products and services in case of Woolworths can be easily ensured
within the following ways.

 Document quality process

This will always remain effective to document quality procedures. It will enable the Woolworths
to identify the possible hazards in relation to production and put within the place easily
appropriate measures of control to regularly identify and eliminate the hazards to effective and
safe level [ CITATION Din14 \l 1033 ].

 Work with specialists

Work with specialists is very important to improve the level of products and services with
effective level of identification and inspection within the Woolworths.

Monitor, adjust, and review

Customers service can be easily monitored, adjusted, and review within the case of Woolworths
through utilizing the following approaches and strategies.

 Custom predictor

This kind of measure is very important to easily predict the custom within the big organization
like Woolworths. Mea culpa of Woolworths has been regularly welcomed through the analysts
that remain effective step for the retailer’s long road in relation to monitor, adjust, and review the
customer services.
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 Strategies for collect customer feedback

Anyone that runs the ecommerce website knows the significance of customer’s feedback (Van
der Valk, and van Iwaarden, 2011). This is included critically in gaining the quality customer
feedback. Woolworths should find the new way to regularly engage customers as well as seek
the responses through online feedback, comment, and star rating.

Management of complaints
 Woolworth’s customer care

This will remain effective for the customers to effectively contact to Woolworths customer care.
It will enable to resolve the challenge and enquiry during the first call as every consultant have
training as well as authority to resolve the many challenges and enquiries. Timeframes will be
appropriate agreed with during first call or in two days of speaking with customer care
representative.

 Resolve complaint with Woolworths mobile

Big organizations like Woolworths should focus to resolve the challenge as soon as possible with
agreed timeframes in most of the condition. There is option to refer the complaint to refer the
senior management [ CITATION Woo211 \l 1033 ] . It will enable to resolve the complaint personally
and explain the offer resolution.

Reports
Following report will remain effective to keep within the case of big organization like
Woolworths at appropriate level.

 Order forms

This will be effective in case of Woolworths to allow the customers to order the particular
product and service that organization is not capable to immediately supply. This is one of the
positive procedures to gather the information about the customer.

 Enquiries
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This is effective practice of business to record the detail about the enquiries of customers and
take follow up. These overall will provide the opportunity to Woolworths easily gather consumer
information and mention the website list of mailing and pages of social media.

 Recording complaints

Utilization of customer’s complaints within the procedure is one of the effective ways to gather
information about the customers. This will remain effective in case of big organization like
Woolworths to identify the compliant and ensure what will be done for solve the challenge.

 Warranty cards

If organization has the products and services which come with the warrant then organization can
utilize the cards of warranty to gather and store the information about the customers (Davis,
2012).

 Feedback cards

This can be utilized for gather the many informations. Woolworths can ask regarding feedback
on particular elements of organization or leave it open-ended such as box of suggestion. Back of
card can easily request about the personal details

Conclusion
In the limelight of the discussion it can be concluded that plan, deliver, monitor, and adjust the
strategy of customers within the business is very important. This provides the important chance
to resolve the challenge in business.
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Bibliography
Davis, C.L., 2012. Why adjudicate?: enforcing trade rules in the WTO. Princeton University
Press.

Dingley, M., 2014. How you can learn from Woolworths’ QA for manufactured foods — Part 1.
[Online]
Available at: https://blog.matthews.com.au/can-learn-woolworths-qa-manufactured-foods-part-1/
[Accessed 07 05 2021].

Mitchell, S., 2015. Woolworths - what went wrong at the supermarket giant. [Online]
Available at: https://www.afr.com/companies/woolworths-what-went-wrong-at-the-supermarket-
giant-20150508-ggwuqp
[Accessed 07 05 2021].

Van der Valk, W. and van Iwaarden, J., 2011. Monitoring in service triads consisting of buyers,
subcontractors and end customers. Journal of Purchasing and Supply Management, 17(3),
pp.198-206.

Woolworths Mobile, 2021. Compliments, Complaints. [Online]

Available at:
https://mobile.woolworths.com.au/content/dam/Woolworths/Mobile/Legals/Policies/Woolworths
%20Mobile%20Complaints%20Handling%20Policy.pdf
[Accessed 07 05 2021].