ASSIGNMENT : 1

TOPIC: MANAGEMET
FUNCTIONS
PREPARED BY: YAMNA NADEEM 18049
WARDA MALIK 18056
MUHAMMAD ZAKI WAHEED KHANANI 18040
GHUFRAN NADEEM 18038
SYED MUHAMMAD HAMZA ALI 18058
KAWISH 18090
 PLANNING
 IDEA: ESTABLISHING A CUSTOMER SERVICE DEPARTMENT
 FORECAST: analyze the future aspects in the view of competition in the market.
1. seek consumer’s attention and convince the buyer by providing various
services.
2. wherever the consumer is getting more services he will always prefer that
product as compared to other competitors
 STRATEGY:
1. Evaluate customer needs and wants by conducting consumer research
2. Improve receiving and processing incoming orders
3. Hire the right employees that
4. Deliver information about latest company’s offerings and deals
5. Collect and analyze customer feedback
 IMPLEMENT THE STRATEGY AND EVALUATE THE RESULTS AND FEEDBACK
 ORGANIZING
 SWOT ANALYSIS
1. STRENGTHS:
• Professionalism
• Prioritize customers
• Patience
• Persuading skills
• Fast issue response time
• Offering guarantee and maintenance
2. WEAKNESS:
• Poor staff training
• Aggressive selling
• Inadequate delivery time
• Harsh attitude of staff
• Unreliable technology
3. OPPORTUNITIES:
• Technology in providing services
• Feedback from customers
• Seek advices from employees and staff
4. THREATS:
• Changing customer expectations
• Competitor’s activity in terms for services provided by customers
• Chances of new entrants to the market
 NEED-BASED GROUPS
Manage need-based groups to extract the maximum out according to expertise.
Now we have to divide the staff into need-based groups also known as
departments as according to their potential in order to perform the job efficiently
1.CUSTOMER SERVICE DEPARTMENT
2.EXCHANGE AND REFUND DEPARTMENT
3. PROMOTIONAL MARKETING DEPARTMENT
4.DEPARTMENT FOR RECEIVING FEEDBACKS
 LEADING
 Define your service team roles
An ideal first step to take when evaluating and building an ideal customer
support team structure is to understand each customer service team role in
depth.
 comprehend knowledge for employees can be deliver by one of the
following team roles
1.TEAM LEADER
2.SUPERVISOR
3.CONTACT CENTER ADVISOR
4.TRAINER
 DESIGN DEPARTMENTAL HIERARCHY FOR SUPERVISION PURPOSE
As we planned 4 customer service teams so there should be 4 teams with their
own leaders would help everyone stay organized. For much larger teams, ensure
there’s a more intricate chain of command when planning customer service team
roles.
 CONTROLING
 STANDARDS FOR CUSTOMER SERVICE DEPARTMENTS THAT NEEDS TO BE
ACHIEVED BY ALL INDIVIDUALS
• Customer service is everyone's job. Every contact with your clients is
important.
• Ask questions and listen to the answers.
• Promise only what you can deliver, and then over deliver.
• Know how to apologize.
• Treat employees well
 KPI FOR CUSTOMER SERVICE DEPARTMENT:
• We can calculate our KPI by analyzing our customer’s feedback that
whether it is positive or negative
• KPI of a customer service department can be measure through the
tendency of service efficiency that how much our way of service providing is
efficient
• Extent of customer as well as employee satisfaction also tells us about
KPI
 DEFICIENT AREAS OF A CUSTOMER SERVICE DEPARTMENT (RISK FACTORS)
1. UNSATISFIED CUSTOMERS
2. INADEQUATE INFORMATION SYSTEM
3. TRAINING
THANKYOU