Customer Services at Lumo Energy Company - Research Proposal Example

PROJECT PROPOSAL Student’s Name Subject Professor University/Institution Location Date IMPLEMENTING EFFECTIVE CUSTOMER SERVICE TECHNIQUES EXECUTIVE SUMMARY Effective customer service in today’s business trends is a key element in enhancing the success of any firm in the economy. Customer service is the backbone to any organisation that aims at attaining the best in its operations as far as profits and pleasant results are concerned. The customer service department in an organization majorly plays the role of retaining customers glued to the products and services offered in the firm. (Casadesus-Masanell & Ricart 2011) It attains this by ensuring those consumers’ complaints and other issues are well attended to so as to continually develop trust with them. This proposal is prepared to ensure that the customers enjoy their stay at Lumo Energy Company and make it possible for them to freely work with the company towards a mutual goal. This project will seek to explore effective customer service techniques that ought to be implemented in the today’s business. This report will be given in the meeting with the customer relation s officer but also at the course of the month the officer should be notified by the respective supervisors on the progress so that he can document and develop the agendas of the three months meeting. Table of Contents IMPLEMENTING EFFECTIVE CUSTOMER SERVICE TECHNIQUES 2 EXECUTIVE SUMMARY 2 Table of Contents 2 CONTEXTUAL 4 OPPORTUNITY 4 INTENTIONS AND TENACITY OF THE PROJECT 4 Elimination from the project 5 Suppositions 5 PROJECT INTENTS 6 OUTCOMES 6 DELIVERABLES 7 Customer relations officer consultation 7 Remedy plan 8 Observation and reports 8 APPROACH AND METHODOLOGY 9 Edifice of the project 9 RESOURCES 15 Human resource 15 Workforce split 16 Estimation of the resources 16 JEOPARDY 17 RISK MANAGEMENT PLAN 17 RECOMMENDATIONS 19 CONCLUSION 23 REFERENCES 24 CONTEXTUAL Lumo Energy Company is a government parastatal that provides power and lighting services to the entire of the country. Due to its widespread services, perfect customer service is important to effectively serve the customers with ease. At Lumo Energy Company, customer service involves indoor and outside services. This is because its customers have a choice to be served within the company or to be served online. Owing to these demands, the customer care department has resolved to implement effective customer service techniques that will enable the department and the organization as well to effectively reach, retain and serve its customers with ease. These techniques will apply to the department of customer services which includes reception, enquiry, call centre. OPPORTUNITY After clear investigation, a lot of complains were raised by the customers claiming the company has not been serving them appropriately in terms of urgency, courteousness and concern. This proposal is prepared to ensure that the customers enjoy their stay at Lumo Energy Company and make it possible for them to freely work with the company towards a mutual goal. INTENTIONS AND TENACITY OF THE PROJECT Project scope The aim of this project is to provide an effective way to the stakeholders on the most effective way of dealing with the customers as far as the customer care services is concerned. This project also is intended to provide a big picture on the need and importance of effective customer service at any single organization. This project is prepared in a way that it is easily understandable.it is also user friendly as it is in softcopy and hardcopy which gives the user a room to choose the most appealing one. Elimination from the project As much as the document is prepared in the most appealing way to meet the needs of the most stakeholders, training programme may be required to help those with low level of expertise to familiarize with the project. This programme is not included in this proposal It’s upon the organization to plan on how to every stakeholder catches up with the advantage. This project also does not include the specific number of employees covered by it and a list of the competitors of the organization. It aims at making lumo Energy the best in services provision but not necessarily comparing it to its competitors. Suppositions This project is prepared on the assumption that the company has relevant equipment that will help to support the project at this date and keep it updated as long the company exists. Also this project assumes that it’s not a one year project but rather a continuous process that will be used throughout the company’s existence. The new employees that come up later is assumed will be trained to catch up with the system. PROJECT INTENTS To develop and implement an effective way of communication to be uses within and without the organization by the customer services provision department. To provide the organization with a friendlier project formant that is easy to implement and retain for a long period of time by the respective departments. To provide the organization with an easier way to contain and retain the customers to the services of the organization These objectives have been worked on by a private consultant working on the project together with Lumo Energy company management team so as to allow effective implementation of this project in the company OUTCOMES The outcomes of this project are that: It will meet the entire needs of the effective communication in customer care services provision. The management will be able to deal with the increased emigration of customers from the company that has been increasing over the past five years. The rate of customer immigration is expected to increase by 40% in the first half of the year and at least 80% will be retained of the customers already existing in the company. Another outcome is that the organization will be able to use a high quality form of customer service. From the way it communicates to its customers as far as etiquettes are concerned, technology wise also it will be put in to a consideration. Although the project will not cover each and every tool used, the management will be required to come up with a programme on how and where the new system will operate on. The stakeholders will learn new ways of dealing with customers. This will come through by training on the appropriate use of this project by the management. The company is also expected to increase its sales by 39% within a period of two years. This is because there will be continued inflow of customers and less emigration of the same. The company is expected to gain a bigger muscle in the field of its competitors. It has been doing well but there are other companies that have been arising and if care is not observed as soon as now, others will outdo it in terms of service provision. Similarly the company is expected to attract expertise and highly skilled manpower .Every employee wants to sell their labour where they can see hopeful promise of its future. Somewhere there is perfect job security. This is guaranteed by the company’s performance. When there is a continued increment in the company’s profits that represents the company’s performance. This makes people to desire to work for that particular company for long. DELIVERABLES Customer relations officer consultation One of the major concerns of this project is to have a consultation with the customer relations officer, to be able to know the future that he has for the department of the customer care services provider and also the goals that he has and how this project will be able to help achieve them. This discussion with the customer relations officer will form the basis of the project as that is what is expected to be one of the greatest outcome of the project therefore this consultation will be put in writing to ensure not even on of the objective of the customer relations officer is left out at the course of the project development. This will be of great importance when it will be time to formulate the strategies. Remedy plan A plan on the relevant remedies will be prepared after a clear consultation with the customer relations officer who will clearly define to the project developers what has been an issue of concern in this particular department. This remedy pan will include the particular remedies to be put in place and the tools to be used so as to be able to accomplish the purpose. Tools will include the relevant people that are going to take part in the success of the project implementation. The plan will also include the period of time that the project will take to be put in place and be fully implemented. A clear guideline of the amount of money available to run the project for a specified period of time will also be require so as to be put in place. This will help the project managers not to over plan or under plan to eliminate late inconveniences. Another thing to be considered in the plan is how often the plan is going to be applied in the departmental operations, whether it will be used on regular basis or not. Again from the customer relations officer, he will let the developers know how fast the plan will be implemented or if there is any condition that has to be put in place before that particular plan is put in place. Observation and reports The findings of the project will be prepared on three months’ time showing the performance of the project and in case of any amendment required by the company. This report will be given in the meeting with the customer relation s officer but also at the course of the month the officer should be notified by the respective supervisors on the progress so that he can document and develop the agendas of the three months meeting. APPROACH AND METHODOLOGY Edifice of the project The project will be developed by a team of three people from Jones private consultancy. The team will comprise of The customer relations officer Assistance customer relations officer The clerical officer. The assistance customer relations officer and the clerical officer will be involve in the collection of relevant information from the clients like complain, complements and even any solution offered by the clients. The customer relations officer will be involved in receiving reports through telephone calls from the rest of the team members who will be operating from the field for the first two months. WBS Code Activities Designation of activities Customer relations officer Assistance customer relations Clerical officer Customer 1 Implementation of new customer service techniques This will involve everything that shall be done to implement the new techniques. H J K 1.1 Project coverage This shows the particular coverage that the project need. H J K 1.1.1 examination & Recommendations The team is going to examine the performance of the customers and come up with solid recommendations on what should be done H J 1.1.2 Project approval Project Manager to develop the Project approval. H K 1.1.3 Deliverable: Submit approval Project approval is submitted to the customer relations officer. H J 1.1.4 Review of Project approval The customer relations officer reviews the Project approval H K 1.1.5 Signing of the project approval The customer relations officer signs the Project approval which authorizes the Project Manager to move to the scheduling Process. H J 1.2 Scheduling scheduling process for the project begins H K 1.2.1 Scope Statement Project Manager creates a Scope Statement. H 1.2.2 Project Team The Project Manager assigns the project team and requests the resources.(project manager, customer relations 1officer, assistance customer relations officer, clerical officer and clients) H J 1.2.3 Beginners Meeting for the project team The planning process is officially started with a project beginners meeting which includes the Project Manager, Project Team. H 1.2.4 Project proposal The Project Manager directs the team in the development of the project proposal. H K 1.2.5 Submit Project proposal The proposal is submitted by the Project Manager for approval. H J 1.2.6 Momentous; Approval of the project proposal The project proposal is approved and the Project Manager has authorization to proceed to carry out the project according to the project proposal H K 1.2.7 Implementation The actual implementation of the project is kicked up H 1.2.8 Project implementation meeting Project Manager conducts a meeting with the project team, and the lumo energy stakeholders H J 1.2.9 Verification of the User Requirements The original user requirements that were highlighted during the research are verified H K 1.3.0 Scheme System The technical resources schemes the new customer service techniques H 1.3.1 User Training All users are provided with a four hours training class by the management of Lumo energy. Additionally, managers are provided with an additional two hours class to cover advanced reporting. This class is held by the technical team. H J 1.3.2 Go Live The system is put into action immediately and all user start using it. H K 1.3.3 Project supervision The management takes up the responsibility of the supervision of the project to ensure it is working effectively for the benefit of the company H 1.3.4 Project evaluation Meetings Weekly team meetings are held to give the report of the evaluation of the project performance. H 1.3.5 Risk control Risk control measures and efforts are put in place and clearly as defined in the Risk control proposal. H J 1.3.6 Apprise Project Management proposal Project Manager apprises the Project Management Plan as the project continues to be used in the organization. H K 1.3.7 Completion The work involved to completely complete the project. H 1.3.8 Document Lessons Learned Project Manager along with the project team performs a lessons learned meeting and puts in writing the lessons learned for the project. H J 1.3.9 Filing All files and records are filed and updated for the new customer services techniques H K 1.4.0 Signing The customer relations officer formally accepts the project by signing it. H RESOURCES Human resource The table below highlights a list of human resource that is required to be provided by the organization to fully support the project. The following resources are what the organization is supposed to contribute to the continuous running of the project. The organization is expected to include it to the budget so that it is always accounted for the time the project is required to run. Number of trainers Responsibilities Time frame Gender Age Competencies Subordinate Trainers five subordinate trainers per year The five trainers will be involved in the training of the junior workers only and any other responsibility accorded by the management The trainers will be required to take a class of two hours every week. (management to accord the time according to their schedule) At least three male and two female will be required.(it is dependent to the legal policy of the organization) At least 35 years to 45 years. The employees should have at least three years’ experience in customer services in a recognized organization Managerial trainers Three managerial trainers They will be involved in training the managers on the importance of better customer services techniques Time to be determined by the management 35 to 45 ears 5years experience in customer relations office in a recognized company. Among the other resources required is the equipment like training manuals which will be provided by either the programme developers or the organization depending with the demands of the situation of the problem. Workforce split As listed in the work breakdown structure, each and every person in the project will be given their assignment accordingly and the program manager has the right to assign another assignment away from ones task as far as he is concerned. Both project teams are expected to contribute equally to the project enhancement. Estimation of the resources The following budget is expected to be accounted for in a period of one year.it included the human resource budget and the production costs of the materials that are used to train. Human resource expenses (per month) $150,000 Material production costs $ 650 Total $ 150,650 JEOPARDY The risk which was discovered that it has chances occurring after a thorough investigation is: Employees rejecting to incorporate the programme to their daily operations or rather being reluctant about it. This may so happen in case the employees feeling like the programme is requiring them to change their regular way of doing things. It may take time for them to adapt to the system. RISK MANAGEMENT PLAN Definition Intensity Risk extenuation Recurrently 4 If the risk is occurring so frequently, then the organization will have to review the plan all over again. The plan may be so complicated to an existent that it’s not compatible to their operations. Probable 3 If the risk is probable, the organization is required to keep regular trainings to make the employees get used to it so that any risk expected any time in future. Intermittently 2 Little mitigation should be carried out. Improbable 1 In case the chances of occurrences of risk is improbable then the organization can comfortable be free to go on with little worry about the ineffectiveness of the system. RECOMMENDATIONS After a comprehensive research some key elements were discovered which has to be put in place to prevent such happenings in future. The customer service department is recommended to put in place some of the following techniques: Enhance good listening skills.it has been found out of great importance to take enough time establishing the customers need but taking keen interest on what the customer is saying. For example the customers will require you to be able to paraphrase what they are saying; being able to ask them questions shows you that you have been listening at the conversation keenly. (Andal-Ancion, Cartwright & Yip 2012). Speaking may not necessarily oral but also you should be able to vary with the tone you your customer, learn the emotions of your customer and even be able to empathise where need be. When you have that effective listening, it will help the customer to continue telling you of how they feel because they getting an assurance of attaining help from you. Be aware of your customers. The more you can tell about your customers, the more you are likely to sell more. One thing as a customer service provider you should know is that customers do not enjoy your service logically but rather the good feeling that they feel when they are being served by you (Shapiro & Varian 2013). That’s why they are able to leave another company with similar product and go for the other simply because in that other one they feel well served. Therefore it’s recommended that the customer service department should be able to identify their customers. Know that your customer is your boss. This means that the customer should be made to feel so important and very well appreciated. Never treat your customers as a group. Always let the customer feel he or she is legally in you company as an individual. When referring to them, Always make sure you know their names. That makes the client even more comfortable and makes them feel valued. Whenever a customer deserves to be complemented, always make sure you do it. No matter how much your customer comes complaining, always let them feel it’s your responsibility to assist them and you are there for them. Look for promotions to give to your customers so that they can be comfortable transacting with you. (Hiebeler, Kelly & Ketteman 2012) Help your customers understand how your organization operates. If therefore is any hieratical order that is followed, let your customer s know. This will help your customers to grow patience without getting angry because they are aware of how the organization operates. They will feel it’s their responsibility to go from one door to the other rather that when they would be operating blindly they would feel it being your responsibility to serve them swiftly. Its therefore of much important to let the customers know how the systems in your organization operated. Try and find a way to help your customer. Don’t wait until your customer asks for the help. He or she feels neglected. The fact that the person is in your organization it is your responsibility to ask them how you can help them. This makes a customer feel superior, welcomed and with hands ready to serve him or never allow the customer to lose a trust on you as a customer service provider, whether the n phone or face to face, whenever your customer requests for something, always assure them that you can do it even if you are not sure of it then find out how later. Make sure you find solution to the customers’ requirements just as you promised and it should be done at the duration that you promised a customer you will do it. His helps increase the customer’s trust with the entire company and eliminate any element of fear in case of any urgent need. (Zikmund, Babin, Carr & Griffin 2012) Be apologetic. Whenever a mistake is done, avoid justifying it to the client. The client wants to feel Him or Herself a winner. At times the client may not be right or could be he or she is the one who made a certain mistake. Avoid traumatizing a client, but instead apologize for what particular mistake at all cost then kindly direct the customer on what to so as not to encounter a similar mistake again (Carroll & Buchholtz 2014). If you as a customer service provide you are the one who did the mistake, let the client know what you have done, apologize for the mistake and then it accordingly. Always make your customer comfortable irrespective of the customer’s mood. Aspire to go beyond customers’ expectations. What will keep your company existing at the face of all the competitors is the fact that your organization is able to meet the expectations of the customers and even exceed them. Always ensure in the services that you offer a client he or she cannot get them elsewhere. That will keep your customer glued to your services. As a company, it is recommended that you have a plan that can benefit your clients and the society that they live in even when they do pay for those services (Longnecker 2011). Sometimes it’s good to surprise your customers with something that they don’t expect. For example, you can reduce their bills with a 20% at random. These customers will stay in your company expecting of such random advantages. (Grönroos & Ravald 2011) Aspire to know how your customers feel about your products. It is recommended that feedback is gathered regularly. When a customer is involved in the performance of the company, the company will be able to get what to improve because you will be able to deal with the immediate customer. You can be able to know what your customers need by listening to what the customers say. You will realise that if the services that the company is offering is appealing to the customers, they will tend to tell others about it and even try to show complement to the particular service providers. Sometimes it’s good to hold forums with some clients that use the company product to hear out some of the comments and complements that they have to offer about the product and services of the company. This will help the company to improve the product accordingly. (Ayukawa et al. 2009) Develop urgency. Whenever you are serving your customers, it’s always advisable to serve them with ease and efficiency. Most customers you realise will make their last minutes rush. They want to be served with urgency even though its them who are late to attend to their activities. When a customer is involved in the performance of the company, the company will be able to get what to improve because you will be able to deal with the immediate customer. You can be able to know what your customers need by listening to what the customers say. You will realise that if the services that the company is offering is appealing to the customers, they will tend to tell others about it and even try to show complement to the particular service providers. Sometimes it’s good to hold forums with some clients that use the company product to hear out some of the comments and complements that they have to offer about the product and services of the company. (Wilson, Zeithaml, Bitner & Gremler 2012) CONCLUSION Always ensure in the services that you offer a client he or she cannot get them elsewhere. That will keep your customer glued to your services. As a company, it is recommended that you have a plan that can benefit your clients and the society that they live in even when they do pay for those services. Sometimes it’s good to surprise your customers with something that they don’t expect. If you as a customer service provide you are the one who did the mistake, let the client know what you have done, apologize for the mistake and then it accordingly. Always make your customer comfortable irrespective of the customer’s mood. No matter how much your customer comes complaining, always let them feel it’s your responsibility to assist them and you are there for them. Look for promotions to give to your customers so that they can be comfortable transacting with you. Finally whatever you do, do it for the success of the company. REFERENCES Andal-Ancion, A, Cartwright, P A, & Yip, G, S, 2012: The digital transformation of traditional business Image. Ayukawa, E, Fukunaga, J, Fukushi, Y, Ishikawa, S, Mibe, R, NOJIRI, S, & Yamaguchi, K, 2009: US Patent Application 12/360,370. Carroll, A, & Buchholtz, A, 2014: Business and society: Ethics, sustainability, and stakeholder management Cengage Learning. Casadesus-Masanell, R, & Ricart, J, E, 2011: How to design a winning business model Harvard Business Review, 891/2, 100-107. Grönroos, C, & Ravald, A, 2011: Service as business logic: implications for value creation and marketing Journal of Service Management, 221, 5-22. Hiebeler, R, Kelly, T, & Ketteman, C, 2012: Best practices: Building your business with customer-focused solutions Simon and Schuster. Longnecker, J, 2011: Small business management Cengage Learning. Shapiro, C, & Varian, H, R, 2013: Information rules: a strategic guide to the network economy Harvard Business Press. Wilson, A, Zeithaml, V A, Bitner, M J, & Gremler, D, D, 2012: Services marketing: Integrating customer focus across the firm No 2nd Eu McGraw Hill. Zikmund, W, Babin, B, Carr, J, & Griffin, M, 2012: Business research methods Cengage Learning. Read More