Customer Service Excellence

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- Diagnosis

482 reviews were looked from 2015-2016-present. The overall rating was given 2.4/5 by the customers.

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- Issues Found

Customer service issues

- Generally staffs are there in large numbers but disorganized, often rude. Staff training and accountability badly needed.

- Staffs are unaware about the products and the location of the product knowledge is also weak.

- Price’ differentiation between advertisement and in-store.

- Huge difference between TV ads and customers experience when they visit the store

- . Proposed Solution

We are proposing to apply Kotter’s 8 steps change model to attain the objective and change in sales culture to increase organisational sales and implement this process and observe it for one year. This will also include training program for the employees to provide and maintain better customer service. The implementation and planning are explained in the section of the report.

- Change Project (Kotter’s 8 step Change Model)

The implementation of Kotter’s 8 step change project involves change in organizational sales culture that address the present issues specified in the key issues area. Communicate change through communication strategy.

- . Create a Sense of Urgency

Creating a sense of urgency is about engaging employee to understand the need for change. The employee’s participation and readiness plays a crucial role in the change process. It can be created through defining the problem, documenting the current situation and clarifying the priorities. This issue has to be communicated in a dramatic way or consultants can be hired to communicate the same and challenge the status quo.

- . Create a Guiding Coalition

Shaping a capable coalition is about ensuring you have a group with the aptitude to help with finishing the outcomes you require from the change movement. Without the right individuals to help us, the change exertion can slow down and we can miss vital points of view and data. Team should be of top management personals and store managers to convince the staff about the change in model of training to increase the customer satisfaction level and also for influencing the entire employees for commitment and should prevent or eliminate the resistance.

- . Form a Vision & Strategy

“To be the organization that best comprehends and fulfils the item, service and self-satisfaction needs of Customer in Australia”

Creating a vision for change that obviously portrays where we need to go and developing a plan to get us there. To be effective, a vision should incorporate the substances of the present circumstance additionally set up objectives that are really ambitious. At the point when imparting your vision, guarantee you pass on to your gathering of people that it is supported by a solid, believable methodology; this will help them see the vision as achievable and important.

- . Communicating change Vision

Customer service team is often considered as the face of the organization and customers experiences is the reflection of the skills and quality of the training and support they receive from. Customer service should be part of everybody job from the top management, from marketing to finance, & sales team.

Revisiting the vision statement regularly to keep it alive and communicating your vision with other individuals of the group, to inspire and motivate them as well. Customer satisfaction, encouraging the repeat purchase and to build better customer relationship is our priority.

- . Enable action by removing barriers

Encouraging employees to work in best interest of customers and giving tools to your managers. This will help managers to manage employee resistance and will enable the mitigation of those barriers. There's no completion line with regards to building trust with customers. Genuineness, straightforwardness and responsibility are the guideposts for each choice and move we make in conveying quality customer service.

- . Create & Reward Short Term Wins

While implanting the change if the desired change is been reflected by the employee modified behaviour and with consistency than employee will be rewarded appropriately and will be publicised so that others can also see and inculcate the same behaviour. This will also create the competition between the employees to perform better in the workplace.

- . Consolidate Improvements

As change is a slow going process so it will take long time to get success when we implement some change strategies to improve Bunning’s customer service.

In the case of Bunning’s it takes time to talk to the customer about their experiences about the service and the products. So Bunnings therefore needs to keep looking for improvements.

- . Anchor the New Changes

A successful change will only become part of the company’s culture, when it has become part of the core of the organisation. The staff needs to talk about every progress whenever they get a chance. Tell the success stories of their service and products. They should include the change ideas and values when they hire and training people. Bunnings should publicly recognize key members of their original change contributors and make sure the rest of the staff new and old remember their contributions.

- Implementation

The time frame for the desired change will take up to 1 and half year. As we are in the planning phase right now, we will be doing the trial of new training model for 3 months in 2 stores across each state. The process will start within 4 weeks once the announcement will be made.

- Change Evaluation

We will measure customer service and the success of our change strategy through certain Key performing indicators like.

- Overall customer Satisfaction

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