Manage Quality Customer Service

Topics: Telstra, Customer service, Telecom Australia Pages: 13 (4182 words) Published: December 11, 2012
Manage Quality Customer Service
Assessment Event 1

CONTENTS PAGE
DESCRIPTION OF THE ORGANISATION ......................................................................... 2 TELSTRA ................................................................................................................. 2 Business Operations

...........................................................................................................................................2 Telstra’s Business Units .......................................................................................................................................... 2 IDENTIFY THE TARGET CUSTOMER .............................................................................. 2 Customers ...........................................................................................................................................2 KEY PERFORMANCE INDICATORS ................................................................................ 3 Monitoring KPI as a whole and through staff performance .........................................................................................................................................3 Live Performance Monitoring.........................................................................................................................5

SERVICE TARGETS .................................................................................................. .....4 Report Statistics & Targets for 2012 .........................................................................................................................................4 FEEDBACK ON STAFF PERFORMANCE ........................................................................5 Performance Appraisals Determines: .........................................................................................................................................5 STRATEGIES TO ADAPT CUSTOMER SERVICE .........................................................................................................................................6 Customer Survey Satisfaction Result .........................................................................................................................................6 FEEDBACK TO MANAGEMENT ON MEETING / EXCEEDING K PI ’ S ............................................ ............................................................................................7 The Report .........................................................................................................................................7 A GAP ANALYSIS ON CUSTOMER SERVICE MEASURES .........................................................................................................................................8 Telstra’s Primary Goals: ..........................................................................................................................................8 CONCLUSION ........................................................................................................ 9 CITATIONS ......................................................................................................... 10 TABLE OF FIGURES ...........................................................

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Manage Quality Customer Service Assessment Event 1

DESCRIPTION OF THE ORGANISATION
Telstra Corporation Limited is a Public Company that is ranked number 9 out of the top 2000 companies in Australia stated on Ibis World a Business reporting site (World, Ibis, 2011). The company generates the majority of its income from the Telecommunication Services in Australia industry. Telstra has employed 39,790 people by June, there end of Financial Year 2011. Since 2009 its current CEO, is David Thodey. (Telstra, 2011) The name "Telstra" is derived from the word Telecommunication Australia. The (TEL) is from Telecommunication and (STRA) from Australia. The creation of this name was...

Citations: 2011. About Telstra Fast Facts 2011. Telstra Corporation Limited. [Online] Telstra, 2011. [Cited: June 07, 2012.] http://www.telstra.com.au/abouttelstra/company-overview/fast-facts/ ACA.
1999
Dave, Shuch TL. 2011. COMPLIANCE MTD. [email] Melbourne - Burwood : Telstra Business, October 24, 2011. mariana.pusca@team.telstra.com.
Dave, Shuchi TL
Dave, Shuchi TL. 2012. MTD OPERATIONAL STATS - MEASURES. [email] Melbourne - Burwood : Telstra Business, 05 January 2012. Call Adherences and Sales Net KPI. mariana.pusca@team.telstra.com. Davies, Paul. 2011.
Telstra Financial Results Fr Te Yar Ended
Telstra Inc, 2011. pg. 51. Telstra Inc. 2011. Telstra Inc. Wikipedia, the free encyclopedia. [Online] Telstra, 18 June 2011. [Cited: 08 June 2012.] http://en.wikipedia.org/wiki/Telstra.
telstra-logo-blog-thumb.jpg. 2012. Telstra Exchange . http://exchange.telstra.com.au/wp-content/uploads/2011/12/telstralogo-blog-thumb.jpg, Australia : 2012. Thodey, David; Hall, Mark. 2011.
Telstra Corporation Limited and controlled entities
Dave, Shuch TL. 2011. COMPLIANCE MTD. [email] Melbourne - Burwood : Telstra Business, October 24, 2011. mariana.pusca@team.telstra.com.
Figure 6 FCR Results ...............................................................................................
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