Scenario Update - Widgetbox ManufacturingWidgetBoxScenario Update:You are still the Customer Service Manager at Widget Box. It is currently December, and over the last few months, you...

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Scenario Update - Widgetbox Manufacturing


Scenario Update:

You are still the Customer Service Manager at Widget Box. It is currently December, and over the last few months, you have been receiving feedback from customers that customer service is just ‘not what it used to be’.

The board of Widgetbox has been made aware of the decrease in customer service quality and wants to know what you’re going to do to fix the problem.

According to Widgetbox recent records, customer service quality standardshave declined.

The number of calls shown on their database from January discloses a increase of dissatisfied customers of 14% from the previous year.

In the third quarter of the year, the table reveals a notable change regarding to the team members:


Two fresh staff members were added to the team (Taya and Jasmine);


The supervisor John was in vacation for two months (October and November);


One of the qualified customer service officer staff left his job (Niltin).

The result of this transition had an impact of the overall number of calls per month, raising its number from 7% in September to 10% in October and 12% in November.

The probable causes of customer service shortfalls can be easily explained on the last quarter of the year, with the absence of the supervisor and the extension of recruiting two new employees.

One of the new employees, Jasmine, has been dsiplaying an inappropriate behaviour with customers and has been observed that she is not adhering to the company’s policies and procedures.

You have monitored the team performance and observed some incidents, where the customer service has lacked.

Please now review Assessment Task 4 in which you will address 2 specific incidents that have occurred and need addressing

4. Quality Service Reporting

Incident 1


Jasmine is a member of your customer service team at Widgetbox. Her role is to receive telephone enquiries and complaints.

Recent complaints lodged against Jasmine:


Jasmine has been rude to customers on several occasions. This behaviour contravenes company policy on the knowledge of the importance of friendly service to customers of Widgetbox.


Jasmine has recently developed a habit of letting the phone ring and then placing customers on hold. This behaviour contravenes company policy on the knowledge of the importance of prompt service to customers of Widgetbox.

Incident after which customer complained

Yesterday Jasmine received a complaint from a customer:

‘I work as a buyer for the state’s largest supplier of mining equipment, West Mine Co. We provide a lot of business to Widgetbox.

I ordered 1,000 x 7mm widgets for delivery last Friday. I was promised that the delivery would arrive within three days. It’s now a week later and they still haven’t arrived. My production manager just telephoned me to say he might fail to deliver a major order unless the widgets arrive in the next four days.

A few weeks ago, a consignment of widgets arrived from Widgetbox, but they were 6mm widgets rather than the 7mm I had ordered on that occasion. I am considering going to another supplier for your widgets even though Widgetbox are the only Australian supplier. I could get them cheaper from China, but the saving isn’t great when you add in the extra shipping costs. I’m going to begin legal action if the widgets don’t arrive today. I might order the widgets from China from now on.

Jasmine misunderstood and thought that the customer had ordered the products yesterday and argued with him. She accused the customer of being unreasonable as Widgetbox is an industry leader in guaranteeing three-day delivery.

When the misunderstanding was eventually cleared up, Jasmine wasn’t sure how to track orders or reorder the products. She said there was nothing she could do as Widgetbox’ procedures didn’t seem to cover this issue.

Incident 2:

There have been certain problems with the quality control issues. The size of the widgets is being over 10% bigger or smaller than specified. Some customers have been returning their widgets and asking for refunds. One has claimed compensation for failing to meet a big order deadline because our widgets were the wrong size.

To address this issue the company gave instructions to its customer service teams to offer 15% discount for next order to its customer and replace the widgets.

West mine called on two different occasions and the customer service team members that assisted them on both occasions were different and offered different discounts on both occasions.

Considering the situation, they have again lodged a complaint to the board of directors specifying the offered discounts are different at each occasion and the orders are also processed at different speed.


Considering the incidents specified above, COMPLETE the report template attached.

This should be written professionally, concisely and in detail as the Report will be submitted to the board of Widgetbox to review:

Your report should:


summarise customer service team performance in detail


identify probable causes of customer service shortfalls relating to both incidents


identify options to address the problem/s


breakdown the steps needed to rectify the incidents with the customers involved

The above tasks are to be completed in the attached template: Here:

BSBOPS505 DLM Template Task 4

Answered 2 days AfterNov 25, 2022

Answer To: Scenario Update - Widgetbox ManufacturingWidgetBoxScenario Update:You are still the...

Asif answered on Nov 27 2022
22 Votes
Practical Assessment 4:
BSBOPS505 Manage organisational customer service
Quality Service Delivery Report
    Identified issues within Customer Service Team:
Team members of companies are the most important part of the growth of the companies. They work hard for the consumers and their service customers get attracted to the companies' products (Rivaldo, Kamanda and Yusman, 2022). Customer service means all the s
ervices provided to the customers and listening to all the issues of the customers. They identify the issues of the customers and find ways to solve the issues as soon as possible. The customers must be satisfied with the service of the members and this is the main goal of the customer service team members. Widgetbox is one of the most famous companies to sell widgets to customers. The service to the customers by the company was good and the customers were happy to deal with the company. The customer service team of the company was broken and the service to the customers got hampered as two members left working. The company hired two new members who did not provide proper service to the customers and the manager of the customer service department was not present in the office for two months. This caused a huge loss to the company as the customers did not get good service and proper delivery of the products.
Newly employed members were Jasmine and Taya, they did not know how to deal with the customers. Jasmine was rude in behaving with the customers. The major problems of the team were that they were not provided proper training and they did not know the importance of the policies of the company. The customer service manager was not present at that time and this made the members overlooked and Jasmine misbehaved with several customers.
The company lacks proper service to maintain and monitor the work of the team members. The team leader did not know how to train newly employed members. The customers did not get good service from the delivery unit also and got different sizes of the widgets.
    Cause and Effect of Identified issues:
    The company has lost many customers and their trust and this caused a 14 % decrease in the number of customers. The customer service team must have focus to satisfy the customers. The consumers of the company got much dissatisfaction with the service of the newly joined employees (Al-Hazmi, 2021). One experienced officer of customer service left the job and the newly joined employees did not get proper guidance to handle the customers. One of the members named Jasmine misbehaved with the customers on the phone call. One of the customers did not get delivery within time and the member did not understand the issue and the customer got dissatisfied and threatened the member to take legal action against the company.
The supervisor took leave for two months and the work of the members got no supervision and which caused many faults in providing proper service. The customers got different sizes of the widgets and the delivery of the products missed the timeline of three days (Cao, Ajjan and Hong, 2018). Customer service team members did not receive calls regularly and many of the customers felt bad and decided to move forward to other companies. Newly joined workers were not as responsible as needed to the company and they did not listen to the issues of the customers properly. All the responsibilities of several members of the company have made the customers move on with their demands to other companies.
    SOLUTIONS/OPTIONS to address identified issues (ALL):
Service to the customers must be effective as the customers are the spine of growth in sales. The customers should acknowledge the qualities of the service worthy for them (Følstad and Skjuve, 2019). The members must know how to deal with the customers and how to console them with proper solutions. The issues of the customers must be resolved within a short time and this will keep the attraction of the customers stable and the reputation of the company as well. Widgetbox is one of the biggest companies and the company must have to change the policy of customer service to get back in the market strongly. Along with this, the...

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