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Customer service is the most significant aspect of a company which increases the sustainability and competitive advantage of the company. Thus, in the current study, the gap between mission and vision of VTI KarMart company with their delivery of services and recommendations for better practice have been portrayed.

Task 1:

1.1 Developmentof new customer service plan









1.1.1Missionand vision statement






The vision statement of VTI KarMart is becoming one of most valued rising companies for medium and large size passenger vehicle.

The mission of VTI KarMart is as followed.

  • Making a good customer base

  • Earn a customer for a lifetime period

  • The inclusion of new technologies depending on recent trends

  • Improving communities by serving in best way in locality of VTI KarMart

1.1.2 Investigationand identification of needs of a customer






In order to identify needs of customers' several processes will be followed which are given below.

  • Research on existing data can give proper information on needs of customers. In order to do this both primary and secondary data will be taken.

  • Interviewing stakeholders

  • Mapping customer process in other organizations and in own organization also

  • Interviewing customers will give primary data for research

  • Maintaining feedback and customer review

  • Analyzing market

1.1.3 Assessment of needs of a customer






Assessment of customer needs will be done based on of several steps which are as followed.

  • Gap analysis

  • Identification of importance and priorities

  • Collecting primary and secondary data

  • Analyzing data effectively

  • Analysing data in a rational way

1.1.4Responseto customer needs






In order to respond to customer needs several steps will be followed which are as followed.

  • Communicate with customers properly

  • Maintaining a proper guideline while communicating with customers

  • Staying responsible towards customers maintaining a proactive engagement

  • Revising customer service guidelines with time in order to betterment of service

  • Maintaining proper customer feedback and assisting customers throughout process even after service

1.1.5 Requirementsof legislation and regulation and customer service






In order to maintain proper customer service VIT KarMart, will follow certain legislation for customer service in Australia including Competition and Consumer Act 2010. Competition and Consumer Act 2010 was previously known as Trade Practice Act 1974. This can help the company in order to develop effective policies and procedures to deliver services to their clients within deadline.

1.2 Evaluation of quality customer service






In order to maintain quality in customer service proper guideline will be maintained on basis of the Trade Practice Act 1974 and will conduct surveys on service satisfaction after completion of service.The management of the company needs to develop effective strategies to follow Trade Practice Act 1974 properly to maintain proper guideline to deliver better service to their customers.


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