Académique Documents
Professionnel Documents
Culture Documents
Assessment
Manage quality customer service
BSBCUS501
Term
Year
Trainer Name
I declare that all work completed in this assessment is my own.
Student Signature
Date
Phone No:
Result
NYC
Contents
Assessment Guidelines
Assessment
You are advised to commence work on your assessment from week 1 and must be submitted by the
due date.
Assessment Schedule
Week
Week 1
Learner Sign
Trainer Sign
DATE
off
off / Date
Comments
Learning Activity
Only
Task 1:
Week 2
Week 3
Learning Activity
Only
Task 2:
Week 4
Week 5
Role-play DUE
Learning Activity
Only
Task 3:
Week 6
Comments/feedback to participant
Assessment description
You will develop a customer service plan for the simulated business Innovative Widgets. You will gather the
background information on the simulated business from your Student Workbook and any information about
Innovative Widgets that you may have created in the course of completing learning activities in the Student
Workbook.
Procedure
1.
Over the duration of the course, gather information on the Innovative Widgets simulated business from
course materials.
2.
Based on the information you gather, produce a customer service plan for Innovative Widgets. Develop
the customer service plan using the template provided in Appendix 1. Your customer service plan should
include:
a.
vision and mission statements that refer to Innovative Widgets provision of customer service
b.
c.
iv. pricing
ii.
dimensions
v.
iii. tolerances
material
vi. delivery
gathering customer information and conducting market research to identify customer needs
using the RATER model
ii.
Submit the required documents for assessment as per the specifications below. Be sure to keep a copy
for your records.
Specifications
You must provide:
A customer service plan.
a short (no more than one page) reflection on your development and design of a customer service plan.
Your assessor will be looking for:
reading skills to gather and interpret organisational (Innovative Widgets) information
writing skills to match your style of writing to the documents purpose and audience
work skills to apply Innovative Widgets organisational needs to document production
technology skills to prepare and present documents
knowledge of legislation and regulation relevant to customer service
knowledge of service standards and best practice models.
Innovative Widgets
Customer support policy and procedure collecting market research
Purpose
Scope
Resources
Relevant
legislation etc.
Updated/
Write the year this policy was approved, and who approved it
authorised
the customer; step 2: ask the customer what you can help them with, etc.
1.
2.
3.
4.
Innovative Widgets
Customer complaints policy and procedure
Purpose
Scope
Resources
Relevant
legislation etc.
Updated/
Write the year this policy was approved, and who approved it
authorised
the customer; step 2 ask the customer what you can help them with, etc.
1.
2.
3.
4.
Innovative Widgets
Recordkeeping policy and procedure
Purpose
Scope
Resources
Relevant
legislation etc.
Updated/
Write the year this policy was approved, and who approved it
authorised
Recordkeeping process/es
Write any processes that support this policy. Write processes in steps where possible, e.g. step 1: greet
the customer; step 2 ask the customer what you can help them with, etc.
1.
2.
3.
4.
Assessment description
You will use scenario information (provided) to address customer service issues through:
monitoring customer service team performance to identify causes of customer service shortfalls
Procedure
Part A
1.
Review the information about Innovative Widgets that you gathered in Assessment Task 1.
2.
3.
Review the customer service call data in Appendix 2 and analyse data to identify possible causes of
customer service shortfalls.
4.
Write a brief report (no more than 1 page) to the board of Innovative Widgets to:
a. summarise customer service team performance
b. identify possible causes of customer service shortfalls
c.
5.
Follow the customer complaints policy and procedures provided in Appendix 3 of this task to draft an email
to Yore Mine Co. to clear up the misunderstanding and address their concerns. Ensure that your support
of the customer provided is consistent with principles of customer service set out in the Innovative Widgets
business plan and the customer service plan you develop in Assessment Task 1.
Part B
1. Prepare to participate in a role-play with Mary (your assessor) to address her performance issues. You
need to prepare to:
a. run structured coaching session
b. ask questions to understand and clarify Marys perspective
c.
d. outline techniques for dealing with different types of customers according to their needs(e.g. dealing
with small customers compared to dealing with significant customers such as Yore Mine Co.)
e. explain techniques for solving customer complaints
f.
document the coaching session and its outcomes in accordance with the recordkeeping policy and
procedures developed in Assessment Task 1.
2.
Arrange a time with the assessor to complete the coaching role-play and complete the role-play.
3.
Submit the required documents for assessment as per the specifications below. Be sure to keep a copy
for your records.
Specifications
You must:
I work as a buyer for the states largest supplier of mining equipment, Yore Mine Co. We provide a lot of
business to Innovative Widgets.
I ordered 1,000 x 7mm widgets for delivery last Friday .I was promised that the delivery would arrive
within three days. Its now a week later and they still havent 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 Innovative Widgets, 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 Innovative Widgets are the only
Australian supplier. I could get them cheaper from China, but the saving isnt great when you add in the
extra shipping costs.
Im going to begin legal action if the widgets dont arrive today. I might order the widgets from China
from now on.'
Mary misunderstood and thought that the customer had ordered the products yesterday and argued with
him. She accused the customer of being unreasonable as Innovative Widgets is an industry leader in
guaranteeing three day delivery.
When the misunderstanding was eventually cleared up, Mary wasnt sure how to track orders or reorder
the products. She said there was nothing she could do as Innovative Widgets procedures didnt seem to
cover this issue.
As the customer service manager, you will need to write an email to Yore Mine Co. to clear up the
misunderstanding and address their concerns.
You will also need to demonstrate your knowledge of how to develop team members and coach Mary to improve
the quality of her customer service.
Use the Innovative Widgets Complaints policy and procedures document in Appendix 3 of this task to assist you.
The following is an excerpt from Innovative Widgets business plan.
Mission statement
Keep Australian businesses buying Australian widgets through quality products and second-to-none
customer service
Feb
March
April
May
June
July
Aug
Sep
Oct
Nov
Dec
Number of calls
1200
1150
1320
1300
1260
1320
1380
1350
1400
1480
1560
Variation in number of
2%
2%
+3.5%
1.5%
0.5%
+4%
+4.5%
+3.5%
+7%
+10%
+12%
Employee
Jan
Feb
March
April
May
June
July
Aug
Sep
Oct
Nov
Dec
Supervisor
John
John
John
John
John
John
John
John
John
(Annua
(Annua
John
l leave)
l leave)
Mia
Mia
Jonas
Jonas
Jonas
Taya
Taya
Taya
Mary
Mary
Mia
Mia
Mia
Mia
Mia
Mia
Mia
Mia
Mia
Mia
Nitin
Nitin
Nitin
Nitin
Nitin
Nitin
Nitin
Nitin
Nitin
Nitin
(quit)
Jonas
Jonas
Jonas
Jonas
Jonas
Jonas
Jonas
Jonas
Jonas
(new)
Customer service officer
Mary
(new)
Purpose
Scope
Resources
Responsibility
Updated/authorised
2.
Listen fully to what the customer is saying. Try to gather all the facts about the complaint and jot them
down. Ask questions and summarise what they are saying.
3.
4.
Apologise for any product fault or poor service. Be sympathetic. Ask if the customer will allow us to send
the faulty item to our quality department for testing.
5.
When you have all the details about the complaint, ask the customer how they would like it to be resolved.
6.
7.
All staff members can use their professional judgement and refund an additional 10% of the value of the
faulty product up to a maximum value of $25.
8.
Complaints involving damage to other property are covered by our insurance. Help the customer to
complete the Claims Form and ask if the customer can obtain quotes for repairs.
9.
All complaints involving injury must be referred to the Customer Service Manager. Agree a suitable time
for the Customer Service Manager to call the customer.
10. Any complaint that is not covered in the above procedures must be directed to the Customer Service
Manager. Agree a time for the Customer Service Manager to call the customer.
Once you are alerted to a complex customer complaint, gather all the available details about the customer,
and the problem being addressed.
2.
Before contacting the customer, decide on what actions need to be taken to address the problem:
a.
b.
3.
Once you have identified actions to be taken, contact the customer as soon as possible.
4.
summarise the facts and the problem as you understand it and make an apology for the mistakes Innovative
Widgets is responsible for.
b.
describe what Innovative Widgets is going to do at a systems level to prevent or minimise these types of
mistakes for all customers in the future.
c.
Describe what Innovative widgets is going to do to solve the customers specific problem immediately
d.
Describe when you will follow-up with the customer to see if their problem has been resolved
e.
Ask if there is anything else the customer needs to resolve the situation or repair the relationship.
Manage quality customer service BSBCUS501
Innovation and Business Industry Skills Council Ltd, 1st Edition Version 2, 2015
Page 20 of 29
Assessment description
You will develop strategies to monitor progress and obtain customer feedback. You will use performance
information and customer feedback provided by your assessor to review customer service strategies and
produce a report with recommendations for improvement.
Procedure
1. Read the following scenario:
The board at Innovative Widgets is pleased with the control you have taken to address some of the
customer service problems that had arisen. Mary is performing better at her job and feeling more
confident in her role. Yore Mine continues to purchase their widgets from Innovative Widgets.
At this stage, the board would like you to take some steps to improve organisation-wide delivery of
customer service. They would like some specific targets developed to measure the performance of the
customer service team. They would also like to monitor customer satisfaction levels and then
recommend any changes required to improve the delivery of customer service at Innovative Widgets.
2. Develop a set of KPIs for Innovative Widgets customer service representatives. KPIs should address the
areas of customer and business requirements identified below:
a. call/enquiry/complaint handling time
b. following organisational procedures
c.
identifying customer issues and opportunities to increase customer satisfaction or meet customer
needs
Manage quality customer service BSBCUS501
Innovation and Business Industry Skills Council Ltd, 1st Edition Version 2, 2015
Page 21 of 29
customer retention
g. sales
h. ability to handle complaints
i.
j.
customer satisfaction.
3. Develop a plan or procedure for monitoring team members performance against KPIs.
4. Develop a questionnaire to collect customer feedback related to KPIs and/or designed to uncover
identifiable gaps between services provided (including the quality of service) and customer expectations.
5. Arrange to meet with your manager (assessor) to receive performance data and feedback from customers.
6. Discuss issues and possible solutions with your manager (assessor).
7. Analyse performance data and customer feedback to identify systemic customer service issues and trends.
8. Prepare a 12 page report for the management at Innovative Widgets containing recommendations for
organisation-wide customer service improvement. The report should contain:
a. 34 recommendations. At least one recommendation should address how to improve public
relations at Innovative Widgets.
b. A rationale for each recommendation based on your knowledge of:
i.
ii.
Specifications
You must provide:
a set of KPIs for customer service team members and a plan or procedure for monitoring team members
performance
a questionnaire to gather customer feedback
a report containing recommendations for improvement of customer service.
Your assessor will be looking for:
reading skills to interpret Innovative Widgets information
writing skills to match your style of writing to the documents purpose and audience
communication skills to use listening and questioning techniques to obtain information
work skills to:
collaborate with manager (assessor) to discuss customer service problems and options
address complex customer service problems and use problem-solving techniques to identify
solutions
technology skills to prepare and present documents.
Performance Criteria
ELEMENT
PERFORMANCE CRITERIA
essential outcomes.
external customer
planning processes
requirements
1.2 Ensure plans achieve the quality, time and cost specifications agreed
with customers
Foundation Skills
This section describes language, literacy, numeracy and employment skills incorporated in the
performance criteria that are required for competent performance.
Skill
Performance
Description
Criteria
Reading
Writing
3.5
Oral
Communication
3.2
Numeracy
1.2
Navigate the
world of work
Interact with
others
done
3.1-3.5
Written report
Discussion/interview
Portfolio of work/
simulation
1.1, 1.2,
planning
3.2, 3.5
evidence***
Knowledge
evidence**
Strategies and
Performance
service plan
PCs*
Elements/
Develop a customer
method/s
Description
Assessment
Assessment Task
number
Assessment
1, 2
1, 2, 3,
3, 4, 5, 6
2, 5, 6
Project work
Manage and develop
the team
Role-play
2.12.3,
3.3, 3.5
Strategies and
1.1, 2.2,
1, 2, 4,
customer service
planning
3.13.4
5, 6
Written report
Date
Student Signature
Assessment
Assessment
Satisfactory
Number
Type
Yes
No
Date
TASK 1
TASK 2
TASK 3
Comments:
___________________________________________________________________________________________
___________________________________________________________________________________________
___________________________________________________________________________________________
__________________________________________________________________________________
I have been provided with feedback on the evidence I have provided. I have been informed of
the assessment result and the reasons for the decision.
Student Signature: _______________________________________________________
The student has been provided with feedback and informed of the assessment result and the
reasons for the decision
Assessor Name/Signature: _______________________________Date: ___________
Manage quality customer service BSBCUS501
Innovation and Business Industry Skills Council Ltd, 1st Edition Version 2, 2015
Page 28 of 29