| Assessment Resource Summary | ||
| Unit Details | BSBCUS501 – Manage Quality Customer Service | |
| Assessment Type | This is a summative assessment, which requires each student to have adequate practice prior to undertaking this assessment | |
| Assessment Methods | Written Assessment (J) | Assessment 1 (Knowledge Questions) |
| Project (C) | Assessment 2 A-E (Customer Service Project and Role Play) |
Unit Summary
bsbcus501 manage quality customer service describes the skills and knowledge required to develop strategies to manage organisational systems that ensure products and services are delivered and maintained to standards agreed by the organisation.
It applies to individuals who supervise the provision of quality customer service within an organisation’s procedures framework by others. At this level, individuals must exercise considerable discretion and judgement, using a range of problem solving and decision making strategies.
No licensing, legislative or certification requirements apply to bsbcus501 manage quality customer service at the time of publication.
Prerequisite Units
There are no recommended pre-requisite units for this competency.
Co-requisite Units
There are no recommended co-requisite units for this competency.
Resources
Resources: Student Learner Guide, PowerPoint presentation, Sample Policies and Procedures and documents, Office equipment and resources, computer facilities with internet, including the “Student Resource Folder”, accessible for every student via Rhodes College intranet.
Net Business Centre URL Address: http://www.netmba.com/marketing/market/segmentation/
Scott Miller, More Tips for Internal Customer Service http://www.kirkmillerandassoc.com/brieftips.htm Net Business Centre http://www.netmba.com/marketing/market/segmentation
Sample policies and procedures: (Student resource folder)
Code of Conduct – Knox Council.pdf Code of Conduct – Wesfarmers.pdf
Note: Students, currently employed, are encouraged to bring their current employer’s policies and procedures and or relevant documents (with their employer’s permission) to use in their course work. This material must be reviewed prior to use by the Institute’s Trainer/Assessor. For students who are unable to bring adequate policies and procedures, the Institute will provide a practice set of documents.
ASSESSMENT 1 – WRITTEN ASSESSMENT
Student Name:
Student ID No:
Student Instructions:
- Your answers should be on a separate document using word processing software such as MS Word & or other software (hand written submissions are only acceptable with prior approval from your Trainer)
2. Your document should be professionally formatted and include
- Your Name
- Your Student ID
c. Unit Code
- Assessment Number (i.e. BSBCUS501 Assessment 1)
- Please reference to each question number and retype each question with your answers
- You must answer every question and provide enough information to demonstrate sufficient understanding of what has been asked to achieve competency. Please ask your Trainer/Assessor if you are unsure what is sufficient detail for an answer
- Ask your trainer/assessor if you do not understand a question. Whist your trainer/assessor cannot tell you the answer, he/she may be able to re-word the question for you or provide further assistance based on the Institute’s “Reasonable Adjustment Policy”
- Answers should be your own work, in your own words and not plagiarised, nor copied. However, if an answer is cut & pasted (such as a definition), then the source should be referenced
| Questions | |
| 1 | What are internal customers? Provide 2 examples. |
| 2 | What are external customers? Provide 2 examples. |
| 3 | List the four basic needs of all customers. |
| 4 | List FOUR (4) market segment needs that apply to all markets. |
| 5 | Explain how customer complaints can be good for business? |
| 6 | What social media platforms can be used to establish rapport with customers? |
| 7 | List THREE (3) characteristics of Geographic Segmentation. |
| 8 | List THREE (3) characteristics of Psychographic Segmentation. |
| 9 | What is the difference between qualitative and quantitative data? |
| 10 | Why is customer service important to a business? |
| 11 | List THREE (3) key customer service skills. |
| 12 | What is quality customer service? |
| 13 | What can lead a customer into becoming a loyal customer? |
| 14 | What is the difference between coaching and mentoring? |
| 15 | List THREE (3) ways in which quality can be measured. |
| 16 | What is informal data collection? |
| 17 | Identify two ways we can record specific customer information, so we can give better service to regular clients. |
| 18 | Explain what you understand by “Customer Relations”. |
| 19 | What do you understand by the term “Product Promotion”? |
| 20 | List THREE (3) ways in which you could respond to customer complaints. |
| 21 | What are some strategies we can develop or use to monitor progress in achieving service standards? |
| 22 | Resources may include (list 5): |
| 23 | Give examples of what Products and services in a business should include. |
| 24 | What records should we retain within the organisation? List 5. |
| 25 | List 5 ways to identify customer needs. |
Assessor Use Only
o Satisfactory (S) o Not Satisfactory (NS) Assessor Signature: Date:
ASSESSMENT 2 – PROJECT – STUDENT INFORMATION
This information is to be handed to each student to outline the assessment requirements.
Student Instructions:
- Your answers should be on a separate document using word processing software such as MSWord & or other software (hand written submissions are only acceptable with prior approval from your Trainer)
2. Your document should be professionally formatted and include
- Your Name
- Your Student ID
c. Unit Code
- Assessment Number (i.e. BSBCUS501 Assessment 2)
- Your answers referenced to each question number (you do not need to retype the questions if you properly reference your answers)
- You must answer each question and provide enough information to demonstrate sufficient understanding of what has been asked to achieve competency. Please ask your Trainer/Assessor if you are unsure what is sufficient detail for an answer
- Ask your trainer/assessor if you do not understand a question. Whist your trainer/assessor cannot tell you the answer, he/she may be able to re-word the question for you or provide further assistance based on the Institute’s “Reasonable Adjustment Policy”
- Answers should be your own work, in your own words and not plagiarised, nor copied. However, if an answer is cut & pasted, (such as a definition), then the source should be referenced
7. Please provide a minimum of 1 to 2 paragraphs for each question and submit a detailed report
Consider the following scenario:
Your company has several large retail outlets located strategically in the suburbs of Melbourne, Victoria and you also have an online purchasing facility. As well as over 50 face to face customer service personnel you also have a small team of 6 staff who handle telephone and online customer services enquiries and feedback.
Your business sells a large range of electrical equipment including small appliances, televisions, computers, printers, sound systems and white goods (refrigerators, washing machines, freezers, dryers).
You are a customer service manager 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 CEO 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.
Maria is a member of your customer service team. Her role is to receive telephone enquiries and complaints. You have observed the following:
- Maria has been rude to customers on several occasions. This behaviour contravenes company policy on the knowledge of the importance of friendly service to our customers.
- Maria 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.
- Yesterday Maria received a complaint from a customer:
I’m Harry and l work as a buyer for the state’s largest supplier of electrical equipment. We provide a lot of business to your company. I ordered 40 televisions 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 they arrive in the next four days. I’m going to begin legal action if the televisions don’t arrive today. ‘
Maria misunderstood and thought that the customer had ordered the products yesterday and argued with him. She accused the customer of being unreasonable. When the misunderstanding was eventually cleared up, Maria wasn’t sure how to track orders or reorder the products. She said there was nothing she could do as the procedures didn’t seem to cover this issue.
PART A
- Based on the information above you are required to produce a customer service plan. Develop the customer service plan using the template provided in Appendix 1.
Include:
- a vision and mission statement that refers to customer service
- a list of internal and external customer types and their needs
- product standards that may include (safety requirements, pricing, delivery)
- policies and procedures
- Design a customer service complaints policy and procedure using the template in Appendix 2.
- Discuss any legislation, standards or codes of practice and explain how it may be relevant to the development of customer service plans.
- Develop a short (one page) reflection on your plan and how the design of your plan will work to achieve quality customer service and legal compliance. Explain how your plan is consistent with best practice models, codes of practice and in line with the organisations business goals. In this reflection, you also need to summarise public relations and product promotion approaches that are appropriate.
Part B
- Write a brief customer service report in relation to the scenario described above (1 page).
- summarise customer service team performance.
- identify possible causes of customer service shortfalls.
- identify options to address the problem/s.
- Follow the customer complaint policy and procedure (Appendix 2) and draft an email to Harry to clear up the misunderstanding and address concerns.
Part C
Participate in a role-play with Maria to address her performance issues. You need to prepare to:
- ask open questions to understand and clarify Maria’s perspective.
- describe the policy and procedures for handling customer complaints.
- 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 Harry.)
- explain techniques for solving customer complaints.
- document the coaching session and its outcomes (Appendix 3).
- include a development training plan to support quality customer service delivery using necessary resources. (Appendix 4).
Part D
- How could you monitor and evaluate the quality of customer service your team is delivering to customers?
- Develop 2 KPI’s for customer service representatives on:
- Complaint handling time
- Following organisational procedures
- Sales
- Customer retention
- Identify customer issues
- Meet customer needs
- Customer satisfaction
- Develop a plan or procedure for monitoring team members’ performance (based on 1 KPI).
- How can we collect feedback from staff and customers to improve standards?
- What can we coach staff about to improve customer service standards?
PART E
- Develop a one-page questionnaire to collect customer feedback related to KPI’s and designed to uncover gaps between services provided (including the quality of service) and customer expectations.
- List one recommendation for each of the below:
- managing quality customer service delivery
- procuring appropriate technology to address customer needs
- improve public relations online and retail for this company
Your submission should be prepared using business software such as MSWord, Excel, Power Point or similar software, with hard copies provided to your Assessor (Hand written submissions are only acceptable with prior approval from your Trainer).
Your documents should be professionally formatted and include:
- Your Name
- Your Student ID
c. Unit Code
- Assessment Number (i.e. BSBCUS501 Assessment 2)
Resources: Refer to Resources section at Page 2.
ASSESSMENT 2 – ASSESSOR CHECKLIST
This checklist is to be used when assessing the students in the associated task. This checklist is to be completed for each student.
Please refer to separate mapping document for specific details relating to alignment of this task to the unit requirements.
Each task on this checklist must be found Satisfactory, to mark the assessment outcome as “Satisfactory”.
Please complete below
| Student Name: | |
| Student ID No: |
| PART A – Did the student | Satisfactory | Comments |
| Complete a customer service plan | Yes r No | |
| Design a customer service complaints policy and procedure | Yes r No | |
| Discuss any legislation, standards or codes of practice | Yes r No | |
| One-page reflection on your plan | Yes r No | |
| PART B – Did the student | ||
| Customer service report | Yes r No | |
| Draft an email | Yes r No | |
| PART C – Did the student | ||
| Participate in a role-play | Yes r No | |
| Document the coaching session and its outcomes (Appendix 3) | Yes r No | |
| Appendix 4: Development training plan | Yes r No | |
| PART D – Did the student | ||
| Monitor and evaluate the quality of customer service | Yes r No | |
| Develop 2 KPI’s for customer service representatives | Yes r No | |
| Plan or procedure for monitoring team members’ performance | Yes r No | |
| Collect feedback from staff and customers to improve standards | Yes r No | |
| Coach staff about to improve customer service standards | Yes r No |
| PART E – Did the student | ||
| One-page questionnaire to collect customer feedback | Yes r No | |
| List three recommendations | Yes r No |
Assessor Use Only
o Satisfactory (S) o Not Satisfactory (NS)
Assessor Signature: Date:
Appendix 1 – Customer service plan
| Customer Service Plan | |
| (Create a vision and mission statement that includes reference to customer services from the company’s business plan) Our vision: Mission: | |
| Who are our customers? | |
| Our internal customers are: | Our internal customers require: (List these customers’ needs) |
| Our external customers are: | Our external customers require: (List these customers’ needs) |
| List relevant product quality specifications | |
| · | |
| · | |
| · | |
| · | |
| · | |
| List relevant customer service guarantees, e.g. related to time, cost and after-sales support | |
| · | |
| · | |
| · | |
| · | |
| · | |
| List relevant policies and procedures that support customer service include: | |
| · | |
| · | |
| · | |
| · | |
| · |
Appendix 2
Customer complaints policy and procedure
Purpose: (Briefly explain the purpose of this policy)
Scope: (Briefly explain which people or departments this policy applies to) Resources: (Note whether there are procedures associated with this policy) Relevant legislation: (List any legislation relevant to the application of this policy) Updated/ authorized: (Write the year this policy was approved, and who approved it)
Customer complaints resolution 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.)
Complete minimum of 8 steps 1.
2.
3.
4.
5.
7.
8.
Appendix 3 – Role Play
| Manager Name | Employee Name | ||
| Time | Date | ||
| Location | |||
| Current performance issues | |||
| Questions asked to understand and clarify Mary’s perspective | |||
| Describe the policy and procedures for handling customer complaints | |||
| Outline techniques for dealing with different types of customers according to their needs | Dealing with small customers: Dealing with significant customers | ||
| Explain techniques for solving customer complaints |
Appendix 4 – Development training plan
| Topic to be taught | Training Method | How do we test participants | Resources Required | Outcome/Competency -at the end of this sessions, participants will be able to |
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