BSBCUS401 Coordinate implementation of customer service strategies Assessment Tasks ASSESSMENT INFORMATION The assessment activities associated with the unit of competency BSBCUS401 Coordinate...

35932 - 3500/1/1 - Formal Letter.docx
Heading: Received: customer complaint, Cust ID:
Date: 9th December 2018
Address:
Dear Ma’am,
With respect to the issue that has been raised, we wish to make you feel secured that your complaint has been heard and is under review
We have received your product details and vendor details along with the issue. We would get back to you in 48 hours
Thank you for having patience
Yours sincerely,
XYZ
35932 - 3500/1/1 - Implementation Schedule.docx
The customer service objective: To provide the best of service and the product to our clients
The customer service strategy that is to be implemented: Develop a product with good quality, price, quantity and use that would fit consumer needs
The activities/tasks involved in the implementation: Product research, development, marketing plan, marketing, sales funnel, sales approach
The staff required: Development, marketing, strategy, sales teams
Budget: $10000
Other physical resources or supplies: Advertising boards, digital marketing tie-up, customer databases
We are the decision makers and hence no further approvals are required
35932 - 3500/1/1 - InFormal Letter.docx
Heading: Received: customer complaint, Cust ID:
Date: 9th December 2018
Address:
Dear Ma’am,
Good Morning!!
Thank you for approaching us, we wish to deliver the best of customer service to our clients and are supportive of the developments
Do not worry at all, we are here for your support!!
We have received your product details and vendor details along with the issue. We would get back to you in 48 hours
Thank you for having patience
Have a great day and do not worry, we have your back!
Yours sincerely,
XYZ
35932 - 3500/1/1 - Meeting.docx
The stakeholders have agreed for the implementation plan and have given a go ahead for the plan.
The plan would be implemented in phases so that the results of the changes can be seen and noted
The development of the new products would open up new market segments which would be targeted using new strategies and growth patterns
35932 - 3500/1/1 - Part A.docx
Questionnaire:
1. Name
2. Age
3. Gender
4. Have you purchased our product in the last 3 months?
5. If Yes, which?
6. What need did you feel while purchasing our product?
7. On a scale of 1-5( 1 being the least and 5 the most ) rate the price (low/High)of the product
8. On a scale of 1-5( 1 being the least and 5 the most ) rate the efficiency (low/High)of the product
9. Would you be willing to buy the product again?
10. Should we send you further communication regarding offers/sale/new products?
35932 - 3500/1/1 - Part B.docx
Analysis
In the responses that we received we have understood that the clients are mostly female in the age group of 25-35 and are satisfied with the quality of the product but aren’t satisfied with the quantity of the product. Hence the price of the product is perceived as more. The efficiency of the product is good and the customers are willing to buy the product again
Recommendation
With the responses that we have received we would be going ahead and reducing the prices by 5% or providing more quantity of the product at the same price. The latter technique is preferred since reducing the price affects the quality.
The product packaging size too is changed and bigger bottles/packages would be available.
Multiple delivery options and payment methods with cashback offers would be made available.
35932 - 3500/1/1 - Part C.docx
Questionnaire
1. Did the presentation meet time constraints?
2. Did the presentation meet the requirements?
3. Did the presentation contain the relevant survey data?
4. Was the content in the presentation in a formal manner?
5. Can further changes be made to the product by seeing the presentation?
6. Is further analysis required?
The audience agreed to the presentation time duration and quality, but further steps of analysis is required about the percentages of audience satisfied with the product and their usage content
35932 - 3500/1/35932 - 3500 - 1.doc
BSBCUS401
Coordinate implementation of customer service strategies
Assessment Tasks
ASSESSMENT INFORMATION
The assessment activities associated with the unit of competency
BSBCUS401 Coordinate implementation of customer service strategies are listed below:
        Assessment 1: Written
        · Written answers to questions
        Assessment 2: Project
        · Written responses to tasks
        Assessment 3: Project
        · Written responses to tasks
This copy contains all of the assessment tasks required for completion of unit of competency
BSBCUS401 Coordinate implementation of customer service strategies.
Prior to commencing the assessments your assessor will explain each task to you.
You will be given the opportunity to ask questions and to seek clarification on any of the tasks, and your assessor will remain available to support you through the assessment process.
Your assessor is also available to discuss Recognition of Prior Learning and whether this applies to your circumstances.
TERMS AND CONDITIONS
Submitting your evidence portfolio
You are recommended to seek the advice of your assessor when putting together your evidence portfolio in order to confirm that you have provided sufficient evidence of competency.
You should note that your evidence portfolio must be retained by the Registered Training Organisation for audit purposes and will not be returned to you. If you wish to keep any evidence, you should make a copy prior to submission for assessment. You are advised to make sure you clearly label each answer and task and complete all sections of each assessment.
If possible, you should also submit copies of any workplace documents that may be relevant to this unit of competency. In this case you will need to gain approval to provide the copies from your employer.
Ownership and plagiarism
You are advised by accepting these terms and conditions you have declared the evidence that you submit is your own work or the result of your own research. By signing the declaration below you acknowledge your assessment is your own and contains no material written by another person except where due reference is made.
Note that if you quote any source in your evidence, you must provide a reference to the source in order to ensure that you do not breach Copyright legislation. You need to be aware that a false declaration may lead to the withdrawal of a qualification.
Re-submission of your evidence portfolio
If your evidence meets the requirements of the unit of competency you will be assessed as Competent (C) in this unit. If your evidence does not meet the requirements of the unit of competency you will be assessed as Not Yet Competent (NYC). If you are assessed NYC, it is important to discuss your re-submission with your assessor as you will be given one opportunity only to revise and re-submit your evidence portfolio.
BSABCUS401 Assessment cover sheet
        Student Name
        
        Student ID
        
        Qualification
        BSB40215 Certificate IV in Business
        Unit of Competency
        BSBCUS401 Coordinate implementation of customer service strategies
        Assessment Task
        Date of assessment
        Satisfactory
        Assessor Signature
        Assessment 1:
Written Test
        
        Yes ( No (
        
        Assessment 2:
Project
        
        Yes ( No (
        
        Assessment 3:
Project
        
        Yes ( No (
        
        Assessor’s Comments
        
        Competent (
        Not Yet Competent (
        Re-assessment required (
        Assessor name (please print)
        Assessor signature
        Date
        
        
        
        Declaration by Learner
        I confirm that the evidence that I have presented is my own work and/or the result of my own research. It contains no material written by another person except where I have stated the source. I am aware that a false declaration may lead to withdrawal of a qualification.
        
        
        
        
        
        Learner name (please print)
        Learner signature
        Date
If at any stage of the assessments, you believe that the safety of anyone is in jeopardy, you should abort the assessment session.
ASSESSMENT 1: WRITTEN TEST
INSTRUCTIONS TO LEARNER
You are required to answer the following questions to confirm your knowledge in relation to unit
BSBCUS401 Coordinate implementation of customer service strategies.
You may refer to your training materials and other research while completing the answers.
Write your answers in the spaces below using a blue or black pen. Alternatively type a document and provide a printed copy. If you re-type the document, repeat each question in the document and type your answer under the question.
        Questions and Learner’s answers
        Satisfactory (()
        Question 1. Each State and Territory is responsible for its own OHS Act, regulations and codes of practice. Which two of these three have legislated penalties for a breach?
        
        
        Question 2. What is the purpose of codes of practice?
        The main and the sole purpose of this act is to protect the workers from the health hazards
At the work place. This organization/act is responsible for setting out rules and regulations
At the workplace for the workers. It provides the steps and the procedures for dealing with hazards at work place and supports the law if compliance hasn’t been followed.
        
        Question 3. What are the two main aims of OHS legislation?
        1. The main aim of the OHS legislation and the WHS act is to
Securing the health and safety of the workers and their workplaces by the method of risk elimination and by fair and effective practise, consulting, co-ops, issue resolution and by encouraging the organizations and unions in playing a role that is constructive to the user and provide information, education and training with effective implementation of enforcement measures
2. The second aim is to give the highest level of protection possible from hazards and risks to the workers
        
        Question 4. What is the purpose of the NSW Anti-Discrimination Act 1977?
        This act was granted the royal ascent in the year 1977 on 28th April and had come into effect on 1st June 1977. This act is counted as the 48th act of 1977. Since then, more than 90 iterations have taken place in the act.
The purpose of this act was to curb unlawful, racist and other types of discrimination and to promote gender equality and opportunity for every person
        
        Question 5. Name six grounds that are prohibited by the NSW Anti-Discrimination Act 1977.
        There are more than 6 grounds that are prohibited to be discriminated
The act covered discrimination against:
Sex
Race
Disability
Martial Status
Sexual orientation
Age
Transgender and
Career aspirations
        
        Question 6. Briefly explain why it is important that a manager understands ethical principles and behaves in an ethical manner.
        The manager is the person to whom the team looks up to. The team comes to the manager whenever there is a misconduct or there is a situation which needs attention. If the manager isn’t ethical, how can the team rely on the decision of the manager? The manager has to be unbiased and take decision by considering the facts in order to build the trust among the employees
The manager has a client facing role too which means that if the manager indulges in activities that are not ethical, the business might lose clients which is a loss factor
        
        Question 7. List four principles of customer service.
        The 4 principles of providing extremely good customer service are:
1. Personalization: A customer is satisfied when she/he feels important and the solution is custom designed for them by personalization
2. Competency: The more the knowledge about the company’s products and services, more competent is the work force towards customers. In a survey, competence was named as one of the major components for satisfactory customer service
3. Convenience: The team should work to integrate the most commonly used channels of communication – phone, email, and whatever social media sites your customers may be on – in your customer service strategy. The customers may want to get in touch via any channel and this should be convenient for them
4. Proactivity: Customers want the companies to be proactive and find the solution to the problem they did not know they would encounter. Live chat is a great way to be proactive and talk to the customers
        
        Question 8. It is important to understand the organisation’s business structure in order to identify responsibility levels of certain roles (job positions) as well as the reporting lines within the business. What is the name of the diagram that illustrates these structures?
        Organizational Chart: It is a diagram that shows the structure of the organization, the relative rankings among the job roles and reltionships
        
        Question 9. To enable you to assist customers, you need detailed knowledge on the products and services available. Identify two ways to ensure staff have current knowledge on available products and services.
        1. Product / Service training
2. Involving the team in development and providing brochures and releasing magazines with latest developments
        
        Question 10. It is important to understand and maintain product and service standards. Provide two points as to why it is important for a business to ensure high product/service standards.
        1. Competency is improvised
2. 2. We may be targeting a niche market and hence quality is the top priority
        
        Question 11. A business is continually seeking ways to improve its customer service. There are a number of best practice models which provide copy lines on customer service. Explain one technique a manager could use to identify the most appropriate model?
        The model which is the most in line with the best practices of the company and matches the mission and vision of the company. The model that has proven statistical records of improving customer service and satisfaction should be chosen
        
        Question 14 Multiple choice
To improve customer service delivery would you-
         Talk to management
Develop Strategy
Consult with customer
Analyse feedback
All of the above
        
        Question 15 How would you delegate information relating to customer service
         Email
Newsletter
One to one instruction
Notice board
Informed team and management meetings
        
        Question 16 (Please Circle) Do you think it is important to consider available budget resources to improve customer service
        
YES / NO
If yes why?___ _________Exceeding the budget doesn’t guarantee proven customer success, excellent strategy proves to be useful. Overshooting the budget would give us constraints in product development/marketing/sales/operations etc which would make the product un competitive_______________________________________________
If NO Why?____________________________________________________________
        
        Question 17 Why is customer service so important?
        For every organization, it is the clients that bring in the projects and the finances.
If clients/customers of the company aren’t satisfied, there would be no repeat business.
Getting a new client / customer requires 8-9 times the cost and time than to get repeat business.
Also cross selling is easier to present clients. Hence client satisfaction is necessary to keep the business in continuation
        
        Question 18 What are the outcomes do you gain as an organisation through evaluating customer service
        1. Understanding customer needs
2. Understand customer insights
3. Know what the customer perceives about the company
4. Know how well positioned are our products
5. Know competitor’s services
        
        Question 19 Why is it important to use business technology regarding maintaining systems and records?
        Technology provides analytics and automation which can be useful in generating customer insights which can be used by product development and marketing team to introduce new and better products
        
        Question 20A
If you were to supply a report t your manager regarding customer service what would it include in the following
Evidence
Conclusions
Financial
Timelines
All of the above
        
        Question 20B Who are the major stakeholders in discussions of customer service strategies?
        1. Customer
2. Leaders/BOD
3. Share holders
4. Organization strategists
5. Financials and Products
        
        Total Questions
        20
ASSESSMENT 2: PROJECT
The following instructions have been provided to the learner.
INSTRUCTIONS TO LEARNER
This activity is related to the unit of competency: BSBCUS401 Coordinate implementation of customer service strategies
In particular, you will be required to demonstrate your skills and knowledge in relation to this unit of competency.
You may refer to your training materials and other research if required. The activity may be completed in the workplace or a simulated workplace.
Your assessor will use a checklist to record the assessment decision.
Overview Below are a number of practical tasks to be completed over a period of time in a real or simulated workplace where you will perform the duties of a manager.
The times for completion of the tasks are to be negotiated between yourself and the assessor. The tasks will reflect your ability to:
        Project:
        Advise on customer service needs and implement strategies to improve customer service.
Your assessor will provide you with instructions and complete a checklist on which they will record your satisfactory performance of workplace tasks.
The Project Tasks table below identifies the documents that you are required to prepare and submit in your evidence portfolio. They may be presented in printed format in a folder or as an electronic copy.
Ensure both your name and student number is clearly displayed.
        Project Tasks 1
        
        The following tasks may be completed as a workplace project based on your own organisation and job role, or as a simulated workplace project based on a fictitious organisation, or an organisation you are familiar with.
        As a manager it is important that you review customer service and seek ways to make improvements. It is important to consider improving not only your own standard of customer service but also to assist others to make improvements in their standard of customer service.
In order to identify ways to make improvements in customer service, you need to clarify and accurately assess the needs of customers. There are a number of ways this can be accomplished but they are all based on communication techniques. By ensuring there is good communication with customers, the number of customer complaints will reduce.
Communication techniques may relate to:
· Analysing customer satisfaction surveys
· Analysing quality assurance data
· Conducting interviews
· Consultation methods, techniques and protocols
· Making recommendations
· Obtaining management decisions
· Questioning
· Seeking feedback to confirm understanding
· Summarising and paraphrasing
Part A- Assess customer needs
Develop a questionnaire (minimum of 10 questions) which you could use to gather information from customers on their service needs and areas in customer service that may be improved. Customers should remain anonymous.
Customer needs may relate to:
· Accuracy of information
· Advice or general information
· Complaints
· Fairness/politeness
· Further information
· Making an appointment
· Prices/value
· Purchasing organisation's products and services
· Returning organisation's products and services
· Specific information.
Ask (at least ten) customers to complete the questionnaire. If you are in a simulated environment, you may use fellow students, family and friends to act as customers.
Customers may include:
· Corporate customers
· Individual members of the organisation
· Individual members of the public
· Internal or external
· Other agencies.
Analyse the feedback from the questionnaire and create a report explaining your findings (i.e. what are the customer’s needs) and make a comment (recommendation) on areas in customer services could be made.
Questionnaire:
1. Name
2. Age
3. Gender
4. Have you purchased our product in the last 3 months?
5. If Yes, which?
6. What need did you feel while purchasing our product?
7. On a scale of 1-5( 1 being the least and 5 the most ) rate the price (low/High)of the product
8. On a scale of 1-5( 1 being the least and 5 the most ) rate the efficiency (low/High)of the product
9. Would you be willing to buy the product again?
10. Should we send you further communication regarding offers/sale/new products?
In the responses that we received we have understood that the clients are mostly female in the age group of 25-35 and are satisfied with the quality of the product but aren’t satisfied with the quantity of the product. Hence the price of the product is perceived as more. The efficiency of the product is good and the customers are willing to buy the product again
Part B- Identify ways to improve customer service
Using the information from Part A, explain in a report the customer service issues and problems you diagnosed and the appropriate options you identified to improve customer service. You need to mention how these options meet with the organisation’s requirements i.e. business aims, objectives, strategies and provide opportunities for continuous improvement.
Organisational requirements may include:
· Access and equity principles and practice
· Anti-discrimination and related policy
· Confidentiality and security requirements
· Defined resource parameters
· Ethical standards
· Goals, objectives, plans, systems and processes
· Legal and organisational policies, copylines and requirements
· OHS policies, procedures and programs
· Payment and delivery options
· Pricing and discount policies
· Quality and continuous improvement processes and standards
· Quality assurance and/or procedures manuals
· Replacement and refund policy and procedures
· Who is responsible for products or services?
Strategic areas for improvement may include:
· Courtesy/politeness
· Delivery times
· Merchandise characteristics
· Price offers
· Product/refund guarantees
· Product/service availability.
With the responses that we have received we would be going ahead and reducing the prices by 5% or providing more quantity of the product at the same price. The latter technique is preferred since reducing the price affects the quality.
The product packaging size too is changed and bigger bottles/packages would be available.
Multiple delivery options and payment methods with cashback offers would be made available.
Part C- Provide advice on improving customer service
Step 1- Develop a PowerPoint presentation to present your findings from Parts A and B on service needs of customers and ways to make improvements. The number of slides should not be more than 12. The presentation will be shown to management, staff and other interested parties to promote strategies to improve customer service.
Arrange with management, staff and other interested parties to attend the presentation on customers’ service needs and strategies to improve customer service. If you are in a simulated workplace environment, you may ask your fellow students to represent the invited individuals and groups.
Individuals and groups may include:
· Colleagues
· Committee
· Customers
· External organisation
· Line management
· Supervisor.
· Design a presentation feedback form (of at least 5 questions) to gather comments from your audience on customer service needs and your proposed improvements. Provide a copy of the feedback form to your assessor.
1. Did the presentation meet time constraints?
2. Did the presentation meet the requirements?
3. Did the presentation contain the relevant survey data?
4. Was the content in the presentation in a formal manner?
5. Can further changes be made to the product by seeing the presentation?
6. Is further analysis required?
· Gather and analyse the presentation audience feedback on customer service needs and your proposed improvements. Explain your findings in a report i.e. did the audience agree, disagree, support your findings and ideas, reflect concern to change, etc.
The audience agreed to the presentation time duration and quality, but further steps of analysis is required about the percentages of audience satisfied with the product and their usage content
        
        Project Tasks 2
        
        1. As a manager you need to provide templates of letters for staff to use as examples of the standards and requirements of business letters when responding to customers’ difficulties and complaints. Following the organisation’s procedures and using templates when resolving customer difficulties and complaints encourages prompt action and ensures a standard approach in quality customer service. Customer complaints may be received as a letter, email, phone call or orally from the customer. The letter templates should display the content, structure, layout and format of two types of customer service letters- formal and informal.
Procedures to resolve customer difficulties may include:
· External agencies (e.g. Ombudsman)
· Item replacement
· Referrals to supervisor
· Refund of monies
· Review of products or services
· Using conflict...