I attached my both requirements files.you need to do my answer sheet according to question file.

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CPW2 Assessment 1: Answer Sheet and Assessor Report
When completed, upload this Answer Sheet to LMS (Word Document), following standard procedure and naming protocol. Do not send this via email to the facilitator!
    Module
    CPW2: Workplace Communication: Address customer needs
    Candidate’s Name
     XXXXXXXXXXAssessment Due Date:
XXXXXXXXXX5 Business days after completion of Session 2-M1)
    Declaration
    I hereby solemnly declare that the assessment work I submit is my own and that no part has been taken from other candidates or authors without reference to their publications
    Assessor’s Name
     XXXXXXXXXXCourse Code:
Assessment 1 - Part A: Discussion of core work skills and customer service (pair work)
    Skill cluster:
    Skill area:
    Examples of effect on customer service:
    1: Navigate the world of work
    Manage career and work life; work with roles, rights and protocols
    If an employee does not understand consumer rights, or privacy laws in Australia, he/she may make mistakes or give wrong information
    2: Interact with others
    Communicate for work; Connect and work with others; Recognise and utilise diverse perspectives
    
    3: Get the work done
    Plan and organise; Make decisions; Identify and solve problems; Create and innovate; Work in a digital world
    
Assessment 1 - Part B: Discussion of case study scenario and categorising customer
XXXXXXXXXXservice problems
    The RATER Elements
    BM’s Customer Service problems (examples)
    Reliability
Timeliness
Consistency/Regularity
Accuracy
    
    Assurance
Staff competence
Respect for customers
Credibility, Honesty, Confidentiality
Safety and security
    In some cases, the design specifications (of business software) did not match the requirements of the client, causing a lot of after sales difficulty
    The RATER Elements
    BM’s Customer Service problems (examples)
    Tangibles
Physical facilities and equipment
Employees
Communication
    
    Empathy
Access (staff, services, information)
Communication (clear, appropriate, timely)
Appropriate services
Understanding the custome
Individualised attention
    
    Responsiveness
Willingness to help
Prompt service
Problem resolution
    Reception staff have good communication skills, but wait times are long
Assessment 1 - Part C: Recommendations for improving customer service delivery at
‘BM Services’ (350 words)
    Results
    C
    NC
    · Part A
    Clear understanding of the relationship between non-technical skill performance and customer service quality
    
    
    · Part B
    Accurate interpretation, analysis and categorisation of customer service problems
    
    
    · Part C
    Plausible solutions and professional standard of written recommendation summary
    
    
    
Feedback to candidate:
    The candidate’s overall performance is:
     Competent
     Not Competent
    Is re-assessment necessary?
     Yes
     No
    Assessor’s signature
    
    Date
    
Module 1 CPW2 Assessment 1 Answer Sheet and Assessor report     V5.0    Page | 2


XXXXXXXXXXModule 1 CPW2 Assessment 1: Address Customer Needs

This module prepares participants to be able to communicate effectively in various work roles and contexts, including in customer facing roles. PYear participants are required to demonstrate effective communication and, at times, respond to the emotion of colleagues and customers. To achieve this, the participants need to use clarifying language and build empathy.
Assessment 1 - Part A: Discussion of core work skills and customer service (pair work)
Using the 10 Core skills for work information (given in 3 clusters below), discuss how a lack of skill in certain non-technical areas (e.g lack of understanding of legal rights and responsibilities or poor relationship building techniques, poor time management, or difficulty solving problems) may influence the quality of Customer Service in any business. When focusing on ICT Services you may consider:
· over the counter sales of equipment or parts;
· face-to-face and on-line IT support;
· rolling out networks or installing systems at a customer business location;
Use the Core skills table on the Answer sheet for CPW2 Assessment 1: Address Customer Needs for submission (Each candidate submits own individual answer sheet). Example:
    Skill cluster:
    Skill area:
    Examples of effect on customer service:
    1: Navigate the world of work
    Manage career and work life; work with roles, rights and protocols
    If an employee does not understand consumer rights, or privacy laws in Australia, he/she may make mistakes or give wrong information.
When dealing with over the counter sales, an employee must understand the protocol of credit card payment, including identity checks. This must be done in a pleasant sensitive way.
Assessment 1 - Part B: Discussion of case study scenario and categorising customer service problems.
Read the case study scenario and customer service data collection of ‘BM Services’ below, then, using the RATER Elements, discuss and categorise the problems for use in an audit report.
*Complete the RATER Elements table on the Answer sheet for CPW2 Assessment 1: Address Customer Needs for submission (Each student submits own individual answer sheet)
Scenario BM Services:
You are contracted to conduct an audit of customer service standards in a Business Management Company (BM Services), a business that supplies I.T. support, Accounting services, Management and HRM Advice to other businesses. BM Services is losing return customers and the head office regularly receives complaints about poor service standards.
You have surveyed BM Service staff dealing with customers (internal and external) using various methods: (mystery shopper; in office surveys; customer feedback and complaints data analysis) and you have identified a number of problems.
a) Mystery shoppers revealed the following:
· Reception staff have good communication skills, but wait times are long
· On-line support staff (desk help) were inefficient and wait times too long
· Staff on client support visits often did not keep to appointment times
) Complaints analysis found:
· In many cases, system support staff lacked focus on individual business needs and did not deliver what was promised
· Software advisory staff and network engineers often assumed detailed IT knowledge of customers (leading to confusion).
· In some cases the design specifications (of business software) did not match the requirements of the client, causing a lot of after sales difficulty
c) Customer feedback comments:
· Support staff are not polite
· Phone systems are often engaged or have long wait periods
· Workplace environment seemed ‘tense’, with staff fighting among themselves
· The company was too strict with overdue accounts
· The customer experience with software products (e.g. CSM) was often unsatisfactory, due to a lack of after sales service
d) Survey responses overall showed that:
XXXXXXXXXX% will return XXXXXXXXXX% might return, but are not happy XXXXXXXXXX% will not return
The RATER Elements:
    Element
    Your Customers’ Needs (examples)
    Reliability
Timeliness
Consistency/Regularity
Accuracy
    · Quick response to phone/ internet enquiries for support.
· Details taken co
ectly
· Co
ectness of invoice
    Assurance
Staff competence
Respect for customers
Credibility, Honesty, Confidentiality
Safety and security
    · Staff have extensive product knowledge.
· Inclusivity for all customers.
· Receive products as depicted in advertising.
· Clean, safe environment
    Tangibles
Physical facilities and equipment
Employees
Communication
    · Clean, safe environment
· Staff who communicate clearly and can easily understand what you want
    Empathy
Access (staff, services, information)
Communication (clear, appropriate, timely)
Appropriate services
Understanding the custome
Individualised attention
    · Understanding of special needs
· Staff who communicate clearly and can relate to your needs
· To feel valued
    Responsiveness
Willingness to help
Prompt service
Problem resolution
    · Staff have time to respond to queries promptly without customers feeling they are being a nuisance
Assessment 1 - Part C: Recommendations for improving customer service delivery at BM Services (350 words).
Write a summary of your recommendations based on the above survey findings and the RATER elements. For this task, don’t rehash each of the problems found, instead try to combine them into
oad categories and focus on big picture solutions.
Solutions could include:
· Organise Staff training in expressing empathy and making the clients feel more valued by the organisation
· Create additional staff appraisal performance indicators (KPIs) for improving wait times
· Developing/updating of customer service policies in the area of accounts payable (for overdue accounts or special needs)
· Creating task groups with responsibility for after sales problem solving
Assessment due date: 5 business days after completion of Session 2 of Module 1
Submission Advice:
Use the Answer sheet for CPW2 Assessment 1: Address Customer Needs
Upload the Answer sheet to LMS (Word Document), following co
ect procedure and naming protocol
Do not send the Answer Sheet to your facilitator!
Module 1 CPW2 Assessment 1 Address Customer Needs    V5.0    Page | 1
Answered Same DayMay 14, 2022

Answer To : I attached my both requirements files.you need to do my answer sheet according to question file.

Bidusha answered on May 14 2022
14 Votes
CPW2 Assessment 1: Answer Sheet and Assessor Report
When completed, upload this Answer Sheet to LMS (Word Document), following standard procedure and naming protocol. Do not send this via email to the facilitator!
    Module
    CPW2: Workplace Communication:
Address customer needs
    Candidate’s Name
     Assessment Due Date:
(5 Business days after completion of Session 2-M1)
    Declaration
    I hereby solemnly declare that the assessment work I submit is my own and that no part has been taken from other candidates or authors without reference to their publications
    Assessor’s Name
     Course Code:
Assessment 1 - Part A: Discussion of core work skills and customer service (pair work)
    Skill cluster:
    Skill area:
    Examples of effect on customer service:
    1: Navigate the world of work
    Manage career and work life; work with roles, rights and protocols
    Customer service with high-quality expertise requires crucial communication skills and knowledge demonstration to consumers. Workers are then placed in areas where they can efficiently do their responsibilities and are accountable for each customer. Workers have the right to labour in an equitable and egalitarian work environment. Workers who work with protocols should keep track of their actions in order to give them with professional assistance.
    2: Interact with others
    Communicate for work; Connect and work with others; Recognise and utilise diverse perspectives
    Customer service representatives with excellent communication skills may successfully achieve job outcomes. It may also boost client loyalty and help the organisation project a positive image. Workers will respect one other's values if they have a positive friendship with another team member. This will also encourage them to work in a pleasant atmosphere. In addition, personnel from various cultural origins and perspectives will assist in providing customer service based on various experiences and civilizations.
    3: Get the work done
    Plan and organise; Make decisions; Identify and solve problems; Create and innovate; Work in a digital world
    Workload planning and scheduling will aid workers in developing the ability to organise their work in order to boost productivity and quality. As a result, customers may use the service right away. Personnel with sophisticated decision-making talents, as well as...
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