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BSBCUE601 OPTIMISE CUSTOMER ENGAGEMENT OPERATIONS

Table of Contents
Assessment Type 1: Project Work    4
Answer to Question 1    4
Executive Summary    4
Introduction    4
Report of Findings    4
Ethical Principles    5
Conclusion    5
Answer to Question 2    5
Introduction    5
Report on How Customer Service Consultants Engage with Customers    5
Conclusion    5
Answer to Question 3    5
Coaching    5
Process Analysis    5
E Learning Sessions    6
Performance Management    6
Answer to Question 4    6
Answer to Question 5    6
Answer to Question 6    7
Answer to Question 7    7
Improvement Plans    7
Start Time    7
End Time    7
Staff Responsibility    7
Required Budget    7
Answer to Question 8    8
Assessment Type 2: Written Test    9
Question 1    9
Question 2    9
Question 3    9
Question 4    9
Question 5    9
Question 6    9
Question 7    9
Question 8    9
Question 9    10
Question 10    10
Question 11    10
References    11
Assessment Type 1: Project Work
Answer to Question 1
Executive Summary
Zie Energy is based in Melbourne and retails in green energy distribution. The company has folded its business to a large customer base through various acquisitions and mergers. The customer base of the company has increased by 1.6 million. This discourse will rethink the job of the shopper, as they no longer accept the end client job simultaneously. Rather than the customary exchange or potentially trade, the idea turns into a cycle of association among associations and shoppers.
Introduction
Client commitment is a business correspondence association between an outside partner (shopper) and an association (organization or brand) through different channels of correspondence. This association can be a response, collaboration, impact or largely client experience, which happens on the web and disconnected. Mulling over the boundless data and associations for shoppers, the best approach to create vulnerable client commitment is to interface proactively with clients by tuning in. Listening will enable the shopper, give them control, and support a client driven two-way discourse.
Report of Findings
Through in the current scenario the company is facing issues with inconsistent data collection and analysis. The call centre employee found it difficult to get hold of data and access them from various sources. This framework likewise gives proficient business goals to its present clients, offering more advantages to upgrade its client support encounters. The framework permits a clear diagram of client records and gives once-to all goals for clients inside one call. It permits Zie Energy to enter and stay as the principal rival in the commercial centre. With its present enormous number of clients, this new framework permits the organization to give improved client care encounters.
At first, its SA clients converged with the organization, its business execution level and consumer loyalty met or even surpassed the business targets and objectives. Anyway, because of the expanded number of clients and their requests, to tackle this issue, Zie Energy chooses to give staff preparation and improve their ability levels. It likewise chooses to improve the information the executives’ framework to improve the business efficiencies. Their client assistance staff should be prepared to give better client support encounters.
Ethical Principles
The company thus to mitigate the issues built a integrated system for the information system, Sap system was installed to replace the old system of billing which was easy to track and customer requests can be met easily.
Conclusion
Laws applicable in their case are codes of practice, privacy laws, and ethical principles.
Answer to Question 2
Introduction
Customer service shall engage with the customers by targeting the profile of the customers. A target profile can be those customers whose needs are met by the product the company produces.
Report on How Customer Service Consultants Engage with Customers
Customers who are using the company product must be identified and targeted by the customer service (Schiffbauer & Sampi Bravo, 2019). The first impression is...