Reference no: EM132967897

Assessment Task - Manage organisational customer service

Monitoring and support strategies

This taks builds on Task 2 where policies and procedures are also provided.

You are a customer service manager working for Innovative Widgets.

The board at Innovative Widgets is pleased with the work you have performed to address some of the customer service problems in the organisation. Mary is performing better in her role and feeling more confident. Yore Mine continues to purchase their widgets from Innovative Widgets.

At this stage, the board would like you to take some steps to improve the 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.

This task comprises of the following assessment methods:
o Product-based
o Direct observation of Role-Play
o Case Study
o Other (specify)

It has been designed to evaluate your ability to/competency in:

• Identify and procure resources required to address customer service requirements
• Monitor team performance and assess against the organisation's quality and delivery standards
• Develop and use strategies for monitoring progress against product and service targets and standards
• Develop and use strategies for obtaining customer feedback on the provision of product and service
• Adapt delivery of customer product and service in consultation with relevant individuals and groups
• Manage records, reports and recommendations within the organisation's systems and processes

You are required to address the following:
• Task 3.1 Monitoring strategies:
Develop and use strategies to:
» Monitor progress in achieving product and/or service targets and standards
» Obtain customer feedback to improve the provision of products and services
» Develop, procure and use resources effectively to provide quality products and service to customers
• Task 3.2 Decision making on customer service improvement:
o Address a scenario and make decisions to overcome problems and adapt customer services, products, and service delivery in consultation with pertinent stakeholders.

Although the assessment requires group collaboration to simulate a work environment, the assessment submission is individual, and it will be marked as such.

• Consult with a group of students who will play the role of pertinent stakeholders in the organisation to determine remedial actions to address customer service-related issues.

Task 3.1 Monitoring strategies

Develop and implement strategies to:

• Monitor progress in achieving product and/or service targets and standards
• Obtain customer feedback to improve the provision of products and services
• Use resources to provide quality products and service to customers

a) Monitor progress in achieving product and/or service targets and standards

1. Develop a strategy to monitor progress in achieving product and/or service targets (Template 1).
2. Provide a practical example of how to use the monitoring strategy for each described scenario below to monitor progress in achieving product and/or service targets and standards:
b) Obtain customer feedback to improve the provision of products and services

Develop a questionnaire to obtain customer feedback to improve the provision of products and services at Innovative Widgets.

The questionnaire must be developed as follows:
• 6 questions (using four or more of the question types listed below)
o 1 open question
o 1 multiple choice question (3 choices)
o 1 leading question
o 1 importance question
o 1 dichotomous question
o 1 rating question
o 1 buying propensity question

• Cover 3 or more of the following topic areas:
o Customer satisfaction
o Propensity to buy Innovative Widgets Products
o Quality of customer service
o Delivery (speed)
o Repeat orders
o Recommend Innovative Widgets to colleagues/friends

c) Procure resources to provide quality products and service to customers

1. Develop a strategy to provide professional development in customer service practices for the customer service team. The strategy must address:

• Latest customer service techniques
• Use of CRM
• Conflict management/Handling of complaints
• Team building
• Work-life balance
And
• Costing
• Timelines to implement the strategy
(80-120 words)
(Example: formal and informal training, mentoring, team building activities, flexible work arrangements etc.)

2. Develop a plan to procure the resources needed to implement the strategy.
Include information on features and pricing of a new CRM that could be implemented at Innovative Widgets.

3. Provide a practical example of using resources effectively to provide quality products and services to customers for each scenario below.

Task 3.2 Decision making on customer service improvement

Meet with a group of classmates. The classmates will play the roles of pertinent stakeholders in the organisation:
• Manufacturing manager
• Warehouse manager
• Sales manager
• HR manager
1. Discuss the scenarios below and, in consultation with the stakeholders, make decisions to overcome problems and adapt customer services, products, and service delivery.
2. Write the meeting minutes of the consultation as evidence of your meeting (Template 2).

Scenario A
A competitor has just entered the Australian market, selling the same product with an aggressive discount strategy (10% discount for each product). How can you compete against such an aggressive campaign? How can you adapt your customer service, products and service delivery to:
• Compete on quality of customer service
• Keep your customer base
• Reinforce the message that you are a reliable and quality supplier
• Increase the speed of delivery (now it is three days guaranteed)
• Cut the operational cost by 10% to match the price of the competitor if needed
Consult with the stakeholders and record 3 key decisions that you can make today to address the scenario.

Scenario B
3 new team members have joined the customer service team. They need appropriate induction and training. Consult with the stakeholders and record 3 decisions that you can make today to properly induct and train the new team members to perform according to the standards required.

Scenario C
Innovative Widget has just launched a new product (Product Alpha) with a target to achieve one million dollars in sales in 6 months since launch by advertising to existing customers only.

Product alpha is a widget developed using 3D printing technology to customers' specifications (see the picture on the left as an example).
Consult with the stakeholders and create a tagline for the product.

Attachment:- Monitoring and support strategies.rar