Reference no: EM133713931

Manage organisational customer service

Assessment 1-Short Questions

Preliminary Task
Question 1 of these Short Answer Questions requires you to refer to:
The state/territory-specific requirements, such as work health and safety requirements of your state/territory
Codes of practice applicable to your industry.
For your assessor's reference, indicate the following below:
Which state/territory you are currently based or located in by ticking the box that corresponds to your answer
Industry that your workplace/organisation falls under
When answering Question 1 you must refer to the work health and safety requirements and legislation of the state/territory and industry you indicated below.

Question 1
Complete the following table on legislative and regulatory frameworks that govern customer service.

Australian Consumer Law (ACL)
Identify two general protections for consumers provided in Schedule 2 of the Competition and Consumer Act 2010.
Identify two kinds of agreements that are not unsolicited consumer agreements as listed in Parts 6 and 7 of the Competition and Consumer Regulations 2010.
Identify the types of retailers to whom the Unit Pricing Code, a mandatory industry code under the Competition and Consumer Act 2010, applies.

Work Health and Safety (WHS)
Identify the following:
The legislative Act that governs WHS in your state/territory.
The regulations that define how to meet the legislative requirements in your state/territory.
The code of practice that provides practical information on how you can meet the requirements in the Act and Regulations in your industry.

Legislative Act      
Identify at least one legislative requirement that has an impact on customer service.

Briefly explain how the identified legislative requirement impacts customer service.

Identify at least one regulatory requirement that has an impact on customer service.

Briefly explain how the identified regulatory requirement impacts customer service.

Code of Practice      
Identify at least one code of practice requirement that has an impact on customer service.

Briefly explain how the identified code of practice requirement impacts customer service.

Question 2
Describe each of the three elements of effective customer service outlined below.

Question 3
Access the policies and procedures from your organisation for each of the following:
Customer service
Complaints
Complete the table below by outlining the following for each policy and procedure:
At least one policy statement
At least one set of procedures

Question 4
List the following:
At least three service standards that organisations establish to set the direction and provide guidelines to their employees on how to engage with and manage their customers.
At least three best practice models that organisations adopt for customer service.

Question 5
Complete the table below by describing each of the listed key principles of:
Public relations (PR)
Product promotion

Question 6
List at least three techniques that can be used by organisations to help resolve customer complaints

Question 7
Complete the table below by describing the listed principles and techniques involved in managing each of the following aspects of customer service.

Question 8

Complete the table below by describing each listed strategy for the different phases of managing customer service relationships.

Assessment 2- Simulated Environment

This assessment has a set of tasks that must be completed in a Simulation Environment-Bounce Fitness. To be assessed for this unit of competency, you must demonstrate your skills and knowledge to develop strategies to manage organisational systems that ensure products and services are delivered and maintained to standards agreed by the organisation. The simulation Bounce Fitness environment will provide you access to all the resources required to complete this assessment. Please see Resources Required for Assessment and access to Bounce fitness simulated environment (website).

Background of Simulation Environment- Bounce Fitness:

Please Access and review the information from the following links before to complete each tasks using the Simulated Workplace Assessment-Bounce Fitness.

Simulated Workplace Project Assessment
Project Overview
This Simulated Workplace Project assessment requires you to develop and review strategy for delivering and monitoring quality customer service for an organisation or work area.
This assessment is divided into 6 tasks:
Task 1: Consult with Customers to Identify Customer Requirements
Task 2: Strategic Plan
Task 3: Procure Required Resources
Task 4: Deliver Products and Services and Obtain Customer Feedback
Task 5: Monitor Product and Service Delivery Performance
Task 6: Adapt Product and Service Delivery
This project requires you to complete the assessment tasks in a real workplace, or in an environment with conditions similar to that of a workplace.
Each task comes with a set of instructions. You are to follow and perform these instructions while being observed by the assessor and/or submit any required documentation as evidence of task completion.
Before starting this assessment, your assessor will discuss with you these tasks, including instructions, resources, and guidance for satisfactorily completing them.
You are required to:
Complete the tasks within the time allowed, as scheduled in-class roll.
Develop and review strategy for delivering and monitoring quality customer service for an organisation or work area.
Implement quality customer service policies and procedures.
Identify and resolve system problems relating to poor customer service .
Assist teams to meet customer service requirements.
Develop, procure and use human and physical resources to support quality customer service delivery.

Task 1: Consult with Customers to Identify Customer Requirements
Assessment Instructions
This task will require you to consult with at least two customers to identify customer requirements of your organisation and prepare a Customer Requirements Report.
Use the Customer Requirements Report template provided on Appendix section at the end of this assessment workbook.
To complete this task, you must:
Obtain and review copies of at least one organisational system and one process related to management of each of the following:
Customer Records
These may by any type of customer records, such as contact details, invoices, correspondence.
Customer Reports
These may by any type of customer reports, such as purchase history, profitability, interaction history.
Recommendations
These may by any type of customer service-related recommendations based on review and analysis, such as proposed changes to policies, procedures, products, services, pricing.
Consult with at least two customers and obtain feedback to identify:
At least three product requirements, including:
At least two product features
At least one product delivery timeframe
At least three service requirements, comprising:
At least two service features
At least one service delivery timeframe
Prepare a Customer Requirements Report.
Incorporate all items listed above.
Outline the written sources of information accessed to develop the report.
Include annexures for:
Extracts of organisational systems and processes for management of records, reports and recommendations.
The documented customer feedback
Store the documented customer feedback records in accordance with the organisation's systems and processes.

Review Simulated Workplace Project Task 1 - Assessor's Checklist before starting this task. This form outlines the following:
Resources you are required to access to complete the task.
All criteria your submission must address to satisfactorily complete this task.
Your assessor will discuss these resources with you, and the criteria outlined in this form prior to this assessment.
Review the template you will use to complete this task. Use the Customer Requirements Report template provided on Appendix section at the end of this assessment workbook.
Submit the completed Customer Requirements Report to your assessor. Include any supplementary documents/sources used to create the Customer Requirements Report, such as:
Organisational systems and processes for management of records, reports and recommendations.
The documented customer feedback.
You must also submit evidence of consultation with at least two customers of the organisation on their product and service requirements. The consultation must occur prior to preparing the Customer Requirements Report.
Evidence must be at least one of the following:
Email correspondence
Meeting minutes
Survey form
You must also submit evidence that you have stored the documented customer feedback records in accordance with the organisation's systems and processes. Some examples of evidence are:
System report showing the documents were successfully saved in the storage system
Screenshot of the document names stored in the storage system
Email confirmation that the documents were successfully saved in the storage system

Task 2: Strategic Plan
Assessment Instructions
This task will require you to develop strategies to deliver quality products and services and monitor progress against customer requirements for products and services identified in Simulated Workplace Project Task 1.
Use the Strategic Plan template provided on Appendix section at the end of this assessment workbook.
To complete this task, you must:
Obtain and review copies of:
The Customer Requirements Report you prepared in Simulated Workplace Project Task 1.
At least one legislation related to customer service
Legislation may be any legislative Act such as:
Age Discrimination Act 2004,
State, territory or Commonwealth work health and safety (WHS) legislation
Privacy Act 1988.
At least two regulations
Regulations may be any regulations issued under the corresponding legislations such as:
The Privacy Regulation 2013
State, territory or Commonwealth work health and safety (WHS) regulations.
At least two codes of practice
These may be any codes of practice followed by the industry or organisation, such as:
Privacy codes of practice
WHS codes of practice
Cyber security codes of practice.
The organisation's business plan containing:
Customer product delivery standards
Customer service delivery standards.
An organisational standard is a target or benchmark laid down in organisational documents such as policies, procedures, business plans.
Identify the standards for the organisation's products and services for the following customer requirements.
At least one product requirement, comprising:
At least two product features
At least one product delivery timeframe
At least one service requirement, comprising:
At least two service features
At least one service delivery timeframe
Compare each identified standard with the corresponding customer requirement identified in Simulated Workplace Project Task 1.
Identify at least two organisational standards that do not meet customer requirements including:
At least one product requirement
At least one service requirement
Integrate the organisational standards that do not meet the identified requirements into the organisation's business plan:
Integration refers to updating the current organisational standard to meet the product or service requirement.
Organisational standards that do not meet product requirements
Organisational standards that do not meet service requirements
Develop at least two strategies for delivering quality customer service, including:
At least one product strategy
At least one service strategy
Identify at least two resources required to address customer service requirements, including:
At least one human resource
A human resource refers to a person in the workforce of the organisation.
At least one physical resource
A physical resource refers to a tangible, non-human resource.
Develop strategies for monitoring progress against product and service standards (targets) identified in Simulated Workplace Project Task 1.
Develop strategies for obtaining customer feedback on provision of products and services.
Prepare a Strategic Plan:
Incorporate all items listed above.
Outline the written sources of information accessed to develop the report.
Include annexures for:
Extracts of the organisation's business plan containing customer product and service delivery standards.
Extract of the organisation's business plan with integrated product and service requirements not currently met by organisational standards.
Review Simulated Workplace Project Task 2 - Assessor's Checklist before starting this task. This form outlines the following:
Resources you are required to access to complete the task.
All criteria your submission must address to satisfactorily complete this task.
Your assessor will discuss these resources with you, and the criteria outlined in this form prior to this assessment.
Review the template you will use to complete this task. Use the Strategic Plan template provided on Appendix section at the end of this assessment workbook.
Submit the completed Strategic Plan to your assessor. Include any supplementary documents/sources used to create the Strategic Plan, such as:
Extracts of the organisation's business plan containing customer product and service delivery standards.
Extract of the organisation's business plan with integrated product and service requirements not currently met by organisational standards.

Task 3: Procure Required Resources
Assessment Instructions
This task will require you to procure the resources required to implement the product and service strategies you identified in Simulated Workplace Project task 2.
To complete this task, you must:
Review the Strategic Plan you prepared in Simulated Workplace Project Task 2.
Procure at least two resources required to implement the product and service strategies you identified in Simulated Workplace Project task 2, including:
At least one human resource
A human resource refers to a person in the workforce of the organisation.
At least one physical resource
A physical resource refers to a tangible, non-human resource.
Review Simulated Workplace Project Task 3 - Assessor's Checklist before starting this task. This form outlines the following:
Resources you are required to access to complete the task.
All criteria your submission must address to satisfactorily complete this task.
Your assessor will discuss these resources with you, and the criteria outlined in this form prior to this assessment.
You must also submit evidence of procurement of resources.
Evidence can include any of the following:
Photo of the resource
Copy of receipt
Copy of allocation schedule showing that the resource has been allocated for use

Task 4: Deliver Products and Services and Obtain Customer Feedback
Assessment Instructions
This task will require you to deliver at least one product and one service to a customer, obtain customer feedback and prepare a Customer Feedback Report.
Use the Customer Feedback Report template provided on Appendix section at the end of this assessment workbook.
To complete this task, you must:
Obtain and review:
The Strategic Plan you prepared in Simulated Workplace Project Task 2.
At least one organisational policy and procedure on quality customer service that apply to strategies used to obtain customer feedback on provision of products and services.
Deliver the following to at least one customer:
You must conduct the delivery through a team led by you.
At least one product
At least one service
Each delivery must use the human and physical resources procured in Simulated Workplace Project Task 3
Implement the organisational policies and procedures on quality customer service to obtain customer feedback on provision of products and services.
Prepare a Customer Feedback Report, incorporating all items listed above.
Outline the written sources of information accessed to develop the report.
Include annexures for:
Extracts of organisational policies and procedures on quality customer service that apply to strategies used to obtain customer feedback on provision of products and services.
The documented customer feedback.
Store the Customer Feedback Report in accordance with the organisation's systems and processes.
Review Simulated Workplace Project Task 4 - Assessor's Checklist before starting this task. This form outlines the following:
Resources you are required to access to complete the task.
All criteria your submission must address to satisfactorily complete this task.
Your assessor will discuss these resources with you, and the criteria outlined in this form prior to this assessment.
Review the template you will use to complete this task. Use the Customer Feedback Report template provided on Appendix section at the end of this assessment workbook.
Submit the completed Customer Feedback Report to your assessor. Include any supplementary documents/sources used to create the Customer Feedback Report, such as:
Extracts of organisational policies and procedures on quality customer service that apply to strategies used to obtain customer feedback on provision of products and services.
The documented customer feedback.
You must also submit evidence of delivering at least one product and at least one service to at least one customer.
Evidence must be at least one of the following:
Correspondence showing the customer has received the product or service
Delivery docket
Receipt showing the customer has received the product or service
You must also submit evidence that you have stored the Customer Feedback Report in accordance with the organisation's systems and processes. Some examples of evidence are:
System report showing the documents were successfully saved in the storage system
Screenshot of the document names stored in the storage system
Email confirmation that the documents were successfully saved in the storage system

Task 5: Monitor Product and Service Delivery Performance
Assessment Instructions
This task will require you to monitor team performance on product and service delivery, identify problems and solutions, and prepare a Product and Service Delivery Performance Monitoring Report.
Use Product and Service Delivery Performance Monitoring Report template provided on Appendix section at the end of this assessment workbook.
To complete this task, you must:
Monitor the delivery of the product and service from Simulated Workplace Project Task 4 on at least two occasions.
In the first monitoring occasion:
For each product and service, identify the:
Delivery and Quality Standard
This must align with the corresponding standard for the organisation's products and services identified in Simulated Workplace Project Task 2.
Date of Monitoring
Actual Performance
Compare the Actual Performance with the Delivery and Quality Standard.
Identify at least two products and/or services delivered that do not meet delivery standards
Identify at least two system problems related to customer service not meeting standards
System problems refer to barriers to product and service delivery, such as difficulty in transferring calls to another department, difficulty in unifying different sources of customer data, lack of necessary tools, outages.
For each problem, identify solutions to the system problems by applying problem solving processes, in four steps:
Define the problem
Determine the cause of the problem
Identify alternative solutions
Select and implement a solution
Identify the following for the team:
At least two strengths
Strengths refer to aspects of the team performance which caused a delivery standard to be met.
At least two weaknesses
Weaknesses refer to aspects of the team performance which caused a delivery standard to not be met.
Resolve at least two system problems related to customer service not meeting standards, identified in Simulated Workplace Project Task 5.
You may resolve the problems yourself or through a team led by you.
Provide support to at least two colleagues from two different teams to meet at least two customer service standards.
This may be by way of correspondence showing that you provided the required resources to team members or through coaching them.
For the second monitoring occasion:
Compare the Actual Performance with the Delivery and Quality Standard for:
Each product
Each service
Actual performance refers to performance after support has been provided.
Prepare a Product and Service Delivery Performance Monitoring Report.
Incorporate all items listed above.
Outline the written sources of information accessed to develop the report.
Include annexures for extracts of organisational systems that caused problems related to customer service not meeting standards.
Store the Product and Service Delivery Performance Monitoring Report in accordance with the organisation's systems and processes.
Review Simulated Workplace Project Task 5 - Assessor's Checklist before starting this task. This form outlines the following:
Resources you are required to access to complete the task.
All criteria your submission must address to satisfactorily complete this task.
Your assessor will discuss these resources with you, and the criteria outlined in this form prior to this assessment.
Review the template you will use to complete this task. Use the Product and Service Delivery Performance Monitoring Report template provided on Appendix section at the end of this assessment workbook.
Submit the completed Product and Service Delivery Performance Monitoring Report to your assessor. Include any supplementary documents/sources used to create the Product and Service Delivery Performance Monitoring Report, such as extracts of organisational systems that caused problems related to customer service not meeting standards.
You must submit evidence of resolving at least two system problems related to customer service not meeting standards.
Evidence must be at least one of the following:
Email correspondence showing that the learner resolved the problems
Meeting minutes recording that the learner resolved the problems
Video recording of the meeting conducted with the team members recording that the learner resolved the problems
When using this as evidence, ensure to inform the attendees of the purpose of the recording before doing so.
You must submit evidence of providing support to at least two colleagues from two different teams to meet at least two customer service standards.
Evidence must be at least one of the following:
Email correspondence showing that the learner provided support
Meeting minutes recording that the learner provided support
Video recording of the meeting conducted with the team members recording that the learner provided support
When using this as evidence, ensure to inform the attendees of the purpose of the recording before doing so.
You must also submit evidence that you have stored the Product and Service Delivery Performance Monitoring Report in accordance with the organisation's systems and processes. Some examples of evidence are:
System report showing the documents were successfully saved in the storage system
Screenshot of the document names stored in the storage system
Email confirmation that the documents were successfully saved in the storage system

Task 6: Adapt Product and Service Delivery
Assessment Instructions
Your assessor will observe you as you consult with at least two relevant individuals and two relevant groups and obtain recommendations on how to adapt delivery of at least two customer products and services.
Relevant individuals and groups refer to external stakeholders (for example, customers, suppliers) and internal stakeholders (for example, colleagues, managers). Individuals and groups are relevant if they have the knowledge or authority to provide advice on customer service.
Conduct a meeting with at least two relevant individuals and two relevant groups
You will be assessed on your practical skills to:
Clearly articulate the following items related to product and service delivery identified in Simulated Workplace Project Task 5:
At least two systems
At least two standards
Discuss the outcomes of product and service delivery identified in Workplace Task 5.
Obtain at least two recommendations on how to adapt delivery of at least two customer products and services.
Select appropriate conventions and protocols when communicating with the stakeholders.
Appropriate communication techniques must be observed throughout the meeting.
Use listening and questioning techniques to obtain feedback and confirm understanding.
Update and store organisational business plans
After the meeting, you must:
Review the organisational systems and processes on document storage.
Update the organisation's business plan to reflect the adapted product and service standards.
Store the updated business plan documents in accordance with the organisation's systems and processes.

Review the following before starting this task:
Simulated Workplace Project Task 6 - Assessor's Checklist
Simulated Workplace Project Task 6 - Observation Form
These forms outline the following:
Resources you are required to access to complete the task.
All criteria your submission must address to satisfactorily complete this task.
All practical skills you need to demonstrate to satisfactorily complete the observation task.
You assessor will discuss these resources with you, and the criteria outlined in these forms prior to this assessment.
Submit any of the following written presentation materials that you used to discuss adapting delivery of products and services:
PowerPoint presentation
Handouts
It is recommended to have your assessor review first the presentation material will you use before presenting with the key stakeholders to ensure that all information is covered.
You must also submit the updated organisational business plan to your assessor.
You must also submit evidence that you have stored the business plan documents in accordance with the organisation's systems and processes. Some examples of evidence are:
System report showing the documents were successfully saved in the storage system
Screenshot of the document names stored in the storage system
Email confirmation that the documents were successfully saved in the storage system