Reference no: EM132808581
BSBCUS501 Manage quality customer service - Australian Health and Management Institute
Activity 1A
Objective To provide you with an opportunity to investigate, identify, assess, and include the needs of customers in planning processes
1. List 5 appropriate research methods for investigating customer needs.
2. Provide an overview of the RATER model of assessment.
3. Provide an overview of SWOT analysis.
Activity 1B
Objective To provide you with an opportunity to ensure plans achieve the quality, time and cost specifications agreed with customers
1. A customer paid $300 dollars for a pair of bedside cabinets. When she received them, they were not the colour she expected them to be and one had a dent in the side. After phoning the store she bought them from, she was told that if she wanted the colour that was on display in thestore it would be an extra $20 dollars and she would need to pay shipping and handling fees to return the cabinets she had received back to the manufacturer. Furthermore, the damage could not be rectified because ‘it must have been the courier's fault'. Do you think this situation demonstrates quality of product and service? Justify your answer.
2. Visit the Australian Competition and Consumer Commission website. Write an overview of no more than 200 wordsregarding the stipulations for two-price comparison advertising.
Activity 2A
Objective To provide you with an opportunity to deliver products and services to customer specifications within organisation's business plan
1. What 4 steps should be undertaken in order to create a successful product and service delivery?
2. Provide an overview of the SMART method for setting goals and targets for product and service delivery.
Activity 2B
Objective To provide you with an opportunity to monitor team performance to consistently meet the organisation's quality and delivery standards
1. Within your workplace or organisation, spend 20 minutes observing a staff member in a customer service setting. Make notes about what you witness, identifying employee strengths and areas which you feel could be benefited from additional support/learning.
2. Create a self-assessment form that employees could complete in order to evaluate their own customer service performance.
Activity 2C
Objective To provide you with an opportunity to help colleagues overcome difficulties in meeting customer service standards
1. In no more than 250 words summarise how problem-solving can be used to help overcome difficulties in reaching expected customer service standards. Make sure you include an overview of the problem-solving process.
2. A colleague is struggling to meet the organisational requirement of handling a customer call in no more than 10 minutes without feeling like she is rushing the conversation. How may you be able to help her meet the organisational standards whilst still providing excellent customer service?
Activity 3A
Objective To provide you with an opportunity to develop and use strategies to monitor progress in achieving product and/or service targets and standards
1. Create a list of at least 4 methods that can be used for monitoring progress in achieving product and/or service standards.
2. Provide an overview of no more than 200 words on customer relationship management.
3. Explain a time from previous working experience or within your current role where you have monitored feedback and used it to influence change in order to meet product and/or service standards.
Activity 3B
Objective To provide you with an opportunity to develop and use strategies to obtain customer feedback to improve the provision of products and services
1. List 4 ways that customer feedback may be gathered.
2. In which ways may organisations receive customer complaints? List 3 ways.
3. List 5 strategies that can be used to deal with customer complaints.
4. List 4 things that you should pay particular attention to when analysing feedback.
Activity 3C
Objective To provide you with an opportunity to develop, procure and use resources effectively to provide quality products and services to customers
1. Explain an instance where you have effectively used human resources to provide quality services and products to customers.
2. Create a list of at least 10 physical resources that are used within your organisation or place of work that contribute to providing quality customer service.
3. Explain an instance where you have used time effectively to provide high-quality products and services to customers.
Activity 3D
Objective To provide you with an opportunity to make decisions to overcome problems and to adapt customer services, products and service delivery in consultation with appropriate individuals and groups
1. Outline an effective decision-making process.
2. List 3 appropriate individuals or groups that you may involve in the decision-making process.
Activity 3E
Objective To provide you with an opportunity to manage records, reports and recommendations within the organisation's systems and processes
1. List 3 typical pieces of information that you may need to include in a service delivery report.
2. What do the Australian Privacy Principles which are found under schedule 1 of The Australian Privacy Act 1988 cover?
3. Summarise your organisation's policies and procedure for the management and storage of records and reports.
Section A: Skills Activity
Objective: To provide you with an opportunity to show you have the required skills for this unit.
Answer the activity in as much detail as possible, considering your organisational requirements.
1. On two separate occasions, gather customer feedback in order to assess service needs and expectations. Interpret and evaluate the information gathered. The information must contain some qualitative and some quantitative data. Compare this data to current information about implemented strategies. Create a presentation about whether you feel current strategies for customer services are effective based on customer feedback. The presentation should contain explanations and visual representations of numerical data. Deliver this presentation to a group of staff members.
2. Explain how you meet the expectations of your role in a current strategy that is implemented within your organisation and how it adheres to organisational policies and procedures.
3. Explain in no more than 200 words each, an occasion where you have done the following:
» Identified and used appropriate conventions and protocols when communicating with colleagues and customers
» Collaborated with others, taking into account their strengths and experience, to achieve desired outcomes
» Provided support inyour field of expertise to theteam.
4. Explain in no more than 200 words each, an occasion where you have done the following:
» Developed and implemented plans using logical processes and monitors and evaluates progress against stated goals
» Accepted responsibility for addressing complex or non-routine difficulties and appliedproblem-solving processes in determining a solution
» Used digital technology to access, organise and present information in a format that met requirements.
Section B: Knowledge Activity
Objective: To provide you with an opportunity to show you have the required knowledge for this unit.
Answer each question in as much detail as possible, considering your organisational requirements for each one.
All answers will vary depending on the learner and the organisation they work for but the learner should be able to answer each question competently.
1. Outline the legislative and regulatory context of your organisation relevant to customer service.
2. Describe organisational policy and procedures for customer service including handling customer complaints.
3. Using research, identify recognised service standards and best practice models. Summarise your findings.
4. In no more than 100 words each, explain what is meant by ‘public relations' and ‘product promotion'.
5. Outline techniques for dealing with customers including customers with specific needs. Answers can be based on prior work experience, information from the Learner Guide or further research.
6. Explain techniques for solving complaints including the principles and techniques involved in the management and organisation of:
» Customer behaviour
» Customer needs research
» Customer relations
» Ongoing product and/or service quality
» Problem identification and resolution
» Quality customer service delivery
» Record keeping and management methods
» Strategies for monitoring, managing and introducing ways to improve customer service relationships
» Strategies to obtain customer feedback.
Section C: Performance Activity
Objective: To provide you with an opportunity to demonstrate the required performance elements for this unit.
1. Develop a plan which identifies three strategies for providing quality customer service.
You should use the following table to complete your plan:
2. Identify and explain to your assessor one way in which you can manage the plan created in the previous question, ensuring that each strategy is implemented.
3. Refer to Case Study A, demonstrate one way in which you could implement the organisational guidelines.
4. Your assessor will provide you with a complex customer complaint. You should then document how you would solve this complaint.
Once you have completed your response, you should provide a verbal explanation to your assessor.
5. Refer to Case Study A.
a. Monitor the performance of the staff members and verbally identify two things which they have missed from the customer service guidelines provided.
b. Refer to Case Study A. Create a four-step action plan for one staff member (the receptionist or the hairdresser) which will help to guide them towards improved customer service. Within your plan, identify atleast one physical resource which may aid customer service.
Attachment:- Manage quality customer service.rar