Reference no: EM132514651
BSBCUS501 Manage Quality Customer Services - Australian Centre of Further Education
Purpose To demonstrate the skills and knowledge required for BSBCUS501 - Manage quality customer service.
Problem 1: The key responsibility for managers is to research, identify and assess customer needs during the planning process to ensure each customer category is addressed accordingly. The initial step in incorporating the needs of customers in planning processes is to identify the service needs of different customers. Identify the service needs for each of the following customer categories by filling out the following table. The service needs description for each customer category must be at least 25 words
Problem 2: A customer service plan should include how you will deal with issues related to quality, time and cost specifications agreed with customer. Consider the knowledge required to deal with complex and varying customer issues. Use information in this table to briefly describe a technique for managing the issue or complaint for each of the categories listed. An example is provided to get you started.
Problem 3: Scorecarding, structured query language server tools (SQL) and Database management system are three practice models to ensure you deliver products and services to customer specifications within organisational business plan. Complete the table by provide brief description for each model.
Problem 4a: List four (4) quality and delivery standards which have created many guidelines to address the various dimensions of customer service.
Problem 4b : List four (4) methods that you could use to conduct organisational learning and monitor team performance to consistently meet the organisation's quality and delivery standards.
Problem 5: Use information in this table to briefly describe two (2) techniques you could use to help colleagues overcome each difficulty in meeting customer service standards. An example is provided to get you started.
Problem 6: Develop two (2) strategies to monitor progress in achieving each of the following product and/or service targets and standards and provide a reason for each strategy. An example is provided to help you complete this table.
Problem 7: List four (4) strategies that you could use to obtain customer feedback in order to improve the provision of products and services.
Problem 8a: List six (6) types of resources that are needed in order to provide quality products and services to customers.
Problem 8b: List three (3) traditional approaches to procure resources.
Problem 8c: List three (3) methods that that you could adopt to use resources effectively and give a brief explanation for each method. An example is provided to assist you in completing this question.
Problem 9a: Questions 9a,9b and 9c are related to the following case study.
Case study
Jolly Airlines operates charter and regular flights to rural Australia departing from Sydney Airport. A large client is Opally Mining Pty Ltd, which uses Jolly's services on a daily basis. Over recent months, Jolly executives have noticed a reduction in bookings and identified through their information management system that Opally Mining bookings are down more than 50 per cent on the same time last year.
An executive sends an email asking for feedback from his Opally Mining booking contact. The aim is to determine if the decrease is due to a service problem that could be addressed in order to regain this business.
Opally's managing director calls the next day to provide personal verbal feedback. On the record of conversation he states:
‘I joined the last crew to go out to our site and was appalled at the level of service given to my staff by your in-flight service personnel. The person in Problem joked with customers, often appeared to flirt with my men and seemed flippant when discussing the aircraft's safety procedures'.
The conversation ends with Jolly agreeing to investigate and get back to Opally's executives within the next 24 hours.
Problem 9a: Identify the possible underlying service problems that exist at Jolly Airlines. Consider the extent to which the systems and procedures are affected.
Problem 9b: Related to the case study in Problem 9a.
Make decisions on three (3) approaches you would take to overcome the problem, and adapt and improve the customer service given by Jolly Airline's in-flight service personnel and to meet Opally's needs.
Problem 9c: Related to the case study in Questions 9a and 9b.
Explain who you would consult with to achieve this outcome
Problem 10a: Complete this table by providing examples of each type of data (Customer Service Records and Customer Service Reports) and how to manage them within organisation's systems and processes.
Problem 10b: Customer recommendation is usually included in a customer service report. Recommendations should be concise, clear, and easy to understand. List the basic guidelines for making customer service recommendations.
Problem 11: Outline the legislative and regulatory relevant to customer service by completing the following table.
Problem 12: Describe a common policy or procedure approach for handling customer complaints.
Problem 13: List common service standards for the provision of quality customer service
Problem 14a: Summarise your understanding of public relations relevant to customer service.
Problem 14b: Summarise your understanding of product promotion relevant to customer service.
Problem 15: Outline techniques you may use for dealing with customers with special needs.
Assignment Part 2 - Project
Purpose To demonstrate the skills and knowledge required for BSBCUS501-Manage quality customer service
Task overview You are required to complete a scenario based project and prepare a set of documents accordingly.
This is an open book assessment. You will do this task in the classroom or as homework. There is no time limit in completing this assessment.
Project Scenario
You are recently promoted to the position of the customer service team leader of ABC Company.
Prepare a portfolio by answering all the questions and meeting all the requirements included in the following four areas:
1. Review Attachment 1- Customer service policy and determine whether it is effective for the customer service issues being experienced. Write a summary with four paragraphs on the level of effectiveness by highlighting the components of the policy that are:
• Still effective but not being adopted by staff
• Not effective and need to be revised to better suit ABC Company's requirements
• Not relevant to ABC Company customer service requirements
• Absent from the policy and need to be included
2. Write a short paragraph on how to implement the adjusted customer service policy at ABC Company to ensure quality service
3. Fill out the Customer Complaints Feedback Forms (Attachment 3) for the above two complaints from Mrs Smiths and Mr. Jackson in accordance with the Customer Complaints Procedure (Attachment 2). You are required to:
a. Fill out the forms by following the tips provided in the brackets in the Complaints Feedback Form.
b. Give enough details on:
o Complaint details
o Suggested Actions by customer is applicable
o Action plan for resolving the problem
o Corrective actions taken
o How will the problem be avoided in the future?
4. You are to investigate the two of the system problems that may be causing customer service issues at ABC Company, and then develop a customer service plan specifically to improve product sales and ongoing customer service (use Attachment 4-Customer Service Plan Template). You need to:
a. Be specific to your team (Customer Service Team)
b. Include any quality, time or cost specifications required
c. Outline how you would seek customer feedback
d. Include how you would review these, once implemented, to ensure effectiveness
5. Prepare a performance measurement plan for the warehouse dispatch staff that will allow customer service standards to be achieved. (Use Attachment 6-Service measures template)
6. Prepare a report for executive team on customer service system problems that are to be addressed in ABC Company operations, and include recommendations for solutions to be implemented. It is expected that you use the technological tools that are commonly found in business workplaces to carry out this process (e.g. computers with appropriate work processing software, sales databases, etc.) The report is to be developed using Attachment 7-Report Templateand must address the following:
a. An outline of two customer service system problems
b. The process you would follow to investigate and address each problem
c. Possible ideas or improvements that could solve the problems, and personnel you would consult regarding possible solutions. You also must include recommendations on:
o How you will help the customer service team members to overcome the difficulties in meetings customer service standards
o How you monitor team performance to consistently meet ABC Company's quality and delivery standards
d. Records you would retain as each system problem is resolved
Assignment Part 3- Simulated Observation
Purpose To demonstrate the skills and knowledge required for BSBCUS501 Manage quality customer service
Task overview Role Play (Observation). You will be completing this role play relating the Assignment Part 2 Project Scenario for the ABC Company in a simulated environment.
Role Play Scenario
Location: at ACFE Campus
You are the Manager of a busy popular restaurant.
One of your team members has just taken a booking over the phone for a table of 10 people for dinner at 7pm this Saturday night. At the time of the call they were unable to access the booking register. The team member was then asked to take orders from customers at tables in the restaurant and took some payments from customers who had finished eating.
When they were finally able to go and write the booking into the register they discovered that the Saturday night is fully booked. They also realise that they have lost the piece of paper that they wrote the booking details on with the customer's phone number. The only information they can recall is the customer's first name.
The staff member decides not to mention it, after all they wouldn't be at work on Saturday night so it won't affect them.
On Sunday you receive via email a letter of complaint from the customer who turned up with 9 others the previous evening only to find there was no record of their booking and they were unable to be accommodated in the restaurant. The booking was to celebrate a special occasion and the customer has threatened to write a bad review about the company on social media.
Upon investigating the above scenario, you note to yourself the following things about staff taking bookings:
1. There is no written procedure for taking bookings
2. Staff are not trained in how to take a booking
3. The booking register is often removed from the area close to the phone
4. The phone is located away from senior staff, such as yourself, who's advice could be sort during the process of making a booking
5. The booking register is a book which can easily be lost or damaged
6. Any useful knowledge to be gained from the book (such as how often a particular customer visits or the average number of people who book on a particular night of the week) would have to be manually extracted.
7. Consider the following (make some notes if you like).
a) What you could do to improve the customer service situation right now and
b) What could be done in the future to make further improvements?
Attachment:- Manage Quality Customer Services.rar