Reference no: EM132956094

BSBCUS301 Deliver and monitor a service to customers

Assessment Task 1: Written Questions

Assessment Task 1 Instructions

Provide answers to all of the questions below:

1. Explain the five key areas in which the Australian Consumer Law offers protection to consumers.

2. Outline the primary responsibility of the Australian Competition and Consumer Commission.

3. Explain why under the Australian Consumer Law that it is unlawful for a business to state that no refunds will be provided.

4. Discuss in around a paragraph whether by law consumers are entitled to a refund or replacement if they change their mind.

5. Discuss the statement below in relation to guidelines about consumer guarantees. Provide an example to illustrate your answer.
Some suppliers or manufacturers tell the consumer an extended warranty provides extra protection, which the consumer would not have unless they buy it.

6. List the products that are covered by the consumer guarantee under Australian Law.

7. Briefly explain the general intent of the Privacy Act 1988.

8. Briefly explain the purpose of the Australian Privacy Principles and who must follow these principles.

9. Briefly explain small businesses' responsibility in relation to privacy.

10. Briefly outline the procedure you would use to deal with a customer who has just called to complain about a product they bought from your company.

11. Depending on the state or territory in which you are located, to whom would you complain to if you were unable to resolve a complaint with a business?

12. List five methods that a business could use to gather data on customer satisfaction.

13. Outline three (3) reasons why seeking customer feedback is important for a business.

14. Outline four important interpersonal skills that should be used when dealing with customers.

15. Outline three communication strategies that can be used for communicating with culturally diverse customers.
 
Assessment Task 2: Customer service project

Task summary
This assessment task requires you to prepare for, and participate in, roleplays with two customers to find out about their needs and provide information on services available. You will then be required to provide the required services to the two customers.

Carefully read the following:

Aus. Biz Coaching provides a range of business coaching services designed to help clients develop their business vision and achieve desired outcomes.

A range of business coaching services is available, including one to one coaching, one off strategy sessions and online group coaching sessions. The company also runs regular events and has a recently produced a book aimed at small business owners. The list of services is provided in a separate document.

For the purposes of this assessment, you are employed as a Customer Service and Administration Officer for the company. Your main role is answering client enquiries, booking appointments, invoicing and processing orders and general administration duties.

Today you have received enquiries from the following customers:

Customer 1: Jason Smith, CEO Oztech Electrics
• He is interested in obtaining business coaching for a range of areas including leadership, marketing and time management.
• Jason's is an electrical contracting business. He has a small team of staff.
• He has limited time and would prefer to be able to able to receive coaching for a limited time per week and preferably online.
• He has a limited budget and wants to know if any discounts are available.
• He is interested in starting coaching sessions early next year.
• He would like to read some material prior to the coaching session and he wants to buy the Business Solutions book.
• He is also interested in finding out about any events that he could attend but doesn't want to commit to anything at this stage. He is particularly interested in business partnerships.

Customer 2: Samiya Santos. Samiya Designs
• Samiya has recently set up an online retail business, selling handmade designer clothes
• She is the sole business operator.
• English is her second language and she is worried about understanding technical concepts.
• She wants to book in for the one to one coaching sessions.
• She wants an immediate appointment.
• Her main area of interest is marketing, especially social media marketing.

You are required to discuss each customer's needs and provide services according to the needs.

Complete the following activities:

1. Prepare for the roleplay
Read the case study information provided above, as well as the List of Services that Aus Biz Coaching provides to identify the services that may suit each customer.

Read the Customer Service Policy and Procedures to ensure you understand procedures to be followed including answering telephone enquiries and referring on enquiries that you are unable to respond to, as well as recording customer details and privacy requirements.

The roleplay will be completed twice, once for each customer. You will answer the telephone according to company procedure and then provide information to each customer about the services the business offers that will help the customer with their needs. Your assessor will play the role of each customer and will telephone you.

You will also be required to follow up some information that you cannot provide to the customer over the telephone, as well as enter the customer's details into the customer record sheet provided to you.

Your assessor will roleplay each customer and advise you of the time and date for the assessment tasks.

2. Provide customer service over the telephone
Now participate in the two customer role-plays at the date and time specified by your assessor and complete the following activities noting that your assessor will role-play the customers and each time will call you on yours or the RTO's telephone.

You will need to:
• Answer the telephone in accordance with company policy.
• Listen to the customer's enquiry to determine the exact nature of the request and ask further questions as required to assist in identifying customer's needs
• Clearly and accurately explain services offered by Aus Biz Coaching that may be suitable for the customer.
• Respond to questions and provide information to assist the customer in selecting the right option for them.
• Identify information that you are unable to immediately provide to the customer and respond in accordance with the customer service policy and procedure.
• Demonstrate effective interpersonal skills including:
o Using a warm and friendly tone to build rapport
o Speaking clearly
o Asking questions clearly and concisely
o Cleary and accurately responding to questions
o Use active listening techniques
• Ask for the customer's details (name, company, position, telephone, email) and record them in the customer record sheet. Explain key privacy requirements in relation to the recording of customer details as per the customer service policy and procedure.
• After the telephone call, record all notes and comments about the phone call on the customer record sheet, including customer priority rating as per the customer service policy and procedure. You will finalise all the details in the customer record sheet Task 3 below.

3. Send an email to the Head Business Coach (your assessor).
The text of the email should be in grammatically correct English, written in an appropriate (polite, business-like) style.

Follow up the customer's requests for information that you were unable to answer by asking the Head Business Coach to clarify the requested information.

4. Provide requested services to customers
For this part of the assessment task, you are required to provide services to the two customers. Assume that both customers wish to proceed with the services and you are required to send a formal email outlining the services that will be provided. Your email to each customer must be sent according to the priority assigned to the customer. You will be assessed on this.

Based on the customer's needs identified through the roleplay, send an email to each customer, confirming the services according to the email format checklist included with the Customer Service Policy and Procedures. You will need to follow this checklist to ensure that your communication is clear and concise to build rapport with the customer.

Send your emails within the specified timelines for customer priority and showing that you have correctly assessed the urgency of each customer's request.

Your emails should refer to the service discussed over the phone, and include details of:
• Summary of service required
• Cost and payment arrangements
• Advice regarding additional information customer requested but you were unable to provide on the phone. Assume that your manager has advised that a small discount of $50 can be offered to Jason and to inform Samiya that no specialist technical knowledge is required, and that all information is simple and easy to understand.
• Process for purchasing the service
• Details of other services the customer also expressed interest in.

5. Update the customer record sheet with the details of the response provided.

6. Send an email to your assessor.
The text of the email should be in grammatically correct English, written in an appropriate (polite, business-like) style.

Assessment Task 3: Customer complaints resolution project

Task summary
In this assessment task, you are required to handle a complaint from a customer and respond to the customer according to company policies and procedures.

Assessment Task 3 Instructions

Complete the following activities:

1. Prepare for the roleplay
This assessment task requires you to handle a customer complaint in the role of Customer Service and Administration Officer for Aus. Biz Coaching. The customer's name is James Simms.

You will need to thoroughly review the company's complaint and refund policies and procedures before you commence this task to ensure you understand and can apply procedures that must be followed and how to respond to customer complaints.

2. Handle customer complaint
The customer (your assessor) will call you complaining about the workshop he attended being dull and uninteresting.

You will need to:
• Answer the telephone in accordance with company policy.
• Respond to the customer in accordance with the company's compliant handling policy and procedure.
• Ask further questions to find out more about the customer complaint.
• Log the details of the complaint in the complaint register (once you have completed Task 3 below, you will send the completed register to your assessor).
• Calmly advise the customer that the complaint will be recorded and actioned as per the company's policy. Briefly explain the company policy.

3. Acknowledge complaint
Following the phone call, you are required to action and resolve the complaint as set out in the company's complaint policy.

Use the Complaint Acknowledgement Letter Template to guide your writing of a letter to the customer.

4. Inform customer of the outcome of the complaint.
Three days later you are advised that you may not refund the customer's money, but you can offer them another workshop free of charge.

Write a formal letter advising the customer of the outcome of the complaint.
Use the Customer Complaint Outcome Letter Template to guide your work.

5. Update the Complaints Register.

6. Send an email to your assessor.
The text of the email should be in grammatically correct English, written in an appropriate (polite, business-like) style.

It should introduce and summarise the contents of the attachments.
Attach the following to the email:
• Complaint acknowledgement letter
• Customer Complaint Outcome Letter
• Updated Complaints Register

Assessment Task 4: Customer service report

Task summary
This assessment task requires you to seek and record feedback from the two customers you provided services to for Assessment Task 2.
You will also be required to review the organisation's Feedback Register and, based on your review, develop a report recommending ways to improve service delivery for Aus Biz Coaching.

Complete the following activities:

1. Seek customer feedback
It is almost three months since both Samiya and Jason finished their courses. Review the Customer Service Policy and Procedures to determine how you should undertake the regular customer satisfaction review.

Develop an email that you could send to the two customers seeking feedback about their experience with Aus Biz Coaching.

2. Send an email to customers (your assessor).
The text of the email should be in grammatically correct English, written in an appropriate (polite, business-like) style.

It should seek feedback about their experience with Aus Biz Coaching.
Your assessor will respond to you in the role of the customers

3. Update the Feedback Register
Enter the information that you receive back from the customers into the feedback register.
Include follow up actions required to ensure optimum customer satisfaction.

The Feedback Register already includes feedback from customers collected over the first quarter of the financial year.

4. Develop a customer service report
For this part of the assessment task, you are required to develop a customer services report identifying and recommending ways to improve service delivery based on your evaluation of the company's feedback register.

First of all, review your completed feedback register from Task 1.

Then develop a report that includes:
• The purpose of the report and number of complaints and feedback during the specified period
• An analysis of feedback and complaints with regard to service delivery and provision of products and services
• Outline of potential solutions to address feedback and complaints
• Recommended actions focused on improving key aspects of service delivery, including order of priority for recommended actions.

5. Send an email to your assessor.
The text of the email should be in grammatically correct English, written in an appropriate (polite, business-like) style.
It should introduce and summarise the contents of the attachments.

Attachment:- Deliver and monitor a service to customers.rar