Reference no: EM133806640

Implement customer service strategies

Short Answer Questions

Question 1
Complete the table below about customer communication techniques.
Identify at least two techniques used to communicate with customers.
In 50 words or more, explain how each identified technique is used to collect customer requirements.
Customer requirements refer to the specifications or qualities of a product or service that customers prioritise when making a purchase.

Question 2
Outline how the indicated principles of customer service are applied in your organisation to deliver great service to its customers.

Question 3
Answer the following questions about sources of verified client information.
Identify at least two sources of client information. Need Immediate Assignment Help? Click Here to Get Assistance!
In your own words, describe the information each identified source provides.
In your own words, briefly describe how it is ensured that the information from each source is verified.

Question 4
Outline at least three different techniques which an organisation can use to identify customer needs.

Question 5
Outline at least three different techniques which an organisation can use to review customer satisfaction.

Question 6
Complete the table below about organisational business structure.
In your own words, briefly describe the business structure of your organisation.
Identify at least one part of the organisation structure which is involved in providing customer service.

Question 7
Complete the table below.
Identify at least two products offered by your organisation.
Identify at least one customer service requirement for each identified product.
Customer service requirement refers to a form of service or assistance provided by the organisation to individuals or businesses who purchase the organisation's products and services.

Question 8
Complete the table below.
Identify at least two services offered by your organisation.
Identify at least one customer service requirement for each identified service.
Customer service requirement refers to a form of service or assistance provided by the organisation to individuals or businesses who purchase the organisation's products and services.

Question 9
Complete the table below.
Identify at least two techniques for drawing insights on performance of customer service strategies from verifiable evidence.
Briefly describe the insights drawn from applying the technique.
In your own words, explain how the insights are used to develop conclusions on current customer service strategies.
In your own words, explain how the insights are used to develop recommendations for future customer service strategies.

Question 10

Product Standards
Identify at least one set of standards for products applicable in your organisation.
In your own words, briefly describe the identified standards.

Service Standards
Identify at least one set of standards for service applicable in your organisation.
In your own words, briefly describe the identified standards.

Best Practice Models
In your own words, briefly describe the use of each of the listed best practice models to ensure good customer service.

Practical Assessment

The Practical Assessment is a set of tasks that must be completed in a workplace, or in an environment with conditions similar to that of a real workplace.
To be assessed for this unit of competency, you must demonstrate your skills and knowledge to advise, carry out and evaluate customer service strategies.
The Practical Assessments in this workbook include:
Workplace Assessment
A series of tasks assessing the learner's practical knowledge and skills relevant to the unit of competency. This includes the learner completing workplace documents or similar as evidence of competent performance.
Workplace Practical Observation
A set of assessment tasks where the learner must demonstrate practical skills relevant to the unit of competency. These skills are to be demonstrated while being observed by the assessor.
IMPORTANT!
All signatures/initials in your submissions, including yours, must be handwritten and dated. Submissions with signatures/initials must be scanned.
The supervisor/observer who completes and signs your evidence submissions must provide their real name, contact number, and email address for your assessor's reference.
Should you encounter issue or concerns regarding your assessment, contact your assessor.

Workplace Assessment

This workplace assessment requires you to develop and implement at least two strategies to improve customer service delivery in your workplace.
This assessment is divided into four tasks:
Task 1: Plan for Improvement of Customer Service Delivery
Task 2: Develop Customer Service Strategies
Task 3: Implement Customer Service Strategies
Task 4: Evaluate and Report on Customer Service
You are required 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 these instructions to complete the assessment. Each task will require you to either:
Submit completed workplace templates and/or any required documentation; or
Demonstrate task requirements while being observed by the assessor.

You are required to:
Complete the tasks within the time allowed, as scheduled in-class roll.
Create a plan for improvement of customer service delivery in your organisation.
Consult with at least two relevant stakeholders to develop at least two customer service strategies.
Implement at least two customer service strategies developed in Workplace Assessment Task 2.
Evaluate and report on customer service strategies implemented in Workplace Assessment Task 3.

Task 1: Plan for Improvement of Customer Service Delivery

This task will require you to create a plan for improvement of customer service delivery in your organisation.
Use your workplace/organisation's template to complete this task, or use the Customer Service Plan template provided at the Bounce Fitness site.
To complete this task, you must:
Access and review documents and / or sources containing information on the following:
Organisational policies and procedures for customer service
Organisation's primary market
Customer needs
Customer service objectives
Customer service requirements
Services offered to customers
Problems with service delivery
Organisational requirements for customer service delivery
Organisational requirements can relate to:
Answering the telephone
Email signatures
Managing complaints
Responding to requests for information.
Identify the following based on documents and / or sources reviewed:
At least two customer service objectives
At least two customer needs
At least two customer requirements
At least one customer service offered to customers
At least two problems in delivering above identified service to customer
At least two organisational requirements

Task 2: Develop Customer Service Strategies

Your assessor will observe you as you consult with at least two relevant stakeholders to develop at least two customer service strategies.
Relevant stakeholders can include:
External stakeholders (e.g. customers, suppliers)
Internal stakeholders (e.g. managers, supervisors, team leaders).
You will be assessed on your practical skills to:
Communicate the recommendations to improve customer service delivery from Workplace Assessment Task 1 to at least two relevant stakeholders.
Consult with the stakeholders to accomplish the following:
Identify at least two opportunities to promote developed options to improve customer service delivery
Develop at least two customer service strategies to improve customer service delivery.
At least one budgeting strategy and one promotion to staff strategy must be developed.
Develop at least two methods to improve customer service delivery
At least one method related to documentation and one method related to follow up must be developed.
Assess the developed strategies against the customer service objectives identified in Workplace Assessment Task 1.
Assess the identified opportunities against the customer service objectives identified in Workplace Assessment Task 1.

Interact effectively with stakeholders by using:
Pace
Intonation
Intelligible pronunciation
Listening skills
Questioning skills

Before starting this task, you must access and review the Customer Service Plan created in Workplace Assessment Task 1 for the following information:
Recommendations to promote developed options to improve customer service delivery.
Customer service objectives
Available budget to fulfil customer service objectives
List of employees involved in providing customer service, including their job roles and performance data
Review Workplace Assessment Task 2 - Observation Form before starting this task. This form outlines all the practical skills you need to demonstrate to satisfactorily complete this task. Your assessor will also discuss with you the practical skills outlined in this form prior to the assessment.

Task 3: Implement Customer Service Strategies

This task will require you to implement at least two customer service strategies developed in Workplace Assessment Task 2.
Part A: Develop Strategy Implementation Plan
Use your workplace/organisation's template to complete this task, or use the Customer Service Strategy Implementation Plan template provided at the Bounce Fitness site.
To complete this task, you must:
Access and review the following:
Customer Service Plan created in Workplace Assessment Task 1.
Strategies developed in Workplace Assessment Task 2.
Documents and / or sources containing information on the following:
Available budget to fulfil customer service objectives
Customer difficulties and complaints
Customer feedback
Organisational requirements for resolving customer difficulties and complaints
Organisational procedures to resolve customer difficulties and complaints according to organisational requirements
Identify the following:
At least two budget resources to fulfil customer service objectives
At least one staff promotion to be done to implement the strategies
At least one customer feedback
At least two customer difficulties
At least two customer complaints
At least two procedures to resolve the following:
Identified customer difficulties
Identified customer complaints.
These procedures can correspond with the methods developed to improve customer service delivery in Workplace Assessment Task 2.
Document the customer service strategy implementation plan

Part B: Implement Strategy Implementation Plan
To complete this task, you must implement the Customer Service Strategy Implementation plan developed in part A of this task. While implementing the plan, you must:
Respond to the following:
Identified customer feedback
Identified customer complaints
The response must be done using the developed methods of documentation and follow up for improving customer service delivery, from Workplace Assessment Task 2.
Allocate available resources to fulfil customer service objectives
Give promotion to the identified staff
Implement procedures to resolve the following:
Identified customer difficulties
Identified customer complaints.

Review Workplace Assessment 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.
Review the template you will use to complete this task. If you are using a template from your workplace/organisation, discuss with your assessor to ensure that the template covers all requirements that apply to this task. Otherwise, use the Customer Service Strategy Implementation Plan template provided at the Bounce Fitness site.
Submit the completed the customer service strategy implementation plan to your assessor.
You must also submit evidence of implementation of the strategy implementation plan.
Evidence must be at least one of the following:
Email correspondence
Meeting minutes
Video recording showing implementation.
When using this as evidence, ensure to inform the stakeholders of the purpose of the recording before doing so.
Include any supplementary documents/sources containing information on the following:
Available budget to fulfil customer service objectives
Customer difficulties and complaints
Customer feedback
Organisational requirements for resolving customer difficulties and complaints
Organisational procedures to resolve customer difficulties and complaints according to organisational requirements

Task 4: Evaluate and Report on Customer Service

This task will require you to evaluate and report on customer service strategies implemented in Workplace Assessment Task 3.
Use your workplace/organisation's template to complete this task, or use the Customer Service Report template provided at the Bounce Fitness site.
To complete this task, you must:
Access and review the following:
Customer Service Plan created in Workplace Assessment Task 1.
Customer Service Strategy Implementation Plan created in Workplace Assessment Task 3.
Documents and / or sources containing information on the following:
Verifiable client satisfaction data
Organisational requirements for client satisfaction
Systems, records and procedures for monitoring client satisfaction
Report on customer feedback and complaints responded to in Workplace Assessment Task 3.
Review the client satisfaction with customer service delivery.
The review must use verifiable data and must be done according to organisational requirements.
Identify the following:
At least two changes to be done to meet customer service objectives from Workplace Assessment Task 1.
At least two changes in customer satisfaction based on reviewed systems, records and procedures.
Prepare the following on future client service strategies:
At least two conclusions
At least two recommendations
Document the findings in the customer service report.

Review Workplace Assessment 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. If you are using a template from your workplace/organisation, discuss with your assessor to ensure that the template covers all requirements that apply to this task. Otherwise, use the Customer Service Report template provided at the Bounce Fitness site.
Submit the completed customer service report to your assessor. Include any supplementary documents/sources containing information on the following:
Verifiable client satisfaction data
Organisational requirements for client satisfaction
Systems, records and procedures for measuring client satisfaction