Reference no: EM132570217

Assessment Task - Report and Role-play

For this task you are required to be in the role of Operations Manager to develop a customer service strategy for a cleaning company called Ozhouse Clean.

You are also required to discuss and confirm customer service strategy with the management team (Role-play)

Read the following scenarios and complete the activities below:

SCENARIO(attached)

Ozhouse Clean is a cleaning services company based in Melbourne. The company offers professional, residential cleaning services, including regular home cleans, as well as spring cleans.

Complete the following activities:

Activity 1. Research options for customer service strategies and customer needs.

• Review the scenario information provided to you that sets out the company's strategic vision, mission and objectives, as well as the key customer service principles and areas for inclusion in the customer service strategy. You should also review the customer service strategy template that you will be required to complete.

• Research the Internet to find out about legislation and regulations that the company needs to abide by in its delivery of services and ensure that this information is incorporated into the development of customer service strategies. You will also need to provide an overview of the legislative and regulatory context at the meeting with staff so ensure you make notes to guide your delivery of the information to staff.

• Research the Internet to find examples of customer service strategies developed by other companies. Make notes on your findings.

• Using secondary sources of information, research and identify likely key customer needs in relation to cleaning services, including as a minimum quality of service, cost of service, response times from booking of service to completion and so on.

Activity 2. Develop a customer service strategy

• Using the scenario information and your research, develop a customer service strategy for Ozhouse Clean using the template provided by your assessor. The customer service strategy should also clearly reflect the customer needs you have identified and show how these needs will be satisfied through the service provided. The strategy should also document specific actions, priority and performance indicators.

• When you have completed your customer service strategy, send it to the management team (your assessor) via email and advise them that you would like to set up a meeting to discuss these documents.

• Your email should include a brief statement of the purpose of the meeting and the date and time and duration for the meeting (the meeting will be approximately 30 minutes).

Activity 3. Discuss and confirm customer service strategy with the management team (Role-play)
• Conduct the meeting with the General Manager (this will be your assessor)
• At the meeting you will be required to:
- Explain the importance of customer service, as well as legislation and regulations key to customer service
- Explain each of the strategies and actions in the new customer service strategy
- Explain how strategies and actions will assist in achieving the key customer service principles, as well as strategic mission, vision and objectives.
• During the meeting you will need to demonstrate effective communication skills including:
- Presenting information clearly and concisely
- Asking Problems
- Responding to these Problems
- Active listening skills
• Your assessor (in the role of the General Manager) will provide you with feedback on your strategy, which you will need to incorporate.
• Following the meeting, send the final version of the customer service strategy to your assessor.
• Create an appropriate folder for this assessment task establishing folders as you would if you were storing this information on a workplace computer. Folders must be logical and well-organised and you will be assessed on this. Save your files within these folders and provide a screenshot of the folders and their contents to your assessor via email.

Attachment:- Manage Quality Customer Service.rar