Reference no: EM132967892
Assessment Task - Manage organisational customer service
Establish customer service requirements and ensure the delivery of quality products and services
Innovative Widget is a business that is planning to make customer service a core competency of their organisation and wants to improve their current customer service delivery.
You are a customer service manager. It is currently December, and over the last few months, you have been receiving feedback from customers that customer service is just 'not what it used to be'. The board of Innovative Widgets has been made aware of the decrease in customer service quality and wants to know what you're going to do to fix the problem.
You will develop a customer service plan for the simulated business Innovative Widgets.
You will then use scenario information (provided) to address customer service issues through:
• monitoring customer service team performance to identify causes of customer service shortfalls
• addressing a complex customer complaint
• coaching an underperforming customer service employee in a role-play.
To complete this task, please refer to:
• Appendix 1 - Innovative Widgets Scenario
• Appendix 2 - Innovative Customer service delivery
• Appendix 3 - Innovative Widgets Complaints policy and procedures.
This task comprises of the following assessment methods:
o Product-based
o Direct observation of Role-Play
o Case Study
o Other (specify)
It has been designed to evaluate your ability to/competency in:
• Consult with customers to identify customer service requirements
• Integrate customer feedback into organisation's business plan
• Identify and procure resources required to address customer service requirements
• Deliver product and service according to customer specifications within organisation's business plan
• Monitor team performance and assess against the organisation's quality and delivery standards
• Support colleagues to overcome difficulties in meeting customer service standards
• Develop and use strategies for monitoring progress against product and service targets and standards
• Develop and use strategies for obtaining customer feedback on the provision of product and service
• Adapt delivery of customer product and service in consultation with relevant individuals and groups
• Manage records, reports and recommendations within the organisation's systems and processes
You are required to address the following:
• Task 2.1 Plan to meet internal and external customer requirements
o Participate in a focus group to determine customer service needs and requirements for Innovative Widgets
o Develop a customer service charter and plan
o Develop 2 policy and procedures relevant to customer service
o Peer-Review your work to ensure it meets standards
• Task 2.2 Ensure delivery of quality products and services
o Develop a report to the board on customer service performance in the company
o Develop an email to address a customer's complaint
o Performance manage and coach a colleague who is under-performing in the customer service team
Task 2.1 Plan to meet internal and external customer requirements
a) Attend the focus group session in week 2 of class
In week 2 of class, attend a meeting (focus group) in a simulated work environment where:
• Some students will play the role of Innovative Widget's customers invited to attend a focus group on customer service
• Some students will play the role of customer service personnel working at Innovative Widgets
• The trainer and assessor will play the role of the CEO of Innovative Widgets
Together:
• Brainstorm and agree on five customer service standards for Innovative Widgets
• Determine and agree on how long it will take Innovative Widgets to achieve those standards
• Considering that the budget to develop and implement the customer service plan is $ 85,000, discuss and decide if the budget is adequate to implement the plan.
• Brainstorm ideas to develop a customer service charter and plan to include:
o A vision and mission statement for customer service
o A list of internal and external customers types
o An outline of customer needs (by customer type)
o An outline of product standards
o An outline of training needs for the customer service team
o A budget for the plan to consider technology, training, staffing needs and equipment needed to implement the plan
o A brand-new customer support policy and procedures
o A brand-new record keeping policy and procedures
If you are absent from class, you are responsible for making alternative arrangements with the trainer and assessor to perform the Role-Play.
The trainer and assessor will validate your active participation in the session and provide feedback on the Marking Sheet.
Standards, Budget and Timelines
Record the agreed five customer service standards, the agreed timelines to implement the customer service plan and the agreed budget in the table below.
b) Take notes about the focus group session and select three ideas that you find most effective to develop a quality customer service plan according to the agreed standards, timelines and budget.
List the ideas you liked the most and develop a short reflection on your selection (justifications). (50-100 words)
c) Develop a customer service charter and plan for innovative widgets. Include two high-level policy and procedures as instructed.
Task 2.2 Ensure delivery of quality products and services
Review current customer service performance at Innovative Widgets.
a) Report on current customer service performance to the board of Innovative Widges.
• Review the information about Innovative Widgets that you gathered in Assessment Task 2.1.
• Read the scenario provided in Appendix 1 of this task.
• Review the customer service call data in Appendix 2 and analyse the data to identify possible causes of customer service shortfalls.
• Write a brief email report (Template 5)to the board of Innovative Widgets to:
o summarise customer service team performance
o identify possible causes of customer service shortfalls (2-3)
o identify options to address the problem/s. (2-3)
The email text should be in grammatically correct English, written in an appropriate (polite, business-like) style.
(50-100 words)
b) Address the complaint from Yore Mine Co.
Read the scenario in Appendix 2 and address the complaint from Yore Mine Co.
Follow the customer complaints policy and procedures provided in Appendix 3 of this task to draft an email (Template 5) to Yore Mine Co. to clear up the misunderstanding and address their concerns.
Ensure that your support of the customer provided is consistent with principles of customer service set out in the Innovative Widgets business plan and the customer service plan you develop in Assessment Task 2.1.
The email text should be in grammatically correct English, written in an appropriate (polite, business-like) style.
c) Performance manage and coach Mary.
Read about Mary's performance in Appendix 2.
Schedule a time with the trainer and assessor in week 4 of the term and meet with Mary (played by a classmate).
Attachment:- Manage organisational customer service.rar