BSBCUS501 Manage quality customer service

Performance objective

The candidate will demonstrate the ability to plan to meet customer requirements through the development of a customer service plan.

Assessment description

You will develop a customer service plan for the simulated business ‘Innovative Widgets’. You will gather the background information on the simulated business from your Student Workbook and any information about Innovative Widgets that you may have created in the course of completing learning activities in the Student Workbook. 

Procedure

  1. Over the duration of the course, gather information on the Innovative Widgets simulated business from course materials.
  2. Based on the information you gather, produce a customer service plan for Innovative Widgets. Develop the customer service plan using the template provided in Appendix 1. Your customer service plan should include:
    1. vision and mission statements that refer to Innovative Widgets’ provision of customer service
    2. a list of internal and external customer types and their needs
    3. product standards that include:
      1. minimum safety iv. pricing requirements v. material
      2. dimensions vi. delivery iii. tolerances
    4. policies and procedures for:
      1. gathering customer information and conducting market research to identify customer needs using the RATER model
      2. responding to customer complaints
  • managing records and data.
  1. Develop a short (no more than one page) reflection on your plan and how the design of your plan will work to achieve quality customer service and legal compliance and how your plan is consistent with best practice models and voluntary standards and codes of practice. In your reflection, you also need to summarise public relations and product promotion approaches that are appropriate for Innovative Widgets.
  2. Submit the required documents for assessment as per the specifications below. Be sure to keep a copy for your records.

Specifications

You must provide:

  • a customer service plan.
  • a short (no more than one page) reflection on your development and design of a customer service plan.

Your assessor will be looking for:

  • reading skills to gather and interpret organisational (Innovative Widgets) information
  • writing skills to match your style of writing to the documents’ purpose and audience
  • work skills to apply Innovative Widgets’ organisational needs to document production
  • technology skills to prepare and present documents
  • knowledge of legislation and regulation relevant to customer service knowledge of service standards and best practice models.

Appendix 1: Customer service plan template

Innovative Widgets Customer Service Charter

Welcome to Innovative Widgets!

Our vision and mission:

Create a vision and mission statement that includes reference to customer services

Our internal customers are: List Innovative Widgets’ internal customers

Who are our customers?

Our internal customers require:

List these customers’ needs

Our external customers are: List Innovative Widgets’ external customers

Our external customers require:

List these customers’ needs

We’ll give you what you need … and more!

We promise to deliver a widget that’s right for your needs:

List relevant product quality specifications 

We promise to support you:

List relevant customer service guarantees, e.g. related to time, cost and after-sales support

We’ve support our people to support you!

Innovative Widgets’ policies and procedures that support customer service include:

List relevant policies and procedures

Customer support policy and procedure – collecting market research

Purpose Briefly explain the purpose of this policy

Scope Briefly explain which people or departments of Innovative Widgets this policy applies to

Note whether there are procedures associated with this policy

Relevant legislation etc.

List any legislation relevant to the application of this policy

Updated/ Write the year this policy was approved, and who approved it authorised

Customer support process/es

Write any processes that support this policy. Write processes in steps where possible, e.g. step 1: greet the customer; step 2: ask the customer what you can help them with, etc.

1.

2.

3.

4.

Customer complaints policy and procedure

Purpose Briefly explain the purpose of this policy

Scope Briefly explain which people or departments of Innovative Widgets this policy applies to

Resources

Note whether there are procedures associated with this policy

Relevant legislation etc.

List any legislation relevant to the application of this policy

Updated/ Write the year this policy was approved, and who approved it authorised

Customer complaints resolution process/es

Write any processes that support this policy. Write processes in steps where possible, e.g. step 1: greet the customer; step 2 ask the customer what you can help them with, etc.

1.

2.

3.

4.

 

Recordkeeping policy and procedure

Purpose Briefly explain the purpose of this policy

Scope Briefly explain which people or departments of Innovative Widgets this policy applies to

Resources

Note whether there are procedures associated with this policy

Relevant legislation etc.

List any legislation relevant to the application of this policy

Updated/ Write the year this policy was approved, and who approved it authorised

Recordkeeping process/es

Write any processes that support this policy. Write processes in steps where possible, e.g. step 1: greet the customer; step 2 ask the customer what you can help them with, etc.

1.

2.

3.