Learner Instructions 2
(Manage and develop team)
The candidate will demonstrate the ability to ensure delivery of quality service through handling customer complaints, monitoring team performance, and intervening to develop team abilities to overcome difficulties in providing quality customer service.
You will use scenario information (provided) to address customer service issues through:
You must:
Your assessor will be looking for you to demonstrate:
○ use listening and questioning techniques to understand performance issues
○ recognise and account for strengths and experience of others to achieve outcomes
○ provide support to team member
○ address complex difficulties using problem-solving techniques
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.
Mary is a member of your customer service team at Innovative Widgets. Her role is to receive telephone enquiries and complaints.
You have observed the following:
‘I work as a buyer for the state’s largest supplier of mining equipment, Yore Mine Co. We provide a lot of business to Innovative Widgets.
I ordered 1,000 x 7 mm widgets for delivery last Friday. I was promised that the delivery would arrive within three days. It’s now a week later and they still haven’t arrived. My production manager just telephoned me to say he might fail to deliver a major order unless the widgets arrive in the next four days.
A few weeks ago a consignment of widgets arrived from Innovative Widgets, but they were 6 mm widgets rather than the 7 mm I had ordered on that occasion.
I am considering going to another supplier for your widgets even though Innovative Widgets are the only Australian supplier. I could get them cheaper from China, but the saving isn’t great when you add in the extra shipping costs.
I’m going to begin legal action if the widgets don’t arrive today. I might order the widgets from China from now on.'
When the misunderstanding was eventually cleared up, Mary wasn’t sure how to track orders or reorder the products. She said there was nothing she could do as Innovative Widgets’ procedures didn’t seem to cover this issue.
As the customer service manager, you will need to write an email to Yore Mine Co. to clear up the misunderstanding and address their concerns.
You will also need to demonstrate your knowledge of how to develop team members and coach Mary to improve the quality of her customer service.
Use the Innovative Widgets Complaints policy and procedures document in Appendix 3 of this task to assist you.
The following is an excerpt from Innovative Widgets’ business plan.
Vision statement
To keep every Australian business running smoothly using safe, quality widgets.
Assessment Task 2 BSBCUS501 Manage quality customer service
Call Frequency per month
Jan |
Feb |
March |
April |
May |
June |
July |
Aug |
Sep |
Oct |
Nov |
Dec |
|
Number of calls |
1200 |
1150 |
1320 |
1300 |
1260 |
1320 |
1380 |
1350 |
1400 |
1480 |
1560 |
- |
Variation in number of calls from previous year |
–2% |
–2% |
+3.5% |
–1.5% |
–0.5% |
+4% |
+4.5% |
+3.5% |
+7% |
+10% |
+12% |
Customer service staff
Employee |
Jan |
Feb |
March |
April |
May |
June |
July |
Aug |
Sep |
Oct |
Nov |
Dec |
Supervisor |
John |
John |
John |
John |
John |
John |
John |
John |
John |
(Annua l leave) |
(Annua l leave) |
John |
Customer service officer |
Mia |
Mia |
Mia |
Mia |
Mia |
Mia |
Mia |
Mia |
Mia |
Mia |
Mia |
Mia |
Customer service officer |
Nitin |
Nitin |
Nitin |
Nitin |
Nitin |
Nitin |
Nitin |
Nitin |
Nitin |
Nitin (quit) |
||
Customer service officer |
Jonas |
Jonas |
Jonas |
Jonas |
Jonas |
Jonas |
Jonas |
Jonas |
Jonas |
Jonas |
Jonas |
Jonas |
Customer service officer |
Taya (new) |
Taya |
Taya |
|||||||||
Customer service officer |
Mary (new) |
Mary |
Mary |
BSBCUS501 Learner Instructions 2
Version 1.0 Page 6 of 8
BSBCUS501 Manage quality customer service
Innovative Widgets
Complaints Policy and Procedure
Purpose The purpose of this policy is to ensure the management of complaints is carried out consistently, fairly and transparently and in accordance with organisational requirements.
Scope The scope of this policy covers the management of customer complaints by employees and contractors of Innovative Widgets.
Resources Specific procedures for the implementation of this policy are available below and on the company intranet.
Responsibility Responsibility for the implementation of this policy rests with employees and management of Innovative Widgets with responsibility for managing customer complaints.
Relevant ●Privacy Act 1988 (Cwlth) legislation etc. Equal Opportunity Act 2010 (Vic)
Updated/ 10/2011 – John Doe CFO authorised
BSBCUS501 Learner Instructions 2
Version 1.0 Page 7 of 8
BSBCUS501 Manage quality customer service
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