BSBCUS501 Manage quality customer service Assessment 2

Learner Instructions 2

(Manage and develop team)

Performance objective

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.

Assessment description

You will 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.

Procedure

Part A

1. Review the information about Innovative Widgets that you gathered in Assessment Task 1.
2. Read the scenario provided in Appendix 1 of this task.
3. Review the customer service call data in Appendix 2 and analyse data to identify possible causes of customer service shortfalls.
4. Write a brief report (no more than 1 page) to the board of Innovative Widgets to:
   1. summarise customer service team performance
   2. identify possible causes of customer service shortfalls
   3. identify options to address the problem/s.
5. Follow the customer complaints policy and procedures provided in Appendix 3 of this task to draft an email 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 1.

Part B

1. Prepare to participate in a role-play with Mary (your assessor) to address her performance issues. You need to prepare to:
   1. run structured coaching session
   2. ask questions to understand and clarify Mary’s perspective
   3. describe the policy and procedures for handling customer complaints
   4. outline techniques for dealing with different types of customers according to their needs(e.g. dealing with small customers compared to dealing with significant customers such as Yore Mine Co.)
   5. explain techniques for solving customer complaints
   6. document the coaching session and its outcomes in accordance with the recordkeeping policy and procedures developed in Assessment Task 1.
2. Arrange a time with the assessor to complete the coaching role-play and complete the role-play.
3. Submit the required documents for assessment as per the specifications below. Be sure to keep a copy for your records. Specifications

You must:

• submit a customer service report
• submit an email to resolve a customer complaint
• participate in a coaching role-play observed by the assessor
• submit coaching documentation, e.g. coaching plan, notes, etc.

Your assessor will be looking for you to demonstrate:

• reading skills to interpret Innovative Widgets information
• writing skills to match your style of writing to the documents’ purpose and audience
• communication skills to:
  • articulate organisational systems and policies

○ use listening and questioning techniques to understand performance issues

• numeracy skills to interpret customer service data work skills to:
  • apply Innovative Widgets organisational protocols to complaint resolution and coaching

○ recognise and account for strengths and experience of others to achieve outcomes

○ provide support to team member

○ address complex difficulties using problem-solving techniques

• technology skills to prepare and present documents
• knowledge of organisational (Innovative Widgets) policy and procedures for handling customer complaints
• knowledge of techniques for dealing with customers with specific needs knowledge of techniques for solving complaints.

Appendix 1: Innovative Widgets scenario

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:

• Mary has been rude to customers on several occasions. This behaviour contravenes company policy on the knowledge of the importance of friendly service to customers of Innovative Widgets.
• Mary has recently developed a habit of letting the phone ring and then placing customers on hold. This behaviour contravenes company policy on the knowledge of the importance of prompt service to customers of Innovative Widgets.
• Yesterday Mary received a complaint from a customer:

‘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.'

• Mary misunderstood and thought that the customer had ordered the products yesterday and argued with him. She accused the customer of being unreasonable as Innovative Widgets is an industry leader in guaranteeing three day delivery.

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.

Business plan excerpt

Vision statement

To keep every Australian business running smoothly using safe, quality widgets.

Mission statement

• Innovate new ways of manufacturing and testing widgets
• Deliver consistently high-quality customer service internally and externally
• Keep Australian businesses buying Australian widgets through quality products and second-to-none customer service
• Have the best safety record of any widget company.

Assessment Task 2 BSBCUS501 Manage quality customer service

Appendix 2: Customer service data

Call Frequency per month

Customer service staff

BSBCUS501 Learner Instructions 2

Version 1.0 Page 6 of 8

BSBCUS501 Manage quality customer service

Appendix 3: Complaints policy and procedures

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)

• Competition and Consumer Act 2010 (Cwlth).

Updated/ 10/2011 – John Doe CFO authorised

To manage complaints – customer service representatives

1. Greet the customer courteously and give them your name.
2. Listen fully to what the customer is saying. Try to gather all the facts about the complaint and jot them down. Ask questions and summarise what they are saying.
3. Never argue with the customer.
4. Apologise for any product fault or poor service. Be sympathetic. Ask if the customer will allow us to send the faulty item to our quality department for testing.
5. When you have all the details about the complaint, ask the customer how they would like it to be resolved.
6. No product replacements are within all staff members’ authority.
7. All staff members can use their professional judgement and refund an additional 10% of the value of the faulty product up to a maximum value of $25.

BSBCUS501 Learner Instructions 2

Version 1.0 Page 7 of 8

BSBCUS501 Manage quality customer service

8. Complaints involving damage to other property are covered by our insurance. Help the customer to complete the Claims Form and ask if the customer can obtain quotes for repairs.
9. All complaints involving injury must be referred to the Customer Service Manager. Agree a suitable time for the Customer Service Manager to call the customer.
10. Any complaint that is not covered in the above procedures must be directed to the Customer Service Manager. Agree a time for the Customer Service Manager to call the customer.

To manage complex complaints – customer service manager

1. Once you are alerted to a complex customer complaint, gather all the available details about the customer, and the problem being addressed.
2. Before contacting the customer, decide on what actions need to be taken to address the problem:
   1. At a system level, to prevent similar problems occurring in the future
   2. For the specific customer who has made the complaint
3. Once you have identified actions to be taken, contact the customer as soon as possible.
4. In your customer contact:
   1. summarise the facts and the problem as you understand it and make an apology for the mistakes Innovative Widgets is responsible for.
   2. describe what Innovative Widgets is going to do at a systems level to prevent or minimise these types of mistakes for all customers in the future.
   3. Describe what Innovative widgets is going to do to solve the customer’s specific problem immediately
   4. Describe when you will follow-up with the customer to see if their problem has been resolved
   5. Ask if there is anything else the customer needs to resolve the situation or repair the relationship.

• Australia Universities Assignments

  • Laureate International Universities Assignment
  • Holmes Institute Assignment
  • Tafe NSW
  • Total Training Solutions Adelaide
  • Yes College Australia
  • ACC508 Informatics and Financial Applications Task 2 T2, 2019
  • ACC512 Accounting
  • ACC520 Legal Regulation of Business Structures Semester 2, 2019
  • ACCT20074 Contemporary Accounting Theory Term 2 Assessment 3
  • AERO2463 Computational Engineering Analysis : Assignment 4
  • B01DBFN212 Database Fundamentals Assessment 1
  • BE01106 - Business Statistics Assignment
  • BFA301 Advanced Financial Accounting
  • BFA504 Accounting Systems Assessment 3
  • BSB61015 Advanced Diploma of Leadership and Management
  • BSBADV602 Develop an Advertising Campaign
  • BSBCOM603 Plan and establish compliance management systems case study
  • BSBCOM603 Plan and establish compliance management systems Assessment Task 1
  • BSBCOM603 Plan and establish compliance management systems Assessment Task 2
  • BSBCOM603 Plan and establish compliance management systems Assessment Task 3
  • BSBFIM501 Manage Budgets And Financial Plans Assessment Task 1
  • BSBHRM602 Manage Human Resources Strategic Planning
  • BSBINM601 Manage Knowledge and Information
  • BSBWOR501 Assessment Task 3 Plan Personal Development Plan Project
  • BSBMGT517 Manage Operational Plan
  • BSBWHS521 Ensure a Safe Workplace For a Work Area
  • BSBWRK510 Manage employee relations
  • BUSS1030 Accounting, Business and Society
  • CAB202 Microprocessors and Digital Systems Assignment Help
  • CHC40213 Certificate IV in Education Support
  • CHCAGE001 Facilitate the empowerment of older people
  • CHCAGE005 Provide support to people living with dementia
  • CHCCCS023 Support independence and wellbeing
  • CHCCCS025 Support relationships with carers and families
  • CHCCOM005 Communicate and CHCLEG001 Work Legally Ethically
  • CHCDIS002 Follow established person-centred behaviour supports
  • CHCECE019 Early Childhood Education and Care
  • CHCHCS001 Provide home and community support services
  • COMP10002 Foundations of Algorithms
  • COMP90038 Algorithms and Complexity
  • COSC2633/2637 Big Data Processing
  • COSC473 Introduction to Computer Systems
  • CPCCBC5011A Manage Environmental Management Practices And Processes In Building And Construction
  • CPCCBC5018A Apply structural Principles Medium rise Construction
  • CSE3OSA Assignment 2019
  • ELEC242 2019 Session 2
  • ENN543 Data Analytics and Optimisation
  • ENN543 Data Analytics and Optimisation Semester 2, 2019
  • FINM202 Financial Management Assessment 3 Group Report
  • Forensic Investigation Case Study ECU University
  • HA2042 Accounting Information Systems T2 2019
  • HC1010 Holmes Institute Accounting For Business
  • HC2112 Service Marketing and Relationship Marketing Individual Assignment T2 2019
  • HC2121 Comparative Business Ethics & Social Responsibility T2 2019
  • HI5002 Holmes Institute Finance for Business
  • HI5003 Economics for Business Trimester 2 2019
  • HI5004 Marketing Management T1 2020 Individual Report
  • HI5004 Marketing Management T1 2020 Group Report
  • HI5004 Holmes Institute Marketing Management
  • HI5014 International Business across Borders Assignment 1
  • HI5014 International Business across Borders
  • HI5017 Managerial Accounting T2 2019
  • HI5017 Managerial Accounting T1 2019
  • HI5019 Tutorial Questions 1
  • HI5019 Strategic Information Systems for Business and Enterprise T1 2020
  • HI5019 Holmes Institute Strategic Information Systems T2
  • HI5019 T2 2019
  • HI5019 T1 2019
  • HI5020 Corporate Accounting T3 2019
  • HI5020 Corporate Accounting T2 2019
  • HI6005: Management and Organisations in a Global Environment
  • HI6006 Tutorial questions
  • HI6006 Competitive Strategy Individual T1 2020
  • HI6006 Holmes Institute Competitive Strategy
  • HI6006 Competitive Strategy T3 2019
  • HI6007 Assessment 2 T1 2020
  • HI6007 T1 2019
  • HI6008 T2 2019
  • HI6008 Holmes Institute Research Project
  • HI6025 Accounting Theory and Current Issues
  • HI6026 Audit, Assurance and Compliance Assignment Help
  • HI6026 Audit, Assurance and Compliance
  • HI6027 Business and Corporate Law T3 2019
  • HI6027 Business and Corporate Law T2 2019
  • HI6028 Taxation Theory, Practice and Law T2 2019
  • HI6028 Taxation Theory T1 2019
  • HI6028 Taxation Law Holmes
  • HLTAAP001 Recognise healthy body systems
  • HLTWHS002 Follow safe practices for direct client care
  • HOTL5003 Hotel Property and Operations
  • HPS771 - Research Methods in Psychology A
  • HS2021 Database Design
  • ICTICT307 Customise packaged software applications for clients
  • IFN619 Data Analytics for Strategic Decision Makers
  • INF80028 Business Process Management Swinburne University
  • ISY2005 Case Study Assessment 2
  • ISYS326: Information Systems Security Assignment 2, Semester 2, 2019
  • ITAP3010 Developing Data Access Solutions Project
  • ITECH1103- Big Data and Analytics – Lab 3 – Working with Data Items
  • ITECH1103- Big Data and Analytics Assignment Semester 1, 2020
  • ITECH 5500 Professional Research and Communication
  • Kent Institute Australia Assignment
  • MA5830 Data Visualisation Assignment 2
  • MGMT7020 Project Management Plan
  • Mgt 301 Assessment 3
  • MGT215 Project Management Individual Assignment
  • MITS4002 Object Oriented Software Development
  • MITS5002 Software Engineering Methodology
  • MKT01760 Tourism Planning Environments Assessment 4
  • MKT01760 Tourism Planning Environments
  • MKT01906 International Tourism Systems
  • MKT5000 Marketing Management S2 2019
  • MNG03236 Report Writing SCU
  • MRE5003 Industrial Techniques In Maintenance Management Assignment 4
  • MRE5003 Industrial Techniques In Maintenance Management Assignment 3
  • MRE5003 Industrial Techniques In Maintenance Management
  • Network Security and Mitigation Strategies Answers
  • NIT2213 Software Engineering Assignment
  • NSB231 Integrated Nursing Practice Assessment Task 1
  • Science Literacy Assessment 4
  • SIT323 Practical Software Development T 2, 2019
  • SIT718 Using aggregation functions for data analysis
  • SITXCOM002 Show Social and Cultural Sensitivity
  • TLIL5055 Manage a supply chain
  • TLIR5014 Manage Suppliers
  • USQ ACC5502 Accounting and Financial Management
  • UTS: 48370 Road and Transport Engineering Assessment 2

  Australia Universities

  • ACT
  • Australian Catholic University
  • Australian National University
  • Bond University
  • Central Queensland University
  • Charles Darwin University
  • Charles Sturt University
  • Curtin University of Technology
  • Deakin University
  • Edith Cowan University
  • Flinders University
  • Griffith University
  • Holmes Institute
  • James Cook University
  • La Trobe University
  • Macquarie University
  • Monash University
  • Murdoch University
  • Queensland University of Technology
  • RMIT University
  • Southern Cross University
  • Swinburne University of Technology
  • University of Adelaide
  • University of Ballarat
  • University of Canberra
  • University of Melbourne
  • University of Newcastle
  • University of New England
  • University of New South Wales
  • University of Notre Dame Australia
  • University of Queensland
  • University of South Australia
  • University of Southern Queensland
  • University of Sydney
  • University of Tasmania
  • University of Technology Sydney
  • University of the Sunshine Coast
  • University of Western Australia
  • University of Wollongong
  • Victoria University
  • Western Sydney University

  Year 11 - 12 Certification Course

  • Australian Capital Territory Year 12 Certificate
  • HSC - Higher School Certificate
  • NTCE - Northern Territory Certificate of Education
  • QCE - Queensland Certificate of Education
  • SACE - South Australian Certificate of Education
  • TCE - Tasmanian Certificate of Education
  • VCE - Victorian Certificate of Education
  • WACE - Western Australia Certificate of Education