BSBCUS501-Manage Quality Customer Service

Overview

This unit describes the skills and knowledge required to develop strategies to manage organisational systems that ensure products and services are delivered and maintained to standards agreed by the organisation.

It applies to individuals who supervise the provision of quality customer service within an organisation’s procedures framework by others. At this level, individuals must exercise considerable discretion and judgement, using a range of problem solving and decision making strategies.

No licensing, legislative or certification requirements apply to this unit at the time of publication.  

For this assessment, you are to read the questions and respond in writing with the most suitable answer. There are fourteen questions, all of which must be completed. Most questions require short answers although some questions require a more detailed response. You may use various sources of information including workbooks, internet and other documents, but must list and reference their sources. Your assessor will advise you when this is due.

1.Identify three (3) benefits to the organisation of welcoming customer complaints

2.List and explain five (5) attributes of a customer service operation that could be considered ‘best practice’. The attributes you describe may be processes, techniques, methods or activities. You must describe the attribute and explain how it contributes to excellence in customer service.

3.You have just developed a new health drink. Summarise the public relations and product promotion strategies you will use to launch the new product. (two strategies for each).

4.Choose an organisation and identify three (3) products or services that it currently offers its external customers.  Find out about the organisation’s customers and explain how each product satisfies the physical and psychological needs of its customers. 

5.Describe the process to investigate, identify, assess and include the needs of customers in planning processes.

6.What information would you include in a customer research plan?

7.Give at least four (4) examples of the types of information that might be collected about customers including psychographic and demographical data plus other information that helps identify customer needs.

8.If you were setting up a new business, how could you record and track the relations you have with customers?

9.What is the benefit of recording customer relations? Give three (3) reasons.

10.What is ‘continuous improvement? Describe the four (4) main components of the PDCA continuous improvement system.

11.Why is it important for a business to have in place a system for continuous improvement?

12.How can an organisation make decision to overcome problems and to adapt customer services, products and/or service delivery? 

13.One of your team members has discovered a customer service issue that could have a negative impact on the organisation. Describe the principles you would apply to investigate and find a solution to such a problem. List at least eight (8).

14.What kinds of records should a company keep to ensure effective customer service? List at least four (4)

15.Why is it important to efficiently keep records for a business?

16.Briefly describe the legal and ethical considerations for storing customer service information. 

17.There are number of strategies for monitoring the progress in achieving product and/ or service targets and standards. Which strategies do you consider to be the most useful? Why?

Tasks

Stage One: Planning to meet customer requirements

For this part of the assessment you are to demonstrate your ability to plan to meet internal and external customer requirements.

1. Read the scenario and examine the information in the RATER Elements table provided below.

2. Then, using the information given in the RATER Elements table, develop a Customer Service Plan. 

The plan must:

a.Meet the stated customer requirements

b.Ensure delivery of quality products and services in a timely manner

c.Include strategies for monitoring, adjusting and reviewing customer service.

A Customer Service Plan template is provided.

Your plan must include:

a.Policies and procedures for:

Reservations

Greet and seat

b.Goals and objectives including KPIs and how they will be monitored

c.Details of strategies for:

How teams will be assisted to meet customer requirements

Resources required (both human and physical) and how they will be procured

Strategies to obtain customer feedback

How the plan will be reviewed.

You will need to develop the policies and procedures and strategies to complete the plan.

Scenario:

The business you manage, The Fine Foods Factory, is one of a chain of speciality food restaurants. It has recently been losing return customers and has surveyed customers in order to identify the potential reasons. The customer experience defined in social media posts revealed that while the table and bar service were efficient, friendly and contributed to enriched experiences, the hostess stand, reservation and check-in processes were severely lacking.

Responses showed that:

58% Will return

24% Might return

18% Will not return

You have carried out further research to identify customer needs and found that they often had to wait when they arrived at the restaurant, bookings made on the phone often were not recorded and the person checking in was often ‘arrogant’ or left customers just standing there.

You now need to take action to improve service performance in the areas of concern.