BSBCUS501-Manage Quality Customer Service

Project tasks & instructions:

You are to consider the customer service issues identified in BizOps Enterprises and develop strategies to address these issues. The focus is on how you would supervise the BizOps team as they deliver and maintain quality customer services to expected standards. You will use WordProcessing software to develop your report for task 2(d) however, for all other tasks, use the BizOps templates as instructed, and the spaces provided. Submit your documents online with your assessment.

Task 1

Review the current ‘customer service policy’ and determine whether it is effective for the customer service issues experienced. Report on the level of effectiveness by highlighting the components of the policy that are:

a) still effective but not being adopted by staff 

b) not effective and need to be revised to better suit BizOps Enterprises customers’ requirements 

c) not relevant to BizOps Enterprises customer service requirements

d) absent from the policy and need to be included.

Task 2

Using the two customer complaints provided, complete the following tasks: 

a) Outline the complexities of each complaint in terms of a satisfactory resolution for both the customer and BizOps Enterprises.

b) Using the BizOps customer complaints procedure, fill out the relevant ‘customer complaint feedback forms’. In the space provided, outline the steps you would take to investigate and address each complaint.

c) Outline what records you would retain as each complaint is r

d) Prepare a brief report (using the BizOps report template) for a BizOps executive team meeting. Summarise the nature of the customer complaints, and their non-compliance against the customer service policy.

Task 3

You will be working as part of a team (3 or 4 members), to investigate two system problems that may be causing customer service issues at BizOps Enterprises. Develop a customer service plan to improve product sales and ongoing customer service. Use the BizOps Enterprises ‘customer service plan template’ to do this. You will need to: a) be specific to your team. b) include any quality, time or cost specifications required. c) outline how you would seek customer feedback. d) include how you would review these, once implemented, to ensure effectiveness.

Task 4

You must also prepare a report for the executive team on two customer service system problems to be addressed in the BizOps operations, and include recommended solutions. It is expected that you will use the technological tools commonly found in business workplaces to carry out this process (e.g. computers with appropriate word processing software, sales databases, etc.). The report is to be developed on the BizOps Enterprises ‘report template’ and must address the following:

a) An outline of two customer service system problems

b) The process you would follow to investigate and address each problem

c) Possible ideas or improvements that could solve the problems, and personnel you would consult regarding possible solutions

d) Records you would retain as each system problem is resolved

Task 5

Use the BizOps Enterprises ‘service measures template’ to prepare a performance measurement plan for the warehouse dispatch staff. This will allow customer service standards to be monitored and achieved.