BSBCUS401B – Coordinate implementation of customer service strategies

Read The Following Instructions Carefully
1. Do not commence your assessment until you are told to do so.
2. You should have valid Student ID card and should present your ID Card if your assessor ask for it.
3. Cheating will not be tolerated. Disciplinary action will be taken against anyone who attempts to cheat.
4. Communication devices (e.g., Mobile phones, PDAs, pagers etc.) are to be kept Switched-Off and should be placed inside your bag or surrendered to the assessor.
5. Computers are not to be used except as specified in the assessment.
6. If you think there are any special reasons why you may perform poorly in this assessment, please inform your assessor now.
7. Read each question carefully before attempting to answer.
8. Do not take the assessment questions out of the room.
Other Important Instructions
1. If you use your mobile/any electronic devices (Except Normal Calculator) for cheating / unethical means 50% mark will be deducted from whatever the mark you achieved.
2. Whispering/talking with friends not permitted, either you or both will receive deduction of marks
3. Sharing any materials are not permitted; Marks may be deducted for both supplier and user.
4. Use of any language other than English is not acceptable, disciplinary action will be taken.
Thanks for reading and acknowledging the rules, policies and procedures. Good luck on your exam.
Vocational Unit Outcome:
? Satisfactory (S)
? Not Yet Satisfactory (NS)
? Resubmission (RS)
TRAINER FEEDBACK ON OUTCOME
WRITTEN QUESTIONS 70 MARKS
NO QUESTIONS
1 What is the difference between an internal customer and an external customer?
2 Detail 2 elements of quality customer service
3 Detail 2 elements of unprofessional customer service
4 Detail the four levels of customer service
5 Detail 2 different ways you could collect information about customers and their experiences dealing with your company?
6 How are complaints beneficial to an organization?
7 What is Total Quality Management (TQM)? Explain how TQM relates to customer service.
8 What is the purpose of establishing service standards for an organization?
9 What are the characteristics of effective service standards?
10 What is a quality circle? Explain its purpose.
11 In your own words, you are to explain why customer service is important to your business
12 What are the key features of trade practices and fair trading legislation?
13 Describe how the following legislation / codes of practice are related to providing good customer service.
• Equal Opportunity
• Ethical business principles
• Customer service codes of practice
• National Privacy Principles
• Work Health and Safety
• Employer rights and responsibilities
• Anti-discrimination
14 Provide details of 3 different pieces of legislation which are relevant to ethical customer service in your industry.
Unit Code and Name BSBCUS401B – Coordinate implementation of customer service strategies
Assessment No & Type Assessment 1: Project
(Report writing and On-the-job performance review)
Student Name, ID & Sign
Assessor Name
Submission Date
STUDENT DECLARATION
Please tick to indicate that you/group understand the following statements:
I/We declare that:
• This assignment is my/our own original work, except where I/We have appropriately cited the original source (Appropriate citation of original work will vary from discipline to discipline).
• This assignment has not previously been submitted for assessment in this or any other subject.
For the purposes of assessment, I/We give the assessor of this assignment the permission to:
• Reproduce this assignment and provide a copy to another member of staff; and
• Take steps to authenticate the assignment, including communicating a copy of this assignment to a checking service (which may retain a copy of the assignment on its database for future plagiarism checking).
Vocational Unit Outcome: Satisfactory (S)
Not Yet Satisfactory (NS)
Resubmission (RS)
TRAINER FEEDBACK ON OUTCOME
TASK 1:
Customer service is imperative for the success of any service related business. For this task, you are to evaluate the customer service of your company. In doing so, you must develop a checklist to ensure a consistent evaluation across departments and sections. You may want to consider:
• First impressions
• Positive customer service factors
• Negative customer service factors
• Products offered vs. customer needs
• Environment
• Professionalism of staff and presentation
• Response times
• Service guarantees
• Pricing guarantees
• Product quality
• Document presentation standards
Your research may include:
• Talking to customers
• Qualitative or quantitative research
• Seeking feedback from service delivery colleagues
• Analysis of competitive environment
• Analysis of industry and market trends
You are to then develop a written report that outlines your findings, and makes suggestions for improvement. These suggestions should discuss the rationale behind your opinions, along with details on how each suggestion could be implemented.
It is important to note that your assessor will be looking to ensure you were thorough in your review. Don’t even think of saying the service is perfect – everything can be improved! You must also submit your completed checklist with your report
Relevant Websites:
• http://eprints.usm.my/26507/1/CUSTOMER_LOYALTY,_SATISFACTION_AND_MARKETING_MIX.pdf
• http://businesscasestudies.co.uk/business-theory/marketing/creating-strategies-that-meet-customer-needs-the-marketing-mix.html#axzz2giQ5v8HI
TASK 2:
Following Task 1, you plan to implement one of the suggestions raised for improving customer service within your own actions and your team
In undertaking this task, you are to write an implementation plan which :
• Advise all team members on the improvement including reasons and expectations
• Request feedback on the proposed improvements from your team, so as to identify any misunderstandings and gain support
• Update any set procedures that relate to the improvement
• Arrange all resources required to implement the improvement
Finally, you are to describe how you will monitor the implementation of the new process, so as to:
• Assess the changes to identify whether they have effectively increased customer satisfaction
• Take any relevant measurements to confirm improvement in effectiveness (e.g. time taken for staff to complete process compared to time previously required)
• Record all insights / experiences on a knowledge management system for future review and reflection
You are to provide the following evidence to your assessor to verify completion of this task:
• A copy of the your improved procedures
• A copy of your implementation plan and performance measurement plan
Relevant Websites:
Providing Customer service
• http://marketing.about.com/od/relationshipmarketing/a/crmtopten.htm
• http://sixrevisions.com/project-management/10-tips-for-providing-great-customer-service-to-your-clients/
• http://www.serviceexcellence.com.au/content_common/pg-tips-to-delivering-customer-service-excellence.seo
• http://leanexecution.wordpress.com/2009/11/13/enhancing-customer-satisfaction/
• http://voices.yahoo.com/using-technology-improve-customer-satisfaction-281979.html
Measuring customer satisfaction
• http://www3.alcatel-lucent.com/enrich/v1i22007/article_c3a2.html
• http://www.qualtrics.com/blog/customer-satisfaction-measurement/
• http://blog.clientheartbeat.com/measuring-customer-satisfaction/
• https://www.helpscout.net/blog/customer-satisfaction/
• http://www.esurveyspro.com/article-customer-satisfaction-surveys.aspx
• http://www.busreslab.com/index.php/articles-and-stories/research-tips/customer-satisfaction/when-should-changes-be-made-to-a-customer-satisfaction-tracking-questionnaire/

MARKING GUIDE: BSBLED401A - DEVELOP TEAMS AND INDIVIDUALS_PROJECT
Student Name, ID & Sign
Assessor Name
Did the student demonstrate following issues in their project: PROJECT
S/NS/RS
Advise on customer service needs Clarify and accurately assess customer needs using appropriate communication techniques
Diagnose problems matching service delivery to customers and develop options for improved service within organisational requirements
Provide relevant and constructive advice to promote the improvement of customer service delivery
Use business technology and/or online services to structure and present information on customer service needs
Support implementation of customer service strategies Ensure customer service strategies and opportunities are promoted to designated individuals and groups
Identify and allocate available budget resources to fulfill customer service objectives
Promptly action procedures to resolve customer difficulties and complaints within organisational requirements
Ensure that decisions to implement strategies are taken in consultation with designated individuals and groups
Evaluate and report on customer service Maintain systems, records and reporting procedures to compare changes in customer satisfaction
• S = Satisfactory
• NS = Not Satisfactory
• RS = Resubmission