Assessment - Manage quality customer service - BSBCUS501.pdf

ABN - 31 114 584 940 RTO Provider - 91153 CRICOS Code: 02672K Level 2,396 Pitt Street, Sydney NSW 2000 Australia Tel: +61 2 9264 2223 Email: [email protected] Web: www.greenwichcollege.com.au

Assessment Guidelines .............................................................................................................. 3 Assessment Schedule ................................................................................................................ 4 Task 1: Develop a Customer Service Plan ................................................................................. 5 Task 2: Manage and Develop the Team ................................................................................... 13 Task 3: Monitor and Improve Customer Service ....................................................................... 21 Performance Criteria ................................................................................................................ 24 Foundation Skills ...................................................................................................................... 25 Assessment methods and tasks ............................................................................................... 26 Assessment mapping summary................................................................................................ 27 Record of Assessment Outcome .............................................................................................. 28 References / recommended resources ..................................................................................... 29

Manage quality customer service – BSBCUS501 Innovation and Business Industry Skills Council Ltd, 1st Edition Version 2, 2015 Page 2 of 29

1. All assessment tasks must be completed and deliver ed individually. 2. Please read all instructions before starting each assessment. 3. You may refer to your Learner Guide or any other relevant resource when completing your assessment. Do not quote directly from text books. You should answer questions in your own words, except where it asks you to quote.

4. You have access to computers to assist you in completing your work 5. You will access the course/assessment material and submit assessments electronically using the Greenwich Online Assessment and Learning System (GOALS).


Learning Activity Only

Strategies and planning. Project work


Role-play


Strategies and planning. Written report


The student will demonstrate the ability to plan to meet customer requirements through the development of a customer service plan.

You will develop a customer service plan for the simulated business ‘Innovative Widgets’. You will gather the

background information on the simulated business from your Student Workbook and any information about Innovative Widgets that you may have created in the course of completing learning activities in the Student Workbook.

1.

Over the duration of the course, gather information on the Innovative Widgets simulated business from course materials.

2.

Based on the information you gather, produce a customer service plan for Innovative Widgets. Develop the customer service plan using the template provided in Appendix 1. Your customer service plan should include: a.

vision and mission statements that refer to Innovative Widgets’ provision of customer service

b.

a list of internal and external customer types and their needs


c.

product standards that include: i.

minimum safety requirements

iv. pricing

ii.

dimensions

v.

iii. tolerances d.

material

vi. delivery

policies and procedures for: i.

gathering customer information and conducting market research to identify customer needs using the RATER model

ii.

responding to customer complaints

iii. managing records and data. 3. Develop a short (no more than one page) reflection on your plan and how the design of your plan will work to achieve quality customer service and legal compliance and how your plan is consistent with best practice models and voluntary standards and codes of practice. In your reflection, you also need to summarise public relations and product promotion approaches that are appropriate for Innovative Widgets. 4.

Submit the required documents for assessment as per the specifications below. Be sure to keep a copy for your records.


You must provide: ●

●

A customer service plan. a short (no more than one page) reflection on your development and design of a customer service plan.

Your assessor will be looking for: ●

reading skills to gather and interpret organisational (Innovative Widgets) information

●

writing skills to match your style of writing to the documents’ purpose and audience

●

work skills to apply Innovative Widgets’ organisational needs to document production

●

technology skills to prepare and present documents

●

knowledge of legislation and regulation relevant to customer service

●

knowledge of service standards and best practice models.


Welcome to Innovative Widgets! Our vision and mission:

Create a vision and mission statement that includes reference to customer services

Who are our customers? Our internal customers are:

Our internal customers require:

List Innovative Widgets’ internal customers

List these customers’ needs

Our external customers are:

Our external customers require:

List Innovative Widgets’ external customers List these customers’ needs

We’ll give you what you need … and more! We promise to deliver a widget that’s right for your needs:

List relevant productquality specifications


We promise to support you:

List relevant customer service guarantees, e.g. related to time, cost and after-sales support

We’ve support our people to support you! Innovative Widgets’ policies and procedures that support customer service include:

List relevant policies and procedures


Briefly explain the purpose of this policy Briefly explain which people or departments of Innovative Widgets this policy applies to Note whether there are procedures associated with this policy List any legislation relevant to the application of this policy

Write the year this policy was approved, and who approved it

Write any processes that support this policy. Write processes in steps where possible, e.g. step 1: greet the customer; step 2: ask the customer what you can help them with, etc.

1. 2. 3. 4. …




Write any processes that support this policy. Write processes in steps where possible, e.g. step 1: greet the customer; step 2 ask the customer what you can help them with, etc.

1. 2. 3. 4. …




Write any processes that support this policy. Write processes in steps where possible, e.g. step 1: greet the customer; step 2 ask the customer what you can help them with, etc.

1. 2. 3. 4. …


The student 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: 

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.

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: a.

summarise customer service team performance

b.

identify possible causes of customer service shortfalls

c.

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.

1. Prepare to participate in a role-play with Mary (your assessor) to address her performance issues. You need to prepare to: a.

run structured coaching session

b.

ask questions to understand and clarify Mary’s perspective

c.

describe the policy and procedures for handling customer complaints

d.

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.)

e.

explain techniques for solving customer complaints

f.

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.

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

●


●

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.


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 7mm 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 Widget s, but they were 6mm widgets rather than the 7mm 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 wi ll 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.

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



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.


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

– 2%

– 2%

+3.5%

– 1.5%

– 0.5%

+4%

+4.5%

+3.5%

+7%

+10%

+12%

Employee

Jan

Feb

March

April

May

June

July

Aug

Sep

Oct

Nov

Dec

Supervisor

John

John

John

John

John

John

John

John

John

(Annua

(Annua

John

l leave)

l leave) Mia

Mia

Jonas

Jonas

Jonas

Taya

Taya

Taya

Mary

Mary

calls from previous year

Customer service officer

Mia

Mia

Mia

Mia

Mia

Mia

Mia

Mia

Mia

Mia


Nitin

Nitin

Nitin

Nitin

Nitin

Nitin

Nitin

Nitin

Nitin

Nitin (quit)


Jonas

Jonas

Jonas

Jonas

Jonas

Jonas

Jonas

Jonas


Jonas

(new) Customer service officer

Mary (new)


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. The scope of this policy covers the management of customer complaints by employees and contractors of Innovative Widgets.

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. The scope of this policy covers the management of customer complaints by employees and contractors of Innovative Widgets. Specific procedures for the implementation of this policy are available below and on the company intranet. Responsibility for the implementation of this policy rests with employees and management of Innovative Widgets with responsibility for managing customer complaints.

Privacy Act 1988 (Cwlth) Equal Opportunity Act 2010 (Vic) Competition and Consumer Act 2010 (Cwlth).

10/2011 – John Doe CFO

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 pr ofessional judgement and refund an additional 10% of the value of the faulty product up to a maximum value of $25. 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 r eferred 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.

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: a. At a system level, to prevent similar problems occurring in the future b.

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: a.

summarise the facts and the problem as you understand it and make an apology for the mistakes Innovative Widgets is responsible for.

b.

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.

c.

Describe what Innovative widgets is going to do to solve the customer’s specific problem immediately

d.

Describe when you will follow-up with the customer to see if their problem has been resolved

e. Ask if there is anything else the customer needs to resolve the situation or repair the relationship. Manage quality customer service – BSBCUS501 Innovation and Business Industry Skills Council Ltd, 1st Edition Version 2, 2015 Page 20 of 29

The student will demonstrate the ability to monitor, adjust and review customer service.

You will develop strategies to monitor progress and obtain customer feedback. You will use performance information and customer feedback provided by your assessor to review customer service strategies and produce a report with recommendations for improvement.

1. Read the following scenario: The board at Innovative Widgets is pleased with the control you have taken to address some of the customer service problems that had arisen. Mary is performing better at her job and feeling more confident in her role. Yore Mine continues to purchase their widgets from Innovative Widgets. At this stage, the board would like you to take some steps to improve org anisation-wide delivery of customer service. They would like some specific targets developed to measure the performance of the customer service team. They would also like to monitor customer satisfaction levels and then recommend any changes required to improve the delivery of customer service at Innovative Widgets. 2. Develop a set of KPIs for Innovative Widgets customer service representatives. KPIs should address the areas of customer and business requirements identified below: a.

call/enquiry/complaint handling time

b.

following organisational procedures

c.

identifying customer issues and opportunities to increase customer satisfaction or meet customer needs Manage quality customer service – BSBCUS501 Innovation and Business Industry Skills Council Ltd, 1st Edition Version 2, 2015 Page 21 of 29

d.

assisting team members to improve customer service

e.

assisting other internal customers of customer service team

f.

customer retention

g.

sales

h.

ability to handle complaints

i.

ability to record and store customer information

j.

customer satisfaction.

3. Develop a plan or procedure for monitoring team members’ performance against KPIs. 4. Develop a questionnaire to collect customer feedback related to KPIs and/or designed to uncover identifiable gaps between services provided (including the quality of service) and customer expectations. 5. Arrange to meet with your manager (assessor) to receive performance data and feedback from customers. 6. Discuss issues and possible solutions with your manager (assessor). 7. Analyse performance data and customer feedback to identify systemic customer service issues and trends. 8. Prepare a 1 – 2 page report for the management at Innovative Widgets containing recommendations for organisation-wide customer service improvement. The report should contain: a.

3 – 4 recommendations. At least one recommendation should address how to improve public relations at Innovative Widgets.

b. A rationale for each recommendation based on yo ur knowledge of: i.

problem identification and resolution

ii.

managing customer service and customer relationships

iii. managing quality customer service delivery iv. procuring appropriate technology to address customer needs. 9. Submit all documents to your assessor as per the specifications below. Ensure you keep a copy of all work submitted for your records.


You must provide: ●

a set of KPIs for customer service team members and a plan or procedure for monitoring team members’

performance ●

a questionnaire to gather customer feedback

●

a report containing recommendations for improvement of customer service.

Your assessor will be looking for: ●

reading skills to interpret Innovative Widgets information

●


●

communication skills to use listening and questioning techniques to obtain information

●

work skills to: ○

collaborate with manager (assessor) to discuss customer service problems and options

○

address complex customer service problems and use problem-solving techniques to identify solutions

●

technology skills to prepare and present documents.


Elements describe the

Performance criteria describe the performance needed to demonstrate

essential outcomes.

achievement of the element.

1 Plan to meet internal and

1.1 Investigate, identify, assess, and include the needs of customers in

external customer

planning processes

requirements

1.2 Ensure plans achieve the quality, time and cost specifications agreed with customers

2 Ensure delivery of quality

2.1 Deliver products and services to customer specifications within

products and services

organisation’s business plan 2.2 Monitor team performance to consistently meet the organisation’s

quality and delivery standards 2.3 Help colleagues overcome difficulties in meeting customer service standards 3 Monitor, adjust and

3.1 Develop and use strategies to monitor progress in achieving product

review customer service

and/or service targets and standards 3.2 Develop and use strategies to obtain customer feedback to improve the provision of products and services 3.3 Develop, procure and use resources effectively to provide quality products and services to customers 3.4 Make decisions to overcome problems and to adapt customer services, products and service delivery in consultation with appropriate individuals and groups 3.5 Manage records, reports and recommendations within the organisation’s systems and processes


This section describes language, literacy, numeracy and employment skills incorporated in the performance criteria that are required for competent performance.

Reading

1.1, 1.2, 2.1, 3.1,

Interprets and analyses textual information from a variety of

3.2, 3.3, 3.5

sources and applies the knowledge that has been gained to evaluate standards for organisation’s products and services

Writing

1.2, 3.1, 3.2, 3.3,

Produces a range of text types to convey information,

3.5

requirements or recommendations matching style of writing to purpose and audience

Oral

1.1, 1.2, 2.1, 2.3,

Clearly articulates systems and standards in a team environment

Communication

3.2

using language suitable to diverse audiences Uses listening and questioning techniques to obtain feedback and confirm understanding

Numeracy

1.2

Interprets and comprehends mathematical information in organisation’s business and customer service plans.

Navigate the

2.1, 2.2, 3.1, 3.5

world of work Interact with

Recognises and applies organisational protocols and meets expectations associated with own work

1.1, 2.3, 3.4

Identifies and uses appropriate conventions and protocols when

others

communicating with colleagues and customers Collaborates with others, taking into account their strengths and experience, to achieve desired outcomes Provides support in field of expertise to team

Get the work

1.1, 1.2, 2.1, 2.2,

Develops and implements plans using logical processes and

done

3.1-3.5

monitors and evaluates progress against stated goals Accepts responsibility for addressing complex or non-routine Manage quality customer service – BSBCUS501

Innovation and Business Industry Skills Council Ltd, 1st Edition Version 2, 2015 Page 25 of 29

difficulties, applying problem solving processes in determining a solution. Uses digital technology to access, organise and present information in a format that meets requirements

Role-play

●

Assessment task 2: Student coaches an underperform ing employee

Written report Discussion/interview

●

Assessment task 2: Student writes a report for the board

●

Assessment task 3: Student meets with manager (assessor) to discuss customer service performance and improvement options.

Portfolio of work/

●

simulation

Assessment task 1: student develops a customer servi ce plan and reflection

●

Assessment task 2: Student writes an email to resolve a customer compliant and submits coaching documentation

●

Assessment task 3: Student develops KPIs and a questionnaire for gathering customer feedback


Develop a customer

The student develops a customer service plan f or the

service plan

simulated business ‘Innovative Widgets’.

1

Strategies and

1.1, 1.2,

planning

3.2, 3.5

1, 2

1, 2, 3,

3, 4, 5, 6

2, 5, 6

Project work Manage and develop

The student reviews data to identify customer service

the team

issues and brief the board. The student also addresses a

2

Role-play

2.1 – 2.3, 3.3, 3.5

complex customer complaint. The student then participates in a role-play to manage and underperforming employee. Monitor and improve

The student will develop strategies to monitor progress and

Strategies and

1.1, 2.2,

1, 2, 4,

customer service

obtain customer feedback. The student will produce a

planning

3.1 – 3.4

5, 6

report with recommendations for organisation-wide

Written report

customer service improvement. * Elements and Performance Criteria are numbered using the Unit of Competency numbering system. ** Obtain number from previous table ‘Performance Evidence’ *** Obtain number from previous table ‘Knowledge Evidence’


___________________________________________________________________________________________ ___________________________________________________________________________________________ ___________________________________________________________________________________________ __________________________________________________________________________________ I have been provided with feedback on the evidence I have provided. I have been informed of the assessment result and the reasons for the decision.

Student Signature: _______________________________________________________

The student has been provided with feedback and informed of the assessment result and the reasons for the decision

Assessor Name/Signature: _______________________________Date: ___________ Manage quality customer service – BSBCUS501 Innovation and Business Industry Skills Council Ltd, 1st Edition Version 2, 2015 Page 28 of 29

Manage Quality Customer Service – BSBCUS501, 2015, 1st Edition, Version 1, Innovation and

Business Industry Skills Council Ltd Australia, East Melbourne, VIC, Australia


Assessment - Manage quality customer service - BSBCUS501.pdf

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