BSBCUS401 Coordinate implementation of customer service strategies
\nName
\nEmail address
\nAssessment
\n\u00a9 2018 Australian Institute of Personal Trainers Pty Ltd and its licensors (AIPT) Commonwealth of Australia Copyright Regulations 1969
\nWarning – This material has been reproduced and communicated to you by or on behalf of AIPT, pursuant to Part VB of the Copyright Act 1968 (the Act).
\nThe material in this communication may be subject to copyright under the Act. Any further reproduction or communication of this material by you may be the subject of copyright protection under the Act.
\nAll rights are reserved and you must obtain the prior written permission of AIPT for the republication or redistribution of any content. Do not remove this notice.
\nRead through the following case study and complete the associated four tasks. You should reflect on your learning and your own research within this unit.
\nCurrently working students are encouraged to base the scenario of this assessment on their dental or medical surgery\/practice.
\nCase Study
\nConsider the following scenario.
\nYou work for ABC Stationery, a small business that supplies office supplies to small and medium-sized businesses within the South East Queensland market. The business has eight staff members, and it has started to grow. As part of that growth, you have been asked to look at the business\u2019s customer service strategies. A new Client Management System (CMS) with an integrated document control system has been purchased in order to stop the loss of corporate knowledge, which happens when staff members leave.
\nCurrently, no formal customer service strategies have been put in place, and there has been no previous formal training within the organisation in customer service.
\nAbout the business:
\n\u2022 Two business partners own the business.
\n\u2022 Three administration staff take sales over the phone and liaise with the bigger clients on a daily basis. One member is new, one has been with the company for one year, and the other has been with the company for eight years.
\n\u2022 The finance manager has been with the company for three years.
\n\u2022 There are two sales staff that mostly work remotely. They have been with the company for two years.<\/p>\n
Employee demographics:
\n\u2022 The average age range is 25\u201355.
\n\u2022 There is a mix of males and females.
\n\u2022 Two of the administration team are from non-English speaking background.
\nAs a manager, it is important that you review customer service and seek ways to make improvements. It is important to consider improving not only your own standard of customer service but also how you Help others to make improvements in their standard of customer service.
\nIn order to identify ways to make improvements in customer service, you need to clarify and accurately assess the needs of customers. There are several ways that this can be accomplished, but they are all based on communication techniques. By ensuring that there is good communication with customers, the number of customer complaints will reduce.
\nCommunication techniques may relate to:
\n\u2022 Analysing customer satisfaction surveys
\n\u2022 Analysing quality assurance data
\n\u2022 Conducting interviews
\n\u2022 Consultation methods, techniques, and protocols
\n\u2022 Making recommendations
\n\u2022 Obtaining management decisions
\n\u2022 Questioning
\n\u2022 Seeking feedback to confirm understanding
\n\u2022 Summarising and paraphrasing
\nTask 1
\nPart A
\nImagine you are a customer of ABC Stationary. Think about the type of service you would expect from the business and staff and also what kind of situations would make you unhappy with their service. With this information in mind, develop a questionnaire (minimum of ten questions) that you could use to gather information from customers on what they like about ABC Stationary\u2019s service and what they think could be done better and what kind of service could be implemented that is not currently provided. It could cover such areas as:
\nCustomer needs may relate to:
\n\u2022 Staff attitude
\n\u2022 Staff knowledge
\n\u2022 Complaints
\n\u2022 Prices\/ value for service
\n\u2022 Purchasing experience
\n\u2022 Return of goods experience
\n\u2022 Accuracy of information provided them
\n\u2022 Instore experience
\n\u2022 Patient chairside experience (dental students)
\n\u2022 Anything else?<\/p>\n
Part B
\nAsk (at least ten) customers to complete the questionnaire. If you don\u2019t work or have the opportunity to ask customers in a retail situation, adjust the questionnaire so it suits the area in which you work. If you are not currently working you may simulate the customer responses. Simulations can include using friends and family to complete the questionnaire.
\nCustomers may include:
\n\u2022 Corporate customers
\n\u2022 Individual members of the organisations
\n\u2022 Individual members of the public
\n\u2022 Patients
\n\u2022 Internal or external
\n\u2022 Other agencies<\/p>\n
Task 2
\nAnalyse the feedback from the questionnaire. Create a report explaining your findings, i.e. what are the customer\u2019s needs, and make a comment (recommendation) on areas in customer service where improvements could be made.<\/p>\n
Task 3
\nUsing the information from Tasks 1and 2, explain in a report the customer service issues and problems that you diagnosed and the appropriate options that you identified for improving customer service. Include in this report budget allocations that are required and where the budget allocation will come from. Your report should also outline how you will promptly action procedures to resolve customer difficulties and complaints whilst acting within organisational requirements.
\nYou need to mention how these options meet with the organisation\u2019s requirements, i.e. business aims, objectives, and strategies, and you should provide opportunities for continuous improvement.
\nOrganisational requirements may include:
\n\u2022 Access and equity principles and practice
\n\u2022 Anti-discrimination and related policy
\n\u2022 Confidentiality and security requirements
\n\u2022 Defined resource parameters
\n\u2022 Ethical standards
\n\u2022 Goals, objectives, plans, systems, and processes
\n\u2022 Legal and organisational policies, guidelines, and requirements
\n\u2022 OHS policies, procedures, and programs
\n\u2022 Payment and delivery options
\n\u2022 Pricing and discount policies
\n\u2022 Quality and continuous improvement processes and standards
\n\u2022 Quality assurance and\/or procedures manuals
\n\u2022 Replacement and refund policy and procedures
\n\u2022 Who is responsible for products or services?
\nStrategic areas for improvement may include:
\n\u2022 Courtesy\/politeness
\n\u2022 Delivery times
\n\u2022 Merchandise characteristics
\n\u2022 Price offers
\n\u2022 Product\/refund guarantees
\n\u2022 Product\/service availability<\/p>\n
Task 4
\nDevelop a PowerPoint presentation to present your findings from Tasks 2 and 3 on service needs of customers and ways to make improvements. There should be no more than 12 slides. The presentation will be shown to management, staff, and other interested parties with the aim of promoting strategies to improve customer service.
\nArrange with management, staff, and other interested parties to attend the presentation on customers\u2019 service needs and strategies to improve customer service.
\nDesign a presentation feedback form (of at least five questions) to gather comments from your audience on customer service needs and your proposed improvements. Provide your assessor with a copy of the feedback form.
\nTask 5
\nGather and analyse the presentation audience feedback on customer service needs and your proposed improvements. Explain your findings in a report, e.g. did the audience agree with, disagree with, or support your findings and ideas; did they reflect concern to change; etc.
\nDeliverables required
\nYou are required to submit:
\nTask 1 A- your questionnaire with 10 questions (blank)
\nTask 1 B- At least ten copies of your questionnaire completed by \u2018customers\u2019
\nTask 2 \u2013 A short report (questionnaire feedback findings)
\nTask 3- A short report (customer service issues)
\nTask 4- PowerPoint presentation (12 slides), and presentation feedback form
\nTask 5 \u2013Report on presentation audience feedback
\nThe submission upload on My eCampus can only accept one file so if you have more than one file to submit, zip them together. See the instructions link in the Assessment Submission requirements PDF on the assessment page.
\nPlease ensure you add your name and email address to all files you submit.<\/p>\n
—<\/p>\n
BSBCUS401 Ensure that customer service plans are implemented in a coordinated manner.<\/p>\n
Email address and name<\/p>\n
Assessment<\/p>\n
2018 Australian Institute of Personal Trainers Pty Ltd and its licensors (AIPT) Copyright Regulations 1969 Commonwealth of Australia<\/p>\n
Warning – AIPT has reproduced and transferred this information to you in accordance with Part VB of the Copyright Act 1968. (the Act).<\/p>\n
Under the Act, the material in this communication may be protected by copyright. You may be subject to copyright protection under the Act if you reproduce or communicate this item again.<\/p>\n
All rights are retained, and any republication or redistribution of content requires the prior written permission of AIPT. This notification should not be removed.<\/p>\n
Complete the following case study by reading it and answering the questions.<\/p>\n","protected":false},"excerpt":{"rendered":"
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