BSBCUS401 Coordinate implementation of customer service
\nBSBCUS401 Coordinate implementation of customer service strategies
\nName
\nEmail address
\nAssessment
\n\u00a9 2017 Australian Institute of Personal Trainers Pty Ltd and its licensors (AIPT) Commonwealth of Australia Copyright Regulations 1969
\nWarning \u2013 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.
\nProject
\nCarefully review the material presented in this unit and the activities you have previously completed. You should reflect on your learning, your own research, and your previous case studies within this unit.
\nComplete the following project ( help with nursing paper writing from experts with MSN & DNP degrees) tasks, and submit all of the required documentation.
\nWith reference to the case study, complete the follow tasks.
\nIn the case study assessment, you identified strategies and opportunities to improve customer service and meet the needs of customers. You presented and promoted these ideas to the appropriate organisational individuals and groups. It is now appropriate to organise the implementation of those strategies.
\nTask 1
\nBefore implementation, you will need to plan the implementation schedule and identify the who, what, when, and how. Select one customer service objective. Then, in a report\u2014a table may be used\u2014identify the following:
\n\u2022 The customer service objective, e.g. What is the customer service goal?
\n\u2022 The customer service strategy that is to be implemented, e.g. What steps are required to achieve the goal?
\n\u2022 The activities\/tasks involved in the implementation, e.g. a list of the activities\/tasks that need to be undertaken
\n\u2022 The staff required, e.g. all staff, specific departmental staff (marketing, sales, etc.), new casual employees, etc.
\n\u2022 Budget, e.g. financial resources required (costs to cover telemarketing phone calls, printing, advertising, newsletters, etc.), total estimated costs
\n\u2022 Other physical resources or supplies, e.g. display stands, promotional boards, customer database, etc.
\n\u2022 A schedule of timeframes for the activities\/tasks, e.g. Gantt chart
\n\u2022 What resource and activity approvals need to be arranged and with whom, i.e. job role\/position to be identified (names are not required). If you are the responsible person and no further approvals are required, then this should be indicated in your report.
\nTask 2
\nBefore implementing your plan, you need gain the necessary approvals and consult with management and staff to gather their comments and commitment to achieving improved levels of customer service. After you have received approval and management commitment, arrange a meeting with your staff to discuss the customer service improvement plans and gain their agreement on the plan and overall customer service objectives. The meeting minutes are to be provided to your assessor. The minutes should demonstrate:
\n\u2022 Discussion by staff to demonstrate commitment to achieving the customer service goals, e.g. support implementation activities
\n\u2022 Discussion and agreement by individuals or small groups on activities\/tasks, timeframes, and physical and budget resources required
\n\u2022 Discussion and confirmation as to what, when, and how resources will be provided to individuals\/groups to enable them to complete the activities\/tasks
\nTask 3
\nAs a manager, you need to provide templates of letters for staff to use as examples of the standards and requirements of business letters when responding to customers\u2019 difficulties and complaints. Following the organisation\u2019s procedures and using templates when resolving customer difficulties and complaints both encourages prompt action and ensures a standard approach in quality customer service. Customer complaints may be received from the customer either as a letter, email, or phone call or orally. The letter templates should display the content, structure, layout, and format of two types of customer service letters: formal and informal.
\nProcedures to resolve customer difficulties may include:
\n\u2022 External agencies, e.g. Ombudsman
\n\u2022 Item replacement
\n\u2022 Referrals to supervisor
\n\u2022 Refund of monies
\n\u2022 Review of products or services
\n\u2022 Using conflict management techniques
\nCustomer complaints may include:
\n\u2022 Administrative errors, such as incorrect invoices or prices
\n\u2022 Customer satisfaction with service quality
\n\u2022 Damaged goods or goods not delivered
\n\u2022 Delivery errors
\n\u2022 Products not delivered on time
\n\u2022 Service errors
\n\u2022 Specific e-business problems and issues:
\n? Difficulty accessing services
\n? Inactive links
\n? Not appreciating differing hardware and software
\n? Services not available
\n? Supply errors such as incorrect product delivered
\n? Time taken to access services
\n? Unfriendly website design
\n? Website faults
\n\u2022 Warehouse or store room errors, such as incorrect product delivered
\nDevelop examples of two template customer service letters, that being informal and formal, acknowledging the complaint and advising the customer of the actions that will be taken in order to satisfy their needs as well as that the organisation will look forward to satisfying their needs in the future. You should ensure that the templates are readable, appropriate, and mechanically sound.
\nTask 4
\nBusiness strategies and standards are continually monitored and evaluated with the aim of identifying areas for improvement. Continual improvement in customer service requires the customer service systems and processes to be regularly and systematically monitored and evaluated.
\nIn case study assessment Task 1, you developed a questionnaire to gather feedback on customer service needs and areas for improvement. Now, you need to re-evaluate the customer service being provided by the business since the changes in customer service were implemented.
\nUsing the reports from Tasks 1 and 2 of this assessment, identify five to eight key performance indicators (KPIs) that you could use in monitoring and evaluating the current level of client satisfaction with customer service. The KPIs need to relate to the business aims, objectives, and\/or strategies.
\nDevelop a client satisfaction survey checklist using the following headings:
\n\u2022 KPI statement (list the KPIs under this heading)
\n\u2022 Satisfied (checkbox or tick)
\n\u2022 Not satisfied (checkbox or tick)
\n\u2022 Comments\/further improvements
\nTask 5
\nStep 1
\nUsing the checklist from Task 4, conduct a survey with your customers to review client satisfaction on the level of customer service currently being delivered.
\nThe survey may be conducted using the Internet, email, or telephone, or it may be face to face. You will need to gather a minimum of ten customer responses.
\nCustomers may include:
\n\u2022 Corporate customers
\n\u2022 Individual members of the organisation
\n\u2022 Individual members of the public
\n\u2022 Internal or external
\n\u2022 Other agencies
\nStep 2
\nAnalyse the feedback from the survey, and create a client satisfaction feedback report explaining your findings, e.g. were the KPIs met? Has the level of client satisfaction with customer service improved? If not, why? Are further improvements needed?
\nIn your report, you will need to do the following:
\n\u2022 Refer to evidence gathered from the survey.
\n\u2022 Make a comment on the areas in customer service that have been improved and also where further improvements could be made.
\n\u2022 Provide advice and make a recommendation on the future direction of client service strategies for the business. Future directions should relate to the overall aims and objectives of the business.<\/p>\n
Task 6
\nThe client satisfaction feedback information needs to be passed on to the manager and staff. Arrange a meeting with the manager, staff, and any other interested parties to discuss your findings from the client satisfaction survey. The meeting minutes are to be provided to your assessor. The minutes should demonstrate:
\n\u2022 Discussion by the manager and staff to demonstrate acknowledgement of client satisfaction successes and commitment to take steps to make improvements where required to maintain customer service standards
\n\u2022 Discussion and agreement by individuals or small groups on activities\/tasks to be undertaken to improve customer service standards
\nIndividuals and groups may include:
\n\u2022 Colleagues
\n\u2022 Committee
\n\u2022 Customers
\n\u2022 External organisation
\n\u2022 Line management
\n\u2022 Supervisor
\nTask 7
\nTo be successful in quality customer service, records need to be maintained. This is to make past and future comparisons and identify areas that may cause future issues and problems. In a report, explain the role and purpose of maintaining systems, records, and reporting procedures in ensuring continuous improvement in levels of customer service.<\/p>\n
—–<\/p>\n
BSBCUS401 Coordination of customer service implementation<\/p>\n
BSBCUS401 Coordination of the implementation of customer service strategy<\/p>\n
Contact information via email<\/p>\n
Assessment<\/p>\n
2017 Australian Institute of Personal Trainers Pty Ltd and its licensors (AIPT) Copyright Regulations 1969 Commonwealth of Australia<\/p>\n
This work has been reproduced and distributed to you by or on behalf of AIPT in accordance with Part VB of the Copyright Act 1968. (the Act).<\/p>\n
The content of this communication may be protected by copyright under the Act. Any additional copying or communication of this information by you may be protected by copyright under the Act.<\/p>\n
All rights are retained, and any republication or redistribution of content requires the prior written permission of AIPT. Please do not remove this notification.<\/p>\n
Project<\/p>\n
Examine thoroughly<\/p>\n","protected":false},"excerpt":{"rendered":"
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