question archive ASSESSMENT BSBCUS401 Coordinate implementation of customer service strategies STUDENT NAME * Insert your name here: TRAINING PACKAGE BSB15 NATIONAL COURSE CODE BSB42015 NATIONAL COURSE NAME CIV Leadership and Management NATIONAL UNIT CODE/S BSBCUS401 NATIONAL UNIT NAME/S Coordinate implementation of customer service strategies ASSESSMENT DETAILS Task 1 Determine your internal and external customer profile and segmentation Task 2 Review of your organisations current customer service strategies Task 3 Research, evaluate and report on customer service Task 4 Review and develop strategies for customer service Task 5 Scenarios • There are 5 assessment tasks for this units

ASSESSMENT BSBCUS401 Coordinate implementation of customer service strategies STUDENT NAME * Insert your name here: TRAINING PACKAGE BSB15 NATIONAL COURSE CODE BSB42015 NATIONAL COURSE NAME CIV Leadership and Management NATIONAL UNIT CODE/S BSBCUS401 NATIONAL UNIT NAME/S Coordinate implementation of customer service strategies ASSESSMENT DETAILS Task 1 Determine your internal and external customer profile and segmentation Task 2 Review of your organisations current customer service strategies Task 3 Research, evaluate and report on customer service Task 4 Review and develop strategies for customer service Task 5 Scenarios • There are 5 assessment tasks for this units

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ASSESSMENT BSBCUS401 Coordinate implementation of customer service strategies STUDENT NAME * Insert your name here: TRAINING PACKAGE BSB15 NATIONAL COURSE CODE BSB42015 NATIONAL COURSE NAME CIV Leadership and Management NATIONAL UNIT CODE/S BSBCUS401 NATIONAL UNIT NAME/S Coordinate implementation of customer service strategies ASSESSMENT DETAILS Task 1 Determine your internal and external customer profile and segmentation Task 2 Review of your organisations current customer service strategies Task 3 Research, evaluate and report on customer service Task 4 Review and develop strategies for customer service Task 5 Scenarios • There are 5 assessment tasks for this units. All of these assessment tasks are contained in this document. • These tasks make up 100% of the assessment for these units. • You must achieve a satisfactory grade in each task to achieve a result of competent for the units. DUE DATE: STUDENT DECLARATION 1. I declare this assessment task to be solely my own work or, I have acknowledged within my assessment if this work was completed with a peer 2. I have notified the trainer/assessor of any special needs or requirements I have in relation to the assessment 3. I understand that my assessment will not be returned to me and I have kept a copy of my own work 4. I have read and understood the Assessment Policy provided in Every Student’s Guide to Assessment in TAFE NSW. https://sih.western.tafensw.edu.au/SupportingDocuments/Every-Students-Guide-to-Assessment-in-TAFE-NSW.pdf STUDENT NAME STUDENT SIGNATURE DATE RTO DECLARATION I declare that any workplace information contained in this assessment will remain confidential within TAFE NSW. TRAINER/ASSESSOR NAME TRAINER/ASSESSOR SIGNATURE DATE ASSESSMENT INSTRUCTIONS • This assessment is to determine your competency in relation to the unit BSBCUS401 • All tasks require an answer/response. • You must answer each task satisfactorily. • Should you have any concerns about this assessment, please contact your course facilitator before beginning the task/s. • Please ensure you keep a copy of your work. TASK 1 – Determine your internal and external customer profiles and segmentation You are required to complete the following tasks from the perspective of a manager. Managers must be organised, focused and skilled in order to effectively deliver customer service. These tasks require you to reflect on the skills required in this role and to review, develop and implement a customer service strategies enabling your team to deliver appropriate customer service standard in the workplace. Our customers’ needs and behaviours are constantly changing, so it is important that organisations have a clear picture of who their customers are and what needs are important to them. Remember that organisations have internal and external customers. Customer profile charts allow you the opportunity to understand a range of key information about each customer group. By doing customer profiles it will help your workplace understand who your customers are and how best to reach them. NOTE: Throughout this assessment you may wish to refer to: SA Power Networks: Customer Service Strategy 2014-2020 http://talkingpower.com.au/wordpress/wp-content/uploads/SA-Power-Networks-Customer-Strategy-May2014.pdf Viewed January 2016 Internal and external customer profile template Think about who are your internal and external customers. Complete the profile template attached AND answer the following questions: a) Describe the principles of customer service b) How are customer needs determined in your organisation? List some sources of information and techniques that could be used to identify customer needs and how you would review their satisfaction. c) Why is it important to understand who your customers are and what their needs are? d) What organisational systems are maintained to monitor customer feedback? e) How are changes in customer satisfaction reported? Internal Customer Profile template Questions Internal Customer One Internal Customer Two Who are your primary internal customers? What are their roles within the workplace? What and who do they impact within the workplace? What is your relationship with them in the workplace? How does their role impact on your role? How does your role impact on their role? What are their workplace goals? What are their needs? What special skill set do they have that you need? How do they normally discuss issues/challenges with you? How would they describe their role within the workplace? How are they perceived by your external workplace customers? External Customer Profile template Questions External Customer One External Customer Two Who are your primary external customers (age, gender etc) What are their expectations/needs from your organisation? What are their buying/usage patterns (seasonal, usage rate, frequency of purchase)? What do your external customers want from you? How do they normally discuss issues/challenges with you? How would you describe their experience in dealing with your organisation? How are they perceived by your internal workplace customers? TASK TWO: Review of your organisations current customer service strategies You are required to conduct a review of your current workplace’s customer service strategies. Complete the following template Current Customer Service Strategy Review Template Customer Service Vision Customer Service Principles Dot points Current Customer Service Strategies Dot points Organisations Objective and Goals Dot points Customer Needs ( from Task 1) Customer profiles (from Task 1) Strategies to monitor customer service targets Workplace policies (list) Customer service complaint system/policies Customer feedback systems Customer service training systems/policies Compliance Requirements (legislation) Internal Customer Service Communication Strategies TASK THREE: Research, evaluate and report on customer service Research needs to be accurate and well planned in order for it to be used as effective information for decision making. It is important that you first establish and clarify your research goals or objectives and then pick the tool or method of research that will best suit the delivery of the research goal or objective. You are required to review customer service satisfaction with service delivery in your organisation. a) Prepare a short customer service satisfaction survey and attach b) Conduct the survey research and write a summary that outlines the key points/findings from your survey research. In your summary you must prepare conclusions and recommendations from verifiable evidence that you have collected. TASK FOUR: Review and Develop strategies for customer service Based on your findings and considerations in Task 1, 2 & 3 you are now required to analyse and make improvements to your organisations customer service strategies that could be implemented in future. Use the following template as a working document to assist you to analyse your current strategies Customer Service Strategic Initiatives review Keep doing Start doing Gaps in strategy Customer Service Strategy Example Have clear communication channels with external customers: information. Communicate our safety results on our website Provide clear website communications of services Website difficult to navigate Customer Service Strategy 1 Keep doing Start doing Gaps in strategy Customer Service Strategy 2 Customer Service Strategy 3 Customer Service Strategy 4 Answer the following questions a) How do your organisations customer service priorities/principles and needs, relate to your internal and external customer needs as outlined in the Template in task 1? • If they do not align what are some strategies that you might introduce for improved matching of organisational needs to customer needs? b) From your review of your current customer service strategies, outline how you would develop and implement strategies to address gaps or suggested improvements(start doing) in your customer service delivery include in your answer: • Budgeting requirements for the implementation of any strategies • Promotion to staff • What documentation is necessary • H ow you would monitor the implementation of the new strategies c) How might you use the research results to achieve or adapt your strategies to improve customer service outcomes? d) How do you ensure that decisions to implement strategies are taken in consultation with your team and relevant stakeholders? e) How would you communicate your finding to your team, who might this include? f) How might you use business technology and or online services to communicate information on customer service needs to relevant stakeholders? g) How would you implement your findings, into strategy TASK FIVE – Scenarios In this task you are required to select ONE of the below scenarios or use a real life experience (please state which one you have chosen) 1. Outline the technique/s that you would suggest that Raymond and Jessica should use to solve this complex customer complaint. Include justification for why you would deal with it this way, and also outline the appropriate organisational procedures and record keeping requirements when dealing with such a matter. 2. Why is it important to promptly action procedures to resolve customer complaints? Complex Customer Complaint Scenario Scenario 1 – Jo and Beth stayed at the Guest house last month for a few nights. They recently sent an email to complain that their contact details had been given to an organisation called Hot Holidays who contact ‘special guests’ with random holiday deals on a regular basis. Jo remembered that there was a question on the feedback form asking if they would like to be contacted for these special deals and he is certain he did not tick the box. As you can imagine they are very annoyed as they are very cautious with giving out personal details and as they are away from home a lot, and they also get sick of the annoying phone calls with the ‘special deals’. Scenario 2 – Vicky and her daughter Annabelle have booked into the Guest House for a nice weekend away. They check in at the reception and take the keys to their designated room. When they walk in they are concerned about the room. They specifically asked for a twin room and have been given a double bed. The room was also advertised as being spacious and with a view which they both felt was an exaggeration. They go back to the reception to complain, and hope they have a room available which meets the advertised specifications…. Scenario 3 – Raymond and Jessica get the majority of their food supplies for the restaurant on a contract basis through a company called Food Stuffs. This ensures they are able to provide the restaurant with fresh ingredients on a regular basis. Last Thursday night, the Jones family dined out at the restaurant and each ordered seafood dishes. The next day they were all diagnosed with a minor case of food poisoning. They received an email from the Jones family in disgust. ASSESSMENT SUMMARY REPORT STUDENT NAME TRAINER/ASSESSOR NAME DATE ASSESSED NATIONAL UNIT CODE/S BSBCUS401 NATIONAL UNIT NAME/S Coordinate implementation of customer service strategies TASK # TASK DETAIL S/NS Assessor – Note each assessment task/s included and the assessment method. Add/delete rows as required. TASK # FEEDBACK S/NS TASK 1 Determine your internal and external customer profile and segmentation • Satisfactory • Not Satisfactory TASK 2 Review of your organisations current customer service strategies • Satisfactory • Not Satisfactory TASK 3 Research, evaluate and report on customer service • Satisfactory • Not Satisfactory TASK 4 Review and develop strategies for customer service • Satisfactory • Not Satisfactory TASK 5 Scenarios • Satisfactory • Not Satisfactory OVERALL RESULT • COMPETENT • NOT COMPETENT Your result will be able to be viewed in the Learner portal approximately three weeks after submission. FEEDBACK TO STUDENT FROM THE TRAINER/ASSESSOR ON THEIR PERFORMANCE AND RESULT TRAINER/ASSESSOR NAME TRAINER/ASSESSOR SIGNATURE DATE Your trainer/assessor will provide you with feedback following completion of the task. They will update your learner record with the result which you can view in the Learner portal. If you wish to provide feedback, please complete the Learner questionnaire provided here and detail your feedback in the Assessment comment box on Page 2. Should you wish to query your assessment result please view the process in the Assessment Policy available on the TAFE Western website.

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