T-1.8.1 Details of Assessment Term and Year Time allowed 1 week for each activity Assessment No I Assessment Weighting 40% Assessment Type WORKBOOK ACTIVITIES Due Date Weeks 3, 4, 5 and 6 Room Details of Subject Qualification BSB40215 Certificate IV in Business Subject Name Business Customer Service 1 Details of Unit(s) of competency Unit Code (s) and BSBCUS401 Coordinate implementation of customer service strategies Names Details of Student Student Name College Student ID Student Declaration: I declare that the work Signature: ___________________________ submitted is my own, and has not been copied or plagiarised from any person or source. Date: _______/________/_______________ Details of Assessor Assessor’s Name Wilson Del Rosario / Nadia Chowdhury Assessment Outcome Results Competent Not Yet Competent Marks / 40 FEEDBACK TO STUDENT Progressive feedback to students, identifying gaps in competency and comments on positive improvements: ______________________________________________________________________________________ ______________________________________________________________________________________ ______________________________________________________________________________________ ______________________________________________________________________________________ Student Declaration: I declare that I have been Assessor Declaration: I declare that I have assessed in this unit, and I have been advised of my conducted a fair, valid, reliable and flexible result. I also am aware of my appeal rights and assessment with this student, and I have provided reassessment procedure. appropriate feedback Signature: ____________________________ Student did not attend the feedback session. Feedback provided on assessment. Date: ____/_____/_____ Signature: ____________________________ Date: ____/_____/_____ Business Customer Service 1, Assessment I Page 1 v3, Last updated on 05/07/2017 by Wilson Del Rosario T-1.8.1 Purpose of the Assessment The purpose of this assessment is to assess the Competent Not yet Competent student in the following learning outcomes: (C) (NYC) 1.1 Clarify and accurately assess customer needs using appropriate communication techniques 1.2 Diagnose problems matching service delivery to customers and develop options for improved service within organisational requirements 2.1 Ensure customer service strategies and opportunities are promoted to designated individuals and groups 2.2 Identify and allocate available budget resources to fulfil customer service objectives 2.3 Promptly action procedures to resolve customer difficulties and complaints within organisational requirements 2.4 Ensure that decisions to implement strategies are taken in consultation with designated individuals and groups Assessment/evidence gathering conditions Each assessment component is recorded as either Competent (C) or Not Yet Competent (NYC). A student can only achieve competence when all assessment components listed under “Purpose of the assessment” section are recorded as competent. Your trainer will give you feedback after the completion of each assessment. A student who is assessed as NYC (Not Yet Competent) is eligible for re-assessment. Resources required for this Assessment Weekly eLearning notes relevant to the tasks/questions should be read prior to undertaking the assessment. Instructions for Students Please read the following instructions carefully This assessment has to be completed In class At home The assessment is to be completed according to the instructions given by your assessor. Feedback on each task will be provided to enable you to determine how your work could be improved. You will be provided with feedback on your work within two weeks of the assessment due date. All other feedback will be provided by the end of the term. Should you not answer the questions correctly, you will be given feedback on the results and your gaps in knowledge. You will be given another opportunity to demonstrate your knowledge and skills to be deemed competent for this unit of competency. If you are not sure about any aspects of this assessment, please ask for clarification from your assessor. Please refer to the College re-assessment for more information (Student Handbook). Business Customer Service 1, Assessment I Page 2 v3, Last updated on 05/07/2017 by Wilson Del Rosario T-1.8.1 Analyse the following research questions with written responses. This is an individual assessment. Workbook Activity 1 (10 marks) Instructions: Write answers to the 5 questions of Activity 1. This activity is to be completed in class and is due Week 3. 1. Assume that you are working in a convenience store and a customer walks in. The customer is searching for something but did not seek assistance from you. How would you communicate to address the customer’s needs? Explain with no more than 200 words. (2 marks) For more information about the customer’s needs, refer to week 2 lecture Advise on Customer Needs – Part 1 PPT on eLearning. I would politely ask directly to the customer, but who knows? I don’t like people. (I didn’t know how to answer this one.) 2. How do business organisations get feedback from their customers? What is the importance of customer feedback to the business organisation? Explain with no more than 200 words. (2 marks) For more information about getting feedback, refer to week 2 lecture notes - Advise on Customer Needs – Part 1 PPT on eLearning. Business organisations get feedback from their customers through Quantitative Methodologies, Qualitative Research and Experimental Research, Customer feedback is important because it provides marketers and businessowners with insight that they can use to improve their business, products and/or overall customer experience. 3. What are the differences between internal and external customers? Who are the internal and external customers of Academies Australasia? Explain with no more than 200 words. (2 marks) For more information about internal and external customers, refer to week 2 lecture notes - Advise on Customer Needs – Part 1 PPT on eLearning. External customers: People who buy and use your products and services. Internal customers: Services partners, employees and contractors who are part of the consumer-supplier chain. Who are the internal and external customers of Academies Australasia? Business Customer Service 1, Assessment I Page 3 v3, Last updated on 05/07/2017 by Wilson Del Rosario T-1.8.1 4. Provide and explain the Privacy Act 1988. How does the Privacy Act apply in the student enrolment process? Reference: http://www.oaic.gov.au/privacy/privacy-act/the-privacy-act (2 marks) For more information about Privacy Act 1988, refer to week 1 lecture notes - Required Knowledge PPT on eLearning. The Privacy Act 1988 regulates how personal information is handled. The Privacy Act defines personal information as: …information or an opinion, whether true or not, and whether recorded in a material form or not, about an identified individual, or an individual who is reasonably identifiable. Common examples are an individual’s name, signature, address, telephone number, date of birth, medical records, bank account details and commentary or opinion about a person. How does the Privacy Act apply in the student enrolment process? 5. Codes of Practice set out a company or industry standards of conduct. They are guidelines for fair dealing between the company and its customers. An organisation such as Australia Post also has its code of practice. They call it Culture Pillars of Australia Post. Research the Culture of Pillars of Australia Post on Google images and/or http://auspost.com.au/media/documents/our-ethics-report.pdf. Provide and explain the Culture Pillars. (2 marks) The Culture of Pillars of Australia Post is the following: Safety: To create and keep a safe working environment. Accountability: Taking personal responsibility and working together to deliver the outcomes Speed of Action: Quality outcomes quickly and efficiently Customer focus: Being passionate about delivering exceptional value for customers. Business Customer Service 1, Assessment I Page 4 v3, Last updated on 05/07/2017 by Wilson Del Rosario T-1.8.1 Workbook Activity 2 (10 marks) Instructions: Write answers to the 5 questions of Activity 2. This activity is to be completed in class and is due Week 4. 1. What should management consider in developing customer service strategies? Identify 3 and explain. (3 marks) For more information about customer service strategies, refer to week 3 lecture notes - Advise on Customer Needs – Part 2 and week 4 lecture Support Implementation – Part 1 PPT on eLearning. Strategies Explanation 1 Organizations can’t meet the needs of their customers without understanding what they want. The first step in a customer Assess Customer improvement initiative is to talk to the customers to find out their Needs perception of the services being provided and determining what their needs and expectations are. Once customer needs and expectations are identified and customer satisfaction is measured, it is time to create goals for achieving 2 Set Goals customer satisfaction. for Customer Service 3 There should be a well thought out system for acknowledging and rewarding employees for good customer service. Employees need Reward and positive reinforcement and should be rewarded when they Recognize Good demonstrate the desired behaviors of a strong customer service Service culture. Business Customer Service 1, Assessment I Page 5 v3, Last updated on 05/07/2017 by Wilson Del Rosario T-1.8.1 2. What should be considered when creating a budget to support customer service? Identify 2 and explain with no more than 200 words. (2 marks) For more information about creating a budget to support customer service, refer to week 4 lecture notes - Support Implementation – Part 1 PPT on eLearning. KPIs and other performance measures: KPIs are important to know how effectively a company is achieving key business objectives. Staff Skills and Expertise: They are needed in order to do a job or task. Better you perform your job, better will be the feedback and customer satisfaction. 3. How do you effectively deal with customers’ complaints? Have you ever had an experience with a difficult, rude or annoying customer? How did you handle that difficult situation? Explain with no more than 200 words. (1 mark) For more information about effectively dealing with customer’s complaints, refer to week 2 lecture notes - Advice on Customer Needs – Part 1 and week 4 lecture notes - Support Implementation – Part 2 PPT on eLearning. Giving the customer full attention and listen to the whole problem before responding. Always use your initiative when dealing with complaints. Try to understand the complaint. Never pass the customer around from person to person Have you ever had an experience with a difficult, rude or annoying customer? How did you handle that difficult situation? Business Customer Service 1, Assessment I Page 6 v3, Last updated on 05/07/2017 by Wilson Del Rosario T-1.8.1 4. What are the most common reasons why customers file a complaint in a retail clothes shop? Identify 2 and explain with no more than 200 words. (2 marks) For more information about reasons why customers file complaints, refer to week 4 lecture notes - Support Implementation – Part 2 PPT on eLearning. Poor Customer Service: When customer service representatives are not trained properly, keep customers waiting for a long time and do not resolve issues, this is called poor customer service. Low Quality of Products or Services: If you promise high quality of your products or services and what you deliver is of lower quality, then be sure, your customers will share this bad experience publicly and most likely complain in social media networks. 5. Identify a retail shop that you regularly visit. What are the major reasons why you visit this branch? Suggest 2 strategies on how this retail shop can further improve their services. Explain with no more than 200 words. (2 marks) For more information about customer service strategies, refer to week 3 lecture notes - Advise on Customer Needs – Part 2 and week 4 lecture notes - Support Implementation – Part 1 PPT on eLearning. ???? Business Customer Service 1, Assessment I Page 7 v3, Last updated on 05/07/2017 by Wilson Del Rosario T-1.8.1 Workbook Activity 3 (1 mark each = 10 marks) Instructions: Complete the tasks of Activity 3. This activity is to be completed in class and is due Week 5. Discuss any TEN of the “Fifteen Principles of Customer Service”. Explain how these ten principles can be applied in your workplace ore any chosen organisation. For more information about the “15 Principles of Customer Service” refer to week 1 lecture notes - Required Knowledge PPT on eLearning. Workplace: Principles of Customer Service Discussion and Application on Workplace 1. Quality Service Standards Publish a statement that outlines the nature and quality of service which the customer can expect, and display it prominently at the point of service delivery. 2. Equality/Diversity Identify and work to eliminate barriers to access to services for people experiencing poverty and social exclusion, and for those facing geographic barriers to services. 3. Physical Access Provide clean, accessible public offices that ensure privacy, comply with occupational and safety standards and, as part of this, facilitate access for people with disabilities and others with specific needs. 4. Information Take a proactive approach in providing information that is clear, timely and accurate, is available at all points of contact, and meets the requirements of people with specific needs. Business Customer Service 1, Assessment I Page 8 v3, Last updated on 05/07/2017 by Wilson Del Rosario T-1.8.1 5. Timeliness and Courtesy Deliver quality services with courtesy, sensitivity and the minimum delay, fostering a climate of mutual respect between provider and customer. 6. Complaints Maintain a well-publicised, accessible, transparent and simple-to-use system of dealing with complaints about the quality of service provided. 7. Consultation and Evaluation Provide a structured approach to meaningful consultation with, and participation by, the customer in relation to the development, delivery and review of services. Ensure meaningful evaluation of service delivery. 8. Choice Provide choice, where feasible, in service delivery including payment methods, location of contact points, opening hours and delivery times. Use available and emerging technologies to ensure maximum access and choice, and quality of delivery 9. Better Co-ordination Foster a more co-ordinated and integrated approach to delivery of public services. 10. Internal Customer Ensure staff are recognised as internal customers and that they are properly supported and consulted with regard to service delivery issues. Business Customer Service 1, Assessment I Page 9 v3, Last updated on 05/07/2017 by Wilson Del Rosario T-1.8.1 Workbook Activity 4 (10 marks) Instructions: Write answers to the 4 questions of Activity 4. This activity is to be completed in class and is due Week 6. 1. Identify and explain 3 techniques for identifying customer needs. Explain with no more than 200 words. (3 marks) For more information about techniques for identifying customer needs refer to week 2 lecture notes - Techniques For Identifying Customer Needs MS Word Document on eLearning. Identify preferred shopping methods: As well as understanding why they shop, you will also want to understand how they shop. To learn about your customers' preferred method and means of shopping, consider if they: shop online, over the phone or in stores make spontaneous or carefully considered buying decisions. Understand why they shop: Once you've identified who your customers are, you can find out what motivates them to buy products and services. Find out what they think of you: Learn about your customers' views and expectations of your business and rivals. 2. Identify and explain 3 reasons why Complaint Management Systems is important for any business. Explain with no more than 200 words. (3 marks) For more information about complaint management systems, refer to week 4 lecture notes - Support Implementation – Part 1 on eLearning. You don’t always know what’s going on: Our perceptions are always influenced by our own biases. For one reason or another, we tend to reassure ourselves when our present situation offers uncertainties. It’s not hard to see why. After all, self-preservation is a natural instinct. In the same way, businesses are often reluctant to retrace their steps or perform introspection to understand what happened and why. For this reason, it is important to properly manage complaints in order to make it easier to identify root causes. Business Customer Service 1, Assessment I Page 10 v3, Last updated on 05/07/2017 by Wilson Del Rosario T-1.8.1 There’s always room for improvement: Once you’ve made the decision to listen, it is time to accept the fact that you’ll always have room for improvement. Your business is not perfect. One day you might find yourself stuck in a situation where you have to make an ethical, managerial or business decision you never thought you’d have to make. Industry practices are changing every day and you’ve got to keep up. You should always be one step ahead: Lastly, a modern Complaints Management system gives you a means of forming trust between yourself and your customer. Your competitors will find it difficult to get your customers to defect if there is a strong relationship between you. 3. Explain organisational structure or levels of management. Which department in any typical organisation should handle customer complaints? Explain with no more than 200 words. (2 marks) For more information about organisational structure, refer to week 6 lecture notes - Evaluate and Report – Part 1 on eLearning. Levels of Management’ refers to a line of demarcation between various managerial positions in an organisation. The number of levels in management increases when the size of the business and work force increases and vice versa. The level of management determines a chain of command, the amount of authority & status enjoyed by any managerial position. The levels of management can be classified in three broad categories: 1. Top level / Administrative level 2. Middle level / Executory 3. Low level / Supervisory / Operative / First-line managers Customers complaints should be handled by the managers. They are responsible for coordinating the activities within the division or department. Business Customer Service 1, Assessment I Page 11 v3, Last updated on 05/07/2017 by Wilson Del Rosario T-1.8.1 4. Why it is important to have product and service standard? (1 mark) Provide an example of a food standard that a fast food chain should have. Explain with no more than 200 words. (1 mark) For more information about standards, refer to week 2 lecture notes - Advice on Customer Needs – Part 1 on eLearning. Having a set of product and service standards is important because the customers have clear expectations of what they want from the products and services they buy and use. Example: Food storage The intended outcome is that during storage, the safety and suitability of food is maintained by: • storing food so that it is protected from contamination and is in an appropriate environment • storing potentially hazardous food at a temperature that minimises the opportunity for pathogenic bacteria to grow Business Customer Service 1, Assessment I Page 12 v3, Last updated on 05/07/2017 by Wilson Del Rosario