TLII5018

Manage Customer Service

Learner Workbook
 Project
Case Study

Instructions to Learner
Assessment instructions
Overview
Prior to commencing the assessments, your trainer/assessor will explain each assessment
task and the terms and conditions relating to the submission of your assessment task. Please
consult with your trainer/assessor if you are unsure of any questions. It is important that you
understand and adhere to the terms and conditions, and address fully each assessment task.
If any assessment task is not fully addressed, then your assessment task will be returned to
you for resubmission. Your trainer/assessor will remain available to support you throughout
the assessment process.
Written work
Assessment tasks are used to measure your understanding and underpinning skills and
knowledge of the overall unit of competency. When undertaking any written assessment
tasks, please ensure that you address the following criteria:
 Address each question including any sub-points

 Demonstrate that you have researched the topic thoroughly

 Cover the topic in a logical, structured manner

 Your assessment tasks are well presented, well referenced and word processed

 Your assessment tasks include your full legal name on each and every page.

Active participation
It is a condition of enrolment that you actively participate in your studies. Active
participation is completing all the assessment tasks on time.
Plagiarism
Plagiarism is taking and using someone else's thoughts, writings or inventions and
representing them as your own.Plagiarism is a serious act and may result in a learner’s
exclusion from a course. When you have any doubts about including the work of other
authors in your assessment, please consult your trainer/assessor.The following list outlines
some of the activities for which a learner can be accused of plagiarism:
 Presenting any work by another individual as one's own unintentionally

 Handing in assessments markedly similar to or copied from another learner

 Presenting the work of another individual or group as their own work

 Handing in assessments without the adequate acknowledgement of sources used,

including assessments taken totally or in part from the internet.

If it is identified that you have plagiarised within your assessment, then a meeting will be
organised to discuss this with you, and further action may be taken accordingly.
Collusion
Collusion is the presentation by a learner of an assignment as their own that is, in fact,
the result in whole or in part of unauthorised collaboration with another person or
persons. Collusion involves the cooperation of two or more learners in plagiarism or
other forms of academic misconduct and, as such, both parties are subject to disciplinary
action. Collusion or copying from other learners is not permitted and will result in a “0”
grade and NYC.
Assessments must be typed using document software such as (or similar to) MS Office.
Handwritten assessments will notbe accepted (unless, prior written confirmation is
provided by the trainer/assessor to confirm).
Competency outcome
There are two outcomes of assessments: S = Satisfactory and NS = Not Satisfactory
(requires more training and experience).
Once the learner has satisfactorily completed all the tasks for this module the learner
will be awarded “Competent” (C) or “Not yet Competent” (NYC) for the relevant unit of
competency.
If you are deemed “Not Yet Competent” you will be provided with feedback from your
assessor and will be given another chance to resubmit your assessment task(s). If you
are still deemed as “Not Yet Competent” you will be required to re-enrol in the unit of
competency.
Additional evidence
If we, at our sole discretion, determine that we require additional or alternative
information/evidence in order to determine competency, you must provide us with such
information/evidence, subject to privacy and confidentiality issues.We retain this right
at any time, including after submission of your assessments.
Confidentiality
We will treat anything, including information about your job, workplace, employer, with
strict confidence, in accordance with the law.However, you are responsible for ensuring
that you do not provide us with anything regarding any third party including your
employer, colleagues and others, that they do not consent to thedisclosure of. While we
may ask you to provide information or details about aspects of your employer and
workplace, you are responsible for obtaining necessary consents and ensuring that
privacy rights and confidentiality obligations are not breached by you in supplying us
with such information.
Assessment appeals process
If you feel that you have been unfairly treated during your assessment, and you are not
happy with your assessment and/or the outcome as a result of that treatment, you have
the right to lodge an appeal.You must first discuss the issue with your trainer/assessor.If
you would like to proceed further with the request after discussions with your
trainer/assessor, you need to lodge your appeal to the course coordinator, in writing,
outlining the reason(s) for the appeal.
Recognised prior learning
Candidates will be able to have their previous experience or expertise recognised on request.

Special needs
Candidates with special needs should notify their trainer/assessor to request any required
adjustments as soon as possible. This will enable the trainer/assessor to address the identified needs
immediately.
Candidate Details
Assessment – TLII5018:Manage Customer Service
Please complete the following activities and hand in to your trainer/assessor for
marking. This forms part of your assessment for TLII5018:Manage Customer Service
Name: Rochak Bhatta_____________________________________________________________
Address: _____________________________________________________________
_____________________________________________________________
Email: _____________________________________________________________
Employer: _____________________________________________________________
Declaration
I declare that no part of this assessment has been copied from another person’s work
with the exception of where I have listed or referenced documents or work and that no
part of this assessment has been written for me by another person. I also understand the
assessment instructions and requirements and consent to being assessed.
Signed: Rochak Bhatta____________________________________________________
Date: 5/20/2021_________________________________________________________
If activities have been completed as part of a small group or in pairs, details of the
learners involved should be provided below:
This activity workbook has been completed by the following persons and we
acknowledge that it was a fair team effort where everyone contributed equally to the
work completed.We declare that no part of this assessment has been copied from
another person’s work with the exception of where we have listed or referenced
documents or work and that no part of this assessment has been written for us by
another person.
Learner 1: ____________________________________________________________
Signed: ____________________________________________________________
Learner 2: ____________________________________________________________
Signed: ____________________________________________________________
Learner 3: ____________________________________________________________
Signed: ____________________________________________________________
Activities
Complete the following activities individually or in a group (as applicable to the specific activity and
the assessment environment).

Where applicable, a signed observation by either an approved third party or the assessor will need
to be included in these activities as proof of completion.
Activity 1A
Estimated 30 Minutes
Time
Objective To provide you with an opportunity to identify main purpose of Customer
Service in accordance with organisational requirements
1. List types of Customer Service and explain them.
The two most used types of customer’s service are:
a) Phone customer service: It is the most common way of providing
feedback to the customers and works great for doing business online.
Phone Customer Service: Pros
 Personalized experience for each customer
 Takes less time than typing or email exchange.
Phone Customer Service: Cons
 Long or unspecified hold times
 Heavily dependent on the quality of reception

b) Email customer service: This type of service gives a way to contact

customer support team without the need for direct interaction with other
human.
Email Support: Pros
 Email conversation history is recorded
 Email automation to schedule and send follow-ups.
 Customer service can handle more than 1 issue at a time.
Email Support: Cons
 Time-consuming
 Difficult to personalize experiences
 Difficult to read emotions

Some of the other forms of customer services also include

On-sight customer service
Social media customer service etc.

2. Explain how to achieve great customer service with examples.

To achieve a great customer service the company should have proper

knowledge regarding their products, their behaviour towards customer
should be friendly as well company should have feedbacks from the
customers by which it helps to know their deviation and work
 according to the deviation.
According to my experience in Retail one of the best ways to achieve a
good customer service is to have a good customer support facility. This will
help to solve customer' issues quickly, there will be a good communication
and customers will feel like they are being looked after well. Several years
ago, STELLAService conducted a response time report and found that the
average email response time for the top 100 retail companies was 17
hours. Today, it's not much better as own company where I work Harvey
Norman the average response time is 12 hours So if we can improve this it
would be great for business.

Activity 1A checklist – for assessor

This should be used by the trainer/assessor to document the learner’s skills, knowledge
and performance as relevant to the unit activity. Indicate in the table below if the learner
is deemed satisfactory (S) or not satisfactory (NS) for theactivity or if reassessment is
required.
Learner’s name
Assessor’s name
Unit of Competence
(Code and Title)
Date(s) of assessment
Has the activity been answered and performed fully, as required to Yes No
assess the competency of the learner? (Please circle)

Has sufficient evidence and information been provided by the learner Yes No
for the activity? (Please circle)

Comments

Provide your comments here:

The learner’s
performance Not yet satisfactory Satisfactory
was:

If not yet satisfactory, date for reassessment:

Feedback to learner:

Learner’s
signature

Assessor’s
signature
Activity 1B
Estimated 30 Minutes
Time
Objective To provide you with an opportunity to identify customer service in accordance
with organisational requirements
1. Explain how happy customers can be beneficial for a company with
examples?
You should never ignore the importance of customer satisfaction. There
are dozens of factors contributing to the success (or failure) of a business,
customer satisfaction is one of them. It’s important to track this factor and
work on improving it to make your customers more loyal and eventually
turn them into brand ambassadors.

For example happy customers buy more from the company. They tell their
friends about how awesome the company is and they help the company to
increase sales and revenue.

2. How an unsatisfied customer can affect your company. Explain what are the
consequences?

The unsatisfied customers have a great impact on business it may lead

company to the loss, there may be reputation damage of the company, the
employees' loose interest as loss arises, they seek for better company.
As there is always an option, Customers will go to the competitor if not
satisfied by the quality of product or service. If anything, negative spreads
around your target market: Eventually No sales, No wages, Company could
shut down.
Activity 1B checklist – for assessor
This should be used by the trainer/assessor to document the learner’s skills, knowledge
and performance as relevant to the unit activity. Indicate in the table below if the learner
is deemed satisfactory (S) or not satisfactory (NS) for theactivity or if reassessment is
required.
Learner’s name
Assessor’s name
Unit of Competence
(Code and Title)
Date(s) of assessment
Has the activity been answered and performed fully, as required to Yes No
assess the competency of the learner? (Please circle)

Has sufficient evidence and information been provided by the learner Yes No
for the activity? (Please circle)

Comments

Provide your comments here:

The learner’s
performance Not yet satisfactory Satisfactory
was:

If not yet satisfactory, date for reassessment:

Feedback to learner:

Learner’s
signature

Assessor’s
signature
Activity 1C
Estimated 30 Minutes
Time
Objective To provide you with an opportunity to make a report.
You have received a customer complaint for the quality and service?
What are steps to solve and after how will you escalate the complaint in the
organisation. You are required to make a report by covering all points.

The steps to resolve the complaint and escalate it in the organization are
the following:
1.Contact the customer who filed the complaint: This contact by anyway,
should have the possibility of a record of the customer's data, day and time
of claim and description of the facts.
2.Inform to functional area involved: if the complaint or claim was
received by a member of the company that does not belong to the
functional area, it must be transmitted without delay.
3.Contrast the information: The Company must determine the true causes
of the problem. It is not about looking for guilty parties but causes to
prevent future complaints or claims.
4.Search for solutions: Solutions must be found jointly between the
customer service area and the functional area involved.
5.Solve the problem: once the solution has been determined, the
measures that will be taken to solve the problem must be carried out and
communicated to the client in detail.
Activity 1C checklist – for assessor
This should be used by the trainer/assessor to document the learner’s skills, knowledge
and performance as relevant to the unit activity. Indicate in the table below if the learner
is deemed satisfactory (S) or not satisfactory (NS) for theactivity or if reassessment is
required.
Learner’s name
Assessor’s name
Unit of Competence
(Code and Title)
Date(s) of assessment
Has the activity been answered and performed fully, as required to Yes No
assess the competency of the learner? (Please circle)

Has sufficient evidence and information been provided by the learner Yes No
for the activity? (Please circle)

Comments

Provide your comments here:

 The learner’s
performance Not yet satisfactory Satisfactory
was:

If not yet satisfactory, date for reassessment:

Feedback to learner:

Learner’s
signature

Assessor’s
signature

Activities
Complete the following activities individually or in a group (as applicable to the specific activity and
the assessment environment).

Where applicable, a signed observation by either an approved third party or the assessor will need
to be included in these activities as proof of completion.
Activity 2A
Estimated 30 Minutes
Time
Objective To provide you with an opportunity to identify main purpose of customer
service in accordance with organisational requirements
1. Why is it important to understand customer’s requirement?

It is crucial to understand the customer requirement as it is the centre of

every successful business. The product produced in business should be
produced according to the customers requirement, all customers have
their own taste lifestyle, if all these requirements are analysed it can lead
company to the success and the customer experience will be positive, so
we must do everything in our power to understand our target market
customers.

2. You are required to make a chart on what are the necessary steps to
understand customer.
Some Necessary steps to understand customers are
Be aware of the 3 things which every customer wants (to be heard, to be
understood, to be care for)
S.E.C (Smile, Eye contact and comment)
Listen to the customer.
Empathies with your customer
Create solutions for your clients’ issues.
Clarify the situation with the client.
Follow up with all your customer.
Activity 2A checklist – for assessor
This should be used by the trainer/assessor to document the learner’s skills, knowledge
and performance as relevant to the unit activity. Indicate in the table below if the learner
is deemed satisfactory (S) or not satisfactory (NS) for theactivity or if reassessment is
required.
Learner’s name
Assessor’s name
Unit of Competence
(Code and Title)
Date(s) of assessment
Has the activity been answered and performed fully, as required to Yes No
assess the competency of the learner? (Please circle)

Has sufficient evidence and information been provided by the learner Yes No
for the activity? (Please circle)

Comments

Provide your comments here:

The learner’s
performance Not yet satisfactory Satisfactory
was:
If not yet satisfactory, date for reassessment:

Feedback to learner:

Learner’s
signature

Assessor’s
signature
Activity 2B
Estimated 30 Minutes – 1 Hour
Time
Objective To provide you with an opportunity to determine scope of how to manage
customer service in accordance with organisational requirements.
1. Explain KPI and its role in achieving company’s goal?

A KPI (key performance indicator) is a quantifiable measure that can be used to

determine how well company goals are being met. Managers can set out several
KPI’s for a project that they can use to identify how well individual employees are
performing. KPIs specifically help determine a company's strategic, financial, and
operational achievements, especially compared to those of other businesses
within the same sector.
KPI plays a major role in any company’s success It helps a business.

 To monitor company health.

 measure progress over time.
 To make adjustments & stay on track
 solve problems or tackle opportunities.

2. How will you manage and monitor the performance of your

employees/co-workers? Explain you plans and actions.

 Making targets by steps which are achievable.

 Giving them direction how to achieve and motivate them.
 Identifying how important it is to keep the objective in mind.
 Assigning the right task to right person.

I would follow the step used by my current employer Harvey Norman to

monitor my staffs and co-workers.
In my current job there are KPI’s used to evaluate our performance. KPI”S
could be anything ranging from hitting my targeted sale figure to getting
good customers feedback.
Activity 2B checklist – for assessor
This should be used by the trainer/assessor to document the learner’s skills, knowledge
and performance as relevant to the unit activity. Indicate in the table below if the learner
is deemed satisfactory (S) or not satisfactory (NS) for theactivity or if reassessment is
required.
Learner’s name
Assessor’s name
Unit of Competence
(Code and Title)
Date(s) of assessment
Has the activity been answered and performed fully, as required to Yes No
assess the competency of the learner? (Please circle)

Has sufficient evidence and information been provided by the learner Yes No
for the activity? (Please circle)
Comments

Provide your comments here:

The learner’s
performance Not yet satisfactory Satisfactory
was:

If not yet satisfactory, date for reassessment:

Feedback to learner:

Learner’s
signature

Assessor’s
signature
Activity 2C
Estimated 30 Minutes - 1Hour
Time
Objective To provide you with an opportunity to determine scope of how to manage
customer service in accordance with organisational requirements.
1. Identify the importance of training and development. Explain why you
think every company should run regular training and personal
development sessions and their outcomes?
Every company should run regular training and personal development
sessions as because training gives everyone a great understanding of their
responsibilities and the knowledge and skills they need to do that job. This
will enhance their confidence which also improve their overall
performance and as result company will lead to success.

Companies that train their employees will have better customer service,
attained staff will help customers in a better way than one that is not
trained. These trainings allow employees to have more options to help
their clients. An effective training will lead to great customer service:
 To enrol them in the online quiz which enhances their knowledge.
 To arrange personality development sessions within the
 organization.
 To get accredited training where they can be awarded a nationally
recognized certificate.

2. How will observe your employees performance in terms of customer

satisfaction?

Everything begins with the feedback received by customers, classifies them

according to their type and gives a range of importance. After this, it would
generate a training plan to improve those negative points in customer
service. I would review the progress of these actions on a daily and weekly
basis.
Activity 2C checklist – for assessor
This should be used by the trainer/assessor to document the learner’s skills, knowledge
and performance as relevant to the unit activity. Indicate in the table below if the learner
is deemed satisfactory (S) or not satisfactory (NS) for theactivity or if reassessment is
required.
Learner’s name
Assessor’s name
Unit of Competence
(Code and Title)
Date(s) of assessment
Has the activity been answered and performed fully, as required to Yes No
assess the competency of the learner? (Please circle)

Has sufficient evidence and information been provided by the learner Yes No
for the activity? (Please circle)

Comments

Provide your comments here:

The learner’s
performance Not yet satisfactory Satisfactory
was:

If not yet satisfactory, date for reassessment:

Feedback to learner:

Learner’s
signature
 Assessor’s
signature

Activities
Complete the following activities individually or in a group (as applicable to the specific activity and
the assessment environment).

Where applicable, a signed observation by either an approved third party or the assessor will need
to be included in these activities as proof of completion.
Activity 3
Estimated 1 Hour
Time
Objective To provide you with an opportunity to determine scope of how to manage
customer service in accordance with organisational requirements.
1. You have received a customer complaint

*How will you recognise the concern upon contacting the customer?
Answer:
I must identify what the customer needs, what is the reason for
being dissatisfied to give him the best solution in the shortest time
possible. I must be very kind and respectful with my answers, I must
understand that the client could be upset by some uncomfortable
situation, I must always remain calm and provide the best possible
customer service.

*How will you analyse the issue?

Answer:
I review all the details of the complaint, I inform my boss or people
involved the reason for the complaint to generate a solution for the
customer, after this, we give the best possible solution to the client and
record everything that happened in the report by completing all the
complaint data and the solution agreed with the customer,

*How will you sustain the customer after resolving?

Answer:
First, I must make sure that the client is 100% satisfied with the
given solution. In addition to this, I must receive feedback of the
solution given to register in the complaint report, I must give all the
benefits that the company can provide you to stay with us, with the
client's data to follow weekly or monthly the solution delivered.

*At the end you are required to make a format for all the employees to
follow if they receive any issue in future.
An example of a format staffs can use to record and handle complaints in
future is as follows
Activity 3 checklist – for assessor
This should be used by the trainer/assessor to document the learner’s skills, knowledge
and performance as relevant to the unit activity. Indicate in the table below if the learner
is deemed satisfactory (S) or not satisfactory (NS) for theactivity or if reassessment is
required.
Learner’s name
Assessor’s name
Unit of Competence
(Code and Title)
Date(s) of assessment
Has the activity been answered and performed fully, as required to Yes No
assess the competency of the learner? (Please circle)

Has sufficient evidence and information been provided by the learner Yes No
for the activity? (Please circle)

Comments

Provide your comments here:

The learner’s Not yet satisfactory Satisfactory

performance
was:

If not yet satisfactory, date for reassessment:

Feedback to learner:

Learner’s
signature

Assessor’s
signature