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Assessment Task 2 - BSBOPS505

This document is an assessment answer booklet for a customer service management unit. It contains instructions for the student to complete tasks assessing their knowledge of customer service best practices. It outlines requirements to choose a business to focus on, describe the customers and services of that business, identify relevant legislation and standards, and seek written feedback from customers on their experiences. The student is to assume the role of a customer service manager for a fitness business called Bounce Fitness. They will focus their assessment on the fitness center management service and describe customer relations, policies and protocols within the business to demonstrate their understanding of effective customer service management.

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0% found this document useful (0 votes)
154 views25 pages

Assessment Task 2 - BSBOPS505

This document is an assessment answer booklet for a customer service management unit. It contains instructions for the student to complete tasks assessing their knowledge of customer service best practices. It outlines requirements to choose a business to focus on, describe the customers and services of that business, identify relevant legislation and standards, and seek written feedback from customers on their experiences. The student is to assume the role of a customer service manager for a fitness business called Bounce Fitness. They will focus their assessment on the fitness center management service and describe customer relations, policies and protocols within the business to demonstrate their understanding of effective customer service management.

Uploaded by

nahin p
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
Available Formats
Download as DOCX, PDF, TXT or read online on Scribd
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ASSESSMENT ANSWER BOOKLET

FULL NAME
STUDENT ID NVR TERM 2 YEAR 2023
UNIT NAME Manage Organisational Customer Service
UNIT CODE BSBOPS505 DUE DATE 16/04/2023 DATE SUBMITTED
TRAINER NAME Adib Mohammad

Student Declaration

By submitting this assessment, I acknowledge and agree that:

1. I declare that this assessment has been completed by me and is my own work.
2. I have read and understood the assessment requirements for this unit.
3. This assessment is submitted in accordance with the NVR Copying and Plagiarism
Policy. I also understand the serious nature of academic dishonesty (such as
plagiarism) and the penalties attached to being found guilty of committing such
offences.
4. No part of this assessment has been copied from any other source without
acknowledgement of the source.
5. No part of this assessment has been written by any other person, except to the
extent of collaboration and/or group work as defined in the assessment.
6. A copy of the original assessment is retained by me and that I may be required to
submit the original assessment to the trainer upon request.
7. I am aware that assessments are completed within a simulated work environment.
8. I am aware of my appeal rights.

Student Name

Date
ASSESSMENT ANSWER BOOKLET

BSBOPS505
Manage Organisational Customer Service

You only need to submit the answers of the assessment tasks to your trainer.
Please do not submit any instructions in red.

Task 2 – Project
Please read Assessment PDF document page 10 to 14 to
understand the requirements for this Task 2.

You MUST read the Simulation Pack located on Moodle before completing Task 2 Project

Student name:

Assessor:

Date:

Business this assessment is Worlducation


based on:
ASSESSMENT ANSWER BOOKLET

Section 1: Establish customer service requirements


1 Provide a brief overview of the business you are basing your portfolio on.
1.1 What is the name of the business?
Bounce Fitness
1.2 What is the main focus/activities of the business?
The company aims to help customers and users with training programs and facilities for
them to work out and achieve a healthier and wholesome life.
1.3 Describe the products/services/programs associated with your chosen business.
In home personal training
Youth programs
Group fitness class
Residential fitness services
Workplace wellness
Fitness centre management

1.4 What role will you assume as you manage customer service?
I will held the position of the project manager as I expect to deal with all of the upcoming
situations the company may face.

1.5 Which roles will you supervise that provide customer service?
Risk management
Complaint management
Stakeholder integration
Compliance management

1.4 -1.5 The sales manager is responsible for customer service and supervises sales representatives,
call centre staff and advertising staff.

2 Describe one (1) product/service/program you will focus on for the remainder of this
assessment.
ASSESSMENT ANSWER BOOKLET

2.1 Choose ONE (1) product/service/program that is related to customer service.


Fitness center management
The issue that has been identified is that the great flow of customers has caused the
equipment and the facilities to require constant maintenance, this has brought a lot of
complaints from customers and clients who attend the fitness centre.

3 Describe the customers of your chosen product/service/program.


3.1 Who are the customers (e.g. individual or business, gender, age range, personality type,
career, quantifications etc.)?
The customers from the company are men and women whose age ranges between 18 to
50 years old, there are different types of people however it is usually found that this
people are committed, disciplined and always focussed on their goal.

3.2 What do you already know about your customer behaviour (i.e. how do the customers
select, buy, use your products/services or programs to satisfy their needs and wants?)
Customers are people who chose the company because of the facilities and the great
customer service offered at all stages of the service. Customers have shown lots of
conformity with the service offered by the company and the staff.

3.3 Identify at least two (2) sources of information you may use to do customer research.
Social media
Surveys

4 Describe customer service in your chosen business


4.1 Describe the quality of existing customer relations in your business (i.e., positive, negative,
consultative, respectful, distant etc.) related to your chosen product/service/program.
The relations shown in customers from our company are positive and respectful as they
show a quite high sense of empathy towards the staff and the community in general. It is
important to mention they are constantly seeking for help and support from the staff
which creates a high sense of family.
ASSESSMENT ANSWER BOOKLET
4.2 Describe any legislative, regulatory and code of practices related to customer service in
your business.
Customer service, especially in the shape of a call-centre - is to customers one of the most
visible and significant aspects of organizational performance. To many organisations
however customer service is one of the most challenging and neglected areas of
management, including those with modern call-centres.
4.3 Describe any existing policies and procedures for customer service and the handling of
customer complaints.
Customer complaints are often a sign that there's a disconnect between what customers
expected and what you delivered. Sometimes that disconnect is caused by a customer's
unreasonable expectations or incorrect assumptions. Other times, it's caused by something
your company is doing wrong.
4.4 Identify any protocols you need to follow as you:

4.4.1. manage people who provide customer service


Email (whenever possible to save time and to provide a written record which is dated)
Telephone calls (between individual employees, to discuss and negotiate. ...
Memorandums (formally communicate information to other employees)
Meetings (to inform and discuss issues and make decisions.

5 Identify best practice models and standards relevant to the customer service of your chosen
business product/service/program.
5.1 Summarise at least one (1) best practice model.
Customer retention model: Is a framework for predicting whether a customer will stay with
your business. It helps you identify which customers are most – or least – likely to buy your
product or use your service again. You can use retention modeling to predict the impact of
marketing activities on retention and churn.
5.2 Summarise at least one (1) standard.
5.3 Responsiveness:
Readily reacting—in a timely manner—to needs or requests from both internal or external
customers, and consistently communicating progress. No one wants their requests to go
into an abyss—void of communication or acknowledgement. At the very least,
communicate with your customer that you have received their
comments/request/question and what you are going to do about it.
ASSESSMENT ANSWER BOOKLET
5.4 Evaluate your business’s product/service/program against the identified standard and best
practise model and standard.

When it comes to retaining customers, bounce fitness offers customers with a lot of
benefits and facilities for them to feel comfortable while getting access to the services
offered by the company. Besides, responsiveness in the company is managed by the
company while using all different communication sources available in the service.

6 Seek written customer feedback from at least two (2) customers on:
 product/service/program quality, cost and time frames

 service delivery expectations

 specific problems or complaints

 their experience with individual customer service representatives.

Customer feedback should include at least one (1) complex customer complaint. Make sure you
use appropriate conventions and protocols when communicating with customers.

6.1 How will you seek customer feedback (e.g., online review, review comments using inbuilt
review functionality, survey, telephone call etc.)?
Customer service feedback will be seek through an online survey which assesses the staff
treatment and the facilities functionality this survey will be sent via online and the
customers must answer it through their username in the system.
6.2 How will you manage the feedback received from customers within your business’s system?
Note: Attach proof of the feedback (link to an online survey) and how you managed the
feedback in the business’s system (e.g. online survey results entered into a feedback register) to
this section of your portfolio. You can use fellow students to provide feedback to each other.
ASSESSMENT ANSWER BOOKLET

You are required to provide proof of how they sought feedback (e.g. link to an online survey). You

https://freeonlinesurveys.com/

Example:
ASSESSMENT ANSWER BOOKLET

Seek feedback from at least 2 customers


You are required to email the survey link to 2 customers asking them to complete the survey.
Customer 1
To: Customer 1
Subject: Survey
Dear Customer, the following message is to request information about your experience in our
company. Bounce fitness always seeks for ensure your comfortability and welfare inside our training
facilities.

Here you will be required to answer a survey which will help us enhance our service and your
experience inside the company.

Regards,
Angie Juliana Lucena.
Sales Manager

Email screenshot
ASSESSMENT ANSWER BOOKLET

How will you manage the feedback received from customers within your business’s system?
Insert your answer – please use the feedback register from the Simulation to record the feedback
received.

Date Staff member: Complaint: Person Action taken: Resolved?


responsible:

April 1st Trainer The training did not Human Written Succesfully
reach out as the resources notification
customer called manager
him.

April 2nd Trainer The trainer rudely Human Memorandum Sucessfully


reply to a resources
customer’s manager
request.
ASSESSMENT ANSWER BOOKLET
7 Summarise customer service feedback.
7.1 What are customer service requirements for the product/service/program quality, cost
and time frames?
Quality: Bounce fitness customers expect to receive high-quality goods or service,
therefore the quality of the services and products at Bounce fitness always state
characteristics of product, its ability to satisfy the purpose for which it was made. They
always receive correct and clear descriptions and assembly instructions with the service
provided by the company.
7.2 What is the customer’s service delivery expectations?
The customer service delivery expects to make customers feel heard, appreciated and
valued. It expects the company to act upon issues and complaints quickly and effectively.
7.3 Describe any problems or complaints.
Lack of Cleanliness. As you start to increase gym members, you'll likely notice that your
facility gets messier faster.
Unprofessional Staff: A lack of professionalism reflects poorly on your gym and could affect
your future membership numbers. Make it clear to everyone you employ that you expect
professionalism at all times.
Lack of Problem Resolution: If a member makes a complaint about a damaged shower in
the locker room, for example, and 3 months later it’s still broken, they’re not going to be
very happy.
Poor Communication: With tools like fitness software and email marketing software, it’s
easier than ever to stay in touch with your members — as well as those who have shown
an interest in joining your gym but haven’t yet pulled the trigger.
Poorly Maintained Equipment: Accidents happen, and it’s okay if a machine breaks. You
need to make it a priority to repair it as quickly as possible, though. Otherwise, your
members are going to be frustrated with your facility, and they might eventually decide to
take their business elsewhere.
7.4 How has the customer experienced interactions with customer service staff?
Providing customer interaction data
Customer interactions are a valuable source of data. They can help teams discover
customer pain points, how to increase customer satisfaction, and what steps they need to
take to create an overall better customer experience. Customer interaction software
should provide real-time and historical data and analytics to enable teams to learn from
interactions.
ASSESSMENT ANSWER BOOKLET
8 Identify system issues linked to the problems identified by customers (as per the customer
feedback).

These problems should include complex and non-routine difficulties (e.g. delayed shipment due
to the COVID-19 pandemic).

8.1 Describe at least two (2) system problems that have contributed to poor customer service.
1- Bad behaviour uses, it has been really difficult to deal with customers who do not
follow the rules strictly which make other users feel uncomfortable and that’s why the
amount of complaints request has increased exponentially.
2- The lack of qualified staff, it was difficult to recruit coaches at the beginning since there
were not already graduated professionals who could held the position of trainers.

8.2 Take responsibility for addressing the difficulties experienced (e.g. send an email to the CEO,
respond to a review comment, request training etc.).
Two (2) system problems that have contributed to poor customer service include:

Email

Send an email to CEO, Sales Reps, and advertising staff to take responsibility to respond to a review
comment, request training etc.

Please remember to attach your email screenshots here.

Dear executive department


I am sending this email in advance to inform you about a request that has been made by a
customer regarding the payment fees that have been not adjusted to the policies and rules of
the company.

I am looking forward to getting a soon response from you as soon as possible as I need to
reply to the request made by him and communicate him the final verdict made by the High
executive board.

Best Regards
Angie Lucena
Project Manager

Note: Attach proof of how you’ve taken responsibility to this section of your portfolio.
ASSESSMENT ANSWER BOOKLET

Attach: Policies and procedures ☒

Proof of the feedback ☒

Proof of how you managed the ☐


feedback in the business’s
system

Proof of how you’ve taken ☐


responsibility
ASSESSMENT ANSWER BOOKLET

Section 2: Deliver quality customer service

1 Describe at least two (2) customer service goals to meet the customer service requirements
and product/service/program targets established in Section 1.
Customer service goals:
1. Increase customer satisfaction
One of the primary reasons to offer customer service at all is to improve your customers’
happiness. Most, if not all, customer service teams will use customer satisfaction (CSAT) as one
of their key performance indicators (KPIs). After all, if your customers are not satisfied with your
service, it’s time to change what you’re doing.
2. Improve net promoter score
While CSAT represents the customer’s reaction to the customer service that your team
provides, net promoter score (NPS) reflects their relationship with your brand. While customer
service is just a small piece of your brand as a whole, it has an outsized impact.

Make sure any changes you make to the business plan are obvious (e.g. by highlighting the
added information). Your style of writing should be appropriate for business use.

Note: Attach the modified business plan to this section of your portfolio.
ASSESSMENT ANSWER BOOKLET

Updated Business Plan


Integrate customer service goals and requirements (identified in Section 1) into the existing
business plan.
Reduce customer wait times.
Improve turnaround times.
Improve employee skill and satisfaction‍
Improve customer satisfaction
Increase customer advocacy
Increasing customer loyalty.
Promote self-service and increase efficiency.
Humanize the customer experience.

Executive Summary
Founded in 2020, Bounce Fitness is service offer by an association of companies devoted to help people
achieve a healthier life. Our focus is not only on the user but also help them create a disciplined and healthy
life style.

Bounce fitness aims to change the way people see training and following a healthy life style is more about
becoming a big family in which everyone cares for the other and we care about our customers wellness.

Vision Statement
To accompany people in the journey of healthiness and fitness.

Mission Statement
To be the change and facilitate a service where people can find what they want and what they need.

Our values are:


Core values underpinning our activities are:

 Ethical principles

 Innovation

 Collaboration.

Strategic Priorities
To be well led, high performing, profitable and accountable.

 Ensure that all financial operations, performance indicators and results support the strategic policies
ASSESSMENT ANSWER BOOKLET
 Identify new and expand existing sources of revenue and ways to help more classrooms in need.

 Achieve profits of at least 10% per annum.

Increase our reach

 Increase range of products and services offered to reach a larger target market

 Increase sales to increase donations to needy classrooms.

Continue building deeper customer relationships

 Customer-centred practice, with a focus on meeting their total needs for high-quality technology

 Strengthen the skills of our people, to better support customers

 Drive innovation to better meet customer demands

Attract, engage and develop the best staff

 Continuing the drive to a customer centred, high performance workforce and culture

 Strengthening the skills of our people, to better support customer needs

 Empowering innovation and responsiveness to change

 Continuing to enhance the diversity of our workforce

 Exploring the use of technology in human resources.

The Market
The technology market is a growing and ever-changing industry due to the rapid rate that technology is being
updated. Emerging technologies include artificial intelligence and the Internet of Things (IOT). There is an
increasing focus on cyber security.

Due to the global pandemic, the issues with the manufacturing industry have impacted on the supply of
hardware components.

The trend for consumer spending during the pandemic has taken a downturn but this has not affected the ICT
industry as due to more people working from home, consumer appetite for tablets has increased.
ASSESSMENT ANSWER BOOKLET

Situation Analysis

Strengths Weaknesses

 Value and quality  Brand name not developed as well it could be

 Strong management  Growing organisation

 Customer loyalty

 Friendly organisational culture

 Level of available finance for investment

Opportunities Threats

 Schools needing to upgrade technology  High level of competition

 Opportunities to offer a range of services  Economic downturn meaning less spent


generally
 Opportunities for synergies across all services
and products  Failing to satisfy clients demands

Marketing Strategies
Our marketing strategies aim to:

 build our brand

 generate leads now

 convert those leads quickly

 have every part of the business supporting each other.

We plan to develop our market share by:

 Improving our marketing and advertising

 Continually improving the quality of service given to clients

 Maintaining effective communication channels with all stakeholders to ascertain industry requirements
and then develop products and manage services accordingly

 Continually improving communication channels with all our stakeholders, ensuring a flow of timely and
accurate information to facilitate effective planning and decision making

 Targeting identified growth markets with planned, market appropriate campaigns employing a variety of
promotional strategies and advertising mediums
ASSESSMENT ANSWER BOOKLET
 Offering attractive fee structures to our clients

 Continually improving the skills, knowledge and effectiveness of our team through our commitment to
training and development

 Regularly reviewing the effectiveness of all our operations and making improvements when and where
necessary.
ASSESSMENT ANSWER BOOKLET

2 Refine at least one (1) of your business’s customer service policies and procedures to reflect
best practice models, standards and customer service goals and requirements (as identified /
evaluated in Section 1).

Make sure any changes you make to the policies and procedures are obvious (e.g. by
highlighting the added information).

Note: Attach the modified policies and procedures to this section of your portfolio,

Updated Customer service policy


Update the customer service policy to reflect best practice models, standards and customer
service goals and requirements (as identified / evaluated in Section 1).

In take 1 you identified best practice models, standards and customer service goals and
requirements. Add this information to the existing customer service policy.

Please highlight the changes, so your trainer could see it.

Policy
Bounce Fitness is committed to:

 Politeness – the use of good manners in all interactions

 Responsiveness – meet agreed timeframes and follow up on all queries

 Professionalism – being objective and knowledgeable and demonstrating integrity

 Understanding – customers and their business

 Confidentiality – respecting the confidentiality of customer information

 Transparency – processes are clear, consistent, easy to access and documented.

General Principles
Staff will:

 demonstrate to the customer at all times respect, courtesy, patience, attentiveness, consideration
and sensitivity that is appropriate to the age, culture and linguistic background of the individual or
group

 listen to what customers have to say and determine the exact nature of the request

 respond to customer enquiries promptly and efficiently in a timely manner

 act with integrity and honesty when dealing with customers


ASSESSMENT ANSWER BOOKLET
 provide the customer with advice and other information that is accurate, clear, concise, reliable and
in plain language

 be sensitive to any language or other communication difficulties experienced by customers when


providing advice and other information

 present a positive image of Worlducation to the public.

Managing Telephone Enquiries


The following procedure should be followed for telephone enquiries.

 Answer the phone in a timely manner

 Greet the client with “Good morning/afternoon, this is NAME”

 Be warm and friendly

 Speak slowly and clearly

 Be careful with language –slang or jargon is not to be used

Managing Written Enquiries


All written communication will be clear and concise and adopt a formal tone.

Worlducation endeavours to acknowledge receipt of written correspondence:

 email within one working day

 mail within three working days

Where Worlducation is writing to a customer in response to an enquiry or other matter, all written
correspondence must be finalised in the timelines shown above.

Promotional materials
All promotional materials must be written clearly and simply and appeal to customers. Promotional materials
can include media releases advertisements or web site content or social media content.

Dealing with difficult customers


Actively listen to what the customer is saying and repeat their concerns to make sure you are addressing the
right issue.

Confidentiality and privacy


Worlducation is committed to the protection of customer personal information. All dealings with customers
must abide by the Privacy Act 1998 and the Australian Privacy Principles contained in the Privacy Act 1998
ASSESSMENT ANSWER BOOKLET
(CTH) except when qualified by any relevant Codes of Practice and will underpin all matters related to personal
information at Worlducation.

Complaints and Feedback


Bounce fitness welcomes complaints from customers. If a customer wishes to make a complaint, they may
contact us via email or via phone and discuss their complaint. Where the complaint cannot be resolved at this
first point of contact, the complaint will be referred to the management team. The customer will be contacted
with 3 working days to advise of the outcome of their complaints.

Worlducation also welcomes feedback from all of its customers and sends a link to an on-line survey for all
customers to complete. All feedback is recorded in a feedback register.

Role-play meeting

• meet with other staff members (at least two (2)) who are responsible for customer service
and associated with your identified problems and issues. Depending on your business and chosen
problem and system issue, you may need to meet separately with individuals and groups. At the
meeting:

o describe the problem and system issue.

o explain the goals, customer service requirements and product/service/program targets.

o explain the changes to the business plan and customer service policy and procedures (make
sure the meeting attendees have a copy of the new procedures).

o obtain feedback from the staff, considering their experience and strengths.

o discuss, adapt and agree on how the product/service/program will be delivered in future to
meet customer service requirements.

Make sure you foster a team environment and consider the needs of a diverse group of people (e.g.
cultural or language differences). Your audience should include at least one (1) area of diversity. Use
listening and questioning techniques to obtain feedback and confirm understanding.

This meeting should take 30 minutes.

3 Summarise the outcomes of your meeting.

Who did you meet with? During the meeting I gathered with the sales representative in
another country, there was a language limitation that’s why an English to French translator
was required at that moment it was needed an extra attendee to take notes of the
information discuss along the meeting.
ASSESSMENT ANSWER BOOKLET

How did you consider the diverse needs during your meeting? Language limitation
What are the strengths and experience of the staff members you met with? Responsibility,
commitment, problem solving and collaborative work.
What feedback did they provide? They suggested to change the damaged equipment and
replace it for a better one since it involves customers safety risk.
How will you adapt the delivery of the product/service/program to meet customer service
requirements? The delivery of the service will be adapted based on the specifications of the
new equipment acquired in the fitness centre.
If not already viewed in person by your assessor, attach proof of your meeting to this section
of your portfolio.

4 Identify and describe the physical and human resources required to address one (1) of the
identified problems and related system issues experienced by customers (identified in Section
1).

You must include at least one (1) physical and one (1) human resource.

At least one (1) physical resource should include a written resource to convey information,
requirements or recommendations, using appropriate language to suit its purpose and audience.

Make sure at least one (1) of your resources provides support to a staff member associated with
the problem/issue.

Complete the table to answer this question:

Problem experienced by the customer: One of the leg press machines did not work correctly
and one of the lower limbs of the customers almost got
stuck in the machine.

System issue resulting in poor customer There was no report of the damaged machine, one
service: customer did damage the equipment and did not report
the issue to the trainers or the reception.

Team member requiring support: Maintenance staff and trainers.

Human resources (at least one (1)) Trainers and personal coaches.

e.g. Additional call centre staff member


ASSESSMENT ANSWER BOOKLET

Physical resources (at least one (1)) Repairing tools or warning signs to be placed in the
equipment
e.g. Checklist to complete before product is
shipped to client.

How will the resources address the The warning sign prevents customers from using the
problem or issue? machine and avoid any upcoming risks.

How will the resources support the staff The sign will allow the staff to identify which equipment
member? can either be used or not.

5 Develop at least one (1) physical resource required to address customer service requirements
(identified in the previous step).

The physical resource must be a written resource to convey information, requirements or


recommendations. Make sure you match the style of your writing to suit the audience and
manage the resource according to organisational system and processes (e.g. use correct
document naming conventions).

Note: Attach proof of your developed physical resource (e.g. checklist) to this section of your
portfolio. Also attach proof of how you managed the written resource according to
organisational systems and processes (e.g. screen shot of the document filed in the
organisation’s filing system using the correct document naming conventions).

User Requirement Approval Form


You are required to design a user requirement approval form. Please communicate with your
trainer to see some examples.

Proof how I managed the written resource according to organisational systems and processes
Create a document on your computer and name it:
Sales&Marketing_Forms&Templates_User requirements approval form

Take a screenshot of your file and insert it here.


ASSESSMENT ANSWER BOOKLET
6 Procure at least one (1) human resource required to address customer service requirements
(identified in step 5).
Note: Attach proof how you procured the human resource (e.g. email to CEO requesting
permission to recruit the resource, advert etc.) to this section of your portfolio.

Send an email to the CEO requesting permission to hire a business analyst.

Please remember to take a screenshot of your email and insert it here.

7 Deliver your product/service/program to meet customer requirements (according to your


adapted business plan, customer service policies and procedures and improved customer
service delivery).

How you deliver will depend on your business product/service or program (e.g. completed
checklist, website update, email to customer, video of face-to-face customer interaction etc.). If
you are using the case study and would like a face-to-face discussion with a customer, speak to
your assessor.

Note: Attach proof of how you’ve delivered your product/service/program to meet customer
requirements (e.g. completed checklist).

Send an email to the customer to inform them of the following:

- An experienced business analyst has been hired to assist in identifying customer needs in
relation to product specification / user requirements.

Please remember to take a screenshot of your email and insert it here.

Attach: Modified business plan ☐

Modified customer service policy and procedures ☐

Proof of meeting with team (if relevant) ☐

Developed physical resource ☐


ASSESSMENT ANSWER BOOKLET

Proof of how you managed the written resource according to



organisational systems and processes

Proof of how you procured the human resource ☐

Proof of how you’ve delivered your product/service/program



to meet customer requirements

Section 3: Monitor and assess customer service

1 Develop at least one (1) strategy to monitor customer service progress related to your chosen
problem and system issue.
Design a customer survey to obtain customer feedback. You may use the following website to
create an online survey. Once done take a screenshot of your survey and insert it here.
https://freeonlinesurveys.com

2 Use the strategy you developed in the previous step to monitor the performance of customer
service staff (using the strategies identified in section 2).
Note: Attach proof of how you monitored progress to this section of your portfolio (e.g. photo of
you observing sales staff, weekly summary of customer complaints, survey sent to customers
etc.).
Send your survey link to your customers.
To: Customer
Subject: Customer survey
Dear Customer,
Ask a customer to complete a survey
Insert your survey link.
Thank you customer for their time.
Regards,
Your name
Email screenshot
ASSESSMENT ANSWER BOOKLET
Insert your email screenshot here.

Assume a period of time has passed. If you are using the case study, this is 6 months.

3 Assess customer service.

If you are using the case study, the data required to complete this section is contained in the
Simulation Pack. If you are basing this assessment on your own business, make sure data is available
to monitor customer service.

Are customer service goals being achieved?


Has your chosen problem and system issue been resolved?
3.1-3.2

You are required to assess customer service by determining whether customer service goals have
been achieved, whether the chosen problem has been resolved and whether any staff members
require additional support.

Please refer to the data in the simulation pack Page 4 to answer Q 3.1 and 3.2

Please write 3 – 4 lines.

Attach:
Proof of how you monitored progress ☐

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