Assessment Task 2 - BSBOPS505
Assessment Task 2 - BSBOPS505
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
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:
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
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
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
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
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.
April 1st Trainer The training did not Human Written Succesfully
reach out as the resources notification
customer called manager
him.
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:
Send an email to CEO, Sales Reps, and advertising staff to take responsibility to respond to a review
comment, request training etc.
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
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
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.
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.
Increase range of products and services offered to reach a larger target market
Customer-centred practice, with a focus on meeting their total needs for high-quality technology
Continuing the drive to a customer centred, high performance workforce and culture
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
Customer loyalty
Opportunities Threats
Marketing Strategies
Our marketing strategies aim to:
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,
In take 1 you identified best practice models, standards and customer service goals and
requirements. Add this information to the existing customer service policy.
Policy
Bounce Fitness is committed to:
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
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.
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 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.
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.
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.
Human resources (at least one (1)) Trainers and personal coaches.
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).
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).
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
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).
- An experienced business analyst has been hired to assist in identifying customer needs in
relation to product specification / user requirements.
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.
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.
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
Attach:
Proof of how you monitored progress ☐