Bsbcus 501 - Hong Nhung Duong PDF

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Student Assessment Workbook BSBCUS501 Manage Quality Customer Service

Student Full Name: Student ID: Date Submitted: Address: Level 7, 16-18 Wentworth Street Parramatta NSW 2150 Phone : 02 8401 2660 Email : [email protected] Web: www.trinityinstitute.edu.au

BSBCUS501 Student Assessment Workbook | Student ID:

Assessment Information Welcome to your Student Assessment Workbook for BSBCUS501 Manage Quality Customer Service. This Student Assessment Workbook is where you will write all your responses for the knowledge questions and simulation tasks. Please refer to the Student Assessment Guide for more information. This assessment has the following two events: Assessment Event 1 – Knowledge Questions: There are five questions that will provide us with evidence of your general knowledge of legislation and principles with customer service.

Assessment Event 2 – Simulation: Shabby College You will complete a number of tasks that will provide us with evidence of your skills with planning, implementing, monitoring Customer Service Plan for the College. These tasks will be based on your role of Customer Service Manager in a simulation with an organisation that offers a Diploma of Business.

To complete the Simulation, you will need to refer to the following resources: Standards for Customer This document is used in Task 1.1 where you will review the approach taken by the College with customer service. Service

Budget Plan Template

This document is used in Task 2.1 where you will plan the expenses for delivering customer service.

February Data and Information

This folder is used in Task 1.1 where you will review the current performance with the Trainer, Student Support Officer, materials, informal feedback from staff and students, attendance records.

March Data

This folder is also used in Task 2.4 where you will review new data on performance with the Trainer, Student Support Officer, materials and attendance records.

April Data

This folder is used in Task 3.2 where you will review the current performance with all staff,

BSBCUS501 Student Assessment Workbook | Student ID:

resources and pricing.

Please note that your responses for both assessment events can (where appropriate) use dot point format. See below an example of a dot point response and a full sentence response. Dot point format

Full sentence format

Presentation Plan includes the following: · outcomes

·

needs of the audience

·

context.

When you are preparing for a presentation, there are a number of tasks that must be carried out. These are listing the outcomes that you want to achieve, followed by the identification of the needs of your audience. When you have completed these two tasks you then check on the room that you will be conducting the presentation in.

To Achieve Competence To be deemed competent for this unit, you will need to meet the following requirements: · complete all of the questions and tasks listed in the Student Assessment Workbook ·

meet all the requirements listed in this Student Assessment Guide

·

your responses to the questions and tasks must be relevant, accurate and specific

·

submit your completed Student Assessment Workbook to your Assessor within the set timeframes

·

your work must be in your own words

·

where you use an external source of information, you must provide citation.

Pre-assessment Checklist Your assessor will go through the assessment for this unit, BSBCUS501 Manage Quality Customer Service. It is important that you understand this assessment before taking on the questions and tasks. To confirm that you have been given this overview, we ask you to complete the following Pre-Assessment Checklist. You are required to carefully read each checklist item provided below and tick either ‘Y’ to confirm your understanding or ‘N’ if you disagree. In case you disagree with an item, please provide your reason under the ‘Comments’ column.

BSBCUS501 Student Assessment Workbook | Student ID:

When you have done this, we ask you to sign this Pre-Assessment Checklist. This acknowledges that your Trainer/Assessor has discussed all of the information with you prior to undertaking this assessment. Pre – assessment Checklist

Comments

Y◻

◻N

I, the student, understand the purpose of the assessment.

Y◻

◻N

I understand when and where the assessment will occur, who will assess and in what format the assessment will be submitted.

Y◻

◻N

I understand the methods of assessment.

Y◻

◻N

I understand what resources are required to complete this assessment.

Y◻

◻N

I understand the performance level required for each assessment event.

Y◻

◻N

I understand that it must be my own work. I have been explained and understand the serious consequences in case this work is found plagiarised.

Y◻

◻N

I understand the process if I am deemed not yet competent.

Y◻

◻N

I understand the feedback process and the appeals process.

Y◻

◻N

The assessor has discussed with me if I have any special needs and if so what arrangements have been made.

Student Full Name

Student ID

BSBCUS501 Student Assessment Workbook | Student ID:

Student Signature

Date

Assessment Event 1 – Knowledge Questions The information contained in this section lists the questions that you will need to develop a written response. These questions are theoretical and provide evidence of your understanding of the impact of legislation on an organisation’s customer service and the principles of promotion and publicity. Note you must answer these questions in your own words. Remember, you must get a satisfactory result with each question to be deemed satisfactory for the whole of Assessment Event 1.

Question 1 In the table below describe legislations and their application to an organisation. Write your response into the table: Legislation

Explanation

The Competition and Consumer Act 2010

a national law that regulates fair trading in Australia and governs how all businesses in Australia must deal with their customers, competitors and suppliers.

the Australian Consumer Law

misleading or deceptive conduct, help company to know what they unconscionable conduct, unfair practices, need to do to follow the rule. conditions and warranties, product safety and information, liability of manufacturers for goods with safety defects offences, country of origin representations

Exceptions under Commonwealth, state and territory legislation

Some Commonwealth, state and territory Acts Companies can check on exception permit conduct that would normally contravene that suit their business. the Competition and Consumer Act.

Fair Trading

Australian federal and state laws protect business and customers from unfair trading practices. Provides information about things to consider when ensuring your business meets fair trading laws.

Online shopping

To make the most of online shopping and banking it's important to follow some simple steps to protect your money and personal details and to avoid scams

BSBCUS501 Student Assessment Workbook | Student ID:

Application to organisation unfair market practices industry codes mergers and acquisitions of companies · product safety · collective bargaining · · ·

This is a two way protection for both companies and consumers from unfrair business

These rules and regulations applies to protect business and consumers trading online.

Question 2 In the table below summarise product promotion and public relations. Write your response into the table: Promotion Components

Attributes

Importance to customer service

Promotion marketing

increase awareness, create interest, generate sales or create brand loyalty

Advertising

employs an openly sponsored, nonpersonal message to promote or sell a product, service or idea.

delivering the proper message to customers and prospective customers. The purpose of advertising is to inform the consumers about their product

Personal selling

promotional method by which the salesperson uses his or her skills and abilities in an attempt to make a sale.

company uses a sales force as one of the main ways it communicates with customers.

Component

Attributes

Importance to customer service

Public Relation

practice of deliberately managing the release and spread of information between an individual or an organization (such as a business, government agency, or a nonprofit organization) and the public. Public relations (PR) and publicity differ in that PR is controlled internally, whereas publicity is not controlled and contributed by external parties.

the company will get what you incentivize. Too often, customer relations reps have goals related to the volume of inquiries handled. Meanwhile, the PR team is working to earn positive media coverage or drive a perception of value.

1 To present information to consumers and others. 2 To increase demand. 3 To differentiate a product.

Publicity Public Relations

Question 3 Identify service standards and best practice models. Write your responses here: A service standard helps to define what a customer can expect from a service and how it should be delivered by the service provider 1. Support customers as a team. Customer service is a team sport — and not just for your customer support team. Train every employee on your helpdesk software so they can all pitch in when times are busy. BSBCUS501 Student Assessment Workbook | Student ID:

2. Listen to customers (and share their feedback). Encourage service agents to ask questions when interacting with customers. The more your agents know about your customers and their needs, the more of an asset those agents are to both your company and your customers. 3. Don’t be a robot. Encourage agents to add personality to their emails. Or to fill the quiet time when they need to pull up account information by asking customers how the weather is or who their favorite sports teams are 4. Be honest about what you don’t know. Nobody likes a know-it-all (especially a know-it-all that doesn’t actually know it all). If your agents aren’t sure how to troubleshoot a problem 6. Know your product. The more your customer support team knows about your product, the better they’ll be at servicing it. Make training a key part of your customer support operations.

Question 4 Outline techniques for dealing with customers. Write your responses here: 1 Listen to the customer Ask the customer questions and listen carefully to find out what they want you to do - if anything. Remember that listening to the complaint is sometimes as important as doing something about it. Repeat what the customer has said to check you have understood the problem and you know what they want you to do. 2 Give the customer solutions Handling an angry person with a complaint is quite simple when you can solve the problem. If you can, say so immediately. However, there may be occasions when you can't do exactly what they would like you to do. In such a situation, try to outline the alternatives or say what you can do. 3 Tell customers what they CAN DO, not what they CAN'T This is another technique where your response can be positive and active rather than negative and ineffective. Instead of saying 'No', say 'You can...'. This doesn't always work, as there isn't always an alternative. However, there are many situations where you can use this technique. It's much better from the customer's point of view to know what they can do rather than what they can't do.

Question 5 In the table below, explain techniques for solving complaints. Write your response into the table: Principle

Customer behaviour

Explanation of Principle

Technique

the study of what influences individuals and organizations to purchase certain products and support certain brands.

• Identify Customer Expectations. Interview customers and understand, from their perspective, what they are expecting and what's driving it. ... • Engage Prospects. ... • Evaluate Processes and Metrics.

BSBCUS501 Student Assessment Workbook | Student ID:

Principle

Explanation of Principle

Technique

Customer needs research

employs qualitative and/or quantitative research to classify and rank the needs, wants, and expectations of target customers and/or consumers during key interactions (touchpoints) along the customer journey.

• Starting with existing data. You most likely have existing data at your fingertips. ... • Interviewing stakeholders. ... • Mapping the customer process

Customer relations

describes the ways that a company will engage with its customers to improve the customer experience. This includes providing answers to short-term roadblocks as well as proactively creating long-term solutions that are geared towards customer success.

Ongoing product or service quality Problem identificati on and resolution

the quality of a product or service refers to the perception of the degree to which the product or service meets the customer's expectations.

• Listen, summarize, and repeat. ... • Use templates, not boilerplates. ... • Know your product inside out.

Open up more channels for customer feedback Embrace the path of the snail Hire for customer service greatness

Clearly identifying the root cause of a problem. Developing a detailed problem statement that includes the problem's effect on a population's health.

Quality customer service delivery

The customer's perception of how well our service meets his or her expectations.” Both the services we deliver and the expectations we help to create are important aspects of quality.

Record keeping and manageme nt methods

responsible for the efficient and systematic control of the creation, receipt, maintenance, use and disposition of records, including processes for capturing and maintaining evidence of and information about business activities and transactions in the form of records

BSBCUS501 Student Assessment Workbook | Student ID:

1 Identify the issues. Be clear about what the problem is. ... 2 Understand everyone's interests. ... 3 List the possible solutions (options) ... . • • • • •

now your product. ... Maintain a positive attitude. ... Creatively problem-solve. ... Respond quickly. ... Personalize your service

Build a Records Management Policy Choose the Right Solution Come Up with a Retention Schedule

Assessment Event 2 – Shabby College Simulation In this assessment, you will undertake a number of tasks associated with reviewing customer service levels and implementing a customer service plan for Shabby College.

Task 1: Plan to meet internal and external customer requirements In this task, you will review the documentation on customer service levels in the organisation. You will then analyse the data and information provided and develop a customer service plan to meet the needs of clients.

1.1 Review documents on customer service Insert your response here: 5 keys concern from students 1. Staff are not qualified and good enough 2. the College has a library, but in the locked room which only the security guy has the key – you will find three text books 3. Student Support Services are not available to help. 4. Students do not receive help for assessment. 5. I worked hard on my assessment and got a competent but another student in the class did hardly any assignment and he too got a competent ( unfair treatment)

Features of products and services” 1.Our training and assessment strategies and practices are responsive to industry and customer needs and meet the requirements of training packages. 2. The operations of Shabby College are quality assured. 3. Our customers will always have accurate information. 4.Our customers will always be informed about third parties involved with their training and assessing. 5. Complaints and appeals are recorded, acknowledged and dealt with fairly, efficiently and effectively.

BSBCUS501 Student Assessment Workbook | Student ID:

BSBCUS501 Student Assessment Workbook | Student ID:

1.2 Analyse documents Insert your response into the table below: Problems with customer service

Root cause of problems

1. Staff are not supportive

Front of the office Students do not receive help needed

1. Lecturers are not qualified

Do not provide answers when asked Quality of teaching are not satisfactory

1. Customer service attitude

Front desk service

BSBCUS501 Student Assessment Workbook | Student ID:

Problems with customer service

Root cause of problems

Customers do not feel welcomed 1. Libraries are not satisfied

Facility and equipments are not provided correctly Students cannot access info.

1. Deliveries promised

are

not

as Advertisement overpromised

underdelivered performance

1. Students complaints are not Students feel their feedbacks not replied resolved System needs to upgraded

1.3 Identify strategies to improve customer service Insert your response into the table below: Root Cause

Strategies

Lecturers are not qualified

Encourage Accountability An important part of any organization's approach to enhancing customer service is to value accountability. If employees feel unaccountable, the quality will suffer as a result, and workers will expect management to fix problems without their involvement.

Customer service atti- Track Customer Experience Metrics tude

establish several key metrics that are easily measured and combine to give you a good picture of the experience and quality of customer support that it provides.

Libraries are not satis- Integrate Social Media into Your Service Channels fied Adding these channels to your process will let your customers know you have your finger on the pulse of current trends and make contacting you more convenient for many of them.

Deliveries are not as promised

Create a Customer-Centered Brand Customers will be more willing to reach out and take advantage of your service channels to get positive resolutions to issues they might not bring to your attention otherwise. Give Regular Feedback to Your Customer Service Agents

BSBCUS501 Student Assessment Workbook | Student ID:

Root Cause

Strategies

Students complaints are not resolved

Without feedback, individual customer service representatives only have their own experience and anecdotes from coworkers to judge the quality of their team's performance. A lack of regular feedback will also make them feel more isolated and work towards their own goals.

Staff are not supportive

Set Meas...