Bsbcus 501 Student Assessment Task 2 PDF

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BSBCUS501 Manage quality customer service

Student Assessment Tasks

Assessment Task 2 Cover Sheet Student Declaration To be filled out and submitted with assessment responses

 I declare that this task is all my own work and I have not cheated or plagiarised the work or colluded with any other student(s).  I understand that if I am found to have plagiarised, cheated or colluded, action will be taken against me according to the process explained to me.  I have correctly referenced all resources and reference texts throughout these assessment tasks. Student name Student ID number Student signature Date

Assessor declaration  I hereby certify that this student has been assessed by me and that the assessment has been carried out according to the required assessment procedures. Assessor name Assessor signature Date Assessment outcome

S

NS

DNS

Resubmission

Y

N

Feedback

Student result response  My performance in this assessment task has been discussed and explained to me.  I would like to appeal this assessment decision. Student signature Date A copy of this page must be supplied to the office and kept in the student’s file with the evidence.

BSBCUS501 Manage quality customer service

Student Assessment Tasks

Assessment Task 2: Customer service strategy planning project Task summary For this assessment task you are required, in the role of Operations Manager of Ozhouse Clean, to research and develop a customer service strategy for the company. Your strategy will need to be discussed with, and agreed on by, senior management. This task is to be completed in the simulated work environment at Strathfield College.

Required 

Computer and Microsoft Office



Access to the Internet for research



Access to consumer legislation/regulations/codes of practice at the following web sites: http://www.accc.gov.au/consumers http://www.australia.gov.au/information-and-services/business-and-industry/consumer-rights



Customer Service Strategy Template

Timing The assessor will advise you of the due date of this submission.

Submit 

Email to your assessor with your regulations report and your customer service strategy attached.



Email to your assessor with your revised customer service strategy and screen shot attached.

Assessment criteria For students’ performance to be deemed satisfactory in this assessment task, they must satisfactorily address all of the assessment criteria. If part of this task is not satisfactorily completed they will be asked to complete further assessment to demonstrate competence.

© J&S Learningwork 2018

Strathfield College RTO: 91223 CRICOS Provider Code: 02736K

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BSBCUS501 Manage quality customer service

Student Assessment Tasks

Re-submission opportunities You will be provided feedback on their performance by their Assessor. The feedback will indicate if you have satisfactorily addressed the requirements of each part of this task. If any parts of the task are not satisfactorily completed your assessor will explain why and provide you written feedback along with guidance on what you must undertake to demonstrate satisfactory performance. Re-assessment attempt(s) will be arranged at a later time and date. You have the right to appeal the outcome of assessment decisions if they feel they have been dealt with unfairly or have other appropriate grounds for an appeal. You are encouraged to consult with their assessor prior to attempting this task if you do not understand any part of this task or if you have any learning issues or needs that may hinder them when attempting any part of the assessment.

© J&S Learningwork 2018

Strathfield College RTO: 91223 CRICOS Provider Code: 02736K

Page 3

BSBCUS501 Manage quality customer service

Student Assessment Tasks

Assessment Task 2 Instructions Carefully read the following:

Ozhouse Clean is a cleaning services company based in Melbourne. The company offers professional, residential cleaning services, including regular home cleans, as well as spring cleans. The company’s mission, vision and values as follows: Mission Ozhouse Clean is committed to providing the highest quality residential and commercial cleaning services available by exceeding the expectations of our clients. Vision We are constantly working to establish ourselves as the most respected and sought-after contract cleaning and facilities support service in Melbourne. Values Respect: taking time to understand and value each of our customers and respecting their choices. Responsibility: acting with integrity towards our staff, our customers, the community and the environment. Caring: a duty of care for our staff, customers and the environment. Excellence: to always look to provide the best quality experience with regards to our cleaning and our customer service. Integrity: to act with honesty, openness and do what we say we will do. Innovation: to be industry leaders. Objectives Our key objectives and that are fundamental to our business in delivering world-class cleaning and customer service, are as follows: 

Provide our customers with a professional and friendly service.



To increase the number of clients by 10% each year.



Meet or exceed the expectations of customers.



Implement best practice in cleaning operations, including environmentally sustainable practices.

Currently 70% of the company’s customers are residential customers. Most of these customers are full-time workers, needing cleaning services because of their busy lifestyle. Most customers use regular cleaning services (either once a week or twice a week for 3 – 4 hours). The company also has a small number of commercial contracts for cleaning. Generally, these involve cleaning staff going in each evening for 2 hours to clean the office. Regular services are priced at $35 per hour and the market is very sensitive to price and quality of service delivered.

© J&S Learningwork 2018

Strathfield College RTO: 91223 CRICOS Provider Code: 02736K

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BSBCUS501 Manage quality customer service

Student Assessment Tasks

The company does not currently have a customer service strategy. As part of the current strategic planning process and overall drive to achieve excellence within the company you, as the Operations Manager (responsible for a team of staff including call centre operators and the cleaning team), have been tasked with the responsibility to develop a customer service strategy and a customer service charter that aligns with the company’s strategic plan mission, vision and objectives. All customer services strategies need to be implemented during upcoming year and a priority assigned. The management team has developed a key principle on which the customer service strategy is to be based: We listen to our customer, understand their needs and deliver services to meet these needs. The management team has advised that all strategies must come from that principle and that strategies must also address (but not be limited to) the following key areas: 

Staff training: currently staff are not trained in customer service



Customer feedback mechanisms: there are no formal mechanisms in place for customers to provide feedback



Quality and consistency of service provided: while the company does not receive many complaints, most of them relate to customers being unhappy with the level or detail of cleaning provided. A quality assurance mechanism needs to be in place to be able to check that the cleaning completed will be satisfactory to the customer. This is currently not in place.



Development of a customer service charter: the company wants to tell customers about what they can expect, how they can provide feedback and the complaints process.

Complete the following activities: 1.

Write a regulations report. Use the Internet to find out about legislation and regulations that the company needs to abide by in its delivery of services and ensure that this information is incorporated into the development of customer service strategies. You will also need to provide an overview of the legislative and regulatory context at the meeting with staff so ensure you make notes to guide your delivery of the information to staff. Use the Internet to find examples of customer service strategies developed by other companies. Make notes on your findings. Using secondary sources of information, research and identify likely key customer needs in relation to cleaning services, including as a minimum quality of service, cost of service, response times from booking of service to completion and so on. Your report should be between half a page and one-page long. My Answer : Please find the document attached

© J&S Learningwork 2018

Strathfield College RTO: 91223 CRICOS Provider Code: 02736K

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BSBCUS501 Manage quality customer service

1.

Student Assessment Tasks

Develop a customer service strategy Research options for customer service strategies and customer needs The customer service strategy should clearly reflect the customer needs you have identified and show how these needs will be satisfied through the service provided. The strategy should also document specific actions, priority and performance indicators. Use the Customer Service Strategy Template to guide your work. You will modify this document following a meeting with the Management Team, so save this version as Draft Customer Service Strategy. My Answer : Please find the document attached

2.

Send an email to the management team (your assessor). The text of the email should be in grammatically correct English, written in an appropriate (polite, business-like) style. It should introduce and summarise the contents of the attachments. The email text should advise the management team that you would like to set up a meeting to discuss the documents. It should include a brief statement of the purpose of the meeting and the date and time and duration for the meeting (the meeting will be approximately 30 minutes). Attach your regulations report and your customer service strategy to the email. My Answer : From: Operations Manager To: Staff Date 19 August 2020 Subject: Meeting Request for Customer Service Strategy discuss Dear Staff, I am writing to schedule a meeting to discuss on the matters regarding Customer Service Strategy. Would it be possible to meet on 19 August at 3 PM at our office to discuss? Please find the regulations report and customer service strategy attached to this email. Please contact me if you find the date and time above inconvenient for you. Regards,

© J&S Learningwork 2018

Strathfield College RTO: 91223 CRICOS Provider Code: 02736K

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BSBCUS501 Manage quality customer service

3.

   

    

Student Assessment Tasks

Meet with the Management Team At the meeting you, you will discuss and confirm the customer service strategy with the General Manager (your assessor). At the meeting, you will be required to: Explain the importance of customer service, as well as legislation and regulations key to customer service Explain each of the strategies and actions in the new customer service strategy Explain how strategies and actions will assist in achieving the key customer service principles, as well as strategic mission, vision and objectives. Explain how your plans achieve the quality, time and cost specifications that the company has agreed to uphold for customers. During the meeting, demonstrate effective communication skills including: Speaking clearly and concisely Using non-verbal communication to assist with understanding Asking questions to identify required information Responding to questions as required Using active listening techniques to confirm understanding Your assessor (in the role of the General Manager) will provide you with feedback on your strategy, which you will incorporate into the document in.

© J&S Learningwork 2018

Strathfield College RTO: 91223 CRICOS Provider Code: 02736K

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BSBCUS501 Manage quality customer service

4.

Student Assessment Tasks

Revise your customer service strategy. Following the meeting, incorporate your General Manager’s feedback into your customer service strategy. Save this draft of the document as Revised Customer Service Strategy.

5.

Take a screen shot of your folder and files. Ensure that you have an overall folder for your work for this unit, as well as sub folders if necessary. All of the documents that you have submitted for this assessment task should be correctly named and filed. Folders must be logical and well-organised, and you will be assessed on this. The screen shot should show all the folders and documents. My Answer :

6.

Send an email to the management team (your assessor).

© J&S Learningwork 2018

Strathfield College RTO: 91223 CRICOS Provider Code: 02736K

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BSBCUS501 Manage quality customer service

Student Assessment Tasks

The text of the email should be in grammatically correct English, written in an appropriate (polite, business-like) style. It should summarise the meeting’s outcomes and introduce and summarise the contents of the attachment. It should Attach your revised customer service strategy and screen shot to the email. My Answer : From: Operations Manager To: Staff Date 19 August 2020 Subject: Customer service strategy meeting’s outcomes Dear Staff, Hope this email find you well Thank you for your attendance and contribution at the customer service strategy meeting. Please find the revised customer service strategy attached to this email. The revised customer service strategy summarizes all the outcomes that we have agreed on at the meeting. Please contact me if you have any further question. Kind regards,

© J&S Learningwork 2018

Strathfield College RTO: 91223 CRICOS Provider Code: 02736K

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BSBCUS501 Manage quality customer service

Student Assessment Tasks

Assessment Task 2 Checklist Student’s name: Completed successfully

Did the student:

Yes

Comments

No

Outline the legislative and regulatory context of the organisation relevant to customer service? Identify, investigate and assess customer needs through research and reflect these needs in the customer service strategy? Develop a customer service strategy in the required format that includes appropriate strategies and actions to achieve the strategic vision, mission and objectives and key customer service principles? Identify suitable actions, priority and performance indicators within the customer service strategy to achieve agreed quality, time and cost specifications? During the meeting, demonstrate effective communication skills including:  Speaking clearly and concisely  Using non-verbal communication to assist with understanding  Asking questions to identify required information  Responding to questions as required  Using active listening techniques to confirm understanding Incorporate feedback as provided by the management team into the final customer service strategy? Manage records effectively by creating appropriate folders and storing all files? Task Outcome:

Satisfactory



Not Satisfactory



Assessor signature Assessor name Date

© J&S Learningwork 2018

Strathfield College RTO: 91223 CRICOS Provider Code: 02736K

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