Assessment Task 3 BSBCUS501 Manage quality customer service

Monitor and improve customer service

Submission details

Student’s name J Student no.

Assessor’s name

Assessment site

Assessment date/s

The assessment task is due on the date told to you by your assessor. Any changes to this
arrangement must be approved by your assessor in writing.
Submit this document with any required evidence attached. See specifications below for
details.

Performance objective
The student will demonstrate/show the ability/skills to monitor/check, adjust and review
customer service.

Assessment description
Using the background information on Innovative Widgets from your Student Workbook and
from documentation provided throughout the course, you will develop strategies/plans to
monitor/check progress and obtain customer feedback. You will use performance information
and customer feedback provided by your assessor to review customer service strategies/plans
and produce a report with recommendations/ideas for improvement.

Procedure
1. Read the following scenario:

The board at Innovative Widgets is pleased with the control you have taken to address
some of the customer service problems that had arisen. Mary is performing better at her
job and feeling more confident in her role. Yore Mine continues to purchase their
widgets from Innovative Widgets.
At this stage, the board would like you to take some steps to improve organisation-wide
delivery of customer service. They would like some specific targets developed to
measure the performance of the customer service team. They would also like to monitor
customer satisfaction levels and then recommend any changes required to improve the
delivery of customer service at Innovative Widgets.

© 2015 Innovation and Business Industry Skills Council Ltd / Modified July 2015 1st edition version: 2
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Assessment Task 3 BSBCUS501 Manage quality customer service

2. Develop a set of KPIs 1 for Innovative Widgets customer service representatives. KPIs
should address the areas of customer and business requirements identified below:
a. call/enquiry/complaint handling time
b. following organisational procedures
c. identifying customer issues and opportunities to increase customer satisfaction or
meet customer needs
d. assisting team members to improve customer service
e. assisting other internal customers of customer service team
f. customer retention
g. sales
h. ability to handle complaints
i. ability to record and store customer information
j. customer satisfaction.
3. Develop a plan or procedure for monitoring team members’ performance against KPIs.
4. Develop a questionnaire to collect customer feedback related to KPIs and/or designed
to uncover identifiable gaps/failings between services provided (including the quality of
service) and customer expectations.
5. Arrange to meet with your manager (assessor) to receive performance data and
feedback from customers.
6. Discuss issues and possible solutions with your manager (assessor).
7. Analyse/review performance data and customer feedback to identify systemic/complete
customer service issues and trends/developments.
8. Prepare a 1–2 page report for the management at Innovative Widgets containing
recommendations for organisation-wide customer service improvement. The report
should contain:
a. 3–4 recommendations. At least one recommendation should address how to
improve public relations at Innovative Widgets.
b. A rationale/logic, reasoning for each recommendation based on your knowledge
of:
i. problem identification and resolution
ii. managing customer service and customer relationships
iii. managing quality customer service delivery
iv. procuring/getting, purchasing appropriate technology to address customer
needs.

A key performance indicator (KPI) is a business method used to review factors that are crucial to the
success of an organization. KPIs differ per organization; business KPIs may be net revenue or
customer loyalty, while government might consider unemployment rates

© 2015 Innovation and Business Industry Skills Council Ltd / Modified July 2015 1st edition version: 2
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Assessment Task 3 BSBCUS501 Manage quality customer service

9. Submit all documents to your assessor as per the specifications below. Ensure you keep
a copy of all work submitted for your records.

© 2015 Innovation and Business Industry Skills Council Ltd / Modified July 2015 1st edition version: 2
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Assessment Task 3 BSBCUS501 Manage quality customer service

Specifications
You must provide:
● a set of KPIs for customer service team members and a plan or procedure for
monitoring team members’ performance
● a questionnaire to gather customer feedback

● a report containing recommendations/suggestions for improvement of customer

service.

Your assessor will be looking for:

● reading skills to interpret/explain Innovative Widgets information

● writing skills to match your style of writing to the documents’ purpose and
audience/interested people
● communication skills to use listening and questioning techniques to obtain information

● work skills to:

○ collaborate/work together with manager (assessor) to discuss customer service

problems and options
○ address complex/difficult customer service problems and use problem-solving
techniques to identify solutions
● technology skills to prepare and present documents.

© 2015 Innovation and Business Industry Skills Council Ltd / Modified July 2015 1st edition version: 2
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