Assessment Task 3 BSBCUS501 Manage quality customer service

Monitor and improve customer service

Submission details

Candidate’s name Tamara Phone no. 0432013430

Assessor’s name Bennie Bell Phone no.

Assessment site Microsoft Team

Assessment date/s Time/s

The Assessment Task is due on the date specified by your assessor. Any variations to this
arrangement must be approved in writing by your assessor.
Submit this document with any required evidence attached. See specifications below for
details.

Performance objective
The candidate will demonstrate the ability to monitor, adjust and review customer service.

Assessment description
You will develop strategies to monitor progress and obtain customer feedback. You will use
performance information and customer feedback provided by your assessor to review
customer service strategies and produce a report with recommendations for improvement.

Procedure
1. Read the following scenario:
I have been read the 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.

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Assessment Task 3 BSBCUS501 Manage quality customer service

2. Develop a set of KPIs 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. ability to handle complaints
g. ability to record and store customer information
h. customer satisfaction.

i. Key performance j. target

indecator

k. average time to resolutions l. 80%

m. Overall customer n. 90%

satisfaction

o. Customer retention rate p. 95%

q. Extremely /very satisfied r. 80%

o

s. Employee productivity t. 100%

u. Compliant escalation rate v. 90%

w.
3. Develop a plan or procedure for monitoring team members’ performance against KPIs.

Goals Measures Target Frequency source

Rise 20%of Making new 20% Yearly Sales and

quantity contacts customer
every year services

Customer 10% Monthly Sales and

retention by customer
20% services

\enhanced 20% Quarterly customer

surveys services

Rising the Rise the 40% Quarterly sales

sales by amount of
40% transaction

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Assessment Task 3 BSBCUS501 Manage quality customer service

for the
customers

4.

5. Develop a questionnaire to collect customer feedback related to KPIs and/or designed to

uncover identifiable gaps between services provided (including the quality of service) and
customer expectations

Extremely satisfied Satisfied Not satisfied

The stuff welcoming

and greeting

The stuff helping

Quality customer
service you receive

Overall of the
experience

Suggestion

6. Arrange to meet with your manager (assessor) to receive performance data and feedback
from customers.
7. Discuss issues and possible solutions with your manager (assessor).
8. Analyse performance data and customer feedback to identify systemic customer service
issues and trends.
9. 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 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 appropriate technology to address customer needs.
Answer:
Each members of the customers services put an amazing effort to make this happen but there
are something we should take it in seriously

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Assessment Task 3 BSBCUS501 Manage quality customer service

Build solid community to make it efficient feedbacks

People are already engaging with these subcultures on social media, making it the
perfect channel for building a strong community. So, meet your audience where they
are. Instead of your brand doing all the talking, tap your community members to post
about your brand on social media, whether it’s paid or unpaid

Improving social self services is a must

Don’t Make Assumptions About The Customer Journey

Update Your Knowledge Base

Make Sure They Feel Confident About Self Service

Give Customers an Incentive to Use Self Service

Avoid Customer Service Jargon

Keep it Streamlined And Intuitive

Make your knowledge accessible
Strength your customer service skills

No matter how great your product is or how talented your staff is, one of the
things that customers are most likely to remember is the direct interaction
they have with your company. Bottom line, your customer service team is
often the face of your company, and customers’ experiences will be defined
by the skill and quality of the support they receive. A strong company will
already have great customer relationships. But a smart company will always
be asking “What is good customer service?” Good customer service centers
around carefully listening and attending to your customers’ needs and
desires. If you are not constantly on the lookout for opportunities to improve
your customer service, then your relationships will stagnate.
Submit all documents to your assessor as per the specifications below. Ensure you keep a
copy of all work submitted for your records.

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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 for improvement of customer service

● .

Your assessor will be looking for:

● reading skills to interpret Innovative Widgets information

● writing skills to match your style of writing to the documents’ purpose and audience
● communication skills to use listening and questioning techniques to obtain information
● work skills to:
○ collaborate with manager (assessor) to discuss customer service problems and
options
○ address complex customer service problems and use problem-solving techniques
to identify solutions

● technology skills to prepare and present documents.

Adjustment for distance-based learners

● No adjustments required.

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