BSBCUS402 Address customer needs

ASSESSMENT COVER SHEET

Student ID Student Name

First Name: Izadora

SV048009
Last Name: Giatti Dias

Student’s declaration:
By submitting this assessment, you are acknowledging and agreeing to the following conditions:
Please check each item in the box, if you agree.

✔ I have read and understood the details of the assessment.

I have been informed of the conditions of the assessment and the appeals process and
✔ understand I may appeal if I believe the assessment is not equitable, fair or just.

✔ I agree to participate in this assessment, and I am ready to be assessed.

I declare that the attached is my own work or in collaboration with other members of a group
✔ as required.
I have acknowledged all sources where appropriate in accordance with ILSC’s Academic
✔ Integrity Policy, and I believe other group members have done the same.

Submitting your assessment: Complete all assessment tasks, save, and upload in Moodle for grading. Please
view the videos on submitting work through Moodle in the FAQ section of your VET Orientation course. Check
Moodle grades and feedback on your submission. You will receive an email notification when your assessment
has been graded.

Assessor’s acknowledgement:
Please verify each of the following principles of assessment by placing a tick in each box. Refer to the
assessor's handbook for further information if required.

Authentic: The assessor is assured that the evidence presented for assessment is the learner’s
own work.

Valid: The assessor is assured that the learner has the skills, knowledge and attributes as
described in the module or unit of competency and associated assessment requirements.
Current: The assessor is assured that the assessment evidence demonstrates current
competency. This requires the assessment evidence to be from the present or the very recent
past.
Sufficient: The assessor is assured that the quality, quantity and relevance of the assessment
evidence enable a judgement to be made of a learner’s competency.

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How to work through your assessment

This assessment is designed to evaluate your competence for the unit BSBCUS402 Address customer
needs, Release 2. Your assessor will help you understand how to complete this assessment.
The table below gives a detailed description of the assessment.
Feature of the
Explanation
assessment resource

Assessment This unit describes the skills and knowledge required to manage an
information and ongoing relationship with a customer over a period of time. This
scope includes helping customers articulate their needs and managing
networks to ensure customer needs are addressed.
It applies to individuals who are expected to have detailed products
knowledge in order to recommend customised solutions. In this role,
individuals would be expected to apply organisational procedures
and be aware of, and apply as appropriate, broader factors involving
ethics, industry practice and relevant government policies and
regulations.
ž The key outcomes are:
ž Assist customer to articulate needs
ž Satisfy complex customer needs
ž Manage networks to ensure customer needs are addressed

Assessment overview To demonstrate competency, you must successfully complete all the
following assessment tasks:
Task 1: Online Moodle Quizzes
Task 2: Questioning
Task 3: Project: Addressing customer needs at BizOps Enterprises
Task 4: Workplace simulation & Observation

Complete the ü Task 1: Online Moodle Quizzes

following tasks Complete your Moodle quizzes online for each topic. You will
demonstrate knowledge of the unit requirements in your responses.
ü Task 2: Questioning
You will demonstrate a sound knowledge of the unit requirements in
your responses.
ü Task 3: Project: Addressing customer needs at BizOps
Enterprises
You will demonstrate your skills and knowledge by completing a
scenario-based project.
ü Task 4: Workplace simulation & Observation
Your performance will be documented while being observed by your
assessor in a simulated off-the-job situation that reflects the
workplace.

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TASK 1 – Please complete the following quizzes on

Moodle:
o Topic 1 Online Quiz:
o Topic 2 Online Quiz:
o Topic 3 Online Quiz:

TASK 2 - Questioning
Purpose You will demonstrate a sound knowledge of the unit
requirements in your answers.

Instructions to the All questions must be answered satisfactorily for Task 2 to be

candidate completed satisfactorily.

Resources required You may use the learning resources and customer service
documents to research information when answering questions.

Assessment Assessment will be conducted in a simulated environment

conditions where evidence gathered demonstrates consistent performance
of typical activities experienced in the customer service field of
work and include access to:
§ office equipment and resources
§ business technology
§ organisational policies, procedures, quality systems,
manuals and guidelines for customer management
§ examples of products/services and promotional
strategies
§ interaction with others.

Reasonable If you are unable to answer the questions in writing, you may
adjustment request to have an interview with your assessor.

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Please answer all the following questions:

1. Explain what you would do to make sure that you fully understand the needs of a customer.

Being an employee responsible for customer service, first of all, I would treat the customer with

attention, answering their questions in an agile way, and offering a humane and kind service. After
that, in order to make sure that I fully understood the customer's needs, I would double-check, that
is, confirm the main points in order to make sure that I understood the product / service that the
customer is looking for , including specifications, price, model, etc. This confirmation makes
customer service more objective, as well as reducing the risk of conflicts and delay in service due to
lack of understanding in service.

2. Write about a time when you had to offer an alternative product or service to a customer
(product match). How did you choose the alternative product or service to make sure it
satisfied your customer’s needs?

During the beginning of that year I worked for a few months in a shoe store. In one of my visits, I

attended a client who was looking for a specific model of Nike sneakers (women model: NikeCourt
React Vapor NXT). Unfortunately, when I consulted the store's internal system, I noticed that we no
longer had this model in stock (we had already ordered another batch to the Nike's factory, but that
order would take about 20 days to arrive and the consumer wanted to buy the sneakers in the same
the day I attended her). So, I did a quick survey with the client to understand all the requirements
she was looking for in a sneaker, and after understanding that, I offered another model (NikeCourt
Air Zoom Vapor Pro). This model is part of the same line as the model sought by the client, and
meets all efficiency requirements, mainly for racing and other sports, being even a little cheaper and
with 5 different colors for the consumer to choose. Luckily she loved sneaker and we were able to
make the purchase.

3. When and how would you appropriately communicate a customer’s rights and
responsibilities?

my opinion, it is extremely important that every employee who has functions related to customer
In
service is very clear when dealing with customers, always communicating their rights as consumers.
It is important that both the company and the customers have access to the manual with the laws
and regulations related to the customers' rights and responsibilities that can be consulted at any
time in the pre-purchase, during the purchase and in the post-purchase. Regarding how to
communicate, I would communicate the rights and responsibilities effectively so that the client really
understands all points, but always with great care and dedication to the client, showing ethics,
honesty and empathy.

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4. Explain what it means to “prioritise preferred sales options” and give an example.

Prioritise preferred sales options is when the employee is able to understand all the requirements

sought by the customer in a product / service, being able to give priority to the sales options that
best adapt to what the customer is looking for. For this, it is important to understand what the
customer's needs and desires are, asking the same questions to identify the requirements sought,
so the employee will be able to give the customer more purchase options. This is positive for both
the customer and the company, making the service quality and effective.

5. Describe a situation where you had a difficult customer. What actions did you take to make
sure you were able to meet their purchasing needs?

When I was working at the shoe store, I had a little difficult experience with another customer. It was
elderly man who was looking for walking shoes, but he had no idea of the model or brand he
an
wanted to buy. I asked several questions in order to understand what he was looking for, but he
didn't even know what requirements he was looking for in a sneaker. So, I was extremely patient
and during the service I discovered together with the customer, things that he would like a shoe to
have like: comfort, quality, durability. So, I took several models for the client to test. The service took
about 1 hour (usually a normal service takes less than 30 minutes), but I really wanted to guarantee
quality service and that the customer left the store satisfied with his purchase. After a long time of
service, we happily found a model that met all the customer's needs. At the end of the service, the
customer thanked me for the dedication and attention I gave him.

6. List four methods that sales people use to establish regular communications with customers.

There are several methods that sales people use to establish regular communications with

customers as:

1. Be Objective: It is important that the employee presents an objective and above all clear
communication so that the consumer can understand everything that is said. It is also important that
the employee adapts the language type according to the client, being more formal, informal, or even
speaking more slowly if the client does not understand English very well.

2. Pre-sale, sale and after-sale: To establish effective and regular communication, the sales people
must invest in communication with the customer before the sale, during the sale and especially after
the sale, in this way, the customer will feel valued at all stages, consequently communication will be
more effective.

3. Listen and Talk: An employee who knows how to listen to what the client has to say, facilitates the
communication process. The act of paying attention to what the consumer has to say, make them
feel respected by the company. It is also important that the employee knows how to communicate
with the customer, always showing empathy and willingness to help.

4. Continuous follow-up: One of the most important methods that can be used by sales people to
establish regular communications with customers is the follow-up of that customer at all stages of
the sales cycle. This monitoring can be done by: email, surveys, post information on social media,
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7. Explain the importance of the product/service referral process and the role networking
provides in supporting customer needs.

Product / service referral process is one of the most powerful selling and marketing tools available. It
important that every company understands that its target audience has points in common, but
is
each one searches and shares information differently, so it is important that the company is in all
possible communication and networking channels in order to reach customers with active
communication, as well as having access to the needs and desires of customers, in order to make
improvements in products and services. That is why the process of indicating products and services
is so important in order to support the needs of customers and for that the company needs to invest
in a network of networks whether with other companies or customers satisfied with their purchases.

8. List three technologies that can be used to make sure that organisations standardise
customer service feedback and provide up-to-date product information.

There are several technologies that companies can implement in order to make sure that

organizations standardize customer service feedback and provide up-to-date product information.
Here are a few:

. Web site
. Social Networks (Instagram, Facebook, Twitter)
. Online Surveys
. Customer service by phone (customer service center)

9. Why is it important to obtain informed consent from a customer? Provide an example.

Any and all decisions that the company is going to make and that involve the customer, must be

consented by the consumer, that is, the customer must authorize any action that involves their data,
especially the financial data and inform their decision / opinion clearly. Unfortunately, many
companies take advantage of elderly or disabled customers because they are a little more
vulnerable to this type of decision-making situation.

There are several principles that are related to obtaining customer consent. Among them, the three
main ones stand out:

1. Consent must be specific, by purpose: The client must understand why consent is being
requested, that is, what the company's purpose is, especially in the use of consumer data.
10. When entering customer data in the system, how can you be sure that the information is
applied to individual customers within a Customer Relationship Management (CRM) systems?
2. Consent must be voluntary: No company can compel a customer to give consent regarding the
of personal data or any other initiative. Consent must be given freely and voluntarily.
use
When the company uses a CRM system, the customer's data is monitored and managed not only

before or during the purchase, but there is also a post-purchase follow-up of that customer. Through
3. Consent
CRM must betoinformed:
it is possible carry out The company
a 360º must inform
management the marketing,
of sales, client regarding theand
service consequences
all points of of
giving or not giving consent when making the decision. It is extremely important
contact with the customer. To make sure that customer data is applied correctly in the that the client has
system, it is a
full understanding
important of why this consent
that the responsible is being
employee alwaysrequested.
double check the information and also do
adjustments on the system when necessary.
It is also vital that the company adheres to all customer service values and standards when trying to
obtain that customer's consent on any topic.

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TASK 3 - Project: Addressing customer needs at

BizOps Enterprises
Purpose You will demonstrate your skills and knowledge by completing a
scenario-based project.

Task overview You receive an email from Sarah Voss, Customer Service Manager.
and context Subject: New role and first task
Hello,
Congratulations on your promotion to the role of Customer Service
Liaison Manager at BizOps Enterprises. Your new main responsibility is
to focus on the needs of BizOps’s customers and communicate with
customers directly.
Please read the customer email complaint below. Refer to the ‘project
tasks & instructions’ section that follows for details about the tasks you
need to complete to respond to this customer and to fill out a
customer service report.
Please let me know if you have any questions. I hope you enjoy your
new position at BizOps Enterprises.
Kind regards,
Sarah Voss
Customer Service Manager

Customer Customer email complaint (Ref. C28641DB)

Complaint Dear Sarah Voss,
I am writing to complain about the service I received from the sales
staff at your flagship BizOps store in Kingston.
I wanted to buy a desktop computer and organise connection to the
internet. When I arrived at the store, it was very quiet and the sales
assistants were playing on their mobile phones. It was 22 minutes
before one of the sales attendants spoke to me. When I explained to
them what I wanted, they walked away. I thought they went to get
someone else to help me.
I explained again what I needed to a second person. The second
person, Gladys, pointed to the back of the store and said I would find a
tablet that would meet all my needs.
After viewing the product, I explained that I needed something with a
keyboard and a large screen, however Gladys talked over me and
continued to show me products that did not suit my needs. She
suggested that in the future I do my research before entering the store.

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I explained that I did not have access to the internet and she laughed at
me and said, “Everyone has the internet these days!”
As Customer Service Manager, I think you should be very concerned
about this. I left your store and I will never return. I will not be
recommending your products or services to anyone, as I found your
sales staff to be disrespectful and the customer service terrible.
Regards,
Mrs. Dorothy Burton
2965 Diamond Gully Rd
Kingston ACT
mrsdb@network1.com.au

Project Read the information about the customer complaint (Sarah Voss email
instructions above). Download the required templates and forms and complete the
tasks in the section below. You will need to access the following BizOps
Enterprises policies, procedures, templates and forms:
§ Company business plan
§ Document style guide
§ Customer service policy
§ Customer complaints procedures
§ Customer complaint feedback form
§ Customer complaint register
§ Customer service plan template
Access these documents in Moodle Assessment tab for this unit.
All project instructions must be performed satisfactorily for Task 3 to
be completed satisfactorily.
You must complete the project unassisted by the assessor or other
personnel, but may refer to reference material as needed.

Resources The following materials are required for this project to be completed.
required You will find these in Moodle Assessment tab for this unit.
o company-business-plan.pdf
o document-style-guide.pdf
o customer-service-policy.pdf
o customer-complaints-procedures.pdf
o customer-complaint-feedback-form.doc
o customer-complaint-register.doc
o customer-service-plan-template.doc
Computer/office equipment, including internet access and word-
processing software

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BizOps Enterprises forms (these can be accessed in Moodle Assessment

tab for this unit).

Assessment The assessment will take place in a simulated workplace environment

conditions where evidence gathered demonstrates consistent performance of
typical activities experienced in the customer service field of work and
include access to:
§ office equipment and resources
§ business technology
§ organisational policies, procedures, quality systems, manuals
and guidelines for customer management
§ examples of products/services and promotional strategies
§ interaction with others.

Reasonable If you are unable to undertake the project as designed, please speak to
adjustment your trainer/assessor.

Project tasks & instructions.

Read the information in the section above carefully and complete the following tasks.

Follow complaint procedures

1. Using the information in the task overview and customer complaint, prepare the
following using the templates provided:
a. Customer complaint feedback form

b. Customer complaint register

c. Customer service plan

Continue tasks below:

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Email response
2. Write an email response to the customer who has made the complaint. Use the appropriate
email structure including correct grammar and use clear language. You must be familiar with
and use the BizOps Enterprise’s document style guide.

Recipient: Dorothy Burton (mrsdb@network1.com.au)

CC Sarah Voss (sarahvoss@bizops.com.au)

BC

Subject: Customer email complaint (Ref. C28641DB) - 10/05/2021

Mrs. Dorothy Burton,

First of all, I hope you are doing well and that you are safe during this pandemic time.

We received your complaint email, and on behalf of BizOps, I would like to apologize for what
happened. This type of customer service is certainly not the type of service we seek when designing
our BizOps customer service policies and practices.

We want to inform you that corrective measures are already being taken in relation to store
employees, especially the attendant who provided customer service for you (Glayds Parker).

In order to resolve this discomfort that the service brought you regarding our store, I would like to
offer you an 80% discount coupon for the purchase of the desktop computer you are looking for. By
the way, I am going to call you and talk a little more about what happened.

Regards,

Izadora Giatti Dias

Customer Service Liaison Manager
BizOps
Disclamer:
25 End Lane
CONFIDENTIALITY NOTICE AND DISCLAIMER This email (including any attachment to it) is confidential and may also be privileged
Brookvale NSW 2189
and exempt from disclosure under applicable law. Accordingly, if you are not the intended recipient, please notify us
immediately and delete this email (including any attachment to it) from your computer system. You should also not disseminate
or copy the email. We do not assure the security of information electronically transmitted and your communication with us
Telephone: (02) 5678 1234
through such means signifies your acceptance of any risk attaching thereto. Any statement contained herein is not to be
Free-call: 1300 121 212
construed as an offer to enter any contractual obligation nor an acceptance of any offer. Thank you.
Facsimile: (02) 5678 1233

STUDENT OBSERVATION: The above email was developed based on the document style guide.

Unfortunately, some formatting points could not be followed because the email was typed into the

assessment pdf itself (eg. the formatting for Arial 10).

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Customer Service Report

3. Respond to the following by creating a comprehensive customer service report. Each
response you provide will form your report.

a. Explain in detail what you can do to prevent this situation from happening again.

In order to prevent this problem from recurring, the company is investing in a training program for

sales employees with a focus on customer service, as well as all employees are aware that if they
have any negative feedback from customers, the situation will be analyzed and they may undergo
corrective measures.

There are some improvement strategies that will be implemented to improve BizOps' current
customer service. Here are some steps below:

. Investment in training, courses and workshops focused on Customer Service.

. Individual feedback meeting with each employee.

b. Explain how sales staff need to match products and services to make sure they meet
. Team feedback meeting.
every customer’s needs.
. Investment in a mentoring and coaching program in order to encourage the development and
In order to match products and services to make sure the customer's needs are being meet, it is
training
of sales employees.
important that the sales team has a positive attitude towards the customer and especially that the
attendants show the ability of effective communication. Communication is the key to ensuring that
. Implementation of new policies and procedures aimed at Customer Service:
the company can understand the customer's needs and requirements, so that the attendant can
recommend the ideal product to satisfy those needs.
1. The use of cell phones during working hours is strictly prohibited.
2. Employees who act against the code of conduct and ethics will be punished (in extreme
Below are some measures that can help the communication between the attendant and the
cases, employees will be dismissed from the company).
consumer to be effective:
3. Customer service must always be of excellence, achieving at least 9 score feedback.

1. Be genuine and increase referrals

2. Respect the customer

c. Describe the process (or training) that needs to be undertaken to make sure that staff
can describe the details of BizOps’s products or services and provide customer service in
3. Remember that communication is effective when it’s two-way
line with the customer service policy
4.
Become a trusted partner
In order for the sales team to be prepared to provide excellent and quality customer service

following the customer service policy, BizOps will organize a training and development program, as
5. Encourage transparency by being transparent
follows:
6. Listening is important
05/11 - 25/05: Preparation of the Customer Service Plan.
7. Be consistent and constant
28/05: Approval of the plan by the company's board of directors.

31/05 - 04/06: Training of all BizOps employees (all stores). Training will take place every day
(09am to 12pm) for the period of 1 week, in order to certify that all employees will be trained.

05/06 - 15/06: Workshops focusing on Customer Service (9am to 11am)

15/06 - 30/06: Short online courses available on the BizOps Intranet - focus on Sales Strategies and
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d. Describe products/services that could have matched Mrs Burton’s needs and explain
why.

When Mrs. Burton entered the store, she told the attendants that she wanted to buy a desktop

computer. When she was directed to the back of the store and she accessed the BizOps tablet,
there were more options for laptops than for desktop computer. Mrs. Burton's needs are very clear:

. Computer Desktop
. Keyboard separeted
. Large screen

Therefore, I believe that the two models below would perfectly meet her needs:

1. Asus M241 24 "Full HD All-in-One PC (1.5TB) [Ryzen 7]

- 23.8
e. "Full HD (1920 x 1080) 16: 9 display
Explain Mrs Burton’s consumer rights and responsibilities.
- AMD Ryzen ™ 7 3700U processor (2.3 - 4.0 GHz)

First
- 512GBof all,
SSDit isand
important
1TB HDDto emphasize
storage that both consumer rights and responsibilities are protected
-byWired
Australian
keyboardConsumer Law.
and mouse

As Mrs. Burton did not complete the purchase of the product, some responsibilities may don't apply
https://www.jbhifi.com.au/products/asus-m241-24-full-hd-all-in-one-pc-1-5tb-ryzen-7?
to her case. Here are the rights and responsibilities that Mrs. Burton has as a consumer:
queryID=3f47870463ad8312bd81c7d2f68807ef&objectID=474215

Rights:
2. HP Pavilion 9EG81AA 27 "FHD Touchscreen All-In-One PC (512GB) [Intel i5]

1.
- 27Repair, replace,
"BrightView refund: If theFHD
WLED-Backlit product
(1920purchased / service purchased
x 1080) Touchscreen Displayby the consumer has a
minor
- Intel®problem,
Core ™the company
i5 10400T may choose
Processor to provide
(2 - 3.6 GHz) a free repair instead of a replacement or
refund.
- 512GBInSSDcases of major problems with a product, the consumer has the right to request a
Storage
replacement or even a refund, as for services, the consumer can request a refund or obtain a
discount on the service due to quality.
https://www.jbhifi.com.au/products/hp-pavilion-9eg81aa-27-fhd-touchscreen-all-in-one-pc-512gb-inte
f. Describe methods or processes that could be used in the future to meet the needs of
l-i5?queryID=f8a00ce06c10268dee5d3f0251c0c3cc&objectID=432272
Mrs Burton and other customers.
2. Compensation for damages & loss: The consumer can request compensation for damages and

losses suffered due to a problem with a product or service, if the supplier could have reasonably
previously
anticipated
As thementioned,
problem. This
in mycompensation includes
opinion, the main andthe
bestcosts caused
method thatbycanthebespecific
used inproblem.
customer
service is the establishment of effective communication with the customer, that is, the attendants do
3. Warranties:
everything Most products
to understand whatandtheservices
customer are warranted,
wants and what regardless
they are.oftheir
anyneeds,
extra warranties the
through clear,
supplier
respectful may give or sell. The
communication, guarantee
in which can be
the client related
notices thatto:the
quality, performance,
employee condition,
is really open and willing to
durability.
help them,Inknowing
case the manufacturer
how / supplier
to listen to what does has
the client not fulfill
to saythe warranty,
(active the consumer
listening) as well ashas rights
against the company.
implementing There istechniques,
communication also the warranty
asking against
questions defects, warranties
and always acting in ethically
plain language and
during the
extended
service. It warranties.
is important that every salesperson knows the products and services offered by BizOps,
as well as showing empathy and being honest with the customer throughout the service.
Responsibilities:

1. Exercise
the right: It is the responsibility of each consumer to know and exercise their rights when
buying or purchasing any product / service.

2. Stay informed: It is important that the consumer remains informed about how to use products and
services, so it is important to read and follow all instructions in manuals and support booklets
developed by the manufacturer / supplier.

3. Complaints: It is the consumer's responsibility to present complaints and report irregularities to

the supplier / manufacturer when any problem with the purchased product or service is identified.
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4. Acquisition of goods and services legally: Every consumer must acquire goods / servicesPage 12 of 19
legally.
Customers who buy illegal products / services are contributing to the growth of unregulated
companies.


g. What are variations within a limited product and service range?

First of all, it is vital that every employee receives adequate training on the products sold by the

store. Regardless of having similar aspects every product / service is unique and has unique
specifications (power, model, durability, functionality, brand, price, manufacturer's guarantee, etc.).
It is these variations that distinguish each other's products / services. Therefore, it is important that
the seller seeks to understand the needs and requirements of customers so that he can address
these needs, identifying appropriate options for what each customer is looking for. That is why it is
vital that the attendant establishes effective communication and collaborates so that all details are
considered. It is also important to understand that customers differ from each other, so some have
researched the product before and often arrive at the store with an option in mind, however other
consumers will need extra help, especially to understand the variations between products and thus
be able to make your purchase decision satisfactorily.

h. Describe how you will assist customers to evaluate service and/or product options to
satisfy their needs.

The best way to assist customers to evaluate service and / or product options to satisfy their needs
to have knowledge about these products, because if the customer has doubts and the attendant
is
does not have enough knowledge to clarify these doubts, the service becomes flawed and poor.
Having knowledge, it is important that the employee also follows some steps such as:

. Invest in a brief questionnaire to understand the customer's needs.

. Offer product / service options that are in accordance with the identified needs and requirements.

. Adapt the approach and language to serve the customer in the best way.

. Effective communication.
i. Explain how you will apply organisational protocols to meet team expectations
. Activeassociated with your own work.
listening always.

The protocols developed by BizOps are implemented in the search for quality customer service to
delivered and also for good practices to be spread among employees. So, as an employee I will
be
apply the guidelines, standards and practices in my day to day work, doing my best to be an
example role for my teammates, as well as to contribute to the performance of the sales team as a
whole.

Therefore, as a sales clerk I will endeavor to always demonstrate:

. accuracy and efficiency in terms of the products and services that the company provides

. professional courtesy in all dealings with customers (both internal and external)

. accountability for my actions and the service I provide

. integrity

. a high level of product and service knowledge

. effective communication skills.

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. provide high quality customer service


j. Explain why it is important to develop and implement plans for routine and non-routine
tasks (what are the objectives?)

Within BizOps or any other company, each employee occupies a different position and has different

responsibilities. Regardless of having to perform routine tasks (tasks that you regularly perform) or
non-routine tasks (new tasks / sporadic tasks) it is extremely important that the employee is equally
concerned with the execution of these tasks, so it is vital to develop and implement plans for
management and carrying out these tasks, giving the employee control over what they are doing as
well as being able to organize their list of activities and priorities effectively.

k. Describe how you will align BizOps’s goals and expectations to achieve desired sales and
customer satisfaction.

In order to align BizOps's goals and expectations to achieve desired sales and customer

satisfaction, a Customer Service Plan was developed, obviously focused on customer service, but
also developed to improve employee performance through sales strategies and consecutively bring
greater results in sales for the company.

Within the Customer Service plan, a SMART goal was defined, as follows:

S. Develop an effective Customer Service Plan that prioritizes the customer above all, taking into
account their needs and offering ethical, quality and objective service.

M. Positive feedback from all customers regarding the quality of service provided by the sales team

l. Explain the potential difficulties in customer service.

A. Investment in training (elaborating a budget control and a schedule)

The customer service depends not only on the correct approach of the sales team, but also on the
R.
The creation and implementation of a Customer Service Plan is vital for the company to continue
receptivity and reaction of the consumer, that is, just as consumers find it difficult to be served,
delivering quality service, based on respect, dedication and empathy for its customers
employees also encounter barriers when serving customers. Here are some potential difficulties in
customer service:
T: 25/05/2021

. Difficulty understanding customer needs and requirements

. Having to deal with a rude and rude customer

. Not having product in stock

. Having to attend multiple customers at the same time

. Not having enough knowledge of a product / service

. Having difficulty identifying measures to solve customer problems

. Lack of customer centricity

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m. Describe how you will establish regular communication with customers.

In order to establish regular communication with customers I will implement some effective

communication methods, as shown below:

1. Be Objective: It is important that the employee presents an objective and above all clear
communication so that the consumer can understand everything that is said. It is also important that
the employee adapts the language type according to the client, being more formal, informal, or even
speaking more slowly if the client does not understand English very well.

2. Pre-sale, sale and after-sale: To establish effective and regular communication, the sales people
must invest in communication with the customer before the sale, during the sale and especially after
the sale, in this way, the customer will feel valued at all stages, consequently communication will be
more effective.
n. Describe how to establish, maintain and expand relevant networks to ensure
3. Listen and Talk: An employee who knows how to listen to what the client has to say, facilitates the
appropriate referral of customers to products and services internal and external to the
communication process. The act of paying attention to what the consumer has to say, make them
organisation.
feel respected by the company. It is also important that the employee knows how to communicate
the customer, always showing empathy and willingness to help.
withpreviously
As mentioned, the product / service referral process is one of the most powerful sales
and marketing tools available. It is important that every company understands that its target
4. Continuous
audience follow-up:
has points One of the
in common, butmost
eachimportant methods
one searches and that caninformation
shares be used bydifferently,
sales people
so ittois
important that the company is in all possible communication and networking channels to reach of
establish regular communications with customers is the follow-up of that customer at all stages
the sales cycle.
customers. WithThis monitoring
a view to this, incan be to
order done by: email,
establish, surveys,
maintain andpost information
expand on social media,
these networking
call, chat, or
networks, textmeasures
some them. can be taken such as:

. Investment in high standard customer service

. Investment in sales strategies

. Be present in different communication channels (eg paid online media, social networks, website,
commercials, print media, etc.)
o. What procedures might you implement to ensure that decisions about the targeting of
customer services are based on up-to-date information?
. Pre-sale, during-sale and after-sale monitoring

In order to ensure that decisions about the targeting of customer services are based on up-to-date
. Search for itperiodic
information customer
is important feedback
that as a manager I follow all procedures related to the registration,
storage and adjustment of documents. All information must be registered and stored correctly in
. Fidelityinternal
BizOps' programsystem. Following these procedures I will have more control and organization of
information, making it easier to find the necessary data as well as making adjustments that will
. Partnership
impact programs
the direction with other
of services local companies
/ products (indication
to customers. of customers)
Through the registration of information, it is
possible to consult data from customers, competitors, suppliers and BisOps itself. Within this data
. Sponsoring
we can mention:events so thatfeedbacks,
customer prospects get to know
analysis the store information about products and
of competitors,
services, customer service analysis reports and etc.
In general referrals can be obtained as well from:

. existing customers
. a professional or industry association
. a service or recreational club you belong to
. another professional you do business with
. complementary business.

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p. Explain why it is essential that up-to-date procedures and other workplace

documentation communicate complex information clearly and effectively.

First of all, it is always important for the company to review its policies, practices and procedures not
related to customer service (products / services) but also in general on a periodic basis (if
only
possible every six months), since from time to time times it is always necessary to make some
adjustment in the company's procedures. Considering this, it is also important that these updated
procedures as well as other documentation are prepared and formatted in order to communicate
information (often complex) in a clear and effective way, both internally (for employees) as well as
procedures and documents that involve the clients. When communicated in a clear and effective
way, the information is assimilated more easily, thus, the employees will be better trained as well as
the customers will have more clarity about the processes.

q. In your new role, how will you make sure that procedures are put in place to ensure that
referrals are based on matching customer needs with availability of products and
services?

In order to ensure that the procedures are implemented to ensure that the references are based on
correspondence of the customer's needs with the availability of products and services, as a
the
manager I will use an inventory monitoring and control software called Xero, through this software I
will be able to manage the products in stock at BizOps, in order to reduce the risk of the product
running out and because of that the company will lose sales as well as lose the chance to retain a
consumer. Another positive point of the software is that I can include a list of my suppliers in it, so
once I identify that I need to replenish stock, I can get in touch with my suppliers quickly.

r. Explain how you will assist BizOps’s customers to ensure their needs are clearly
articulated.

To assist BizOps’s customers to ensure their needs are clearly articulated, as a customer service

manager I will endeavor to not only offer tools and training to my team members, but I will also be a
role model. For this, I will always welcome customers with empathy, asking them to understand their
purchasing needs, acting with active communication, knowing how to listen to what the customer is
saying, explaining to the customer their rights and responsibilities, offering products / services that
are according to the customer's needs, offering similar products / services when the first option is
not available, in short, I will literally do my best to deliver the best customer service and purchase
experience possible.

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s. How should BizOps maintain records of customer interaction in accordance with

organisational procedures?

According to BizOps organizational procedures, any record-keeping process ought to be explicitly
out in organization procedural manuals or similar. It is also extremely important that all customer
set
interaction records are securely stored in the company's internal system. These records involve
information such as: personal data of the customer, information about the purchase made,
comments, feedbacks. Therefore, it is vital that documents are protected with a password, so that
only authorized people have access to them. If any customer interaction record is in hard copy
format, it is important that this record is scanned for backup purposes and that the hard copy is also
stored in a secure location (eg lockable cabinet). Records of interaction with customers are precious
materials as this information helps the company to improve its processes more and more, as well as
being able to monitor and manage its customers.

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TASK 4: Role-play & Observation

Purpose Your performance will be documented while being observed by your
assessor.

Role-play After replying to the customer complaint by Mrs. Dorothy Burton, you
Scenario will be making a phone call to confirm the customer has received your
email and offering her ongoing support to address her purchasing needs.
This will need to include providing product options and making the
customer a special offer in line with company policy.
In your conversation with the customer you will need to reflect your
customer service skills and be familiar with BizOps business and service
policies, including:
§ Unique selling position (BizOps Business Plan extract)
§ Customer Service Policy
§ Customer complaints policy

Role-play You will participate in a phone call role play with another student. You
instructions will be the “Customer Service Liaison Manager” at BizOps Enterprises
and another student or colleague can take the part of the female
customer, Mrs. Dorothy Burton.
You may record your phone-call using your phone or other device and
play your recording to your trainer/assessor who will assess your
performance according to the checklist below. Alternatively, you may
perform your phone-call role play live, in front of your trainer/assessor.
Your trainer/assessor will assess your required skills and knowledge
according to the observation checklist when you present your phone call
recording in person or perform your role-play live.

Resources The following materials are required for this observation to be

required undertaken:
ž Computer/office equipment
ž Relevant organisational guidelines, policies, procedures,
templates and forms related to customer service

Assessment Your assessment will be conducted in a simulated work environment,

conditions where evidence shows consistent performance of typical activities
experienced in the customer service field of work and you will have
access to:
§ office equipment and resources
§ business technology
§ examples of products/services and promotional strategies

Reasonable If you are unable to undertake the role-play as designed, please speak to
adjustment your assessor.

§ interaction with others.

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Observation checklist
You will demonstrate the following performance criteria:

Clearly articulating customer’s needs using:

§ language suitable to diverse audiences

§ active listening and effective questioning

§ techniques to confirm understanding and encourage feedback

Communicate effectively with customers using:

§ appropriate warm and friendly voice tone

§ Open & closed questioning to meet customer’s needs

Explaining products/services and how they match customer needs

Recognising and taking responsibility for addressing predictable and non-predictable

problems by:

§ contacting the customer and addressing customer issues

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