Assessment Task 3 BSBCUS501 Manage quality customer service

Monitor and improve customer service

Submission details

Student’s name 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 a Simulated Business
document 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

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Assessment Task 3 BSBCUS501 Manage quality customer service

improve the delivery of customer service at Innovative Widgets.

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

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

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Assessment Task 3 BSBCUS501 Manage quality customer service

iv. procuring/getting, purchasing appropriate technology to address customer

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

A bunch of KPIs for client care colleagues and an arrangement or method for checking
colleagues' presentation

AREAS KPIs ACTION TIM RESOU PERSON MONITO

S E RCES RESPONS RING
FRA NEEDE IBLE ACTIVIT

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Assessment Task 3 BSBCUS501 Manage quality customer service

ME D IES

1. Diminish -Customer Mont Framew Communica Every

Call/enquiry/gri taking care dealing hly orks on tions team month
evance taking of time with time the web monitor
care of time to ...By close to for the
… 10 example, implement
..Attending minutes email or ation and
call inside live visit ongoing
3 rings. on the manageme
- propose web nt of
get back also, by strategic
to choices telephon plan
e

2. Following Creating Observing Week Report IT Monthly

hierarchical perception key ly each department sales report
techniques of administra month from sales
possession tion and item and
inside the execution keep
group on a checking
consistentl month to sales
y. month

3. Fabricate a Propose Year Client's Managers Send

Distinguishing solid trust client of by input feedback
client issues and and choices to year from to
freedoms to affinity give their customers
build consumer with client input, via email
loyalty or offering feeling
address client great client them
issues assistance esteemed.
which
should be
100%

4. Helping Appreciati Give Mont Strength Supervisors Daily &

colleagues to on and client hly relations Weekly
improve client affirmation support hip report –
administration of preparing get
individual feedback
execution from
customers
with
employee
name,
check the
process
how staf

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Assessment Task 3 BSBCUS501 Manage quality customer service

solve the
complaints
. If staf
couldn’t
solve well,
provide
training &
coaching

5. Helping other Understan Observing Week Report Managers Collect

inward clients ding the key ly each feedback
of client issue administra month from
assistance group totally and tion and customer
100% execution and try to
guarantee reflect in
on the goal organizatio
which you n
offer

6. Client Individuals Month to Daily Build up Managers Collect

maintenance who month their buy feedback
caused request choice from
buys inside rate status customer
60 days of for and try to
their dynamic reflect in
participati clients organizatio
on to n
establish
of 80%
part
initiation
rate

7. Deals Deal Inspect Year Figure Sales Monthly

towards the rate at by department sales report
80% of
specific which the year from sales
item and associatio prevail item and
administrat n deals upon keep
ions are income is intermitt checking
estimated pacing ent sales
to produce 80% of
65% developm time
benefit. ent and way
ask that
also,
data in
essential compare
dynamic it
to target

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Assessment Task 3 BSBCUS501 Manage quality customer service

esteem
also,
past
executio
n
report to
support
deals
group

Survey / Questionnaire to gather customer feedback

Feedback form

QUESITION STONGLY DISAGRE NEUTRA AGREE STRONGL

DISAGRE E L Y AGREE
E

As a client I feel
esteemed by
Innovative Widgets.

Innovative Widgets
staff individuals are
affable and
accommodating.

My buys were
constantly conveyed
when guarantees and
were free from
defects

Innovative Widgets
is proficient and
coordinated as an
organization

The client care

office was not
difficult to get to
and taken care of
expertly my
issues/needs.

I'm fulfilled as a

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Assessment Task 3 BSBCUS501 Manage quality customer service

client of Innovative
Widgets

I would suggest
Innovative Widgets
administration/item
to other individuals.

Report containing proposals for development of client support at.

This report is addressed to Innovative Widgets supervisory crew and contains suggestions for
development of client care.
Imaginative Widgets is an organization that gives parts to apparatus utilized by organizations
across businesses. As its vision states: "To keep up all Australian business running without
issues utilizing protected, quality gadgets", Innovative gadgets has a trade off in making life
simpler.
As a client care administrator in this organization, my job is to help my colleagues and
guarantee that we give greatness in client support keeping up our picture in a high sure level
with our customers.
Throughout the most recent couple of months we have been getting negative criticisms, which
took regarding an earnest plant for development of or administration.
Subsequent to gathering every one of the inside and outer inputs, we ran over incessant issues.
As a matter of first importance, I might want to give a few proposals of how we ought to
improve our client care:
Give Customer administration preparation
Not give customer advantage planning exactly when we get a couple of issues. Through the
checking plan/system in as often as possible, we need to perceive what our stafs need to more
improve their displays. In like manner, it will be great that make the structure which all staff
must goes to customer advantage planning in regularly, for example, four hours two days in
reliably.
Make the report after happen a few issues with clients
Each staff should top of the report when issue causes. Have a social event every morning and
inspect pretty much all issues which happened yesterday. It should be viewed as affiliation
customer advantage. Also, once in seven days, it must get up to speed all of the systems which
hasn't handled or efectively understood. This is imperative for customer upkeep as well
Redesign conveyance track framework For staying away from movement issues, need to
redesign transport track structure. Each an each thing ought to have numbers, every customer
can follow their solicitation with this number on our site. Moreover, when movement
individual get signature from customer on transport machine, we will get message and have
the ability to check our thing is passed on to right customer.

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Assessment Task 3 BSBCUS501 Manage quality customer service

The motivation behind why I am demonstrating these four proposals is that by investigating
them with subtleties we can cover all/practically the entirety of our issues.

- We can break down the base of our issues and update the cycles which are not all that
supportive or didn't show up with the organization's and market improvement;

- Our client assistance representatives are our cutting edge in the organization. They are
fundamentally the picture of the organization. Is exceptionally fundamental that they follow
arrangements and strategies, know about their job and have abilities for managing diferent
circumstances. Preparing brings information, assists with getting measures, and furthermore
brings the cognizance that everybody needs to reuse, to get new data.

- By refreshing the site for a self-administration arrangement we make our clients' life simpler.
Simply by looking on the site they may have data that could take longer to get by calling the
client care focus.

- Getting criticism from our clients is consistently essential. Indeed, even sure with our
exhibition in the market we actually need to know from our clients on the off chance that we
are living up to their desires and accomplishing association objectives. Numerous clients don't
actually like to share a criticism as the overviews are long and tiring.

As Innovative Widgets mission states, we are continually looking for enhance better
approaches for assembling and testing gadgets, and this incorporates cycles of conveying
administration. So the time has come to look for new innovation to assist us with crossing
over the current holes, for example, new programming, automatize measures, and so on. The
proposed Customer Service Improvement will lead the improvement of client assistance
across Innovative Widgets' administrations throughout the following a half year, when it
ought to be changed in the wake of examining the outcomes.

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