Assessment Task 2 BSBCUS501 Manage quality customer service.

Manage and develop the team.

Submission details

Student’s name ALBERT JAIR AVILA Student no. CRI0100IKL

VEGA

Assessor’s name

Assessment site

Assessment date/s 22/05/2021

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/skill to ensure delivery of quality service
through handling customer complaints, monitoring/checking team performance, and
intervening/taking action to develop team abilities to overcome difficulties in providing
quality customer service.

Assessment description
You will use scenario information (provided) to address customer service issues through:
● monitoring customer service team performance to identify causes of customer service
shortfalls/losses.
● addressing a complex /difficult customer complaint

● coaching an underperforming customer service employee in a role-play 1

Procedure

Part A
1. Review the information about Innovative Widgets that you gathered in Assessment
Task 1 and in the Simulated Business document.

Role Play - the acting out or performance of a particular role, either consciously (in training) or
unconsciously.

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Assessment Task 2 BSBCUS501 Manage quality customer service.

2. Read the scenario provided in Appendix 1 of this task.

3. Review the customer service call data in Appendix 2 and analyse/review data to
identify possible causes of customer service shortfalls/losses.
4. Write a brief report (no more than 1 page) to the board of Innovative Widgets to:
a. Summarise/list customer service team performance.
b. Identify/show possible causes of customer service shortfalls.
c. Identify/show options/choices to address the problem/s.
5. Follow the customer complaints policy and procedures provided in Appendix 3 of this
task to draft an email to Yore Mine Co. to clear up the misunderstanding and address
their concerns. Ensure that your support of the customer provided is consistent/regular
with principles/values of customer service set out in the Innovative Widgets business
plan and the customer service plan you develop in Assessment Task 1.

Part B
1. Prepare to participate in a role-play with Mary (your assessor) to address her
performance issues. You need to prepare to:
a. run structured coaching session.
b. ask questions to understand and clarify/make clear Mary’s perspective/angle.
c. describe the policy and procedures for handling customer complaints.
d. outline techniques for dealing with different types of customers according to their
needs (e.g., dealing with small customers compared to dealing with significant
customers such as Yore Mine Co.)
e. explain techniques for solving customer complaints.
f. document the coaching session and its outcomes in accordance with the
recordkeeping policy and procedures developed in Assessment Task 1.
2. Arrange a time with the assessor to complete the coaching role-play and complete the
role-play.
3. Submit the required documents for assessment as per the specifications below. Be sure
to keep a copy for your records.

Specifications
You must:
● submit a customer service report.

● submit an email to resolve a customer complaint.

● participate in a coaching role-play observed by the assessor.

● submit a coaching plan (Appendix 4).

Your assessor will be looking for you to demonstrate:

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Assessment Task 2 BSBCUS501 Manage quality customer service.

● reading skills to interpret/understand Innovative Widgets information

● writing skills to match your style of writing to the documents’ purpose and
audience/interested people.
● communication skills to:

○ articulate/explain-express organisational systems and policies.

○ use listening and questioning techniques to understand performance issues.
● numeracy/mathematical skills to interpret customer service data.

● work skills to:

○ apply Innovative Widgets organisational protocols to complaint resolution/fixing

up and coaching.
○ recognise and account for strengths and experience of others to achieve
outcomes.
○ provide support to team member.
○ address complex/complicated difficulties using problem-solving techniques.
● technology skills to prepare and present documents.

● knowledge of organisational (Innovative Widgets) policy and procedures for handling

customer complaints
● knowledge of techniques for dealing with customers with specific needs.

● knowledge of techniques for solving complaints.

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Assessment Task 2 BSBCUS501 Manage quality customer service.

Appendix 1: Innovative Widgets scenario

You are a customer service manager. It is currently December, and over the last few months,
you have been receiving feedback from customers that customer service is just ‘not what it
used to be’. The board of Innovative Widgets has been made aware of the decrease in
customer service quality and wants to know what you are going to do to fix the problem.
Mary is a member of your customer service team at Innovative Widgets. Her role is to receive
telephone enquiries and complaints.
You have observed the following:
● Mary has been rude to customers on several occasions. This behaviour contravenes
company policy on the knowledge of the importance of friendly service to customers of
Innovative Widgets.
● Mary has recently developed a habit of letting the phone ring and then placing
customers on hold. This behaviour contravenes company policy on the knowledge of
the importance of prompt service to customers of Innovative Widgets.
● Yesterday Mary received a complaint from a customer:

‘I work as a buyer for the state’s largest supplier of mining equipment, Yore Mine
Co. We provide a lot of business to Innovative Widgets.
I ordered 1,000 x 7 mm widgets for delivery last Friday. I was promised that the
delivery would arrive within three days. It is now a week later, and they still have
not arrived. My production manager just telephoned me to say he might fail to
deliver a major order unless the widgets arrive in the next four days.
A few weeks ago, a consignment of widgets arrived from Innovative Widgets, but
they were 6 mm widgets rather than the 7 mm I had ordered on that occasion.
I am considering going to another supplier for your widgets even though Innovative
Widgets are the only Australian supplier. I could get them cheaper from China, but
the saving is not great when you add in the extra shipping costs.
I am going to begin legal action if the widgets do not arrive today. I might order the
widgets from China from now on.'

● Mary misunderstood and thought that the customer had ordered the products yesterday
and argued with him. She accused the customer of being unreasonable as Innovative
Widgets is an industry leader in guaranteeing three-day delivery.
When the misunderstanding was eventually cleared up, Mary was not sure how to track
orders or reorder the products. She said there was nothing she could do as Innovative
Widgets’ procedures did not seem to cover this issue.
As the customer service manager, you will need to write an email to Yore Mine Co. to clear
up the misunderstanding and address their concerns.
You will also need to demonstrate your knowledge of how to develop team members and
coach Mary to improve the quality of her customer service.

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Assessment Task 2 BSBCUS501 Manage quality customer service.

Use the Innovative Widgets Complaints policy and procedures document in Appendix 3 of
this task to assist you.
The following is an excerpt from Innovative Widgets’ business plan.

Business plan excerpt

Vision statement
To keep every Australian business running smoothly using safe, quality widgets.

Mission statement
● Innovate/ Create new ways of manufacturing and testing widgets.

● Deliver consistently/regularly high-quality customer service internally and externally.

● Keep Australian businesses buying Australian widgets through quality products and
second-to-none customer service.
● Have the best safety record of any widget company.

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Assessment Task 2 BSBCUS501 Manage quality customer service.

Appendix 2: Customer service data

Call Frequency per month

Jan Feb March April May June July Aug Sep Oct Nov Dec

Number of calls 1200 1150 1320 1300 1260 1320 1380 1350 1400 1480 1560 -

Variation in number of –2% –2% +3.5% –1.5% –0.5% +4% +4.5% +3.5% +7% +10% +12%
calls from previous year

Customer service staff

Employee Jan Feb March April May June July Aug Sep Oct Nov Dec

Supervisor John John John John John John John John John (Annua (Annua John
l leave) l leave)

Customer service officer Mia Mia Mia Mia Mia Mia Mia Mia Mia Mia Mia Mia

Customer service officer Nitin Nitin Nitin Nitin Nitin Nitin Nitin Nitin Nitin Nitin
(quit)

Customer service officer Jonas Jonas Jonas Jonas Jonas Jonas Jonas Jonas Jonas Jonas Jonas Jonas

Customer service officer Taya Taya Taya

(new)

Customer service officer Mary Mary Mary

(new)

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Assessment Task 2 BSBCUS501 Manage quality customer service.

Appendix 3: Complaint’s policy and procedures

Innovative Widgets
Complaints Policy and Procedure

Purpose The purpose of this policy is to ensure the management of complaints is

carried out consistently/ regularly and reliably fairly and transparently and
in accordance with organisational requirements.

Scope The scope of this policy covers the management of customer complaints
by employees and contractors of Innovative Widgets.

Resources The purpose of this policy is to ensure the management of complaints is

carried out consistently/ regularly and reliably fairly and transparently and
in accordance with organisational requirements.

Responsibility Responsibility for the implementation of this policy rests with employees
and management of Innovative Widgets with responsibility for managing
customer complaints.

Relevant ● Privacy Act 1988 (Cwlth)

legislation etc.
● Equal Opportunity Act 2010 (Vic)

● Competition and Consumer Act 2010 (Cwlth).

Updated/ 10/2011 – John Doe CFO

authorised

To manage complaints – customer service representatives

1. Greet the customer courteously/politely and give them your name.
2. Listen fully to what the customer is saying. Try to gather all the facts about the
complaint and jot/write them down. Ask questions and summarise what they are saying.
3. Never argue with the customer.
4. Apologise for any product fault or poor service. Be sympathetic/understanding. Ask if
the customer will allow us to send the faulty item to our quality department for testing.
5. When you have all the details about the complaint, ask the customer how they would
like it to be resolved/sorted out.
6. No product replacements are within all staff members’ authority.
7. All staff members can use their professional judgement and refund an additional 10%
of the value of the faulty product up to a maximum value of $25.

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Assessment Task 2 BSBCUS501 Manage quality customer service.

8. Complaints involving damage to other property are covered by our insurance. Help the
customer to complete the Claims Form and ask if the customer can obtain quotes for
repairs.
9. All complaints involving injury must be referred to the Customer Service Manager.
Agree a suitable time for the Customer Service Manager to call the customer.
10. Any complaint that is not covered in the above procedures must be directed to the
Customer Service Manager. Agree a time for the Customer Service Manager to call the
customer.

To manage complex complaints – customer service manager

1. Once you are alerted to a complex customer complaint, gather all the available details
about the customer, and the problem being addressed.
2. Before contacting the customer, decide on what actions need to be taken to address the
problem:
a. At a system level (create systems/processes), to prevent similar problems
occurring in the future.
b. For the specific/exact type customer who has made the complaint
3. Once you have identified actions to be taken, contact the customer as soon as possible.
4. In your customer contact:
a. Summarise/brief the facts and the problem as you understand it and make an
apology for the mistakes Innovative Widgets is responsible for.
b. describe what Innovative Widgets is going to do at a systems level to prevent or
minimise these types of mistakes for all customers in the future.
c. Describe what Innovative widgets is going to do to solve the customer’s specific
problem immediately.
d. Describe when you will follow-up with the customer to see if their problem has
been resolved.
e. Ask if there is anything else the customer needs to resolve the situation or repair
the relationship.

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Assessment Task 2 BSBCUS501 Manage quality customer service.

Appendix 4: Coaching plan template

Coaching phase Notes/questions/planning

Goal and
performance
expectations

Reality of actual
performance

Opportunities to
develop

Willingness to
develop and
commitment

2015 Innovation and Business Industry Skills Council Ltd / Modified December 2020
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Assessment Task 2 BSBCUS501 Manage quality customer service.

Part A

Innovative widgets: Review and analysis of

customer service call data

1. Review the customer service call data in Appendix 2 and

analyse/review data to identify possible causes of customer
service shortfalls/losses.

As you can see from the Call Frequency report, per month from January.

– November the number of calls increase from August 1350 until November
to 1560 meaning a percentage increase of over 86% and there is a variation
in the number of calls from the previous year. We can see different figures
from January – May but for June – November there are significant variations
in the number of calls from previous years and this is increasing. This needs
to be considered by the board as part of our ongoing expansion and we need
to recognise that adding our two new team members (Taya and Mary) will
relieve the call volume workload, at the same time both new team members
are still going through their learning curve.
2.Write a brief report (no more than 1 page) to the board of Innovative
Widgets to:
Summarise/list customer service team performance
Dear Board,

As you are probably aware we are experiencing significant growth, which I

am sure you, the board and our shareholders are happy about. This said we
need to consider the volume of customer service calls we are receiving at the
back end of this growth in business. The facts being we have now grown to
dealing with 1,560 customer service calls in November alone.

With the prior team of four and the addition of Taya and Mary starting with us
in October. Although both are great assets, they clearly need to learn our
business to be optimal performers in their role.

I have personally taken charge of training and mentoring both Mary and
Taya. With full disclosure to our customers, we now record all calls with the

customer service department and I review a selection of these recordings for

training and coaching purposes. Additionally, over the next 30 days I will
personally conduct 30 minutes per day of customer service calls with both
Mary and Taya (joint calls) allowing then to learn from me.

2015 Innovation and Business Industry Skills Council Ltd / Modified December 2020
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Assessment Task 2 BSBCUS501 Manage quality customer service.

Follow the customer complaints policy and procedures provided

in Appendix 3 of this task to draft an email to Yore Mine Co. to clear up
the misunderstanding and address their concerns. Ensure that your
support of the customer provided is consistent/regular with
principles/values of customer service set out in the Innovative Widgets
business plan and the customer service plan you develop in
Assessment Task 1.

New Message

To: YoreMine@BY.com.au
_______________________________________________________
Subject: Resolve the issue Customer Service
______________________________________________________
Dear Yore Mine Co Buyer,

I am the Customer Service Manager for Innovative Widgets and am writing to assure
you we will do all we can to resolve the issue you recently experienced with the wrong
sized widgets being received and the delayed shipment dates. Mary your recent
contact and a member of our customer service team has now been with us for 3
months and is still learning our processes and procedures. I accept full responsibility
for her supervision and your complaint has highlighted the need for me to work with
Mary directly to ensure this issue does not happen again to you or other customers.
Today we dispatched the correct order for immediate expedited delivery and are
offering free shipping on your next three orders as a good will gesture to try winning
back you trust and future business. My email address is CM-service@innovative-
widgets.com.au and my mobile number is 4040-312-312 please feel free to contact me
directly if I can be of any further assistance

Yours truly,

Customer Service Manager

Innovative Widgets

Part B

Role Play Manager and Mary

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Assessment Task 2 BSBCUS501 Manage quality customer service.

Mary: May I come in?

Manager: Yes, good afternoon Mary, have a seat.

Mary: Good afternoon and thank you Manager.

Manager: Mary, you have caused quite a big problem for us with
one of our most trusted clients. Can you tell me what the cause of
this problem was? I want to get your perspective on this.
Mary: I thought they had ordered the products yesterday. Maybe I
misunderstood but when they ordered, I clearly wrote down that the
product was to be delivered only yesterday. What was I supposed to
do?

Manager: Well do not be frustrated. But do not be so quick to judge

the situation as well. I know that you have been putting customers on
hold so that you can talk to your friends from work. Several of the
other employees have noticed your behaviour and think that you are
not doing well for the company, Mary.

Mary: I did try my best to handle the situation.

Manager: The client mentioned that we are the only Australian
supplier for quality widgets. Just by that you can tell how much is at
stake here. If one of our biggest buyers leave our services, then it will.

be the first of many. Our reputation will plummet, and this is bad for
business from any point-of-view. Do you understand what I am
saying?

Mary: Yes, I do. I will make sure this will not happen again.
Manager: That is what I hope for as well. But let me provide some
advice to you. Keep your private matters outside of the working hours. It
is against the company policy to be taking personal calls and ignoring
all the clients. This could very well cost you your job. I want you to take
this as a verbal warning of your actions. I cannot support you if the
problem persists. I have known you for a few years and you have
always worked hard to keep up with the numerous changing policies
throughout the years and helped the company. However, this is a major
incident. The other supervisor and I will need to personally visit the
operations manager of the mining company so that they remain in good
rapport with us. Do you understand the gravity of this situation?
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Assessment Task 2 BSBCUS501 Manage quality customer service.

Mary: Yes, I understand. I did not at first realize what kind of

consequences we would face. We are the largest and the most famous
in the widgets field and I thought I did not make any mistakes when I
made the notes regarding the orders. I was wrong. I should have paid
more attention.
Manager: You are starting to see the full depth of it. You are right, we
are the largest and the most famous in the widgets field in the country.
But business is a slippery thing. One wrong move and some wrong
press and lawsuits could be the downfall of an empire propelled by
social media and the internet. They did mention taking legal action if
the widgets did not arrive on time. Do you see how one wrong
communication error by one customer service agent could make such
a big problem for the whole company? You are the voice of the
company to the customers. So, I feel it is only right that you should
take coaching classes regarding proper phone etiquette as well as a
once-a-week class for functioning under the company policy. A
supervisor will be making your performance report and send it to me
once a week. This will continue until we are sure that you are
comfortable and fully cooperating with how we do work here.
Mary: I see. Isn’t there any way to make this shorter?
Manager: Until we know that there is a definite improvement, no there
is not. This coaching session will not only help you in this job, but it is
going to teach you how to deal with personal and professional matters
as well. See it as an opportunity to take one step ahead of the other
customer service agents who are not getting.

this training. We look after our own and make sure that everyone
gets a chance to improve. Are we clear about this Mary?

Mary: Yes, we are. After listening to this, I can only say thank you for
giving me this opportunity and will make sure that it is worth the effort
sir.

Manager: Good. Alright have a wonderful rest of the day. I will be

hearing from you soon.

Mary: Good day to you too sir.

Customer Service
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Assessment Task 2 BSBCUS501 Manage quality customer service.

Coaching session

Date: 30 May 2021

Time: 2 PM

Coaches: Mary (Customer service)

Coach: David (Manager)

The follow topics were coached in a one-to-one coaching session:
1.Customer Service Policy

2.Active listening

3.Communicate type and process

4.Service versus care concepts

5.The Important of customer retention

6.Handling complaints and difficult customers

7.First impressions /critical service moments

8.Service standard and professionalism

The coaching session ended at 5 pm
Signed
Manager Customer Service

Date 30 May 2021

Signed
Customer Service Officer

Date 30 May 2021

2015 Innovation and Business Industry Skills Council Ltd / Modified December 2020
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