BSBCUS501 Manage quality customer service

Learner Instructions 3
(Monitor and improve customer service)

Submission details

Students Name

Student ID

Group A

Assessor’s Name Kazi Salah Uddin

Assessment Date/s 21.08.2020

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:

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

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and then recommend any changes required to improve the delivery of

customer service at Innovative Widgets.

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. 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 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 performance data and customer feedback to identify systemic
customer service issues and trends.
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 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.

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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 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.

Candidate: I declare that this work has been completed by me

honestly and with integrity and that I have been assessed in a Signature: ___________________
fair and flexible manner. I understand that the Institute’s
Student Assessment, Reassessment and Repeating Units of
Competency Guidelines apply to these assessment tasks. Date: __21__/_08____/_2020____

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