Section 2: Deliver quality customer service

1 Describe at least two customer service goals to meet the customer service requirements and
product/service/program targets established in Section 1.

Sales service representative and call centre service should fully understand customer needs and
requirements
Marketing people need to provide accurate information about the product
Whenever a sales representation get a complaint about the product which cannot be resolved,
respond to the call and explain the situation

2 Integrate customer service goals and requirements (identified in Section 1) into the existing
business plan.

Make sure any changes you make to the business plan are obvious (e.g. by highlighting the
added information). Your style of writing should be appropriate for business use.

Note: Attach the modified business plan to this section of your portfolio.

3 Refine at least one of your business’s customer service policies and procedures to reflect best
practice models, standards and customer service goals and requirements (as identified /
evaluated in Section 1).

Make sure any changes you make to the policies and procedures are obvious (e.g. by
highlighting the added information).

Note: Attach the modified policies and procedures to this section of your portfolio.

4 Summarise the outcomes of your meeting.

4.1 Who did you meet with?

As a sales manager, I would like to meet:

 Call service representative
 Sales representative

ECA College RTO 45012 v21.0 Page 1 of 10

  Marketing people
 Advertising staff

4.2 Describe the diverse needs (e.g. language differences) of the staff members you met with
(include at least one diverse need)?

Diverse needs are:

 Considering English language barriers
 Consider gender and culture barriers

4.3 How did you consider the diverse needs during your meeting?

Speaking clearly, slowly and simple language.

Speaking in the way they understand

4.4 What are the strengths and experience of the staff members you met with?

Staff meeting is a way they support and communicate each other

Respect the organization business culture
Considering the organization policies in their department

4.5 What feedback did they provide?

Engaging with the customers until the issue been solved and updating every information
with them
Implementing call back option to satisfy the customer requirements
Training the staff regarding the product scope and its importance in order to avoid adverts
misleading
Training the staff to speak in language that can be understandable to the customers and
responding to the issue clearly and politely

4.6 How will you adapt the delivery of the product/service/program to meet customer service
requirements?

Listening to the leaders, business plan and following organization policies, procedures and
standards
Training and educating the staff to understand the customer issues and responding to them
Adapting the technique to understand and mitigate the issue and complaint by customer

ECA College RTO 45012 v21.0 Page 2 of 10

 4.7 If not already viewed in person by your assessor, attach proof of your meeting to this section
of your portfolio.

5 Identify and describe the physical and human resources required to address one of the identified
problems and related system issues experienced by customers (identified in Section 1).

You must include at least one physical and one human resource.
At least one physical resource should include a written resource to convey information,
requirements or recommendations, using appropriate language to suit its purpose and audience.
Make sure at least one of your resources provides support to a staff member associated with the
problem/issue.
Complete the table to answer this question:

Problem experienced by the customer: Mismatch between the software and users requirements
Interaction with multi player gaming

System issue resulting in poor customer
service:
Team member requiring support:
The product that customers ordered doesn’t graphically
represent learning process
Product falls out of scope as it adverts that software
being used for multiplayer gaming
In order to work with the enterprise resource
Guide customers how to purchase things in online

Human resources (at least one) Business analysis must be included in the staff
e.g. Additional call centre staff member

Physical resources (at least one)
e.g. Checklist to complete before product is
shipped to client.
How will the resources address the problem
or issue?
Updating the system for call centre to answer the
customer
Updating checklist for user identification requirements
Updating company website and including live chat and
many other functions
Based on users requirements, understanding their
needs through live chat, email or phone call

How will the resources support the staff Improve the quality of product which satisfies the
member? customer’s needs

6 Develop at least one physical resource required to address customer service requirements
(identified in the previous step).

The physical resource must be a written resource to convey information, requirements or

ECA College RTO 45012 v21.0 Page 3 of 10

 recommendations. Make sure you match the style of your writing to suit the audience and
manage the resource according to organisational system and processes (e.g. use correct
document naming conventions).
Note: Attach proof of your developed physical resource (e.g. checklist) to this section of your
portfolio. Also attach proof of how you managed the written resource according to organisational
systems and processes (e.g. screen shot of the document filed in the organisation’s filing system
using the correct document naming conventions).

7 Procure at least one human resource required to address customer service requirements
(identified in step 5).
Note: Attach proof how you procured the human resource (e.g. email to CEO requesting
permission to recruit the resource, advert etc.) to this section of your portfolio.

8 Deliver your product/service/program to meet customer requirements (according to your adapted

business plan, customer service policies and procedures and improved customer service
delivery).

How you deliver will depend on your business product/service or program (e.g. completed
checklist, website update, email to customer, video of face-to-face customer interaction etc.). If
you are using the case study and would like a face-to-face discussion with a customer, speak to
your assessor.
Note: Attach proof of how you’ve delivered your product/service/program to meet customer
requirements (e.g. completed checklist).

Attach:
Modified business plan ☐

Modified customer service policy and procedures ☐

Proof of meeting with team (if relevant) ☐

Developed physical resource ☐

Proof of how you managed the written resource

☐
according to organisational systems and processes

Proof of how you procured the human resource ☐

Proof of how you’ve delivered your

☐
product/service/program to meet customer requirements

Business Plan 2020 – 2022

Executive Summary:
Founded in 2016, Worlducation is a social start-up that manufactures tablet computers for primary
school students. Our focus is not only on the hardware, but also creating software, content and
activities to better engage and educate primary school students.

ECA College RTO 45012 v21.0 Page 4 of 10

Worlducation aims to change the way children learn at school by implementing artificial intelligence
technology that can follow up on each child’s progress and adjust to their needs as they learn,
creating the optimal path learning experience. Worlducation envisions a world in which every child
learns how to read and write – a world without illiteracy. This is why, for each classroom that buys our
product, we donate and train a classroom somewhere around the world that can’t afford the same
technology. We then connect the classrooms together so that they can grow and collaborate
throughout their learning cycle.

Vision Statement:
 To see a world without illiteracy.
 Donate and train a classroom around the world that can’t afford the artificial
intelligence technology
Mission Statement:
 To be the change and facilitate a world without illiteracy by changing the way children
learn at school and the number of schools that have access to technology.
Our values are:
Core values underpinning our activities are:
 Ethical principles
 Innovation
 Collaboration
 Customer values
 staff

Strategic Priorities:
 To be well led, high performing, profitable and accountable.
 Ensure that all financial operations, performance indicators and results support the
strategic policies
 Identify new and expand existing sources of revenue and ways to help more
classrooms in need.
 Achieve profits of at least 10% per annum.
 Increase our reach
 Increase range of products and services offered to reach a larger target market
 Increase sales to increase donations to needy classrooms.
 Increase customer satisfaction ratings by improving the quality of product 100% each
year
 Improving customer and employee relationships by communicating with the clients
and understanding their expectations
 Providing accurate and appropriate adverts that matches the scope of the
Worlducation product
 Training the staff for better understanding of product details and its importance
 Creating strong management and friendly environment in the organization and
building loyal customers
 Continue building deeper customer relationships
 Customer-centred practice, with a focus on meeting their total needs for high-quality
technology.
 Strengthen the skills of our people, to better support customers
 Drive innovation to better meet customer demands

ECA College RTO 45012 v21.0 Page 5 of 10

  Attract, engage and develop the best staff
 Continuing the drive to a customer centred, high performance workforce and culture
 Strengthening the skills of our people, to better support customer needs
 Empowering innovation and responsiveness to change
 Continuing to enhance the diversity of our workforce
 Exploring the use of technology in human resources.
The Market:
The technology market is a growing and ever-changing industry due to the rapid rate that technology
is being updated. Emerging technologies include artificial intelligence and the Internet of Things (IOT).
There is an increasing focus on cyber security. Due to the global pandemic, the issues with the
manufacturing industry have impacted on the supply of hardware components. The trend for
consumer spending during the pandemic has taken a downturn but this has not affected the ICT
industry as due to more people working from home, consumer appetite for tablets has increased.

Customer service Policy and Procedures

Policy 
Worlducation is committed to:  
Politeness – the use of good manners in all interactions  
Responsiveness – meet agreed timeframes and follow up on all queries  
Professionalism – being objective and knowledgeable and demonstrating integrity  
Understanding – customers and their business  
Confidentiality – respecting the confidentiality of customer information  
Transparency – processes are clear, consistent, easy to access and documented
Relationship- improving bond with the customers by communicating with them  

General Principles:  
Staff will:  
 Demonstrate to the customer at all times respect, courtesy, patience,
attentiveness, consideration and sensitivity that is appropriate to the age, culture and
linguistic background of the individual or group  
 Listen to what customers have to say and determine the exact nature of the request  
 Respond to customer enquiries promptly and efficiently in a timely manner  
 Forwarding the customer issues to the manager, if the issue cannot be solved by the
call centre representatives
 adverting truth and accurate information of the Worlducation software
 All the phone calls or emails must be recorded for security purpose
 Act with integrity and honesty when dealing with customers  
 Provide the customer with advice and other information that is accurate, clear,
concise, reliable and in plain language   
 Be sensitive to any language or other communication difficulties experienced
by customers when providing advice and other information  
 Present a positive image of Worlducation to the public. 

Managing Telephone Enquiries:  
The following procedure should be followed for telephone enquiries. 
 Answer the phone in a timely manner

ECA College RTO 45012 v21.0 Page 6 of 10

  Responding to the phone calls within two rings
 Electronic phone must have a call back option instead of putting call on hold
 Greet the client with “Good morning/afternoon, this is NAME” 
 Be warm and friendly  
 Speak slowly and clearly  
 Be careful with language –slang or jargon is not to be used  
Managing Written Enquiries:  
 All written communication will be clear and concise and adopt a formal tone.  
 Worlducation endeavours to acknowledge receipt of written correspondence
 Understanding the problem written in email and responding clearly, if the customer
mail is not understandable request them to provide clear information regarding the
issue
 email within one working day 
 mail within three working days  
 Where Worlducation is writing to a customer in response to an enquiry or other
matter, all written correspondence must be finalised in the timelines shown above. 
Promotional materials: 
All promotional materials must be written clearly and simply and appeal to customers.  Promotional
materials can include media releases advertisements or web site content or social media content. 

Dealing with difficult customers:  
 Worlducation staff are expected to treat customers with courtesy and respect at all
times and to make every reasonable effort to address the customer’s needs even
when the customer is rude or difficult.  
 Staff must try and put themselves in the customer’s shoes and be empathetic. 
 Actively listen to what the customer is saying and repeat their concerns to make sure
you are addressing the right issue. 
 Use calm, objective wording e.g. as I understand you are quite rightly upset because
your book did not arrive in the time we specified.  
 Apologise to the customer and present a solution.
 All feedback should be recorded.  
 Where the customer indicates they wish to lodge a formal complaint, outline the
complaint procedure as in the company’s complaints handling policy.  
Confidentiality and privacy:  
Worlducation is committed to the protection of customer personal information. All dealings with
customers must abide by the Privacy Act 1998 and the Australian Privacy Principles contained in the
Privacy Act 1998 (CTH) except when qualified by any relevant Codes of Practice, and will underpin all
matters related to personal information at Worlducation. 

Complaints and Feedback:  
Worlducation welcomes complaints from customers. If a customer wishes to make a complaint, they
may contact us via email or via phone and discuss their complaint. Where the complaint cannot be
resolved at this first point of contact, the complaint will be referred to the management team. The
customer will be contacted with 3 working days to advise of the outcome of their complaints. 
Worlducation also welcomes feedback from all of its customers and sends a link to an on-line survey
for all customers to complete. All feedback is recorded in a feedback register.

ECA College RTO 45012 v21.0 Page 7 of 10

Proof of meeting with team:

Dear team members,

It’s pleasure to invite you to team meeting to discuss the product or service measures that meet
customer requirements

This meeting will be held on

15/02/2021
Zoom meeting

I attached the files and documents that provide information regarding the meeting. It will be helpful for
you if you read the documents first

Please confirm your participation as soon as possible

I look forward to hearing from you soon

Best regards,
XXXX
Sales manager

Proof of your developed physical resource:

Physical resource checklist:

Checklist to complete before product is shipped to client:

Yes No
Training session to understand 
ERP system software
Professional development 
session
Email evidence or phone 
recording
Confirmation of order through 
phone call
Version of the product and its 
functionality
Specifications of the customers 
Customer queries holding more 
than 1 day

ECA College RTO 45012 v21.0 Page 8 of 10

Proof of how you have delivered your products/services/programs to meet
customer requirements:

Yes No
Latest version of product with 
multiple features that
satisfies customers
Machine record the phone 
call of customers
Faulty product 
Delivery of product within 
scheduled time

Is the website update with 

accurate daily basis

Is there any requirements 

customers holding for more
than 1 day
Is there any complaint on 
company website regarding
inaccurate information from
company staff
Mismatch of company 
software and user
requirements

Proof how you procured human resources:

From: Sales Manager

To: CEO
Subject: Permission to recruit another staff member

Dear CEO,

I am Sales Manager at Worlducation; I’m writing this email to let you know that there is a requirement
to recruit another staff member who is professional in business analyst to solve problems and satisfy
the customer needs.

Including business analyst will help in improving the processes and systems in organization, where he
conducts research and analysis to mitigate the problems and train employees to understand the
working of the software and it importance.

Educating the staff to understand the issue and techniques to solve the issue will improve the
customer satisfaction and company reputation. I will always try to implement best customer service in
the company and help the customer service staff to do their best.

Thanking you sir,

Regards,
XXXXX

ECA College RTO 45012 v21.0 Page 9 of 10

 Sales Manger

ECA College RTO 45012 v21.0 Page 10 of 10