BSBOPS505 - Student Assessments Tasks.v1.0

BSBOPS505 Manage Organisational Customer Service
BSBOPS505 Manage Organisational Customer

Service
Student Assessment Task

+
Student Assessment Tasks – Cover Sheet
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Contents
Introduction 4
Assessment Task 1: Knowledge questions 5
Assessment Task 1: Checklist 8
Assessment Task 2: Project 10
Assessment Task 2: Checklist 15
Final results record 19

Introduction
The assessment tasks for BSBOPS505 Manage organisational customer service are outlined in the
assessment plan below. These tasks have been designed to help you demonstrate the skills and
knowledge that you have learnt during your course.
Please ensure that you read the instructions provided with these tasks carefully. You should also
follow the advice provided in the AIMIHS Student User Guide. The Student User Guide provides
important information for you relating to completing assessment successfully.
Assessment for this unit

BSBOPS505 Manage organisational customer service describes the skills and knowledge required
to develop strategies to manage organisational systems that ensure products and services are
delivered and maintained to standards agreed by the organisation.
For you to be assessed as competent, you must successfully complete two assessment tasks:
 Assessment Task 1: Knowledge questions – You must answer all questions correctly.
 Assessment Task 2: Project – You must work through a range of activities and complete a
project portfolio.

Assessment Task 1: Knowledge questions
Information for students

Knowledge questions are designed to help you demonstrate the knowledge which you have
acquired during the learning phase of this unit. Ensure that you:
 review the advice to students regarding answering knowledge questions in the AIMIHS
Student User Guide
 comply with the due date for assessment which your assessor will provide
 adhere with your AIMIHS’s submission guidelines
 answer all questions completely and correctly
 submit work which is original and, where necessary, properly referenced
 submit a completed cover sheet with your work
 avoid sharing your answers with other students.
i Assessment information
Information about how you should complete this assessment can be found in Appendix
A of the AIMIHS Student User Guide. Refer to the appendix for information on:
 where this task should be completed
 the maximum time allowed for completing this assessment task
 whether or not this task is open-book.
Note: You must complete and submit an assessment cover sheet with your work. A
template is provided in Appendix C of the Student User Guide. However, if your
AIMIHS has provided you with an assessment cover sheet, please ensure that you use
that.

Questions
Provide answers to all of the questions below:
1. Explain the purpose of the Australian Consumer Law and how it protects consumers’ rights.
2. Outline the consumer guarantees that apply for both products and services under the
Australian Consumer Law.
3. List the types of products and services covered by the consumer guarantee.
4. Explain why it is unlawful for a retailer to display a sign to say that no refunds are provided.
5. Discuss whether consumers are legally entitled to a refund or replacement if they change their
mind when buying a product or service.
6. Explain what information is commonly found in an organisation’s complaints policy and

procedure.
7. List at least two benefits of an effective complaint-handling system for businesses and
consumers and the standard steps that you would use to effectively deal with a customer
complaint.
8. Explain the concept of service standards and their importance. Identify two examples of

services standards.
9. Explain why a company committed to best practice customer services may choose to measure
its service standards.
10. Explain the concept of public relations as a method of marketing communication. In your

answer, explain how it can be used as a form of product and/or service promotion.
11. Describe five methods through which a company can promote its products.
12. Explain how customer service can impact on the public relations image of a company.
13. Outline four key ways of providing excellent customer service.
14. Explain why an unhappy customer is not good for business.

15. Explain the importance of understanding customer behaviour and two techniques that can be
used to analyse customer behaviour.
16. Explain three research methods that a business could use to find out about customer needs.
17. Explain the importance of monitoring complaints, including how keeping records of complaints
can help the organisation better its customer service approach.
18. Explain the purpose of a Customer Relationship Manager (CRM) and how it can help
organisations manage and improve their customer service information and relationships.
19. Identify two strategies that an organisation can use to gather feedback from its customers.
20. Social media is a powerful tool. Explain how an organisation can use it to monitor and manage
customer service relationships.
21. Explain two further strategies that can be used to monitor, manage and introduce ways to

improve customer service relationships.

Assessment Task 1: Checklist
Student’s name:
Did the student provide a Completed

sufficient and clear answer successfully? Comments
that addresses the
suggested answer for the Yes No
following?
Question 1 The “Australian Consumer Statute

(ACL)” has a nationwide unenforceable
conditions rule that applies to formal
written consumers & business changes
agreements, as well as a legal principle
that protects consumers while purchasing
products or services. A nationwide
network of consumer safety regulation
and practices; A nationwide law
governing door-to-door &
telecommunication marketing for
unwanted consumer contracts; Lay-by
arrangements should be governed by
basic national regulations; as well as
Consumer complaint alternatives,
sanctions, & enforcement mechanisms.
This one will result in a somewhat more
interdisciplinary framework towards
quality control legislation enforcement,
which will then be represented
throughout the ACCC's expanded
responsibility throughout this sector.
Obviously, provinces and territories must
continue to play an important role in
enforcing goods safety regulations and
protecting public safety.
Question 2 Any individual – or perhaps a business –

is regarded as a customer if they spend
just under $100,000 upon products or

services.
The items as well as services value well

over $100,000, although they are of such
a type that is commonly purchased for
residential, domestic, and private use
such as consumption.
A business passenger vehicle with a

container often used to move products
across public highways is known as the
products.
Australian consumer law applies to

companies who sell, lease, or hire items
and/or services to Australian customers.
Consumer promises should be met by

producers and manufacturers.
Question 3 Except if the customer is instructed

differently, manufacturers and retailers
ensure whether their products seem to be
of adequate standard, have indeed been
correctly defined, and also have
additional repair and replacement
services readily accessible for just a fair
amount of time.
Organizations that would provide

solutions guarantee that they'll be: given
using care and diligence, suitable for just
any specific reason (explicit or inferred),
& supplied within such a given

timeframe (when there is a limited

timeline).
Question 4 Notices which say “No refunds” or “No

refunds or exchanges on sale items” are
illegal since clearly indicate that neither
returns would be given either under
conditions, even defective products.
company safety assurance laws are
already in effect. When you just lose
company opinion, merchants are not
required to provide customers a complete
refund or replacement. Carefully
examine the refund policy of the
business.
Australian consumer law really had no

expiration time and therefore can operate
again after certain assurances customers
might well have received from such a
firm had already ended.
Question 5 If a consumer just switches their opinion

about such a goods, a store is often not
required to provide a replacement or
refund.
Customers are indeed allowed to claim or

exchange underneath the “Australian
Consumer Law (ACL)” if there is a
terrible issue with such an item covered

with common law rules.
Question 6 Assure the customer facing strategy

expresses that however much company
respect their consumers' input. The
policies really should indicate company
dedication to promptly, equitably,
effectively, & respectfully handling
concerns (Aiyer, et al, 2019). This must
include:
● Describe the procedures users

want people to take while filing a
complaint
● Determine the procedures for

communicating, evaluating,
resolving, & handling disputes.
● List several of the complaints-

resolution options the company
provides.
● Keep the buyers informed

regarding their company's
continuing progress.
Question 7 ● Employees will check what else

to do, resulting in successful
problem resolution.
● Whenever it comes to
managing complaints, there'll be a

reasonable method.
● Employees will be self-assured

& capable of displaying a
professional appearance.
● Complaints usually recorded as

documentation for such firms to
evaluate customer experience &
identify any issues of interest.
Question 8 Establishing service standards seems to

be a typical strategy for ensuring constant
service quality and improving client
satisfaction. Such overall service
guidelines can indeed be beneficial for:
● Having a visual knowledge

regarding performance
expectations in certain operations
so that employees are aware how
to get there
● Ensure that service

performance is consistent
throughout all workers and
venues.
● Consumers benefit from

increased security and efficiency.
● Innovative employees receive

training.
● Continuous staff effectiveness

training & correction
Here are a few straightforward instances:
● Following 3 rings, pick up the

phone.
● Every consumer should be

addressed by his or her initial
name.
● During 1 hour, reply to each

client's question.
● When there are more than three

people queuing, begin a fresh
queue.
Question 9 Any company dedicated to providing

best-in-class customer service can opt to
evaluate their quality standards since this
method can accurately identify regardless
of whether customer support methods are
improving consumers' perceptions and
experiences with the company.
Question 10 PR entails engaging using the target

audience in aims to spread awareness for
their company, create and operate its
image, & develop customer connections
(Crammond, et al, 2018). Whereas

business is effective with selling genuine

goods and administrations, public
relations is concerned with promoting
consciousness, changing opinions, or
behavioural change.
This method of making media exposure

for such a corporation is known as
“public relations (PR)”. Improved sense
of accomplishment towards another
corporation from its own potential
customers of buyers is the effect of
public relations. Employing public
relations to make a sale or organization
necessitates compiling a list comprising
social accounts & presenting suggestions
to consumers.
Question 11 Throughout this answer how to promote

any unique product and service using five
different strategies can be known.
Among them are:
 Discounts for newcomers

 Online posts and digital
marketing
 Improvements
 Feedback from customers
 trade-ins
Question 12 Customers play an important part in

expanding firms in today’s modern

competitive marketplace. Customer
service seems to be very vital since it is a
promise made by the company to their
consumers (Boysen, et al, 2020).
Meeting customers' needs since it can

help to grow the company's client base
and thus their economic worth.
Create long-term relationships with

customers.
It embodies the company's image,

purpose, ambition, & ethics.
Accounted for a significant revenue

increase.
Consumers don't only reveal actual

problem areas whenever they tell their
tale. They're basically instructing them
here about how to improve company
brand, operation, as well as organization.
Question 13 Here seem to be four crucial areas to

concentrate on.
● As soon as possible, answer
● Go Above and Beyond
● Serve company clients and

customers as though they were
relatives.

● Constantly correct such errors.
Question 14 Consumers would not patronise

companies that don't really believe,
therefore consumer unhappiness would
have far consequences for any
organisation. Service failure can damage
business profits and profitability, but it
could also result in a negative brand
perception that can have a protracted
effect on a company (Pinna, et al, 2020).
Customer dissatisfaction has an effect on
the business and can evolve to harmful
customer engagement.
● Negative feedback
● Affiliate marketers &

acquisition issues
● Client Defection
● Revenue is down.
● Worker Exodus
Question 15 Consumer behaviour research is essential

because it enables consumers to perceive
what factors influence customers'
purchase intention. Researchers may
bridge that gap inside the network and
establish the needed items but those that
are outmoded by knowing how

customers choose things.
There are 2 techniques which can be used

to analyse customer behaviour:
● Use information to improve

company advertising strategy.
● Every business strategy should

be based on scientific research.
Question 16 Focus group discussions are one

important technique for assessing
consumer needs. Community
Observation, Keyword Investigation are
the other two methods to find out the
needs of customers.
Question 17 It's really no longer uncommon that

positive recommender systems as well as
a positive internet image are crucial for
brand building. Individuals are slowly
checking customer reviews while
purchasing goods or services.
Users believe internet ratings as often as

specific suggestions, as per studies.
Furthermore, seventy four percent of
consumers that read customer feedback
on a company's website indicate they will
ask the company (Tajpour, et al, 2020).
Apart from attracting customers,
providing great customer service has a

slew of other advantages and therefore

can simply open a slew of new
opportunities for the business. Another of
them would be because businesses
shouldn't need to invest heavily on
advertising questionnaires because input
can offer companies with valuable client
information for cheap.
Advantages:
● Increasing customer happiness
● Upgraded manufacturer
● Management system
improvements
● Increased customer interaction

Favourable brand reputation
Question 18 Through collecting client & prospective

data in a clear way which allows the
organization to generate strong
connections to them & expand company
business quicker, a “customer
relationship management (CRM)” system
may assist you in identifying prospective
users, earn existing company, and
maintain them pleased. CRM allows a
company to build stronger bonds with its
consumers, care recipients, co-workers,
collaborators, & providers.

Client satisfaction and loyalty, because it

is at the core of such a CRM's purpose,
require solid interactions and taking note
of clients and prospects (Elnaghi, et al,
2019). All is in a single position: a very
simple, configurable platform which tells
business about a client's past dealings
with the company, including progress of
future purchases, current remaining
customer care concerns, and much more.
Users already understand because if the
firm is planning to last, they'll need a
long-term approach. CRM seems to be
the underpinning for that approach for
most forward organizations.
Question 19 Among the most common approaches to

obtain feedback through company
consumers is through live chat. This is
straightforward and simple to use.
Whenever a business consumer requires
speedy feedback via the company
customer service team, online chat seems
to be the easiest method for him and the
person to connect again without any
unnecessary complexities.
Feedback is frequently collected

immediately on their website (Gil-
Gomez, et al, 2020). Their website
provides typically the greatest location to

give feedback, either from company

existing staff identifying problems, a
customer making a recommendation, or
perhaps a customer requesting a
functionality.
Question 20 Social media seems to be arguably the

most common way to learn about
feedback from customers. Check out how
others feel regarding their organisation,
item, or services by using the least
famous. Social media platforms
(Instagram, LinkedIn, Twitter &
Facebook) & communities are by far the
most popular being utilised by the bulk
of clients (Reddit, Quora).
It's indeed critical to participate in

conversation with friends that evaluate
their brand (Hughes, 2018). As a result,
most consumers will understand because
companies are concerned about them
rather than appreciate their feedback.
Throughout this instance, analytics

aggregators also including Reddit
crawling programs are indeed a viable
choice for collecting datasets at volume.
Question 21 Recognize their clients' requirements.
This advice is first since that is the

utmost crucial whenever it comes to

providing great customer service. Their
consumer must be at the centre of just
about everything company service staff
performs. Addressing such needs in
detail will aid in the development of any
current customer base.
Asking their consumers about their wants

is indeed the right strategy to learn about
each other. Inform people regarding
specific industry-specific needs through a
questionnaire, via message, a telephone
conversation, or other tools companies
have accessible.
Motivate customers to give honest

comments.
It takes as much as a billboard from

around the workplace to develop a
society about integrity and honesty
(Kreye, 2018). This entails pushing that
in every conference, letter, or phone
conversation you & company staff
encounter with one another and along
with consumers.
Responding to their clients' input not just

to feel respected, but that also helps to
encourage their company. Amazing
reviews are generated by positive
consumer interaction. Feedback from
customers that is negative results in

possibilities for development.
Especially challenging client encounters

will indeed be smoother and much more
effective if indeed the client seems to be
more relaxed. Encouraging their
employees to maintain this environment,
then the company will get honest support
to assist users & company staff grow and
develop.
Task outcome:  Satisfactory  Not satisfactory
Assessor signature:
Assessor name:
Date:

Assessment Task 2: Project
Information for students

In this task, you are required to demonstrate your skills and knowledge by working through a
number of activities and completing and submitting a project portfolio.
You will need access to:
 your learning resources and other information for reference
 Project Portfolio template
 Simulation Pack (if you need a case study).
Ensure that you:
 review the advice to students regarding responding to written tasks in the AIMIHS Student
User Guide
 comply with the due date for assessment which your assessor will provide
 adhere with your AIMIHS’s submission guidelines
 answer all questions completely and correctly
 submit work which is original and, where necessary, properly referenced
 submit a completed cover sheet with your work
 avoid sharing your answers with other students.
i Assessment information
Information about how you should complete this assessment can be found in Appendix
A of the AIMIHS Student User Guide. Refer to the appendix for information on:
 where this task should be completed
 how your assessment should be submitted.
Note: You must complete and submit an assessment cover sheet with your work. A
template is provided in Appendix B of the Student User Guide. However, if your
AIMIHS has provided you with an assessment cover sheet, please ensure that you use
that.

Activities
Complete the following activities:
1. Carefully read the following:
This project requires you establish, develop, support, monitor and assess customer
service in an organisation.
You will identify complex customer service problems (and the related business
system issues) associated with one product/service/program and then apply
customer service principles to rectify one of the problems/issues.
Vocational education and training is all about gaining and developing practical skills
that are industry relevant and that can help you to succeed in your chosen career.
For this reason, we are giving you the choice to base this project on your own
business, one you work in or a familiar with, or you can use the case study
provided. This will mean that you are applying your knowledge and skills in a
relevant, practical and meaningful way to your own situation!
If you are basing this assessment on your own business:
 you should have access to:
o a business plan
o a customer service plan
o policies and procedures for customer service and handling customer

complaints.
 your role should:
o supervise the customer service provided by others
o require considerable discretion and judgement
o require you to use a range of problem solving and decision-making

strategies.
 you should also have sufficient data to monitor and evaluate customer service.
 your chosen product/service/program should have at least one problem that

has resulted in complex customer complaints and there should be at least one
system issue associated with the poor customer service. For example, a
problem at a call centre may be that customers complain about long wait times
to access a call centre representative. A system issue associated with the
complaint may be that the automated response has not been optimally
configured.

You will need to communicate with people who are part of a team responsible for
customer service. Your communication may be either directly with actual staff
members or fellow students/your assessor can play the roles of relevant
people/parties. Communication can be in any appropriate format (e.g. face to face,
video conference, email) as long as it meets the requirements outlined in the
Project Portfolio.
You will be collecting evidence for this unit in a Project Portfolio. The steps you
need to take are outlined below.
2. Preparation
Make sure you are familiar with the organisation you are basing this assessment on
and have read through the necessary background information. For the case study
business, this is all of the documents included in the Simulation Pack. If it’s your
own business or a business where you are working or are familiar with, have your
business or case study approved by your assessor.
Choose an appropriate risk management process or project and complete Page 4
of your Project Portfolio for this unit.
Read through the requirements of Section 1, 2 and 3 of your Project Portfolio.
3. Establish customer service requirements
Complete Section 1 of your Project Portfolio. To do this, you need to:
 provide a brief overview of the business you are basing this assessment on
 describe one product/service/program you will focus on for the assessment
 describe the customers of your chosen product/service/program.
 describe customer service related to the chosen product/service/program
 identify and evaluate customer service against best practice models and
standards.
 seek written customer feedback (and manage it according to the business

systems.
 identify problems and related system issues that include complex and non-
routine difficulties.
Make sure you have answered all questions in Section 1. Submit to your assessor
for review.
You are also required to attach certain documents as part of your evidence –
review the documents you need to attach as outlined in Section 1 of the Project
Portfolio and make sure you attach these when you submit this section.

You will use the work done in this section to deliver quality customer service.

4. Deliver quality customer service
 describe at least two customer service goals to meet the customer service
requirements and product/service/program targets
 integrate customer service goals and requirements into the existing business
plan
 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.
 meet with other staff members (at least two) who are responsible for customer
service and associated with your identified problems and issues. Depending
on your business and chosen problem and system issue, you may need to
meet separately with individuals and groups. At the meeting:
o describe the problem and system issue.
o explain the goals, customer service requirements and

product/service/program targets.
o explain the changes to the business plan and customer service policy and
procedures (make sure the meeting attendees have a copy of the new
procedures).
o obtain feedback from the staff, considering their experience and
strengths.
o discuss, adapt and agree on how the product/service/program will be
delivered in future to meet customer service requirements.
Make sure you foster a team environment and consider the needs of a diverse
group of people (e.g. cultural or language differences). Your audience should
include at least one area of diversity. Use listening and questioning techniques to
obtain feedback and confirm understanding.
i This meeting should take 30 minutes.

This meeting may take place with actual people who work for/are associated
with your chosen business. Alternatively, classmates or your assessor may
play the role of one or more team members. This can either be viewed in
person by your assessor or you may like to video record the session for your
assessor to watch later. Your assessor can provide you with more details at
this step. Make sure you follow the instructions above and meet the
timeframes allocated. If this session is not viewed in person by your assessor,
you will attach proof of the meeting to Section 2 of your Project Portfolio.

 describe the physical and human resources required to:
o address one of the identified problems and related system issues

experienced by customers
o support staff members.
 develop at least one physical resource required to address customer service

requirements/support staff members
 procure at least one human resource required to address customer service

requirements/support staff members.
 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).
Make sure you have answered all questions in Section 2. Submit to your assessor
for review.
You are also required to attach certain documents as part of your evidence –
review the documents you need to attach as outlined in Section 2 of the Project
Portfolio and make sure you attach these when you submit this section.
You will use the work done in this section of the Portfolio to monitor and assess
customer service.
5. Monitor and assess customer service.
 develop at least one strategy to monitor customer service progress related to

your chosen problem and system issue.
 use the strategy to monitor the performance of customer service staff.
6. Submit your completed Project Portfolio
Make sure you have completed all sections of your Project Portfolio, answered all
questions, provided enough detail as indicated and proofread for spelling and
grammar as necessary. Remember to submit all necessary attachments as
indicated.

Assessment Task 2: Checklist
Student’s name:
Completed
successfully? Comments
Did the student: Yes No
Establish customer service requirements Section 1 of project

by: portfolio
 describing the role, they will
assume to manage customer Any sale of products or
service services by such a company
 describing the roles, they will toward a customer for
supervise that provide customer
service personal consumption is
 describing one known as retail. Any retail
product/service/program you will purchase involves the
focus on for the assessment
(including mathematical information purchase of modest amounts
about associated targets). of products, while a
 describing the customers of their wholesaler case involves the
chosen product/service/program.
purchase of huge amounts of
 describing customer service related
to their chosen commodities. Retail
product/service/program, including purchases are generally
o the quality of existing customer
distinct from digital
relations;
transactions inside that
o legislative, regulatory and
codes of practise product should be offered to
o existing policies and consumers from such a
procedures for customer central site.
service and handling customer
complaints;
The retailer seems to be an
o protocols that must be followed
owner of the business who
to:
sells things to customers.
 manage people who
provide customer service Generally, retailers must not
 interact with customers produce their original goods

 perform their role. (Nyagadza, 2019).

Manufacturers buy things
 identify and evaluate customer
service against best practice from such a producer or a
models and standards. distributor then sell them
 seek written customer feedback throughout small
using appropriate language from at
least two customers on: concentrations to customers.
o product/service/program This activity of such a retailer
quality, cost and time frames
collecting products or
o service delivery expectations
administrations & distributing
o specific problems or
complaints and their them among clients to be used
experience with individual is known as retailing. This
customer service
representatives distribution system is used to
o manage feedback according to illustrate such an operation.
the business systems.
Customer experience is
 identify problems and related
system issues that include complex indeed the assistance that
and non-routine difficulties.
such a system produces to its
consumers, and then again
when customers purchase &
utilise its items and/or
services, in order to make
their impression of the
business as simple & joyful as
possible. Whenever a
corporation wants to keep
consumers & accelerate
growth, it must provide
exceptional customer service.
Support team nowadays
extends much further than the
usual cell phone support

worker (Stephen, et al, 2018).

Mail, internet, texting, &
online networks are all
options. Several businesses
also offer self-service
assistance, allowing
consumers to access solutions
anywhere at the moment of
day or midnight. Customer
service is mostly about
offering solutions; it is indeed
a crucial aspect of such
business contractual
obligation for clients.
The significance of dealing

with customers in retail might
not be overstated. Therefore,
providing the degree of care
that customers want may not
always be simple for
merchants. It is indeed tough
to remain competitive inside
to adapt to changing customer
expectations & increasing
technologies. Here are several
suggestions for retail service
quality:
Initially, pay attention. No

one really loves indifferent
customer support, whether it's

a facial expression
engagement at a shop, a call
discussion, or even an online
chat, even though nobody
enjoys indifferent purchases
or advertisements. Attention
towards the consumer, not
really what companies believe
they need, as well as provide
assistance appropriately.
Offer consumers exactly
whatever they want right
away.
Several clients would rather

serve alone rather than seek
assistance (Melián-Alzola, et
al, 2020). Refund regulations,
delivery costs, financing
choices, physical retail
addresses, discount
information, and much more
should all be clearly displayed
on e - commerce portals.
Often do not present in all

channels; optimize them as
well. It's not just enough to
have a smartphone version of
the site or perhaps to create a
simple application. Knowing
whether consumers use

different channels &

optimizing interactions
properly is important for
effective multidimensional
customer care. People
actually prefer to explore on
their phones, purchase on
their computers, ask
professional help through
conversation, vent on
Facebook, or send photos of
their latest purchases on
social media such as
Facebook. Keep records of
their actions and create good
encounters for consumers.
The industry's prime

motivation is client input. It
has an effect on every aspect
of such a company, not
simply the goods. Feedback
from customers, whether in
advertising, revenue, or client
service, allows them to
discover what their consumers
really enjoy & hate. Getting
connected to business clients
may propel companies onto a
development path which they
have never seen before.

However, keep in mind that

there is really no yet another
approach to obtaining data
from customers (Agyabeng-
Mensah, et al, 2019). Various
scenarios necessitate various
attitudes to gathering
customer insights. Any online
survey delivered to an angry
customer, for instance, can
simply aggravate the
situation; a telephone
conversation is preferable in
this case.
Realizing What Customers

Want
A company serves a broad

range of clients. Each person
is unique, and that they all
have unique products or
service requirements. Their
aspirations, objectives, and
have to are now all unique.
Consumer Demands
Exceeded
They don't just satisfy their

consumers' demands
throughout this extremely
competitive environment.
Instead, managers should just

go above and above to rise to

the occasion. Among the most
difficult difficulties in
customer support is
aggressively doing that.
A client asks for anything

management is unable to
provide.
Clients may want discounts

that they might provide,
features that they cannot
develop, especially
customizations that they
cannot provide (Kreye, 2018).
All of those are common
situations for customer
service agents.
Firstly, companies must

determine whether consumer
requests can indeed be
fulfilled. When a company
says yes, how much would its
price in terms of personnel,
energy, or funds? Lastly,
companies must balance
themselves against the sum
which the buyer will pay
them. People should proceed
whether it supports the

calculation.
Deliver quality customer service by: Section 2 of project
 describing at least two customer portfolio

service goals to meet the customer
service requirements and Increase operator satisfaction
product/service/program targets
Consumers who are pleased
 integrating customer service goals
and requirements into the existing are pleased with the staff. But
business plan, using a style of
at very minimum, disgruntled
writing appropriate for business
use. staff will make providing
 refining at least one of your compassionate, attentive
business’s customer service
solutions to customers much
policies and procedures to reflect
best practice models, standards more difficult. Every
and customer service goals and
customer support manager
requirements.
must make enhancing the
 meeting (with at least two other staff
members who are responsible for overall quality of those
customer service and are
customer services a prime
associated with the identified
problems and issues) to: importance.
o describe the problem and Pleasure of agents could be

system issue
measured in a variety of
o explain the goals, customer
ways. Asking their clients
service requirements and
product/service/program how customers believe is
targets
among the most superior
o explain the changes to the
features.
business plan and customer
service policy and procedures
(make sure the meeting
Client delay times should be
attendees have a copy of the reduced.
new procedures)
o obtain feedback from the staff, Agility becomes their great
considering their experience companion to satisfying
and strengths
customers. Fast responses are
o discuss, adapt and agree on
how the frequently rated as perhaps

product/service/program will be the most critical quality of

delivered in future to meet consumers' client service
customer service requirements
experiences.
o foster a team environment
o consider the needs of a diverse The purpose of the entire

group of people team is to react instantly
o listen and question to obtain (DAVID, 2021).
feedback and confirm
understanding. Representatives will not only
 describing the physical and human be attentive and approach
resources required to: client discussions with
o address one of the identified priority; however, they should
problems and related system
issues experienced by also be provided again with
customers correct equipment as well as
o support staff members. the staff must be set up
 developing at least one physical correctly.
resource required to address
customer service The goal of the customer
requirements/support staff
members (student matches the service is to enhance the
style of their writing to suit the company. A happy customer
audience and manages the
resource according to is lawing a positive thing for
organisational systems). any company. To provide the
 procuring at least one human best customer service system
resource required to address
the companies should train
customer service
requirements/support staff their workers or staffs
members.
properly also monitoring the
 delivering their
key factors of the service can
product/service/program to meet
customer requirements (according be a very good option to
to your adapted business plan,
improve the customer service
customer service policies and
procedures and improved customer in any organization.
service delivery).
As such an industry expands,
so do its goals, design, its
organizational operations.

Many staff are finding it

difficult to adapt to changes
(Li, et al, 2020). Throughout
times of upheaval, many
businesses see a drop in
production and satisfaction.
Solution: Company owners

must concentrate on
explaining the anthropogenic
climate value for all
stakeholders. An excellent
thing to begin is with regular
team meetings. Whenever the
organization knows how,
where, and then when the
adjustment will occur, they
will become more inclined to
accept it.
According to a study
conducted, upwards of a
quarter of businesses are
already doing an ordinary job
of adopting leadership
training. 36% of firms
confessed that current
customer service procedures
are well below standard.
Solution: Performance
management seems to be
essential for keeping the

company steering committee

focused and engaged, as well
as preparing individuals for
future positions. Integrate it
into the society (Cimini, et al,
2020). Day after day, give
individuals an opportunity to
use their own talents.
Achieving goals may
encourage individuals and
allow people to improve
existing talents.
Some other prevalent HR

issue also isn't engaging
inside the professional
development of lesser
personnel. Many
organizations are having
difficulty obtaining the
required funds. Front-line
professionals are among its
hardest working people, but
they may not really have the
opportunity to join a training
session.
Suggestion: Education and

training shouldn't have to be
time-consuming or expensive.
Encourage executives & top
executives to teach potential

subordinates. Companies also

might offer special refresher
courses because then students
can know after their own
speed. If companies engage in
company workers, they would
have devoted and skilled
employees.
Technology is always
evolving. Companies should
change quickly or risk
becoming left behind by
potential rivals (Taheri, et al,
2019). Encouraging staff to
take creativity and understand
modern technology seems to
be a struggle for
entrepreneurs.
Interaction is essential for

success. Ensure that their staff
appreciates the reasons for
each adjustment. Set specific
objectives for innovation
acceptance and give staff the
education of those who really
have to feel confident with
that as well.
Monitor and assess customer service by: Companies also must develop
 developing at least one strategy to KPIs that monitor & enhance

monitor customer service progress their goals once they have

related to their chosen problem and them in existence. Companies
system issue.
can't just turn those objectives
 use the strategy to monitor the
performance of customer service into new initiatives without
staff against stated goals and people.
customer service requirements.
KPIs, usually Key
Performance Indicators, give
a quick snapshot of how much
a company's customer care is
performing.
This list consists of customer

support KPIs companies
should consider:
 Customer experience
pleasure is measured
by the “customer
satisfaction score
(CSAT)”.
 The effectiveness of
individual
recommendations is
measured by the client
satisfaction rating.
 To determine how
long prospective
clients are already on
cue, they use another
connection speed.
 To predict how several
consumers will need

to speak with someone

again to acquire a
remedy, use the first
encounter outcome.
 Average length of
time for resolving
 Interesting problems
 Problem addressed
 to keep records of
such quantity but kind
of difficulties
throughout period
 Percentage of
retaining customers
For instance, certain KPI,
including such NPS, was
already enhanced. However,
businesses have found
significant income measures
including such client overall
profit increasingly
deteriorating. Researchers
must go back to paper blocks
to figure out how the things
are linked.
Reducing the median

completion times is yet
another instance (Abisuga, et
al, 2020). Assume the staff
was effective in reducing the
time required to resolve a

problem. As a consequence,
individuals begin to handle
difficulties improperly.
Satisfied customers as well as
a variety of certain other
important KPIs may suffer as
a result. To put it another
way, make absolutely sure
they're not looking at
particular KPIs throughout
isolation.
Task outcome:  Satisfactory  Not satisfactory
Assessor signature:
Assessor name:
Date:

Final results record
Student name:
Assessor name:
Date
Final assessment results
Result
Task Type Satisfactory Unsatisfactory Did not submit
Assessment Task 1 Knowledge questions S U DNS
Assessment Task 2 Project S U DNS
Overall unit results C NYC
Feedback
 My performance in this unit has been discussed and explained to me.

 I would like to appeal this assessment decision.
Student signature: _________________________________________ Date: _________________
 I hereby certify that this student has been assessed by me and that the assessment has been
carried out according to the required assessment procedures.
Assessor signature: _______________________________________ Date: _________________


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BSBOPS505 Manage Organisational Customer Service

BSBOPS505 Manage Organisational Customer

Student Assessment Task

Student Assessment Tasks – Cover Sheet

Student Name Student ID Number

Unit Start Date Unit End Date

Assessment Due Date Date Submitted

The assessment process and tasks were fully explained. Yes / No

I am aware of which evidence will be collected and how. Yes / No

I am aware of my right to appeal an assessment decision. Yes / No

I have discussed any additional educational support or reasonable adjustments I

I have access to all required resources? Yes / No

Cheating & Plagiarism Declaration

Signature Date: ______ / ______ / 20______

Document Name: Student Assessment Task

Satisfactory or Not Yet Satisfactory

Feedback to Student - Please provide general feedback on the Student’s performance

Student Name: Assessor Name:

Student Signature: Date Assessor Signature: Date

Document Name: Student Assessment Task

Document Name: Student Assessment Task

Assessment for this unit

Document Name: Student Assessment Task

Assessment Task 1: Knowledge questions

Information for students

 adhere with your AIMIHS’s submission guidelines

 answer all questions completely and correctly

 submit work which is original and, where necessary, properly referenced

 submit a completed cover sheet with your work

 avoid sharing your answers with other students.

 where this task should be completed

 the maximum time allowed for completing this assessment task

 whether or not this task is open-book.

Document Name: Student Assessment Task

3. List the types of products and services covered by the consumer guarantee.

6. Explain what information is commonly found in an organisation’s complaints policy and

8. Explain the concept of service standards and their importance. Identify two examples of

10. Explain the concept of public relations as a method of marketing communication. In your

12. Explain how customer service can impact on the public relations image of a company.

13. Outline four key ways of providing excellent customer service.

14. Explain why an unhappy customer is not good for business.

Document Name: Student Assessment Task

21. Explain two further strategies that can be used to monitor, manage and introduce ways to

Document Name: Student Assessment Task

Assessment Task 1: Checklist

Did the student provide a Completed

Question 1 The “Australian Consumer Statute

Question 2 Any individual – or perhaps a business –

Document Name: Student Assessment Task

The items as well as services value well

A business passenger vehicle with a

Australian consumer law applies to

Consumer promises should be met by

Question 3 Except if the customer is instructed

Organizations that would provide

Document Name: Student Assessment Task

timeframe (when there is a limited

Question 4 Notices which say “No refunds” or “No

Australian consumer law really had no

Question 5 If a consumer just switches their opinion

Customers are indeed allowed to claim or

Document Name: Student Assessment Task

with common law rules.

Question 6 Assure the customer facing strategy

Signature Date: / / 20__