BSBOPS505

Manage organisational customer

service
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Topic 1: What are the customer requirements?

BSBOPS505 Manage organisational customer service

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• Understanding customer requirements is an essential stage in

determining the needs of a customer to support providing a quality
service.
• It involves consulting with the customer, integrating feedback and
identifying any resources to address requirements.

Topic 1: What are the customer requirements?

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ACTIVITY: RESEARCH AND DISCUSS

Have a look online for customer reviews of Extragreen travel company.
Use three different platforms to find reviews. Compare the reviews. What are
customers saying? Do you think based on the reviews, this company is providing a
quality service? Justify your answer by providing examples.
Your trainer/assessor will facilitate any group discussions where relevant.

Topic 1: What are the customer requirements?

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CONSULTATION
Consulting with customers provides information need to help to identify
customer service requirements. Effective consultation requires:
• a clear understanding of the problem, along with possible causes
• strategies for resolving issues
• resources to implement any required changes
• clear communication.

Topic 1: What are the customer requirements?

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ACTIVITY: READ
The following example of consultation reflects how a business uses effective
consultation:
http://www.schwarzkopf-professional.se/skp/se/en/home/education/ask/consultation/06
14/your-salon-guide-to-an-effective-consultation.html

South Australian Trails consultation techniques is an example of an approach to

customer service (view page 36):
http://www.southaustraliantrails.com/wp-content/uploads/2017/03/Trail-Design-Guidelin
es.pdf

Topic 1: What are the customer requirements?

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ACTIVITY: DISCUSS
What are the differences between qualitative and quantitative research and primary
and secondary sources of information?
Your trainer/assessor will facilitate a discussion.

Topic 1: What are the customer requirements?

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CONSULTATION
It is important to understand customer behaviour because it assists a
business to understand the needs of their customers and then to be able
to provide services and products to meet these needs.

Topic 1: What are the customer requirements?

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INTEGRATING FEEDBACK
• Once you have received feedback from customers you need to
integrate this into the organisation’s business plan.
• A business plan states an organisation’s goals and how they plan to
achieve them.

Topic 1: What are the customer requirements?

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RESOURCES
• Physical resources
• Intangible resources
• Human resources

Topic 1: What are the customer requirements?

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CUSTOMER SERVICE STANDARDS

• Customer service standards set targets for a business to meet
customer needs through the use of its people, systems and technology.
• Service standards can become a valuable management tool.

Topic 1: What are the customer requirements?

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ACTIVITY: READ
Review the following customer service charter which provides an example of standards
to follow:
https://www.business.gov.au/about/customer-service-charter
Look through the type of customer service standards that could be implemented:
https://thethrivingsmallbusiness.com/customer-service-standards/

Topic 1: What are the customer requirements?

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ACTIVITY: RESEARCH AND DISCUSS

Puglicious is a new mobile dog wash service in the city of Melbourne. They would like
to write a list of customer service standards for the collection and delivery of dogs to
their homes. This is to be given to all new staff during their induction.
Write a list of standards that could be used.
Make any assumptions as required.

Topic 1: What are the customer requirements?

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LEGISLATION
An organisation can ensure that their legal obligations are met by
including compliance to laws, industry standards and codes of practices
within their policies and procedures.

Topic 1: What are the customer requirements?

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ACTIVITY: READ
The listed websites are links to relevant consumer law legislation from all levels of
government that may affect aspects of customer service delivery.

Topic 1: What are the customer requirements?

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PRIVACY ACT 1988

This legislation relates to the privacy and confidentiality of customer
information and how an organisation must keep secure records and
maintain the quality of stored information.

Topic 1: What are the customer requirements?

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ACTIVITY: READ
Read the privacy principles as set out by the Privacy Act 1988:
https://www.oaic.gov.au/privacy-law/privacy-act/australian-privacy-principles

Topic 1: What are the customer requirements?

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AUSTRALIAN CONSUMER LAW

The Australian Consumer Law is a single, national law concerning
consumer protection and fair-trading, which applies the same way
nationally and in each State and Territory.

Topic 1: What are the customer requirements?

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THE AUSTRALIAN COMPETITION AND CONSUMER

COMMISSION (ACCC)
The ACCC promotes competition and fair trade in the marketplace to
benefit consumers, businesses and the community and regulates national
infrastructure services.

Topic 1: What are the customer requirements?

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CONSUMER GUARANTEES
• The consumer guarantee provides rights that exist despite anything the
supplier or manufacturer may say or do.
• Extended warranties are optional. However, under the consumer
guarantee the consumer has a statutory right to a remedy if the product
is not of acceptable quality after a short period of time.

Topic 1: What are the customer requirements?

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LEGAL ENTITLEMENTS
• Generally, a store does not have to give a refund or replacement if a
customer changes their mind about a product.
• Some stores and chains have a policy to offer a refund, exchange or
credit note if a customer changes their mind.
• If a store does not have a change of mind policy, the customer is only
entitled to a refund or replacement for a major problem with a product
covered by consumer guarantees.

Topic 1: What are the customer requirements?

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ACTIVITY: READ
For a list of consumer protection agencies and links to further information visit:
http://www.australia.gov.au/information-and-services/public-safety-and-law/consumer-p
rotection

Read further on the requirements for displaying prices, outlined by the Australian
Competition and Consumer Commission (ACCC):
https://www.accc.gov.au/business/pricing-surcharging/displaying-prices

Topic 1: What are the customer requirements?

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ORGANISATIONAL POLICIES AND PROCEDURES

When you are providing a service to meet the identified needs of
customers, you will have to do so according to your organisation’s
policies and procedures, as well as any legal requirements.

Topic 1: What are the customer requirements?

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ACTIVITY: READ
Managing online customer reviews:
https://www.business.qld.gov.au/business/running/customer-service/managing-online-c
ustomer-reviews

Take any notes to summarise what you have read and keep for future reference.

Topic 1: What are the customer requirements?

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ACTIVITY: DISCUSS
• Have you ever had any issues with customers/clients or have had a need to
complain?
• Have you been in a situation whereby a customer complaint or a personal complaint
was handled satisfactorily? What was the process taken? Did it work? Was the
complaint resolved?
• Are complaints good for an organisation?
• Identify the three steps to manage a customer complaint.

Topic 1: What are the customer requirements?

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ACTIVITY: WATCH
Compilation of varying customer complaints.
Video: http://www.youtube.com/watch?v=HGyMGRc32QI (04:31)
Handling Customer Complaints.
Video: https://www.youtube.com/watch?v=ZHaCMZLjCxE (01:20)
Note any key points or takeaways.

Topic 1: What are the customer requirements?

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ACTIVITY: READ
• Managing customer complaints.
• This article discusses how customer complaints are good for your business.
• The Ombudsman Western Australia have some guidelines for effective handling of
complaints.
• View the complaints management policy procedure published by the Queensland
Government for the Department of Communities, Child Safety and disability
Services.

Topic 1: What are the customer requirements?

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ACTIVITY: GROUP WORK

• Write a customer service standard that could be used for the store based on this
information. Make assumptions and also ask your trainer/assessor for more
information if necessary.
• Assuming there is no requirement in the business plan for these issues, what would
you need to integrate into it, according to the feedback you have?
• What resources do you think you would need to address the customer
requirements? How would you source these resources? (You can make
assumptions based on the fact that you manage the store.)

Topic 1: What are the customer requirements?

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Topic 2: Delivering quality products and services

to customers

BSBOPS505 Manage organisational customer service

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After establishing the customer requirements, you will then need to

deliver a quality product and service that meets the customer
specifications whilst also maintaining the quality and delivery standards of
the organisation.

Topic 2: Delivering quality products and services to

customers
Topic 1: Insert topic title
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TEAM PERFORMANCES
Teamwork is essential to the success of attaining quality customer
service. It is important to therefore monitor team performance so that you
can assess the quality and delivery of an organisation’s customer service
standards.

Topic 2: Delivering quality products and services to

customers
Topic 1: Insert topic title
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OVERCOMING DIFFICULTIES
Customer service standards provide a set of guidelines for employees to
follow. But what if they have difficulties in meeting these?
There could be issues with lack of training, staff absence, issues with
supply and demand, agitated customers.

Topic 2: Delivering quality products and services to

customers
Topic 1: Insert topic title
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PROBLEM IDENTIFICATION AND RESOLUTION

• It is important that managers, supervisors and colleagues are
supported to overcome these difficulties.
• If an issue or a problem has been identified, it’s important to try and
resolve it so that the customer service is not detrimentally affected.

Topic 2: Delivering quality products and services to

customers
Topic 1: Insert topic title
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ACTIVITY: RESEARCH AND DISCUSS

Research the RATER model – a service quality framework that highlights five important
business areas customers use to analyse strength or weaknesses.
Using your own experiences as a customer and your experiences in the workplace,
note down what you think are your customer’s needs for each RATER element in the
“Your Customer’s Needs” column. Use the table to guide your response.

Topic 2: Delivering quality products and services to

customers
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CUSTOMER COMMUNICATION
When you are dealing with customers, you need to use effective
communication skills, develop a report and build relationships.
Communication skills are vital in exploring customer needs.

Topic 2: Delivering quality products and services to

customers
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CUSTOMER SERVICE PROTOCOLS

Customer service protocols are the set of rules that govern the expected
organisational conduct and procedures when dealing with customers. It
can support staff when serving customers so that they can be efficient,
consistent and provide a standardised service.

Topic 2: Delivering quality products and services to

customers
Topic 1: Insert topic title
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IMPROVING CUSTOMER SERVICE RELATIONSHIPS

There are strategies that an organisation can use for monitoring,
managing and introducing ways to improve customer service
relationships.

Topic 2: Delivering quality products and services to

customers
Topic 1: Insert topic title
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ACTIVITY: WATCH
Build a Strong Business With Strong Customer Relationships.
Video: https://www.youtube.com/watch?v=HUmO0Z570bk (03:41)
Know Your Customer.
Video: https://www.youtube.com/watch?v=-8Mo4qUWQLw (10:10)
Top Strategies for Customer Retention.
Video: https://www.youtube.com/watch?v=63ABcmQEuo0 (08:11)

Topic 2: Delivering quality products and services to

customers
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ACTIVITY: GROUP WORK

• How could you monitor your team’s performance to ensure that the customer
service delivery meets the standards identified?
• Identify three key targets or standards that must be met in one months time.
• Provide three strategies that could be used to support colleagues in overcoming any
difficulties that they have in relation to their communication and ability to deal with
customers when the store is busy.

Topic 2: Delivering quality products and services to

customers
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Topic 3: Evaluating the customer service

provided

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When you deliver a product and service it is important to then evaluate

the customer service provided. This will mean monitoring service targets
and standards, obtaining customer feedback and then adapting the
delivery accordingly.

Topic 3: Evaluating the customer service provided

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MONITORING PROGRESS
To monitor the progress of customer service, an organisation will need to
develop and use strategies to collect and analyse set targets and
standards on the service provided.

Topic 3: Evaluating the customer service provided

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CUSTOMER FEEDBACK
Gaining customer feedback is another method for monitoring customer
service and can be valuable for either negative or positive feedback as
both will help to ascertain areas where improvements need to be made,
as well as where areas are going well.

Topic 3: Evaluating the customer service provided

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ACTIVITY: READ
Read more on customer feedback:
https://survicate.com/customer-feedback/why-customer-feedback-is-important/

Topic 3: Evaluating the customer service provided

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ADAPTING CUSTOMER SERVICE DELIVERY

After receiving feedback and analysing customer service standards and
targets, the next step is to decide what needs improving or changing in
order to make adaptions to enhance the customer product and service
delivery.

Topic 3: Evaluating the customer service provided

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MANAGING RECORDS
Any records, reports or recommendations that have been gathered for
managing customer service delivery should be kept and managed
according to organisational systems and processes.

Topic 3: Evaluating the customer service provided

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ACTIVITY: READ
Read the following articles on how keeping records can benefit customer service:
• https://www.business.qld.gov.au/business/running/customer-service/collecting-and-s
toring-customer-information

• https://blog.mesltd.ca
/improving-the-customer-service-experience-with-records-management
• https://www.austrac.gov.au/business/how-comply-and-report-guidance-and-resource
s/record-keeping

Topic 3: Evaluating the customer service provided

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ACTIVITY: GROUP WORK

Assume that you will be using the service standards created in the first activity, how
can you assist your team in meeting these customer service requirements?
Using www.surveymonkey.com create a list of 10 questions that you could use to ask
for customer feedback that you could use to evaluate the customer service.

Topic 3: Evaluating the customer service provided

BSBOPS505 Manage organisational customer service