Assessment 1 - PROJECT
AET CONSTRUCTION SUPPLIES PTY LTD COMPANY PROFILE
AET Construction Supplies Pty Ltd. was founded in 1997 by Fred Bingle of Melbourne, Australia. AET's first truck was a 1982 International Acco 1950C Table / Tray Top which supplied Coulee Agro, a local construction company with bulk timbers and trusses. A 1988 Mitsubishi and a pinstriped Kenworth T950 formed the original fleet of three.
The newly formed company quickly achieved its goals through long hours and hard work. Early on, drivers were responsible for servicing and cleaning their trucks and on occasion could be seen sweeping out a 53 foot trailer as well. This type of determination and their commitment to customer service quickly captured the attention of other businesses as well. AET Construction Supplies expanded from three to eleven trucks in just over a year as their reputation continued to grow.
In 2004 a successful land deal allowed the company to establish operations at its current location in Laverton. In 2005, a 7500 square foot state-of-the-art warehouse facility was added to the existing site and within two years another 3200 square foot expansion completed the current warehouse as a distribution. AET Construction Supplies now also provides services in cross docking and distribution of chemicals.
Their focus on teamwork continues to satisfy new customers with effective supply chain management that consistently delivers on time. AET Construction Supplies team uses cutting edge logistics to track inbound and outbound shipments for over 100 reputable companies in Victoria and New South Wales.
AET Construction Supplies is now a medium sized business that operates a fleet of over 50 Prime Movers and Trailers ready to leave on a moments notice. AET Construction Supplies has rental and lease agreements with some of the largest trailer leasing and rental companies in Australia as well. With numerous trucks and trailers at their disposal they can pick up and deliver to Victoria, New South Wales, ACT, Queensland, South Australia and Western Australia.
AET Construction Supplies takes pride in safety and compliance. Thoroughly trained employees certified in the transportation of dangerous goods, the handling of hazardous materials and a zero tolerance for drugs and alcohol are just some of the mandatory programs that create a safer workplace for everyone.
As a growing company in a thriving country, AET Construction Supplies shares Fred Bingles commitment to small city personal service and a quality work ethic as the key to their success.
TASK
You have recently been employed with AET Construction Supplies as the Customer Service Manager. Your role was created to address the gap between AET Construction Supplies mission to provide quality customer service, and their actual un-organised / informal process for working with customers.
Your first task in this role is to develop and formalise AET's Customer Service Strategy. In undertaking this task, you are to:
- Provide a detailed written response outlining the process you would follow to undertake this task
- Develop a Customer Service Strategy that:
o Incorporates internal customer requirements
o Incorporates external customer requirements
o Develops customer service standards that you would like to implement
o Includes procedures for implementation of each standard
o Covers a process for handling complaints and grievances
o Identifies the required resources
o Includes a roll-out and implementation process
o Outlines both long term and short term plans for monitoring the achievement of customer service aims, and evaluates their effectiveness, along with any associated forms required for this.
You should provide a detailed response to this task, as your assessor will be checking to ensure it meets the company requirements, and is written to an acceptable industry level.
Finally, please take the liberty of adding any additional details into the company profile if required for your task
Assessment 2
AET CONSTRUCTION SUPPLIES PTY LTD CUSTOMER COMPLAINT
Whilst evaluating the quality of service provided by AET Construction Supplies, you notice a decline in return work from 3 of your major clients. You do not know why this is the case, and whilst the impact may be due to economic conditions, you go to investigate the reasons.
After contacting all 3 clients, it becomes obvious that the deliveries are not being made within the accepted timeframe required by the customer. The delivery time seems to vary between 1-2 days for the same load, going to the same destination. You notice that you use the same driver for these 3 companies.
In the form of a detailed written response, you are to:
- Outline the process you would follow to investigate the cause of the customer dissatisfaction
- Identify possible reasons the driver is not performing to the expected company level, and outline the actions you would take as a result (please identify at least 5 different reasons)
- Support your comments and provide the reasons for your recommendations
Assessment 3 -
Instructions for Observations:
- All students will be observed in a practical environment, with a simulated set-up.
- The scenario will be explained to you by your assessor.
- During your preparation time, you are allowed to ask questions to your assessor.
- During the observation, do not talk or communicate in any way to others if you are present in the classroom. Everyone deserves silence and focus while they are being assessed.
- Do not panic during the Observation, speak in a loud and clear voice.
- Your assessor will give you some feedback after your performance. Listen and take notes if required.
- Follow the assessment instructions on the following page
Following from Assessment 2, you are required to talk with both the customer and the driver to identify the actual reasons for the variations in customer service. You are to use your conflict resolution skills to gain an acceptable outcome for AET Construction Supplies (where possible)
Your assessor will role-play both the customer and the driver. Both role-plays will be undertaken separately.
It is suggested that you prepare for your discussions with both parties, and document the questions you will ask. Don't forget to try to predict their answers before you talk, so you have a chance to think of your responses.
Assessment Summary
- Your assessor will observe you performing the above task
- Review the observation checklist to know what is expected of you. You may refer to this checklist at any stage PRIOR to the commencement of your assessment.
- You must not refer to this checklist whilst you are being assessed
Please refer to the instructions below regarding completing this assessment This is an open book written assessment. In the time allocated, you are to answer all of the following questions. Make sure you:
- Write Clearly
- Answer all questions
- Use a pen. Assessments written in pencil will not be accepted.
- Ask your assessor if you do not understand a question. Whist your assessor cannot tell you the answer, he/she may be able to re-word the question for you
- Do not talk to your classmates. If you are caught talking, you will be asked to leave and your assessment will not be marked.
- Do not cheat. Anyone caught cheating will automatically be marked Not Yet Competent for this unit. There are NO EXCEPTIONS to this rule.
Assessment 4
1 In the space provided, you are to provide a step by step process on how to deal with complaints.
2 Why are customer complaints important?
3 What strategies could you implement to identify customers needs?
4 List 3 factors required to ensure customer feedback is effective.
5 List 6 different interactions made with customers in every business
6 List and explain 8 different factors for delivering superior service to customers
7 Why is following up with clients important? Explain your answer
8 What are the two dimensions of service?
9 Describe the five elements of quality service
10 Describe the following service culture components
Service mission
Products and services
Delivery system
Training
Motivators and Rewards
Policies and Procedures
11 List 8 words or phrases that damage customer relationships
12 Describe how you deal with assertively customers
13 Identify 6 different customer needs, and how you can address them.
14 Describe the following behavioural styles, and how you would deal with them.
Style
Dominance:
Influencing:
Steadiness:
Compliance:
15 Service breakdowns occur whenever any product or service fails to meet the customers' expectations. Describe the steps you would take to rectify a service breakdown.
16 What factors may reduce / restrict or prevent service recovery?
17 What information should try to find out from your existing customers whilst researching their needs?
18 What information should try to find out from your potential customers whilst researching their needs?
19 List and explain 10 things you should know about your customer
20 Explain 6 different strategies you can use to obtain customer feedback
21 Describe the importance and impact of variable quality in products or services offered
22 What is the importance of sensitivity during conflict resolution? How does one achieve this?
23 What is the best outcome of a conflict? How is this achieved?
24 How do ethics affect your role managing Customer Service?
25 How do consumer protection laws affect your company?
26 Outline and describe what is meant by Anti-discrimination, and how it would affect your role as a customer service manager.
27 What are the National Privacy Principles?
28 List 3 points you should follow to ensure you comply with the National Privacy Principles.
29 In terms of privacy what is considered "Personal information"?
30 How do industry codes of practice effect your role managing customer service?
31 What are an employer's rights and responsibilities in terms of OHS?
32 What financial legislation may affect you whilst managing customer service?