Assignment Task:
Complete the following activities individually or in a group (as applicable to the specific activity and the assessment environment).
Where applicable, a signed observation by either an approved third party or the assessor will need to be included in these activities as proof of completion.
Assignment Task 1:
A) Objective to provide you with an opportunity to investigate, identify, assess, and include the needs of customers in planning processes
1. List 5 appropriate research methods for investigating customer needs.
2. Provide an overview of the RATER model of assessment.
3. Provide an overview of SWOT analysis.
B) Objective To provide you with an opportunity to ensure plans achieve the quality, time and cost specifications agreed with customers
1. A customer paid $300 dollars for a pair of bedside cabinets. When she received them, they were not the colour she expected them to be and one had a dent in the side. After phoning the store she bought them from, she was told that if she wanted the colour that was on display in the store it would be an extra $20 dollars and she would need to pay shipping and handling fees to return the cabinets she had received back to the manufacturer. Furthermore, the damage could not be rectified because 'it must have been the courier's fault'. Do you think this situation demonstrates quality of product and service? Justify your answer.
2. Visit the Australian Competition and Consumer Commission website. Write an overview of no more than 200 words regarding the stipulations for two-price comparison advertising.
Assignment Task 2:
A) Objective: To provide you with an opportunity to deliver products and services to customer specifications within organisation's business plan
1. What 4 steps should be undertaken in order to create a successful product and service delivery?
2. Provide an overview of the SMART method for setting goals and targets for product and service delivery.
B) Objective: To provide you with an opportunity to monitor team performance to consistently meet the organisation's quality and delivery standards
1. Within your workplace or organisation, spend 20 minutes observing a staff member in a customer service setting. Make notes about what you witness, identifying employee strengths and areas which you feel could be benefited from additional support/learning.
2. Create a self-assessment form that employees could complete in order to evaluate their own customer service performance.
C) Objective: To provide you with an opportunity to help colleagues overcome difficulties in meeting customer service standards
1. In no more than 250 words summarize how problem-solving can be used to help overcome difficulties in reaching expected customer service standards. Make sure you include an overview of the problem-solving process.
2. A colleague is struggling to meet the organisational requirement of handling a customer call in no more than 10 minutes without feeling like she is rushing the conversation. How may you be able to help her meet the organisational standards whilst still providing excellent customer service?
Assignment Task 3:
A) Objective: To provide you with an opportunity to develop and use strategies to monitor progress in achieving product and/or service targets and standards
1. Create a list of at least 4 methods that can be used for monitoring progress in achieving product and/or service standards.
2. Provide an overview of no more than 200 words on customer relationship management.
3. Explain a time from previous working experience or within your current role where you have monitored feedback and used it to influence change in order to meet product and/or service standards.
B) Objective: To provide you with an opportunity to develop and use strategies to obtain customer feedback to improve the provision of products and services
1. List 4 ways that customer feedback may be gathered.
2. In which ways may organisations receive customer complaints? List 3 ways.
3. List 5 strategies that can be used to deal with customer complaints.
4. List 4 things that you should pay particular attention to when analyzing feedback.
C) Objective: To provide you with an opportunity to develop, procure and use resources effectively to provide quality products and services to customers
1. Explain an instance where you have effectively used human resources to provide quality services and products to customers.
2. Create a list of at least 10 physical resources that are used within your organisation or place of work that contribute to providing quality customer service.
3. Explain an instance where you have used time effectively to provide high-quality products and services to customers.
D) Objective: To provide you with an opportunity to make decisions to overcome problems and to adapt customer services, products and service delivery in consultation with appropriate individuals and groups
1. Outline an effective decision-making process.
2. List 3 appropriate individuals or groups that you may involve in the decision-making process.
E) Objective: To provide you with an opportunity to manage records, reports and recommendations within the organisation's systems and processes
1. List 3 typical pieces of information that you may need to include in a service delivery report.
2. What do the Australian Privacy Principles which are found under schedule 1 of The Australian Privacy Act 1988 cover?
3. Summarize your organisation's policies and procedure for the management and storage of records and reports.
Section A: Skills Activity
Objective: To provide you with an opportunity to show you have the required skills for this unit.
A signed observation by either an approved third party or the assessor will need to be included in this activity as proof of completion.
This activity will enable you to demonstrate the following skills:
Reading: Interprets and analyses textual information from a variety of sources and applies the knowledge that has been gained to evaluate standards for organisation's products and services
Writing: Produces a range of text types to convey information, requirements or recommendations matching style of writing to purpose and audience
Oral Communication: Clearly articulates systems and standards in a team environment using language suitable to diverse audiences
Uses listening and questioning techniques to obtain feedback and confirm understanding
Numeracy: Interprets and comprehends mathematical information in organisation's business and customer service plans
Navigate the world of work: Recognizes and applies organisational protocols and meets expectations associated with own work
Interact with others:
i) Identifies and uses appropriate conventions and protocols when communicating with colleagues and customers
ii) Collaborates with others, taking into account their strengths and experience, to achieve desired outcomes
iii) Provides support in field of expertise to team
Get the work done:
i) Develops and implements plans using logical processes and monitors and evaluates progress against stated goals
ii) Accepts responsibility for addressing complex or non-routine difficulties, applying problem solving processes in determining a solution
iii) Uses digital technology to access, organize and present information in a format that meets requirements
Answer the activity in as much detail as possible, considering your organisational requirements.
Question 1: On two separate occasions, gather customer feedback in order to assess service needs and expectations. Interpret and evaluate the information gathered. The information must contain some qualitative and some quantitative data. Compare this data to current information about implemented strategies. Create a presentation about whether you feel current strategies for customer services are effective based on customer feedback. The presentation should contain explanations and visual representations of numerical data. Deliver this presentation to a group of staff members.
Question 2: Explain how you meet the expectations of your role in a current strategy that is implemented within your organisation and how it adheres to organisational policies and procedures.
Question 3: Explain in no more than 200 words each, an occasion where you have done the following:
A) Identified and used appropriate conventions and protocols when communicating with colleagues and customers
B) Collaborated with others, taking into account their strengths and experience, to achieve desired outcomes
C) Provided support in your field of expertise to the team.
Question 4: Explain in no more than 200 words each, an occasion where you have done the following:
A) Developed and implemented plans using logical processes and monitors and evaluates progress against stated goals
B) Accepted responsibility for addressing complex or non-routine difficulties and applied problem-solving processes in determining a solution
C) Used digital technology to access, organize and present information in a format that met requirements.
Section B: Knowledge Activity:
Objective: To provide you with an opportunity to show you have the required knowledge for this unit.
The answers to the following questions will enable you to demonstrate your knowledge of:
A) Outline the legislative and regulatory context of the organisation relevant to customer service
B) Describe organisational policy and procedures for customer service including handling customer complaints
C) Identify service standards and best practice models
D) Summarize public relations and product promotion
E) Outline techniques for dealing with customers including customers with specific needs
F) Explain techniques for solving complaints including the principles and techniques involved in the management and organisation of:
- Customer behaviour
- Customer needs research
- Customer relations
- Ongoing product and/or service quality
- Problem identification and resolution
- Quality customer service delivery
- Record keeping and management methods
- Strategies for monitoring, managing and introducing ways to improve customer service relationships
- Strategies to obtain customer feedback
Answer each question in as much detail as possible, considering your organisational requirements for each one.
All answers will vary depending on the learner and the organisation they work for but the learner should be able to answer each question competently.
1. Outline the legislative and regulatory context of your organisation relevant to customer service.
2. Describe organisational policy and procedures for customer service including handling customer complaints.
3. Using research, identify recognized service standards and best practice models. Summarize your findings.
4. In no more than 100 words each, explain what is meant by 'public relations' and 'product promotion'.
5. Outline techniques for dealing with customers including customers with specific needs. Answers can be based on prior work experience, information from the Learner Guide or further research.
6. Explain techniques for solving complaints including the principles and techniques involved in the management and organisation of:
a) Customer behaviour
b) Customer needs research
c) Customer relations
d) Ongoing product and/or service quality
e) Problem identification and resolution
f) Quality customer service delivery
g) Record keeping and management methods
h) Strategies for monitoring, managing and introducing ways to improve customer service relationships
i) Strategies to obtain customer feedback.
Section C: Performance Activity
Objective: To provide you with an opportunity to demonstrate the required performance elements for this unit.
A signed observation by either an approved third party or the assessor will need to be included in this activity as proof of completion.
This activity will enable you to demonstrate the following performance evidence:
i) Develop and manage organisational systems for quality customer service
ii) Develop and review plans, policies and procedures for delivering and monitoring quality customer service
iii) Implement policies and procedures to ensure quality customer service
iv) Solve complex customer complaints and system problems that lead to poor customer service
v) Monitor and assist teams to meet customer service requirements
vi) Develop, procure and use human and physical resources to support quality customer service delivery
Answer the activity in as much detail as possible, considering your organisational requirements.
All activity answers will vary depending on the learner and the organisation they work for but the learner should be able to demonstrate their competency in the unit requirements.
1. Within a timeframe given to you by an assessor complete, the following tasks within your organisation:
a) Develop and manage organisational systems for quality customer service
b) Develop and review plans, policies and procedures for delivering and monitoring quality customer service
c) Implement policies and procedures to ensure quality customer service
d) Solve complex customer complaints and system problems that lead to poor customer service
e) Monitor and assist teams to meet customer service requirements
f) Develop, procure and use human and physical resources to support quality customer service delivery.
Completing these tasks may be linked i.e. developing, implementing and reviewing one customer service strategy or may be completed as individual tasks.
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