BSBCUS501- Manage Quality Customer Services
BSB51915- Diploma of Leadership and Management
Table of Contents
Instruction to Students:................................................................................................................ 3
Unit Descriptor:.............................................................................................................................. 3
Prerequisite:..................................................................................... Error! Bookmark not defined.
Purpose of Assessment.................................................................................................................. 3
Competency/Submission Details.................................................................................................. 3
Re-assessment................................................................................................................................ 4
Reasonable Adjustments:.............................................................................................................. 4
Skills Required................................................................................................................................ 4
Knowledge Required..................................................................................................................... 4
Critical Aspects............................................................................................................................... 5
Resources:....................................................................................................................................... 5
Assessment Task 1 – Project.......................................................................................................... 6
Timeframe for Assessment Tasks:............................................................................................... 7
Assessment Task Instructions..................................................................................................... 9
Assessment Evidence Requirements......................................................................................... 10
Assessment Task 2 – Role Play.................................................................................................... 11
Timeframe for Assessment Tasks:............................................................................................. 11
Assessment Task Instructions.................................................................................................... 11
Assessment Evidence Requirement.......................................................................................... 11
Appendix 1: Role-play description............................................................................................. 12
Role description 1..................................................................................................................... 12
Role description 2..................................................................................................................... 12
Appendix 2: Complaints policy and procedures....................................................................... 13
A2Z Pty Ltd. Complaints Policy and Procedure......................................................................... 13
Assessment Task 3 – Project........................................................................................................ 15
Timeframe for Assessment Tasks:............................................................................................. 15
Assessment Task Instructions.................................................................................................... 16
Assessment Evidence Requirements......................................................................................... 16
Instruction to Students
This Learner Guide / Assessment Workbook for BSBCUS501 Manage Quality Customer Service contain details of your assessments and the guidelines for you to be able to complete them.Unit Application
This unit 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.
It applies to individuals who supervise the provision of quality customer service within an organisation’s procedures framework by others. At this level, individuals must exercise considerable discretion and judgement, using a range of problem solving and decision making strategies.No licensing, legislative or certification requirements apply to this unit at the time of publication.
Purpose of Assessment
Successful completion of assessments will contribute to the attainment of the following unit of competency:BSBCUS501 – Manage Quality Customer Service in Diploma of Leadership & Management.
Competency/Submission Details
For you to achieve competency in this unit, you are required to complete the following tasks and submit on the due date specified in your Training Plans. You must achieve satisfactory ratings on all tasks. Your Assessment Task must be submitted in print form.| Task Number | Method of Assessment | Venue of Assessment | Due Date |
| Task 1 | Project | EIE Onsite | Final week of the term |
| Task 2 | Role Play | EIE Onsite | Final week of the term |
| Task 3 | Project | EIE Onsite | Final week of the term |
At each submission of your Assessment Task, you are to fill up the Assessment Cover Sheet and ensure that it is completely and accurately filled up. The Trainer / Assessor or Empire Institute of Education (EIE) representative will provide you with submission receipt to evidence that you have handed over your Assessment Task.
Upon completion of the Unit Assessments, the Trainer/Assessor will mark the Assessment Tasks and completea Unit Assessment Summary Sheet to record the result and feedback. Your Trainer/ Assessor will discuss these with you and thereafter you will be asked to sign the declaration to evidence the feedback session.
Re-assessment
If the result of your Unit Assessment is “Not yet Competent (NYC)”, you will be given an opportunity for re-assessment. You will only work on the component/s of the Task/s that were marked “Not satisfactory”. The re-assessment must be completed within one (1) the study period. Please note that EIE will provide two (2) chances for re-assessment at no cost.Should you not able to achieve competency with all of these opportunities, you are required to repeat the unit at your own cost which will also impact on your extension of study period.
Reasonable Adjustments:
If you have special needs or disabilities, reasonable adjustment will be organised in accordance with the Special Needs / Disabilities Policy and Procedure of EIE.This may include but not limited to:
· visual difficulty, we can assist by making adjustments such as larger print of documents and assessment tools and forms
· physical disabilities, assessment may be broken down into shorter/longer lengths of time, where applicable
· sick or have medical condition, due date extension may be provided
Performance Evidence
Evidence of the ability to:· develop and manage organisational systems for quality customer service
· develop and review plans, policies and procedures for delivering and monitoring quality customer service
· implement policies and procedures to ensure quality customer service
· solve complex customer complaints and system problems that lead to poor customer service
· monitor and assist teams to meet customer service requirements
· develop, procure and use human and physical resources to support quality customer service delivery.
Knowledge Evidence
To complete the unit requirements safely and effectively, the individual must:· outline the legislative and regulatory context of the organisation relevant to customer service
· describe organisational policy and procedures for customer service including handling customer complaints
· identify service standards and best practice models
· summarise public relations and product promotion
· outline techniques for dealing with customers including customers with specific needs
· explain techniques for solving complaints including the principles and techniques involved in the management and organisation of:
1. customer behaviour
2. customer needs research
3. customer relations
4. ongoing product and/or service quality
5. problem identification and resolution
6. quality customer service delivery
7. record keeping and management methods
8. strategies for monitoring, managing and introducing ways to improve customer service relationships
9. strategies to obtain customer feedback.
Resources:
- IBSA Workbook BSBCUS501 and Student Theory Book (EIE)
- Access to appropriate documentation and resources at EIE
- Powerpoint Presentation provided by EIE
Appeals
If you do not agree with the results given by your assessor, you may discuss with them or approach the Training Manager. You can appeal against the decision of your assessor. You can also access the Complaints and Appeals Policy and Procedure of EIE. Compliant and appeal forms are available on EIE website, in your orientation CD provided on orientation day or you can request from student support officer.Plagiarism
In submitting your assessment, please ensure the integrity of your assessment work. To better understand the principle underlying this, please read the Plagiarism Policy and Procedure. You can find the policy on EIE website and in your student handbook as well as in orientation CD. You are required to follow Harvard Reference method for your referencing in assessments. For more detail on Harvard referencing you can from your trainer or handout given to you on Harvard referencing or click the below link to get some examples for referencing.· http://www.uow.edu.au/content/groups/public/@web/@health/documents/doc/uow025425.pdf
Assessment Task 1 – Project
Timeframe for Assessment Tasks:
· Trainer will allocate 2 – 4 hours to discuss assessment task in delivery session· You need to allocate 2 – 3 hours to complete this assessment task in your own time.
This assessment task is to be submitted in the final week of the term.
About the Company:
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A2Z Pty Ltd.: We are the largest producer of widgets in Australia. Established in 1952, and widgets are used as components in a broad range of machinery from domestic appliances to industrial equipment. Our all widgets are manufactured and designed according to customer’s needs and expectations. Further we have empowered countries, communities, customers and people everywhere to use our widgets to realize their organizational goals. We offer our customers a range of high quality products and services at competitive prices. A2Z Widgets operates from one location. There is a store area in the warehouse in order to keep sufficient raw materials used to make the widgets, a machine workshop where the widgets are produced and dispatch and deliveries area. The company office comprises on five operational departments Purchasing Sales Accounts Human Resources Customer Services team (recently established) In total, A2Z Widgets employees over 50 staff. Last year in 2013, A2Z widgets Produced a pre-tax profit $2, 240,000 on a turnover of $16,000,000. A2Z Widgets has a diverse customer base. Their largest customer is a major mining equipment manufacturer. The customer accounts for approximately 30% of total widget sales. The other 70% of sales are medium and small business and to individuals and sole traders. |
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Scenario A2Z Pty Ltd is having problems with some customers. We make stainless steel widgets in a range of sizes: 5mm, 6mm, 7mm, 8mm, 9mm and 10mm. Recently, there have been quality control issues, with some widgets being over 10% bigger or smaller than specified. Some customers have been returning their widgets and asking for refunds. One has claimed compensation for failing to meet a big order deadline because our widgets were the wrong size. To make matters worse, the customer service team members are all taking individual approaches. Some are offering discounts on further orders; some team members are processing reorders differently and at different speeds to other team members; some team members are not apologising. You asked Team Member A to talk to our biggest customer and ask what their needs are. You also asked Team Member B to check with our Production Department to see what was causing the problems. In the past, customer service has consisted of handling the odd complaint and taking our bigger customers out for lunch to keep them happy. You have decided it is time to become more professional and want to produce a customer service plan. |
Customer Service Plan: Team Member B
You have been asked to attend this meeting. The agenda is:
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A2Z Pty Ltd Customer Service Department Service Plan Meeting Agenda 1. Introductions – Manager 2. Why are we implementing a service plan? – Manager 3. What do our customers need? – Team Member A 4. Can we meet their expectations? – Team Member B 5. How will we monitor our success? – All 6. How can we deal with complaints? – All 7. AOB |
Customer Service Plan: Team Member A
Your manager recently asked you to visit Innovative Widget’s largest customer and ask what they needed from us. The details are below; you will present them verbally at this meeting.
- They want all five sizes of widgets.
- They can only accept them within a tolerance of +/- 5%.
- They’re happy with our price, but not the number of faulty widgets they’re getting. They have approached other companies about supplying widgets for them.
- They need incorrect orders corrected within 1 day.
- They are happy with discounts, but each time they call the company’s policy on discounting appears to have changed.
- If they do buy from another company, we lose about 40% of our customer base.
Assessment Task Instructions
1. Based on the above information provided on A2Z Pty Ltd business environment, produce a customer service plan for A2Z Pty Ltd. Your customer service plan should include:
a. vision and mission statements that refer to internal and external customers
b. product standards that include:
i. dimensions
ii. tolerances
iii. pricing
iv. material
v. delivery
c. policies and procedures for:
i. gathering customer information and conducting market research to identifycustomer needs using the RATER model
ii. responding to customer complaints
iii. managing records and data.
2. Develop a one page reflection on your plan and how the design of your plan will work to achieve quality customer service and legal compliance.
3. Submit your customer service plan and reflection to your assessor as per assessment requirements below. Ensure you keep a copy of all work submitted for your records.
Assessment Evidence Requirements
You must provide:● Acustomer service plan submitted on A4 paper or, if submitted electronically, in Word format.
● A one page reflection on your development and design of a customer service plan.
Assessment Submission Requirements
Your assessor will be looking for:● a plan that is easy to understand by employees
● a plan and reflection that have correct spelling and grammar
● a plan that includes vision and mission statements, product standards and procedures that reflect customer needs and promote quality customer service
● a plan that includes procedures that demonstrate knowledge of strategies for managing customer service:
○ understanding customer needs
○ understanding how to build customer relationships
● a plan that includes procedures for record management that demonstrate understanding of internal needs to collect and store information appropriately
● a plan that includes reference (in policies and procedures) to relevant legislation
● a written reflection that contains reference to:
○ how procedures will work to ensure quality time and cost specifications agreed with customers
○ key provisions of legislation and mandatory standards and an explanation as to why they are relevant to aspects of your plan, particularly policies and procedures
○ best practice models and voluntary standards and codes of practice which inform your plan
Assessment Task 2 – Role Play
Timeframe for Assessment Tasks:
· Trainer will allocate 2 – 4 hours to discuss assessment task in delivery session· You need to allocate 2 – 3 hours to complete this assessment task in your own time.
This assessment task is to be submitted in the final week of the term.
Assessment Task Instructions
1. Read the role descriptions provided in Appendix 1 of this task.2. Prepare to participate in two role-plays.
a. In the first role-play, your assessor will participate as the customer and observe you as you role-play the customer service representative.
b. In the second role-play, your assessor will participate as a team member as you role-play the manager of that team member.
3. Participate in a role-play in which you follow the complaints handling procedure to resolve a customer complaint.
4. Participate in a second role-play, in which you identify deficiencies in a team member’s performance and then coach the team member to improve customer service outcomes for your team.
Assessment Evidence Requirement
You must participate in two role-plays observed by the assessor:1. Handling customer complaints.
2. Managing under-performing team member.
3. Team performance tool used
4. GROW model
Assessment Submission Requirement
Your assessor will be looking for you to demonstrate:● ability to consult with customers to resolve complaints using active listening:
○ asking questions
○ paraphrasing/summarising
○ using verbal prompts
○ maintaining good eye contact (if appropriate)
● application of techniques and strategies for resolving routine and non-routine complaints (complaints requiring referral) as determined by procedures (provided in Appendix 2 of this task)
● Ability to develop team members and submit hard copy of the following:
○ monitor team performance to recognise areas for improvement
○ improve the team members’ ability to provide quality customer service to customer specifications and organisational policy and procedures on behalf of the simulated business (refer to customer needs and procedures; use the GROW coaching model)
○ assist team members to handle customer complaints.
Appendix 1: Role-play description
Role description 1
You are a customer service team member of A2Z Pty Ltd dealing with telephone complaints from customers.Use the knowledge and skills obtained from your research on this topic and the facilitator’s presentation to answer calls from a customer.Use the policy and procedures provided in Appendix 2 of this Assessment Task.
Role description 2
You are a customer service manager of A2Z Pty Ltd. Mary is a member of your customer service team at A2Z Pty Ltd.. Her role is to receive telephone enquiries and complaints.You have observed the following:
● Mary has been rude to customers on several occasions. This behaviour contravenes company policy on the knowledge of the importance of friendly service to customers of A2Z Pty Ltd.
● Mary has recently developed a habit of letting the phone ring and then placing customers on hold. This behaviour contravenes company policy on the knowledge of the importance of prompt service to customers of A2Z Pty Ltd..
● Yesterday Mary received a complaint from a customer:
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‘I work as a buyer for the state’s largest supplier of mining equipment. We provide a lot of business toA2Z Pty Ltd.I ordered 1,000 x 7mm widgets for delivery last Friday. I was promised that the delivery would arrive within three days. It’s now a week later and they still haven’t arrived. My production manager just telephoned me to say he might fail to deliver a major order unless the widgets arrive in the next four days. A few weeks ago a consignment of widgets arrived from A2Z Pty Ltd., but they were 6mm widgets rather than the 7 mm I had ordered on that occasion. I am considering going to another supplier for our widgets even though A2Z Pty Ltd. is the only Australian supplier.I could get them cheaper from China, but the saving isn’t great when you add in the extra shipping costs. I’m going to begin legal action if the widgets don’t arrive today. I might order the widgets from China from now on.' |
When the misunderstanding was eventually cleared up, Mary wasn’t sure how to track orders or reorder the products. She said there was nothing she could do as A2Z Pty Ltd.’ procedures didn’t seem to cover this issue.
Demonstrate your knowledge of how to develop team members and coach Mary to improve the quality of her customer service.
Use the A2Z Pty Ltd. Complaints policy and procedures document in Appendix 2 of this task to assist you.
Appendix 2:
A2Z Pty Ltd:
A2Z Pty Ltd is engaged in providing consultancy services to the customers whoneed widgets. It allows them to pay a variety of bills in easy installments.Through A2Z Pty Ltd you can reduce your administrative costs, including additional costs caused by the withdrawal and reconnection of your service to a customer.
Complaints policy and procedures
A2Z Pty Ltd.
Complaints Policy and Procedure
| Purpose | The purpose of this policy is to ensure the management of complaints is carried out consistently, fairly and transparently and in accordance with organisational requirements. |
| Scope | The scope of this policy covers the management of customer complaints by employees and contractors of A2Z Pty Ltd.. |
| Resources | Specific procedures for the implementation of this policy are available below and on the company intranet. |
| Responsibility | Responsibility for the implementation of this policy rests with employees and management of A2Z Pty Ltd.with responsibility for managing customer complaints. |
| Relevant legislation etc. |
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Updated/ authorised |
10/2011 – John Doe CFO |
To manage complaints
- Greet the customer courteously and give them your name.
- Listen fully to what the customer is saying. Try to gather all the facts about the complaint and jot them down. Ask questions and summarise what they are saying.
- Never argue with the customer.
- Apologise for any product fault or poor service. Be sympathetic. Ask if the customer will allow us to send the faulty item to our quality department for testing.
- When you have all the details about the complaint, ask the customer how they would like it to be resolved.
- No product replacements are within all staff members’ authority.
- All staff members can use their professional judgement and refund an additional 10% of the value of the faulty product up to a maximum value of $25.
- Complaints involving damage to other property are covered by our insurance. Help the customer to complete the Claims Form and ask if the customer can obtain quotes for repairs.
- All complaints involving injury must be referred to the Customer Service Manager. Agree a suitable time for the Customer Service Manager to call the customer.
- Any complaint that is not covered in the above procedures must be directed to the Customer Service Manager. Agree a time for the Customer Service Manager to call the customer.
Assessment Task 3 – Project
Timeframe for Assessment Tasks:
· Trainer will allocate 2 – 4 hours to discuss assessment task in delivery session· You need to allocate 2 – 3 hours to complete this assessment task in your own time.
This assessment task is to be submitted in the final week of the term.
Customer Service Plan
You have been asked to attend this meeting. The agenda is:
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A2Z Pty Ltd Customer Service Department Service Plan Meeting. 1. Introductions – Manager 2. Why are we implementing a service plan? – Manager 3. What do our customers need? – Team Member A 4. Can we meet their expectations? – Team Member B 5. How will we monitor our success? – All 6. How can we deal with complaints? – All 7. AOB |
1. Team members really stressed about the calls.
2. Team members angry that they were not given a heads-up about production problems so they could adequately explain to customers
3. Team members unsure about complaints handling process
- Team members not sure of the standards for processing speed.
Assessment Task Instructions
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Develop a set of KPIs (Key performance indicators) for A2Z Pty Ltd. customer service representatives. KPIs should address the areas of customer and business requirements identified below:
- call/enquiry/complaint handling time
- following organisational procedures
- identifying customer issues and opportunities to increase customer satisfaction or meet customer needs
- assisting team members to improve customer service
- assisting other internal customers of customer service team
- customer retention
- sales
- ability to handle complaints
- ability to record and store customer information
- Customer satisfaction.
- Develop a plan or procedure for monitoring team members’ performance against KPIs.
- Develop a questionnaire to collect customer feedback related to KPIs and/or designed to uncover identifiable gaps between services provided (including the quality of service) and customer expectations.
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Prepare a 1–2 page report containing recommendations for organization-wide customer service improvement. The report should contain:
- 3–4 recommendations
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A rationale for each recommendation based on your knowledge of:
- Problem identification and resolution
- Managing customer service and customer relationships
- Managing quality customer service delivery
- Procuring appropriate technology to address customer needs.
- Submit all documents to your assessor as per the specifications below. Ensure you keep a copy of all work submitted for your records.
Assessment Evidence Requirements
You must provide:● a set of KPIs for customer service team members and a plan or procedure for monitoring team members’ performance
● a questionnaire to gather customer feedback
● A report containing recommendations for improvement of customer service.
Assessment Submission Requirements
Your assessor will be looking for:● KPIs that address the customer and business needs
● a clear, logical plan for monitoring performance against the KIPs
● a questionnaire designed to capture information related to KPIs/ gaps between service levels and customer expectations
● A 1–2 page report containing 3–4 recommendations appropriate to problems accompanied by an explanation of recommendations demonstrating knowledge of:
○ problem identification and resolution
○ managing customer service and customer relationships
○ Managing quality customer service delivery.
○ procuring appropriate technology to address customer needs
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