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BSB50215: Manage Quality Customer Service - Diploma In Business - Leadership & Management Assignment Help

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Manage Quality Customer Service Assignment Help

Assignment Task: Task 1: This assessment consists of thirteen short answer questions to assess your knowledge of this unit. You must answer all questions. Most questions require short answers although some questions require a more detailed response. You should provide typed responses. You may use various sources of information including: text books, learning workbooks, other documents and the internet and must list your sources. Students are required to develop an individualised plan, and demonstrate their skills and knowledge of BSBCUS501 Manage quality customer service using their chosen workplace as an example organization.  Various tools on how to go about quality customer service process discussed in the Learner's guide of this unit will help the students through. Students will be given a case study on Davis Supply and are required to demonstrated the application of the various performance criteria of the unit to the given case study questions.
  1. Imagine you work in a shop. List three things you can do to engage with a new customer walking into the store.
  2. your own words, explain what is meant by the term “vision” when used in a customer service plan.
  3. In your own words explain what is meant by the term “mission” when used in a customer service plan.
  4. How do industry codes of practice effect your role of managing customer services?
  5. List the different records that need to be kept and reviewed to ensure quality customer services.
  6. What factors may reduce/restrict quality customer service?
  7. List five different interactions made with customers in every business?
  8. Service breakdown occurs when any product or service fails to meet the customer expectations. Describe the steps you would to take to rectify a service breakdown.
  9. List thee different strategies for obtaining customer feedback.
  10. How do customer protection laws affect your company?
  11. Outline and describe what briefly what is meant by Anti-Discrimination, and how it would affect your role as a customer services manager?
  12. What are National Privacy Principles?
  13. What information you should try to find out from your potential customers while researching their needs?
Task 2: There are three parts to this assessment and you must complete all of them. Part.1 Using your chosen organization, conduct the necessary research and submit a report on customer needs as they relate to the provision of quality customer service. The customers may be internal, external or both. The report should cover the following areas:
  1. An introduction, explaining the purpose of the report
  2. A description of the organisation and department and the products / services provided.  
  3. A description of the methods that you used to research and identify customer characteristics and needs.  
  4. A summary of the information that you gathered in relation to:
        1. Customer characteristics
        2. Customer needs  
  5. Based on your data gathering/summary of the information collected on customer characteristics and needs, explain how would you plan for quality customer service?
  6. Are there any legislative requirements that your proposed quality customer service plan should meet? Just mention few of them.
  7. A conclusion, analysing the information that you gathered and identifying the key requirements for quality customer service.
Part 2: Imagine your quality customer service plan has been successfully implemented in your example/chosen organization. Six months later, you want to investigate the current customer service quality level. Besides, you are also interested in monitoring the progress of your plan. Answer the following questions considering this scenario. Q1. What mechanism you would use to investigate customer satisfaction? Q2. Design a customer satisfaction survey and attach a copy of the survey as an evidence to the answer of this question.    Q3. Imagine your customer satisfaction survey revealed too many customer handling complaints. Discuss your strategy to resolve this issue. Q4. What methods you would recommend to your management for monitoring the team performance of customer service department?   Q5. Imagine your monitoring mechanism has identified staff's incompetence as the root cause for a downfall in customer services. What strategies would you recommend to your management to fix this issue? Part 3:   Presentation Task   You are required to conduct a short (10 minute) presentation that you could give to your own customer service team on the subject of:                                                      'How to deal with customer complaints' Submit the typed presentation notes or a printout of the PowerPoint to your assessor. Task 3: Case Study Case Study The Davis Supply Company has been operating as an importer and supplier of small appliances in Australia for the past 5 years. They operate solely from store-front businesses within the Sydney metropolitan area. They do not have an online website as they have never felt threatened by competitive markets and have not felt the cost of maintaining an online presence was justified. Due to the recent increase in affordability of home Internet usage and the increase in the value of the Australian dollar against overseas currency, business is beginning to wane. Customers appear to be shopping online more than visiting store-fronts. The company is also currently being threatened by overseas businesses that are marketing discounted products through social media channels to Australian customers. The management of Davis Supply Company believe that the only way to tackle this threat is to improve their customer service delivery to an outstanding level of satisfaction for customers but they are unsure of whether the customers would prefer storefront shopping or online shopping. You have been chosen to be part of a new team that will create a plan for improved customer service delivery. Your position in the team is based on your high level of knowledge of customer interactions due to your role as supervisor within the enquiry department. The business owner is keenly focussed on value for money in any changes that are suggested but understands that customer satisfaction with service delivery is paramount to sustaining business development. Questions: Q.1 What considerations must the team take into account before developing the plan and what planning tool might be useful to analyse those considerations? Q.2 Design a questionnaire to identify and assess the needs of external customers of the Davis Supply Company. Explain who the customers are that you would survey. Q.3 After analysis of the results of your questionnaire it was found that while customers were pleased with the storefront premises and found the service staff helpful and friendly, they were not happy with being unable to purchase online or have their products home delivered. After consultation with management, a recommendation was made to create an online presence. It was suggested that the website could be maintained by a new employee who will distribute daily orders to each individual store. Customer service staff in each store will download and fill the orders, prepare them for distribution, use a postal service to deliver them and send a receipt and delivery tracking number to the customer. Based on this information complete a SWOT analysis company considering competitors, costs of training staff in new processes and market trends. Q.4 Management asks you to design a training needs analysis for Davis Supply Company customer service staff to evaluate what training will need to be undertaken for staff to competently perform their new roles if the online store is created. Using your understanding of the skills, knowledge and attitudes the customer service staff must have, develop a TNA. Q.5 The management of Davis Supply Company have read your training needs analysis but are concerned about the costs involved in staff training. They are concerned that the venture is a financially unviable situation and ask you to concentrate a survey on their storefront presence. They feel that there may be scope to improve the storefront in a cost-effective manner rather than branching into an area that is going to require a lot of money invested In staff training. Q.6. Consider the results of the customer survey. Based on this survey what training strategies would you recommend to assist all Davis Supply Company customer service staff members to overcome their difficulties in meeting quality service delivery?   Q.7. How could you monitor customer service staff members in future to ensure consistency in quality service delivery? Q.8 Write a recommendation to Davis Supply Company management on how storefront quality customer service can be enhanced based on the findings of the survey.
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