BSB51915: Plan Customer Requirement - Customer Service - Leadership & Management Assignment Help

Internal Code: 1ABDCJ

Leadership & Management Assignment Help

Task: 1 Plan Customer Requirement Your assessment this week is to create a Process Map or Flow Chart illustrating how the L&M Bank branch would interact, communicate and serve its customers. Your customers could be:

• internal customers - co-workers, peers, frontline managers, supervisors
• external customers - customers, members of the general public

Outline the steps of customer interactions with the L&M Bank. Customer interactions should include: ? customers enquiring and opening an account ? general deposit and withdrawal transactions ? existing members obtaining business and financial advice ? existing members receiving product advice such as credit cards Include the different people/departments involved in the customer service process, specifically at what steps they are involved. Include on your process map or flow chart the details for the after-sale such as insurances, or scheduled follow-up. List the range of resources needed to support these people/departments in meeting the expected customer requirements on your process map or flow chart. Include a range of resources, for example: human resources, information resources, financial resources, equipment and technology. Finally, show the calculation defining the ‘Lifetime Value of a Customer’ at the end of your process map or flow chart. Task: 2 Delivery of Quality Products and Services You’re required to review the current level of customer service provided by The L&M Bank (using the scenario) or your own workplace and answer the questions. • List the strategies you would use as a manager to resolve the situation? • How would you follow up this incident with the receptionist? Explain the steps you would take following this occurrence. • What steps would you take to determine how The L&M Bank could deliver better service to the customers seeking referrals? Reflect these changes in the flow chart. Scenario A customer phoned your branch of The L&M Bank two weeks ago requesting a referral to a financial planner. They discussed their financial needs and a referral was given to them by the receptionist of the most appropriate member for the job. The customer attempted to contact this financial planner numerous times over the past two weeks with no success. The phone would go to voicemail where many messages were left to contact the customer, however, the planner did not return their call. The customer phoned The Financial Planners Dispute Association of NSW to advise them of their frustration in getting in contact with the member that your branch referred. The customer requested that they be given details for another financial planner. The receptionist advised them that they need to just keep phoning the original number and leave messages and the financial planner will eventually return their call. When the customer insisted that the receptionist give them another referral the receptionist advised that there was no other member available that would suit their needs and that they just needed to persevere. The receptionist has been employed by The L&M Bank for many years and is aware of our expectations when dealing with customers. List the strategies you would use as a manager to resolve the situation or a similar situation in your organisation?

• Strategies for resolution – “systems thinking”
• Measure current performance
• What are the targets – benchmark measures
• Process map System
• Develop Implementation Plan
• Continuous Improvement Plan & Culture
• Technology to use - CRM

Task: 3 Your assessment for this week is to discuss customer feedback and discuss legislation and ethical practices which may impact on the L&M Bank. It is broken into three parts. Part 1 – Feedback Form & Discussion Part 2 – Legislation / Ethical Practice Part 3 – Customers with Special Needs Part 1 The L&M Bank would like to get feedback from customers after they have used the member referral system. The aim of gathering this feedback is to see if the member referral system was successful for the customer and bank employees are servicing these customers correctly.

• Create a feedback form - no more than 10 questions - to gather information on the customer’s experience to enable the L&M Bank to monitor, adjust and review its customer service performance in this area.
• Discuss how this customer feedback will be distributed to our customers and how the completed feedback forms will be collected from the customers.
• Discuss how the customer feedback will be consolidated and how you would report and make recommendations based on your findings from the information gathered. Approximate length: 500 words, survey

Part 2 Briefly give a description of the seven listed legislation or ethical practice and how it may apply to customer service provision.

1. Anti-discrimination legislation
2. Australian consumer law
3. Ethical principles
4. Codes of practice
5. Privacy laws
6. Financial legislation
7. Workplace health and safety

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