BSBCUS401: Implementation of Customer Service Strategies - Report Writing Business Assignment Help

Assignment Task:

GENERAL INSTRUCTIONS 
The purpose of this assessment task is for you to demonstrate your ability to assess customer needs, diagnose service delivery problems, develop options to improve customer service, and follow complaints procedures. 
 
Read the CoffeeVille workplace scenario which is provided in the Appendices at the conclusion of your assessment tasks. These appencides include polices, procedures, budgets and surveys, which all persons working for CoffeeVille must read and understand. You will need to familiarise youreslf with these documents for this assessment. 
 
SECTION 1: CLARIFY CUSTOMER NEEDS AND DIAGNOSE SERVICE PROBLEMS
In this section you need to gather information required to assess a customer complaint, diagnose underlying problems that led to the complaint, and determine what procedures must be followed to resolve the customer’s problem. Before answering the questions under this section, you will need to the appendices, as well as read through the information provided below.

Online ordering service for wholesale coffee 
Study the CoffeeVille products and prices online at http://bsbitu305.ibsa.org.au
Note: This website has been developed for training purposes only and does not provide an actual ordering service. Although you must go through the initial registration process to view available products, you are not required to provide your actual contact details. If you have problems using this website, try accessing the website in a different browser, such as Google Chrome or Internet Explorer.

Background information on customer complaint
You are a sales and customer service representative in the CoffeeVille East team. Your key role is to manage sales, enquiries and complaints from wholesale customers. 
The website provides coffee that are available from approved coffee suppliers, that have a signed agreement with CoffeeVille. However, because of temporary supply problems from these approved suppliers, your website only has low grade coffee for sale at the moment. 
Orders for gourmet coffee can only be made over the phone with a representative like yourself, who notes down the customer’s order and details and forwards that information to the appropriate personnel. They are then responsible for obtaining this stock from alternative suppliers and delivering it to the client. 
The cost of gourmet coffee is $10.00 for a 2kg bag. The delivery time for all CoffeeVille orders via the website is guaranteed within one week of the order being placed. 
A regular business customer, Pat Burns, has called you by phone. Pat has been a customer of CoffeeVille since the business opened. She is upset due to the fact that over the last few weeks, her delivery times are averaging two weeks as opposed to the guaranteed one week. 
Pat is also receiving complaints from her customers regarding the quality of the coffee she had received lately. She recently ordered $1,500 worth of gourmet coffee, but the taste and flavour indicated that it came from low grade coffee beans. She would also like to know if there had been a change in the type of coffee beans being supplied to them. 

As Pat is a long-term customer, you decided to personally meet with her to discuss this complaint. In preparing for your meeting with the client, ensure that you address all of the following points.
Considering company policy, provide a sequence of steps that you will follow to effectively deal with this complaint (100 words).

Considering company policy, list the types of communication techniques you will apply to effectively engage with the customer and to gain a better understanding of the customer’s needs?

• Based on the information provided, identify two underlying customer needs that were not met as a result of the failed service delivery? Explain your answer (30 words).
• Identify the underlying causes for the poor product quality and service delivery (30 words).
• What type of solutions can you provide to the client to compensate her for the poor product and service provided?
• If the event that your delegation limit will be reached when dealing with this complaint, what steps will you have to follow to ensure that there is adequate budget to assist the client (100 words). Note: You will need to make reference to relevant company policies and procedures.

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