BSBCUS402: Address Customer Needs - Assist Customer to Articulate Needs - Satisfy Complex Customer Needs - Marketing Assignment Help

Assignment Task:

Part 1 - Knowledge test:
 
1. What are the possible challenges in delivering customer service, and how would you address them in a positive manner? 
2. Explain the possibilities for meeting customer needs. 
3. List three networks that can ensure referrals of customers within and outside the organization.  
4. How would you record the communication with your customers that suits your business needs?

Part 2 - Team Meeting:
 
1. Form a creative team of 4 – 5 people 
2. Review the case study 
3. Develop a meeting agenda (use template provided in appendix A) 
4. Hold a creative team meeting that’s purpose is clarifying the information from the initial meeting notes (case study.) 
5. Take minutes from the meeting (use template provided in appendix B) Ensure that the minutes accurately reflect tasks and actions in regards to developing a creative brief.

Procedure:

This assessment is in two parts: 

In part A, in the same creative team you will be observed during a team meeting where your team will take notes:

1. Review the case study 
2. Hold a meeting to discuss the customer/client’s needs that are more complex.  

In your meeting role-play, you will be demonstrating your knowledge and skills in the following areas through your discussion with relevant stakeholders around:

a. customer rights and responsibilities.
b. ensuring customer needs are fully explored, understood and agreed. 
c. organisational procedures and standards for establishing and maintaining customer service relationships.
d. establish effective regular communication with customers.
e. determine and prioritize preferred actions in regard to customers. 
f. assist customers to evaluate service and/or product options to satisfy their needs. 
g. outline details of products or services including with reference to:
1. possible alternative products and services 
2. variations within a limited product and service range.
h. identify potential areas of difficulty in customer service delivery and take appropriate actions in a positive manner?  

In Part B and in the same creative team:

3. Develop a creative brief (template provided in Appendix C) 
4. Submit your completed team notes and your creative brief within the agreed timeframe.

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