BSBCUS501 - Quality Customer Service - Consumer Law and Rights - Customer Service Strategy Planning - Business Assignment Help

Assignment Task

BSBCUS501: Manage quality customer service

Assessment Information
The assessment tasks for BSBCUS501 Manage quality customer service are included in this Student Assessment Tasks booklet and outlined in the assessment plan below. To be assessed as competent for this unit, you must complete all of the assessment tasks with satisfactory.

Assessment Plan:
1. Written questions: You must correctly answer all questions.
2. Customer service planning project: You must develop a customer service strategy and meet with the management team to seek feedback and approval.
3. Customer service delivery project: You must review customer correspondence to ensure it meets required response times and information requirements, as well as meet with staff to discuss variances and required actions.
4. Customer complaints analysis project: You must review a complex complaint and develop solutions to avoid poor customer service.
5. Customer feedback and analysis project: You must develop a customer survey and analyze the results of a customer survey.

Assessment Task 1: Written Questions
Task summary
This is an open book test, to be completed in the classroom. A time limit of 1 hour to answer the questions is provided. You need to answer all of the written questions correctly. Your answers must be word-processed and sent to the assessor as an email attachment.

Required
• Access to textbooks and other learning materials
• Computer with Microsoft Office and internet access

Submit
• Answers to all questions

Assessment criteria
All questions must be answered correctly in order for you to be assessed as having completed the task satisfactorily.

Written answer question guidance
The following written questions use a range of “instructional words” such as “identify” or “explain”, which tell you how you should answer the question. Use the definitions below to assist you to provide the type of response expected. Note that the following guidance is the minimum level of response required. Analyze – when a question asks you to analyze something, you should do so in detail, and identify important points and key features. Generally, you are expected to write a response one or two paragraphs long.
Compare – when a question asks you to compare something, you will need to show how two or more things are similar, ensuring that you also indicate the relevance of the consequences. Generally, you are expected to write a response one or two paragraphs long.
Contrast – when a question asks you to contrast something, you will need to show how two or more things are different, ensuring you indicate the relevance or the consequences. Generally, you are expected to write a response one or two paragraphs long.
Discuss – when a question asks you to discuss something, you are required to point out important issues or features and express some form of critical judgment. Generally, you are expected to write a response one or two paragraphs long.
Describe – when a question asks you to describe something, you should state the most noticeable qualities or features. Generally, you are expected to write a response two or three sentences long.
Evaluate – when a question asks you to evaluate something, you should put forward arguments for and against something. Generally, you are expected to write a response one or two paragraphs long.
Examine – when a question asks you to examine something, this is similar to “analyse”, where you should provide a detailed response with key points and features and provide critical analysis. Generally, you are expected to write a response one or two paragraphs long.
Explain – when a question asks you to explain something, you should make clear how or why something happened or the way it is. Generally, you are expected to write a response two or three sentences long.
Identify – when a question asks you to identify something, this means that you are asked to briefly describe the required information. Generally, you are expected to write a response two or three sentences long.
List – when a question asks you to list something, this means that you are asked to briefly state information in a list format.
Outline – when a question asks you to outline something, this means giving only the main points, Generally, you are expected to write a response a few sentences long.
Summarise – when a question asks you to summarise something, this means (like “outline”) only giving the main points. Generally, you are expected to write a response a few sentences long.

Assessment Task 1 Instructions
Provide answers to all of the questions below:
1. Explain the purpose of the Australian Consumer Law and how it protects consumers’ rights.

2. Outline the consumer guarantees that apply for both products and services under the Australian Consumer Law.

3. List the types of products and services covered by the consumer guarantee.

4. Explain why it is unlawful for a retailer to display a sign to say that no refunds are provided.

5. Discuss whether consumers are legally entitled to a refund or replacement if they change their minds when buying a product or service.

6. Discuss the statement below in relation to guidelines about consumer guarantees. Provide an example to illustrate your answer. “Some suppliers or manufacturers tell the consumer an extended warranty provides extra protection, which the consumer would not have unless they buy it.”

7. Explain at least two benefits of an effective complaint handling system for businesses and consumers and outline the standard steps that you would use to effectively deal with a customer complaint.

8. A retailer wishes to establish a consistent welcome procedure for sales staff to follow when a potential client enters the salesroom. Outline a standard procedure that the salespeople could follow. Your answer should be in easy to follow steps.

9. Explain the concept of service standards and their importance. Identify two examples of service standards.

10. Explain why a company committed to best practice customer services may choose to measure its service standards.

11. Explain the concept of public relations as a method of marketing communication.

12. Explain five methods by which a company can promote its products.

13. Explain how customer service can impact on the public relations image of a company.

14. Explain how you could overcome verbal communication barriers with customers.

15. Explain how you can overcome barriers to communication with customers who have a hearing impairment.

16. Outline four keys way of providing excellent customer service.

17. Explain why an unhappy customer is not good for business.

18. Explain the importance of understanding customer behavior and two techniques that can be used to analyze customer behavior.

19. Explain three key customer research methods.

20. Explain the importance of recording and monitoring complaints.

Assessment Task 2: Customer service strategy planning project
Task summary
For this assessment task, you are required, in the role of Operations Manager of Oz house Clean, to research and develop a customer service strategy for the company. Your strategy will need to be discussed with and agreed on by, senior management. This task is to be completed in the simulated work environment at RSB.

Assessment criteria
For students’ performance to be deemed satisfactory in this assessment task, they must satisfactorily address all of the assessment criteria. If part of this task is not satisfactorily completed, they will be asked to complete further assessment to demonstrate competence.

Assessment Task 2 Instructions
Oz house Clean is a cleaning services company based in Melbourne. The company offers professional, residential cleaning services, including regular home cleans, as well as spring cleans. The company’s mission, vision and values as follows: Mission Oz house Clean is committed to providing the highest quality residential and commercial cleaning services available by exceeding the expectations of our clients. Vision We are constantly working to establish ourselves as the most respected and sought-after contract cleaning and facilities support service in Melbourne. Values
Respect: taking time to understand and value each of our customers and respecting their choices.
Responsibility: acting with integrity towards our staff, our customers, the community and the environment.
Caring: a duty of care for our staff, customers and the environment.
Excellence: to always look to provide the best quality experience with regards to our cleaning and our customer service.
Integrity: to act with honesty, openness and do what we say we will do.
Innovation: to be industry leaders.

Objectives
Our key objectives and that are fundamental to our business in delivering world-class cleaning and customer service, are as follows:
• Provide our customers with a professional and friendly service.
• To increase the number of clients by 10% each year.
• Meet or exceed the expectations of customers.
• Implement best practices in cleaning operations, including environmentally sustainable practices.
Currently, 70% of the company’s customers are residential customers. Most of these customers are full-time workers, needing cleaning services because of their busy lifestyle. Most customers use regular cleaning services (either once a week or twice a week for 3 – 4 hours). The company also has a small number of commercial contracts for cleaning. Generally, these involve cleaning staff going in each evening for 2 hours to clean the office. Regular services are priced at $35 per hour and the market is very sensitive to price and quality of service delivered. The company does not currently have a customer service strategy. As part of the current strategic planning process and overall drive to achieve excellence within the company you, as the Operations Manager (responsible for a team of staff including call centre operators and the cleaning team), have been tasked with the responsibility to develop a customer service strategy and a customer service charter that aligns with the company’s strategic plan mission, vision and objectives. All customer service strategies need to be implemented during the upcoming year and a priority assigned. The management team has developed a key principle on which the customer service strategy is to be based:
We listen to our customers, understand their needs and deliver services to meet these needs. The management team has advised that all strategies must come from that principle and that strategies must also address (but not be limited to) the following key areas:
• Staff training: currently staff are not trained in customer service
• Customer feedback mechanisms: there are no formal mechanisms in place for customers to provide feedback
• Quality and consistency of service provided: while the company does not receive many complaints, most of them relate to customers being unhappy with the level or detail of cleaning provided. A quality assurance mechanism needs to be in place to be able to check that the cleaning completed will be satisfactory to the customer. This is currently not in place.
• Development of a customer service charter: the company wants to tell customers about what they can expect, how they can provide feedback and the complaints process.

Complete the following activities:
1. Write a regulations report. 
Use the Internet to find out about legislation and regulations that the company needs to abide by in its delivery of services and ensure that this information is incorporated into the development of customer service strategies. You will also need to provide an overview of the legislative and regulatory context at the meeting with staff so ensure you make notes to guide your delivery of the information to staff. Use the Internet to find examples of customer service strategies developed by other companies. Make notes on your findings. Using secondary sources of information, research and identify likely key customer needs in relation to cleaning services, including as a minimum quality of service, cost of service, response times from booking of service to completion and so on. Your report should be between half a page and one-page long.

2. Develop a customer service strategy
Research options for customer service strategies and customer need The customer service strategy should clearly reflect the customer needs you have identified and
show how these needs will be satisfied through the service provided. The strategy should also document specific actions, priority and performance indicators. Use the Customer Service Strategy Template to guide your work. You will modify this document following a meeting with the Management Team, so save this version as Draft Customer Service Strategy.

3. Send an email to the management team (your assessor).
The text of the email should be in grammatically correct English, written in an appropriate (polite,business-like) style. It should introduce and summarise the contents of the attachments. The email text should advise the management team that you would like to set up a meeting to discuss the documents. It should include a brief statement of the purpose of the meeting and the date and time and duration for the meeting (the meeting will be approximately 30 minutes). Attach your regulations report and your customer service strategy to the email.

4. Meet with the Management Team
At the meeting, you will discuss and confirm the customer service strategy with the General Manager (your assessor). At the meeting, you will be required to:
• Explain the importance of customer service, as well as legislation and regulations key to customer service
• Explain each of the strategies and actions in the new customer service strategy
• Explain how strategies and actions will assist in achieving the key customer service principles, as well as strategic mission, vision, and objectives.
• Explain how your plans achieve the quality, time and cost specifications that the company has agreed to uphold for customers. During the meeting, demonstrate effective communication skills including:
• Speaking clearly and concisely
• Using non-verbal communication to assist with understanding
• Asking questions to identify the required information
• Responding to questions as required
• Using active listening techniques to confirm understanding

5. Revise your customer service strategy.
Following the meeting, incorporate your General Manager’s feedback into your customer service strategy. Save this draft of the document as a Revised Customer Service Strategy.

6. Take a screenshot of your folder and files.
Ensure that you have an overall folder for your work for this unit, as well as subfolders if necessary. All of the documents that you have submitted for this assessment task should be correctly named and filed. Folders must be logical and well-organized, and you will be assessed on this. The screenshot should show all the folders and documents.

7. Send an email to the management team (your assessor).
The text of the email should be in grammatically correct English, written in an appropriate (polite, business-like) style. It should summarise the meeting’s outcomes and introduce and summarise the contents of the attachment.
It should Attach your revised customer service strategy and screenshot to the email.

Assessment Task 3: Customer service delivery project
Task summary
As the Operations Manager responsible for ensuring delivery of quality services, students will review a sample of quotes provided by customer service staff to customers. Once they have completed their analysis, they will meet with the customer service team to discuss any issues that they identified through their review, and actions to be taken to ensure quality customer service. They will also be required to demonstrate their ability to problem-solve through unexpected information provided by their customer service team. This task is to be completed in the simulated work environment at RSB.

Required
• Computer and Microsoft Office
• Access to the Internet for research
• Customer Emails and Responses
• Customer Service Policy and Procedures
• Oz house Clean List of Services

Assessment criteria
For your performance to be deemed satisfactory in this assessment task, you must satisfactorily address all of the assessment criteria. If part of this task is not satisfactorily completed, you will be asked to complete further assessment to demonstrate competence.

Assessment Task 3 Instructions
Complete the following activities:
1. Write a customer service analysis 

Review all of the following documents:
• Customer Emails and Responses sent by the customer service staff.
• Customer Service Policy and Procedure.
• Oz house Clean List of services
Review the information given on delivery of company services according to quality and delivery standards. Check whether the response times for the delivery of quotes are in accordance with timelines specified in the Customer Service Policy and Procedures. Check whether the information provided within the quote is correct as per the Oz house Clean List of Services.
Make notes on variances in response times or correctness of the information. This information will need to be shared at the meeting with staff. Identify and make notes on actions to address identified issues with response time or correctness of information to discuss with the staff member at a meeting. This should be both immediate action/s or actions to be completed over a period of time. This review will help you determine whether the information contained in the quotes is correct and has been sent to customers according to the required timelines. Your analysis should be about one page.

2. Conduct service delivery analysis meeting Meet with your customer service team (your assessor) to:
• Outline response timelines and information requirements as included in the Customer Service Policy and Procedures and List of Services.
• Explain any variances identified through your review of the email correspondence.
• Outline your proposed actions.
• Open the meeting to discuss your proposed actions. During the meeting, demonstrate effective communication skills including:
• Speaking clearly and concisely
• Using non-verbal communication to assist with understanding
• Asking questions to identify the required information
• Responding to questions as required
• Using active listening techniques to confirm understanding
At the meeting, your team (your assessor) will also give you some unexpected information, which you will need to discuss, and identify additional or revised actions. These should be discussed in the meeting and then confirmed in the email you will write in the following activity.

Assessment Task 4: Complaints analysis project
Task summary
For this assessment task, students are required to review and analyze customer complaints lodged with Oz house Clean, and to provide a briefing report to the General Manager about solutions. This task is to be completed in the simulated work environment at RSB.

Required
• Computer and Microsoft Office
• Access to the internet for research
• Briefing Report Template

Assessment criteria
For your performance to be deemed satisfactory in this assessment task, you must satisfactorily address all of the assessment criteria. If part of this task is not satisfactorily completed, you will be asked to complete further assessment to demonstrate competence.

Assessment Task 4 Instructions
Last October, Oz house Clean signed up to a number of groups buying a website to increase the demand for its services. There has been a marked increase in customers, but there has also been a significantly increased number of complaints. The following complaints have been logged in the complaints register since signing up to the group buying web site as follows:
• Three customers have recently called to redeem their vouchers. Customer service officers have checked the vouchers and found that they are out of date. Customer service officers have therefore advised customers that as the vouchers are out of date, and they are no longer able to redeem them. Two of the customers have complained to the Department of Fair Trading that they are unable to redeem the services paid for. Note that the company’s refund policy on their web site does not refer to refunds in relation to vouchers.
• Two customers have complained that they had to wait too long to redeem their vouchers for an introductory clean. This is because in signing up to group buying the demand for services resulted in delays.
• A customer called to complain that they had called to book an introductory clean, but ware told that that the voucher only covered one free hour of cleaning and they would have to pay the full amount, requiring the customer to pay an additional $70. As Operations Manager, you have been asked to investigate and report on these complex complaints, as it appears that the company had not investigated these situations prior to signing up with the group buying web site.

Complete the following activities:

1. Write a complex complaint briefing report. Your investigation should include an analysis of the legal situation, example cases and recommendations for how to avoid this situation in the future. Your briefing report should address:
a. Summary of the issues
b. Analysis of relevant legislation.
c. Issues with the use of group buying web sites for businesses, including benefits and pitfalls.
d. Recommendations for actions, including response to the customers, as well as
recommendations that can be adopted internally to avoid this situation reoccurring. Use the Briefing Report Template to guide your work.

2. Send an email to your assessor.
The text of the email should be in grammatically correct English, written in an appropriate (polite, business-like) style.
It should introduce and summarise the contents of the attachment. Attach your briefing report to the email.

Assessment Task 5: Customer feedback and analysis project
Task summary
For this assessment task, you are required to develop a customer survey for Oz house Clean. You will then analyze the results and develop a short report for your team about the results of the survey, as well as your recommendations for changes to customer services or standards based on your analysis. This task is to be completed in the simulated work environment at RSB. Required
• Computer and Microsoft Office
• Access to the internet for research

Submit
• Email to your assessor with your customer survey attached
• Email to your assessor with your customer survey report attached

Assessment Task 5 Instructions as provided to students
Complete the following activities:
1. Conduct research
Use the internet to research real-life customer surveys used by businesses, as well as how these surveys are administered (e.g. online) and how often. Identify best practices in customer surveys in regard to questionnaire design and survey method and frequency. Make notes on your findings

2. Develop a customer survey
Based on the areas identified in the task instructions (i.e. quality of service, ability to meet timelines, staff performance and cost of services), develop a customer survey. Your survey should include at least 10 questions. You may also include rating criteria for the customer to rate their responses. Send the customer survey to your assessor via email. Your email should outline the purpose of the survey and include your recommendations on how often the survey should be administered and by what method based on the research you undertook. You should include a clear rationale for your recommendations.

3. Send an email to your assessor.
The text of the email should be in grammatically correct English, written in an appropriate (polite, business-like) style. Your email should outline the purpose of the survey and include your recommendations on how often the survey should be administered and by what method based on the research you undertook. You should include a clear rationale for your recommendations. It should introduce and summarise the contents of the attachment and seek their feedback and approval to move forward with the project. Attach your Customer Survey to the email.

Complete the following activities:

4. Write a Customer Survey Report.
Review the scenario information and analyze the results. Develop a short report (about 1 page) to discuss the results of your analysis. Your briefing report should include, at a minimum:
• A short introduction outlining where the data is from
• An analysis of the results against industry benchmarks for overall customer satisfaction, ease of doing business and customer loyalty.
• Your overall analysis of how the company is performing in terms of customer service.
• Your recommendations based on the customer survey conducted and your analysis. Use the Customer Survey Report Template to guide your work.

5. Send an email to your team (your assessor).
The text of the email should be in grammatically correct English, written in an appropriate (polite, business-like) style.
It should introduce and summarise the contents of the attachment. Attach your Customer Survey Report to the email.

 

This BSBCUS501 - Business Assignment has been solved by our Business experts at My Uni Paper. Our Assignment Writing Experts are efficient to provide a fresh solution to this question. We are serving more than 10000+ Students in Australia, UK & US by helping them to score HD in their academics. Our experts are well trained to follow all marking rubrics & referencing style.

Be it a used or new solution, the quality of the work submitted by our assignment experts remains unhampered. You may continue to expect the same or even better quality with the used and new assignment solution files respectively. There’s one thing to be noticed that you could choose one between the two and acquire an HD either way. You could choose a new assignment solution file to get yourself an exclusive, plagiarism (with free Turnitin file), expert quality assignment or order an old solution file that was considered worthy of the highest distinction.