BSBOPS505: Manage Organisational Customer Service - Management Assignment Help

Assignment Task

ASSESSMENT 1 – Question Answer

1. Explain the following legislative and regulatory frameworks governing customer service in 200-250 words:

a) Competition and consumer act 2010

b) Australian consumer law (ACL)

2. Explain the following key elements of customer service in 150-200 words.

a) Quality

b) Time

c) Cost

3. Answer the following questions:

3.1. Explain the organisational policies and procedures for customer service in 200-300 words.

3.2. Explain the purpose of developing customer complaints handling policy. Write your answer in 50-100 words.

3.3. What should be included in the complaints handling policy? Write your answer in 50-100 words.

3.4. Write the key steps that you should include in the Complaints handling procedure in your own words. Write your answer in 150-200 words.

4. Answer the following questions:

4.1. Explain the relevant service standards for the following using 300-400 words.

a) Service commitment

b) Telephone enquiries

c) Written, website or email enquiries

d) Social media

4.2. Explain the following best practice models for customer service in 200-300 words.

a) Convenient customer service model

b) One-team model

c) Redirected service model

5. Answer the following questions:

5.1. Explain public relations and product promotion in 100-150 words.

5.2. Explain key principles of public relations in 250-300 words.

5.3. Discuss the key principles of product promotion in 250-300 words

6. Answer the following questions:

6.1 Discuss the ways to handle difficult customers in 50-100 words.

6.2 What are the common techniques for solving complaints? Explain your answer in 300-350 words.

6.3. Explain five (5) strategies to handle a customer complaint smoothly and professionally. Write your answer in 250-300 words.

6.4. Prepare a list of at least seven (7) techniques that you can use to communicate with customers with disabilities.

7. Explain the principles and techniques involved in managing the following:

a. Customer behaviour (200-250 words)

b. Specific customer needs (150-200 words)

c. Customer research (350-400 words)

d. Customer relations (150-200 words)

e. Ongoing product and service quality(350-400 words)

f. Problem identification (350-400 words)

g. Problem resolution(250-300 words)

h. Quality customer service delivery (50-100 words)

i. Record keeping and management methods (350-400 words)

8. Answer the following questions:

8.1 What are the strategies for monitoring, managing customer service relationships? Write your answer in 300-350 words.

8.2. Discuss the five (5) ways to improve customer service relationships in 250-300 words.

9. Answer the following questions:

9.1 What is the importance of a customer feedback strategy? Give your answer 150-200 words.

9.2 Discuss any four (4) key strategies to obtain customer feedback in 100-150 words.

 

Assessment Task 2 – Project

Project :

This assessment task requires you to develop and review a strategy for delivering and monitoring quality customer service for Widgetbox.

This includes:

• Implementing policies and procedures to ensure quality customer service
• Determining and resolve system issues related to poor customer service
• Assisting teams in meeting customer service standards
• Creating, acquiring, and deploying human and physical resources to support quality customer service delivery

To do so, the student will be required to complete the following activities:

• Activity 1: Establish customer requirements
• Activity 2: Identify and procure resources required to address customer service requirements
• Activity 3: Deliver quality products and services
• Activity 4: Evaluate customer service

Workplace/simulated workplace requirements

This assessment task will be completed at your training organisation. The training organisation must meet the following requirements:

Requirements: s

The simulated workplace environment consists of:

• Your training organisation as your workplace
• Standard operating/workplace procedures.
• Your trainer/assessor to provide you with assistance throughout the assessment activity.
• Workplace equipment and materials:

○ Computers and internet

○ Workstation

○ Printer

○ MS PowerPoint

• Legislation, regulations, standards and codes

 

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