SITXCCS007-Enhance Customer Service Experiences - Business Assignment Help

Assignment Task

Task 

Assessment instructions
Overview
Prior to commencing the assessments, your trainer/assessor will explain each assessment task and  the terms and conditions relating to the submission of your assessment task. Please consult with  your trainer/assessor if you are unsure of any questions. It is important that you understand and  adhere to the terms and conditions, and address fully each assessment task. If any assessment task  is not fully addressed, then your assessment task will be returned to you for resubmission. Your  trainer/assessor will remain available to support you throughout the assessment process.

Activity 1A

Objective To provide you with an opportunity to determine and confirm customer  preferences, needs and expectations.

With another member of your class, role-play an interaction with a customer in which you  determine and confirm the customer’s preferences, needs and expectations in relation to your  products and/or services.
This activity will need to be observed, and a signed record of this observation (completed by the  assessor or third party) should be uploaded in your answer. It should detail what was done,  when it was done, the time it was completed in, the completed actions and the overall outcome  of the tasks.

Activity 1B

Objective To provide you with an opportunity to demonstrate your ability to provide  useful advice about products and/or services.
Identify at least THREE products or service packages that are offered by your company.
For each product that you have identified, identify the product specifications.

For example, Laptop A has:

• 2 USB ports
• 1TB storage
• 15” screen
• 2-year warrantee
• Windows 10, etc.

For each service package that you have identified, identify all its components.

For example, PARTY PACKAGE A includes:

•  Hot dinner for 15 guests
•  1 birthday cake which serves 15
•  15 helium balloons
•  2 members of staff for four hours
•  Choice of blue room or red room
•  Choice of entertainment option A, B or C for 1 hour
•  Optional bouncy castle hire.

Why do you need to know product specifications or service package details in order to advise customers?

Activity 1C

Objective To provide you with an opportunity to demonstrate that you are able to  anticipate customer preferences, needs and expectations throughout the  service experience.
Describe an interaction you have had with a customer where you have anticipated their  preferences, needs and expectations. How did you do this?
In your current role, what are some techniques you can use to anticipate customer preferences,  needs and expectations?

Activity 1D

Objective To provide you with an opportunity to show understanding of the principles  of professional and personalized service.
How can you ensure that your service is professional?
How can you ensure that your service is personal?

Activity 1E

Objective To provide you with an opportunity to show your knowledge of extras, addons and tailored option for your products/services. With a peer, discuss which optional add-ons, extras or tailored services may be applied to:

•  A flight
•  A phone contract
•  A restaurant meal.

This activity will need to be observed, and a signed record of this observation (completed by the  assessor or third party) should be uploaded in your answer. It should detail what was done,  when it was done, the time it was completed in, the completed actions and the overall outcome  of the tasks.
Which extras, add-ons and/or tailored service options are offered by your company? How are these priced?

 

Activity 1F

Objective To provide you with an opportunity to check actioning of special requests  before customer delivery.

Review orders placed in your company over the last week. 

•  Can you identify any special requests made by customers? 
•  What are these?
•  How can you check if these requests have been actioned?

Where possible, complete a check to verify that a special request has been actioned.
This activity will need to be observed, and a signed record of this observation (completed by the  assessor or third party) should be uploaded in your answer. It should detail what was done,  when it was done, the time it was completed in, the completed actions and the overall outcome  of the tasks.

Activity 1G

Objective To provide you with an opportunity to describe how to effectively liaise with  team members and suppliers.
Create a graphic or write a short summary which shows the different roles of members in your  team and how they interrelate. How can all these different team members work more  effectively as a team to provide better customer service?

What may be some requirements of liaising with suppliers?

Activity 1H

Objective To provide you with an opportunity to share customer information with team members to ensure quality service.
Select an order that you have recently taken. Share the details of this order/customer  information verbally with your peer and ensure that all details are logged on the relevant online  system, where one exists.
This activity will need to be observed, and a signed record of this observation (completed by the  assessor or third party) should be uploaded in your answer. It should detail what was done,  when it was done, the time it was completed in, the completed actions and the overall outcome  of the tasks.

Activity 2A

Objective To provide you with an opportunity to identify problems with products and  services and take immediate action to address before provision to customer.
Complete one of the following to either check for problems with PRODUCTS or to check for  problems with SERVICES.

•  Identify any checklists or other resources that are used within your organisation to  provide structure to inventory/stock checks and complete an inspection. For any problems identified, follow-up with the correct procedural response.
•  Choose a service that is due to be delivered within the next few days. Check whether  there are any potential problems for delivering this service. For any problems identified,  follow-up with the correct procedural response.

This activity will need to be observed, and a signed record of this observation (completed by the  assessor or third party) should be uploaded in your answer. It should detail what was done,  when it was done, the time it was completed in, the completed actions and the overall outcome  of the tasks

Activity 2B

Objective To provide you with an opportunity to demonstrate knowledge of how to  anticipate delays in product and service provision and regularly update  customer on expected outcomes.
Give some examples of when delays might be anticipated.
Using your organisation’s system for organising customer data, retrieve the contact details for  THREE customers.

 

Activity 2C

Objective To provide you with an opportunity to advise customers of alternative  products and services.
With a class peer, role-play a scenario in which a customer requires an alternative product or  service to one already considered or purchased. Advise them on their options.
This activity will need to be observed, and a signed record of this observation (completed by the  assessor or third party) should be uploaded in your answer. It should detail what was done,  when it was done, the time it was completed in, the completed actions and the overall outcome  of the tasks

Activity 2D

Objective To provide you with an opportunity to show knowledge of your organisation’s  compensation policy.
For a staff member with your level of responsibility, what compensation options are you  authorised to offer for each of the following (where applicable):

•  Damaged goods / unsatisfactory servic

Activity 2E

Objective To provide you with an opportunity to provide ongoing internal feedback on  service issues and suggest improvements.
Observe a peer in their work practice and take notes. During the class, give feedback to them,  using your knowledge of the principles of good customer service and organisational policy and  procedure to comment on how they could improve.
This activity will need to be observed, and a signed record of this observation (completed by the  assessor or third party) should be uploaded in your answer. It should detail what was done,  when it was done, the time it was completed in, the completed actions and the overall outcome  of the tasks.

Activity 3A

Objective To provide you with an opportunity to use questioning techniques to  establish and agree on nature, possible cause, and details of the complaint.
With a partner from your class, role-play a scenario in which a customer comes to you with a  complaint. During this role-play, use a range of questioning techniques to establish and agree  on the nature, possible cause and details of the complaint.
This activity will need to be observed, and a signed record of this observation (completed by the  assessor or third party) should be uploaded in your answer. It should detail what was done,  when it was done, the time it was completed in, the completed actions and the overall outcome  of the tasks.

Activity 3B

Objective To provide you with an opportunity to assess impact on customer. With a partner, take it in turns to describe an occasion where you have been involved in, or  witnessed, an angry customer making a complaint. Describe as many details as you can  remember.
Discuss the scenarios and explain what you would consider the impact on the customer in each  scenario and steps you might take for further assessment, if necessary.
This activity will need to be observed, and a signed record of this observation (completed by the  assessor or third party) should be uploaded in your answer. It should detail what was done,  when it was done, the time it was completed in, the completed actions and the overall outcome  of the tasks.

Activity 3C

Objective To provide you with an opportunity to demonstrate knowledge of possible  communication techniques for resolving complaints.
Which communication techniques might you use to resolve complaints? What is meant by ‘equality and diversity’? How does this apply in customer service and how  might you apply it in interactions with customers with special needs?

Activity 3D

Objective To provide you with an opportunity to determine options to resolve  complaints and promptly analyse and decide on optimal solutions, taking  organisational constraints into account.
Outline your organisation’s policy and procedure for resolving the following complaints (where  applicable to your industry):

•  Shipping error
•  Damaged goods / poor quality service
•  Mistreatment by staff members.

Where there are multiple options for resolving a complaint, how would you decide on the  optimal solution?
Which organisational constraints would apply when deciding on the optimal solution for  resolving complaints?

Activity 3E

Objective To provide you with an opportunity demonstrate your judgement in acting swiftly to resolve complaints and prevent escalation, in consultation with  customer and to customer satisfaction.
A customer has ordered a customised product which does not match their order description.  The mistake was made by a supplier responsible for creating one of the customisable  components of the product. The customer has brought the issue to your attention to resolve.
How would you act swiftly to resolve this complaint and prevent escalation, in consultation  with the customer and to customer satisfaction?

Activity 3F

Objective To provide you with an opportunity to turn complaints into opportunities to  demonstrate high quality customer service.
Recall any complaint that you have handled during your time in customer service. How did you  turn this into an opportunity to demonstrate high quality customer service? Could more have  been done to use the complaint as an opportunity to demonstrate high quality customer service?

Activity 3G

Objective To provide you with an opportunity to provide internal feedback on customer  complaints and feedback and required follow-up in order to avoid future  occurrence.
Gather into groups of three. The other two members of your group will perform a role-play of a  customer service assistant handling a customer complaint which you will observe.
When the role-play has finished, give personal feedback to the ‘customer assistant’ and explain  which follow-up will be required.
This activity will need to be observed, and a signed record of this observation (completed by the  assessor or third party) should be uploaded in your answer. It should detail what was done,  when it was done, the time it was completed in, the completed actions and the overall outcome  of the tasks.

Activity 3H

Objective To provide you with an opportunity to review and evaluate complaints and  solutions to enhance response to future issues.
Use the appropriate databases and/or analytical tools from within your organisation to review  and evaluate ONE aspect of your organisation’s customer service. For example:

•  Number of complaints
•  Frequency of types of complaint
•  Complaint response time
•  Average time taken to resolve a customer complaint
•  Average cost of resolving a customer complaint
•  Average call length
•  Percentage of complaints that are successfully resolved
•  Percentage of complaints that are successfully handled by frontline staff.

What do the results of your evaluation tell you about the current standards of customer service  in your organisation? How could you use this information to enhance responses to future issues?

Activity 4A

Objective To provide you with an opportunity to promote repeat business by offering  promotional services according to individual empowerment and 
organisational policy.
Which promotional services are currently running within your organisation (both temporary  and permanent)?

What are the terms and conditions of these? When and to whom may they be offered?

Activity 4B

Objective To provide you with an opportunity to demonstrate your understanding of  the use and function of customer profiles.
Which information may be stored in a customer profile? 
What is your organisation’s system for organising customer profiles? Is the system offline or  online?
How are customer profiles maintained within your organisation?

Activity 4C

Objective To provide you with an opportunity to provide personalised service to  customers in a professional manner that builds repeat business.
Demonstrate the delivery of a personalised service in an interaction with a customer.
This activity will need to be observed, and a signed record of this observation (completed by the  assessor or third party) should be uploaded in your answer. It should detail what was done,  when it was done, the time it was completed in, the completed actions and the overall outcome  of the tasks.

Activity 4D

Objective To provide you with an opportunity to provide tailored products and services  based on customer profile.
How are customers segmented into groups by your organisation for the purpose of targeted  marketing? You may be able to view these segmentations (e.g. through mail shot groups) or use 
your general knowledge of how your organisation markets to its consumers. Asides from targeted marketing, how else might an organisation use its customers’ data to  provide tailored products and services?

 

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