Business Finance
BSB 51918 Mercury Institute of Victoria Manage Quality Customer Service Paper

BSB 51918

Mercury Institute of VIctoria

BSB

Question Description

there are three assessment task. Will provide necessary resources for your help.

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BSB51918 – Diploma of Leadership and Management BSBCUS501 MANAGE QUALITY CUSTOMER SERVICE Student Workbook Contents Instructions to Students ...................................................................................................... 3 Unit Application .................................................................................................................... 3 Prerequisites ......................................................................................................................... 3 Purpose of Assessment ........................................................................................................ 3 Competency/Submission Details ......................................................................................... 3 Re-assessment...................................................................................................................... 4 Appeals.................................................................................................................................. 4 Reasonable Adjustments ...................................................................................................... 5 Learning Resources .............................................................................................................. 5 AT1 Written Knowledge Questions ...................................................................................... 6 AT2 Project ........................................................................................................................... 9 AT3 Case Study ................................................................................................................... 13 Case Study 1 ....................................................................................................................... 14 Case Study 2 ....................................................................................................................... 15 Case Study 3 ....................................................................................................................... 17 APPENDICES ....................................................................................................................... 18 Appendix 1 - Feedback Form Template ............................................................................. 18 Appendix 2 - Standard Operating Procedure..................................................................... 23 Appendix 3 - Customer Journey Map ................................................................................. 24 Mercury Institute of Victoria Pty Ltd © MIV BSBCUS501-Student Workbook: Version: 4.0 CRICOS Provider Code: 03439M RTO Number: 41264 2 Instructions to Students This workbook contains the details of your assessment and the guidelines for you to be able to complete it. Unit Application This unit describes the skills and knowledge required to develop strategies to manage organisational systems that ensure products and services are delivered and maintained to standards agreed by the organisation. It applies to individuals who supervise the provision of quality customer service within an organisation’s procedures framework by others. At this level, individuals must exercise considerable discretion and judgement, using a range of problem solving and decision making strategies. No licensing, legislative or certification requirements apply to this unit at the time of publication. Prerequisites There are no pre-requisites for this unit. Purpose of Assessment Successful completion of assessments will contribute to the attainment of the following unit of competency: BSBCUS501 Manage quality customer service. Competency/Submission Details For you to achieve competency in this unit, you are required to complete the following assessment and submit on the due date specified in your Training Plan. You must achieve a satisfactory outcome in all assessment tasks. Assessment Number Method of Assessment Assessment 1 Written Knowledge Questions Assessment 2 Project Assessment 3 Case Study Mercury Institute of Victoria Pty Ltd © MIV BSBCUS501-Student Workbook: Version: 4.0 CRICOS Provider Code: 03439M RTO Number: 41264 3 Upon completion of the assessment, your trainer/assessor will mark each assessment task and complete a Unit Summary Sheet to record the results and feedback. The trainer/assessor will discuss the results/feedback with you and ask you to sign the declaration as evidence that the feedback session has occurred. There are two (2) outcomes of each assessment: S = Satisfactory NS = Not Satisfactory (requires more training) You will be marked as Competent (C) upon completion of the unit when your trainer/assessor is satisfied that you have completed all assessment tasks and provided the appropriate evidence required to meet all criteria. Otherwise, you will be marked as Not Yet Competent (NYC) and provided an opportunity for re-assessment. To record your results for the unit, your trainer/assessor will complete the unit summary sheet and submit it to the training coordinator for a review and quality check. Once it has been cleared by the training coordinator, the result sheet will be forwarded to the Administration Department for entry into the Student Management System. The completed assessment and unit summary sheet will be stored in the individual student’s file. Re-assessment If the result of your assessment is Not Yet Competent (NYC), you will be given an opportunity for reassessment. You will only work on the components of the assessment that were marked “Not Satisfactory”. Please note that MIV will provide you with two (2) attempts for assessment at no cost. If you do not satisfy the assessment criteria in the 1st attempt then you will be provided with an opportunity for re-assessment. If you are not able to achieve competency with both of these opportunities, then you will be required to repeat the unit at your own cost which will also affect your duration of study. Appeals If you are unhappy or do not agree with the result of the assessment, you are advised to speak with your trainer/assessor. The trainer/assessor will provide an explanation regarding the outcome you have received and provide appropriate feedback. However, if you are still unhappy, you can bring the concern to the RTO Manager or formally lodge an appeal (please refer to the Complaint and Appeal Policy and Procedure). Mercury Institute of Victoria Pty Ltd © MIV BSBCUS501-Student Workbook: Version: 4.0 CRICOS Provider Code: 03439M RTO Number: 41264 4 Reasonable Adjustments If you have any special needs or disabilities, reasonable adjustment will be organised in accordance with MIV’s Students with Special Needs Policy and Procedure. This may include but is not limited to:  Visual difficulty – we can assist by making adjustments such as enlarging print of documents and assessment tools and forms.  Physical disabilities – assessment may be broken down into shorter/longer lengths of time where applicable.  Illness or other medical condition – due date may be extended. Learning Resources 1. Student workbook 2. PowerPoint Presentation 3. Mercury Pty Ltd. simulated workplace environment 4. Samples of workplace documentation and other resources normally used in the workplace Mercury Institute of Victoria Pty Ltd © MIV BSBCUS501-Student Workbook: Version: 4.0 CRICOS Provider Code: 03439M RTO Number: 41264 5 AT1 Written Knowledge Questions Task For this assessment task you are to answer a series of questions. You are required to answer all questions in detail, using examples where possible to demonstrate your understanding. Take care to read the questions carefully as some many require more than one answer. Submission requirements All work must be typed in a word document and submitted to your assessor by the due date. Your work must include a header with the unit name and code and the footer must include your full name and the assessment name. Conditions This is an open book assessment. You may ask your assessor for clarification on questions, but they are not able to assist you with any answers. You will be assessed on your ability to: Resources  answer all parts of the questions and provide examples where asked  draw on the knowledge you have gained throughout the sessions  communicate your thoughts and ideas.  Textbook  Computer with internet access  Pens and handouts Location This assessment will be completed during class and own time. Timeframe This assessment task should take you approximately 2-4 hours to complete. Mercury Institute of Victoria Pty Ltd © MIV BSBCUS501-Student Workbook: Version: 4.0 CRICOS Provider Code: 03439M RTO Number: 41264 6 1. When it comes to a good service experience, customers are often looking for the 6 factors listed. Often when these needs aren't met, complaints can arise around them. For each of the 6 key customer expectations listed below, identify challenges in the delivery of each, and techniques to overcome these challenges so that you can proactively manage any cause for customer concern. Include at least one technique to manage this expectation proactively, and one technique to manage the challenge reactively, after a complaint has occurred.  Deliver on the promises you make  Understand their needs across all touch points  Be able to access you via online and social media  Customer friendly systems and processes  Easy to engage with you  Take responsibility when things work and when they don't. 2. Describe the benefits for the business and the customer of mapping out the customer journey. 3. Describe how would you monitor the team’s performance in delivering on the business’ quality and experience standards within a call centre sales environment? Why would these methods be beneficial? 4. When handling a customer complaint or a return, we have an opportunity to turn a negative customer experience into a positive one. John has come into your store looking for a repair for his office coffee machine. He has requested a loan model whilst he waits as it is crucial to his business. This is not part of your process and your team member Sarah has refused. John has now put in a complaint and it has been escalated to you, although he has left the store frustrated and waiting for a response to the problem. Provide a list of steps you could recommend to Sarah to help them overcome John’s complaint and change his current negative service experience into a positive one. 5. Collecting customer feedback is essential to identify gaps and strengths within your service proposition. Which methods of feedback do you believe are most valuable for analysing your business’ execution of the service delivery strategy? Justify your choices. 6. When resolving a complaint, what techniques do you employ in order to ensure the best outcome for both the business and the customer? What legal and company policy constraints need to be considered? Mercury Institute of Victoria Pty Ltd © MIV BSBCUS501-Student Workbook: Version: 4.0 CRICOS Provider Code: 03439M RTO Number: 41264 7 7. Your organisation has just come under fire on social media for their poor-quality control in relation to the child car restraints that you offer. A customer has uploaded a video to your Facebook page of the restraint belts not retracting as the child moves, causing the child to fall through the seat. The number of negative comments is growing by the minute. Provide an action plan to manage the situation in a way that controls the damage to the brand and provides a resolution. 8. Gathering recommendations for customer service processes from internal customers is beneficial to the continuous improvement of the company’s customer service delivery. Provide an example of a system you could put in place to ensure each individual’s recommendations are reviewed and considered. How often would this process take place? Justify your response 9. Customer service innovations are what keep bricks and mortar stores alive in the rise of ecommerce. Provide an example of a customer service innovation and tell us:  Who was the company, what do they do?  What was the service innovation?  What was the outcome for the customer?  What was the outcome for the business?  Did this have an impact on their permanent customer service processes? 10. What implications does Anti-Discrimination legislation have on managing customer service within your industry? 11. Describe how Occupational Health and Safety legislation links to customer service. Provide 1 example of an issue that may arise regarding OHS that would compromise your customer service delivery. Mercury Institute of Victoria Pty Ltd © MIV BSBCUS501-Student Workbook: Version: 4.0 CRICOS Provider Code: 03439M RTO Number: 41264 8 AT2 Project Task For this assessment task you are required to create a Customer Journey Map, gather evidence of feedback from 5 individuals on service delivery and write a report documenting improvement plans for the customer service delivery of the organisation. You will also be required to develop a Standard Operating Procedure for the implementation of new service standards relating to the improvements you are making. Submission requirements All work must be typed in a word document and submitted to your assessor by the due date. Your work must include a header with the unit name and code and the footer must include your full name and the assessment name. Conditions This is an open book assessment. You may ask your assessor for clarification on questions, but they are not able to assist you with any answers. You will be assessed on your ability to: Resources Location  answer all parts of the questions and provide examples where asked  draw on the knowledge you have gained throughout the sessions  communicate your thoughts and ideas.  Students Assessment  Pen and Paper  Access to Internet and word processing software  Simulated business materials such as policies and procedures etc.  Research materials such as books, Internet, magazines, workplace documentation, policies and procedures etc. This assessment will be completed during class and own time Mercury Institute of Victoria Pty Ltd © MIV BSBCUS501-Student Workbook: Version: 4.0 CRICOS Provider Code: 03439M RTO Number: 41264 9 In this task you will need to create a Customer Journey Map, gather evidence of feedback from 5 individuals on service delivery and write a report documenting improvement plans for the customer service delivery of the organisation. You will also be required to develop a Standard Operating Procedure for the implementation of new service standards relating to the improvements you are making. 1. Gaining customer feedback is essential to identify the effectiveness of your service strategy. Utilise the Feedback Form (Appendix 1) provided to gather feedback from 5 individuals on the Bliss&Me promotional service offering. If utilising the current business you work for, submit the piece of marketing material you wish to use for this activity. It must have a service or product offering, aimed to your customers. Be sure to ask the questions you feel are relevant and will provide you with the best insight into the effectiveness of the document. In order to gain enough insight a minimum of 6 questions must be asked. If you wish to use another method of gaining feedback- be our guest! Just ensure it includes:  4 questions seeking feedback on the service offer, for example, ‘how clear is the service offering within the flyer?’  The responses to all questions  The date of the feedback provided  The name and contact details of the individual providing feedback  The signature of the individual providing the feedback (written or electronic) 2. Utilising the information you have gathered from both the customer feedback and resources you have access to (Bliss&Me Client and Staff Handbooks or submit documentation used from your current workplace), write a 500-word report outlining:  2 strengths of the current service delivery  2 key areas of opportunity within the current service delivery 3. Standard Operating Procedures (SOP’s) are used in business’ in order to create efficiencies in how the work is done. They are essential processes for tasks, which all team members are expected to follow. Create a SOP (Appendix 2) relating to one of your strategies, for the team who interact with the customer to utilise when executing on the service standards you have identified. The SOP must include the following information: Mercury Institute of Victoria Pty Ltd © MIV BSBCUS501-Student Workbook: Version: 4.0 CRICOS Provider Code: 03439M RTO Number: 41264 10  The name of the SOP  Date it was created/last updated  Version number  Readership  Business rule  Process 4. Develop a Customer Journey Map, documenting the ideal experience your customer will have over each touch point pre, during and post service with your business. If you are choosing to utilise Bliss&Me to complete this task, review the resources provided to gain insight into the touch points. This can be a creative process; you are able to submit your own version or utilise the template in Appendix 3. Be sure it covers all touch points including: Preservice period Service period Post service period Advertising/ Public relations Service journey Customer relationship management Which touch points do How is the service proposition customers experience during communicated? their journey? How do we follow up with customers? Social Media Social Media Which preservice information can people access through social media? What do customers communicate about their service experience? Through social media, or us? Word of mouth Word of mouth What do friends, colleagues and family actually say about our service? What do customers tell their friends, colleagues and family about the service or provider? Past experiences Which experiences do people have with other similar providers before us? Mercury Institute of Victoria Pty Ltd © MIV BSBCUS501-Student Workbook: Version: 4.0 CRICOS Provider Code: 03439M RTO Number: 41264 11 Expectations Experiences What are potential expectations about us or our service offer? What are the individual experiences customers have with us or our service during the service period? Mercury Institute of Victoria Pty Ltd © MIV BSBCUS501-Student Workbook: Version: 4.0 Satisfaction/ Dissatisfaction How would/do customers assess service as a comparison of expectations and experience? CRICOS Provider Code: 03439M RTO Number: 41264 12 AT3 Case Study Task For this assessment task you are required to read the following case studies and complete each activity/question listed below. There are 3 case studies. Submission requirements All work must be typed in a word document and submitted to your assessor by the due date. Your work must include a header with the unit name and code and the footer must include your full name and the assessment name. Conditions You are required to complete each of the activities/questions relating to the following case studies. You may refer to your notes and any other relevant information as required. Resources Location  Access to relevant workplace documentation, policies and procedures  Access to the Internet (as required) This assessment will be completed during class and own time Mercury Institute of Victoria Pty Ltd © MIV BSBCUS501-Student Workbook: Version: 4.0 CRICOS Provider Code: 03439M RTO Number: 41264 13 Case Study 1 You began managing the customer service team within your retail store approximately one month ago. Your team consists of 10 members and you have w ...
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Final Answer

Attached.

Running head: AT 1 WRITTEN KNOWLEDGE

AT 1 Written Knowledge Questions
Name
Institution

1

AT 1 WRITTEN KNOWLEDGE

2

AT 1 WRITTEN KNOWLEDGE QUESTIONS
Question 1
No.
Challenge
1
Failure to deliver the promise
2
Misunderstandings between client and
organizations
3
Being offline/unavailable during call time
4
5
6

Customer unfriendliness
Antisocial
Unable to fit

Solution
Keeping you word
Do away with likeliness of
disagreements
Ensure secure connection and
availability
Make the system likeable
Incorporate motivation schemes
Try finding loopholes

Question 2
The maps assists the business in identifying loopholes and weaknesses within the system. The
business can use this opportunity to improve and upgrade. Customers can identify and establish
trust with organizations.
Question 3
I would use star rating and reviews. Making calls for feedback can also be a solution. These
methods will provide firsthand and honest opinions on customer satisfactions.
Question 4
I will engage John on personal level. I will try to make him understand and reach agreements.
When sorting the problem, I will ensure that he is informed of the progress. In the end, I will have
a good dismissal procedure to make him come again.
Question 5
Customer feedback surveys will enhance honest feedback
Social media will give several and honest feedbacks
Instant after sale feedback will ensure genuine opinions
Question 6

AT 1 WRITTEN KNOWLEDGE

3

I will employ calmness and patience to give the customer time and environment for expression.
The legal and company policy to be considered here is the right of customer expression.
Question 7
I will call the affected client and apologize to him or her. I will also formally extend the apology
to the general public. I will then focus on dealing with the problem internally to correct it and make
better versions of the commodity. The last step will be to inform the affected client of the new item
and give it to them free of charge as an apology.
Question 8
I will use on-site feedback and have the responses recorded. After the collection of responses, I
will ensure that they are regularly reviewed say twice in a week.
Question 9
Tim Hortons in Canada recently upgraded its rewards offerings by adding gamification elements.
Aside from an updated app that makes it easy for customers to track their rewards progress,
customers can also participate in games to earn prizes and level up as they visit the coffee shop
more frequently.
Question 10
Equality of all customers/clients
Indiscriminate services
Question 11
The OCH ensures the safety of customers is observed at all costs. It provides the confidence from
safety that customers need whenever they are within the premise. Contamination of commodities.


Running head: AT 2 PROJECT

1

AT 2 Project
Name
Institution

AT 2 PROJECT

2
AT 2 PROJECT

1
Feedback Question

Response

How was the Customer service

Satisfactory

Did you get what you came for?

Yes

What would you change if you were the
manager
Can you recommend this store

Some customer service
skills
Maybe,

Details of feedback provider
Full Name: Brian Branson

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University of Virginia

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