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Assessment Task 3 BSBCUS501 Manage quality customer service
Cambridge International College. RTO No. 2325. CRICOS Provider No. 01459AWA. Assessment 3.
V-26/4/2016. Fiona Lee Page 1
Monitor, adjust and Review Customer Service
Assessment 3
Pair assessment
DUE DATE: Week 7
The Assessment Task is due on the date specified by your assessor. Any variations to this
arrangement must be approved in writing by your assessor.
Submit this document with any required evidence attached. See specifications below for
details.
Performance objective
The candidate will demonstrate the ability to ensure delivery of quality service through
handling customer complaints, monitoring team performance, and intervening to develop
team abilities to overcome difficulties in providing quality customer service.
The candidate will also demonstrate the ability to monitor, adjust and review customer
service.
Assessment description
Using the knowledge and skills from your study from the course, you will develop strategies
to monitor progress and obtain customer feedback. You are required to use performance
information and customer feedback provided to review customer service strategies and
produce a report with recommendations for improvement.

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Assessment Task 3 BSBCUS501 Manage quality customer service
Cambridge International College. RTO No. 2325. CRICOS Provider No. 01459AWA. Assessment 3.
V-26/4/2016. Fiona Lee Page 2
Procedure
Read the case study provided in Appendix 1 of this task.
Case study
1. Suggest a “customer service plan” for Peter’s department.
2. Suggest various KPIs for the customer service department.
3. Suggest to Peter on various strategies to monitor progress in achieving product or
service target and standards
4. Suggest to Peter on various strategies or methods that you can consider to obtain
customer feedback in order to improve the provision of the organisation’s products or
services.
5. Suggest what are the major resources required in order to provide quality products or
services and to deliver quality customer service.
6. Suggest to Peter on various tools and strategies to assist in solving customer service
problem.
7. (i) Suggest what and how records should be kept to ensure effective customer
service performance.
(ii) Consider technology based record keeping options available.
(iii) Consider legal and ethical considerations for customer service record keeping
procedures and requirement.
8. Propose minimum 5 recommendations for continuous improvement in the customer
service department in order to further improve performance standards.
Specifications
Your assessor will be looking for you to demonstrate:
ability to consult with customers to resolve and handling customer complaints
application of techniques and strategies for resolving routine and non-routine
complaints (complaints requiring referral) as determined by procedures
ability to develop team members:
monitor team performance to recognise areas for improvement
improve the team members ability to provide quality customer service to
customer specifications and organisational policy and procedures on behalf of
the simulated business (refer to customer needs and procedures; use the GROW
coaching model)
assist team members to handle customer complaints.

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Assessment Task 3 BSBCUS501 Manage quality customer service Monitor, adjust and Review Customer Service Assessment 3 Pair assessment DUE DATE: Week 7 The Assessment Task is due on the date specified by your assessor. Any variations to this arrangement must be approved in writing by your assessor. Submit this document with any required evidence attached. See specifications below for details. Performance objective The candidate will demonstrate the ability to ensure delivery of quality service through handling customer complaints, monitoring team performance, and intervening to develop team abilities to overcome difficulties in providing quality customer service. The candidate will also demonstrate the ability to monitor, adjust and review customer service. Assessment description Using the knowledge and skills from your study from the course, you will develop strategies to monitor pr ...
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