BSBOPS505 Manage organisational customer service 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.
Assessment Task 1: Knowledge questions
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.
Analyse: when a question asks you to analyse 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.
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.
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 judgement. Generally, you are expected to write a response one or two paragraphs 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.
Provide answers to all of the questions below (students please enter your answers in blue text on this document):
- Explain the purpose of the Australian Consumer Law and how it protects consumers’ rights.
- Outline the consumer guarantees that apply for both products and services under the Australian Consumer Law.
- List the types of products and services covered by the consumer guarantee.
- Explain why it is unlawful for a retailer to display a sign to say that no refunds are provided.
- Discuss whether consumers are legally entitled to a refund or replacement if they change their mind when buying a product or service.
- Explain what information is commonly found in an organisation’s complaints policy and procedure.
- List at least two benefits of an effective complaint-handling system for businesses and consumers and the standard steps that you would use to effectively deal with a customer complaint.
- Explain the concept of service standards and their importance. Identify two examples of services standards.
- Explain why a company committed to best practice customer services may choose to measure its service standards.
- Explain the concept of public relations as a method of marketing communication. In your answer, explain how it can be used as a form of product and/or service promotion.
- Describe five methods through which a company can promote its products.
- Explain how customer service can impact on the public relations image of a company.
- Outline four key ways of providing excellent customer service.
- Explain why an unhappy customer is not good for business.
- Explain the importance of understanding customer behaviour and two techniques that can be used to analyse customer behaviour.
- Explain three research methods that a business could use to find out about customer needs.
- Explain the importance of monitoring complaints, including how keeping records of complaints can help the organisation better its customer service approach.
- Explain the purpose of a Customer Relationship Manager (CRM) and how it can help organisations manage and improve their customer service information and relationships.
- Identify two strategies that an organisation can use to gather feedback from its customers.
- Social media is a powerful tool. Explain how an organisation can use it to monitor and manage customer service relationships.
- Explain two further strategies that can be used to monitor, manage and introduce ways to improve customer service relationships.
Assessment Task 2: Project Portfolio
Complete the following activities:
1. Carefully read the following:
This project requires you establish, develop, support, monitor and assess customer service in an organisation.
You will identify complex customer service problems (and the related business system issues) associated with one product/service/program and then apply customer service principles to rectify one of the problems/issues.
Vocational education and training is all about gaining and developing practical skills that are industry relevant and that can help you to succeed in your chosen career. For this reason, we are giving you the choice to base this project on your own business, one you work in or a familiar with, or you can use the case study provided. This will mean that you are applying your knowledge and skills in a relevant, practical and meaningful way to your own situation!
If you decide to select your own business or a business where you are working or are familiar with, you must have your business APPROVED by your assessor and submit the required business document which resembles the checklist below:
Document Checklist if you are basing the assessment on your own business or business you are working (Please tick):
a. Business Plan
b. Customer service plan
c. Policies and procedures for customer service and handling customer complaints.
- your role should:
- supervise the customer service provided by others
- require considerable discretion and judgement
- require you to use a range of problem solving and decision-making strategies.
- you should also have sufficient data to monitor and evaluate customer service.
- your chosen product/service/program should have at least one problem that has resulted in complex customer complaints and there should be at least one system issue associated with the poor customer service. For example, a problem at a call centre may be that customers complain about long wait times to access a call centre representative. A system issue associated with the complaint may be that the automated response has not been optimally configured.
You will need to communicate with people who are part of a team responsible for customer service. Your communication may be either directly with actual staff members or fellow students/your assessor can play the roles of relevant people/parties. Communication can be in any appropriate format (e.g. face to face, video conference, email) as long as it meets the requirements outlined in the Project Portfolio.
If you are basing the assessment on case study provided to you in student resource folder you will be collecting evidence for this unit in a Project Portfolio. The steps you need to take are outlined below you will be collecting evidence for this unit in a Project Portfolio. The steps you need to take are outlined below.
Make sure you are familiar with the organisation you are basing this assessment on and have read through the necessary background information. For the case study business, this is all of the documents included in the Simulation Pack. If it’s your own business or a business where you are working or are familiar with, have your business or case study approved by your assessor.
Choose an appropriate customer management process or project and complete Page 4 of your Project Portfolio for this unit.
Read through the requirements of Section 1, 2 and 3 of your Project Portfolio.
23. Establish customer service requirements
Complete Section 1 of your Project Portfolio. To do this, you need to:
- provide a brief overview of the business you are basing this assessment on
- describe one product/service/program you will focus on for the assessment
- describe the customers of your chosen product/service/program.
- describe customer service related to the chosen product/service/program
- identify and evaluate customer service against best practice models and standards.
- seek written customer feedback (and manage it according to the business systems.
- identify problems and related system issues that include complex and non-routine difficulties.
Make sure you have answered all questions in Section 1. Submit to your assessor for review via QIBA’s LMS/Moodle.
You are also required to attach certain documents as part of your evidence – review the documents you need to attach as outlined in Section 1 of the Project Portfolio and make sure you attach these when you submit this section.
You will use the work done in this section to deliver quality customer service.
24. Deliver quality customer service
Complete Section 2 of your Project Portfolio. To do this, you need to:
- describe at least two customer service goals to meet the customer service requirements and product/service/program targets
- integrate customer service goals and requirements into the existing business plan
- refine at least one of your business’s customer service policies and procedures to reflect best practice models, standards and customer service goals and requirements.
- You must meet with other staff members (at least two) or assessor who are responsible for customer service and associated with your identified problems and issues. Depending on your business and chosen problem and system issue, you may need to meet separately with individuals and groups. At the meeting:
- describe the problem and system issue.
- explain the goals, customer service requirements and product/service/program targets.
- explain the changes to the business plan and customer service policy and procedures (make sure the meeting attendees have a copy of the new procedures).
- obtain feedback from the staff, considering their experience and strengths.
- discuss, adapt and agree on how the product/service/program will be delivered in future to meet customer service requirements.
Your assessor must observe you taking part in the meeting and you must attach the meeting evidences in project portfolio.
Make sure you foster a team environment and consider the needs of a diverse group of people (e.g. cultural or language differences). Your audience should include at least one area of diversity. Use listening and questioning techniques to obtain feedback and confirm understanding.
This meeting should take 30 minutes.
This meeting may take place with actual people who work for/are associated with your chosen business. Alternatively, classmates or your assessor may play the role of one or more team members. This can either be viewed in person by your assessor or you may like to video record the session for your assessor to watch later. Your assessor can provide you with more details at this step during the assessment session. Make sure you follow the instructions above and meet the timeframes allocated. If this session is not viewed in person by your assessor, you will attach proof of the meeting to Section 2 of your Project Portfolio.
- describe the physical and human resources required to:
- address one of the identified problems and related system issues experienced by customers
- support staff members.
- develop at least one physical resource required to address customer service requirements/support staff members
- procure at least one human resource required to address customer service requirements/support staff members.
- deliver your product/service/program to meet customer requirements (according to your adapted business plan, customer service policies and procedures and improved customer service delivery).
25. Monitor and assess customer service.
Complete Section 3 of your Project Portfolio. To do this, you need to:
- develop at least one strategy to monitor customer service progress related to your chosen problem and system issue.
- use the strategy to monitor the performance of customer service staff.
26. Submit your completed Project Portfolio