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BSBCUS301 Deliver and monitor a service to customers ASSESSMENT COVER SHEET
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ILSC Business College: BSBCUS301 Assessment Version 5. 0817 Page 1 of 17
Task 1.
Activity 1. Knowledge questions
Attempt all questions.
1. What do you think of when you hear the words “Good customer service”?
2. Have you experienced poor customer when purchasing a product or service? Choose yes or no for the following questions.
Yes No
Have you ever been treated poorly when receiving a service?
Have you ever had to stand and wait too long before being served?
Have you observed other frustrated customers?
Have you completed a customer feedback form?
Have you waited on the phone for a long time for customer service?
Have you ever complained about poor service?
Have you ever stopped buying a product because of poor customer service?
2a. Reflecting on your experience of poor customer service:
? What did you need or want from the customer service representative (CSR)?
?
What did you expect to get?
?
What skills did the customer service representative (CSR) demonstrate?
?
What advice would you give to the (CSR) to improve?
3. List at least five (5) interpersonal skills a customer service representative (CSR) needs, to meet the expectations of the customer.
4. What does it mean to actively listen to customers?
5. Identify two (2) types of questioning techniques for each of the examples below.
“Good morning Sir, how can I help you”?
“What time would you like that delivered”?
a. Explain the difference between the two (2) types of questioning techniques.
6. Study the customer enquiries below and write the most suitable questions to meet the needs of the customer.
(a) Mobile phone kiosk.
Type of questioning technique?
“Customer enquiry: “I am looking for a new phone”. Provide two questions:
(b) Online product store.
Type of questioning technique?
“Customer enquiry: “My product has not arrived yet”. Provide two questions:
7. Why do organisations develop policies and procedures for customer service representatives to follow?
8. Develop a set of work instructions for one of the policy activities below.
? Provide prompt service
? Answer the phone
? Deal with customer complaints
9. Customer service representatives may need to determine how urgent customer needs are. What work instruction might a CSR follow to determine delivery timeframes?
10. In your own words describe a “one-stop-shop” for resolving customer sales, enquiries and complaints.
11. What can organisations do to build and maintain rapport with their customers.
12. Demonstrate your understanding of a basic model for handling customer complaints by filling in the information below.
(a) Label the stages of the basic model.
(b) Describe each stage of the basic model of the complaints handing process.
STAGES DESCRIPTION
Stage 1.
Stage 2.
Stage 3.
13. List at least six (6) techniques you could use to understand the specific needs of the customer.
14. Provide three (3) examples of “add ons”, used to enhance a customer service experience.
15. Identify three (3) pieces of legislation that may affect the way customer service is delivered.
16. How can organisations measure the quality of their customer service?
17. What are the benefits of monitoring customer service performance?
18. List three (3) ways an organisation could monitor and report on service performance.
19. Organisations use a few methods to measure customer satisfaction and service performance. List at least five (5) recognised methods.
20. In your role as a CSR, you may be asked to write workplace reports. What would you follow, and where would you find information on creating reports?
Task 2.
Activity 1. Meet Customer Expectations
Scenario
You work as a customer service representative for a well know Australian brand that sells a full range of entertainment products and services i.e. Sony, Samsung, Panasonic and online streaming services. You are working a morning shift and notice a customer who is looking at the display of TVs. Write responses to the following questions:
(a) What interpersonal skills will you demonstrate when approaching and speaking to the customer?
(b) What can you say to build rapport and engage with the customer? Include at least two (2) questions.
(c) What methods will you use to enhance the customer service experience?
(d) The customer chooses a TV that is sold out. What information do you need from the customer and the store to deal with the situation?
(e) The customer is not satisfied with the service because the TV will not be available for two weeks. What will you say to the customer? How do you record customer dissatisfaction?
Task 3.
Activity 1. Collect Customer Feedback
Scenario
Understanding the customer experience assists to offer better products and services in the future. Collecting and monitoring customer feedback is essential for improving product and service quality.
For this assessment activity, you will create a customer survey and use customer data to develop a short report.
Below is an incomplete customer survey.
Complete the survey by adding three (3) more questions to collect data on the following:
? Product quality
? Recommend to others
? Product value for money
CUSTOMER SURVEY
(1) How long have you been a customer of our company?
• This is my first purchase
• Less than 6 months
• 1-2 years
• 3 or more years
(2) How well do our products meet your needs?
• Extremely well
• Very well
• Somewhat well
• Not so well
• not at all well
(3)
(4)
(5)
(6) Overall, how satisfied or dissatisfied are you with our customer service?
• Very satisfied
• Somewhat satisfied
• Neither satisfied or dissatisfied
• Somewhat dissatisfied
• Very dissatisfied
Activity 2. Survey Report
The customer survey was conducted over a 1 month period and included responses from 5000 customers.
You have been asked to review the data and develop a short summary report including a chart showing survey results.
a) Using the data below develop a chart using Microsoft office, to include in your report.
b) Create a summary of the data in a brief report using Microsoft Word and attach with your submission.
Survey Data
Survey questions Responses in %
(1) How long have you been a customer of our store? 76% indicated “Less than six months”.
(2) How well do our products meet your needs? 48% indicated “Very well”.
(3) Question on product quality. 51% indicated
“Somewhere between high quality and low quality”.
(4) Question on recommending to others. 26% indicated “Not likely to recommend”.
(5) Question on product value for money. 55% indicated “Value for money”.
(6) Overall, how satisfied or dissatisfied are you with our customer service? 96% indicated
“somewhat satisfied”
Task 4
Activity 1. Phone call-Role-play
Use Appendix A – “Organisational Policies and Procedures” with this task.
Instructions
You will perform a phone call role-play as a customer service representative with a fellow student who will take the part of the customer. You may record your phone-call using your phone or other device and play your recording to your trainer/assessor for assessment.
Alternatively, you may perform your phone-call role-play live, in front of your trainer/assessor.
Use appendix A, “Talk-it-up” Policies and Procedures, to understand your customer service role.
Scenario
You are a customer service representative for “Talk-it-up” an ultra-modern furniture store.
You receive a call from a customer who is waiting for the delivery of a lounge, which has not arrived. The customer is tired of waiting and had given specific instructions for the lounge to be delivered before 11am, it is now 2pm.
You have been told the delivery truck has broken down on the side of the road and will not be able to make deliveries until the following day. You will deliver the bad news to the customer who will expect to be compensated.
You will be assessed on your ability to:
Use communication skills according to “Talk-it-up” policies & procedures.
? Answer the call using appropriate greeting style
? listen to customer enquiry
? use open and closed questioning techniques
? identify and clarify customer needs
? Provide service information
Handle complaint according to organisational policy to:
? Offer an appropriate resolution
? Gain customer feedback
Use appropriate interpersonal skills according to “Talk-it-up” policies & procedures.
? address the customer in a warm and friendly manner
? use a voice tone that is sensitive and respectful
Observation/demonstration Checklist
Student Name
Trainer/Assessor Date
Unit code and name BSBCUS301 Deliver and monitor a service to customers
During the demonstration of skills and knowledge, did the student: Yes No Comment
Use communication skills according to organisational policy to:
? Answer the call using appropriate greeting style
? listen to customer enquiry
? use open and closed questioning techniques
? identify and clarify customer needs
? Provide service information
Handle complaint according to organisational policy to:
? Offer an appropriate resolution
? Gain customer feedback
Use appropriate interpersonal skills according to organisational policy to:
? address the customer in a warm and friendly manner
? use a voice tone that is sensitive and respectful
The candidate’s performance was: Not satisfactory ? Satisfactory ?
Overall feedback to candidate:
Student Signature Assessor Signature

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