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BSBCUS501 Manage Quality Customer Service

tag 0 Download 5 Pages / 1,198 Words tag 20-07-2021


Part A

1.Review the information about Innovative Widgets that you gathered in Assessment Task 1.

2.Read the scenario provided in Appendix 1 of this task.

3.Review the customer service call data in Appendix 2 and analyse data to identify possible causes of customer service shortfalls.

4.Write a brief report (no more than 1 page) to the board of Innovative Widgets to:

a.summarise customer service team performance

b.identify possible causes of customer service shortfalls

c.identify options to address the problem/s.

5.Follow the customer complaints policy and procedures provided in Appendix 3 of this task to draft an email to Yore Mine Co. to clear up the misunderstanding and address their concerns. Ensure that your support of the customer provided is consistent with principles of customer service set out in the Innovative Widgets business plan and the customer service plan you develop in Assessment Task 1.

Part B

1.Prepare to participate in a role-play with Mary (your assessor) to address her performance issues. You need to prepare to: structured coaching session

b.ask questions to understand and clarify Mary’s perspective

c.describe the policy and procedures for handling customer complaints

d.outline techniques for dealing with different types of customers according to their needs(e.g. dealing with small customers compared to dealing with significant customers such as Yore Mine Co.)

e.explain techniques for solving customer complaints

f.document the coaching session and its outcomes in accordance with the recordkeeping policy and procedures developed in Assessment Task 1.

2.Arrange a time with the assessor to complete the coaching role-play and complete the role-play.

3.Submit the required documents for assessment as per the specifications below. Be sure to keep a copy for your records.

Adjustment for distance-based learners:

The role-plays can be adjusted for distance learning. The role-plays for this task can be varied to take place using Skype conferencing (or any other video conferencing tool available to the candidate). Candidates may also choose to video the role-play and submit electronically.

  1. Describe what Innovative Widgets is going to do at a systems level to prevent or minimise these types of mistakes for all customers in the future.
  2. Describe what Innovative widgets is going to do to solve the customer’s specific problem immediately
  3. Describe when you will follow-up with the customer to see if their problem has been resolved
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