Unit_3.docx

Coordinate implementation of customer service strategies

You are required to answer questions about each of the topics to test the knowledge required for this unit. Your trainer/ assessor may ask additional questions to clarify or expand on your understanding and will explain the format for submitting answers.
Knowledge evidence
You must be able to provide evidence of the:
· knowledge required to effectively complete tasks outlined in the elements and performance criteria
· specific requirements outlined in the knowledge evidence
· knowledge required to manage tasks and contingencies in the context of the work role
Knowledge evidence — unit specific requirements
· Outline the principles of customer service
· Explain sources of information and techniques for identifying customer needs and reviewing customer satisfaction
· Explain the organisational business structure, products and services related to customer service
· Describe product and service standards and best practice models

(Assessment objectives …)

Question 1.1

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Why is it necessary to clarify and accurately assess customer needs and what communication processes might be utilised to do this?  

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Question 1.2
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Explain how you might:
· diagnose problems matching service delivery to customers
· develop options for improved service
· provide relevant and constructive advice to promote the improvement of customer service delivery

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Question 1.3

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Explain what is meant by product/ service standards and best practice models. 

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Question 1.4
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What technological applications might be used in business to structure and present information on customer service needs? How might these applications be used (where appropriate, give work-based examples) and what are the advantages of using them? 

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Question 2.1

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How can customer service strategies and opportunities be promoted to designated individuals and groups?  

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Question 2.2

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What factors must be taken into consideration when identifying and allocating the budget resources needed to fulfil customer service objectives? 

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Question 2.3

2.3.a

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Describe how an organisation should promptly manage a customer complaint or difficulty. 

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2.3.b

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How should strategies to minimise complaints be taken and why?  

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Question 2.4

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What role does consultation play in implementing strategies relating to the complaint handling process? 
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Question 3.1

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Suggest types of feedback and how that feedback could be utilised to provide verifiable data. What data would be useful to collect and how is it collected?  

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Question 3.2

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If you identified a need for changes/ improvements to customer service strategies, to whom would you report this and in what format might the report be made? 

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Question 3.3

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You have been asked by senior management to report on changing customer needs and to compare changes in customer satisfaction. Explain how you would go about doing this, how you would access the necessary data and the reporting procedures you should follow.

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Question 3.4
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Why is it necessary to maintain data relating to customer satisfaction and to compare changes in customer satisfaction?

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Performance tasks

(Assessment objectives …)

Task 1.a

Demonstrate the following task:

Task 1.a

Scenario: You are a Sales Team Leader at Electronics R Us. Your Sales Manager has asked you to put together a merchandise marketing stand for a Laptop Bonanza sale will be released in 2 weeks.
This is your first attempt in doing something like this and decide to implement a short survey to hand out to customers to determine which customer service strategies will be most effective for the Laptop Bonanza sale.
Create a short survey that you can hand out to customers in the shopping centre. Your survey must include
· Organisation name
· Title of question
· At least 5 questions highlighting
· selection of brands customers like
· what stands out to customers including words such as “up to 20% off”
· price factors
· accessories included
· how customers feel about upselling 
Your survey will need to include:
· 4 open questions
· 2 closed questions
· Information highlighting age and gender
· Information about use of laptop
· Use of a sale rating
· Use of a star rating 
Please upload your survey in the space allocated. 

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Task 1.b

Demonstrate the following task:

Task 1.b

Following from your activity in Task 1a, you are to gather feedback and produce a recommendation report to your Sales Manager highlighting the following feedback and recommendations for the Bonanza sale.
Below are the feedback provided from your simulated customers:
· 100 surveys were conducted
· 66% of customers are male
· 34% of customers are female
· 35% of females prefer the Macbook Pro
· 22% of males prefer the Macbook Pro
· 5% of females prefer the Microsoft Surface Pro
· 38% of males prefer the Microsoft Surface Pro
· 20% of customers male and female considered Lonovo Laptops
· 77% of customers / male and female purchased accessories including a wireless mouse
· 65% of customers took advantage of the 20% discount
· 78% of customers said that they will be returning customers
· Overall star rating of customer service is 4.6 stars out of 5
· 42% of customers said it took them over 5 minutes to be served

 Add observation

(Assessment objectives …)
Task 2.a

Demonstrate the following task:

Task 2.a

You are a Manager at IT-World in Sydney. You have been asked by the CEO to purchase a new Point Of Sale (POS) system that helps manage all the customer transactions.
You are unsure where to start so your manager advises you to conduct research on 2 platforms that could be purchased. 
With your research, you are to complete the following items:
POS 1
1. Name
2. Type of machine
3. Size of machine
4. Cost
5. Features
6.  Add-ons
POS 2
1. Name
2. Type of machine
3. Size of machine
4. Cost
5. Features
6. Add-ons

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Task 2.b

Demonstrate the following task:

Task 2.b

There is no performance task for this section. Proceed to Topic 3.

 Add observation

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Task 2.c

Demonstrate the following task:

Task 2.c

There is no performance task for this section. Proceed to Topic 3.

 Add observation

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Task 3

Demonstrate the following task:

Task 3

Following from your activity in Topic 2, record yourself for 2 minutes talking about what you will say in a meeting to the CEO about your research findings on the POS systems.
You are also to provide a recommendation on which POS system to purchase and explain why you believe the chosen POS system will be most beneficial for IT-World. 
Upload your audio recording in the space allocated.

 Add observation

Project A

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The ABC Manufacturing Company is a large, Australian company, based in Sydney. It has been operating for approximately 17 years. It manufactures good quality products which are exported to all states. It has a regular line of supply to a well-established group of customers.
The CEO is concerned and has called a meeting of department heads and on-line managers. Business has been dropping and budgetary targets will not be met if something is not done quickly. Operations and production levels are fine. Product quality is good and meeting specifications. Yet sales have dropped. You have been called together to identify and solve the problem/s. How will you go about it?
There are two obvious problems here. You will need to address the possibility of both and indicate possible root causes for each.
In finding a solution to the problems, you will need to consider:
· markets and market segments
· customers—their needs, wants and expectations and your methods of determining them
· customer focus and what that means
· competition
· promotion and advertising—promising and delivering
· in-house attitudes toward customers—training in customer service
· service levels and styles
· customer feedback and complaints management—processes and procedures for managing, recording and using customer complaints and suggestions as part of the continuous improvement process
· the impact of internal and external change factors
· any other factors you consider to be relevant
Explain how and why you think these problems have arisen and write a proposal (600-800 words), to be presented to the CEO outlining:
What the problems are and how you believe they can be overcome.
Your proposal should include:
· a description of the problem/s
· a list of options or alternatives for solving them
· a description of the processes used to generate these alternatives
· a suggested course of action based on the best options outlined
· strategies for resolving the issues, and justification of those strategies
· any costs involved
· the personnel who should be involved, and their roles
· the expected outcomes of the interventions
· a statement of the likely outcomes if the interventions are not implemented
· any relevant legislation

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Project B

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We should encourage our customers to complain!
Explain:
· what this statement means
· how it should be applied
· why it should be applied, and
· why a policy of encouraging customer complaints would benefit your organisation, or indeed, any other organisation.
(150-200 words)

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Project C
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Scenario:
XYZ Electronics Pty Ltd is a retailer of phones, computers, DVDs, and other consumer electronics, with stores in many of the largest shopping malls in Austraila. Recently it has become an Internet Service Provider (ISP), in competition with Optus, Vodaphone, TPG and so on. Staff deal with customers by phone, by chatting via their web site, by contact and complaint forms on their web site, and in person at the stores.
You have been tasked with helping the Customer Service Manager at XYZ to design, develop and administer a customer service survey, containing at least six (6) questions, to be administered to a selection of XYZ’s customers, in to judge their satisfaction with the level of service you provide. Your survey will be designed to determine customer needs, wants and expectations, and to determine whether your overall customer service performance meets those specifications.
Instructions:
· Design and develop the survey containing at least six (6) questions
· Ask at least five (5) friends, colleagues or family members to play the roles of XYZ customers
· On a separate page of your survey, explain:
· How you would administer the survey and how you would encourage customers to complete the survey sheet. (20-30 words)
· How you think customer responses to the survey questions would aid in diagnosing any problems your organisation might have in matching service delivery to customer needs and expectations. (20-30 words)
· How the survey results might be used to develop options for improved service and to provide relevant and constructive advice promoting the improvement of customer service delivery. (20-30 words)
· Ask the five (5) simulated customers to complete the survey and return the results to you.
· Collect and collate the results
· Discuss the results in a report, addressing these questions: (80-100 words)
· Were there any surprises and what were they?
· How will you communicate this information and to whom?
· Why is it important for these people to know the results of the survey?
· What is its importance to you, your division and your organisation?
· How can this information be used to increase your market share?
Submit for assessment in a single document:
· the survey you created
· a description of how it was administered (i.e. online, hard copy, etc.) and to whom
· the answers to the questions relating to the adminstration of the survey
· a statement of the number of people who responded and the percentage response
· the collated and summarised results
· the report discussing the results