Business Management

Unit Name: Coordinate implementation of customer service strategies

National Competency: BSBCUS401A
Assessment Coding: Your results will be reported as Competent or Not Yet
competent.

Elements of Competency

1. Advise on customer service needs.

2. Support implementation of customer service strategies.
3. Evaluate and report on customer service.

Assessment Information

All assessment events for this unit are due on ___________________________.

Flexible students are to discuss a timeline with their facilitator for completion of this
unit.

If you have a permanent or temporary condition that may prevent you successfully
completing the assessment task(s) you should immediately talk with your trainer
about ‘reasonable adjustment’. This is the adjustment of the way you are assessed to
take into account your condition and may include providing a support person or extra
time. The assessment criteria cannot be altered.

What is the appeals process and through whom? If a student wishes to appeal
the result of an assessment event they should ask their trainer, the head teacher, or
the campus office for a copy of the appeal process and the form on which to record
their request for appeal.

For information about assessment in TAFE please see ‘Every Student's Guide to
Assessment in TAFE NSW’ which is available on the TAFE internet site at:
http://www.tafensw.edu.au/courses/about/assessment_guide.htm

BSBCUS401A – Coordinate implementation of customer service strategies Business Faculty

Assessment – v1.0 – 3/12/2008 – Scope Pearson Page 1 of 6 North Coast TAFE
BSBCUS401A Coordinate Implementation of Customer Service Strategies

Assessment Event 1

You are required to respond to all of the following questions and scenarios, and
submit this assessment to your teacher or assessor upon completion.

1 How would you describe ‘customer service’?

2 Why is it important for organisations to meet the expectations

of their customers?

3 What are the underlying principles of a customer service charter?

4 Name four (4) customer service policies and procedures that would assist
you in determining customer service standards.

5 The Supervisor observed on numerous occasions that Beth, the new

customer service officer, would wait for the customer to approach with a
query. Beth had been told by Leah that she should always acknowledge a
customer and take a proactive approach, initiating the first interaction with
the customer. Beth seemed either unable to remember this, or reluctant to
comply with the policy. While Beth was very friendly and courteous, it was
not the kind of service Leah felt was good enough.

What are some strategies that could be put in place to improve this
situation?

6 What steps might you take to deal with a complaint?

7 Explain why it is important that customer complaints are taken seriously.

8 How can an organisation use customer complaints to improve their

standard of customer service?

9 Why is it important to consult with other people about new strategies you
wish to implement for customer service?
BSBCUS401A Coordinate Implementation of Customer Service Strategies

10 Following on from Question 9, list those individuals or groups you may

consult with before developing and implementing a new refund policy, and
why.

11 Why is customer feedback important to an organisation?

12 Describe the various methods an organisation can use to gather feedback

on customer service. You can include in this list the methods your
organisation uses to gather this feedback.

13 Describe how you would monitor and review a customer service strategy
change you have implemented.

14 Why is it essential to maintain the records and systems used to measure

customer service?
BSBCUS401A Coordinate Implementation of Customer Service Strategies

Assessment Event 2

1 Using your organisation, or the case study provided, complete the questions
below. Your answers should clearly respond to each task.

Case study – if required

You have been recently employed as the frontline manager of an

established fashion retail outlet. While the business is only three
years old, it is rapidly expanding and will be providing online
orders and payment options within the next twelve months.
However there have been some complaints received over the
past six months in respect to the handling of refunds, payment
options and telephone orders. There are no real policies and
procedures in place for dealing with customer service. There are
eight experienced sales people who are responsible for customer
service in the shop front and taking telephone orders. There have
been no complaints about these sales people as such, but you
have noticed that they do not really present a professional image
of the company, especially one that is a fashion retail outlet.
There are also four staff members in the warehouse who are
responsible for the delivery and packaging of the products and
complaints have been about the attitude of some staff members
in this department as well as the delivery turnaround time and
the condition they are received in when delivered to the
customer. Your responsibility is to investigate the customer
service area and coordinate the implementation of strategies to
ensure it is meeting customers’ needs and expectations, and
delivering excellent quality customer service.

a Describe the methods you use/would use to assess current customer

service needs.

b How would you identify options for improving customer service?

c What methods would you use to advise staff on customer service needs?

d Describe the technology you would use to present information on

customer service needs.

2 Locate and submit a Customer Service Policy for three (3) different aspects
of customer service
BSBCUS401A Coordinate Implementation of Customer Service Strategies

3 Locate and submit three (3) Customer Service feedback forms including an
online survey.

Assessment Event 3

1 Base your answers on the organisation you currently work for, or the
previous case study in Assignment 2 to complete the following tasks:

a Describe how you monitor and review customer satisfaction, using

appropriate technology to assist in your collection and analysis of data.

b List recommendations for changes you have identified as necessary to

maintain service standards.

2 You have introduced a new complaints handling procedure. Design a staff

survey form asking staff questions about the results they have had when
using the new complaint handling form with customers.

3 Your analysis of customer feedback has identified a need for staff to use
more appropriate communication skills, particularly listening skills. Prepare
a brief report to management outlining your results, identifying the
necessary changes, and making recommendations for the future.
BSBCUS401A Coordinate Implementation of Customer Service Strategies

Requirements to successfully complete this unit

of competency
Assessment is a process that will require you to provide evidence that you have
achieved the knowledge and skills required in this unit of competency.
Successful completion of this unit is based on the assessment of your
demonstrated competence in a workplace or simulated workplace environment.

Assessment of this unit may be in the form of preparing and presenting written
reports/presentations using appropriate technology to demonstrate that you can
advise on customer service needs; support implementation of customer service
strategies and evaluate and report on customer service needs. Your teacher will
provide more details about assessment.

In order to be deemed competent in this unit you will be assessed in a way that
provides evidence that you are able to:
• Identify the needs of major customer groups of the organisation
• Identify the customer service standards of the organisation
• Identify strengths and weaknesses of the organisation’s current service
performance in relation to these standards
• Allocate the resources required to deliver effective customer service
• Identify roles and responsibilities of employees in relation to service delivery
and complaints handling
• Demonstrate action to resolve customer complaints
• Update systems used to maintain customer satisfaction records
• Evaluate and report on customer service delivery
• Demonstrate effective people management skills in a customer service
environment
• Demonstrate effective oral and written communication skills
• Demonstrate effective analysis and problem solving skills in a customer
service management environment
• Use business technology to present a business report based on customer
service needs