Assessment Task 2 - Customer service project

BSBCUS301 Deliver and monitor a service to customers

Part A: Customer service role-play

Customer 1: Jason Smith, CEO Oztech Electrics

CSR: Good morning/afternoon my name is Sontaya. How can I help you today?

Customer: Hi. I am interesting in obtaining business coaching for a range of areas

including leadership, marketing and time management.

CSR: Great. You come to right way. What your name sire?

Customer: My name is Jason Smith.

CSR: Nice to meet you Jason. Would I know about your business please?

Customer: My business is an electrical contracting business; he has a small team of

staff. And I have limited time and would prefer to be able to able to receive coaching
for a limited time per week and preferably on-line.

CSR: I would offer you to get On-line group coaching sessions.

Based on meeting, working with, coaching and advising hundreds and hundreds of
business and knowing what are the common success factors, Aus Biz Coaches we have
put together an affordable course that provides and overview of business success
principles and techniques. Also If you have limited time this session offers an 8 weeks
online group coaching sessions to achieve this. The sessions are delivered over the
Internet with interactive tools and participants only need to allocate one hour per
week to transform their business.

Customer: I had a limited budget and want to know if any discounts are available.

CSR: I know about business problem prefer to save cost this cost just 13,00 dollars
with Topics covered will include:
1. Setting the right goals for your business, including KPIs
2. Business success principles
3. Avoiding common mistakes
4. Maximizing business returns
5. Creating more time
6. Attracting and retaining quality staff
7. Improving business communications
8. Attracting referrals
9. Generating more clients with low cost and no cost lead generation
10.Organizing your team
11.Leading your team

Customer: That is worth enough. Thank you for your information.

CSR: No worry sir. When you plan to start this coaching session?

Customer: I plan to start coaching sessions early next year.

CSR: No problem. You can get in online session to have a look our program update any
time.

Sontaya Tiarpattaradilok
Assessment Task 2 - Customer service project
BSBCUS301 Deliver and monitor a service to customers

Customer: OK. Good. Id like to read some material prior to the coaching session; he
wants to buy the Business Solutions book.
CSR: Yes sure. We provide marketing material for you have to look and consider.

Customer: I am interested in finding out about any events that he could attend but
doesnt want to commit to anything at this stage. He is particularly interested in
business partnerships.

CSR: If you would get session early of next year I would recommend you an event at 1
February 2016 Business partnerships 7.30 pm to 9.30 pm. The aim of this session is
to provide you with information about business partnerships and whether to go into
them.

Customer: Thank you very much for your information.

CSR: No worry I am here for support you. Would you mind if I would have your
company and contact detail?

Customer: Thats fine. My company name is Oztech Electrics and you can contact me
at 0425 643 636 and my email is Jason.smith@OztechElectrics.com.au.

CSR: Thank you sir. I hope to talk to you soon. Have a good day.

Customer: Thank you. Cheers!

Customer 2: Samiya Santos. Samiya Designs

CSR: Good morning this is Mr. Sontaya. How are you this morning?

Customer: Good morning. I am fine. Thank you. And how are you going?

Sontaya Tiarpattaradilok
Assessment Task 2 - Customer service project
BSBCUS301 Deliver and monitor a service to customers

CSR: I am good. Thank you. How can I help you today?

Samiya: I have recently set up an on-line retail business, selling handmade designer
clothes.

CSR: Can you let me know about your name and what kind is your business please?

Samiya: My name is Samiya Santos and my business one is the sole business operator.

CSR: Thank you. And would you mind to please tell me what is your need so I can help
you properly?

Samiya: I want to book in for the one to one coaching sessions but my English is my
second language and I am worried about understanding technical concepts.

CSR: Dont be worried. Our service session provides the customer with advice and
other information that is accurate, clear, concise, and reliable and in plain language.

Samiya: Good. Thank you. I want an immediate appointment. Can you recommend me
for my expectation please?

CSR: Yes sure. I would offer you our one-off strategy session is designed to focus on
the key areas of business that need extra attention.

Customer: Well. I am glad to hear that. My main area of interest is marketing,

especially social media marketing.

CSR: This business strategy session provides clients with the guidance to boost
business growth and success. In just two hours, you will be assisted with getting clear
direction and actions for the business that can be immediately implemented.

Customer: OK. I would get that.

CSR: Would you mind if I would ask for your details including company, position,
telephone, and email.

Samiya: Of course! My company name is Samiya Designs. I am the shop owner and
my contact number is 0403 345 532 and my email address is
samiyas@samiyadsigns.com.au.

CSR: Thank you for madam. I will contact you to talk about your booking today
afternoon. Have a good day madam.

Customer Record Sheet (CRM TEMPLAT

Compan Positio Details of Dat

Name Phone Email Enquiry details Priority
y n response res
Jason Oztech CEO 0425643636 Jason.smit To obtain business Second Communicate 15/1
Smith Electrics h@OztechE coaching for a to manager
lectrics.co range of areas about this
m.au. including case via email
leadership,

Sontaya Tiarpattaradilok
Assessment Task 2 - Customer service project
BSBCUS301 Deliver and monitor a service to customers

marketing and
time management

Samiy Samiya Owner 0403345532 samiyas@s To book in for the First Introduce and 15/
a Designs amiyadsign one to one present
Santos s.com.au. coaching sessions session and
describe
about cost

Sontaya Tiarpattaradilok
Assessment Task 2 - Customer service project
BSBCUS301 Deliver and monitor a service to customers

Part B: Customer service delivery

Date: 15/10/2016
To: manager@ausbizcoaching.com.au
From: Sontayat@ausbizcoaching.com.au
CC: team
Subject: enquiry for a session service
________________________________________________________________________________________

Dear Sir,

Today we got two customers enquiry about our service session that I cannot answer them
stead away so I would you please recommend about following as customers list below:

1. Jason Smith would get a discounts for his order as On-line group coaching sessions cost
$1,300 and Solutions for business success book as 159$.
2. Samiya Santos would get some help to understanding technical concepts, as One to
one business coaching cost $3,000 with additional costs of $500 per meeting for
mentoring cost.

I am looking for your response. Thank you.

King regards,

Sontaya Tiarpattaradilok

Date: 17/10/2016
To: Jason.smith@OztechElectrics.com.au
Sontaya Tiarpattaradilok
Assessment Task 2 - Customer service project
BSBCUS301 Deliver and monitor a service to customers

From: Sontayat@ausbizcoaching.com.au
CC: manager@ausbizcoaching.com.au
Subject: enquiry for a session service
________________________________________________________________________________________

Dear Mr. Smith,

Thank you for your enquiry. I sent you about your session information of session. Please see
below;

On-line group coaching sessions

Aus Biz Coaches offers an 8 weeks online group coaching sessions to achieve this. The
sessions are delivered over the Internet with interactive tools and participajnts only need to
allocate one hour per week to transform their business. Topics covered will include:
1. Setting the right goals for your business, including KPIs
2. Business success principles
3. Avoiding common mistakes
4. Maximising business returns
5. Creating more time
6. Attracting and retaining quality staff
7. Improving business communications
8. Attracting referrals
9. Generating more clients with low cost and no cost lead generation
10.Organising your team
11.Leading your team

Publications
Solutions for business success- $159.00
This book is designed for small business owners.
Find out how to make your business a success and step by step instructions to achieve
business vision and goals.
A number of tools to assist with planning are also included, including a Business Plan template
and profit calculator.

With your enquiry to would get a discounts for your on-line group coaching sessions cost
$1,300 and Solutions for business success book as 159$. My manager would offer you 5% for
coaching session and 10% for the book please. Please see detail for make a payment amount
below;

Item Cost Discount Amoun

t
On-line group coaching session $1,300 $65 $1,235
Solutions for business success $159 $16 $143
book
Total payment $1,378

If you would get more information please let me know. I am looking for your response. Thank
you.

King regards,

Sontaya Tiarpattaradilok

Sontaya Tiarpattaradilok
Assessment Task 2 - Customer service project
BSBCUS301 Deliver and monitor a service to customers

Date: 17/10/2016
To: samiyas@samiyadsigns.com.au
From: Sontayat@ausbizcoaching.com.au
CC: manager@ausbizcoaching.com.au
Subject: enquiry for a session service
________________________________________________________________________________________

Dear Madam,

Thank you for your enquiry. I sent you about your session information of session. Please see
below;

One to one business coaching: One to one business coaching is delivered over a
number of sessions and is customized to meet a range of business goals such as
increasing business turnover, increasing profits, adding new products or services,
working less hours or selling your business.
The initial meetings with you will last 1 2 hours. We will then develop a 90 day plan
that includes 3 follow up sessions of 2 hours each during this time.
We can provide ongoing mentoring following the 90 days plan
Cost: $3,000 with additional costs of $500 per meeting for mentoring cost.
Payment process: we accept for cash, deposit and credit card.
With your problem to about your English language, our service session provides the
customer with advice and other information that is accurate, clear, concise, and reliable
and in plain language and also we will provide you an interpreter in your native
language to help you to easy understand technical concepts of the business properly. I
hope this could be helping you at all.

If you would get more information please let me know. I am looking for your response. Thank
you.

King regards,

Sontaya Tiarpattaradilok

Sontaya Tiarpattaradilok