Assessment Task 2 BSBCUS501 Manage quality customer service

Manage and develop the team

Submission details

Candidates name Phone no.

Assessors name Phone no.

Assessment site

Assessment date/s Time/s

The Assessment Task is due on the date specified by your assessor. Any variations to this
arrangement must be approved in writing by your assessor.
Submit this document with any required evidence attached. See specifications below for
details.

Performance objective
The candidate will demonstrate the ability to ensure delivery of quality service through
handling customer complaints, monitoring team performance, and intervening to develop
team abilities to overcome difficulties in providing quality customer service.

Assessment description
You will use scenario information (provided) to address customer service issues through:
monitoring customer service team performance to identify causes of customer service
shortfalls
addressing a complex customer complaint

coaching an underperforming customer service employee in a role-play.

Procedure

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.

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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:
a. run structured coaching session
b. ask questions to understand and clarify Marys 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.

Specifications
You must:
submit a customer service report

submit an email to resolve a customer complaint

participate in a coaching role-play observed by the assessor

submit coaching documentation, e.g. coaching plan, notes, etc.

Your assessor will be looking for you to demonstrate:

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reading skills to interpret Innovative Widgets information

writing skills to match your style of writing to the documents purpose and audience

communication skills to:

articulate organisational systems and policies

use listening and questioning techniques to understand performance issues
numeracy skills to interpret customer service data

work skills to:

apply Innovative Widgets organisational protocols to complaint resolution and

coaching
recognise and account for strengths and experience of others to achieve
outcomes
provide support to team member
address complex difficulties using problem-solving techniques
technology skills to prepare and present documents

knowledge of organisational (Innovative Widgets) policy and procedures for handling

customer complaints
knowledge of techniques for dealing with customers with specific needs

knowledge of techniques for solving complaints.

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.

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Appendix 1: Innovative Widgets scenario

You are a customer service manager. It is currently December, and over the last few
months, you have been receiving feedback from customers that customer service is just not
what it used to be. The board of Innovative Widgets has been made aware of the decrease
in customer service quality and wants to know what youre going to do to fix the problem.
Mary is a member of your customer service team at Innovative Widgets. Her role is to
receive telephone enquiries and complaints.
You have observed the following:
Mary has been rude to customers on several occasions. This behaviour contravenes
company policy on the knowledge of the importance of friendly service to customers
of Innovative Widgets.
Mary has recently developed a habit of letting the phone ring and then placing
customers on hold. This behaviour contravenes company policy on the knowledge of
the importance of prompt service to customers of Innovative Widgets.
Yesterday Mary received a complaint from a customer:

I work as a buyer for the states largest supplier of mining equipment, Yore Mine
Co. We provide a lot of business to Innovative Widgets.
I ordered 1,000 x 7 mm widgets for delivery last Friday. I was promised that the
delivery would arrive within three days. Its now a week later and they still havent
arrived. My production manager just telephoned me to say he might fail to deliver
a major order unless the widgets arrive in the next four days.
A few weeks ago a consignment of widgets arrived from Innovative Widgets, but
they were 6 mm widgets rather than the 7 mm I had ordered on that occasion.
I am considering going to another supplier for your widgets even though
Innovative Widgets are the only Australian supplier. I could get them cheaper
from China, but the saving isnt great when you add in the extra shipping costs.
Im going to begin legal action if the widgets dont arrive today. I might order the
widgets from China from now on.'

Mary misunderstood and thought that the customer had ordered the products
yesterday and argued with him. She accused the customer of being unreasonable as
Innovative Widgets is an industry leader in guaranteeing three day delivery.
When the misunderstanding was eventually cleared up, Mary wasnt sure how to track
orders or reorder the products. She said there was nothing she could do as Innovative
Widgets procedures didnt seem to cover this issue.
As the customer service manager, you will need to write an email to Yore Mine Co. to clear
up the misunderstanding and address their concerns.

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You will also need to demonstrate your knowledge of how to develop team members and
coach Mary to improve the quality of her customer service.
Use the Innovative Widgets Complaints policy and procedures document in Appendix 3 of
this task to assist you.
The following is an excerpt from Innovative Widgets business plan.

Business plan excerpt

Vision statement
To keep every Australian business running smoothly using safe, quality widgets.

Mission statement
Innovate new ways of manufacturing and testing widgets

Deliver consistently high-quality customer service internally and externally

Keep Australian businesses buying Australian widgets through quality products and
second-to-none customer service
Have the best safety record of any widget company.

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Appendix 2: Customer service data

Call Frequency per month

Jan Feb March April May June July Aug Sep Oct Nov Dec

Number of calls 1200 1150 1320 1300 1260 1320 1380 1350 1400 1480 1560 -

Variation in number of 2% 2% +3.5% 1.5% 0.5% +4% +4.5% +3.5% +7% +10% +12%
calls from previous year

Customer service staff

Employee Jan Feb March April May June July Aug Sep Oct Nov Dec

Supervisor John John John John John John John John John (Annua (Annua John
l leave) l leave)

Customer service officer Mia Mia Mia Mia Mia Mia Mia Mia Mia Mia Mia Mia

Customer service officer Nitin Nitin Nitin Nitin Nitin Nitin Nitin Nitin Nitin Nitin
(quit)

Customer service officer Jonas Jonas Jonas Jonas Jonas Jonas Jonas Jonas Jonas Jonas Jonas Jonas

Customer service officer Taya Taya Taya

(new)

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Customer service officer Mary Mary Mary

(new)

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Appendix 3: Complaints policy and procedures

Innovative Widgets
Complaints Policy and Procedure

Purpose The purpose of this policy is to ensure the management of complaints is

carried out consistently, fairly and transparently and in accordance with
organisational requirements.

Scope The scope of this policy covers the management of customer complaints
by employees and contractors of Innovative Widgets.

Resources Specific procedures for the implementation of this policy are available
below and on the company intranet.

Responsibility Responsibility for the implementation of this policy rests with

employees and management of Innovative Widgets with responsibility
for managing customer complaints.

Relevant Privacy Act 1988 (Cwlth)

legislation etc.
Equal Opportunity Act 2010 (Vic)

Competition and Consumer Act 2010 (Cwlth).

Updated/ 10/2011 John Doe CFO

authorised

To manage complaints customer service representatives

1. Greet the customer courteously and give them your name.
2. Listen fully to what the customer is saying. Try to gather all the facts about the
complaint and jot them down. Ask questions and summarise what they are saying.
3. Never argue with the customer.
4. Apologise for any product fault or poor service. Be sympathetic. Ask if the customer
will allow us to send the faulty item to our quality department for testing.
5. When you have all the details about the complaint, ask the customer how they would
like it to be resolved.
6. No product replacements are within all staff members authority.
7. All staff members can use their professional judgement and refund an additional 10%
of the value of the faulty product up to a maximum value of $25.

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8. Complaints involving damage to other property are covered by our insurance. Help
the customer to complete the Claims Form and ask if the customer can obtain quotes
for repairs.
9. All complaints involving injury must be referred to the Customer Service Manager.
Agree a suitable time for the Customer Service Manager to call the customer.
10. Any complaint that is not covered in the above procedures must be directed to the
Customer Service Manager. Agree a time for the Customer Service Manager to call
the customer.

To manage complex complaints customer service manager

1. Once you are alerted to a complex customer complaint, gather all the available details
about the customer, and the problem being addressed.
2. Before contacting the customer, decide on what actions need to be taken to address
the problem:
a. At a system level, to prevent similar problems occurring in the future
b. For the specific customer who has made the complaint
3. Once you have identified actions to be taken, contact the customer as soon as
possible.
4. In your customer contact:
a. summarise the facts and the problem as you understand it and make an
apology for the mistakes Innovative Widgets is responsible for.
b. 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.
c. Describe what Innovative widgets is going to do to solve the customers specific
problem immediately
d. Describe when you will follow-up with the customer to see if their problem has
been resolved
e. Ask if there is anything else the customer needs to resolve the situation or
repair the relationship.

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