Assessment No.2 for BSB51915 Diploma of Leadership and Management

This assessment is for BSB51915 Diploma of Leadership and Management, Customer Service subject. It includes tasks related to coaching, stakeholder analysis, presenting ideas, and learning customer service skills.

T-1.8.1
Details of Assessment
Term and Year 2,2018 Time allowed Weeks 7,8
Assessment No 2 Assessment Weighting 50%
Assessment Type Customer Service Project and Role-play(IN PAIRS) Individual submission
Due Date Week 7,8 Room TBA
Details of Subject
Qualification BSB51915 Diploma of Leadership and Management
Subject Name Customer Service
Details of Unit(s) of competency
Unit Code (s) and
Names
BSBCUS501Manage Quality Customer service
Details of Student
Student Name
College Student ID
Student Declaration: I declare that the work
submitted is my own, and has not been
copied or plagiarised from any person or
source.
Signature: ___________________________
Date: _______/________/_______________
Details of Assessor
Assessor’s Name Nadia Chowdhury / Ali Kauser
Assessment Outcome
Results Competent Not Yet Competent Marks / 50
FEEDBACK TO STUDENT
Progressive feedback to students, identifying gaps in competency and comments on positive improvements:
______________________________________________________________________________________
______________________________________________________________________________________
______________________________________________________________________________________
______________________________________________________________________________________
Student Declaration: I declare that I have been
assessed in this unit, and I have been advised of my
result. I am also aware of my right to appeal and the
reassessment procedure.
Signature: ____________________________
Date: ____/_____/_____
Assessor Declaration: I declare that I have
conducted a fair, valid, reliable and flexible
assessment with this student, and I have provided
appropriate feedback
Student did not attend the feedback session.
Feedback provided on assessment.
Signature: ____________________________
Date: ____/_____/_____
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T-1.8.1
Purpose of the Assessment
The purpose of this assessment is to assess the
student in the following learning outcomes:
Competent
(C)
Not Yet Competent
(NYC)
Plans, policies or procedures for delivering quality
customer service
develop and manage organisational systems for
quality customer service
develop and review plans, policies and procedures
for delivering and monitoring quality customer
service
implement policies and procedures to ensure quality
customer service
monitor and assist teams to meet customer service
requirements
develop, procure and use human and physical
resources to support quality customer service
delivery
Assessment/evidence gathering conditions
Each assessment component is recorded as either Competent (C) or Not Yet Competent (NYC). A student
can only achieve competence when all assessment components listed under “Purpose of the assessment”
section are recorded as competent. Your trainer will give you feedback after the completion of each
assessment. A student who is assessed as NYC (Not Yet Competent) is eligible for re-assessment.
Resources required for this Assessment
 Computer with relevant software applications and access to internet
 Weekly eLearning notes relevant to the tasks/questions
Instructions for Students
Please read the following instructions carefully
 This assessment has to be completed In class At home
 The assessment is to be completed according to the instructions given by your assessor.
 Feedback on each task will be provided to enable you to determine how your work could be improved.
You will be provided with feedback on your work within two weeks of the assessment due date. All other
feedback will be provided by the end of the term.
 Should you not answer the questions correctly, you will be given feedback on the results and your gaps
in knowledge. You will be given another opportunity to demonstrate your knowledge and skills to be
deemed competent for this unit of competency.
 If you are not sure about any aspects of this assessment, please ask for clarification from your
assessor.
 Please refer to the College re-assessment for more information (Student Handbook).
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INSTRUCTIONS:
This assessment is to be completed by Week 7. Kindly check eLearning for further details.
You may need to conduct some research of your own to answer these questions. Books and the
internet are useful sources of information.Cut and paste answers and COPYING from classmates,
even from the previous terms, will have NO MARKS. Late assessments will get a maximum mark of
25/50.
TASKSAND ROLE-PLAY (50 MARKS)
TASK1.A colleague has asked you to coach them in the provision of good customer service
techniques. Explain how you would go about doing this. To answer this question you will need to
research the coaching process then demonstrate that you understand how coaching procedures can
be applied and why these are necessary, in such situations, to have some understanding of adult
learning needs. (5 marks)
Coaching is generally an on-going process that is designed to help the employees in achieving
greater competencies. Moreover, this differs from training, which is a structured process that helps in
equipping people with several opportunities, knowledge’s and tools (Ro and Olson 2014). This helps
in developing themselves to be highly effective while committing fully to work, their organization and
work. Coaching the colleagues facilitates in developing the individuals to be their best and thus
contributing their talent and best fit in the organization. Good customer service is the main element for
business being successful. It is important to deliver the services to the customers in a most effective
manner.
The employees would be empowered to solve their own problems. I would make encourage and
motivate my colleague to find an alternative or creative solution for all the issues that arises within the
workplace. It is important to help each and every employee by discovering the major problem
themselves. This would help them to do things in a very different manner and therefore lead them to
do things very efficiently. It is vital to decide before making any approach related to customers.
Empathy patience and consistency: the key to deliver the service to customers is empathy and
patience. Though some of the customers will be irritating in nature and others may ask various
questions. Patience and consistency should be maintained while delivering the services (Wilder,
Collier and Barnes 2014). The employee should know how to handle such customers and therefore
provide similar services each time.
Adaptability: each and every customer is very different in nature and some of them may also change
from week to week. Therefore the needs of the customers should be identified and acknowledged.
The employees need to adapt and sense the moods of their customer’s accordingly (Gursoy, Cai and
Anaya 2017). Willingness to learn is helpful in providing adequate customer services through a
continuous learning process.
Smoothly communication: it is crucial to have an adequate and smooth communication with the
customers. It should be ensured that the message conveyed to the customers should be exactly what
is meant. Using positive language with a cheerful tone is an advantage attribute to gain a customer. In
addition to this, a conversation should never be ended without satisfying the needs of the customers.
An employee should have the ability to accept negative feedback and swallow its pride as customers
are always right. It is important to always keep the happiness of customer as the first thing on the
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mind. Besides this it is important for the colleague to have a proper time
management skills and should stay balanced to achieve the adequate balance.
TASK2. Stakeholders are people who have an interest in a particular issue. A stakeholder is anyone
significantly affecting or affected by someone else’s decision making. The first step in stakeholder
analysis is identifying who your key stakeholders are.
Imagine a small restaurant in a busy suburban street. The restaurant seats fifty (50) people. It has a
modern cuisine style menu. The business is a partnership between a husband and a wife.
Identify the stakeholders for this restaurant. Draw a diagram showing the inter-relationships.
(5 marks)
Stakeholders are the individuals or the group that are affected by the organization’s business
activities. The major stakeholders of the restaurants are its directors, managers, employees,
customers, suppliers, local authority, community and competitors. The internal stakeholders are the
individuals running the organization and are closely related to the growth of the organization. The
internal stakeholders of the restaurant are employees, chefs or managers, and the directors. On the
other hand, the external stakeholders do not have any direct relation with the restaurant. Although
they play a major role in the long-term growth of the restaurant business. The external stakeholders
are suppliers of the food and the customers.
Diagram-
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TASK3.If you or your team/workgroup identified a problem or developed a new idea with regards to
improving customer service, how and to whom would you present this idea? (5 marks)
It is important to identify the problem that the customers service team may face while managing the
needs of the customers. To share the idea with the team it is important to align the idea with priorities
related to the key decision makers. It is vital to connect with the leadership’s vision of the organization
besides the objectives of the outcome. While introducing the new ideas relating to the improvement of
the customers service, it should be known that the people are actually creating change in the
workplace (Habel et al. 2017). Bad customer experiences in the customer lifecycle thus can ruin the
relationship. Active listening should be practised so that the customers would feel heard. It is one of
the important skills that are vital to deliver effective customer services. This helps the employees to
enhance their customer service strategy. Moreover, the staff should also have the skills as well as all
the know-how to efficiently interact with the customers. The idea for better customer services should
be primarily submitted to director or main leader. Each and every interaction should be focused
around mutual respect, individual value and shared vision for the future.
The best way to improve long-lasting results related to customer services ideas are through organized
and comprehensive approach.
 Showing off the customer support: it would be an effective idea to show support to the
customers as this not only helps the potential customers to show support but also help them
to make an effective decisions. By showing support to the customers, helps in reaffirming
their faith among ourselves.
 Providing feedback to the customers: by providing adequate feedback to the customers would
make the customer service more effective. In the recent times, with the advent of latest
technologies, through screen lives and videos, the customers can easily get all the solution in
a short span of time.
 Effective social media strategies should be applied as it would help in providing more
personal connections than any other available resources. Through social media’s the
customers can actually feel like insiders. The presented idea therefore would be useful to
achieve long-term success of the organization.
TASK4.Being able to provide customer service is not an innate skill. Discuss 3 ways on how
employees can learn the skills needed to provide good customer service. (5 marks)
In business, it is highly significant to make the employees learn about the necessary skills that are
required to satisfy the customers. Through coaching the employees can easily learn all the required
skills for delivering the services effectively to its customers. It is important to improve the staff’s
capability by helping all the people in developing as well as applying their skills. The requirements that
are needed should be communicated and the employees should also know the standards that are
expected while providing such trainings. It is important to help them n setting or establishing their
goals. This tactics would further help the sales person to improve their transaction value. Moreover,
ratings related to customer services should be provided as it helps in supporting the overall sales
target of the business. The employees should review the action implemented by them from time to
time and also decide on the next step that is to be taken by them.
 Proper communication: the employees should have a cordial relationship with their managers
to bring their problems besides providing suggestions for their overall improvements.
Depending on the organization, a proper 15 minutes meeting in a week should be made with
the employees to encourage and show support to them.
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 Investing in training and development: For achieving maximum
satisfaction, it is important for all the young employees to get adequate training so that they
can speed up their services for the particular job. Trainings in the form of teaching phone
etiquettes and dealing with all the difficult people can prove to be beneficial for all the frontline
employees. On the other hand, cost effective strategy would also prove to be more useful to
train the employees. Finding relevant articles in the internet and sharing them with the
employees can prove to be very useful to incorporate all the new ideas with the employees. In
fact the experienced staff members of the employees should also help in improving the skills
of the staffs and dealing with the customers.
 Encouraging active listening: to deliver an effective customer services, one of the most
required services is actually active learning. The employees should be taught to listen well
and only respond after listening to the viewpoint of their customers (Mononen, Kortelainen
and Hellgrén 2016). Everyone should feel that someone is actually caring about their problem
and is always there to help them eagerly. While discussion the problem with the customers,
the employers should repeat that accordingly. This would make the customers feel that
someone is actually taking care of the needs. Active listening provides a unique opportunity
for the employees an effective opportunity to turn the unpleasant situation into a positive.
The above skills would be thus highly effective to provide immense satisfaction to the customers,
company besides the own satisfaction of the employees. Moreover, the employer also needs to
practise empathy and patience while dealing with the employees.
TASK5.In any organisation, there are both internal and external customers. These are all part of the
customer – supplier chain. For the customer/end-user to receive quality products/services, it is
necessary that all aspects of the customer–supply chain meet specific quality objectives. Who actually
sets these quality standards and how are they set? Identify 2 entities and explain. (5 marks)
A product that is tangible in nature is just one aspect related to the customer and supplier
relationship. While in many business the other vital aspect is services as there are no physical
products. In such business the only relationship is service. The standards for services are crucial for
all the customers, employees, potential customers and business management. This also helps the
employees in defining the customers’ expectations and further reminds their management as well as
the employees for the entire obligation and the challenges that they are about to face.
The company has various stakeholders that are both internal and external to the firm. The employees
as well as the mangers are set in the business and they grow both personally and in the professional
manner. External customers actually review their organization as a provider for something they want
to buy. While the internal customers can participate in all the business activities by being a part of the
team.
Service standards are identified in the form of:
 Timeliness
 Accuracy
 Appropriateness
The standards are established by the upper level of management and the standards are set according
to the size, diversity and complexity related to the business. The standard that is to be implemented is
also required to be measured with the help of correspondence management system. Feedback forms
or follow-up also helps in checking the customer’s feedback. Moreover, it also helps in eliminating all
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the ambiguity from the standards so that the overall organization can
easily understand their measures.
The entities setting up the standards are as follows:
 ISO
The International Organizational for Standardization (ISO) established in the year 1947 and has it’s
headquarter in Geneva, Switzerland. The standards of the ISO are defined as all such documents that
provides requirements, specifications and characteristics or guidelines, which can be used
consistently to make sure that all the products, services and material for their purpose ( Umashankar,
Ward and Dahl 2017). As per the ISO standards, the products that are to be provided by the
organization is deemed to be safe, reliable and of high quality.
 NIST
The National Institute of Standard and Technology (NIST) is another entities that was established in
U.S. to set and establish all the information’s and standard related tools that is effectively needed to
compete in the marketplace at the global level. The standards are meant to provide effective customer
services and improving quality of life and fostering industrial competitiveness.
TASK6. ROLE-PLAY (25 marks)
This is a practical assessment to ensure the learner participates in customer service
interactions/transaction situation using a role-play script in a simulated environment. Pairs are
required in this assessment. Your assessment partner will play the role of a customer and you as the
service staff and vice versa. Your trainer will play the role of your supervisor. Your role-play should
include a conversation between 5-10 minutes with the customer.
You are required to:
 Develop the scenario script that contains conversations of both people for the role play
 Consult the supervisor in regards to the service situation (if referral is required)
Script
Organisational Context:Role-Play topics and scenario examples for developing the Role Play Script
by the learner may include, but not limited to the following:
1. A customer enquires/wishes to purchase or experience your company’s products and services
2. A Customer Is Confused About What He or She Wants or Needs
3. When a Customer Makes a Racist Remark
4. When a Customer Asks to Be Served Ahead of Other Waiting Customers
5. When a Customer Has a Negative Attitude About Your Company Due to Past Experiences
6. When a Customer Is Experiencing a Language Barrier
7. When the Customer Insults Your Competence
8. When You Don't Have the Answer
9. When You Need to Clarify Commitments
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10. The Customer is agitated
11. The Customer has defective merchandise
12. You receive a Complaint about Rude Employees
13. A customer feels you have ‘ripped’ them off
Role Play should ensure that the learner demonstrates some of the following:
 Work activities that allow interaction with multiple and diverse customer types to allow the
leaner to respond to a range of requirements and customer needs
 Ability to provide a total quality service experience with knowledge of different customer
preferences and ways to meet both stated and unstated requirements
 Customer service or complaint situations.
 Techniques for solving complaints including the principles and techniques involved in the
management and organisation of any of the following:
i. Customer behaviour
ii. Customer needs research
iii. Customer relations
iv. Ongoing product and/or service quality
v. Problem identification and resolution
vi. Quality customer service delivery
vii. Record keeping and management methods
viii. Strategies for monitoring, managing and introducing ways to improve customer
service relationships
ix. Strategies to obtain customer feedback
ROLE PLAY SCRIPT
Role-play topic: The customer is agitated
Customer Service: Hi, I am Lisa, how are you today and how can I assist you?
Customer: Hi, I am Jennifer. Good, Thanks. I have a query regarding the mobile handset that I
have bought last month. The mobile handset is giving me trouble as it is getting switched off after
every fifteen minutes. I have provided the handset to the service center and I am yet to receive the
same. Can you please let me know the status of the same? I don’t know how can you people be
so careless about your work? I am calling you from last 15 minutes and there is no reply from your
end. I am fed up with such terrible services provided by you guys
Customer Service: Ma’am I am really sorry for the inconvenience that has been caused to you.
Please give me a moment to check the same with the marketing and sales department. Ma’am can
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you help me by providing the IMEI number?
Customer: I don’t remember the same and I need to search. You guys do not have the IMEI
number also. When I am calling you, it is your sole responsibility to handle the queries effectively,
but this is the worst experience I am facing with your company
Customer Service: I am sorry ma’am. Actually, your complaint has not been registered yet, so the
docket number is not being shown on my screen. Please provide the same to me as I can help you
more appropriately
Customer: Yes. Just a second. The IMEI Number is 562365893215893
Customer Service: Ma’am please give me a moment. Let me just check with the concerned
department if I can solve your query.
Customer: Sure
After Two Minutes
Customer Service: Hi ma’am, I am sorry to keep your call on hold. Ma’am I had a talk with the
respective department wherein they have informed me that there will be charge that will be
incurred of around $500 as there had been internal damage
Customer: I cannot pay such a huge amount as the handset is in the warranty period and this is
the issues with the handset. I would like a refund for the same
Customer Service: Ma’am I understand your concern, however as per the policies of the
company, we cannot provide the refund to you. Try and understand that there was an internal
damage and the part that was required to be changes cost more than $450 and $50 is the labor
fees that is required to be paid by you.
Customer: Okay, when can I get my handset?
Customer Service: Ma’am we will be calling you in next 3 hours and you can come and collect
the same by today or tomorrow as per your convenience.
Customer: Thank You for the help. However, I won’t be able to turn up today, I will be coming
tomorrow in the first half of the day
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Customer Service: Surely Ma’am. Is there anything else I can assist you with?
Customer: No thank you
Customer Service: Thanks for calling. Have a great day ahead.
ROLE-PLAY MARKING GUIDE (for trainer use only)
The Trainer is to assess the learner’s performance using the Customer Service Assessment Checklist
provided below.
DID THE CANDIDATE’S ASSESSMENT SATISFACTORILY ADDRESS
THE FOLLOWING:
S NS N/A
Interprets and analyses textual information from a variety of sources and
applies the knowledge that has been gained to evaluate standards for
organisation’s products and services
  
Produces a range of text types to convey information, requirements or
recommendations matching style of writing to purpose and audience
  
Clearly articulates systems and standards in a team environment using
language suitable to diverse audiences
  
Uses listening and questioning techniques to obtain feedback and confirm
understanding
  
Interprets and comprehends mathematical information in organisation’s
business and customer service plans.
  
Recognises and applies organisational protocols and meets expectations
associated with own work
  
Identifies and uses appropriate conventions and protocols when
communicating with colleagues and customers
  
Collaborates with others, taking into account their strengths and
experience, to achieve desired outcomes
  
Provides support in field of expertise to team
  
Develops and implements plans using logical processes and monitors and
evaluates progress against stated goals
  
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Accepts responsibility for addressing complex or non-routine difficulties,
applying problem solving processes in determining a solution.
  
Uses digital technology to access, organise and present information in a
format that meets requirements
  
THE OVERALL PERFORMANCE WAS
COMPETENT

NOT YET COMPETENT

References and Bibliography:
Colm, L., Ordanini, A. and Parasuraman, A., 2017. When Service Customers Do Not Consume in
Isolation: A Typology of Customer Copresence Influence Modes (CCIMs). Journal of Service
Research, 20(3), pp.223-239.
Corrada, M.D.L.M.S., Varela, J.C.S. and Svensson, G., 2015. Customers service experience
in hospitals: A Dip and SOS construct of negative encounters. In Marketing Dynamism &
Sustainability: Things Change, Things Stay the Same… (pp. 283-289). Springer, Cham.
Frimpong, K., 2014. Service orientation in delivery: Perspectives from employees, customers, and
managers. Services Marketing Quarterly, 35(1), pp.54-67.
Gursoy, D., Cai, R. and Anaya, G.J., 2017. Developing a typology of disruptive customer behaviors:
Influence of customer misbehavior on service experience of by-standing customers. International
Journal of Contemporary Hospitality Management, 29(9), pp.2341-2360.
Habel, J., Alavi, S., Schmitz, C., Schneider, J.V. and Wieseke, J., 2016. When do customers get what
they expect? Understanding the ambivalent effects of customers’ service expectations on
satisfaction. Journal of Service Research, 19(4), pp.361-379.
Jayawardhena, C., 2015. Customers’ Service Evaluation: Antecedent Effects of Employees’ Customer
Orientation and Service Orientation Behaviors. In Proceedings of the 2009 Academy of Marketing
Science (AMS) Annual Conference(pp. 211-211). Springer, Cham.
Larivière, B., Bowen, D., Andreassen, T.W., Kunz, W., Sirianni, N.J., Voss, C., Wünderlich, N.V. and
De Keyser, A., 2017. “Service Encounter 2.0”: An investigation into the roles of technology,
employees and customers. Journal of Business Research, 79, pp.238-246.
Mononen, A., Kortelainen, M. and Hellgrén, A., 2016. Students as customers: Service process
development for improved student’s customer experience at BusinessLab of Laurea University of
Applied Sciences, Finland.
Ostrom, A.L., Parasuraman, A., Bowen, D.E., Patricio, L. and Voss, C.A., 2015. Service research
priorities in a rapidly changing context. Journal of Service Research, 18(2), pp.127-159.
Ro, H. and Olson, E.D., 2014. The effects of social justice and stigma-consciousness on gay
customers' service recovery evaluation. Journal of Business Research, 67(6), pp.1162-1169.
Sengupta, A.S., Balaji, M.S. and Krishnan, B.C., 2015. How customers cope with service failure? A
study of brand reputation and customer satisfaction. Journal of Business Research, 68(3), pp.665-
674.
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