BSBCUS401 Coordinate implementation of customer service

BSBCUS401 Coordinate implementation of customer service strategies
Case Study v2.3 (2019/03/12)
.1
BSBCUS401 Coordinate implementation of
customer service strategies
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Read through the following case study and complete the associated four tasks.
You should reflect on your learning and your own research within this unit.
Currently working students are encouraged to base the scenario of this
assessment on their dental or medical surgery/practice.
Case Study
Consider the following scenario.
You work for ABC Stationery, a small business that supplies office supplies to
small and medium-sized businesses within the South East Queensland market.
The business has eight staff members, and it has started to grow. As part of
that growth, you have been asked to look at the business’s customer service
strategies. A new Client Management System (CMS) with an integrated
document control system has been purchased in order to stop the loss of
corporate knowledge, which happens when staff members leave.
Currently, no formal customer service strategies have been put in place, and
there has been no previous formal training within the organisation in customer
service.
About the business:
 Two business partners own the business.
 Three administration staff take sales over the phone and liaise with the
bigger clients on a daily basis. One member is new, one has been with the
company for one year, and the other has been with the company for eight
years.
 The finance manager has been with the company for three years.
 There are two sales staff that mostly work remotely. They have been with
the company for two years.
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BSBCUS401 Coordinate implementation of customer service strategies
Case Study v2.3 (2019/03/12)
.1
Employee demographics:
 The average age range is 25–55.
 There is a mix of males and females.
 Two of the administration team are from non-English speaking background.
As a manager, it is important that you review customer service and seek ways
to make improvements. It is important to consider improving not only your
own standard of customer service but also how you assist others to make
improvements in their standard of customer service.
In order to identify ways to make improvements in customer service, you need
to clarify and accurately assess the needs of customers. There are several
ways that this can be accomplished, but they are all based on communication
techniques. By ensuring that there is good communication with customers,
the number of customer complaints will reduce.
Communication techniques may relate to:
 Analysing customer satisfaction surveys
 Analysing quality assurance data
 Conducting interviews
 Consultation methods, techniques, and protocols
 Making recommendations
 Obtaining management decisions
 Questioning
 Seeking feedback to confirm understanding
 Summarising and paraphrasingTask 1
Part A
Imagine you are a customer of ABC Stationary. Think about the type of service
you would expect from the business and staff and also what kind of situations
would make you unhappy with their service. With this information in mind,
develop a questionnaire (minimum of ten questions) that you could use to
gather information from customers on what they like about ABC Stationary’s
service and what they think could be done better and what kind of service
could be implemented that is not currently provided. It could cover such areas
as:
Customer needs may relate to:
 Staff attitude
 Staff knowledge
 Complaints
 Prices/ value for service
 Purchasing experience
 Return of goods experience
 Accuracy of information provided them
 Instore experience
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BSBCUS401 Coordinate implementation of customer service strategies
Case Study v2.3 (2019/03/12)
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 Patient chairside experience (dental students)
 Anything else?
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BSBCUS401 Coordinate implementation of customer service strategies
Case Study v2.3 (2019/03/12)
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Part B
Ask (at least ten) customers to complete the questionnaire. If you don’t work
or have the opportunity to ask customers in a retail situation, adjust the
questionnaire so it suits the area in which you work. If you are not currently
working you may simulate the customer responses. Simulations can include
using friends and family to complete the questionnaire.
Customers may include:
 Corporate customers
 Individual members of the organisations
 Individual members of the public
 Patients
 Internal or external
 Other agencies
Being the manager of ABC Stationary shop, a customer survey was
prepared to help evaluate the different aspects of the business. In order to
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