Coordinate Implementation of Customer Service Strategies

This document provides information about the assessment tasks associated with the unit of competency BSBCUS401 Coordinate implementation of customer service strategies. It includes written answers to questions and written responses to tasks. The document also includes terms and conditions for submitting the evidence portfolio and information about ownership and plagiarism. The assessment cover sheet and assessment tasks for a written test and a project are also provided. The written test includes questions about OHS legislation, codes of practice, ethical principles, customer service principles, and more. The project involves assessing customer needs and implementing strategies to improve customer service.

BSBCUS401
Coordinate implementation of customer service strategies
Assessment Tasks
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ASSESSMENT INFORMATION
The assessment activities associated with the unit of competency
BSBCUS401 Coordinate implementation of customer service strategies are listed below:
Assessment 1: Written  Written answers to questions
Assessment 2: Project  Written responses to tasks
Assessment 3: Project  Written responses to tasks
This copy contains all of the assessment tasks required for completion of unit of competency
BSBCUS401 Coordinate implementation of customer service strategies.
Prior to commencing the assessments your assessor will explain each task to you.
You will be given the opportunity to ask questions and to seek clarification on any of the
tasks, and your assessor will remain available to support you through the assessment process.
Your assessor is also available to discuss Recognition of Prior Learning and whether this
applies to your circumstances.
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TERMS AND CONDITIONS
Submitting your evidence portfolio
You are recommended to seek the advice of your assessor when putting together your
evidence portfolio in order to confirm that you have provided sufficient evidence of
competency.
You should note that your evidence portfolio must be retained by the Registered Training
Organisation for audit purposes and will not be returned to you. If you wish to keep any
evidence, you should make a copy prior to submission for assessment. You are advised to
make sure you clearly label each answer and task and complete all sections of each
assessment.
If possible, you should also submit copies of any workplace documents that may be relevant
to this unit of competency. In this case you will need to gain approval to provide the copies
from your employer.
Ownership and plagiarism
You are advised by accepting these terms and conditions you have declared the evidence that
you submit is your own work or the result of your own research. By signing the declaration
below you acknowledge your assessment is your own and contains no material written by
another person except where due reference is made.
Note that if you quote any source in your evidence, you must provide a reference to the
source in order to ensure that you do not breach Copyright legislation. You need to be aware
that a false declaration may lead to the withdrawal of a qualification.
Re-submission of your evidence portfolio
If your evidence meets the requirements of the unit of competency you will be assessed as
Competent (C) in this unit. If your evidence does not meet the requirements of the unit of
competency you will be assessed as Not Yet Competent (NYC). If you are assessed NYC, it
is important to discuss your re-submission with your assessor as you will be given one
opportunity only to revise and re-submit your evidence portfolio.
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BSABCUS401 Assessment cover sheet
Student Name
Student ID
Qualification BSB40215 Certificate IV in Business
Unit of Competency BSBCUS401 Coordinate implementation of customer service
strategies
Assessment Task Date of assessment Satisfactory Assessor Signature
Assessment 1:
Written Test
Yes  No 
Assessment 2:
Project
Yes  No 
Assessment 3:
Project
Yes  No 
Assessor’s Comments
Competent  Not Yet Competent  Re-assessment required 
ASSESSOR NAME (PLEASE PRINT) ASSESSOR SIGNATURE DATE
Declaration by Learner
I confirm that the evidence that I have presented is my own work and/or the result of
my own research. It contains no material written by another person except where I
have stated the source. I am aware that a false declaration may lead to withdrawal of a
qualification.
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LEARNER NAME (PLEASE
PRINT)
LEARNER SIGNATURE DATE
If at any stage of the assessments, you believe that the safety of anyone is in jeopardy,
you should abort the assessment session.
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ASSESSMENT 1: WRITTEN TEST
INSTRUCTIONS TO LEARNER
You are required to answer the following questions to confirm your knowledge in relation to
unit
BSBCUS401 Coordinate implementation of customer service strategies.
You may refer to your training materials and other research while completing the answers.
Write your answers in the spaces below using a blue or black pen. Alternatively type a
document and provide a printed copy. If you re-type the document, repeat each question in
the document and type your answer under the question.
Questions and Learner’s answers Satisfactory
(
)
Question 1. Each State and Territory is responsible for its own OHS Act, regulations and
codes of practice. Which two of these three have legislated penalties for a
breach?
Acts
Regulations
Question 2. What is the purpose of codes of practice?
A code of practice gives guideline and advice on how employees should
comply with the set rules and regulations pertaining to their jobs.
Question 3. What are the two main aims of OHS legislation?
Ensuring safety at workplace
All employees have the necessary safety training and equipment
Question 4. What is the purpose of the NSW Anti-Discrimination Act 1977?
It ensures equal opportunity for everyone through offering protection from
unfair discrimination on any ground in their job,
Question 5. Name six grounds that are prohibited by the NSW Anti-Discrimination Act
1977.
Gender
Relationship status
Race
Age
Impairment
Religious belief
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Questions and Learner’s answers Satisfactory
(
)
Question 6. Briefly explain why it is important that a manager understands ethical
principles and behaves in an ethical manner.
Employees look up to the managers’ behaviour, this affects their
performance, a manager is a role model in the organisation therefore it is
important that they behave and act as required by the set of the rules
regulating the organisations practices. Therefore a manger should be
ethical in their practices and ensure they do the right thing as required.
Question 7. List four principles of customer service.
Ensure prompt response to customer enquiries
Give customer accurate and truthful information
Be courteous and respectful to the customers
Listen attentively to the customers
Question 8. It is important to understand the organisation’s business structure in order to
identify responsibility levels of certain roles (job positions) as well as the
reporting lines within the business. What is the name of the diagram that
illustrates these structures?
Organisational chart
Question 9. To enable you to assist customers, you need detailed knowledge on the
products and services available. Identify two ways to ensure staff have current
knowledge on available products and services.
Hold regular meetings and discuss the products and services so as to keep the
staff updated
Allow staff interaction with the staff and the customers
Question 10. It is important to understand and maintain product and service standards.
Provide two points as to why it is important for a business to ensure high
product/service standards.
High quality product and services bring about customer satisfaction hence
ensuring a good customer base
The quality of the products and services offered by a business affects its
market share
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Questions and Learner’s answers Satisfactory
(
)
Question 11. A business is continually seeking ways to improve its customer service. There
are a number of best practice models, which provide copy lines on customer
service. Explain one technique a manager could use to identify the most
appropriate model?
Enquiring for feedback from the customers, staff, and seek clarification from
other managers
Regular benchmarking to identify the customer service models used by other
firms
Question 14 Multiple choice
To improve customer service delivery would you-
Talk to management
Develop Strategy
Consult with customer
Analyse feedback
All of the above
Question 15 How would you delegate information relating to customer service
Email
Newsletter
One to one instruction
Notice board
Informed team and management meetings
Question 16 (Please Circle) Do you think it is important to consider available budget
resources to improve customer service
YES
If yes why? This is because the strategy used must be realistic and must be
within the organisation available resources especially funds, it is also
important to consider human resources available.
Question 17 Why is customer service so important?
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Questions and Learner’s answers Satisfactory
(
)
A happy and satisfied customer is one of the greatest company’s assets,
customer satisfaction is derived from good customer service, and therefore
this helps us to understand why customer service is important because it
makes all the customers feel that they are served to the level best.
Question 18What are the outcomes do you gain as an organisation through evaluating
customer service
Improved product knowledge
Positive attitude and behaviour towards the organisation
Acquire ability to solve problems
Improved customer interaction
Question 19Why is it important to use business technology regarding maintaining systems
and records?
Because in the current world technology helps so much in terms of saving
time and space, for record business technology helps reduce storing so many
physical files in the office and it also helps on easy retrieving of documents.
Business systems enhance sharing of information among the stakeholders and
the staff within the organisation.
Question 20A
If you were to supply a report to your manager regarding customer service
what would it include in the following
Evidence
Conclusions
Financial
Timelines
All of the above
Question 20B Who are the major stakeholders in discussions of customer service strategies?
Management leaders
Team leaders
Staff
Total Questions 20
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ASSESSMENT 2: PROJECT
The following instructions have been provided to the learner.
INSTRUCTIONS TO LEARNER
This activity is related to the unit of competency:BSBCUS401 Coordinate implementation
of customer service strategies
In particular, you will be required to demonstrate your skills and knowledge in relation to this
unit of competency.
You may refer to your training materials and other research if required. The activity may be
completed in the workplace or a simulated workplace.
Your assessor will use a checklist to record the assessment decision.
Overview Below are a number of practical tasks to be completed over a period of time in a
real or simulated workplace where you will perform the duties of a manager.
The times for completion of the tasks are to be negotiated between yourself and the assessor.
The tasks will reflect your ability to:
Project: Advise on customer service needs and implement strategies to improve
customer service.
Your assessor will provide you with instructions and complete a checklist on which they
will record your satisfactory performance of workplace tasks.
The Project Tasks table below identifies the documents that you are required to prepare
and submit in your evidence portfolio. They may be presented in printed format in a
folder or as an electronic copy.
Ensure both your name and student number is clearly displayed.
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Project Tasks 1
The following tasks may be completed as a workplace project based on your own
organisation and job role, or as a simulated workplace project based on a fictitious
organisation, or an organisation you are familiar with.
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 to 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 a number of ways this can be
accomplished but they are all based on communication techniques. By ensuring 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 paraphrasing
Part A- Assess customer needs
Develop a questionnaire (minimum of 10 questions) which you could use to gather
information from customers on their service needs and areas in customer service that may
be improved. Customers should remain anonymous.
Customer needs may relate to:
 Accuracy of information
 Advice or general information
 Complaints
 Fairness/politeness
 Further information
 Making an appointment
 Prices/value
 Purchasing organisation's products and services
 Returning organisation's products and services
 Specific information.
Ask (at least ten) customers to complete the questionnaire. If you are in a simulated
environment, you may use fellow students, family and friends to act as customers.
Customers may include:
 Corporate customers
 Individual members of the organisation
 Individual members of the public
 Internal or external
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Project Tasks 1
 Other agencies.
Analyse the feedback from the questionnaire and create a report explaining your findings
(i.e. what are the customer’s needs) and make a comment (recommendation) on areas in
customer services could be made.
Persons Questionaries
1 Question 1: Do you receive accurate information from the
company?
Answer: No
Question 2: Is there any general information you have ever obtained
from the organisation?
Answer:
Question 3: Are your complaints handled satisfactorily?
Answer:
Question 4: Have you ever experienced a rude staff member?
Answer: No
Question 5: Do you experience quality customer service from our
employees?
Answer: No
Question 6: Have you ever had an appointment, was your mission
successful?
Answer: Yes
Question 7: Are our prices fair
Answer: Yes
Question 8:would you continue using our products and services,
would you recommend them to others
Answer: Yes
Question 9: Have you ever bought a product and returned it to the
company
Answer: Yes
Question 10: Is there any further specific information you like to
know about us
Answer: Yes
Part B- Identify ways to improve customer service
Using the information from Part A, explain in a report the customer service issues and
problems you diagnosed and the appropriate options you identified to improve customer
service. You need to mention how these options meet with the organisation’s
requirements i.e. business aims, objectives, strategies and provide opportunities for
continuous improvement.
Organisational requirements may include:
 Access and equity principles and practice
 Anti-discrimination and related policy
 Confidentiality and security requirements
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Project Tasks 1
 Defined resource parameters
 Ethical standards
 Goals, objectives, plans, systems and processes
 Legal and organisational policies, copy lines and requirements
 OHS policies, procedures and programs
 Payment and delivery options
 Pricing and discount policies
 Quality and continuous improvement processes and standards
 Quality assurance and/or procedures manuals
 Replacement and refund policy and procedures
 Who is responsible for products or services?
Strategic areas for improvement may include:
 Courtesy/politeness
 Delivery times
 Merchandise characteristics
 Price offers
 Product/refund guarantees
 Product/service availability.
Executive
Summary
As always the customer is always right, this means that the
management should give a listening ear to their customers
whether they are wrong or right. If one ignores the customers’
feedback, you might not be able to achieve the organisation’s
goals.
Introduction Every organisation is guided by a code of practice, which they
must follow. This code of practice is usually guided by the
rules and regulations outlined in acts and authorities regulating
business operations.
Customer Needs  Good customer service
 Timely service and products delivery
 Price review
 Availability of services and products
Options for
Improvement
The organisation should improve on,
 Employee politeness
 Be timely with their deliveries
 Ensure all products are available when requested
Options meet with
the organisation’s
If the above options are considered and the management works
towards achieving them this will improve the organisations
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Project Tasks 1
requirements service delivery, hence they will be able to offer services,
which are satisfactory to their customers.
Recommendations I would recommend that the organisation to ensure they have
the best customer service and that their employees are trained
on how to treat their customers.
Conclusions The organisation should put their customer needs into
consideration and make sure that they are met; they should
give their customers a priority in all the aspect and the
decisions they make.
References Adelstein, J., & Clegg, S. (2016). Code of ethics: A stratified
vehicle for compliance. Journal of Business
Ethics, 138(1), 53-66.
Picciotto, S., & Mayne, R. (Eds.). (2016). Regulating
international business: beyond liberalization. Springer.
Part C- Provide advice on improving customer service
Step 1- Develop a PowerPoint presentation to present your findings from Parts A and B
on service needs of customers and ways to make improvements. The number of slides
should not be more than 12. The presentation will be shown to management, staff and
other interested parties to promote strategies to improve customer service.
Arrange with management, staff and other interested parties to attend the presentation on
customers’ service needs and strategies to improve customer service. If you are in a
simulated workplace environment, you may ask your fellow students to represent the
invited individuals and groups.
Individuals and groups may include:
 Colleagues
 Committee
 Customers
 External organisation
 Line management
 Supervisor.
 Design a presentation feedback form (of at least 5 questions) to gather comments from
your audience on customer service needs and your proposed improvements. Provide a
copy of the feedback form to your assessor.
 Gather and analyse the presentation audience feedback on customer service needs and
your proposed improvements. Explain your findings in a report i.e. did the audience
agree, disagree, support your findings and ideas, reflect concern to change, etc.
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Project Tasks 2
1. As a manager you need to provide templates of letters for staff to use as examples
of the standards and requirements of business letters when responding to
customers’ difficulties and complaints. Following the organisation’s procedures
and using templates when resolving customer difficulties and complaints
encourages prompt action and ensures a standard approach in quality customer
service. Customer complaints may be received as a letter, email, phone call or
orally from the customer. The letter templates should display the content,
structure, layout and format of two types of customer service letters- formal and
informal.
Procedures to resolve customer difficulties may include:
 External agencies (e.g. Ombudsman)
 Item replacement
 Referrals to supervisor
 Refund of monies
 Review of products or services
 Using conflict management techniques.
Customer complaints may include:
 Administrative errors such as incorrect invoices or prices
 Customer satisfaction with service quality
 Damaged goods or goods not delivered
 Delivery errors
 Products not delivered on time
 Service errors
 Specific e-business problems and issues:
o Difficulty accessing services
o Inactive links
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You are required to provide your assessor with the following document/s:
 Part A- A questionnaire on customer service needs and analysis report with recommendations
 Part B- A report on diagnosed customer service problems and options to improve customer service.
 Part C- A PowerPoint presentation (printed 6 slides to a page), presentation feedback form and report on
audience reaction to customer service needs and your proposed improvements

Project Tasks 2
o Not appreciating differing hardware and software
o Services not available
o Supply errors such as incorrect product delivered
o Time taken to access services
o Unfriendly website design
o Website faults
 Warehouse or store room errors such as incorrect product delivered
Develop examples of two template customer service letters- an informal and formal
letter acknowledging the complaint, advising the customer the actions that will be
taken in order to satisfy their needs, and that the organisation will look forward to
satisfying their needs in the future. You should ensure the templates are readable,
appropriate and mechanically sound as well as display:
 In the formal letter- seven standard parts of a business letter
 In the formal and informal letter- use of the AIDA formula (attention, interest,
desire, action)
You are required to provide your assessor with the following document/s:
 Two customer service letter templates when responding to customers’ complaints-
formal and informal letters.
Has the candidate met the following criteria for Task 2:
The candidate should provide two sample customer service letters- an informal letter and a
formal letter acknowledging the complaint, advising the customer the actions that will be
taken in order to satisfy their needs, and that the organisation will look forward to
satisfying their needs in the future. The letters should display the content, structure, layout
and format to meet the standards and requirements of the business. The letters should be:
 Easily understood by the reader
 Appropriate for the audience
 Mechanically sound (grammar, spelling, paragraph and sentence structure)
 Displaying the seven standard parts of a business letter -in the formal letter and some of
the parts in the informal letter
 Using the AIDA formula (attention, interest, desire, action)
Formal Letter (Seven points)
XYZ Stationary King
56 Queensland
March 27, 2019
The General Manager
ABC limited
116 Queensland
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Has the candidate met the following criteria for Task 2:
Dear Sir,
Sub.: Reply to the complaint against Order No. P/38-405P-2150
This is with reference to your Order No. P/38-405P-2150, which you placed with our
company on March 15th 2019
We sincerely apologize to you for the inconvenience caused. Right now, we are facing
problems with supply from the manufacturer’s end. In addition, we are flooded with a
large number of orders.
We are taking steps concerning your complaint and we ensure that we will replace the
order latest by April 15th 2019 also a similar problem does not occur in future again. We
would appreciate your support on this matter.
Thanking You.
Yours Truly
QPR
Manager
Informal Letter (AIDA)
Dear Ms. Rose
I hope this find you well. I am sorry about Order No. P/38-405P-2150, which you placed
with our company on March 15th 2019. I am talking with my team about exploring this
issue more now. I just want to let you know that your issue is important to us, and we
will get back to you ASAP with proper insight and solutions. We would appreciate your
support on this matter.
Thanks for your patience,
Kind regards
Mr. Steven
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Project Tasks 2
In Task 1 you identified strategies and opportunities to improve customer service and meet
the needs of customers. You presented and promoted these ideas to the appropriate
organisational individuals and groups. It is now appropriate to organise the implementation of
those strategies.
Part A-Before implementation you will need to plan the implementation schedule and
identify the, who, what, when and how. Select one customer service objective and in a report
(a table may be used) identify:
 The customer service objective i.e. what is the customer service goal?
 The customer service strategy that is to be implemented i.e. what steps are required to
achieve the goal?
 The activities/tasks involved in the implementation i.e. A list of the activities/tasks that
need to be undertaken
 The staff required i.e. all staff, specific departmental staff (marketing, sales, etc), new
casual employees, etc.
 Budget i.e. financial resources required (costs to cover telemarketing phone calls,
printing, advertising, newsletters, etc). Total estimated costs.
 Other physical resources or supplies i.e. display stands, promotional boards, customer
database, etc.
 A schedule of timeframes for the activities/tasks i.e. Gantt chart
 What resource and activity approvals need to be arranged and with whom i.e. job
role/position to be identified, (names are not required). If you are the responsible person
and no further approvals are required, then this should be indicated in your report.
Part B- Before implementing your plan you need gain the necessary approvals and consult
with management and staff to gather their comments and commitment to achieve improved
levels of customer service. After you have received approval and management commitment,
arrange a meeting with your staff to discuss the customer service improvement plans and gain
their agreement on the plan and overall customer service objectives. If you are in a simulated
environment, use your fellow students to act as staff. The meeting minutes are to be provided
to your assessor. The minutes should demonstrate:
 Discussion by staff to demonstrate commitment to achieving the customer service goals
i.e. support implementation activities
 Discussion and agreement by individuals or small groups on activities/tasks, timeframes
and physical and budget resources required
 Discussion and confirmation as to what, when and how resources will be provided to
individuals/groups to enable them to complete the activities/tasks
Meeting Minutes - Consultation
Date March 23rd 2019
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Project Tasks 2
Time 1500hrs
Please Bring/ Read Minutes of previous meeting
Quality record file
Teleconference Details N/A
Skype Id N/A
Attendees General manager
Human resource manager
Finance manager
ICT manager
Record keeping team leader
Member 1
Member 2
Member 3
Member 4
Member 5
Apology Accountant
Member 6
Member 7
Purpose Evaluation of the previous audit regarding customer service
Venue Company’s board room
Items Time Agenda Items Presenter
1 1515-1545hrs reactions from previous
meeting
Members who were allocated
to carry out tasks from the
previous meeting
2 1550-1620hrs Results of internal audits –
Trends, audit schedules
General manager
3 1625-1700hrs Recommendations for
improvement
Record keeper team leader
4 1700-1715hrs AOB
Agenda Item 1: reactions from previous meeting
Time: 30 minutes Presenter: members who had task
Discussions: During the last meeting, member 1 was given a role to research on how other
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Project Tasks 2
organisations handle their customer service. She gave her feedback and said that in the most
organisation she went most of them were similar to the organisation’s way of doing things
the only thing she realized was that those companies hold regular meetings to attend to any
issuing arising from their customer service.
Conclusion: the members were contented with her feedback. The manager commented that
the point was noted.
Action Items:
No further actions to be taken
Responsible Person:
Deadline:
Agenda Item 2: Results of internal audits – Trends, audit schedules
Time: 30 minutes Presenter: general manager
Discussions: the manager tabled the results of the previous internal audit, members were
given room to comment on what the observation were made regarding the customer service
trends of the organisation. Different views were given member 4 proposed that members
should be given some time to go through the audit questions and come up with answers.
Conclusion: The audit questions raised needed time to be answered, and all the members
will take part in answering the questions.
Action Items:
Review the report and answer the audit
questions
Responsible Person: All members
Deadline: 30th April 2019
Agenda Item 3: Recommendations for improvement
Time: 30 minutes Presenter: Record keeper
Discussions: There is need for the company to enhance on the record management system,
the record keeper team leaders said they are experiencing many problems tracing some
necessary information. They recommended that the organisation should have an electronic
data management system to make their work easier.
Conclusion: The general manager said that he had also noted the same problem they
promised to look into it and gave the ICT manager a task to plan for the implementation.
Action Items: Electronic data
management system
Responsible Person: ICT Manager
Deadline: December, 2019
Agenda Item 4: AOB
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Project Tasks 2
Time: 15 minutes Presenter:
Discussions: members presented discussed on the issue of employee training to ensure that
there is an improvement on the customer service.
Conclusion: The management agreed on undertake the training though they requested
some time to give their feedback.
Action Items: impact it will have on the
employees
Responsible Person: Human resource
manager
Deadline: June 2019
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You are required to provide your assessor with the following document/s:
 Two customer service letter templates when responding to customers’ complaints- formal and
informal letters
 Part A- A report on the implementation of one customer service strategy
 Part B- Minutes of the consultative meeting to implement customer service improvements

ASSESSMENT 3: PROJECT
INSTRUCTIONS TO LEARNER
This activity is related to the unit of competency BSBCUS401 Coordinate implementation
of customer service strategies. In particular, you will be required to demonstrate your skills
and knowledge in relation to this unit of competency.
You may refer to your training materials and other research if required. The activity may be
completed in the workplace or a simulated workplace.
Your assessor will use a checklist to record the assessment decision.
Overview Below are a number of practical tasks to be completed over a period of time in a
real or simulated workplace where you will perform the duties of a manager. The times for
completion of the tasks are to be negotiated between yourself and the assessor. The tasks will
reflect your ability to:
Project: Monitoring, evaluating and reporting on customer service.
Your assessor will provide you with instructions and complete a checklist on which they
will record your satisfactory performance of workplace tasks.
The Project Tasks table below identifies the documents that you are required to prepare
and submit in your evidence portfolio. They may be presented in printed format in a
folder or as an electronic copy.
Ensure both your name and student number is clearly displayed.
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Project Tasks
The following tasks may be completed as a workplace project based on your own
organisation and job role, or as a simulated workplace project based on a fictitious
organisation, or an organisation you are familiar with.
Business strategies and standards are continually monitored and evaluated with the aim
of identifying areas for improvement. Continual improvement in customer service
requires the customer service systems and processes to be regularly and systematically
monitored and evaluated.
In Assessment 2 Task 1 you developed a questionnaire to gather feedback on customer
service needs and areas for improvement. Now you need to re-evaluate the customer
service being provided by the business since the changes in customer service were
implemented (refer Assessment 2 Task 2).
Part A- Using the reports from Parts A and B in Assessment 2 Task 1, identify 5-8 key
performance indicators (KPIs) that you could use in monitoring and evaluating the
current level of client satisfaction with customer service. The KPIs need to relate to the
business aims, objectives, and/or strategies.
Develop a client satisfaction survey checklist using the following headings:
 KPI statement (list the KPIs under this heading)
 Satisfied (checkbox or tick)
 Not satisfied (checkbox or tick)
 Comments/further improvements
KPI Satisfied Not
Satisfied
Comments
Overall Satisfaction
Employee Retention/ engagement The organisation
need to improve
on this
First Response Time
Net Promoter Score
Customer Retention
Cash Flow
Part B- Using the checklist from Part A, conduct a survey with your customers to review
client satisfaction on the level of customer service currently being delivered.
Step 1- The survey may be conducted using the internet, email, telephone, or face-to-
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face. You will need to gather a minimum of ten customer responses. If you are in a
simulated environment, you may use fellow students, family and friends to act as
customers.
Customers may include:
 Corporate customers
 Individual members of the organisation
 Individual members of the public
 Internal or external
 Other agencies.
Name:
Date:
Customer Survey Form
Criteria 3 2 1 Comments
Customer satisfaction From the report we can tell that the
customers are satisfied
Available budget There is available budget to undertake
all the necessary changes and actions
required in customer service
Customer complaints Customer complaints are handled in a
customer friendly manner hence they
are satisfied.
Step 2- Analyse the feedback from the survey and create a client satisfaction feedback
report explaining your findings i.e. were the KPIs met? Has the level of client
satisfaction with customer service improved? If not, why? Are further improvements
needed?
In your report you will need to:
 Refer to evidence gathered from the survey.
 Make a comment on the areas in customer service that have been improved and also
where further improvements could be made.
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 Provide advice and make a recommendation on the future direction of client service
strategies for the business. Future directions should relate to the overall aims and
objectives of the business.
Executive
Summary
It is the role of the management to ensure that their
organisation offers good customer service so that their
customers can be satisfied. It is only through customer
satisfaction that an organisation is able to retain its customers.
Introduction Customer satisfaction is necessary in every organisation
because it helps improve the ability of customer retention.
When the customers are satisfied with the organisation they
will gladly refer their friends and families to try to use the
same company’s products and services.
Evidence
gathered from
the Survey
From the feedback obtained, most customers were satisfied
with the quality of the customer service provided by the
organisation. The services and products also met the
customers’ needs.
Improvement There are some areas where the organisation to improve on,
the major one which was noted by the customers is that, the
organisation is not able to retain their employees and
employee engagement is limited. The organisation needs to
come up with ways, which will help them retain their
employees because this improves the customers trust.
Recommendatio
n
I would recommend that the organisation introduce ways to
motivate their clients. For instance, they can have regular
training, rewarding on merits and appreciation. This is because
a motivated employee performs very well.
Conclusions A satisfied customer acts as an ambassador for an
organisations products and services. This is because they are
happy with the organisation so they are willing to introduce
others to the same organisation. Every organisation should
always ensure that their customers’ needs are met
satisfactorily.
References Jiang, H., & Zhang, Y. (2016). An investigation of service
quality, customer satisfaction and loyalty in China's
airline market. Journal of air transport
management, 57, 80-88.
Penn, I. A., & Pennix, G. B. (2017). Records management
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Project Tasks
handbook. Routledge.
Part C- The client satisfaction feedback information needs to be passed onto the
manager and staff. Arrange a meeting with the manager, staff and any other interested
parties to discuss your findings from the client satisfaction survey. If you are in a
simulated environment, use your fellow students to act as the manager, staff and any
other interested individual/group. The meeting minutes are to be provided to your
assessor. The minutes should demonstrate:
 Discussion by the manager and staff to demonstrate acknowledgement of client
satisfaction successes and commitment to take steps to make improvements where
required to maintain customer service standards
 Discussion and agreement by individuals or small groups on activities/tasks to be
undertaken to improve customer service standards
 Individuals and groups may include:
 Colleagues
 Committee
 Customers
 External organisation
 Line management
 Supervisor.
Part D- To be successful in quality customer service, records need to be maintained so
as to make past and future comparisons and identify areas that may cause future issues
and problems. In a report explain the role and purpose of maintaining systems, records
and reporting procedures to ensure continuous improvement in levels of customer
service.
Executive
Summary
Records are essential part of the organisation since they hold
all the necessary information regarding the organisation;
therefore, it is necessary that they be properly kept. A well-
organised record keeping system helps a firm ensure smooth
running of the activity because any information needed can be
produced any time.
Introduction Records keeping is essential in every organisation, it is
important that a company ensure that it has proper record
keeping system. A proper recording keeping system ensures
that the management is able to observe the organisations
trends both current and past.
Roles and
purpose of
maintaining
systems
Among the reasons why an organisation should maintain a
proper record keeping system are, the record will help
them
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 plan and work more efficiently
 meet legal and tax requirements
 measure profit and performance
 generate meaningful reports
 protect your rights
 manage potential risks
Records and
Report
procedures
Record keeping is among the requirement in business
operation by the bodies regulating their operations. Record
keeping and reporting has a connection because if no records
are maintained it is not possible to produce reports. Therefore,
these two procedures should be maintained and followed in
the organisation.
Recommendatio
n
I would recommend that the organisation ensure that all the
documents are kept safe for future use. Further, I would also
recommend them to use electronic record keeping methods
since they save on time and space.
Conclusions Record keeping is important and therefore every organisation
should ensure that they maintain proper records as required by
the law. With a proper record maintaining system an
organisation is able to produce any record when require this
will also help them improve on their customer service.
References Penn, I. A., & Pennix, G. B. (2017). Records management
handbook. Routledge. (Pp 8-20)
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You are required to provide your assessor with the following document/s:
 Part A- A client satisfaction survey checklist
 Part B- A report on the client satisfaction survey
 Part C- Minutes of a meeting with the manager and staff to discuss the client satisfaction survey
findings
 Part D- A report on the role and purpose of maintaining systems, records and reporting
procedures on customer service

References
Adelstein, J., & Clegg, S. (2016). Code of ethics: A stratified vehicle for compliance. Journal
of Business Ethics, 138(1), 53-66.
Jiang, H., & Zhang, Y. (2016). An investigation of service quality, customer satisfaction and
loyalty in China's airline market. Journal of air transport management, 57, 80-88.
Penn, I. A., & Pennix, G. B. (2017). Records management handbook. Routledge. (Pp 8-20)
Picciotto, S., & Mayne, R. (Eds.). (2016). Regulating international business: beyond
liberalization. Springer.(pp. 12-19).
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