Improving Customer Service at Innovative Widgets

This assignment focuses on enhancing customer service at Innovative Widgets. Students must create a set of Key Performance Indicators (KPIs) for the customer service team, outlining a plan to monitor their performance. A customer feedback questionnaire is required to gather insights and perspectives from customers. Finally, a comprehensive report with recommendations for improving overall customer service based on analysis of KPIs and customer feedback is expected.

GURDEEP SINGH SEKHON (12009291) ASSESMENT 3
ASSESSMENT FEEDBACK COVER SHEET
STUDENT
NAME GURDEEP SINGH SEKHON STUDEN
T ID 12009291
UNIT
CODE AND
NAME BSBCUS501 – Monitor and improve customer service
ASSESSMENTS SATISFACTOR
Y
NOT
SATISFACTORY
1. Assessment 1
2.Assessment 2
3.Assessment 3 NOT
SATISFACTORY
4.Assessment 4
FEEDBACK TO STUDENT
Please go through the feedback given in the assessment and make necessary changes to it.
Dear Gurdeep,
You need to develop KPI’s for all the areas identified in the assessment and then create
monitoring strategy for the same. Also the report is not correct. The guidelines or the areas
are already given in the assessment paper. Please go through it thoroughly and make
necessary changes to your assessments.
Thank you
Document Name: BSBCUS501_Assessment Task 3_Monitor and Improve Customer
Service RTO : 51973 CRICOS Code : 03047E
Location:NovaCore CMS\DMS\Academic Drive\Faculty\Business / Management \BSB15\BSB50215 & BSB51915 Common UOC's\BSBCUS501 - Manage quality
customer service\Assessments\
Version:1.2 Approved on:17-01-2017 Review Date:17-01-2018 Page 1 of 11

GURDEEP SINGH SEKHON (12009291) ASSESMENT 3
TRAINER
SIGNATURE DATE
21/01/2018
Document Name: BSBCUS501_Assessment Task 3_Monitor and Improve Customer
Service RTO : 51973 CRICOS Code : 03047E
Location:NovaCore CMS\DMS\Academic Drive\Faculty\Business / Management \BSB15\BSB50215 & BSB51915 Common UOC's\BSBCUS501 - Manage quality
customer service\Assessments\
Version:1.2 Approved on:17-01-2017 Review Date:17-01-2018 Page 2 of 11

GURDEEP SINGH SEKHON (12009291) ASSESMENT 3
Monitor and improve customer service
Submission details
Candidate’s name GURDEEP SINGH
SEKHON Phone no. 469378869
Assessor’s name JASLEEN BAJWA 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 monitor, adjust and review customer service.
Assessment description
You will develop strategies to monitor progress and obtain customer feedback. You will use
performance information and customer feedback provided by your assessor to review
customer service strategies and produce a report with recommendations for improvement.
Procedure
1. Read the following scenario:
The board at Innovative Widgets is pleased with the control you have taken to
address some of the customer service problems that had arisen. Mary is performing
better at her job and feeling more confident in her role. Yore Mine continues to
purchase their widgets from Innovative Widgets.
At this stage, the board would like you to take some steps to improve organisation-
wide delivery of customer service. They would like some specific targets developed
to measure the performance of the customer service team. They would also like to
monitor customer satisfaction levels and then recommend any changes required to
Document Name: BSBCUS501_Assessment Task 3_Monitor and Improve Customer
Service RTO : 51973 CRICOS Code : 03047E
Location:NovaCore CMS\DMS\Academic Drive\Faculty\Business / Management \BSB15\BSB50215 & BSB51915 Common UOC's\BSBCUS501 - Manage quality
customer service\Assessments\
Version:1.2 Approved on:17-01-2017 Review Date:17-01-2018 Page 3 of 11

GURDEEP SINGH SEKHON (12009291) ASSESMENT 3
improve the delivery of customer service at Innovative Widgets.
2. Develop a set of KPIs for Innovative Widgets customer service representatives. KPIs
should address the areas of customer and business requirements identified below:
a. call/enquiry/complaint handling time
For calls:
Call time: All customers’ telephone calls must be answered within 5 rings.
Holding time: It is mandatory to answer 20phone calls in an hour.
Resolving time: The time required for resolving the issue should be minimum.
For Enquiry:
It includes how much time an employee takes to understand and answer the enquiry of
customer. It also includes the measurement of repeating same enquiries again and again. And
how much time an employee take to refer the issue to another agent of the customer care if
employee is not sure about resolving the issue of the customer. And must be completed all
enquiries in minimum 2 hours.
For Complaint Handling Time:
It includes the time that employee spent with customers to resolve their issues. How long
employee talked with customers refers to talk time, Includes number of issues that was
transferred to another employee of customer care.
Following organisational procedures
It includes how many times policies and procedures are informed to employees, how many
times employees not understand the policies etc. It also includes what type of policies and
procedures are described to employees for repeated number of times.
Identifying customer issues and opportunities to increase customer satisfaction or meet
customer needs
There are several ways to identify the customer issues and opportunities to increase customer
satisfaction for example by taking feedbacks and surveys or sending e-mails to all the
customers which include a request that they can tell their views and issues as their names are
not visible to the company’s mailbox, by this customer can give best feedbacks on the issues
and products.
Document Name: BSBCUS501_Assessment Task 3_Monitor and Improve Customer
Service RTO : 51973 CRICOS Code : 03047E
Location:NovaCore CMS\DMS\Academic Drive\Faculty\Business / Management \BSB15\BSB50215 & BSB51915 Common UOC's\BSBCUS501 - Manage quality
customer service\Assessments\
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GURDEEP SINGH SEKHON (12009291) ASSESMENT 3
Assisting team members to improve customer service
Assisting can only be done by weekly or monthly workshops and training
sessions to all the employees of the company by which they can resolve the
problem of customers easily and quick. By doing this sales and profit will
increase and company will be on the top of marketing and supplier market.
Assisting other internal customers of customer service team
It includes NPS by which company can ask from the customers how much they
recommend the company to their friends and relatives.
Customer Retention
Rate of retention: It is the rate of customers who are regular customers of the company.
The company should be able to resolve the issues of the customers.
Sales:
It includes goals versus growth of sales, Conversion rate from MQL to SQL, SQL
to win the conversion rate, Target the sales of month
Ability to handle complaints:
It includes ability to handle customer’s complaints and able to satisfy the
customer y giving solution to their problems.
Ability to record and store customer information
AS privacy matters to everyone and customers are happy to give their personal
information to the company who cares for them.
Updating information: it includes information that customer changed to new one
like changing their e-mail addresses, phone numbers etc. and it is company’s duty
to update the information of the customers.
Customer satisfaction.
Productivity of Employee: It includes that employees working in the customer care must be
able to do their work effectively and have problem in dealing with customers.
Resolving issues: It includes how employees deal with customers in order to resolve their
issue effectively and patiently then customer will be happy with company’s performance.
3. Develop a plan or procedure for monitoring team members’ performance against KPIs.
Issues Monitor KPIs
Calls Weekly report-Feedback To answer a call with
Document Name: BSBCUS501_Assessment Task 3_Monitor and Improve Customer
Service RTO : 51973 CRICOS Code : 03047E
Location:NovaCore CMS\DMS\Academic Drive\Faculty\Business / Management \BSB15\BSB50215 & BSB51915 Common UOC's\BSBCUS501 - Manage quality
customer service\Assessments\
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GURDEEP SINGH SEKHON (12009291) ASSESMENT 3
from customers courtesy.
Customer’s problem Data of the solved and
unsolved customer’s problem
Problems must be solved
during the call.
Solution of customer’s
problems
Customers feedback report Solutions are to be provided
in a short span of time
Customer satisfaction Online feedbacks Improvements which are to
be made.
Topic Monitor Outcome
Call: call of customers with
their issue by employee of
customer service
Feedbacks taken from
customers
Improve calling experience
Detailed information of the
complaints
The employees have
records of all the
complaints or not i.e.
record keeping documents
With the reports of the
issue it will be easy to
solve customer’s problems
To give solution to their
problem
Is customer fully satisfied
by the solution given by the
employee
Able to reduce time of calls
that were on hold if they
have same issues.
Taking feedbacks from the
customers
The customers satisfaction
analysis
Improve customer’s
experience with the
company
Document Name: BSBCUS501_Assessment Task 3_Monitor and Improve Customer
Service RTO : 51973 CRICOS Code : 03047E
Location:NovaCore CMS\DMS\Academic Drive\Faculty\Business / Management \BSB15\BSB50215 & BSB51915 Common UOC's\BSBCUS501 - Manage quality
customer service\Assessments\
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GURDEEP SINGH SEKHON (12009291) ASSESMENT 3
4. Develop a questionnaire to collect customer feedback related to KPIs and/or designed
to uncover identifiable gaps between services provided (including the quality of
service) and customer expectations.
Questions Disagree Strongly
disagree
Neutral Agree Strongly
agree
Are you happy by the service
given by staff of innovative
widgets
Are they able to help you in
your problem
Did you get satisfy answer
from them
You product’s delivery Is on
time
Thank You for your precious time!!
5. Arrange to meet with your manager (assessor) to receive performance data and
feedback from customers.
Customers who are not able to reach the customer service employee and customers who
didn’t get a satisfy answers to their problems, an apology letters will be sent to the
customers in order to repent mistakes. Feedbacks will surely read and give satisfying
solution to the customers.
6. Discuss issues and possible solutions with your manager (assessor).
Issues to be discussed:
 Training sessions
 Reducing holding time of calls
 Giving answers to the feedbacks
 Delivery of products
 Look at the work of newcomers to the company
Document Name: BSBCUS501_Assessment Task 3_Monitor and Improve Customer
Service RTO : 51973 CRICOS Code : 03047E
Location:NovaCore CMS\DMS\Academic Drive\Faculty\Business / Management \BSB15\BSB50215 & BSB51915 Common UOC's\BSBCUS501 - Manage quality
customer service\Assessments\
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GURDEEP SINGH SEKHON (12009291) ASSESMENT 3
Possible Solutions:
 Training sessions must be organized once a month so that each new and old
employee are able to know more and get help from sessions and implement
that solutions while on call with customers.
 Some customers are on able talk with employee for their issue as holding time
is almost 1 hour and customers disconnect their call and are not able to get
any solution.
 Feedbacks should be available on website online so that it all the customers
able to give their views. As Paper feedbacks are just a type of garbage no one
looks at this often.
 Delivery of the products should be done within 3-5 business days because by
this waiting time of products would be minimized and if they want more of
that product then they can quickly place an order otherwise they have to wait
for 3 weeks because now delivery time is 10 – 14 business days.
 Supervisor must be sit with newcomers to look at their work as they are doing
wrong then there must be a person who can control the situation.
7. Analyse performance data and customer feedback to identify systemic customer service
issues and trends.
There are several advantages of customer feedbacks and performance data like by this
company is able to know the expectations of customers from the company. Feedbacks
shows how much satisfy customers are from the service provided by the company. By
this company comes to know about the weak points.
8. Prepare a 1–2 page report for the management at Innovative Widgets containing
recommendations for organisation-wide customer service improvement. The report
should contain:
a) As there are many recommendations, some of them includes the following:
 Customer service should be available 24/7
 Start taking feedbacks online
 Reduce the timing of delivery of the products
 Training sessions must be held monthly.
Document Name: BSBCUS501_Assessment Task 3_Monitor and Improve Customer
Service RTO : 51973 CRICOS Code : 03047E
Location:NovaCore CMS\DMS\Academic Drive\Faculty\Business / Management \BSB15\BSB50215 & BSB51915 Common UOC's\BSBCUS501 - Manage quality
customer service\Assessments\
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GURDEEP SINGH SEKHON (12009291) ASSESMENT 3
The management of Innovative Widgets is very appreciable as their main aim is
to satisfy their customers. The company plan strategies according to the
requirements of the customers. There are few recommendations which are
provided for organisation-wide customer service improvement.
If a proper customer services will be provided the customers will be satisfied.
As a result, the customers will gain trust over the company. Customer service
should be available 24/7; this will help in getting rid of the problems easily and
effectively. There will be no rush in solving the problems and in delivering the
solutions to the customers. The company can include a separate online mailbox
for all the employees which will contain the available problems. By this, the
customers will not have to talk to the employees and hence will save time. By
this policy, the customers will eventually recommend the company to their
friends and relatives to become he members of the innovative widgets. The
company will gain profits if their customers will be satisfied.
Training sessions should be held time to time so that the employees develop
their skills and get solutions to their doubts. If the employees will understand
the work more they will perform more good and eventually will be able to
answer the customers more effectively and eventually the customers
relationship and service will improve. Training sessions can also be held online
so that if the employees miss the manual sessions they can go through the online
sessions and then can consult with the managers for any sort of doubt. This will
improve the performance of the company and it will gain profit.
The timing of the delivery should not exceed 8 days so that customers get their
product on time. According to the policy of the company, the delivery time is 3
weeks and hence customers get bored waiting. If the delivery time will be less
the customers service and the relationship with the customers will improve as
they will be more satisfied. Technologies like GPS tracker can be installed in
the delivery trucks so that the provider can easily track the location of the
produced and the expected delivery time.
Feedbacks are very important to improve the performance of the company.
Therefore, online feedbacks should be taken from the customers so that they can
give their view irrespective of any pressure. By taking online feedbacks, it will
be easy for the company to resolve the issues of the customers and the
suggestions of the customers will help the company to analyse the problem and
in making changes. An online review acts as an advertisement for the company
because if people will see good reviews of the company they will trust the
company and will end up buying the products.
Document Name: BSBCUS501_Assessment Task 3_Monitor and Improve Customer
Service RTO : 51973 CRICOS Code : 03047E
Location:NovaCore CMS\DMS\Academic Drive\Faculty\Business / Management \BSB15\BSB50215 & BSB51915 Common UOC's\BSBCUS501 - Manage quality
customer service\Assessments\
Version:1.2 Approved on:17-01-2017 Review Date:17-01-2018 Page 9 of 11

GURDEEP SINGH SEKHON (12009291) ASSESMENT 3
9. Submit all documents to your assessor as per the specifications below. Ensure you keep
a copy of all work submitted for your records.
Document Name: BSBCUS501_Assessment Task 3_Monitor and Improve Customer
Service RTO : 51973 CRICOS Code : 03047E
Location:NovaCore CMS\DMS\Academic Drive\Faculty\Business / Management \BSB15\BSB50215 & BSB51915 Common UOC's\BSBCUS501 - Manage quality
customer service\Assessments\
Version:1.2 Approved on:17-01-2017 Review Date:17-01-2018 Page 10 of 11

GURDEEP SINGH SEKHON (12009291) ASSESMENT 3
Specifications
You must provide:
● aset of KPIs for customer service team members and a plan or procedure for monitoring
team members’ performance
● a questionnaire to gather customer feedback
● a report containing recommendations for improvement of customer service.
Your assessor will be looking for:
● reading skills to interpret Innovative Widgets information
● writing skills to match your style of writing to the documents’ purpose and audience
● communication skills to use listening and questioning techniques to obtain information
● work skills to:
○ collaborate with manager (assessor) to discuss customer service problems and
options
○ address complex customer service problems and use problem-solving techniques
to identify solutions
● Technology skills to prepare and present documents.
Adjustment for distance-based learners
● No adjustments required.
Document Name: BSBCUS501_Assessment Task 3_Monitor and Improve Customer
Service RTO : 51973 CRICOS Code : 03047E
Location:NovaCore CMS\DMS\Academic Drive\Faculty\Business / Management \BSB15\BSB50215 & BSB51915 Common UOC's\BSBCUS501 - Manage quality
customer service\Assessments\
Version:1.2 Approved on:17-01-2017 Review Date:17-01-2018 Page 11 of 11