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BSBCUS501: Monitor and Improve Customer Service

   

Added on  2020-05-16

11 Pages2393 Words72 Views
GURDEEP SINGH SEKHON (12009291) ASSESMENT 3ASSESSMENT FEEDBACK COVER SHEETSTUDENT NAME GURDEEP SINGH SEKHONSTUDENT ID 12009291UNIT CODE AND NAME BSBCUS501 – Monitor and improve customer serviceASSESSMENTSSATISFACTORY NOT SATISFACTORY1. Assessment 12.Assessment 23.Assessment 3NOT SATISFACTORY4.Assessment 4FEEDBACK 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 youDocument Name: BSBCUS501_Assessment Task 3_Monitor and Improve Customer ServiceRTO : 51973CRICOS Code : 03047ELocation:NovaCore CMS\DMS\Academic Drive\Faculty\Business / Management \BSB15\BSB50215 & BSB51915 Common UOC's\BSBCUS501 - Manage qualitycustomer service\Assessments\Version:1.2Approved on:17-01-2017Review Date:17-01-2018Page 1 of 11

GURDEEP SINGH SEKHON (12009291) ASSESMENT 3TRAINER SIGNATUREDATE21/01/2018Document Name: BSBCUS501_Assessment Task 3_Monitor and Improve Customer ServiceRTO : 51973CRICOS Code : 03047ELocation:NovaCore CMS\DMS\Academic Drive\Faculty\Business / Management \BSB15\BSB50215 & BSB51915 Common UOC's\BSBCUS501 - Manage qualitycustomer service\Assessments\Version:1.2Approved on:17-01-2017Review Date:17-01-2018Page 2 of 11

GURDEEP SINGH SEKHON (12009291) ASSESMENT 3Monitor and improve customer serviceSubmission detailsCandidate’s nameGURDEEP SINGH SEKHONPhone no.469378869Assessor’s nameJASLEEN BAJWAPhone no.Assessment siteAssessment date/sTime/sThe 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 objectiveThe candidate will demonstrate the ability to monitor, adjust and review customer service.Assessment descriptionYou 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.Procedure1.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 developedto measure the performance of the customer service team. They would also like to monitor customer satisfaction levels and then recommend any changes required to improve the delivery of customer service at Innovative Widgets.Document Name: BSBCUS501_Assessment Task 3_Monitor and Improve Customer ServiceRTO : 51973CRICOS Code : 03047ELocation:NovaCore CMS\DMS\Academic Drive\Faculty\Business / Management \BSB15\BSB50215 & BSB51915 Common UOC's\BSBCUS501 - Manage qualitycustomer service\Assessments\Version:1.2Approved on:17-01-2017Review Date:17-01-2018Page 3 of 11

GURDEEP SINGH SEKHON (12009291) ASSESMENT 32.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 timeFor 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 proceduresIt 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 needsThere 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 ServiceRTO : 51973CRICOS Code : 03047ELocation:NovaCore CMS\DMS\Academic Drive\Faculty\Business / Management \BSB15\BSB50215 & BSB51915 Common UOC's\BSBCUS501 - Manage qualitycustomer service\Assessments\Version:1.2Approved on:17-01-2017Review Date:17-01-2018Page 4 of 11

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