BSB40215 Certificate IV in Business PowerPoint Presentation 2022

Business College at International House
RTO Code: 91109 CRICOS 02623G
Level 1, 203 Clarence St, Sydney NSW 2000 | Floor 1, 237 Oxford St, Bondi Junction NSW 2022
3 Searcy St, Darwin NT 0800 | Level 6, 601 Bourke St, Melbourne VIC 3000
[e-mail]| www.ihBC.edu.au
BSB40215 Certificate
IV in Business
BSB42415 Certificate
IV in Marketing and
Communication
BSBCUS401
Coordinate implementation of
customer service strategies
Task 2

Candidate Declaration
Candidate name:
Trainer’s name:
Date:
Assessment
declaration:
I declare that no part of this assessment has been copied from
another person’s work, except where clearly noted on
documents or work submitted.
I declare that no part of this assessment has been written for
me by another person. I understand that plagiarism is a serious
offence that may lead to disciplinary action.
Candidate
signature:
Your trainer and assessor will be grading your work and provide you with
constructive feedback on Canvas.
Business College at International House
RTO Code: 91109 CRICOS 02623G
Level 1, 203 Clarence St, Sydney NSW 2000 | Floor 1, 237 Oxford St, Bondi Junction NSW 2022
3 Searcy St, Darwin NT 0800 | Level 6, 601 Bourke St, Melbourne VIC 3000
[e-mail]| www.ihBC.edu.au

Task 2 – Performance and Skills Assessment
GENERAL INSTRUCTIONS
The purpose of this assessment task is for you to demonstrate your ability to
assess customer needs, diagnose service delivery problems, develop options to
improve customer service, and follow complaints procedures.
Read the CoffeeVille workplace scenario which is provided in the Appendicesat
the conclusion of your assessment tasks. These appencides include polices,
procedures, budgets and surveys, which all persons working for CoffeeVille must
read and understand. You will need to familiarise youreslf with these documents
for this assessment.
SECTION 1: CLARIFY CUSTOMER NEEDS AND DIAGNOSE SERVICE
PROBLEMS
In this section you need to gather information required to assess a customer
complaint, diagnose underlying problems that led to the complaint, and
determine what procedures must be followed to resolve the customer’s problem.
Before answering the questions under this section, you will need to the
appendices, as well as read through the information provided below.
Online ordering service for wholesale coffee
Study the CoffeeVille products and prices online at http://bsbitu305.ibsa.org.au
Note:This website has been developed for training purposes only and does not
provide an actual ordering service. Although you must go through the initial
registration process to view available products, you are not required to provide
your actual contact details. If you have problems using this website, try accessing
the website in a different browser, such as Google Chrome or Internet Explorer.
Background information on customer complaint
You are a sales and customer service representative in the CoffeeVille East team.
Your key role is to manage sales, enquiries and complaints from wholesale
customers.
The website provides coffee that are available from approved coffee
suppliers,that have a signed agreement with CoffeeVille. However, because of
temporary supply problems from these approved suppliers, your website only has
low grade coffee for sale at the moment.
Business College at International House
RTO Code: 91109 CRICOS 02623G
Level 1, 203 Clarence St, Sydney NSW 2000 | Floor 1, 237 Oxford St, Bondi Junction NSW 2022
3 Searcy St, Darwin NT 0800 | Level 6, 601 Bourke St, Melbourne VIC 3000
[e-mail]| www.ihBC.edu.au

Orders for gourmet coffee can only be made over the phone with a representative
like yourself, who notes down the customer’s order and details and forwards that
information to the appropriate personnel. They are then responsible forobtaining
this stock from alternative suppliers and delivering it to the client.
The cost of gourmet coffee is $10.00 for a 2kg bag. The delivery time for all
CoffeeVille orders via the website is guaranteed within one week of the order
being placed.
A regular business customer, Pat Burns, has called you by phone. Pat has been a
customer of CoffeeVille since the business opened. She is upset due to the fact
that over the last few weeks, her delivery times are averaging two weeks as
opposed to the guaranteed one week.
Pat is also receiving complaints from her customers regarding the quality of the
coffee she had received lately. She recently ordered $1,500 worth of gourmet
coffee, but the taste and flavour indicated that it came from low grade coffee
beans. She would also like to know if there had been a change in the type of
coffee beans being supplied to them.
As Pat is a long-term customer, you decided to personally meet with her to
discuss this complaint. In preparing for your meeting with the client, ensure that
you address all of the following points.
a) Considering company policy, provide a sequence of steps that you will follow
to effectively deal with this complaint (100 words).
Step 1. Pat Burns should submit a detailed compliant in the form of an email
mentioning the issues she is facing owing to the delivery of inferior quality coffee
beans and delayed delivery. For example, she is facing escalations from her own
customers owing to poor quality coffee. She should also attach copies of the
invoices generated by CoffeeVille to process her orders with the email.
Step 2. The management of CoffeeVille after receiving the email should conduct
an investigation to track the actual stock of coffee beans delivered to Pat and its
quality of the stock.
Step 3. If the investigation reveals that the quality of the coffee delivered to Pat
was actually inferior compared to the actual quality expected, the management of
the company should compensate Pat.
b) Considering company policy, list the types of communication techniques you
will apply to effectively engage with the customer and to gain a better
understanding of the customer’s needs?
The communication techniques which should be adopted to engage customers
effectively to gain information about their needs would consist of customer
surveys, analysis of the sales reports for a particular period like a month in
comparison to previous months and feedback of customers on social media
Business College at International House
RTO Code: 91109 CRICOS 02623G
Level 1, 203 Clarence St, Sydney NSW 2000 | Floor 1, 237 Oxford St, Bondi Junction NSW 2022
3 Searcy St, Darwin NT 0800 | Level 6, 601 Bourke St, Melbourne VIC 3000
[e-mail]| www.ihBC.edu.au

platforms. For example, the companies can analyse the sales turnover in month
of March in comparison to January and February. An increase in sales would mean
that the companies are being able to deliver products as per customers’ needs. A
rise in sales returns and escalation from customers in percentage of the sales
turnover would show that the companies are not being able to deliver products as
per the needs and expectations of customers (Porter and Kramer 2019).
c) Based on the information provided, identify two underlying customer needs
that were not met as a result of the failed service delivery? Explain your
answer (30 words).
The two needs of Pat Burns which were not met owing to delayed delivery of
goods were the need to deliver quality coffee beans and need to deliver the
coffee beans on time (coffee beans were delivered in two weeks instead of the
‘guaranteed one week’.
d) Identify the underlying causes for the poor product quality and service
delivery (30 words).
The cause which could be held responsible for the delivery of inferior quality
coffee beans and delayed delivery to Pat Burns could be that the goods were not
quality tested at CoffeeVille prior to deliver to customers. Moreover, the
managers did not lay emphasis on delivering products to customers as per
customer deadlines (McMurrian and Matulich 2016).
e) What type of solutions can you provide to the client to compensate her for
the poor product and service provided?
The management of CoffeeVille could solve the customer complaint lodged by Pat
Burns regarding product quality issue and deadline issue by compensating the
latter. The management should hold meeting with Pat Burns to discuss possible
compensation package. The package could consist of delivery of cash to make
good the loss suffered by Peter Burns, compensatory delivery of coffee beans of
the quality mentioned in the invoice generated while delivering the inferior
quality coffee beans or a combination of the both based on a contract entered
into by both the parties.
f) If the event that your delegation limit will be reached when dealing with this
complaint, what steps will you have to follow to ensure that there is adequate
budget to assist the client (100 words).Note: You will need to make reference
to relevant company policies and procedures.
The concerned sales and customer service representative at CoffeeVille should
intimate the reporting manager about the fact costs which would be incurred to
compensate Pat Burns would surpass the allowed delegation limit in writing by
drawing references from relevant policies in practice at the company. The second
step would be that the sales and customer services representative should
intimate Pat Burns in writing and over the telephone that processing the
Business College at International House
RTO Code: 91109 CRICOS 02623G
Level 1, 203 Clarence St, Sydney NSW 2000 | Floor 1, 237 Oxford St, Bondi Junction NSW 2022
3 Searcy St, Darwin NT 0800 | Level 6, 601 Bourke St, Melbourne VIC 3000
[e-mail]| www.ihBC.edu.au

compensation would take some time and obtain feedback, if any. The third step
would be that the customer and sales representative should communicate the
feedback of Pat Burns to the reporting manager and assist him to process the
compensation.
SECTION 2:SUPPORT IMPLEMENTATION OF CUSTOMER SERVICE
STRATEGIES
a) After meeting with PatBurns in person, you need to follow organisational
procedures and respond to her in writing. Draft a professionally written email
to Pat (100 words) addressing the following points:
 apologise again for the inconvenience caused.
 confirm the resolutions you have agreed upon
 confirm the next steps for resolving the situation
 make sure to copy appropriate Coffeeville personnel into the email
 provide an appropriate heading for the email.
Send To: Official email id of Pat Burns as per the records of CoffeeVille
CC: Official id of the manager, official ids of the accounts manager and
other managers as per the policies of CoffeeVille
Subject: Apology for the inconvenience caused owing to faulty product and
service delivery
Dear Ms Burns,
This is in reference to the product quality issues and delivery deadline
issues pertaining to deliveries processed through invoices numbered.....
(invoice numbers) received from your end via complaint lodged on .....
(date of the compliant email received from Pat Burns). We, here at
CoffeeVille express our earnest apology again for the inconvenience
caused. This is to confirm that the resolution agreed upon between
CoffeeVille and Pat Burns at the meeting dated .... would be proceeded to
the next step by entering into a compensatory contract between the two
parties so that the matter could resolved amicably.
Regards,
b) After emailing the client, send an email to the appropriate personnel within
CoffeeVille to action any agreed resolutions (100 words). In your email:
 explain your reasoning for the action
Business College at International House
RTO Code: 91109 CRICOS 02623G
Level 1, 203 Clarence St, Sydney NSW 2000 | Floor 1, 237 Oxford St, Bondi Junction NSW 2022
3 Searcy St, Darwin NT 0800 | Level 6, 601 Bourke St, Melbourne VIC 3000
[e-mail]| www.ihBC.edu.au