Manage Organisational Customer Service Project Portfolio | Desklib

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P R O J E C T
P O R T F O L I O
BSBOPS505
MANAGE BUSINESSAL
CUSTOMER SERVICE
RTO 41111 CRICOS 03487C
Project Portfolio
BSBPS505 MANAGE ORGANISATIONAL CUSTOMER SERVICE
ON
RSION

Contents
Section 1: Establish customer service requirements....................................................................................4
Section 2: Deliver quality customer service...............................................................................................6
Section 3: Monitor and assess customer service.........................................................................................9
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Student name:
Assessor:
Date:
Businessthis assessment is
based on:
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Section 1: Establish customer service requirements
1 Provide a brief overview of the business you are basing your portfolio on.
1.1 What is the name of the business?
WORLDUCATION
1.2 What is the main focus/activities of the business?
Worlducation is a social start-up that makes tablet computers for pupils in primary school.
They have a competitive team that creates programming, information, and exercises to
further interest and teach the kids, in addition to focusing on the hardware.
1.3 Describe the products/services/programs associated with your chosen business.
Worlducation only sells its tablet computers to businesses (schools) because they understand
that product content and technology are the most successful when used by an integrated
class with a teacher supervising the activities. This also allows the sales force to concentrate
on larger sales and reduces the amount of difficulties that may occur from potential
customer. However, in the long run, a marketing approach will be implemented (Alzaydi and
et. al., 2018).
1.4 What role will you assume as you manage customer service?
The CEO has granted the sales manager authority to enlist the help of another employee (for
example, a business analyst) to resolve the issue. He asked that the sales manager inform
clients about the new position and demonstrate how customer service would be better.
1.5 Which roles will you supervise that provide customer service?
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Sales manager
2 Describe one product/service/program you will focus on for the remainder of this
assessment.
2.1 Choose ONE product/service/program that is related to customer service.
Products and services related with the technologies like tablet for online classes and
Customer services related with some activities like managing Telephone Enquiries,
Managing Written Enquiries, and Dealing with difficult customers, Complaints and Feedback
2.2 Summarise mathematical information about your chosen product/service/program
targets contained in your business’s business plan and customer service plan (e.g.
sales targets, complaint resolution targets etc.).
Sales target
 Ascertain that all financial operations, performance metrics, and outcomes are in line
with the strategic policies (Anyieni and et. al., 2016).
 Identify new and expanded cash sources, as well as strategies to assist additional
underserved schools.
 Achieve a profit margin of at least 10% every year.
 Expand the product and service offerings in order to reach a bigger target market.
 Raise sales in order to increase donations to schools in need.
Complaint resolution targets
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