Manage Organisational Customer Service Project Portfolio | Desklib

This project portfolio is based on BSBOPS505 and BSBPS505 courses and covers topics such as establishing customer service requirements, delivering quality customer service, and monitoring and assessing customer service. It includes information on a social start-up called Worlducation that makes tablet computers for primary school students. The portfolio also covers customer service feedback, system issues, and customer service goals.

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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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 Continually increasing the level of service provided to clients through marketing and
advertising
 Maintaining good communication lines with all participants in order to determine market
demands, produce products, & maintain services accordingly.
 Continually strengthening communication lines with all of our stakeholders, guaranteeing
a steady stream of timely and accurate data to aid critical importance and decision-
making.
 Using a range of promotional methods and advertising platforms to target identified
growth markets with planned, economy campaigns.
 Providing our clients with cost-effective pricing structures
3 Describe the customers of your chosen product/service/program.
3.1 Who are the customers (e.g. individual or business, gender, age range, personality
type, career, quantifications etc.)?
Primary school students to improve the education level of the students via technologies and this
section offers vital and useful information from the executive to the employees, such as training,
job openings, and major notifications.
Before being delivered to the communications officer for evaluation and inclusion, contributions
for the Staff Circular must be authorised in advance by the participant's relevant management.
3.2 What do you already know about your customer behaviour (i.e. how do the
customers select, buy, use your products/services or programs to satisfy their needs
and wants?)
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 To adapt to online home-based learning, Worlducation has to make quick and constant
adjustments to its software.
 The intranet makes critical information available to employees in a convenient location.
 The intranet will be used to communicate critical and accurate information from the
management team to employees. The individual who contributes the content is
responsible for ensuring that the content is factually correct. All submissions must be
reviewed and approved by the appropriate authority of the author (Bharwani and
Mathews, 2016).
3.3 Identify at least two sources of information you may use to do customer research.
This section offers vital and valuable information from the executive to the employees,
such as training, job openings, and major announcements. it is determined that before
being delivered to the public relations officer for evaluation and inclusion, submissions
for the Staff Bulletin must be authorised in advance by the contributor's relevant
management.
3.4 Use the sources to research and further summarise customer requirements.
Survey monkey and other social media platform
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4 Describe customer service in your chosen business
4.1 Describe the quality of existing customer relations in your business (i.e. positive,
negative, consultative, respectful, distant etc.)Related to your chosen
product/service/program.
Worlducation has a complicated supply chain that starts with a sale, which is often done by
sales professional or an online inquiry handled by the sales staff. An external Enterprise
Resource Planning System (ERP System) tracks sales and alerts the technical team when an
order has to be delivered. Some staff members are showing the positive attitude but sue to
lack of the staff members CEO of the company giver mission of the hire another staff
member to deal with the customer services (Catley and et. al., 2017).
4.2 Describe any legislative, regulatory and code of practices related to customer
service in your business.
 it is determined that specific part of the policy conflicts with local legislation governing
internet usage and privacy laws, the policy will be interpreted and applied in accordance
with local law.
 This policy is necessary in a way that assures adherence to all applicable legal obligations
and industry best practises.
 Staff is expected to use the channels for business reasons solely and to follow all relevant
policies and procedures, including the Code of Conduct.
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4.3 Describe any existing policies and procedures for customer service and the
handling of customer complaints.
Some specific policies are considered by the organisation such as -
 Pay attention to the complaint.
 Keep a record of the complaint's specifics.
 Obtain all relevant information.
 Consider your choices for resolving the issue.
 Take action right away (Cook, 2017).
 Make good on your commitments.
 Keep in touch with the customers
 provide the client respect, civility, patience, attentiveness, thoughtfulness, and
compassion suitable to the individuals personal or group's age, culture, and language
background at all times.
 Pay attention to what consumers have to say and figure out what they want.
 Respond to consumer inquiries in a timely and effective manner.
4.4 Identify any protocols you need to follow as you:
4.4.1. Manage people who provide customer service (e.g. internal communication
protocols).
 The goal of Worlducation is to improve and streamline internal and external
communications in order to support the vision and strategic goals. As a result, we'll keep
developing and testing emerging media platforms, channels, and tools to promote
information exchange and cooperation among all employees.
 The intranet makes critical information available to employees in a convenient location.
 The intranet will be used to communicate critical and relevant information from the
management team to employees. The individual who contributes the content is
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responsible for ensuring that the content is factually correct. All submissions must be
duly approved by the relevant manager of the writer (Goodman, 2019).
4.4.2. Interact with customers (e.g. external communication protocols)
Emails are used to communicate with and among employees. All employees are expected to read
their work-related emails.
4.4.3. Do your own work (e.g. work location and times)?
Sales agents must achieve sales that contribute to the yearly profit objective of 10%. They must
also generate 5 new leads so each month to build one sale with every 5 leads.
5 Identify best practice models and standards relevant to the customer service of your
chosen business product/service/program.
5.1 Summarise at least one best practice model.
The 'best practise' approach asserts that specific 'best' human resource practises will improve
organisational performance, as evidenced by better staff attitudes, fewer absenteeism and
turnover, greater knowledge and skills for increased productivity, and improved efficiency.
Activate employees. Alienated personnel are uninterested in doing their duties.
 Effort should be rewarded. Nobody wants their efforts to go unnoticed.
 Be a Vulnerable Person
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 Maintain dedication
 Seek clarification
 Create a sense of cultural cohesion
 Efforts of the entire team should be focused
 Organize regular meeting (Jøranli, 2018).
5.2 Summarise at least one standard.
Contain specific feedback for effective customer services can helpful to improve the
effectiveness of the business.
5.3 Evaluate your business’s product/service/program against the identified standard
and best practise model and standard.
The main business program is related with the customer service so that sales manager can
effectively manage the good relationship with the customers. Through feedback and research and
development like survey , company can identify the perception of the customers.
6 Seekwritten customer feedbackfrom at least two customers on:
 product/service/program quality, cost and time frames
 service delivery expectations
 specific problems or complaints
 Their experience with individual customer service representatives.
6.1 How will you seek customer feedback (e.g. online review, review comments using
inbuilt review functionality, survey, telephone call etc.)?
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Through Survey Monkey, company can gather the information.
6.2 How will you manage the feedback received from customers within your business’s
system?
With the help of communication plan , all the staff members can maintain the feedback request.
7 Summarise customer service feedback.
7.1 What are customer service requirements for the product/service/programquality,
cost and time frames?
These may be used by teams of people to cooperate and communicate online on projects
(e.g. to share and comment on work-related ideas, news and activities). These platforms may
not be utilised for personal purposes during working hours. Use of these networks must
comply with the Social Media Policy (Karpen, Gemser and Calabretta, 2017).
7.2 What are the customer’s service delivery expectations?
To resolve the issues of the customers,
7.3 Describe any problems or complaints.
Problem related with the communication and customer services.
7.4 How has the customer experienced interactions with customer service staff?
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These may be used by teams of people to cooperate and communicate online on projects.
These portals may not be utilised for personal purposes during working hours. The Social
Networking sites Policy must be followed when using social networks.
8 Identify system issues linked to the problems identified by customers (as per the
customer feedback).
Customers have reported that the available to examine they wanted did not properly reflect the
learner's performance, therefore call centre #2 got a call. This error was caused by sales rep #1
and the developer, and sales rep #1 was accountable for correcting it.
8.1 Describe at least two system problems that have contributed to poor customer
service.
 Software error
 Staff and customer relationship problem
8.2 Take responsibility for addressing the difficulties experienced (e.g. send an email to the
CEO, respond to a review comment, request training etc.).
From
[e-mail]
To
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[e-mail]
Subject – Regarding review comment and request training
Respected sir
Good Morning
I am sharing the information related with the difficulties which are facing by the
organisation like problem related with the customer services. in order to solve the issues ,
sales manager took a step to survey the customers so kindly review the technique which i
have used and provide your precious comment about this.
Thanks and Regards
Sales manager
XYZ
Note: Attach proof of how you’ve taken responsibility to this section of your portfolio
Attach: Policies and procedures ☐
Proof of the feedback ☐
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Proof of how you managed the feedback in the
business’s system
☐
Proof of how you’ve taken responsibility ☐
Section 2: Deliver quality customer service
1 Describe at least two customer service goals to meet the customer service requirements
and product/service/program targets established in Section 1.
 No errors on adverts submitted for approval.
 Improve the service question for the customers
2 Integrate customer service goals and requirements (identified in Section 1) into the
existing business plan.
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 Ascertain that all financial operations, performance metrics, and outcomes are in line
with the strategic policies.
 Identify new and expanded cash sources, as well as strategies to assist additional
underserved schools (Lahap, O’mahony and Dalrymple, 2016).
 Achieve a profit margin of at least 10% every year.
 Expand our reach
 Expand the product and service offerings in order to reach a bigger target market.
 Raise sales in order to increase donations to classrooms in need.
3 Refine at least one of your business’s customer service policies and procedures to
reflect best practice models, standards and customer service goals and requirements(as
identified / evaluated in Section 1).
A customer service policy is a statement that governs how your staff and company handle
customer care. Although this is often merely an individual code of conduct, many
organisations make their rules accessible so that consumers know what type of program that
provides they can anticipate.
Staffs are expected to use the channels for business reasons solely and to follow all relevant
policies and procedures, including the Code of Practice.
4 Summarise the outcomes of your meeting.
4.1 Who did you meet with?
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CEO meets with the Sales manager
4.2 Describe the diverse needs (e.g. language differences) of the staff members you met
with (include at least one diverse need)?
Customers are required to be treated with civility and respect differences, and Worlducation
employees are set to make every genuine attempt to meet their needs, even when the client is
unpleasant or difficult.
Staff should endeavour to put themselves in the position of the consumer and be sympathetic
(Liang, Chu and Lin, 2020).
4.3 How did you consider the diverse needs during your meeting?
With the help of staff members view point and customer feedback
4.4 What are the strengths and experience of the staff members you met with?
Creativeness and good digital literacy and effective and positive experience
4.5 What feedback did they provide?
Positive feedback
4.6 How will you adapt the delivery of the product/service/program to meet customer
service requirements?
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Improved attention to detail
4.7 If not already viewed in person by your assessor, attach proof of your meeting to
this section of your portfolio.
In a meeting , 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 service quality would be better
(Martelo-Landroguez and Martin-Ruiz, 2016).
5 Identify and describe the physical and human resources required to address one of the
identified problems and related system issues experienced by customers (identified in
Section 1).
CEO give permission to the sales manager to appoint the another potential candidate who
can deal with the situation and improve the customer service.
Complete the table to answer this question:
Problem experienced by the customer: Software related problem
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System issue resulting in poor customer
service:
Yes
Team member requiring support: Yes
Human resources (at least one)
e.g. Additional call centre staff member
business analyst and another technical staff
Physical resources (at least one)
e.g. Checklist to complete before
product is shipped to client.
Through questionnaires and customer service plan
How will the resources address the
problem or issue?
Through online survey and customer feedback
system
How will the resources support the staff
member?
CEO provide their full support and also sales
manager also support the staff members.
6 Develop at least one physical resource required to address customer service
requirements (identified in the previous step).
Ticketing System, chat box, call centre software are considered as the most effective physical
resources.
7 Procure at least one human resource required to address customer service
requirements (identified in step 5).
All comments should be logged in a feedback register, and built-in software review features
should be employed. The date, project number, name of reviewer, person getting feedback,
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remarks, and needed action should all be recorded in the feedback register (Saitis and Saiti,
2018).
The application of technology is a human resource.
From
[e-mail]
To
[e-mail]
Subject – requesting permission to recruit the resource, advert
Respected sir
Good Morning
This email is all about to seek your permission to hire the talented and potential candidate
for the organisation who can provide the best efforts to solve the problem of the
organisation.
Thanks and Regards
Sales manager
XYZ
8 Deliver your product/service/program to meet customer requirements (according to your
adapted business plan, customer service policies and procedures and improved customer
service delivery).
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With the help of adopted business plan, customer service policies and procedures, company can
effectively full fill the requirements of their customers.
Attach: Modified business plan ☐
Modified customer service policy and procedures ☐
Proof of meeting with team (if relevant) ☐
Developed physical resource ☐
Proof of how you managed the written resource
according to organisational systems and processes ☐
Proof of how you procured the human resource ☐
Proof of how you’ve delivered your
product/service/program to meet customer
requirements
☐
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Section 3: Monitor and assess customer service
1 Develop at least one strategy to monitor customer service progress related to your
chosen problem and system issue.
The explanation about the strategies are given below-
 By keeping an eye on interactions, you can hear what your consumers are saying.
 Gather information from all of your customers' sources.
 Inquire for your customer's opinion.
 To assist agents in improving their abilities, use quality monitoring (Waddell and et. al.,
2019).
2. Use the strategy you developed in the previous step to monitor the performance of
customer service staff (using the strategies identified in section 2).
Some specific factors are identified in this which are given below-
 Monitor contacts with your consumers to hear what they have to say.
 Gather data from all of your consumer feedback outlets.
 Inquire for your customer's opinion
 To assist agents in improving their abilities, use quality monitoring.
 Do not consider agent development to be a one-time task.
To solve the problem 6 month time period is considered.
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2 Assess customer service.
With the help of case study, company manager solved problem and gather the information via
online survey (Yagil and Shultz, 2017).
2.1 Are customer service goals being achieved?
Yes
2.2 Has your chosen problem and system issue been resolved?
Customer requirement relates problems are selected
Attach:
Proof of how you monitored progress ☐
Survey link
https://www.surveymonkey.com/create/?ut_source=dashboard_survey_list_empty
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References
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quality and service delivery: Towards a customer co-production and customer-
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Anyieni, A., Ondari, C.G., Mayianda, R. and Damaris, K.A., 2016. Organisational change: a
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Bharwani, S. and Mathews, D., 2016. Customer service innovations in the Indian hospitality
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Catley, B., Blackwood, K., Forsyth, D., Tappin, D. and Bentley, T., 2017. Workplace bullying
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Cook, S., 2017. Measuring customer service effectiveness. Routledge.
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