Manage Quality Customer Service Assessment for Diploma of Leadership and Management BSB51915

This assessment is for the unit BSBCUS501 - Manage quality customer service. It includes activities such as investigating customer needs, delivering products and services to customer specifications, monitoring team performance, and helping colleagues overcome difficulties in meeting customer service standards.

Canterbury Business College
CRICOS Code – 01899K RTO Code - 6554
ASSESSMENT 1Unit description:
Unit Code BSBCUS501
Unit Name Manage quality customer service
Qualification Name Diploma of Leadership and Management BSB51915
Training Package BSB
Assessment Tool Written report
Student must fill this section:
Candidate Name:
Candidate ID:
Privacy Release Clause: “I give my permission for my assessment material to be used in the auditing,
assessment validation & moderation Process”
Plagiarism and Collusion: “I acknowledge that entire assessment work is done by me”
Student signature: _________________ Date: _____________
Feedback to student:
Assessment Completion Status
Attempt Satisfactory Non-Satisfactory Date Assessor’s Signature
Initial attempt  
2nd attempt/
Re-assessment
 
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Canterbury Business College
CRICOS Code – 01899K RTO Code - 6554
Information for Candidate:
 All work is to be entirely of the candidate.
General Information for this assessment:
 Read the instructions for each question very carefully.
 Be sure to PRINT your FULL name & LAST name in every place that is provided.
 Short questions must be answered in the spaces provided.
 For those activities requesting extra evidence such as: research reports, ESSAY reports, etc. The student must attach its own work
formatted in double space, Arial 12 pts.
 All activities must be addressed correctly in order to obtain a competence for the unit of competency.
 If the candidate doesn’t understand the assessment, they can request help from the assessor to interpret the assessment.
Re-assessment of Result& Academic Appeal procedures:
If a student at Canterbury Business College is not happy with his/ her results, the student may appeal against their result via a written letter, clearly
stating the grounds of appeal to the MSS / DSS. This should be submitted after completion of the subject and within 14 days of commencement of the
new term.
Re-assessment Process:
 An appeal in writing is made to the ACC / MSS providing reasons for re-assessment /appeal.
 ACC / MSS will delegate another faculty member of CBC to review the assessment.
 The student will be advised of the review result done by another assessor.
 If the student is still not satisfied and further challenges the decision, then a review panel is formed comprising the lecturer/trainer in charge,
the ACC, the MSS and the DSS OR if need be an external assessor.
 The Institute will advise the student of the appeal decision within 14 days from the submission date of the appeal. The decision of the panel will
be deemed to be final.
 If the student is still not satisfied with the result, the he / she has the right to seek independent advice or follow external mediation option with
CBC’s nominated mediation agency.
 Any student who fails a compulsory subject or appeals unsuccessfully will be required to re-enrol in that subject.
The cost of reassessment will be borne by the Institute. The external assessor will base his/her judgement based on principles of assessment. These
principles require assessment to be reliable, fair, practical and valid.
Academic Appeals:
 If the student is dissatisfied with the outcome of the assessment marking process, he/she has a right to appeal the assessment results.
 The notice of appeal should be in writing addressed to the MSS / ACC and submitted within seven days of notification of the assessment results.
 If the appeal is not lodged in the specified time, the result will stand as marked.
 In emergency circumstances, such as in cases of serious illness or injury, the student must forward a medical certificate in support of a deferred
appeal. The notice of appeal must be made within three working days of the concluding date shown on the medical certificate.
 The decision of MSS / ACC will be discussed with the DSS and will be final.
For further information please refer to Student Handbook.
“I acknowledge that I have understood all the above rules and guidelines for the assessment
Full Name Signature Date (dd/mm/yyyy)
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Canterbury Business College
CRICOS Code – 01899K RTO Code - 6554
Submission Details
The Assessment Task is due on 17thOct 2018. 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 Criteria
The candidate must develop strategies to manage organisational systems that ensure products
and services are delivered and maintained to standards agreed by the organisation.
Assessment Activities........................................................................................................................
Activity 1A...................................................................................................................................
Activity 1B...................................................................................................................................
Activity 2A...................................................................................................................................
Activity 2B...................................................................................................................................
Activity 2C...................................................................................................................................
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Canterbury Business College
CRICOS Code – 01899K RTO Code - 6554
Assessment Activities
Activity 1A
Objective To provide you with an opportunity to think about how to investigate,
identify, assess and include the needs of customers in the planning
process.
Activity A customer driven organization is needed in today’s market in order to gain a
competitive edge and retain competitiveness.
There are two main types of customers, that includes the internal customer and
external customers. The internal customers work for the organization whereas
the external customers do not work for the organization.
The examples of internal customers are :
 Supervisors
 Board Members
The examples of external customers are :
 Clients
 Potential funding bodies
Communication plays an important role in customer service because if there is
no or inadequate communication in the team, there will be no customers in the
organization and it will become very difficult for the organization to survive or
persists.
In order to identify the segments of the markets for the customers , it is
necessary to evaluate the requirement of segments with respect to needs .The
needs can be classified into :
 Accessible
 Durable
 Identifiable
 Substantial
 Unique Needs
The key attributes of an organization are :
 Identity
 Integrity
 Differentiation
 Profitability
The customers can be segmented by the following segmentation methods :
 Behaviouristic segmentation – It involves customers behaviour towards
the products
 Demographic segmentation -
 Geographic segmentation – It includes the climate, population, density,
region and size of the area.
 Psychographic segmentation –It involves lifestyle of the customer
Consultation with the stakeholders helps an organization in the ways :
 It helps in identification of needs and the expectation of the
organization
 Help to evaluate actions and the implementations
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Canterbury Business College
CRICOS Code – 01899K RTO Code - 6554
 Provides feedbacks on the developments made
The Stakeholders in a particular business includes :
 Shareholders – Owners of the business
 Stakeholders – People in interest in the product and service of the
company
 Customers – People who buy the product or take services
The stakeholders are needed to be referred because both the employees and
the stakeholders are reliant on the success of the business for both income and
profit.
It is very important to ensure that all the communication is communicated
clearly, because if any communication is misapprehended within the supply
chain, or there arise any kind of problem, then the customer will not get what
they desire.
Activity 1B
Objective To provide you with the chance to ensure that plans achieve the quality,
time and cost specifications agreed with customers.
Activity The manger can achieve the quality, time and cost specifications agreed with
customers by ensuring that the staffs maintains good connection with the level
of service and customer retention as it will have a significant effect on the
income of the organization. Utilizing the value added selling plays a key role in
saving costs and time.
The Value added Selling is the sequence of innovative improvements that will
aid to enhance the customer’s experience. The value added selling has been
derived from the intangibles that include the quality of service.
The key to success of a customer /sales relationship is the capability of a
business to segregate their services from their rivals and to develop a emotional
loyalty of thorough value.
Activity 2A
Objective To provide you with an opportunity to deliver products and/or services to
customer specification within organisation’s business plan.
Activity The wants of the customers is always greater than the needs. Needs are
something that are very vital and is a necessity but want is something which the
customers desires for. The customer requirements include the specifications
and the characteristics for products or services, which are determined by the
customers.
The business plan is directly related to the results or outcome of the
organization. It involves allocation of resources, focussing on the key points and
getting prepared to face the problems or grabbing the opportunities.
The objective of a business plan is to bring success to the organization. The
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Canterbury Business College
CRICOS Code – 01899K RTO Code - 6554
business plan also reflects customer service informations (McKeever, 2016).
For example, if a coffee shop were started it would offer various varieties of
coffee depending upon the needs, wants and requirements of the customers.
For this a thorough research of the market is required that would provide the
idea about the needs, wants and requirements of the customers considering
their age group or choices of tastes.
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Canterbury Business College
CRICOS Code – 01899K RTO Code - 6554
Activity 2B
Objective To provide you with an opportunity to monitor team performance to
consistently meet the organisations quality and delivery standards.
Activity The process of monitoring identifies the changes in the behaviour of the
customers. It also identifies the reasons behind the problems.
The monitoring process measures the current situation as well as the future
desired situation in order to identify the problems in the service that are being
provided. The standards that can be monitored are :
 Consistency of sales
 Consistency of returning customers
 Customer loyalty
Example of customer’s hidden needs: A person named Frank wanted to update
his computer and wanted a computer, which would be faster and able to meet
his needs. He conveyed his needs to the customer service representative, who
started offering varieties of computer that would meet his needs .Then during
the conversation with the customer service representative, the service
personnel came to know that Frank wanted to store and edit his personal
photos. Knowing this information, the customer representative provided Frank
with a computer with a copy of Photoshop. As a result, Frank was satisfied as his
expectations were exceeded and it was possible because the service personnel
was able to identify the hidden needs of the customer.
The skills that can be measured in order to determine that the staff members
are meeting staff needs are :
 Performance
 Motivation
The customer /business relationship is deemed a success when it is understood
that the innovation plays an impactful role in any organisation.
Innovation includes the development of new ideas. The innovations seek
different ways in order to improve the job but at the same time, it retains the
same standards and quality of output.
The innovation will play an important role in building relationship with the
customers because by using innovation , the products and services would of
superior as well innovative , which would enrich customer experience and
increase customer loyalty . Innovation will also help to obtain a competitive
edge (Sung & Choi, 2014).
Customer loyalty can be gained and retained through value adding. Value adding
involves adding more features to the products or services, sending
acknowledgements and others (Martínez & del Bosque, 2013).
Activity 2C
Objective To provide you with an opportunity to help colleagues overcome
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Canterbury Business College
CRICOS Code – 01899K RTO Code - 6554
difficulties in meeting customer service standards.
Activity In order to overcome difficulties in meeting customer service standards, it is
important to provide training that includes coaching as well as mentoring. These
approaches would help the staff to reach the full potential (Smith & Lindsay,
2014).
If assistance is required due to performance problems, it is better to choose a
coach to overcome the problem because a coach focuses on the problem, which
exists in an organisation, until it is resolved and the outcome is obtained.
If problem arise due to lack of understanding, it is advisable to choose a mentor
because the mentor provides the staff members about basic understanding
related to changing trends and emphasizes the importance of remaining
competitive.
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Canterbury Business College
CRICOS Code – 01899K RTO Code - 6554
References
Martínez, P., & del Bosque, I. R. (2013). CSR and customer loyalty: The roles of trust, customer identification
with the company and satisfaction.
International Journal of Hospitality Management,
35, 89-99.
McKeever, M. (2016).
How to write a business plan. Nolo.
Smith, J. G., & Lindsay, J. B. (2014). Mentoring and Coaching. In
Beyond Inclusion (pp. 81-99). Palgrave
Macmillan, New York.
Sung, S. Y., & Choi, J. N. (2014). Do organizations spend wisely on employees? Effects of training and
development investments on learning and innovation in organizations.
Journal of organizational
behavior,
35(3), 393-412.
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