Task 3 - Manage Organisational Customer Service | BSBOPS505

Task 3 requires developing and implementing strategies to monitor progress in achieving product and/or service targets and standards, obtaining customer feedback to improve the provision of products and services, and using resources to provide quality products and service to customers. The task is about managing organisational customer service and is a part of BSBOPS505. The task requires developing a strategy to monitor progress in achieving product and/or service targets, providing a practical example of how to use the monitoring strategy for each described scenario, and more.

Assessment
Task 3
Manage organisational
customer service
BSBOPS505
Student Declaration
To be filled out and submitted with assessment responses
◻ I declare that this task and any attached document related to the task is all my own work
and I have not cheated or plagiarised the work or colluded with any other student(s)
◻ I understand that if I am found to have plagiarised, cheated or colluded, action will be taken
against me according to the process explained to me
◻ I have correctly referenced all resources and reference texts throughout these assessment
tasks.
◻ I have read and understood the assessment requirements for this unit
◻ I understand the rights to re-assessment
◻ I understand the right to appeal the decisions made in the assessment

Unit Title
Unit Code
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Student ID
number
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signature
Date
Task Number
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For Trainer and Assessor to complete:
◻ Student requested reasonable adjustment for the assessment
Marking Sheet
Completed successfully
Did the student satisfactorily:
Comments Y N D
N
S
The student has satisfactorily completed
and submitted the following:
 Strategy to monitor progress in
☐ ☐ ☐

Marking Sheet
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Did the student satisfactorily:
Comments Y N D
N
S
achieving product and/or service
targets in Task 3.1A
 Examples of implementation of the
monitoring strategy in Task 3.1A
 Questionnaire developed to obtain
customers' feedback in Task 3.1B
 A strategy to provide professional
development in customer service
practices for the customer service
team in Task 3.1C
 A plan to procure the resources
needed to implement the strategy
(about professional development) in
Task 3.1C
 Examples of how to use resources
effectively to provide quality products
and services to customers based on a
given scenario in Task 3.1C
 Meeting minutes of consultation with
pertinent stakeholders in Task 3.2
Demonstrated ability to:
 Identify and procure resources
required to address customer service
requirements
This is evidenced by:
 A strategy to provide professional
development in customer service
practices for the customer service
team in Task 3.1C
 A plan to procure the resources
needed to implement the strategy
(about professional development) in
Task 3.1C
 Examples of how to use resources
effectively to provide quality products
and services to customers based on a
given scenario in Task 3.1C
☐ ☐ ☐
Demonstrated ability to:
 Monitor team performance and assess
against the organisation's quality and
delivery standards
 Develop and use strategies for
monitoring progress against product
and service targets and standards
This is evidenced by:
 Strategy to monitor progress in
☐ ☐ ☐

Marking Sheet
Completed successfully
Did the student satisfactorily:
Comments Y N D
N
S
achieving product and/or service
targets in Task 3.1A
 Examples of implementation of the
monitoring strategy in Task 3.1A
Demonstrated ability to:
 Develop and use strategies for
obtaining customer feedback on the
provision of product and service
This is evidenced by:
 Questionnaire developed to obtain
customers' feedback in Task 3.1B
☐ ☐ ☐
Demonstrated ability to:
 Adapt delivery of customer product
and service in consultation with
relevant individuals and groups
This is evidenced by:
 Meeting minutes of consultation with
pertinent stakeholders in Task 3.2
☐ ☐ ☐
Demonstrated ability to:
 Manage records, reports and
recommendations within the
organisation's systems and processes
This is evidenced by:
 Strategy to monitor progress in
achieving product and/or service
targets in Task 3.1A
 Examples of implementation of the
monitoring strategy in Task 3.1A
 Questionnaire developed to obtain
customers' feedback in Task 3.1B
 A strategy to provide professional
development in customer service
practices for the customer service
team in Task 3.1C
 A plan to procure the resources
needed to implement the strategy
(about professional development) in
Task 3.1C
 Examples of how to use resources
effectively to provide quality products
and services to customers based on a
given scenario in Task 3.1C
 Meeting minutes of consultation with
pertinent stakeholders in Task 3.2
☐ ☐ ☐
When collaborating with the group, the ☐ ☐ ☐

Marking Sheet
Completed successfully
Did the student satisfactorily:
Comments Y N D
N
S
student has actively participated in group
work with a substantial contribution that
can be assessed individually for all the
requirements of this task.
Task
Outcome:
Satisfactory
☐ Not Yet
Satisfactory
☐
Student
Name:
Assessor
Name:
Assessor
Signature:
Date:
Table of Content
2.Task 3 – Monitoring and support strategies...............................................5
Task 3.1 Monitoring strategies................................................................................................................................9
Task 3.2 Decision making on customer service improvement..............................................................................13

1.
2. Task 3 – Monitoring and support strategies
Task summary and instructions
What is this
assessment task
about?
This taks builds on Task 2 where policies and
procedures are also provided.
You are a customer service manager working for
Innovative Widgets.
The board at Innovative Widgets is pleased with the
work you have performed to address some of the
customer service problems in the organisation. Mary is
performing better in her role and feeling more
confident. Yore Mine continues to purchase their
widgets from Innovative Widgets.
At this stage, the board would like you to take some
steps to improve the organisation-wide delivery of
customer service. They would like some specific targets
developed to 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.
This task comprises of the following assessment
methods:
o Product-based ☒
o Direct observation of Role-Play ☐
o Case Study ☒
o Other (specify) ☐
It has been designed to evaluate your ability
to/competency in:
 Identify and procure resources required to address
customer service requirements
 Monitor team performance and assess against the
organisation's quality and delivery standards
 Develop and use strategies for monitoring progress
against product and service targets and standards
 Develop and use strategies for obtaining customer

Task summary and instructions
feedback on the provision of product and service
 Adapt delivery of customer product and service in
consultation with relevant individuals and groups
 Manage records, reports and recommendations
within the organisation's systems and processes
You are required to address the following:
 Task 3.1 Monitoring strategies:
Develop and use strategies to:
 Monitor progress in achieving product and/or
service targets and standards
 Obtain customer feedback to improve the
provision of products and services
 Develop, procure and use resources effectively
to provide quality products and service to
customers
 Task 3.2 Decision making on customer service
improvement:
o Address a scenario and make decisions to
overcome problems and adapt customer services,
products, and service delivery in consultation with
pertinent stakeholders.
Although the assessment requires group collaboration
to simulate a work environment, the assessment
submission is individual, and it will be marked as such.
What do I need to
do to complete
this task
satisfactorily?
 submit the completed assessment tasks, according
to instructions,
 complete the tasks with sufficient detail and present
them in a professional manner,
 use your own words and reference sources
appropriately,
 meet the word count where required,
 use the scenario provided,
 use the templates provided where required,
 for your performance to be deemed satisfactory in
this assessment task you must satisfactorily address
all of the assessment criteria,
 if part of this task is not satisfactorily completed you
will be asked to complete further assessment to
demonstrate satisfactory performance.
Specifications You must deliver/participate in:

Task summary and instructions
 Consult with a group of students who will play the
role of pertinent stakeholders in the organisation to
determine remedial actions to address customer
service-related issues.
You must submit to GOALS
 Strategy to monitor progress in achieving product
and/or service targets
 Examples of implementation of the monitoring
strategy
 Questionnaire developed to obtain customers'
feedback
 A strategy to provide professional development in
customer service practices for the customer service
team
 A plan to procure the resources needed to implement
the strategy (about professional development)
 Examples of how to use resources effectively to
provide quality products and services to customers
based on a given scenario
 Meeting minutes of consultation with pertinent
stakeholders
Resources and
equipment
• Computer with Internet access
• Access to Microsoft Office suites or similar software
• Learning material
• Scenario for assessment as provided
• Appendices as provided
• Relevant policies and procedures as provided
• Templates as provided
Re-submission
opportunities
You will be provided feedback on your performance by
the Assessor. The feedback will indicate if you have
satisfactorily addressed the requirements of each part
of this task. If any parts of the task are not satisfactorily
completed, the assessor will explain why, and provide
you written feedback along with guidance on what you
must undertake to demonstrate satisfactory
performance. Re-assessment attempt(s) will be
arranged at a later time and date. You have the right to
appeal the outcome of assessment decisions if you feel
that you have been dealt with unfairly or have other

Task summary and instructions
appropriate grounds for an appeal. You are encouraged
to consult with the assessor prior to attempting this task
if you do not understand any part of this task or if you
have any learning issues or needs that may hinder you
when attempting any part of the assessment.
Complete the following activities:
Task 3.1 Monitoring strategies
Develop and implement strategies to:
 Monitor progress in achieving product and/or service targets and standards
 Obtain customer feedback to improve the provision of products and services
 Use resources to provide quality products and service to customers
See and use the templates and instructions provided below:
a) Monitor progress in achieving product and/or service targets and
standards
1. Develop a strategy to monitor progress in achieving product and/or
service targets (Template 1).
Template 1 - Progress in achieving product and/or service targets and
standards
Monitoring
tools/medium and
techniques.
List 3-5 monitoring tools/medium and
techniques such as mystery
shoppers, data mining and analysis;
social media monitoring; customer
review; use of CRM etc…
 Netsuite
 Microsoft dynamics
 Salesforce
 SAP
KPIs
Develop 1 KPI for each one of the
areas listed in the table on the
right.
Area/Factor KPI
Call handling
time
Average Handle Time
Complaint
handling time
FCR (First Contact Resolution)
Adherence to
customer service
Documentation

policy and
procedures
Customer
satisfaction rate
CSS (Customer Satisfaction Score)
Customer
retention/loyalty
Customer Lifetime Value
Data entry (order
taking)
Number of errors per order and
total number of orders
Staff turnover Employee satisfaction
Positive review 1-
5 stars on
productreview.co
m.au
****
Monitoring –
Frequency
Determine the frequency to
monitor the customer service-
related area listed on the right.
Area/Factor Frequency
Sales Daily
Customer
satisfaction
Weekly
Data entry Monthly
Call handling
time
Daily
Budget
Determine a proposed budget to
implement the monitoring strategy.
Include 3 key cost items of the
budget.
Basic Utilities- $50000
Transportation- $20000
Fees For Training- $30000
2. Provide a practical example of how to use the monitoring strategy for
each described scenario below to monitor progress in achieving product
and/or service targets and standards:
Scenario Practical example of the monitoring strategy
A competitor has just
entered the Australian
market, selling the same
product with an
aggressive discount
strategy (10% discount
for each product).
Organisation is required to determine the prices of
the products after discount which are sold by its
competitor. After that, the organisation is needed
to price its products as minimum as possible in
comparison to the product price of its competitors
and follow competitor pricing strategy (Helda and
Syahrani, 2022).
Three new team
members have joined
the customer service
team.
This kind of strategy can be monitored through
provide training as well as development sessions
that are associated with customer service such as
tracking their training process, allowing for
autonomy, creating rewards and recognition of the
three new team members who have joined the

Scenario Practical example of the monitoring strategy
team of customer service (Klein, Ramos and Deutz,
2022).
Innovative Widget has
just launched a new
product (Product Alpha)
with a target to achieve
one million dollars in
sales in 6 months since
launch by advertising to
existing customers only.
The organisation can adopt product development
strategy in which it has to sell its new and
innovative products to the existing market share.
This kind of strategy can be monitored through the
process of research and development as a
percentage of sales, average production return on
investment, etc (Kreinin and Aigner, 2022).
The board would like to
achieve the following
target: 60% of existing
customers re-ordered
with Innovative Widgets
4 times every three
months.
Reorder level strategy depends on the work-order
lead time of the organisation along with its
demand at that time as well as ascertaining
whether the organisation is maintaining a safety
stock or not (Nazar, Meo and Ali, 2022).
b) Obtain customer feedback to improve the provision of products and
services
Develop a questionnaire to obtain customer feedback to improve the
provision of products and services at Innovative Widgets.
The questionnaire must be developed as follows:
 6 questions (using four or more of the question types listed below)
o 1 open question
o 1 multiple choice question (3 choices)
o 1 leading question
o 1 importance question
o 1 dichotomous question
o 1 rating question
o 1 buying propensity question
o 1 likert
See useful link:
https://www.flatworldsolutions.com/research-analysis/articles/different-
types-questionnaires.php
 Cover 3 or more of the following topic areas:

o Customer satisfaction
o Propensity to buy Innovative Widgets Products
o Quality of customer service
o Delivery (speed)
o Repeat orders
o Recommend Innovative Widgets to colleagues/friends
Record the questions below:
Question
1 How you like the product offered by us?
 Satisfied
 Dissatisfied
2 How beneficial is the product seems to you?
 More beneficial
 Beneficial
 Not beneficial
3 Describe the importance of product to you.
4 What changed to you after started using our product?
5 Why do you choose us over the competitors within industry?
6 Rate the product sold to you.
c) Procure resources to provide quality products and service to
customers
1. Develop a strategy to provide professional development in customer
service practices for the customer service team. The strategy must
address:
 Latest customer service techniques
 Use of CRM
 Conflict management/Handling of complaints
 Team building
 Work-life balance
And
 Costing
 Timelines to implement the strategy
(80-120 words)
(Example: formal and informal training, mentoring, team building
activities, flexible work arrangements etc.)
Strategy: Practice Active Listening.
The latest customer service techniques to provide professional
development in customer service practices for the customer service team

is Salesforce Service Cloud. CRM is used to send automated emails as
automation is considered as one of the most beneficial CRM tools.
Creating consistent communication can also be used as a CRM tool which
is used to provide professional development within the practices of
customer service for its team (Pratapa, Subramoniam and Gaur, 2022). The conflict
management style of collaborating helps in managing the conflicts within
the organisation. Providing training resources to the staff help in building
effective teams within the process of customer service. Providing flexibility
in the process of working facilitate in professional development for better
customer services.
2. Develop a plan to procure the resources needed to implement the
strategy.
Include information on features and pricing of a new CRM that could be
implemented at Innovative Widgets.
(50-100 words)
Plan:
This plan is based on the practices of Customer Relationship Management
and covers mainly six steps which are discussed as follows:
 Setting SMART objectives to achieve which should be specific,
measurable, attainable, realistic and time-bound
 Conduct the research for identifying the appropriate CRM solution
 Choosing a crm team within innovation widget with its department
champions
 Predicting the costs as well as benefits of the product
 Mitigating as well as integrating the data collected
 Providing training to the team and check their progress.
3. Provide a practical example of using resources effectively to provide
quality products and services to customers for each scenario below.
Scenario Practical Example
Team building Group assessments, key account abilities,
individual professional development plans
New CRM Marketing automation tools, sales and marketing
tracking, built-in reporting and analytics, advanced
communication features, customer service and
support tools.
A guest speaker to
talk about handling
demanding
customers.
Firstly listen to the customers and building rapport
through empathy. Lowering the voice and after
that responding if the customers are watching.
Next step is to know when to give in and staying
calm.

Scenario Practical Example
Visit the site of a
company that is
renowned for best
practices in customer
service.
Firstly the organisation is required to identify the
personality of its brand as well as the company
which is renowned for the best practices in
customer service. Making the website load faster
and then focusing on the aspects of the design.
Making navigation on the site easily and smoothly
and after seducing the customers with the long-
form content. Last step is to make sure that
whether the content on the website is top-notching
or not.
Task 3.2 Decision making on customer service improvement
Meet with a group of classmates. The classmates will play the roles of pertinent
stakeholders in the organisation:
 Manufacturing manager
 Warehouse manager
 Sales manager
 HR manager
1. Discuss the scenarios below and, in consultation with the stakeholders,
make decisions to overcome problems and adapt customer services,
products, and service delivery.
2. Write the meeting minutes of the consultation as evidence of your meeting
(Template 2).
Scenario A
A competitor has just entered the Australian market, selling the same product
with an aggressive discount strategy (10% discount for each product). How can
you compete against such an aggressive campaign? How can you adapt your
customer service, products and service delivery to:
 Compete on quality of customer service
 Keep your customer base
 Reinforce the message that you are a reliable and quality supplier
 Increase the speed of delivery (now it is three days guaranteed)
 Cut the operational cost by 10% to match the price of the competitor if
needed
Consult with the stakeholders and record 3 key decisions that you can make
today to address the scenario.
Scenario B
3 new team members have joined the customer service team. They need
appropriate induction and training. Consult with the stakeholders and record 3
decisions that you can make today to properly induct and train the new team
members to perform according to the standards required.
Scenario C

Innovative Widget has just launched a new product
(Product Alpha) with a target to achieve one million dollars
in sales in 6 months since launch by advertising to existing
customers only.
Product alpha is a widget developed using 3D printing
technology to customers' specifications (see the picture on
the left as an example).
Consult with the stakeholders and create a tagline for the product.
Template 2 – Meeting Minutes
Date 6th September, 2022
Location Innovative Widgets Boardroom
Attendees <Add name of the students playing each role>
 Manufacturing manager - <Name>
 Warehouse manager - <Name>
 Sales manager - <Name>
 HR manager - <Name>
Summary of
discussion
Scenario A.
Record 3 key
decisions that
you can make
today to
address the
scenario.
(30-50 words)
As per the Scenario A, it is summarised that the competitor of
the organisation is selling its products on discounted prices
which are less than the product prices of Innovation Widget
(Rajic, Đorđević, Tomasevic and Djekic, 2022) . The decision taken
for competing against such an aggressive campaign are
mentioned as below:
 Respective organisation is required to first conduct the
research about the prices at which its competitors is
selling its products to the customers.
 After that the company is needed to price its products
as minimum as possible in comparison to the
competitor's pricing strategy through considering a
considerable amount of the profit margin within the
business.
 The next decision which should be taken by the
organisation is related to the feedback which is to be
taken by its customers about the product sold by it.
Summary of
discussion
Scenario B .
Record 3
decisions that
you can make
today to
properly
induct and
train the new
According to the Scenario B, the organisation is needed to
take the three major decisions regarding appropriate
induction and training of the 3 new people who have joined
the customer service team. The decisions which should be
taken are given as under:
 the company is required to first identify the learning
objectives within the business for achieving the set
targets and goals.
 The next step is to refer to the brand as well as the
culture of the organisation and after that deciding the

team members
to perform
according to
the standards
required.
(30-50 words)
process of assessing 3 new team members who have
joined the customer service team within the workplace.
 The last decision that must be taken is about knowing
the host and sharing the aspects and concepts with it
and ensuring updated training content over time.
Summary of
discussion
Scenario C.
Record tag
line for the
product.
(30-50 words)
As per the third scenario, it is summarised that the company
has just introduced a new product for achieve one million
dollars in sales in 6 months since through advertising to its
existing customers only (Winston, 2022). This new product has
been named as Produt Alpha which is a widget and is
introduced with the use of 3D Printing technology as per the
specifications of the market share.
The tagline for Product Alpha is as follows:
“Don't wish for it, Work for it”.

3. REFERENCES
Helda, H. and Syahrani, S., 2022. National Standards of Education in Contents Standards and
Education Process Standards in Indonesia. Indonesian Journal of Education (INJOE). 3(2).
pp.257-269.
Klein, N., Ramos, T.B. and Deutz, P., 2022. Factors and strategies for circularity implementation in
the public sector: An organisational change management approach for
sustainability. Corporate Social Responsibility and Environmental Management. 29(3).
pp.509-523.
Kreinin, H. and Aigner, E., 2022. From “Decent work and economic growth” to “Sustainable work
and economic degrowth”: a new framework for SDG 8. Empirica. 49(2). pp.281-311.
Nazar, R., Meo, M.S. and Ali, S., 2022. Role of public health and trade for achieving sustainable
development goals. Journal of Public Affairs. 22(3). p.e2585.
Pratapa, P., Subramoniam, R. and Gaur, J., 2022. Role of Standards as an Enabler in a Digital
Remanufacturing Industry. Sustainability. 14(3). p.1643.
Rajic, S., Đorđević, V., Tomasevic, I. and Djekic, I., 2022. The role of food systems in achieving
the sustainable development goals: Environmental perspective. Business Strategy and the
Environment. 31(3). pp.988-1001.
Winston, N., 2022. Sustainable community development: Integrating social and environmental
sustainability for sustainable housing and communities. Sustainable Development. 30(1).
pp.191-202.