BSBCUS301: Deliver and Monitor a Service to Customer - Assignment

This assignment, focused on the BSBCUS301 unit, addresses key aspects of delivering and monitoring customer service. It begins by exploring the importance of assessing customer needs, effective communication, and building rapport. The assignment then delves into practical scenarios, including handling customer complaints in a car dealership setting, requiring the application of negotiation skills and company policies. Furthermore, it includes the development of a customer feedback form for a stationery company facing customer retention issues, incorporating various data fields and a structured report. The report analyzes survey types, optimal timing, and methods for improving customer service skills, addressing legislative requirements and stakeholder communication. The student also considers recommendations for service enhancements and ensures the survey's accuracy and presentation quality.

BSBCUS301 – Deliver and Monitor a service to customer
Name: Surname:
Student ID:
Qualification: BSB30115
Training Package: BSB Business Service
Due Date: Week 9 Assessment Type:
{*
Assessment Guidelines
Please read the following assessment guidelines carefully.
1. The purpose of this activity is to assess your knowledge and skills in Deliver and monitor a service
customers.
2. If you have any considerations that may affect your performance in the assessment, please i
assessor immediately. Your assessor will provide you with a suitable alternative to complete this asse
3. Your assessor will mark your assessment and provide feedback and a grade to you via the a
submission on Moodle.
4. If you feel the decision made by your assessor was incorrect you have the rights to appeal the gradin
filling out an appeal form which will then be handle by the Academic Manager.
5. A “NYS” (not yet satisfactory) result of this task may be returned to you for a re-assessment. Re-asse
must be submitted by an agreed date with your assessor.
6. The re-assessment work must address the specific performance tasks beyond doubt for the assessor
a satisfactory (pass) result. A repeat NYS outcome could lead to an administration fee for further reas
7. All work must be done individually. Copied work will not be accepted and
By adding my name to this document, I hereby declare the work is my own and has not been
from any other source.
Student NAME:_______________________________________ Date:_________________
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Task A – Deliver effective customer service

BSBCUS301 – Deliver and Monitor a service to customer
1. Why is it important to assess customer needs for urgency?
2. When interacting with customers, describe the key elements of effective
communication.
3. In your current job what limitations do you experience when meeting customers
needs? Explain how you deal with this and who you seek assistance from.

BSBCUS301 – Deliver and Monitor a service to customer
4. Provide an example of a service which is given to customer, explain how you ensu
delivery of the service to be prompt and in accordance with legislative requireme
5. Why is it important to build rapport with customers?
6. Describe what practical steps can be taken to build rapport with a customer

BSBCUS301 – Deliver and Monitor a service to customer
7. Why is it important to aid or respond to customers with specific needs?
8. Give two different examples of how you provide assistance or respond to custome
with specific needs in your organisation. You should also explain how you identify
customer’s additional needs.
9. Why is it important to promote and enhance services and products to customers?

BSBCUS301 – Deliver and Monitor a service to customer
10. Why is it important to regularly review customer satisfaction with your organisation’s
service delivery?

BSBCUS301 – Deliver and Monitor a service to customer
Task B – Handling Customer Complaints
Using the below scenario, you need to demonstrate your knowledge and skill on how to
deal with customer complaints while remaining professional.
Scenario
You are an employee of a car dealership and your responsibilities are:
• Follow all organisational policies and procedures along with any relevant legal
requirements
• Keep up to date with vehicles and latest vehicle features
• Obtain manager approval for any refunds or replacements that are over $5,000.
A customer (who is your friend) walks into the dealership regarding the car they purcha
two weeks ago. The customer is quite upset as they believe they have been sold a fault
vehicle (complaining customer to pick a problem), the customer is demanding a refund
some part of the vehicle to compensate them for the inconvenience.
Questions
1. What effective communication techniques would you use to help relate to the
customers situation and build rapport?

BSBCUS301 – Deliver and Monitor a service to customer
2. Taking company policies and procedures into account how could you negotiate w
the customer to resolve the issue and ensure a positive outcome for both the
business and the customer?
3. When dealing with the customer how would you process the complaint?
4. In your current or previous jobs how have you dealt with complaints before? What
recommendation can you make to improve your personal performance when deal
with a customer complaint.

BSBCUS301 – Deliver and Monitor a service to customer
Task C – Customer Feedback
Read the below scenario, you need to develop a customer Feedback form to help overc
the issue of unhappy customers your stationary shop is facing. The feedback form will
provide your organisation with information which can be used to improve their custome
service skills, knowledge of product and/or services the organisation provides.
Scenario
You are working in a small stationery company. Your company has recently lost
customers to a much larger company. Your employer wants you to design a
customer service survey so that you can contact your customers and find out what
they want/need from you.
The survey can be completed over the phone or by fax.
The survey must include the following details:
 The company name
 Name of employee who dealt with you (who you spoke to in the
company)
 Job title
 Customer gender
 Date
 Customer assessment of the service you provide (on a scale of 1 to 10)
 Customer thoughts on your range of services, delivery, quality and cost
 Can they recommend areas for improvement?
The boss also thinks that the company should be offering value-added services. He
wants you to find out what the customers would think of:
 A monthly email newsletter with specials (instead of the quarterly print
one)
 A customer loyalty program.

BSBCUS301 – Deliver and Monitor a service to customer
Activity 1
1. Develop a customer feedback form to meet the needs of the company in the
scenario. You will need to create the feedback form using MS Word and save a
upload it to Moodle as a separate document. When creating your feedback for
include:
• Has a title.
2. You can ask for a customers name or leave it anonymous
3. Answers to the information required in the scenario by using four different type
of data fields from the list below:
a. a scale
b. short answer

BSBCUS301 – Deliver and Monitor a service to customer
c. yes/no or tick box answer
d. ordering preferences
e. rankings.
Your survey needs to be easy for the customer to read and time efficient, they can fill it
while they are waiting for their order to be packed.

BSBCUS301 – Deliver and Monitor a service to customer
Report
Using the questions below, you need to create a report based around the activity which
have just completed in questions 1 – 3e.
Your answers need to be structured in a report format meaning you need to have a
executive summary, introduction, body, conclusion and any recommendations.
1. What type of survey would you conduct?
2. List the three reasons you feel this type of survey is the most appropriate.
3. When do you think is the best time for your organisation to conduct its survey?
Why? How often will you obtain feedback from your customers?

BSBCUS301 – Deliver and Monitor a service to customer
4. How will your survey address and help your organisation improve on delivering
customer service skills as well as increase knowledge in products/services that th
organisation delivers?
5. Is there a way you would be able to assist customers to fill in the survey if they ha
difficulty speaking English? If so, what could you do to accommodate these custom
(and other customers) with specific needs?
6. List at least two different types of legislative and regulatory requirements that yo
need to consider when dealing with surveys and improving customer service.

BSBCUS301 – Deliver and Monitor a service to customer
7. How will you ensure that your satisfaction reports are clear, detailed and contain
suitable recommendations for improvement?
8. How will you present your information to other interested stakeholders? Why hav
you chosen this method?
9. From your research you discover that that customers would prefer a newsletter
more regularly and want a rewards program is this something you could do? Expl
your answer?

BSBCUS301 – Deliver and Monitor a service to customer
10.How would you include this recommendation in your report?
11.What steps will you take to make sure your survey is free form errors including
spelling, grammatical and presentation?