BSBCUS501: Assessment on Managing Quality Customer Service

This assignment, completed by a student, addresses the key aspects of managing quality customer service, as outlined in the BSBCUS501 unit. It explores the importance of investigating, identifying, and assessing customer needs within planning processes, considering customer behavior and the necessity of customer needs research. The assignment also delves into the relationship between quality, cost, and time in delivering a valued customer experience, as well as the considerations for delivering products and services to customer specifications within an organization's business plan. Furthermore, it covers monitoring team performance, addressing difficulties in meeting customer service standards, developing strategies to obtain customer feedback, utilizing resources effectively, making decisions to overcome problems, and adapting customer services. The assignment also examines the management of records, reports, and recommendations, the impact of legislation and regulatory contexts, organizational policies and procedures, identification of service standards, and the summarization of public relations and product promotion, concluding with definitions of customer behavior, needs research, and relations.

Business, Accounting and Finance
BSBCUS501 Manage quality customer
service
Student Assessment
Student Name:
Student Number:
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Written Questions and Answers
Assessment is all about collecting evidence and making decisions
as to whether or not a student has achieved competency.
Students are required to answer all the questions. Evidence is
information gathered that provides proof of competency. While
evidence must be sufficient, trainers and assessors must focus on
the quality of evidence rather than the quantity of evidence.
1. Explain why you would investigate, identify, assess, and
include the needs of customers in planning processes? Please
ensure you include aspects of customer behaviour and the need
for customer needs research.
Investigating the needs of customer in planning process enables an
organisation to produce goods and give services as per customer
requirements. This helps them to utilise resources in an efficient manner
without making any wastage. Thus, potential customers are known for
whom the goods can be supplied. Identifying customer needs provides
good customer services and fulfil the needs in an effective manner.
Thus, researching the market place and target the customer enables to
meet the customer expectation. Indeed, understanding customer
behaviour towards products and services is very essential as it varies
from one customer to another (Scheidt & Chung, 2019). Similarly,
assessing customer needs gives better customer service where the
organisation come to know the pros and cons of their services. In future,
it helps them to make the flaws rectify and gain customer loyalty.
2.In any organisation there are both internal and external
customers. These are all part of the customer–supplier chain. For
the customer to receive a quality product or service, in a timely
fashion at an economical cost, it is necessary that all aspects of
the customer–supply chain meet specific quality objectives.
Elaborate on your understanding of how quality, cost and time all
relate to the customer valued experience.
The tendency of purchasing product of a customer varies in different
ranges. There are customer who only looks for quality product and do
not value in cost. If they find quality products they tends to be the loyal
customer towards the company and participate in trying new products
or services that a company come up with. Quality gives them the
ultimate satisfaction with the company service and products. On other
hand, cost is another factor that matters for a customer as they always
tries to be economical while purchasing products (Habidin, Shazali, Ali,
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Khaidir & Jusoh, 2016). Similarly, the customer who belongs from high
class looks for high price product as according to them it is a quality
good. Moreover, time matter too because failing to provide customer
services on time the customer lose faith and often tends to shift their
buying behaviour towards another company.
3. What do you need to consider when delivering products and
services to customer specifications within organisation’s business
plan?
The following things need to be considered when delivering products
and services:
 The target customer and market need to be identified
 Considering simple solutions that are creative and innovative in
the market place to give customer better experience
 Meeting the needs and demands of the customers
 Make sure it is delivered within time and the services is promoted
wisely
 The organisation need to know what they are selling so that it is
value for money while the customer purchases
4. When monitoring the team’sperformance to consistently meet
the organisation’s quality and delivery standards, what aspects
do you need to consider? Ensure you include the communication
and improvement cycles with the customer experience.
The leader of the team need to make sure that the team responsibility is
distributed equally. Moreover, while distributing roles and responsibility
one need to make sure about the knowledge and experience of the
team. The team’s performance can be monitored by reviewing the work
through a checklist, which checks the improvement or completion of
work. The improvement cycle can be used to check the customer
experience (Brown, 2011). Besides, proper communication need to be
carried out which removes confusion in task. This ensures to deliver
quality and standard good as per customer expectations.
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5. How can you help colleagues overcome difficulties in meeting
customer service standards? Please elaborate on difficulties
experienced that relate to areas of customer contact and
information management.
Colleagues can be helped by taking the initiative to distribute the work
in meeting customer service standards. Sometimes it becomes difficulty
to manage customer information thus; here different methods or
shuffling the work will work better. Moreover, sharing past experience
on handling customers can be discussed which works as a lesson to the
colleagues. Other than that, if a group or a particular customer
behaviour is known that it can be shared that will help in giving better
services.
6. Organisations need to develop and use strategies to monitor
progress in achieving product and service targets, and
standards.Please explain this concept.
In the beginning of financial year or while taking a step towards new
project it very essential to set goal and objectives. The employees,
managers and other business associates follow these paths. Therefore,
the leader develops some targets so that it can be accomplished within
given time. Moreover, strategies are developed to monitor the progress
so that no misplacement is done and the product or services are given
as per it is promised to the customers (Duggal and Verma, 2019).
7. You work as the manager for an organisation. How do you
develop and use strategies to obtain customer feedback to
improve the provision of products and services?
The following methods can be done:
 Asking the customer to give feedback on the portal of company
 Conducting survey and interview
 By benchmarking customer service performance
 Monitoring social channels
 Asking the customers to give feedback on order confirmation page
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8. As a manager, you make decisions to utilise resources
effectively to provide a quality product and service to the
customer. Outline what decisions you need to make including the
internal factor prompts?
In order to take decisions efficiently a manager need to make sure that
organisational policies are followed. The standards, legislations and
code of conduct are also followed equally. Moreover, the resources that
will be used should be safe and secure and thus needs to be chosen
wisely in order to provide quality product and services. Along with that
the manager need to check that the employees are working efficiently.
9. How do you make decisions to overcome problems and to adapt
customer services, products and service delivery in consultation
with appropriate individuals and groups? Please include at least
4 methods and talk about the continuous improvement systems
to adapt processes.
These are done in following ways:
 Problems are overcome by listening to the problem and consulting
with the team
 Focusing on continuous improvement system
 Following work ethics wisely
 Showing empathy, adaptability and carrying out clear
communication
10. When you monitor, adjust and review customer service in an
organisation, you are managing the records, reports and
recommendations within the systems and processes. Outline
what needs to be considered for best practice and include the
range of documents (5) and some customer service
recommendations (5).
For best practise, it is essential to make proper planning and organise
the tasks as per the requirements. The records, reports and
recommendations need to be managed efficiently. Communication from
both sides is also important to avoid conflict situations.
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The following range of documents are essential:
 Business plan
 Order forms and enquiries
 Customer satisfaction survey
 Feedback cards
 Customer reward programs
Customer service recommendations:
 Phone support to talk directly with customers and understand
their mind state
 Email support to maintain business formals
 Live Chart Support to get instant contact with customers and can
connect internationally through internet
 Social media support to keep the customers updated with recent
changes
 Self-service knowledge, which helps some customer to get their
answers by searching itself and give them a comfortable state.
11. Outline how the below legislation and regulatory context may
impact customer service.
 Equal employment opportunity legislation
 Anti-discrimination legislation
 Competition and consumer protection legislation
 Privacy legislation
 Industrial relations legislation
 Work health and safety legislation
 Environmental issues
 Equal employment opportunity legislation: This impacts that the
organisation is valid and does not cheats with employees so it will
be loyal with customer too
 Anti-discrimination legislation: The customer will not feel left
behind due to their age, sex, class or religion
 Competition and consumer protection legislation: Following this
act ensures suitable relationship with customers
 Privacy legislation: The customers can trust the company as they
keep the personal and other necessary details of the customer
confidential
 Industrial relations legislation: This ensures the customers that no
unfair dismissals is done
 Work health and safety legislation: The customers are secured
that the product or services that are given are safe as the
organisation maintains the work place safety and health to
manufacture goods
 Environmental issues: Following this act creates value in the
market place
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12. What are some of your organisation’s policies and procedures
for customer service including handling customer complaints?
The policies are:
 Explaining the staffs to recognise customers right to make
complaints, comments or suggestions regarding the quality that is
provided
 To provide efficient, accessible and fair ways to resolve complaints
 Ensure that all complaints are paid attention and taken necessary
actions to resolve it as early as possible (Schuckert, Liang, Law &
Sun, 2019).
 To provide information to the customer regarding the process of
handling complaints and give commitment regarding continuous
improvement
The procedures are:
 To listen the complaint first by being a good listener
 Record every details of the complaints
 Match it with the facts
 Discuss with team to fix it and act quickly by keeping the promise
 Lastly, follow up with customer and make sure it does not happen
further
13. Elaborate on how to identify service standards and best
practice models.
According to (Gardner, Linderman & McFadden, 2018). service
standards are essential for customers, employees and management of
an organisation. This can be identified by taking survey or interview of
customers. This will let a business know about customer experience. The
survey can include questions like employee attitude and abilities as well
as transaction related questions. This helps to track customer service
satisfaction. Moreover, creating review opportunities for the customers
is also a better way to get feedback and keep on encouraging
interactions with customers. Indeed, customer retention is another way
to know how far the company is providing good customer service. On
other hand, best practice models can be identified by focusing on
organisational needs and selecting measures for that.
14. How would you summarise public relations and product
promotion?
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Public relations includes various ranges of programs that is set for
maintaining organisational image in the market place. With the help of
PR plan, a key role can be performed in the organisation and it is very
effective method to communicate with the public (Leinemann and
Baikaltseva, 2017). Besides, product promotion is a way to make the
product and services reach to the public through the medium of media
outlets such as social networking, television, blogs ad others.
15. Define Customer Behaviour, Customer Needs Research and
Customer Relations.
Customer behaviour: It is the study about the ways an individual selects,
uses, buy and dispose to meet their satisfaction. A consumer undertake
the actions in marketplace towards any product or services.
Customer Needs Research: This is a research undertaken by an
organisation to identify the importance of customer needs and prioritise
their future development.
Customer Relations: This can be referred as an approach that a
company undertakes to manage the effective interaction with potential
customers. Indeed, customer data and perspective on the services and
products are used to improve relationship with customers (Liu, Xue, Xu,
Zhong & Chen, 2018).
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References
Brown, G. (2011). The Discovery of Tourism20111Edited by Stephen L.J. Smith. The
Discovery of Tourism. Emerald Group Publishing Limited, Bingley, UK2010. 258 pp.
US$ 145 Vol. 13 of Tourism Social Science Series. International Journal Of
Contemporary Hospitality Management, 23(2), 275-276
Duggal, E., & Verma, H. (2017). Relationship Quality. International Journal Of Asian
Business And Information Management, 8(3), 14-35.
Gardner, J., Linderman, K., & McFadden, K. (2018). Managing Quality Crossroads in
Healthcare: An Integrative Supply Chain Perspective. Quality Management
Journal, 25(1), 2-17.
Habidin, N., Shazali, N., Ali, N., Khaidir, N., & Jusoh, O. (2016). The impact of lean
healthcare practice on healthcare performance: the mediating role of supply chain
innovation in Malaysian healthcare industry. International Journal Of Critical
Accounting, 8(1), 79.
Leinemann, R. and Baikaltseva, E., 2017. Media relations measurement: determining the
value of PR to your company's success. Routledge.
Liu, M., Xue, Z., Xu, X., Zhong, C., & Chen, J. (2018). Host-Based Intrusion Detection
System with System Calls. ACM Computing Surveys, 51(5), 1-36.
Scheidt, S., & Chung, Q. (2019). Making a case for speech analytics to improve customer
service quality: Vision, implementation, and evaluation. International Journal Of
Information Management, 45, 223-232.
Schuckert, M., Liang, S., Law, R., & Sun, W. (2019). How do domestic and international
high-end hotel brands receive and manage customer feedback?. International Journal
Of Hospitality Management, 77, 528-537.
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Assessment Outcome Written Questions
Question Correct ()
1
2
3
4
5
6
7
8
9
10
11
12
13
14
15
Assessed by ______________________________________________
Assessor Signature_________________________ Date _________
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Project1 – Case Study Report
1. According to the business plan, the organisation would like to deliver
great customer service by providing training sales staff to provide after
sales product support.
Activity
(What is to
be done?)
Objecti
ve
(Why will
we do it?)
Resour
ces
(Where
will it be
done?)
Procedure
s
(How will it
be done?)
Respons
ible
person
(Who will
do it?)
When
?
Budge
t
Train
sales staff
to provide
after
sales
product
support.
To multi-
skill
retail
product
staff and
to
improve
the level
of after
sales
product
support
It will be
done
across all
the 150
retail
outlets.
Deliver
training
programs
Retail
outlet
managers
31
August
In
house.
Addition
al
resourc
es
availabl
e but a
busines
s case
is
require
d.
As a manager you need to develop and manage your marketing plan to
align with the business plan. Develop a marketing plan where you break
the overall activity into small tasks, timelines and responsibilities assigned
for each task and milestones, is the best way. Include implementation,
monitoring, reviewing of the plan covering how you will handle complex
complaints and system problems that lead to poor customer service.
In your marketing plan, ensure you address these points below on how to:
1. develop and manage organisational systems for quality
customer service
Organisational system can be managed by setting policies and
procedures like keeping customer record and giving feedback as per
customer query.
2. develop and review plans, policies and procedures for
delivering and monitoring quality customer service
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Quality is monitored and delivered through reviewing the tasks weekly
and making sure it fulfils the organisational objectives
3. implement policies and procedures to ensure quality customer
service
 To listen to every customers
 Look into the matter very specifically
 Taking feedback and working on it if any weaknesses are
there
4. solve complex customer complaints and system problems that
lead to poor customer service
This can be solved with proper team planning and building coordination
5. monitor and assist teams to meet customer service
requirements
Assisting the team to know customer requirement and thereby solve
the issues or manufacture products as per their requirements
6. develop, procure and use human and physical resources to
support quality customer service delivery
 Recruiting candidates as per the job specification
 Giving chance to freshers so that they can show their innovative
and creative skills
 Training and taking feedback from the candidates
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Assessor needs to use the below checklist to assess the Case Study.
Items Yes/
No
Comments
1 develop and manage organisational
systems for quality customer
service
2 develop and review plans, policies
and procedures for delivering and
monitoring quality customer service
3 implement policies and procedures
to ensure quality customer service
4 solve complex customer complaints
and system problems that lead to
poor customer service
5 monitor and assist teams to meet
customer service requirements
6 develop, procure and use human
and physical resources to support
quality customer service delivery
Assessed by ______________________________________________
Assessor Signature_________________________ Date _________
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Business, Accounting and Finance
BSBCUS501 Manage quality customer
service
Assessment Outcome Record
In order to be deemed competent in this unit, the candidate must answer
all written questions correctly and satisfactorily complete all practical
tasks. In order to complete all practical tasks, all Observation Criteria
need to be satisfied, i.e. demonstrated and marked as an 'S'. The task
summary outcome must be noted as satisfactory to note the
demonstration of a satisfactory outcome for each practical task
requirement.
Student Name
 Not Yet Competent  Competent
Comments
Assessor
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(Name)
Assessor
Signature
Date
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