BSBCUS501: Customer Service Assessment - BSB50415 Diploma of Business

This document presents a comprehensive solution to the BSBCUS501 - Manage Quality Customer Service assessment, focusing on the review and improvement of customer service delivery. The assessment addresses key aspects such as identifying sources of customer service quality information, utilizing these sources for feedback collection, and leveraging technology, including electronic feedback mechanisms like intranet, internet and email, to monitor and review customer service delivery. It also explores strategies for consolidating customer feedback using databases and other controls, along with the necessary training and development activities required to support the feedback process. The assessment further evaluates the effectiveness of the feedback process and provides recommendations for enhancing service and product targets. Finally, it examines relevant legislation and ethical practices applicable to customer service provision, covering areas such as anti-discrimination, consumer law, ethical principles, codes of practice, privacy laws, workplace health and safety, and financial legislation.

Knowledge Assessment
Criteria
Unit code, name and release number
BSBCUS501 - Manage quality customer service (2)
Qualification/Course code, name and release number
BSB50415 - Diploma of Business Administration (2)
Student details
Student number
Student name
Assessment Declaration
This assessment is my original work and no part of it has been copied from any other
source except where due acknowledgement is made.
No part of this assessment has been written for me by any other person except where
such collaboration has been authorised by the assessor concerned.
I understand that plagiarism is the presentation of the work, idea or creation of another
person as though it is your own. Plagiarism occurs when the origin of the material used is
not appropriately cited. No part of this assessment is plagiarised.
Student signature and Date

Version: 20191008
Date created: 22:43
Date modified: 6/9/24
SkillsPoint Technology and Business Services SkillsPoint

Assessment instructions
Table 1 Assessment instructions
Assessment details Instructions
Assessment
overview
The objective of this assessment is to assess your knowledge and
performance as would be required to review the current level of
customer service provided and ensure that products and/or
services are delivered and maintained to standards agreed by the
organisation and the customer
Assessment Event
number
3 of 3
Instructions for this
assessment
This is a written assessment and it will be assessing you on your
knowledge of the unit.
This assessment is in 2 (two) parts:
1. Questions requiring written responses
2. Assessment feedback
Submission
instructions
On completion of this assessment, you are required to upload it or
hand it to your trainer for marking.
It is important that you keep a copy of all electronic and hardcopy
assessments submitted to TAFE and complete the assessment
declaration when submitting the assessment.
What do I need to do
to achieve a
satisfactory result?
To achieve a satisfactory result for this assessment all questions
must be answered correctly.
What do I need to
provide? USB storage device or access to Cloud storage, internet access.
Time allowed
Refer to Unit Assessment Guide for due dates.
The estimated time for a student to complete this assessment 3
(three) hours. Students may complete the assessment outside of
the classroom and submit to their teacher for marking.
Supervision
Your assessor may ask for additional evidence to verify the
authenticity of your submission and confirm that the assessment
task was completed by you, if you completed the assessment
unsupervised.
Assessment
feedback, review or
appeals
Appeals are addressed in accordance with

MANAGING QUALITY
CUSTOMER SERVICE

Part 1: Written response questions
Read the questions carefully. Please ensure you take note of the volume of response
requirement where indicated
1. Identify sources of information that provide insight into the quality of customer service
provided.
Your answer should be a minimum of 100 words but no longer than 150 words.
A1. The Rater model comprises of:
a) Reliability- The business provides after sales service. For instance, to take a water
purifier company, the company promises to give a warranty and service period in
which if anything goes wrong with the device, and the customer is assured that after-
sales service will be provided free of charge.
b) Assurance: assurance is provided in terms of credibility and honesty in product
and service. The customer gets the product as per specifications promised in the
brochure.
c) Tangibles: This refers to the set up provided by the sales store in which there is
ambiance and a feel good factor for customer to come and shop and motivating them
for sales.
d) Empathy: This is usually done in the form of feedback as a part of after-sales
service and implementing those measures to solve any grievances (Nasr, Burton
and Gruber, 2018).
e) Responsiveness: A quick service is provided with efficient problem-solving
measures.
2. Explain how the sources of information identified in question 1 (one) are used to
receive customer feedback.
Your answer should be a minimum of 150 words but no longer than 250 words.
The sources of information provided helps receive customer feedback in these ways:
A2. The after sales service when provided by company service personnel can
also take the feedback of customer whether the customer is satisfied with the
service given and has any recommendations to give. The use of technology like
giving star rating on mobile is also another way of giving feedback nowadays. The
assurance stage can help in customer feedback by sending e-mails and
messages whether the customer received a credible product as per
specifications. The customer can also be called up by the customer service
(Birch-Jensen, Gremyr and Halldórsson, 2020). Tangibles can give customer
information by the revenue generated at the sales shop. This reflects how much
customer is impressed with the ambiance and what frequency the customer visits
the shop. Also customer ratings can be taken on electronic panels or online
websites about their shopping experience. Stage of empathy has measures like
customer feedback taken through personalized mails and solving them quickly.
Also calls can be made to the customer when the grievance is solved to rate the

experience of getting grievance solved. Responsiveness stage denotes customer
feedback answered or grievance answered in a specified period of time. This is
done by time tracking since customer registered complaint and time taken to
solve feedback.
3. Explain the role of technology, specifically the electronic feedback mechanisms used
for monitoring and reviewing customer service delivery eg. Intranet, internet and
email.
Your answer should be a minimum of 150 words but no longer than 200 words.
A3. Technology has changed the way of monitoring the feedback. It has become
easier to get customer feedback through social media websites, online websites
etc. Earlier, the use of door to door mechanism or filling of questionnaire were
present in the forms of feedback as and when customer visited the store. This has
been altered in the form of online communication with customers. These are done
on social websites where customers give their opinion or talk about their
grievances (Nasr, Burton and Gruber, 2018). These are answered by the
business customer support team. The customers' information like mobile numbers
and e-mail ids are taken by the sales staff and then are added to the database of
the company. This information is used for after-sales service and also contacting
with customer what they think of the service and whether they are satisfied with
the product quality. Also at company's websites, chat bots or online
communication is provided where customers can provide their feedback.
4. Describe the strategies used to consolidate customer feedback using databases and
other controls to record and compare data over time.
Your answer should be a minimum of 100 words but no longer than 200 words.
A4. Customer feedback can be collated by determining the categorization of
feedback. The names, address and mobile phone numbers of the customers are
collated in a spreadsheet form. Excel sheets are a convenient way to store the
data where customer data can be stored serial wise and can be searched at a
mouse click. Also database management software are there to accumulate data.
As there are multiple products in the business category, the customers purchasing
a particular product can be categorised in that segment (Birch-Jensen, Gremyr
and Halldórsson, 2020). Accordingly, on a daily basis customers feedback per
category wise are answered considering a target to achieve. Privacy of customer
database is always maintained by not supplying it to other co-related businesses.

5. What are the training and development activities necessary to support this feedback
process?
Your answer should be a minimum of 100 words but no longer than 150 words.
A5. Training and development activities like guiding the executives how to design
questionnaire which can involve all questions concerning a 360 degree feedback.
Training being given to answer the grievances or questions put forward by following a
particular SOP to answer the queries in a structured format. Then there is the
customer support training being given to take in calls of customers and how to reply
to them. The training has to be provided differently regarding domestic as well as
international customers as to how they have to be answered (Thangaiah, Sharma
and Sundharam, 2018).
6. Evaluate the effectiveness of this feedback process and make recommendations for
strategies that will improve produce and service targets.
Your answer should be a minimum of 100 words but no longer than 150 words.
A6. Effectiveness of feedback process and recommendations for strategies
The feedback process effectiveness can be evaluated by sending them personalized
mail messages asking how satisfactory was their conversation with executive and
whether further introspection was needed. There can be rating messages sent to the
customer how satisfied they were with the feedback. Also, the timer set from
registering the feedback till it was addressed can also be used as a parameter to
judge the effectiveness of how fast it was solved. Recommendations to improve the
strategy can be a regular follow-up with the customer and using online chat bots when there
is lack of employee power to address the query.
7. Briefly describe aspects of legislation or ethical practice that may apply to customer
service provision by completing the following table
Your answer should be a minimum of 150 words but no longer than 250 words.
Legislation Description How it is relevant to
Plan2go
Anti-discrimination legislation Anti-discrimination law or
non-discrimination law refers
to legislation designed to
prevent discrimination
against particular groups of
people; these groups are
often referred to as protected
groups or protected classes
This can be relevant in a
way that particular class of
people who are
discriminated in the society
would get fair treatment in
case of customer service
with their rights protected.
Australian consumer law The Australian
Consumer Law (ACL)
includes: a national
unfair contract terms law
covering standard form
The law shall help in
securing consumer rights
and ensure that customer
gets promised product for
the purchase done and

consumer and small
business contracts; a
national law
guaranteeing consumer
rights when buying
goods and services; ...
penalties, enforcement
powers and consumer
redress options
any defectiveness
occurring in products
would have to be
addressed by the retailer.
Ethical principles Ethical principles are
part of a normative
theory that justifies or
defends moral rules
and/or moral
judgements; they are
not dependent on one's
subjective viewpoints.
The ethics will be followed
while doing business with
customers giving them
product of fair quality and
also addressing customer
grievances if any.
Codes of practice A code of practice is a
set of written rules
which explains how
people working in a
particular profession
should behave. The
auctioneers are violating
a code of practice by
dealing in stolen goods
The business shall follow
the code of practice while
interacting with the
customer and during
company's operations.
Privacy laws The Privacy Act 1988
(Privacy Act) is the
principal piece of
Australian legislation
protecting the handling
of personal information
about individuals. This
includes the collection,
use, storage and
disclosure of personal
information in the
federal public sector and
in the private sector
The business will keep the
customer database of the
company safe and will not
share the details of
customer with anyone.
Only feedback purpose will
be completed by the
company by these details.
Workplace health and safety Work health and safety
(WHS) – sometimes called
occupational health and
safety (OH&S) – involves the
management of risks to the
health and safety of
everyone in your workplace.
This includes the health and
safety of anyone who does
work for you as well as your
customers, visitors and
The business will follow
the best practices for
cleanliness and
sanitisation. This will help
keep the environment of
the company clean and
employee and customer
health won't be affected.

suppliers
Financial legislation Financial law is the law and
regulation of the insurance,
derivatives, commercial
banking, capital markets and
investment management
sectors. ... Therefore
financial law as the law for
financial industries involves
public and private law
matters.
The business will follow
the financial and legal
matters which will help
steer away from any legal
hassles and adhering to
code of conduct as per law
also beneficial for the
customers.
8. Locate Plan2go’s Customer Service Charter and explain how this is related to best
practices.
Your answer should be a minimum of 150 words but no longer than 250 words.
A8. Plan2go Customer service charter has the following responsibilities:
a) To treat customer in a courteous and professional manner.
b) To provide innovative teams that create dynamic solutions.
c) To train staff that provides exceptional service.
d) To back up access to online through chat with real people.
e) To not discriminate any person for seeking the services.
f) To support people with disabilities and help them in obtaining goods and
services.
The charter can be related to best practices in following ways:
The customer will be receiving fair treatment as and when he comes to purchase
goods. Innovative measures will be introduced time and then which can help
solve customer queries in short period of time. Quality staff will be present to
guide customers where they need help. Laws will be duly followed without
discrimination and people with disabilities would be helped (Thangaiah, Sharma
and Sundharam, 2018).
9. Summarise your understanding of public relations and product promotion. Your
response should include the difference between the two.
Your answer should be a minimum of 80 words but no longer than 150 words.
A9. Public relations are those which a business builds with customers and clients.
This helps in making the business famous through customer experience being
enriched and this results in spread of word of mouth which acts as a marketing
strategy for the company (Morgan, Clark and Vorhies, 2019).
Product promotion refers to promoting the service or goods which company
will be providing to the customer. This includes doing promotional activities online

and offline to advertise and spread awareness of the product in the customer
segment to be focused.
10. Outline 2 (two) techniques that could be used to deal with a customer with specific
needs.
Your answer should be a minimum of 50 words but no longer than 100 words.
A10. Two techniques which can be used here are Rater and swot analysis.
Through Rater model, customer feedback can be firstly taken, given the tangible
option to choose product and have a quick follow-up with the customer. Swot
analysis will help enable the business know which product would be best for the
customer through analysing these four traits (Morgan, Clark and Vorhies, 2019).
11. Identify and explain the stages that should be followed when dealing with and
managing aggressive customers
Your answer should be a minimum of 150 words but no longer than 250 words.
A11. Ways of dealing with an aggressive customer:
If a customer enters shop and deals in an aggressive manner following steps can be
taken:
a) Understand that every customer has a different mind-set. It can be so that
customer is having a bad day.
b) Customer can be offered a glass of water which can calm him down.
c) Customer can be asked about the product the customer intends to buy and offer
exactly that product without going for the options (Anderson and Han, 2021).
d) The shop owner has to remain calm with the customer and assure him that the
product will be of the best quality.
e) If the product customer wishes to get has to be brought from store, customer can
be politely offered a chair to sit and courteously asked to wait for some time till the
product reaches.
12. Identify and explain the 6 (six) steps in the problem-solving and resolution process.
Your answer should be a minimum of 100 words but no longer than 150 words.
A12. The problem-solving process is one of continuous improvement and
involves:
• Define the problem – The problem has to be defined with clarity and
what is bothering the customer.
• Determine the cause of the problem – It has to be determined by
seeking the root cause or which aspect of service caused the problem to
occur.

• Develop alternative solutions – More than one solution has to be
offered so as to able to identify which option will suit best as per the
situation..
• Select a solution – After alternative solutions are got, one solution
which can satisfy the customer grievance in short and specific time has to
be selected.
• Implement the solution – The solution once decided has to be
implemented and has to be done in a step-wise approach (Anderson and
Han, 2021).
• Evaluate the outcome – The outcome of the solution has to be seen
whether it has been able to satisfy the problem.
13. Describe Plan2go’s policy and procedures for customer service including monitoring
the strategies used to improve customer relation handling customer complaints and
the strategies used to improve customer relations.
Your answer should be a minimum of 150 words but no longer than 200 words.
A13. Plan2 go customer service policy includes the following features:
a) The policy provides avenue for customer satisfaction and feedback.
b) Recognition and promotion of customer's rights including commenting and
providing feedback service.
c) provide staff with information about process of customer feedback (Chatterjee and
et.al., 2020).
Strategies which can be used to improve customer relations:
Customer can be sent greeting cards on special occasions. This will have a positive
impression of the company. The communication with the customers can be done at
all times with online chat bot. Customer loyalty can be achieved if pre and post sales
feedback is regularly done. Customer support facility has to be provided at all times
so that the grievances are solved on one to one basis. In customer feedback,
customer opinions have to be incorporated. The customer database has to be
regularly updated with focus also being given on new customers. A business model
which entitles customer being the centre of the business has to be followed.
14. Explain 2 (two) technique that can be used to investigate customer needs so that
fewer customer complaints are likely.
Your answer should be a minimum of 50 words but no longer than 100 words.
A14. The two techniques pre-sales and post-sales which can be utilised here are :

a) There has to be a pre-feedback over what the customers interests are, what
range they find it affordable to buy the product.
b) There should be a quick after sales service to check whether customer is
satisfied with the product or service.
15. How can an organisation encourage suppliers — both internal and external — to
participate in actively ensuring quality standards are maintained so that fewer
customer complaints are likely?
Your answer should be a minimum of 80 words but no longer than 150 words.
A15. An organisation can communicate with the suppliers that products which are
of inferior quality have to be disowned by the suppliers. They have to check the
expiry date of products that it is not nearby to expire. They have to be diligent in
checking the goods that no defective good is coming in the inventory. For external
suppliers, it has to be seen that the exports coming from outside are in lieu with
the customer's culture and interests and simultaneously in an affordable range
(Chatterjee and et.al., 2020).
16. Explain the terms “Active records” and “business systems” in regard to record
keeping and management methods
Your answer should be a minimum of 80 words but no longer than 150 words
A16. Active records are those which have to be referenced regularly and are a
store of current information in the database. They have to be stored in a
location which is easy to access. The record also has a sort of dealings with
the business currently. They are thus the priority documents of the company.
Business system is the set of SOP being followed in an organisation in which
record management plays a vital role. They drive coordination and
communication, support in decision-making, help in forecasting and act as a
storage of memory for the organisation (Voorhees and et.al., 2017).