BSBCUS403 Customer Service: Feedback Form and Analysis

This assignment focuses on analyzing a customer service feedback form and related materials to evaluate employee performance and customer service standards. The solution includes a sample feedback form, along with the assignment brief which covers topics such as implementing customer service standards, defining customer service strategies, and understanding customer service models. The assignment requires the creation of tools to gather feedback, analyze legislative requirements, and develop training plans. It also includes monitoring and evaluating training performance, assessing development needs, and creating a training schedule based on a case study and self-evaluation forms. The goal is to enhance customer service, improve team performance, and meet and exceed customer expectations by identifying training needs and implementing effective strategies. The assignment also includes a customer service system and the characteristics of a great customer service representative.

COMPANY NAME
Feedback Form
Dear Customer,
The Employee feedback form is a measure of employee performance analysis. Our organization takes all measures to
ensure that the service quality remains top-notch and in order to understand your expectations better, we would like to
request you to fill in the employee feedback form. It would help us in understanding the performance needs better.
Below are the details of the employee under review. We request you to kindly keep this form and its content confidential.
The skills mentioned here are evaluated in accordance to the current job roles and responsibilities. Please feel free to list
any other skill that you feel is at work
Kindly rank our employee on a scale of 1 to 5, with 5 being the highest and 1 being the lowest score. Also, the end of the
form represents a comments section, if you would like to communicate any distinctive factor directly.
We thank you for your time and contribution in enhancing our services.
Directions: Rank on a scale of 1 to 5. Please mark clearly and only once in each row.
Name Mary Supervisor ABC
Date DD/MM/YYYY Designation Customer Service Officer
# Skills Scoring
5 4 3 2 1
1 Behavior and Etiquettes
2 Communication – Verbal
3 Communication – Written
4 Time management
5 Microsoft Office Suit
6 Complaint Management
7 Turnaround Performance
8
9
10
Comments
________________________________________________________________________________________
________________________________________________________________________________________
________________________________________________________________________________________
Please let us know if we can improve this process. Thank you again!
Best Regards,
Company Name