Customer Service Project: Coaching, Stakeholders, and Ideas

This project delves into customer service management, focusing on coaching techniques, stakeholder analysis, and strategies for improving customer service within a restaurant setting. Task 1 explores how to coach colleagues in providing excellent customer service, detailing the steps involved in the coaching process, including assessment, development, and follow-up. Task 2 requires identifying stakeholders for a small restaurant and illustrating their inter-relationships through a diagram, emphasizing the importance of understanding stakeholder dynamics for business success. Task 3 addresses how to present a new idea to improve customer service, proposing a plan to address the issue of serving multiple customers simultaneously, and presenting the solution to the manager. The assignment aims to assess the student's understanding of customer service principles, their ability to analyze business situations, and their capacity to develop and communicate effective solutions. The project assesses the student's ability to apply customer service principles in real-world scenarios.

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Details of Assessment
Assessment Type Customer Service Project
and Role-play (IN PAIRS)
Details of Subject
Subject Name Customer Service
Details of Unit(s) of
competency
Unit Code (s) and Names BSBCUS501 Manage
Quality Customer service
Details of Student
Assessor’s Name
Assessment Outcome
Assessment
Result Competent Not Yet Competent Marks /50
Feedback to Student
Progressive feedback to
students, identifying gaps
in competency and
comments on positive
improvements:
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Purpose of the Assessment
The purpose of this assessment is to assess the
student in the following learning outcomes:
Competent
(C)
Not Yet Competent
(NYC)
1.1 Investigate, identify, assess, and include the
needs of customers in planning processes
1.2 Ensure plans achieve the quality, time and cost
specifications agreed with customers
2.1 Deliver products and services to customer
specifications within organisation’s business plan
2.2 Monitor team performance to consistently meet
the organisation’s quality and delivery standards
2.3 Help colleagues overcome difficulties in meeting
customer service standards
3.1 Develop and use strategies to monitor progress
in achieving product and/or service targets and
standards
3.2 Develop and use strategies to obtain customer
feedback to improve the provision of products and
services
3.3 Develop, procure and use resources effectively
to provide quality products and services to
customers
3.4 Make decisions to overcome problems and to
adapt customer services, products and service
delivery in consultation with appropriate individuals
and groups
3.5 Manage records, reports and recommendations
within the organisation’s systems and processes
Assessment/evidence gathering
conditions
Each assessment component is
recorded as either Competent (C) or
Not Yet Competent (NYC). A student
can only achieve competence when
all assessment components listed
under “Purpose of the assessment”
section are recorded as competent.
Your trainer will give you feedback
after the completion of each
assessment. A student who is
assessed as NYC (Not Yet
Competent) is eligible for re-
assessment.
Resources required for this
Assessment
 Computer with relevant
software applications and
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access to internet
 Weekly eLearning notes
relevant to the
tasks/questions
Instructions for Students
Please read the following
instructions carefully
 This assessment has to be
completed In class At
home
 The assessment is to be
completed according to the
instructions given by your
assessor.
 Feedback on each task will be
provided to enable you to
determine how your work could
be improved. You will be
provided with feedback on your
work within two weeks of the
assessment due date. All other
feedback will be provided by the
end of the term.
 Should you not answer the
questions correctly, you will be
given feedback on the results
and your gaps in knowledge.
You will be given another
opportunity to demonstrate your
knowledge and skills to be
deemed competent for this unit
of competency.
 If you are not sure about any
aspects of this assessment,
please ask for clarification from
your assessor.
 Please refer to the College re-
assessment for more information
(Student Handbook).
GENERAL INSTRUCTIONS:
This assessment is to be completed by Week 7. Your assessor may wish to set a timeframe for your
role-play before week 7. Kindly check eLearning for further details.
You may need to conduct some research of your own to answer these questions. Books and the
internet are useful sources of information. Cut and paste answers and COPYING from classmates,
even from the previous terms, will have NO MARKS. Late assessments will get a maximum mark of
25/50.
TASKS AND ROLE-PLAY (50 MARKS)
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TASK1. A colleague has asked you to coach them in the provision of good customer service
techniques. Explain how you would go about doing this. To answer this question you will need to
research the coaching process then demonstrate that you understand how coaching procedures can
be applied and why these are necessary, in such situations, to have some understanding of adult
learning needs. (5 marks)
In order to provide coaching to colleagues related to the provisions of good customer care
services techniques, it includes four steps of coaching process which includes the following phases:
I Phase Assessment: This is the phase where I will first assess their strengths and weaknesses in
relation to customer service techniques. This will help to gather the information related the areas
which I need to focus on. After analysing their weak areas I will develop a plan which will defines
goals and objectives to be achieved.
II Phase: Development: In the second phase I will coach my colleagues in the areas of weaknesses in
which will help in generating awareness related to skills, knowledge and strategies which can improve
their customer services techniques. I will use the techniques of questions, observation as well as
feedback. I will make sure that tools and techniques used will support their development process. I will
regularly provide them practices in a same field which will enhance their behavioural skills and
knowledge which is essential for improving their customer service techniques. I will provide them what
they need to know about the customer service techniques before undertaking the coaching process.
As some of my colleagues come with different knowledge and skills and background, learning styles,
needs and interests. So, I will try to tap into experience through the techniques of experiment such as
discussion, problem solving activities, simulations or even case methods.
Also, I need to motivate them need to keep them involves in the coaching process, this
improve their learning process. This can be done by role-playing and other activities as adults learn
more efficiently when they participate actively as this will create an opportunity for them to take part
within their own learning process. Mostly Adults learn quickly what they practice, so, this phase will
help my colleagues to learn every thing what they want to learn about the customer care service
techniques.
III Phase-Follow-up: During the every phase of coaching process, their performance will be reviewed
regularly and their errors will be corrected on a regular basis. This will help to develop a stability
related to knowledge and skills developed in them. This phase will allow me to check what they have
learnt and to clear their doubts which is essential during coaching process.
TASK2. Stakeholders are people who have an interest in a particular issue. A stakeholder is anyone
significantly affecting or affected by someone else’s decision-making. The first step in stakeholder
analysis is identifying who your key stakeholders are.
Imagine a small restaurant in a busy suburban street. The restaurant seats fifty (50) people. It has a
modern cuisine style menu. The business is a partnership between a husband and a wife.
Identify the stakeholders for this restaurant. Draw a diagram showing the inter-relationships
between the various stakeholders you have mentioned.
(5 marks)
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Following are the stakeholders of the restaurant:
Owners
Suppliers
Workforce
Designers
Guests and community
Commercial Banks
Municipalities and institutions.
Inter-relationship:
An Inter-relationships between the stakeholders can play an important role success or failure
of a restaurant business and their relationship can be defined below:
Owners and Guests and community: There should an effective relationship between the two
stakeholder of the company. It is owners of the company who establish a restaurant to provide
restaurant to its guests and community and where gusts sit and eat and drink something. If owners of
the company makes a change in the policy or food services of the restaurant can have an effect on
the preferences of the customers (Lee, Lee and Jones, 2016). Similarly, if guests or customers needs
and preferences changes it will affect decision-making process of the owners of the restaurant.
Municipalities and Guest and community: There is a strong inter-relationship between the two, it is
the responsibility of municipalities and institution to keep check on the quality of products and services
which are offered by the restaurant. Similarly, Guests and communities can register any sort of
complaint at municipal centres or institutions which can result in improving the restaurant services.
Workforce and Designers: Workforce or employees of the restaurant forms an important stakeholder
of the restaurant, these are the stakeholders on which quality of products and services depends upon
(Ali, 2016). There is a close inter-relationship workforce and designers of the restaurant. As it is the
employees who know the preference and choice of customers, they can give instructions to restaurant
designers how to design the restaurant internally and externally. This inter-relationship between the
two can be beneficial for the restaurant as it will help in attracting the customer within the community
or in a society. Their inter-relationship plays an important role for the development of a restaurant
business.
Commercial Banks and Owners: There exists the most important relationship between the two, they
work in collaboration in order to benefit each other. When ever owner need capital for growth and
expansion or need finance for establishing new branch owners of the restaurant can easily acquire
finance from the commercial banks. In return, when ever company operates in profit, it can deposit the
profit gained in the commercial bank which can increase value of their banking business.
TASK3. If you or your team/workgroup identified a problem or developed a new idea with regards to
improving customer service, how and to whom would you present this idea? (5 marks)
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Illustration 1: Stakeholders of Restaurant

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If I found that there is a problem with in the restaurant that restaurant is not able to serve
multiple customers at the same time. Restaurants inability to serve multiple guests at the same time
can result in the loss to higher extent. This problem faced by the restaurant can be dealt by
developing proper plan which can be as follows:
To,
The Manager,
Running a restaurant requires a trained staff and experienced staff in order to perform
various duties at the same time. As our restaurant is facing the problem of inability of serving
multiple customers at the same time. In order to overcome the issue or take care of customer
requests following plan can be followed. This plan will include various employees of the restaurant
which will be assigned duties and responsibilities as per their position.
Manager: It will be the responsibility of a manager to oversee the various operations of the
restaurant as he is responsible for the success of restaurant. In addition to its tasks such as
supplies, scheduling, interactions, managing of orders etc manager must help other staff members
who need any sort of help or support or if any staff member is falling behind. For example if kitchen
have to full number of orders at the same time, manager should know how to help a chef.
Server: Server of the restaurant should be capable of serving many customer requests at the same
time which should be done in addition to taking orders from the customers. Also, wait staff should
keep their focus on their assigned stations. For example, if customer of a co-worker is busy in taking
orders, the server who is close should try take the orders as soon as possible. Also, waiters should
try to combine various orders at the same time which will help in serving multiple customers at the
same time.
Cooks/Chef: As our restaurant have a type of cooks who can prepare multiple dishes at the same
time but currently they have been assigned with limited number of dishes which they can prepare.
So, during the busy times cooks should try to improve their productivity by preparing multiple dishes
at the same time. This strategy will save time and money of the restaurant.
So, kindly consider this plan which can help in improving the performance of the restaurant
by serving the multiple customers at the same time.
Yours Sincerely.
ABC.
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TASK4. Being able to provide customer service is not an innate skill. Discuss 3 ways on how
employees can learn the skills needed to provide good customer service. (5 marks)
Following the 3 ways through which employees can learn skills which are needed for providing good
customer care services:
Hiring experts: First it is important for an employee to make sure that they should have right and
appropriate skills for managing the customer needs. But it is equally important for them to know that
what are the skills that they are looking for providing effective customer care service. One way
through which employees can learn skills of providing a good customer care service is Hiring problem
solvers (Vafeiadis and et.al., 2015). As good customer service is a good problem solving, in order to
deliver good customer service company can hire people externally which can provide training to
employees for improving their skills. As by hiring experts external to company can provide guidelines
and traing them to higher level which can surely improve customer care skills in the employees of the
organisation.
Internal Training and development program: Also, restaurant can organise training programs for
the employees which can be provided by a person who has huge in customer service field. This is
also one the best where employee of the restaurant can learn skills of providing good customer care
service. It is also a cost effective strategy and is the easiest way through employees can learn skills.
Here employee can also go through on the job training and can gain practical knowledge
simultaneously. With the help of this method employee can learn skills easily and quickly.
Providing customer care courses: This is the best way where employees can learn skills required
for providing good customer care services. In such coursed employees are made familiar with number
of skills required and skills which are essential for providing customer care service, This may include
the courses of customer care management or e-learning courses (Aparicio, Bacao and Oliveira, 2016).
These courses are provided by professionals which covers every field of customer care services that
can help in improving skills of employees in the organisation. So, this is one of the best way where
employee can gain knowledge and skills in an effective way that can help in learning good customer
care services.
TASK5. In any organisation, there are both internal and external customers. These are all part of the
customer – supplier chain. For the customer/end-user to receive quality products/services, it is
necessary that all aspects of the customer–supply chain meet specific quality objectives. Who actually
sets these quality standards and how are they set? Identify 2 entities and explain. (5 marks)
There are two major entities in Australia who are assigned the duty of setting up quality standards:- Standards Australia:- It is an extremely old institute which develops voluntary standards or
permanent standards which are related to technical aspects regarding the quality for goods
and services. Both Standards Australia and Standards New Zealand work together to
formulate those standards that help in maintaining quality. There is a series of steps i.e.
identification of the technical issue, adding issue to the agenda where project proposal is
prepared), Researching and considering the issue, Consulting with stakeholders, Issuing
standard or other pronouncement, submission to international organisations, Comments from
the stakeholders in Australia and finally its implementation and compliance (Standards
Australia, 2018). These help in setting up various standards related to the different aspects
and cost A$ 120 but there has been increasing arguments that since these are national
standards, they should be provided free of cost. However, there is a vast process and
Standards Australia have been controlling their implication extremely well for past 97 years in
Australia.
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 International Organisation for Standardisation (ISO):- ISO is an international organisation
and there standards are fervently followed by Standards Australia as well. The steps involve:-
Preliminary Work Item, New Proposal, Approved new work item, Working Draft, Committee Draft,
Final Committee Draft, Draft International Standard, Final Draft International Standard, Proof of New
International Standard and finally International Standard.
This standard helps in development of those products and services that are safe for the usage and do
not harm the health and safety of the users in any manner and thus act as a safeguard for consumers
(Developing standards, 2019). A product or service which is ISO marked ensures that the product is
safe to be used and will not compromise with safety of its user.
When any product meets these standards, it gets immediate approval and the brand value of these
products increases. However, setting up these standards is not an easy process and involves lot of
steps that need a lot of time to be approved and finally take form of standards that are accepted by
everyone.
TASK 6. ROLE-PLAY (25 marks)
This is a practical assessment to ensure the learner participates in customer service
interactions/transaction situation using a role-play script in a simulated environment. Pairs are
required in this assessment. Your assessment partner will play the role of a customer and you as the
service staff and vice versa. Your trainer will play the role of your supervisor. Your role-play should
include a conversation between 5-10 minutes with the customer.
Organisational Context: You have started to work as the customer service officer in a fashion retail
organisation Academy Brand. On a day to basis you and your colleagues handle customer
service issues and complaints that are diverse in nature. Some of the situations that you
face are:
1. A customer enquires/wishes to purchase or experience your company’s products and
services
2. A Customer Is Confused About What He or She Wants or Needs
3. When a Customer Makes a Racist Remark
4. When a Customer Asks to Be Served Ahead of Other Waiting Customers
5. When a Customer Has a Negative Attitude About Your Company Due to Past
Experiences
6. When a Customer Is Experiencing a Language Barrier
7. When the Customer Insults Your Competence
8. When You Don't Have the Answer
9. When You Need to Clarify Commitments
10. The Customer is agitated
11. The Customer has defective merchandise
12. You receive a Complaint about Rude Employees
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13. A customer feels you have ‘ripped’ them off
Selecting on any of the above listed situations, you are required to manage the customer service
situation by developing and participating in a role-play situation.
You are required to:
 Develop the detailed scenario script that contains conversations of both people for the role
play
 Consult the supervisor in regards to the service situation (if referral is required)
You are required to address the following in the role-play discussions and script:
I. Investigate and assess, and include the needs of customers in planning processes
II. Ensure plans achieve the quality, time and cost specifications agreed with customers
III. Deliver products and services to customer specifications within organisation’s business plan
IV. Monitor team performance to consistently meet the organisation’s quality and delivery
standards
V. Help colleagues overcome difficulties in meeting customer service standards
VI. Develop and use strategies to monitor progress in achieving product and/or service targets
and standards
VII. Develop and use strategies to obtain customer feedback to improve the provision of products
and services
VIII. Develop, procure and use resources effectively to provide quality products and services to
customers
IX. Make decisions to overcome problems and to adapt customer services, products and service
delivery in consultation with appropriate individuals and groups
X. Manage records, reports and recommendations within the organisation’s systems and
processes
Sample Script Style:
Customer Service Officer: Hi, I am John, How are you today and how can I help you?
Customer: Hi, I am Kelly. Good, Thanks.
ROLE PLAY SCRIPT
Role-play topic: When a Customer Has a Negative Attitude About Your Company Due to
Past Experiences
A customer named Michael is extremely sceptical about the clothes provided by Academy brand.
Previously he bought a pair of jeans which proved to be of extremely bad quality and ow the
customer support officer(CSO) has a good chance of recovering the lost customers. Following role
script can be used as an insight to determine the correct procedure of conversation-
CSO- Hello Mr. Michael! How can I help you today?
C- Hello! I need to order a Tux for an upcoming wedding.
CSO- Oh congratulations! Do you have a particular specifications?
C- Firstly I would like to ascertain the quality of the material that you have.
CSO- No problem sir! We can show you the portfolio of different materials.
C- No! I would like to rather see the material itself.
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CSO- Okay! Sir that would take 2-3 days but can I know the reason for this doubt. We have always
focused on providing excellent quality products.
C- I shopped from your store earlier and that was the worst pair of jeans that I bought in my entire
life!
CSO- That is treated as an extreme level offence in our company as we never compromise with
quality. I am sorry for the inconvenience but did you complain about the product?
C- Yes! I queried regarding the process for getting a refund or an exchange and the response was
extremely careless where I was regularly contacting regarding my problem but no proper response
was given to me.
CSO- I am extremely sorry sir but we usually address these requests immediately...
C- I even visited your store mister, but nobody had enough time to listen what was my problem and
respond to that accordingly.
CSO- Okay sir! What has happened cannot be changed but one thing can be done. We have the
policy of giving refunds if requested on valid basis within 1 month with immediate effect. How much
time has passed since you purchased that jeans?
C- It has been six months.
CSO- Okay! Although your refund period has expired but I can still manage something. Let me call
my supervisor.
S- Hello Mr. Michael! Ben (CSO) told me that you got a poor quality jeans and could not get a
refund for it even after requesting for it!
C- Yes correct!
S- Can you show me order number of bill i.e. any kind of evidence?
C- Yes sure sir! Here it is!
S- Okay I will first enquire regarding the reason for poor quality and then further identify which
customer complaint executive handled your request and why was it not addressed. You give me
just one day time. And tomorrow we will bring cloth samples of your Tux as well.
C- Okay! Thanks! I will visit tomorrow by 11 o clock.
(Next Day)
CSO- Hello Mr. Michael! Come I will take you to my supervisor’s office.
S- I have identified that the reason for delay in addressing your grievance. I would like to tell you
that quality has been compromised because of lack of due diligence i.e. carelessness on part of
the manufacturer and that entire batch of jeans was faulty. However, we sold only 10 jeans form
that batch before identifying the fault in quality and removing it form the market. Out of those 10
jeans we received complaints for 8 of them and I was informed that all of them have been
addressed satisfactorily.
C- But I am the proof that what you were informed is wrong and I did not get refund.
S- Yes Sir! And we are sorry for that. The complaint executive who handled your request, William
has been removed from that team as there were increasing complaints about him.
C- Now that is a good step! But it still does not solve my issue.
S- Further, I would like to inform you that your complaint has led to reviewing of the entire
manufacturing process and we are planning to implement stricter quality controls where if defect
occurs at one level, it will be immediately stopped at next level.
CSO- Yes Mr. Michael! And we have also decided that the employees who will be hired in the
manufacturing unit and customer care unit will have to face additional tests. Hiring process will
become a bit tougher.
S- And coming to your personal grievance, I cannot refund you for the poor quality jeans you
purchased 6 months ago, but I can do one thing, I can give you an additional discount on the
material of tux that you are purchasing or if you make any purchases in the future.
C- I am overwhelmed by the seriousness with which you addressed my issue but there are still
many doubts in my mind regarding quality.
S- I understand sir, it is natural to have this tendency. But it is also our duty to assure our customer
regarding quality. Come I will show you the sample cloth for your tux.
C- Well this is an extremely good quality cloth but what is the guarantee that the stitched tux that I
will buy will be of same quality cloth.
S- You can do one thing. Place the order for your tux and get it stitched. If you find that quality has
been compromised with on the day of your purchase, do not buy it and we will immediately give
you another pre-sticthed piece that we displayed before you.
C- That sounds good! But what is the guarantee that I will get a discount if you are not in the store
on the day of purchase.
S- I am giving you a voucher which has my written statement and my signature regarding the
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special terms and conditions that we have agreed upon and Ben here has complete knowledge
about it. I will further inform about this to Stacy, our cashier and I am giving you my visiting card
through which you can reach me or my secretary any time.
C- Well thanks! I must stay my issue being addressed must have been an accident and receiving
that faulty jeans as well. You have also changed my perception about the company and I think that
I should not be quick in forming wrong judgements.
S- That is an honour Mr. Michael. We cannot apologise enough for inconvenience we caused you
earlier.
C- Oh never mind a little trouble! And guess what, if I find the tux of good quality which I am sure it
will be, I will even recommend it to my friends and family.
S- Thank you very much sir! It was a pleasure meeting you.
CSO- Keep visiting.
Decision making & recordkeeping:
It was decided by supervisor of Academic Brand that the employees hired would have better
qualifications and the quality standards were also upgraded. Further, the records that were
maintained would now include an additional book stating consumer grievance where different
stages at which the complaints filed by consumers would be recorded and evaluated regularly.
ROLE-PLAY ASSESSING GUIDE (for trainer use only)
The Trainer is to assess the learner’s role-play performance using the Checklist provided below.
DID THE CANDIDATE SATISFACTORILY ADDRESS THE
FOLLOWING:
C NYC
1.1 Investigate, identify, assess, and include the needs of customers in
planning processes
 
1.2 Ensure plans achieve the quality, time and cost specifications agreed
with customers
 
2.1 Deliver products and services to customer specifications within
organisation’s business plan
 
2.2 Monitor team performance to consistently meet the organisation’s
quality and delivery standards
 
2.3 Help colleagues overcome difficulties in meeting customer service
standards
 
3.1 Develop and use strategies to monitor progress in achieving product
and/or service targets and standards
 
3.2 Develop and use strategies to obtain customer feedback to improve
the provision of products and services
 
3.3 Develop, procure and use resources effectively to provide quality
products and services to customers
 
3.4 Make decisions to overcome problems and to adapt customer
services, products and service delivery in consultation with appropriate
individuals and groups
 
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3.5 Manage records, reports and recommendations within the
organisation’s systems and processes
 
THE OVERALL PERFORMANCE WAS
COMPE
TENT

NOT
COMPET
ENT

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