Assessment 1: Implementing Customer Service Strategies (BSBCUS401)

This homework assignment addresses the principles of customer service, organizational structure, and customer service standards, drawing from the BSBCUS401 unit. The assignment requires the student to define customer service principles, providing workplace examples for each, and identifying sources of information on customer service techniques. It further explores how organizational structure influences customer service delivery, providing workplace examples. The assignment also defines customer service standards, explaining their importance with a workplace example, and identifies features of customer service best practice models. The student demonstrates their understanding of customer service concepts through detailed explanations and practical examples.

Assessment Task 1 BSBCUS401 Coordinate implementation of customer
service strategies
Customer service knowledge
test
Submission details
Candidate’s
name
Phone
no.
Assessor’s
name
Phone
no.
Assessment site
Assessment
date/s Time/s
The assessment task is due on the date specified by your assessor. Any
variations to this arrangement must be approved in writing by your
assessor.
Submit this document with any required evidence attached. See
specifications below for details.
Performance objective
For this task, you will demonstrate knowledge of relevant legislation,
customer service principles, organisational business structure, product and
service standards and best practice models.
Assessment Description
You are required to answer a series of questions on relevant legislation,
customer service principles, organisational business structure, product and
service standards and best practice models.
Procedure
1. Review the customer service questions below. Note that this is an
open-book assessment, so you may use your Student Workbook to
assist you to answer these questions.
2. Provide written responses to the questions in line with the
specifications below.
BSBCUS401 Coordinate implementation of customer service strategies 1st edition
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Assessment Task 1 BSBCUS401 Coordinate implementation of customer
service strategies
Note: If you need help understanding any questions, ask your
assessor to explain. Many questions require a workplace example.
Where possible, use examples from your own place of work to
illustrate your understanding of customer service concepts. Where it
is not possible to identify examples from your own place of work, you
may imagine other examples or conduct research.
Specifications
You must provide:
● written responses to the customer service questions below.
Your assessor will be looking for knowledge of:
● key provisions of relevant legislation from all levels of government
that may affect aspects of business operations, such as:
○ anti-discrimination legislation
○ ethical principles
○ codes of practice
○ privacy laws
○ environmental issues
○ work health and safety (WHS)
● principles of customer service
● organisational business structure, products and services
● product and service standards and best practice models.
Adjustment for distance-based learners:
● no variation of the task is required
● a follow-up interview may be required (at the discretion of the
assessor)
● documentation can be submitted electronically or posted in the mail.
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Assessment Task 1 BSBCUS401 Coordinate implementation of customer
service strategies
Customer service questions
Question 1:
What are the principles of customer service? For each principle, give a
workplace example of how the principle is applied.
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Assessment Task 1 BSBCUS401 Coordinate implementation of customer
service strategies
The customer service principles are-
1. Identification of perceived quality by the customers and their expectation
2. Reducing Discrepancy between the promises made by an organization and
the actual performance of the offered products
Kano’s model of customer satisfaction indicates that customers become highly
satisfied (Cook,2017). On the contrary, when the perceived quality of the
products or services fails to meet the expectations of customers, the level of
satisfaction reduces. Therefore, while delivering customer service, the
businesses need to identify expectations of the customers and require ensuring
that the perceived quality of service meets the expectation.
The contrast theory of customer satisfaction indicates that the disconfirmation
among the customers increases with the level of discrepancy between the
promise made by the organization and the customer’s experience with the
services (Cook, 2017). If an organization delivers more than the promise, the
satisfaction increases.
Example for Principle 1--Present organization of the researcher focuses on
seeking feedback from the customers after serving them. The feedback helps
the organization to identify the expectations of the customers and adjust their
services accordingly to attain a high satisfaction level. Collecting feedbacks
helps the organization to identify expectations of the customers and make
changes in the product or service quality accordingly. In-depth understanding of
the expectations helps organization to meet those.
Example for Principle 2—The organization shares clear information regarding
availability, price and delivery time while selling products to customers and
emphasize on reducing. In case of delayed delivery or change in price, the
organization informs the customer in advance. The transparency in
communication helps the organization to reduce any discrepancy between the
promise and performance of products.
Reference
Cook, S. (2017). Measuring customer service effectiveness. Routledge
Question 2:
List three sources of information about customer service techniques.
BSBCUS401 Coordinate implementation of customer service strategies 1st edition
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Assessment Task 1 BSBCUS401 Coordinate implementation of customer
service strategies
Three sources to obtain information on customer service techniques are as
follow—
1. Cook, S. (2017). Measuring customer service effectiveness. Routledge.
3. Goodman, J. (2019). Strategic customer service: Managing the customer
experience to increase positive word of mouth, build loyalty, and maximize
profits. Amacom.
2. Xu, A., Liu, Z., Guo, Y., Sinha, V., & Akkiraju, R. (2017, May). A new chatbot for
customer service on social media. In Proceedings of the 2017 CHI Conference on
Human Factors in Computing Systems (pp. 3506-3510). ACM.
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Assessment Task 1 BSBCUS401 Coordinate implementation of customer
service strategies
Question 3:
What are some ways that organisational structure could affect the delivery
of customer service? Give workplace examples.
The organisational structure has a significant impact on customer service. The
ways in which, the customer service can be affected by the organizational
structure are as follow--
1. Influencing communication among all the departments-- The organizational
structure influences the communication among the employees. In the case of
matrix structure, all the teams in an organization can communicate freely (Xu et
al., 2017). As an impact, the information on the needs of customers is shared
with every team. It, in turn, helps the teams to make necessary changes in their
activities so that the service can meet the expectations of the customers.
2. Involvement of management-- The level of management involvement in
organizational activities is also dependent on the organizational structure. In the
case of bottom-up and matrix structure, the lower-level staffs can share the
information regarding the expectation of customers with the management. It, in
turn, can help the management to develop strategies to offer better customer
service.
Example--In the present organization, the management arranges meetings once
in a month with all the staffs to collect information on the issues in customer
service. Further customer service strategies are developed accordingly.
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Assessment Task 1 BSBCUS401 Coordinate implementation of customer
service strategies
Question 4:
What is the customer service standard? Why are they important? Give a
workplace example.
The customer service standard can be described as a guideline that shapes the
relationship between a business and the customers. The customer service
standard sets the rules and expectations for any transaction with a customer.
The customer service standard is important to maintain the quality of the
customer service in terms of timeliness, accuracy and appropriateness
(Goodman, 2019). The experience of a customer with an organization is
influenced significantly by the quality of customer service. Delivering quality
customer service is necessary for retaining them. The customer service
standard is important for maintaining the quality of the customer services.
Example--In the current organization of the researcher, orders of the customers
are processed within 24 hours. It indicates that the organization gives
importance to delivering customer service on time.
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Assessment Task 1 BSBCUS401 Coordinate implementation of customer
service strategies
Question 5:
Identify four common features of customer service best practice models.
The customer service best practice models give importance on—
1. Identification and managing expectations of customers
2. Aligning the perceived quality of products and services with customers’
expectations
3. Maintaining customer service standards
4. Collecting information on the experiences of customers
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Assessment Task 1 BSBCUS401 Coordinate implementation of customer
service strategies
End of questions
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