BSBCUS501 Project: Strategies for Managing Quality Customer Service

This project, designed for the BSBCUS501 unit, focuses on managing quality customer service within the context of Innovative Widgets. The assignment begins with an analysis of customer service call data to identify performance shortfalls, including increased call volumes and staff turnover. A report to the board summarizes team performance, identifies causes for service issues, and proposes solutions such as staff training and hiring additional personnel. The project includes crafting a professional email response to a customer complaint, demonstrating effective communication and problem-solving skills. Part B involves a role-play exercise where the student coaches an underperforming employee, Mary, focusing on improving her speaking, listening, and responsiveness skills, with the aim of improving customer interactions. The assignment demonstrates the application of customer service management principles through practical analysis, communication, and coaching.

Manage quality customer service

Contents
Part A...............................................................................................................................................2
Review information about Innovative Widgets...........................................................................2
Review of customer service call data..........................................................................................3
Brief report to board....................................................................................................................3
a. Summarize customer service team performance.................................................................3
b. Identify possible causes of customer service shortfalls.......................................................3
c. Identify options to address the problem/s............................................................................3
Email to Yore Mine Company.....................................................................................................3
Part B...............................................................................................................................................4
Role play exercise........................................................................................................................4
Reference.........................................................................................................................................5

Part A
Review information about Innovative Widgets
Innovative widget is a widget supplier based in Australia. The vision of the company is to ensure
supply of safe and quality widgets to keep Australian businesses running smoothly. In this
regards the mission of the company is to innovate new ways of testing and manufacturing
widgets, deliver high quality of customer service, provide quality widgets to Australian
businesses and have the best safety record among widget companies.
Review of customer service call data
The review reveals the following-
Firstly, starting from June the number of calls has increased in every month till December over
the last year. Especially in September, October and November the increase was by 7%, 10% and
12% over the same months in last year. Thus the pressure on staffs in terms of number of calls
they have to handle has increased.
Secondly there is an absence of experienced employees. John has left for his annual leave in
October for 2 months and Nitin has quit. Thus, new joiners Taya and Mary have been subjected
to immense pressure from their day of joining.
This combination of inexperience and added pressure has led to a quality drop in customer
service.
Brief report to board
a. Summarize customer service team performance
Over the past few months there have been feedback about drop in customer service. The
customer service is not what it used to be.
b. Identify possible causes of customer service shortfalls
The primary reasons are-
 Increase in number of customer calls

 One senior staff going on annual leave and another quitting the job- leading to increase
pressure on new comers who are unable to deliver
c. Identify options to address the problem/s.
For addressing the problems
 New employees should be adequately trained
 More staffs can be hired to distribute pressure
Email to Yore Mine Company
Dear sir/ Madam,
After going through your complain, I have come to understand that there are two problems that
are bothering you at present
1. Delay in delivery of your order
2. Receipt of materials not conforming to your requirements (6mm widgets against oder for
7 mm widgets)
I on behalf of innovative widgets apologize for the fault and the trouble caused. I will personally
initiate a thorough review of the system and ensure that such things do not crop up in future. I
additionally assure you that you materials would be delivered by today. I will be keeping
personal track on the order status to ensure the same.
If you need any further assistance from our end please do not hesitate to contact the undersigned.
Regards,
Part B
Role play exercise
By studying Mary’s behavior, it is evident that there are several areas where she needs to
improve- Speaking skills, listening skills and responsiveness. The areas can be addressed by
coaching Mary (Cox, Bachkirova and Clutterbuck, 2014). At first Mary would be told about the
importance of her function. This would be followed by making her read the policy document for

handling consumer complains. After she has gone through a preliminary read each point would
be further explained. Then questions about different situations would be put forward to Mary to
understand her reaction (Martens, 2012). Then Mary would be acting on behalf of Yore Mine
Co. while I will try to address her problems and thus show her the way to deal with such
situations (Jackson and Back, 2011).

Reference
Cox, E., Bachkirova, T. and Clutterbuck, D.A. eds., 2014. The complete handbook of coaching.
Berlin: Sage.
Jackson, V.A. and Back, A.L., 2011. Teaching communication skills using role-play: an
experience-based guide for educators. Journal of palliative medicine, 14(6), pp.775-780.
Martens, R., 2012. Successful coaching. NY: Human Kinetics.