Customer Service Analysis: University of Sydney HR Assignment

This assignment, focusing on customer service within the framework of a Certificate IV in Human Resources, analyzes customer service standards and practices within the University of Sydney. It explores the identification of external and internal customers, the importance of customer service sta...Read More

Running head: Certificate IV in human resources online
Certificate IV in human resources online
Name of the Student:
Name of the University:
Author Note:

Certificate IV in human resources online 1
Table of Contents
Assessment 1..............................................................................................................................2
Assessment 2:.............................................................................................................................9
References:...............................................................................................................................14

Certificate IV in human resources online 2
Assessment 1
The below questions will be written considering the organisation to the University of Sydney.
Questions
1. All organisations have customers in one form or another. Describe;
a) Who are your external customers and what products and/or services do they get from your
organisation?
The external customers are the ones who visit the University for studying any course.
The University offers Undergraduate and Postgraduate courses in various streams and offers
a good option to the students. The minimum age criteria in 18 years which goes up to around
75 years and offer PhD to them. Therefore, people belonging to this age group with the
suitable selection criteria to get admitted are the external customers of the selected
organisation.
The University of Sydney provides learning through courses and the certifications on
completing the courses successfully. Other services include full time coaching classes, hostel
facilities, library access and other such things which are required while studying in an
organisation.
b) Who are your internal customers and why are they important in ensuring that the external
customer’s needs are met.
The internal customers are the existing students who are studying in the University
along with the other stakeholders like the Professor, teachers and other members included in
the administrative department of the University. It is equally important to ensure their needs
are met because they are ones who would provide the correct feedback of the organisation.

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Feedback is important as it decides the quality of service provided to the users and that would
determine the position of the organisation in the market.
(Insert your response here)
2. Does your organisation have Customer Service Standards? if so;
a) How could you access the standards?
The customer service standards include the safety and security of the resident
students, staffs, guests and others. The standard also offers that any person will be treated
with courtesy, is pleasant and empathetic (Akbari, Hooshmand and Aletaha 2019). The email
and feedback options are provided that helps to access the standard whenever and wherever is
needed.
b) Provide 3 examples of how you would apply your Organisation’s Customer Service
Standards
1. The customers are greeted by the staffs in a pleasant and respectful manner
2. All the facilities that are meant for the University are implemented in a safe and secure
manner
3. Efficiency is another customer service standard that ensures that the customers are always
given the accurate information of their inquiry.
c) If your organisation does not currently have Customer Service Standards, then describe
the key elements in developing effective Customer Service Standards
The above mentioned customer service standards are existing in the organisation.
However, in order to improve the same service, a rigid and prompt feedback system could be
implemented that would improve the current Customer Service Standards. Any customer

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would be able to share their feedback through emails or by directly connecting to the
concerned authority.
(Insert your response here)
3. Provide examples of how you, as a team leader, could make contributions to the
development, refinement and improvement of your customer service standards, policies and
procedures
As a Team Lead in a University, the existing service standards, policies and procedure
can be improved in a number of ways. The first step is to reach out to these customers and
understand their point of view on the present procedure. Therefore, taking feedback is the
first step. Feedback on regular basis has to be taken from the customers on the overall service
standard and policies (Chen and Wang 2018). It is basis the feedback, some action can be
taken to bring improvement in the existing procedure.
(Insert your response here)
4. List three ways that you could receive feedback from your customers.
1. Feedback from the customers can be gained by conduction online survey; sharing an online
form to the concerned people to take feedback.
2. Face to face feedback or live chat with the customers as a general way to understand the
concern of the people.
3. Creating a group and asking for their opinion on the particular issue to know their
perspectives.
(insert your response here)

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5. Feedback from your customers on their experiences with your organisation can be
obtained in a range of formats. What does the term “Quantitative Data” mean? Give two
examples of where you could source quantitative data about your customers.
Quantitative data is the converted numeric data that is collected from a range of
people who are the targeted group to obtain the result of feedback. Usually, while conducting
a survey, the participants are given with a number of options to select from (Todd and Hill
2018). These options are then converted to numeric data to gain an estimated outcome from
the collected data.
The sources of quantitative data about the customers could be:
1. Via a survey form that is given to the participants via online or as a survey form face to
face.
2. Survey on a general platform. For example, a short survey could be designed at every stage
of the service to understand the present condition and to gain an insight on the need of the
customers too.
(Insert your response here)
6. What does the term “Qualitative Data” mean? Give two examples of where you could
source qualitative data about your customers.
Qualitative data is the non-numeric form of data that is mainly based ion the transcript
or discussion between two persons or among a group (Todd and Hill 2018). The idea is to
gain the customers’ perspective in detail and not decide the feedback by the means of
numbers. It is the quality of data that is to be evaluated.
Two ways of sourcing qualitative data are:

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1. By face to face interviewing a person and taking note the feedback shared by the person.
2. By conducting a group discussion where a number of people would engage to participate in
the discussion or gaining feedback on a particular
(Insert your response here)
7. How could you use customer feedback as a means of improving current work practices?
Customers are the ones who keep the idea and knowledge of the products and services
offered by other organisations apart from the one. Therefore, the first thing that customer
feedback would help is to understand their perspective on a particular service. It is an ideal
way to be aware of the other services offered by the competitors in the market (Khan, Lalitha
and Omonaiye, 2017). More experienced customers leave feedback that act as an innovative
way to bring improvement in the existing service. To empower positive change in the
organisation, feedback procedure can only act as a means of improvement.
(Insert your response here)
8. Describe 3 examples of how you could encourage all personnel to consistently implement
customer service systems
1. To contribute to quality customer service: The existing customers have to be happy and
thus, taking feedback from them will add value and would help the organisation to know the
areas of improvement and keeping them happy with the services.
2. To improve the present customer service: Once the feedback is received, the areas can be
worked upon to ensure that the customers get the best service that the organisation could
offer.

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3. To compete with the existing competitors: The increasing and existing competitors are a
threat and gaining knowledge of what the competitors are offering is important. It is based on
the result of the survey, improvements can be brought upon.
(Insert your response here)
9. List two examples of how adjustments in service delivery could be communicated within
appropriate timeframes to all those involved
Service industry is very much affected by the time of delivery offered to the clients.
The customers even pay more amount of money for the service if they want it to be delivered
at an earlier date or time. Therefore, communicating the correct time of delivery to the
customers is important to make sure that satisfactory service is provided. The two ways of
communicating any adjustment in the service are:
1. By direct communication: Communication by sending an email/messages or a direct call to
update on the progress of the service is the most appropriate way as this way the customer’s
view point on the same can be known too. If the customer has to say something on the
adjustment, the same can be communicated. For example, any changes in the accommodation
or the examination routine could be informed to the customer at the right time.
2. By explaining the adjustment after service delivery: It might happen that certain situation
aroused ad hoc and there is no time to communicate it beforehand. In such situations, it is
important to explain the issue to the required customers to ensure that the customers keep
faith on the service provided.
(Insert your response here)
10. What are three fundamental steps in resolving a customer complaint?

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Three fundamental steps to resolve customer complaints:
1. Listen to the customer: The first thing to reduce the stress received from complaints is to
listen to their complaints that they have faced. It is by this way that the customer’s
perspective can be heard and the probable action can be taken. It is a way to acknowledge the
concern of the customer.
2. Empathise the customer: Once the issue is known, the customer has to be empathise on the
issues that he has faced. The issues could be a bigger one as well and thus, the empathy has to
be prominent enough to hear the customers.
3. Offer the best probable solution: It is the sole responsibility of the organisation to hear the
complaints of the customers and come up with the best possible solution as well. If the same
is not done, the customer would feel neglected and might be offended too. In the long run, it
would cause harm to the business.
(Insert your response here)

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Assessment 2:
A survey has been conducted among 25 University students from different academic
streams and studying in different academic year. The idea was to get a clear picture of the
service that the students are getting from the University and how much are they satisfied with
it. The questionnaire was sent to their respective e-mail ID’s and they were asked to select an
option. Quantitative method has been used in order to get some quantitative or numerical
attributes of the outcome of the survey and the complaints generated in last 6 months can be
identified easily.
Below is the survey form.
Overview:
Below is a survey that intends to identify the issues faced by the University students in the
past 6 months. You are requested to select 1 option from the given 5 options.
The customer survey:
Questions Option 1 Option 2 Option 3 Option
4 Option 5
How long have you been associated
with the organisation?
Less
than 6
months
6-12
months
1-2
years
2-5
years
More
than 5
years
How much are you satisfied with the
teaching of the professors?
Highly
satisfie
d
Moderate
ly
satisfied
Neutra
l
Less
satisfied
Not
satisfied
Please rate the overall administrative
service or the organisation? [1 being
the lowest]
1 2 3 4 5
Are you happy with the
communication process? 1 2 3 4 5
How helpful are the academic tutors
in the University?
Very
helpful
Moderate
ly helpful
Neutra
l
Less
helpful
Not
helpful
Rate the safety and security available
in the University? 1 2 3 4 5
Do you agree that the staff at the Strongl Moderate Neutra Do not Strongl

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University always provide their help
when needed? y agree ly agree l agree y
disagree
Do you find there is scope of
improvement in the facilities
provided by the organisation?
Strongl
y agree
Moderate
ly agree
Neutra
l
Do not
agree
Strongl
y
disagree
Please rate the hostel facility of the
University 1 2 3 4 5
Are you satisfied with the
extracurricular activities done by the
University?
Highly
satisfie
d
Moderate
ly
satisfied
Neutra
l
Less
satisfied
Not
satisfied
How effectively you consider the
teaching of this University compared
t other Universities?
Highly
effectiv
e
Moderate
ly
effective
Neutra
l
Less
effectiv
e
Not
effectiv
e
Do you agree that the University
gives special attention to cross-
cultured students?
Strongl
y agree
Moderate
ly agree
Neutra
l
Do not
agree
Strongl
y
disagree
The outcome:
Questions Option
1 Option 2 Optio
n 3
Option
4
Option
5
Total
response
s
How long have you
been associated with
the organisation?
Less
than 6
months
6-12
months
1-2
years
2-5
years
More
than 5
years
Count of responses 2 5 7 8 3 25
How much are you
satisfied with the
teaching of the
professors?
Highly
satisfied
Moderatel
y satisfied
Neutra
l
Less
satisfied
Not
satisfied
Count of responses 15 7 0 1 2 25
Please rate the overall
administrative service
or the organisation? [1
being the lowest]
1 2 3 4 5
Count of responses 10 5 2 5 3 25
Are you happy with the
communication
process?
1 2 3 4 5
Count of responses 5 5 2 8 5 25
How helpful are the
academic tutors in the
University?
Very
helpful
Moderatel
y helpful
Neutra
l
Less
helpful
Not
helpful
Count of responses 12 7 1 3 2 25
Rate the safety and
security avaialble in the
1 2 3 4 5

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University?
Count of responses 1 4 2 6 12 25
Do you agree that the
staff at the University
always provide their
help when needed?
Strongl
y agree
Moderatel
y agree
Neutra
l
Do not
agree
Strongl
y
disagree
Count of responses 7 8 3 4 3 25
Do you find there is
scope of improvement
in the facilities
provided by the
organisation?
Strongl
y agree
Moderatel
y agree
Neutra
l
Do not
agree
Strongl
y
disagree
Count of responses 12 5 2 4 2 25
Please rate the hostel
facility of the
University
1 2 3 4 5
Count of responses 7 7 5 4 2 25
Are you satisfied with
the extracurricular
activities done by the
University?
Highly
satisfied
Moderatel
y satisfied
Neutra
l
Less
satisfied
Not
satisfied
Count of responses 7 8 3 4 3 25
How effectively you
consider the teaching of
this University
compared t other
Universities?
Highly
effectiv
e
Moderatel
y effective
Neutra
l
Less
effectiv
e
Not
effectiv
e
Count of responses 7 8 3 4 3 25
Do you agree that the
University gives special
attention to cross-
cultured students?
Strongl
y agree
Moderatel
y agree
Neutra
l
Do not
agree
Strongl
y
disagree
Count of responses 5 4 11 2 3 25
The proposal to overcome the identified issues:
Need to modify the service based on the feedback result:
The idea of getting a feedback on the complaints and issues faced by the students in
the last 6 months has been fulfilled. It has been found that the customers or the students were
happy with the teaching experience along with the safety and security measures. But, when it
comes to the administrative part and the facilities provided by the University, there is

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dissatisfaction among the customers. There are less administrative facilities offered by the
University and that the University does not provide any kind of extracurricular activities too.
Moreover, the University offers courses to the foreign and international students. However,
there is no specific guideline or facilities given to the people from different cross-cultures.
Therefore, the facilities in these two areas have to be improved.
Strategies to meet the need of the identified complaints:
The three strategies than can be implemented:
1. Introduction of a regular feedback process: There should be a feedback system where
every customer or the student would be able to share their feedback. This has to be directly
recorder on a feedback system.
2. Special attention to the foreign and international students: Regular sessions can be taken
with the outside students who require special attention as they might feel discriminated which
has been observed from the survey.
3. Inclusion of extracurricular activities: Most importantly, there should be inclusion of the
extracurricular activities in the University and the students have to participate in these
activities.
Benefit of the strategies:
As identified from the survey, the customers or the students were unsatisfied in the
mentioned three areas, the implementation of the strategy will lead to better satisfaction
among the students. It would also act as a means of competing with the other Universities
operating in Sydney.
Resources and budget needed:

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The resources needed are the creation of a portal for the feedback process. A
counsellor is to be appointed for conducting sessions with the people facing issues. The
administrative department has to focus on introducing extra curriculum activities where
students would participate.
The budget for the above mentioned resources can be taken from the University fund
and as well as from the fees collected from the students.
Ways to evaluate the results:
With the repeated feedback and another survey after 3-6 months of implementing the
plan, the result can be evaluated. The improvement can be easily evaluated by this process/
Way to promote the new service strategies:
As the entire plan and the strategy is to be conducted internally, the communication
can be carried on internally by the means of coming up with a Memo or a Notice. In fact, the
same message can be posted to each individual through their web portal.

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References:
Akbari, M., Hooshmand, M. and Aletaha, S.H., 2019. Internal marketing and the internal
customers' citizenship behavior in higher education. International Journal of Schooling, 1(3),
pp.15-28.
Chen, Y.C. and Wang, Y.J., 2018. Application and development of the people capability
maturity model level of an organisation. Total Quality Management & Business
Excellence, 29(3-4), pp.329-345.
Cook, S., 2017. Measuring customer service effectiveness. Routledge.
Ho, J.S.Y., Gaur, S.S., Chew, K.W. and Khan, N., 2017. Gender roles and customer
organisational citizenship behaviour in emerging markets. Gender in Management: An
International Journal.
Khan, H.U., Lalitha, V.M. and Omonaiye, J.F., 2017. Employees' perception as internal
customers about online services: A case study of banking sector in Nigeria. International
Journal of Business Innovation and Research, 13(2), pp.181-202.
Todd, D.W. and Hill, C.A., 2018. A Quantitative Analysis of how well Financial Services
Operations Managers are Meeting Customer Expectations. International Journal of the
Academic Business World, 12(2).