Customer Service Management Project Portfolio - Worlducation

This project portfolio provides a comprehensive analysis of customer service management within Worlducation, a social start-up focused on tablet computers for primary school students. The portfolio begins by establishing customer service requirements, outlining the business's focus, products, and the role of the sales manager in supervising customer service. It delves into a specific product/service, summarizing sales and complaint resolution targets from the business plan. Customer demographics and behavior are explored, along with sources for customer research. The quality of existing customer relations, relevant regulations, and customer service policies are described. The project identifies best practice models and standards, evaluates Worlducation's performance against them, and includes customer feedback gathered through surveys. System issues contributing to poor customer service are identified, and actions taken to address these difficulties are documented. The portfolio concludes with a focus on improving internal and external communication protocols to enhance overall customer service.

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P R O J E C T
P O R T F O L I O
BSBOPS505
MANAGE BUSINESSAL
CUSTOMER SERVICE
RTO 41111 CRICOS 03487C
Project Portfolio
BSBPS505 MANAGE ORGANISATIONAL CUSTOMER SERVICE
ON
RSION

Contents
Section 1: Establish customer service requirements....................................................................................4
Section 2: Deliver quality customer service...............................................................................................6
Section 3: Monitor and assess customer service.........................................................................................9
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Student name:
Assessor:
Date:
Businessthis assessment is
based on:
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Section 1: Establish customer service requirements
1 Provide a brief overview of the business you are basing your portfolio on.
1.1 What is the name of the business?
WORLDUCATION
1.2 What is the main focus/activities of the business?
Worlducation is a social start-up that makes tablet computers for pupils in primary school.
They have a competitive team that creates programming, information, and exercises to
further interest and teach the kids, in addition to focusing on the hardware.
1.3 Describe the products/services/programs associated with your chosen business.
Worlducation only sells its tablet computers to businesses (schools) because they understand
that product content and technology are the most successful when used by an integrated
class with a teacher supervising the activities. This also allows the sales force to concentrate
on larger sales and reduces the amount of difficulties that may occur from potential
customer. However, in the long run, a marketing approach will be implemented (Alzaydi and
et. al., 2018).
1.4 What role will you assume as you manage customer service?
The CEO has granted the sales manager authority to enlist the help of another employee (for
example, a business analyst) to resolve the issue. He asked that the sales manager inform
clients about the new position and demonstrate how customer service would be better.
1.5 Which roles will you supervise that provide customer service?
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Sales manager
2 Describe one product/service/program you will focus on for the remainder of this
assessment.
2.1 Choose ONE product/service/program that is related to customer service.
Products and services related with the technologies like tablet for online classes and
Customer services related with some activities like managing Telephone Enquiries,
Managing Written Enquiries, and Dealing with difficult customers, Complaints and Feedback
2.2 Summarise mathematical information about your chosen product/service/program
targets contained in your business’s business plan and customer service plan (e.g.
sales targets, complaint resolution targets etc.).
Sales target
 Ascertain that all financial operations, performance metrics, and outcomes are in line
with the strategic policies (Anyieni and et. al., 2016).
 Identify new and expanded cash sources, as well as strategies to assist additional
underserved schools.
 Achieve a profit margin of at least 10% every year.
 Expand the product and service offerings in order to reach a bigger target market.
 Raise sales in order to increase donations to schools in need.
Complaint resolution targets
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 Continually increasing the level of service provided to clients through marketing and
advertising
 Maintaining good communication lines with all participants in order to determine market
demands, produce products, & maintain services accordingly.
 Continually strengthening communication lines with all of our stakeholders, guaranteeing
a steady stream of timely and accurate data to aid critical importance and decision-
making.
 Using a range of promotional methods and advertising platforms to target identified
growth markets with planned, economy campaigns.
 Providing our clients with cost-effective pricing structures
3 Describe the customers of your chosen product/service/program.
3.1 Who are the customers (e.g. individual or business, gender, age range, personality
type, career, quantifications etc.)?
Primary school students to improve the education level of the students via technologies and this
section offers vital and useful information from the executive to the employees, such as training,
job openings, and major notifications.
Before being delivered to the communications officer for evaluation and inclusion, contributions
for the Staff Circular must be authorised in advance by the participant's relevant management.
3.2 What do you already know about your customer behaviour (i.e. how do the
customers select, buy, use your products/services or programs to satisfy their needs
and wants?)
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 To adapt to online home-based learning, Worlducation has to make quick and constant
adjustments to its software.
 The intranet makes critical information available to employees in a convenient location.
 The intranet will be used to communicate critical and accurate information from the
management team to employees. The individual who contributes the content is
responsible for ensuring that the content is factually correct. All submissions must be
reviewed and approved by the appropriate authority of the author (Bharwani and
Mathews, 2016).
3.3 Identify at least two sources of information you may use to do customer research.
This section offers vital and valuable information from the executive to the employees,
such as training, job openings, and major announcements. it is determined that before
being delivered to the public relations officer for evaluation and inclusion, submissions
for the Staff Bulletin must be authorised in advance by the contributor's relevant
management.
3.4 Use the sources to research and further summarise customer requirements.
Survey monkey and other social media platform
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4 Describe customer service in your chosen business
4.1 Describe the quality of existing customer relations in your business (i.e. positive,
negative, consultative, respectful, distant etc.)Related to your chosen
product/service/program.
Worlducation has a complicated supply chain that starts with a sale, which is often done by
sales professional or an online inquiry handled by the sales staff. An external Enterprise
Resource Planning System (ERP System) tracks sales and alerts the technical team when an
order has to be delivered. Some staff members are showing the positive attitude but sue to
lack of the staff members CEO of the company giver mission of the hire another staff
member to deal with the customer services (Catley and et. al., 2017).
4.2 Describe any legislative, regulatory and code of practices related to customer
service in your business.
 it is determined that specific part of the policy conflicts with local legislation governing
internet usage and privacy laws, the policy will be interpreted and applied in accordance
with local law.
 This policy is necessary in a way that assures adherence to all applicable legal obligations
and industry best practises.
 Staff is expected to use the channels for business reasons solely and to follow all relevant
policies and procedures, including the Code of Conduct.
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4.3 Describe any existing policies and procedures for customer service and the
handling of customer complaints.
Some specific policies are considered by the organisation such as -
 Pay attention to the complaint.
 Keep a record of the complaint's specifics.
 Obtain all relevant information.
 Consider your choices for resolving the issue.
 Take action right away (Cook, 2017).
 Make good on your commitments.
 Keep in touch with the customers
 provide the client respect, civility, patience, attentiveness, thoughtfulness, and
compassion suitable to the individuals personal or group's age, culture, and language
background at all times.
 Pay attention to what consumers have to say and figure out what they want.
 Respond to consumer inquiries in a timely and effective manner.
4.4 Identify any protocols you need to follow as you:
4.4.1. Manage people who provide customer service (e.g. internal communication
protocols).
 The goal of Worlducation is to improve and streamline internal and external
communications in order to support the vision and strategic goals. As a result, we'll keep
developing and testing emerging media platforms, channels, and tools to promote
information exchange and cooperation among all employees.
 The intranet makes critical information available to employees in a convenient location.
 The intranet will be used to communicate critical and relevant information from the
management team to employees. The individual who contributes the content is
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responsible for ensuring that the content is factually correct. All submissions must be
duly approved by the relevant manager of the writer (Goodman, 2019).
4.4.2. Interact with customers (e.g. external communication protocols)
Emails are used to communicate with and among employees. All employees are expected to read
their work-related emails.
4.4.3. Do your own work (e.g. work location and times)?
Sales agents must achieve sales that contribute to the yearly profit objective of 10%. They must
also generate 5 new leads so each month to build one sale with every 5 leads.
5 Identify best practice models and standards relevant to the customer service of your
chosen business product/service/program.
5.1 Summarise at least one best practice model.
The 'best practise' approach asserts that specific 'best' human resource practises will improve
organisational performance, as evidenced by better staff attitudes, fewer absenteeism and
turnover, greater knowledge and skills for increased productivity, and improved efficiency.
Activate employees. Alienated personnel are uninterested in doing their duties.
 Effort should be rewarded. Nobody wants their efforts to go unnoticed.
 Be a Vulnerable Person
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 Maintain dedication
 Seek clarification
 Create a sense of cultural cohesion
 Efforts of the entire team should be focused
 Organize regular meeting (Jøranli, 2018).
5.2 Summarise at least one standard.
Contain specific feedback for effective customer services can helpful to improve the
effectiveness of the business.
5.3 Evaluate your business’s product/service/program against the identified standard
and best practise model and standard.
The main business program is related with the customer service so that sales manager can
effectively manage the good relationship with the customers. Through feedback and research and
development like survey , company can identify the perception of the customers.
6 Seekwritten customer feedbackfrom at least two customers on:
 product/service/program quality, cost and time frames
 service delivery expectations
 specific problems or complaints
 Their experience with individual customer service representatives.
6.1 How will you seek customer feedback (e.g. online review, review comments using
inbuilt review functionality, survey, telephone call etc.)?
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