Assessment-Task-3.docx - Assessment Task 3 BSBCUS501 Manage...

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Assessment Task 3 BSBCUS501 Manage quality customer service Monitor and improve customer service Submission details Student’s name Student no. Assessor’s name Assessment site Assessment date/s T he assessment task is due on the date told to you by your assessor. Any changes to this arrangement must be approved by your assessor in writing. Submit this document with any required evidence attached. See specifications below for details. Performance objective The student will demonstrate/show the ability/skills to monitor/check, adjust and review customer service. Assessment description Using the background information on Innovative Widgets from your Student Workbook and from documentation provided throughout the course, you will develop strategies/plans to monitor/check progress and obtain customer feedback. You will use performance information and customer feedback provided by your assessor to review customer service strategies/plans and produce a report with recommendations/ideas for improvement. Procedure 1. Read the following scenario: The board at Innovative Widgets is pleased with the control you have taken to address some of the customer service problems that had arisen. Mary is performing better at her job and feeling more confident in her role. Yore Mine continues to purchase their widgets from Innovative Widgets. At this stage, the board would like you to take some steps to improve organisation- wide delivery of customer service. They would like some specific targets developed to measure the performance of the customer service team. They would also like to © 2015 Innovation and Business Industry Skills Council Ltd / Modified July 2015 1 st edition version: 2 Page 1 of 8
Assessment Task 3 BSBCUS501 Manage quality customer service monitor customer satisfaction levels and then recommend any changes required to improve the delivery of customer service at Innovative Widgets. 2. Develop a set of KPIs 1 for Innovative Widgets customer service representatives. KPIs should address the areas of customer and business requirements identified below: a. call/enquiry/complaint handling time b. following organisational procedures c. identifying customer issues and opportunities to increase customer satisfaction or meet customer needs d. assisting team members to improve customer service e. assisting other internal customers of customer service team f. customer retention g. sales h. ability to handle complaints i. ability to record and store customer information j. customer satisfaction.

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