Assessment description using the workplace scenario

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Assessment descriptionUsing the workplace scenario information provided, you will perform a role-play in which you will assess customer needs, diagnose service delivery problems, develop options to improve customer service, and follow complaints procedures. You will also demonstrate the use of a website to meet customer needs.Procedure1.Review the CoffeeVille simulated business information provided by your assessor.2.Review the scenario information attached to this task. 3.Plan to make customer contact by:a.studying the scenario requirementsb.studying the policies and procedures in the Assessment Task appendicesc.studying company products and prices online at: <>.Note:You must register to view available products. See CoffeeVille online access procedure in Appendix 7 for instructions. If you have problems using this website, try accessing the website in a different browser.4.Conduct a role-play. Ensure you follow organisational procedures to deliver service, fulfil ordersand take feedback.5.Conduct the role-play and submit your supporting documentation in accordance with specifications set out below.SpecificationsYou must:perform a role-play to advise on customer needs, fulfil orders and resolve complaintsubmit notes on complaint as per procedure12BSBCUS401 Coordinate implementation of customer service strategies Assessment – Version: 1.1 (updated: 21/02/2018; Printed: 16/01/20)This document is uncontrolled version when printed.
submit feedback from customersubmit order data.Your assessor will be looking for:communication skills to:communicate effectively with personnel and clients at all levelsarticulate customer service strategies.interpersonal skills to build rapport with customersproblem-solving skills to diagnose organisational problems relating to customer servicesself-management skills to follow organisational procedures and learn organisational requirementsknowledge of goods and services.13BSBCUS401 Coordinate implementation of customer service strategies Assessment – Version: 1.1 (updated: 21/02/2018; Printed: 16/01/20)This document is uncontrolled version when printed.
Scenario – CoffeeVilleYou are a sales and customer service representative in the east sales team. Your manager, Mary White, has asked you to manage sales, enquiries and complaints from wholesale customers.Your delegation limit is $500 to be used if needed to rectify customer complaints.You are aware that, because of temporary supplier issues, CoffeeVille is only able to supply instant coffee through its website. For fresh, fair-trade gourmet coffee, take must orders manually by noting details. Delivery time is guaranteed in one (1) week. Cost is $10 for a 2 kg bag.A new business wholesale customer, Pat Burns, has arrived at the sales office. Pat Burns appears very upset and states that she tried to purchase fresh, fair-grade gourmet coffee online for her café supplies. When she logged into your website to place the order, she can only order instant coffee

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