7.Would you recommend us to family & friends? a) Yesb)Noc)MaybeFeedback:Review the first two questions. They should be more specific involving staffrequirements and what the customers expect from them, focusing in time of service too.BSBCMM301 and BSBCUS301 AssessmentV . 25 Sept 2019Page| 26
AssessmentQualification:BSB30115 - Certificate III in BusinessCluster number and name:BC3 4.1 Deliver, process and monitor customer service and complaintsUnits of competency:BSBCMM301 Process customer complaintsBSBCUS301 Deliver and monitor a service tocustomersStudent’s ID: Gustavo ROSA VIEIRAStudent Id: 47620Assessor’s name: Justin JW. WeiNumber of weeks for this cluster:9Final copies after the feedback provided and reviewing the first two questions ofthe survey:Customer Service SurveyFinal copy*1.Staff welcoming, friendliness , approach and farewell :a) Very satisfiedb)Satisfiedc) Neutrald) Unsatisfiede)Very unsatisfied1.Service delivery time:a) Very satisfiedb)Satisfiedc) Neutrald) Unsatisfiede)Very unsatisfied1.Attention give to your needs:a) Very satisfiedb)Satisfiedc) Neutrald) Unsatisfiede)Veryunsatisfied2.Communication with staff:a) Very satisfiedb)Satisfiedc) Neutrald) Unsatisfiede)Veryunsatisfied3.What do you think about our cafe's environment? a) Very satisfiedb)Satisfiedc) Neutrald)Unsatisfiede)Very unsatisfied4.Would you use our customer service in the future?a) Yesb)Noc)Maybe5.Would you recommend us to family & friends? a) Yesb)Noc)Maybe6.How can we improve our services?b)Collect the feedbackYou are now required to distribute your customer survey form to seven (7) ‘customers.’Before they complete the survey, ensure that you discuss the reason for the survey and why you wouldBSBCMM301 and BSBCUS301 AssessmentV . 25 Sept 2019Page| 27
AssessmentQualification:BSB30115 - Certificate III in BusinessCluster number and name:BC3 4.1 Deliver, process and monitor customer service and complaintsUnits of competency:BSBCMM301 Process customer complaintsBSBCUS301 Deliver and monitor a service tocustomersStudent’s ID: Gustavo ROSA VIEIRAStudent Id: 47620Assessor’s name: Justin JW. WeiNumber of weeks for this cluster:9like them to complete it.Explain that they can refer to their own experiences of customer service theyreceived after a visit to a café and complete the survey.Collect the feedback and insert the completedforms below. (Guide: Medium(In order to improve our customer service excellence and identify which areas we may needimprove, we would like to hear from you dear customers, through answering our surveys andhelping us to provide a better customer service and better attempt your needs, our environment,staff training and services in general. Thank you, Tea for Two team.1Customer Service Survey1.Staff welcoming, friendliness, approach and farewell:a) Very satisfiedb)Satisfiedc) Neutrald)Unsatisfiede)Very unsatisfied2.Service delivery time:a) Very satisfiedb)Satisfiedc) Neutrald) Unsatisfiede)Very unsatisfied7.Attention give to your needs:a) Very satisfiedb)Satisfiedc) Neutrald) Unsatisfiede)Veryunsatisfied8.Communication with staff:a) Very satisfiedb)Satisfiedc) Neutrald) Unsatisfiede)Veryunsatisfied9.
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