Cluster number and name cllmd 31 manage quality

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Cluster number and name: CL_LMD 3.1-Manage quality customer service and facilitate continuous improvement Units of competency: BSBCUS501 Manage quality customer service BSBMGT516 Facilitate Continuous Improvement Student’s ID and full name: Assessor’s name: Number of weeks customer. 1.8 Case Study Read the scenario below and answer the questions. You are the store manager at a food outlet. You have a very dedicated team of young employees. You are proud of your reputation of being one of the top-quality stores providing quality food, fresh and on time. You were approached by an irate customer who complained about the time it took to get the food and the quality of food. The customer complained and indicated that they would inform other people about the lack of service at your store. Explain what techniques you could utilise to solve the customer’s complaint including how you would assess their behaviour, identify the root cause of the problem and provide a resolution.
1.9 Refer to the scenario 1.8 and explain what strategy would you put in place to ensure you obtain regular customer feedback? Explain your reasons.
1.10 Refer to the scenario in 1.8 above and explain what strategies you could put in place to monitor, manage and introduce ways to improve both internal and external customer service BSBMGT516 & BSBCUS501 Assessment tool Version3 10July17 Page 9 of 25
ASSESSMENT TOOL Qualification BSB51915 Diploma of leadership and management Cluster number and name: CL_LMD 3.1-Manage quality customer service and facilitate continuous improvement Units of competency: BSBCUS501 Manage quality customer service BSBMGT516 Facilitate Continuous Improvement Student’s ID and full name: Assessor’s name: Number of weeks relationship within McDonalds. The employee is the first customer of the company. Therefore, the company needs to focus efforts to understand and meet the needs of its internal customers, surpassing their expectations and making them allies in the pursuit of success. The good internal customer service begins in the interpersonal relationships, among those who work in the company, following the following strategies: In the functioning of the organization: In a workplace, when the staff treats well,

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