Coordinate Implementation of Customer Service Strategies

Assessment 2 – Coordinate Implementation of Customer Service Strategies

Student’s name
Trainer’s name	Amy Olarte
Assessment site	Assessment 2
Assessment <<Date/Due Date>>	24/04/2020

Assessment Instructions for Students

1. This assessment involves five (5) separate assessment tasks. Due dates of each assessment task will be specified by your Assessor.
2. Please read each assessment task/activity instructions carefully.
3. If you require any clarification or support to complete this assessment, ask your assessor.
4. This is an individual assessment.
5. Answers must be written in the space provided below each question. Answers should be well formatted that are clearly legible. Guidelines: Use Times New Roman, 11 pt size and black text colour with no background colours
6. Plagiarism, collusion and cheating are strictly prohibited.
7. Your assessor may check your work for plagiarism, collusion and cheating.
8. If you use any information in written parts of your assessment work from any published sources (print or online), cite references at the bottom of your work.
9. All submitted activities and evidence must be appropriately formatted according to the guidelines provided to you by your Assessor.
10. Any written work in this assessment must only be submitted in word document file format.
11. Please use the following naming convention when saving and submitting assessment documents: Student ID_Unit Code_ Assessment Title.
12. Any written work submitted should include a footer with version control and page numbers.
13. When submitting any written work, please ensure you check for spelling and grammar errors.
14. You must keep a copy of all submitted work (see assessment cover sheet statement).
15. If your first attempt of this assessment is unsuccessful (NYS), you will be given one further opportunity to resubmit your assessment within seven (7) days. A missed assessment submission on a due date will be considered an assessment attempt.
16. For a satisfactory result in this assessment, you must complete all the tasks as per the assessment requirements mentioned below for each task.
17. Your Assessor will make feedback on this assessment available to you using a results sheet via email or hard copy.
18. Detailed information on assessment procedures is available in your International Student Handbook.
19. To appeal against assessments decisions please refer to the Complaints and Appeals Policy and Procedure available on the Australian Technical College website – https://atc.wa.edu.au/wp-content/uploads/2019/06/Complaints-and-Appeals-Policy-Procedure-1.pdf
20. Support is available for students with special needs or learning difficulties including language, literacy and numeracy. If you require any support or modified equipment to complete this assessment, please ask your assessor.

Required Resources and Tools

The following resources and tools are required to complete this assessment:

1. Computers, Microsoft Office, internet access
2. Templates:

-Customer Needs Assessment

-Customer Service Strategies

-Email

-Customer Service Improvement

-Customer Satisfaction Review

-Customer Satisfaction Comparison

3. Login details for access to the simulated business upon which this assessment can be based – Bounce Fitness
4. Bounce Fitness associated documents which are listed under the assessment overview
5. A safe environment to conduct the role-plays.

Assessment Overview

To be assessed for this unit of competency, you must demonstrate your skills and knowledge to advise, carry out and evaluate customer service strategies.

Use the simulated business, Bounce Fitness (http://bounce.precisiongroup.com.au/) to complete the simulated workplace assessments.

Access the links below to view the information required to complete this assessment:

Customer Stakeholder Feedback 1

Customer Stakeholder Feedback 2

< http://bounce.precisiongroup.com.au/select-scenario/customer-engagement/>

Bounce Fitness Products and Services

< http://bounce.precisiongroup.com.au/infrastructure/current-projects/>

Complaints Resolution Procedure

http://bounce.precisiongroup.com.au/procedures/customer-relationship-management/

Customer Service Policy

http://bounce.precisiongroup.com.au/policies/customer-relationship-management/

Risk Level Guidance and Service Delivery Priority Policy

< http://bounce.precisiongroup.com.au/policies/quality-policy/>

Your work must be presented to a professional standard of layout, English grammar, spelling and be free from typographical errors.

Submission Instructions

You are to submit your assessment tasks via Moodle as per the deadlines indicated. The following documents are submittable:

Task 1

• Customer Needs Assessment template (see appendix 1)
• Video recording of meeting with Supervisor (played by volunteer)

Task 2

• Customer Service Strategies template (see appendix 2)
• Email template (see appendix 3)

Task 3

• Customer Service Improvement template (see appendix 4)

Task 4

• Customer Satisfaction Review template (see appendix 5)

Task 6

• Customer Satisfaction Comparison template (see appendix 6)

Task 1 – Customer Needs Assessment

Procedure

1. Access and read the following workplace documents prior to completing this task:

Customer Stakeholder Feedback 1

Customer Stakeholder Feedback 2

< http://bounce.precisiongroup.com.au/select-scenario/customer-engagement/>

2. Identify two (2) needs of Bounce Fitness’ current clients.

3. Set up a meeting with one (1) volunteer to act as your supervisor. During the meeting, you must clarify and accurately assess the identified customer needs.

4. Provide the volunteer with a copy of/access to the feedback forms provided for you in the overview of this assessment, accessible on the Bounce Fitness website. This will help to give your volunteer information on the purpose of the meeting and guide the discussion.

5. Together with your Supervisor (volunteer), you must come agree on the following:
   1. The purpose of the analysis of their needs
   2. Two (2) needs of the client. This includes the following:
      1. A brief description of each need. For example:

“Customers need additional information about the products being advertised such as availability, content, description, etc.”

1. The nature of each need. For example:
   1. Accuracy of information
   2. Complaints
   3. Fairness/Politeness
   4. Prices/Values
   5. Purchasing/Returning organisation’s products and services
   6. Advice/General/Specific information
   7. Making an appointment
2. The key customer group that each need is targeted to. For example:
   1. Corporate customers
   2. Individual members of the organisation
   3. Individual members of the public
   4. Internal or external customers
   5. Other organisations or agencies
3. The risk level of each need:
   1. High = Needs immediate action/High priority
   2. Medium = Must be rectified/Normal Priority
   3. Low = Negligible but must be rectified/Low Priority

Note: Remember to use proper pace, intonation, intelligible pronunciation, and listening and questioning techniques during your meeting with your Supervisor (volunteer). You Assessor will be considering this when reviewing your video submission.

6. Fill out the Customer Needs Assessment template found in appendix 1 of this document, with the information that you have gathered and finalised during your meeting with your supervisor.

7. You must submit a video recording of your meeting and the completed Customer Needs Assessment Template to your Assessor via Moodle on or before the specified due date.

Task 2 – Developing Customer Service Strategies

Procedure

1. Based on the customer needs you identified in Task 1, diagnose problems with the service delivery of Bounce Fitness, and develop ways to improve these services.

2. Complete a Customer Service Strategies template found in appendix 2 of this document. Include the following:

1. The Customer needs identified in the Customer Needs Assessment from Task 1.
2. One (1) organisational customer service meant to address each customer need identified.
3. One (1) organisational priority in service delivery for each service identified.
4. Two (2) problems with the delivery of each service identified.
5. Describe how each problem affects the organisation.
6. A review of client satisfaction for each service identified.

3. Email the completed Customer Service Strategies template to your supervisor using the email template found in appendix 3 of this document. In this email, invite your supervisor to a meeting to discuss the improvement of customer service in the organisation (this is a simulated email and does not need to be sent but can be submitted).

4. Submit the completed Customer Service Strategies template and the simulated email to your assessor via Moodle on or before the specified due date.

Task 3 – Improving Customer Service

Procedure

1. Refer to the following documents from this link to assist you in completing this task:

Complaints Form Margaret Bell

Complaints Form John Roberts

<http://bounce.precisiongroup.com.au/performance/cairns-centre/>

Complaints Resolution Procedure

<http://bounce.precisiongroup.com.au/procedures/customer-relationship-management/>

Customer Relationship Management Procedure

<http://bounce.precisiongroup.com.au/procedures/customer-relationship-management/>

New Projects and Continuous Improvement Budget Allocation Plan for 20xx

http://bounce.precisiongroup.com.au/select-scenario/customer-engagement/

2. Complete the Customer Service Improvement Document template found in appendix 4 of this document. Include the following information:
   1. Problems with services identified in Task 2.
   2. Organisational policies and procedures will be considered when developing strategies to address the problems identified above.
   3. Two (2) strategies that will be used to improve or address each problem identified. For each strategy to be used provide the following detail in the space provided in the template:
      1. Budgeting – how much the strategy will cost. E.g. if you are to implement training as a strategy to address a problem, how much will it cost?
      2. Promotion of resolution strategies to staff – how will you promote this strategy to staff?
   4. Two (2) methods of implementation for each strategy described (how you will implement)each strategy you have identified. Note: Include the relevant stakeholders or work team who will carry out these methods.

Task 4 – Review Customer Satisfaction

1. You are required to create one (1) Customer Satisfaction Review document.

2. Access the following Bounce Fitness documents to assist you in this task:

Customer Stakeholder Feedback 1

Customer Stakeholder Feedback 2

< http://bounce.precisiongroup.com.au/select-scenario/customer-engagement/>

Customer Service Policy

http://bounce.precisiongroup.com.au/policies/customer-relationship-management/

3. Complete the Customer Satisfaction Review template found in appendix 4 of this document. You will need to do the following:
   1. Identify two (2) changes in the delivery of services that must be done to maintain service standards.

Note: These changes can include but are not limited to the following: addressing customer complaints or improving customer service to maintain customer satisfaction.

1. Formulate one (1) conclusion on how they come up with the changes to be applied.
2. Provide one (1) recommendation on how to address the changes identified.
3. Provide one (1) constructive feedback that can be applied to maintain good customer service or improve current strategies

4. Submit your Customer Satisfaction Review document to your Assessor via Moodle on or before the specified due date.

Task 5 – Customer Satisfaction Follow-up and Document

1. You are required to create one (1) Customer Satisfaction Comparison document.

2. Access the following Bounce Fitness documents to assist you in this task:

Customer Feedback Form 1

Customer Feedback Form 2

Customer Feedback Form 3

Customer Feedback Form 4

http://bounce.precisiongroup.com.au/select-scenario/customer-engagement/

Complaints Resolution Report

< http://bounce.precisiongroup.com.au/select-scenario/customer-engagement/>

3. Complete the Customer Satisfaction Comparison found in appendix 5 of this document. You will need to do the following:
   1. Identify two (2) concerns
   2. Identify strategies or resolutions implemented to address these concerns.
   3. Provide a summarised feedback from the customers to the concerns.
   4. Identify whether the implementation of the strategies or resolutions were successful in addressing the concerns.
4. Submit the completed Customer Satisfaction Comparison template to your Assessor via Moodle on or before the specified due date.

Appendix 1 – Customer Needs Assessment Template

Customer Needs Assessment Template

Customer Needs Assessment Purpose of Analysis Ll Customer Needs Need #1 Description: Nature: Key Customer Group: Risk Level:

Need #2 Description: Key Customer Group: Nature: Risk Level:

Appendix 2 – Customer Service Strategies Template

Customer Service Strategies Template

Need #1 Description of Customer Need: Organisational Customer Service that Addresses the Need: Priority in Service Delivery: Problems with the Delivery of the Service: 1) Description: How does it affect the organisation?

Problems with the Delivery of the Service: 2) Description: How does it affect the organisation? Client Satisfaction:

Need #2 Description of Customer Need: Organisational Service that Addresses the Need: Priority in Service Delivery: Problems with the Delivery of the Service: 1) Description: How does it affect the organisation?

Problems with the Delivery of the Service: 2) Description: How does it affect the organisation? Client Satisfaction:

Appendix 3 – Email Template

Simulated Email Template
 Send	From:
To:
Subject:
Message

Appendix 4 – Customer Service Improvement Template

Customer Service Improvement
Identified Problem #1 Description: The proposed strategy to resolve problem: Organisational Policies and Procedures to be considered for development: Budgeting Strategy Proposed Budget: Resource Required Cost Total $ Strategy:
Budgeting Strategy Method #1: Method #2: Promotion to Staff Strategy Strategy: Method #1: Method #2:

Identified Problem #2 Description: The proposed strategy to resolve problem: Organisational Policies and Procedures to be considered for development: Budgeting Strategy Proposed Budget: Resource Required Cost Total $ Strategy:

Budgeting Strategy Method #1: Method #2: Promotion to Staff Strategy Strategy: Method #1: Method #2:

Customer Satisfaction Review

Change in Service Delivery #1: Conclusion: Recommendation: Feedback: Change in Service Delivery #2: Conclusion:

Appendix 5 – Customer Satisfaction Review Template

Recommendation: Feedback:

Appendix 6 – Customer Satisfaction Comparison Template

Customer Service Satisfaction Comparison template

Customer Service Concern #1 Concern Description: Strategies or Resolutions Placed to Address the Concern: Customer Feedback #1 Customer Feedback #2 Date of Feedback: Date of Feedback: Result:

Customer Service Concern #2 Concern Description: Strategies or Resolutions Placed to Address the Concern: Customer Feedback #1 Customer Feedback #2 Date of Feedback: Date of Feedback: Result:

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