BSB51915 Diploma of Leadership and Management Customer Service Project
TASK1. A colleague has asked you to coach them in the provision of good customer service techniques. Explain how you would go about doing this. To answer this question you will need to research the coaching process then demonstrate that you understand how coaching procedures can be applied and why these are necessary, in such situations, to have some understanding of adult learning needs. (5 marks)
TASK2. Stakeholders are people who have an interest in a particular issue. A stakeholder is anyone significantly affecting or affected by someone else’s decision making. The first step in stakeholder analysis is identifying who your key stakeholders are.
Imagine a small restaurant in a busy suburban street. The restaurant seats fifty (50) people. It has a modern cuisine style menu. The business is a partnership between a husband and a wife.
Identify the stakeholders for this restaurant. Draw a diagram showing the inter-relationships.
TASK3. If you or your team/workgroup identified a problem or developed a new idea with regards to improving customer service, how and to whom would you present this idea? (5 marks)
TASK4. Being able to provide customer service is not an innate skill. Discuss 3 ways on how employees can learn the skills needed to provide good customer service. (5 marks)
TASK5. In any organisation, there are both internal and external customers. These are all part of the customer – supplier chain. For the customer/end-user to receive quality products/services, it is necessary that all aspects of the customer–supply chain meet specific quality objectives. Who actually sets these quality standards and how are they set? Identify 2 entities and explain. (5 marks)
TASK6. ROLE-PLAY (25 marks)
This is a practical assessment to ensure the learner participates in customer service interactions/transaction situation using a role-play script in a simulated environment. Pairs are required in this assessment. Your assessment partner will play the role of a customer and you as the service staff and vice versa. Your trainer will play the role of your supervisor. Your role-play should include a conversation between 5-10 minutes with the customer.
You are required to:
- Develop the scenario script that contains conversations of both people for the role play
- Consult the supervisor in regards to the service situation (if referral is required)
Customer Service: Hi, I am John, How are you today and how can I help you?
Customer: Hi, I am Kelly. Good, Thanks.
Organisational Context: Role-Play topics and scenario examples for developing the Role Play Script by the learner may include, but not limited to the following:
- A customer enquires/wishes to purchase or experience your company’s products and services
- A Customer Is Confused About What He or She Wants or Needs
- When a Customer Makes a Racist Remark
- When a Customer Asks to Be Served Ahead of Other Waiting Customers
- When a Customer Has a Negative Attitude About Your Company Due to Past Experiences
- When a Customer Is Experiencing a Language Barrier
- When the Customer Insults Your Competence
- When You Don't Have the Answer
- When You Need to Clarify Commitments
- The Customer is agitated
- The Customer has defective merchandise
- You receive a Complaint about Rude Employees
- A customer feels you have ‘ripped’ them off
Role Play should ensure that the learner demonstrates some of the following:
- Work activities that allow interaction with multiple and diverse customer types to allow the leaner to respond to a range of requirements and customer needs
- Ability to provide a total quality service experience with knowledge of different customer preferences and ways to meet both stated and unstated requirements
- Customer service or complaint situations.
- Techniques for solving complaints including the principles and techniques involved in the management and organisation of any of the following:
- Customer behaviour
- Customer needs research
- Customer relations
- Ongoing product and/or service quality
- Problem identification and resolution
- Quality customer service delivery
- Record keeping and management methods
- Strategies for monitoring, managing and introducing ways to improve customer service relationships
- Strategies to obtain customer feedback
ROLE-PLAY MARKING GUIDE (for trainer use only)
The Trainer is to assess the learner’s performance using the Customer Service Assessment Checklist provided below.
|DID THE CANDIDATE’S ASSESSMENT SATISFACTORILY ADDRESS THE FOLLOWING:||S||NS||N/A|
|Interprets and analyses textual information from a variety of sources and applies the knowledge that has been gained to evaluate standards for organisation’s products and services||q||q||q|
|Produces a range of text types to convey information, requirements or recommendations matching style of writing to purpose and audience||q||q||q|
|Clearly articulates systems and standards in a team environment using language suitable to diverse audiences||q||q||q|
|Uses listening and questioning techniques to obtain feedback and confirm understanding||q||q||q|
|Interprets and comprehends mathematical information in organisation’s business and customer service plans.||q||q||q|
|Recognises and applies organisational protocols and meets expectations associated with own work||q||q||q|
|Identifies and uses appropriate conventions and protocols when communicating with colleagues and customers||q||q||q|
|Collaborates with others, taking into account their strengths and experience, to achieve desired outcomes||q||q||q|
|Provides support in field of expertise to team||q||q||q|
|Develops and implements plans using logical processes and monitors and evaluates progress against stated goals||q||q||q|
|Accepts responsibility for addressing complex or non-routine difficulties, applying problem solving processes in determining a solution.||q||q||q|
|Uses digital technology to access, organise and present information in a format that meets requirements||q||q||q|
THE OVERALL PERFORMANCE WAS
NOT YET COMPETENT