Crown Institute of Business and Technology Pty Ltd ABN 86 116 018 412 National Provider No:

91371CRICOS Provider Code: 02870D

North Sydney Campus: 116 Pacific Highway North Sydney NSW 2060 P 02 9955 0488 F 02
99553888
Sydney CBD Campus: Level 5, 303 Pitt St Sydney NSW 2000 P 02 8959 6340 F 02
99553888

BSBCUS501 Manage Quality Customer Service

Assessment 2: Role Play

Manage and Develop Team

In this assessment task student will demonstrate the ability to ensure delivery of
quality customer service through handling customer complaints, monitoring
team performance, and intervening to develop team abilities to overcome
difficulties in providing quality customer service.
Student will undertake two role plays in the context of the Innovative Widgets
simulated Business. In the first role play, you will follow the procedure to handle
customer complaints. In the second role play, you will recognize areas in which
you can improve the performance of a customer service team member. You will
then coach the team member appropriately to improve their performance.
1. Read the role play description provided.
2. Prepare to participate in two role plays.
a. In the first role play, your assessor will participate as the customer
and observe you as you role play the customer service
representative. Your assessor will be complaining about your
service.
b. In the second role play, your assessor will participate as a team
member as your role-play the manager of that team member.
3. Participate in a role play in which you will follow the complaints handling
procedure to resolve a customer complaint.
4. Participate in a second role play, in which you identify deficiencies in a
team members performance and then coach the team member to
improve customer service outcomes for your team.

In this assessment student must participate in two role plays observed by the
assessor.
1. Handling customer complaints
2. Managing under-performing team members.

Your assessor will be looking for you to demonstrate:

BSBCUS501 - Ass Task 2 Role Play v1.01 Page 1 of 10

 Crown Institute of Business and Technology Pty Ltd ABN 86 116 018 412 National Provider No:
91371CRICOS Provider Code: 02870D
North Sydney Campus: 116 Pacific Highway North Sydney NSW 2060 P 02 9955 0488 F 02
99553888
Sydney CBD Campus: Level 5, 303 Pitt St Sydney NSW 2000 P 02 8959 6340 F 02
99553888

o Ability to consult with customers to resolve complaints using active

listening o asking questions o paraphrasing / summarising o Using verbal

prompts
o Maintaining good eye contact where appropriate
o Application of techniques and strategies for resolving routine and non-
routine complaints (complaints requiring referral) as determined by
procedures provided in Appendix 1.
o Ability to develop team members o Monitor team performance to
recognise areas for improvement o Improve the team members ability to
provide quality customer service to customer specifications and
organisational policy and procedures on behalf of the simulated business.
o Assist team members to handle customer complaints.

Role description -1
You are a customer service team member dealing with telephone complaints
from customers. Use the knowledge and skills you have gained on quality
customer service topic and skills to answer calls from a customer. Use the policy
and procedure provided in this assessment task. Student must demonstrate the
skills and knowledge needed to respond effectively to customer complaints. In
this role play your assessor will participate as the customer and observe you as
you role play the customer service representative. Your assessor will be
complaining about your service.

Employer: Good morning, ABC shoes hoe may I help you?

Customer: I cant believe that loud mouth salesperson talked me into

buying these dumb shoes. I wore these shoes one time and my feet
hurt for days.

Employee: Sir, I am truly sorry that you are upset and your feet hurt.
Could you please tell me which shoes you are referring to?

Customer: It was a red shoe I dont know the model name

Employee: The name of model is written on the shoes box sir if you
could read that number for me

Customer: Why it is so complicated ? !!!!!! I dont have time for this

BSBCUS501 - Ass Task 2 Role Play v1.01 Page 2 of 10

 Crown Institute of Business and Technology Pty Ltd ABN 86 116 018 412 National Provider No:
91371CRICOS Provider Code: 02870D
North Sydney Campus: 116 Pacific Highway North Sydney NSW 2060 P 02 9955 0488 F 02
99553888
Sydney CBD Campus: Level 5, 303 Pitt St Sydney NSW 2000 P 02 8959 6340 F 02
99553888

Employee: We do sorry for your bad experience with our product but
according to refund policy, we do need model and serial number of the
product to refer as a refund or return sir and it would help to solve your
issue quickly.

Customer: ok ok its TH58RE

Employer: Thanks so much for your help and I will get back to you
within 24 hours through your email.

Customer : Thank you

Role description 2
You are a customer service manager. Mary is a member of your customer service
team at Innovative Widgets. Her role is to receive telephone enquiries and
complaints.
You have observed the following:

Mary has been rude to customer on several occasions. This behavior

contravenes company policy on the knowledge of the importance of
friendly service to customers of Innovative Widgets.

Mary has recently developed a habit of letting the phone ring and then
placing customer on hold. This behavior contravenes company policy on
the knowledge of the importance of prompt service to customers of
Innovative Widgets.

Yesterday Mary received a complaint from a customer :

I work as a buyer for the state largest supplier of mining equipment. We

provide a lot of Business to innovative widgets. I ordered 1,000 x 7 mm
widgets for delivery last Friday. I was promised that the delivery would
arrive within three days. Its now a week later and they still havent
arrived. My production manager just telephoned me to say that he might
fail to deliver a major order unless the widgets arrive in next four days.

A few week ago a consignment of widgets arrived from innovative

widgets, but they were 6
mm widgets rather than the 7 mm I had ordered on that occasion.

I am considering going to another supplier for your widgets even though

innovative widgets are the only Australian supplier. I could get them
cheaper from China, but saving isnt great when you add in the extra
shipping costs.

BSBCUS501 - Ass Task 2 Role Play v1.01 Page 3 of 10

 Crown Institute of Business and Technology Pty Ltd ABN 86 116 018 412 National Provider No:
91371CRICOS Provider Code: 02870D
North Sydney Campus: 116 Pacific Highway North Sydney NSW 2060 P 02 9955 0488 F 02
99553888
Sydney CBD Campus: Level 5, 303 Pitt St Sydney NSW 2000 P 02 8959 6340 F 02
99553888

Im going to begin legal action if the widgets dont arrive today. I might
order the widgets from China from now on.

Mary misunderstood and thought that the customer had ordered the
products yesterday and argued with the customer. She accused the
customer of being unreasonable as innovative widgets is an industry
leader in guaranteeing three day delivery.

When misunderstanding was eventually clear up, Mary was not sure how
to track orders or reorder the products. She said there was nothing she
could do as innovative widgets procedures didnt seem to cover this issue.

You are required to demonstrate your knowledge of how to develop team

members and coach Mary to improve the quality of her customer service. Use
the innovative widgets complaints policy and procedure to assist you.

I : Hi Marry. Thanks for coming today Mary.

Marry. Good morning.

I: I have a current report regarding to delay delivery from regular

customer saying that products have been delayed with wrong size

order.

Marry: Oh yeah I couldnt track the order and I have checked with

other department with correct size placement.

I: Well Marry. I do understand that its not easy to deal with angry

customer.

Mary: He yelled at me rudely.

I: Well I think I might have to remind you main key of customer

service it is to ensure the management of complaints is carried

out consistently, fairly and transparently and accordance with

organisational requirements.

BSBCUS501 - Ass Task 2 Role Play v1.01 Page 4 of 10

 Crown Institute of Business and Technology Pty Ltd ABN 86 116 018 412 National Provider No:
91371CRICOS Provider Code: 02870D
North Sydney Campus: 116 Pacific Highway North Sydney NSW 2060 P 02 9955 0488 F 02
99553888
Sydney CBD Campus: Level 5, 303 Pitt St Sydney NSW 2000 P 02 8959 6340 F 02
99553888

Mary: But I have tried to explain to him many times but he didnt

want to listen.

I: Mary, when someone is angry, no one wants to hear anything.

But you have to make your word short and sharp.

Mary: I do not really know how to manage the complaints and

customers anger.

I: Let me show you some easy tips.

1. Greet the customer courteously and give them your name.

Like Hi my name is Mary how may I help you?

2. Listen fully to what the customer is saying. Try to gather all

the facts about the complaints and jot them down. Ask question

and summarise what they are saying. You could say something

like thanks for informing us the information and try to be

emphatic

3. Never argue with the customer. Keep it calm no matter how

angry he is

4. Apologies for any product fault or poor service. Be

sympathetic. Ask if the customer will allow us to send the faulty

item to our quality department for testing. Keep saying sorry to

customer to show that we do understand his feelings.

5. When you have all the details about the complaint, ask the

customer how they would like it to be resolved. Listen to their

ways and propose the best way to solve.

BSBCUS501 - Ass Task 2 Role Play v1.01 Page 5 of 10

 Crown Institute of Business and Technology Pty Ltd ABN 86 116 018 412 National Provider No:
91371CRICOS Provider Code: 02870D
North Sydney Campus: 116 Pacific Highway North Sydney NSW 2060 P 02 9955 0488 F 02
99553888
Sydney CBD Campus: Level 5, 303 Pitt St Sydney NSW 2000 P 02 8959 6340 F 02
99553888

6. No product replacements are within all the staff members

authority. Mention this policy to customer that you have no

authority.

7. All staff member can use their professional judgment and

refund an additional 10% of the value of the faulty product up to

a maximum value of $25. Use your own judgement according to

situation.

8. Complaints involving damage to other property are covered

by our insurance. Help the customer to complete the claims form

and ask if the customer can obtain quotes for repairs.

9. All complaints involving injury must be referred to the

customer service manager.

Agree a suitable time for the customer service manager to call

the customer.

10. Any complaint that is not covered in the above procedure

must be directed to the customer service manager. Agree a time

for the customer service manager to call the customer.

Mary: Thank so much and sorry for my trouble I will send apology

letter.

I: I can see potentials in you that you could be the best customer

service and dont worry about the letter as we have sent the

letter and complimentary to them already.

Mary: Thank you so much.

BSBCUS501 - Ass Task 2 Role Play v1.01 Page 6 of 10

 Crown Institute of Business and Technology Pty Ltd ABN 86 116 018 412 National Provider No:
91371CRICOS Provider Code: 02870D
North Sydney Campus: 116 Pacific Highway North Sydney NSW 2060 P 02 9955 0488 F 02
99553888
Sydney CBD Campus: Level 5, 303 Pitt St Sydney NSW 2000 P 02 8959 6340 F 02
99553888

BSBCUS501 - Ass Task 2 Role Play v1.01 Page 7 of 10

 Crown Institute of Business and Technology Pty Ltd ABN 86 116 018 412 National Provider No:
91371CRICOS Provider Code: 02870D
North Sydney Campus: 116 Pacific Highway North Sydney NSW 2060 P 02 9955 0488 F 02
99553888
Sydney CBD Campus: Level 5, 303 Pitt St Sydney NSW 2000 P 02 8959 6340 F 02
99553888

Appendix1

Innovative Widgets
Innovative Widgets is the largest producer of widgets in Australia. Established in
1952, its widgets are used as components in a broad range of machinery, from
domestic appliances to industrial equipment. The company is family-owned and
run by the children and one grandchild of the founder, who collectively form the
board of directors. Until recently, the grandchild had acted as managing director
of Innovative Widgets.
Innovative Widgets operates from one location. There is a stores area in the
warehouse (for the raw materials used to make the widgets), a machine
workshop (where the widgets are produced) and dispatch and deliveries areas.
The office block houses the following operational departments:
Purchasing
Sales
accounts
human resources
a recently established customer services team.
In total, Innovative Widgets employs over 50 staff. Last year Innovative Widgets
produced a pre-tax profit $2,240,000 on a turnover of $16,000,000.
Innovative Widgets has a diverse customer base. Their largest customer is a
major mining equipment manufacturer. This customer accounts for
approximately 40% of total widget sales. The other 60% of sales are to medium
and small businesses and to individuals and sole traders.
Things were beginning to improve at Innovative Widgets. Many customers
complained about tolerance problems, which were soon fixed by the production
manager. Letters of apology had been sent out to the larger customers who had
not bought from thecompany recently, apologising for the tolerance faults and
offering a significant discount on their next purchase.
Meanwhile, the newly appointed customer services manager was beginning to
get the customer services team working together as a team. A vision and mission
had been agreed collectively during a brainstorming sessions and the team had
split into groups to produce the policies and procedures for the manager to
review with the managing director.
Customer service performance monitoring and feedback gathering strategies had
been successfully implemented and systematic improvements, such as a uniform
high level of customer service quality across the customer service team were
apparent.
The managing director had been so impressed that he called his senior managers
together and asked them to use the customer services model to implement
internal customer service plans within their departments.
Training sessions were organised to learn and practice the skills needed for
handling customer complaints, and also to become familiar with the new
procedures.

BSBCUS501 - Ass Task 2 Role Play v1.01 Page 8 of 10

 Crown Institute of Business and Technology Pty Ltd ABN 86 116 018 412 National Provider No:
91371CRICOS Provider Code: 02870D
North Sydney Campus: 116 Pacific Highway North Sydney NSW 2060 P 02 9955 0488 F 02
99553888
Sydney CBD Campus: Level 5, 303 Pitt St Sydney NSW 2000 P 02 8959 6340 F 02
99553888

The first feedback survey had been issued to customers and the results were
beginning to pour in.

Complaints policy and procedure of Innovative Widget

Purpose: the purpose of this policy is to ensure the management of complaints
is carried out consistently, fairly and transparently and accordance with
organisational requirements.

Scope: the scope of this policy covers the management of customer complaints
by employees and contractors of innovative widgets.

Resources: Specific procedures for the implementation of this policy are

available below and on the company intranet.

Responsibility: responsibility for the implementation of this policy rests with

employees and management of innovative widgets with responsibility for
managing customer complaints.

Relevant legislation:

Privacy Act 1998 (Cwlth)

Equal Opportunity Act 2010
Competition and Consumer Act 2010 (Cwlth) Work Health and
Safety Act

To manage complaints:
1. Greet the customer courteously and give them your name
2. Listen fully to what the customer is saying. Try to gather all the facts
about the complaints and jot them down. Ask question and
summarise what they are saying.
3. Never argue with the customer.
4. Apologies for any product fault or poor service. Be sympathetic. Ask
if the customer will allow us to send the faulty item to our quality
department for testing.

BSBCUS501 - Ass Task 2 Role Play v1.01 Page 9 of 10

 Crown Institute of Business and Technology Pty Ltd ABN 86 116 018 412 National Provider No:
91371CRICOS Provider Code: 02870D
North Sydney Campus: 116 Pacific Highway North Sydney NSW 2060 P 02 9955 0488 F 02
99553888
Sydney CBD Campus: Level 5, 303 Pitt St Sydney NSW 2000 P 02 8959 6340 F 02
99553888

5. When you have all the details about the complaint, ask the
customer how they would like it to be resolved.
6. No product replacements are within all the staff members authority.
7. All staff member can use their professional judgment and refund an
additional 10% of the value of the faulty product up to a maximum
value of $25.
8. Complaints involving damage to other property are covered by our
insurance. Help the customer to complete the claims form and ask
if the customer can obtain quotes for repairs.
9. All complaints involving injury must be referred to the customer
service manager.
Agree a suitable time for the customer service manager to call the
customer.
10.Any complaint that is not covered in the above procedure must be
directed to the customer service manager. Agree a time for the
customer service manager to call the customer.

BSBCUS501 - Ass Task 2 Role Play v1.01 Page 10 of

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