Assessment Task 3 BSBCUS501 Manage quality customer service

Monitor and improve customer service

Submission details

Candidates name Phone no.

Assessors name Phone no.

Assessment site

Assessment date/s Time/s

The Assessment Task is due on the date specified by your assessor. Any variations to this
arrangement must be approved in writing by your assessor.
Submit this document with any required evidence attached. See specifications below for
details.

Performance objective
The candidate will demonstrate the ability to monitor, adjust and review customer service.

Assessment description
You will develop strategies to monitor progress and obtain customer feedback. You will use
performance information and customer feedback provided by your assessor to review
customer service strategies and produce a report with recommendations for improvement.

Procedure
1. Read the following scenario:

The board at Innovative Widgets is pleased with the control you have taken to
address some of the customer service problems that had arisen. Mary is performing
better at her job and feeling more confident in her role. Yore Mine continues to
purchase their widgets from Innovative Widgets.
At this stage, the board would like you to take some steps to improve organisation-
wide delivery of customer service. They would like some specific targets developed
to measure the performance of the customer service team. They would also like to
monitor customer satisfaction levels and then recommend any changes required to
improve the delivery of customer service at Innovative Widgets.

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Assessment Task 3 BSBCUS501 Manage quality customer service

2. Develop a set of KPIs for Innovative Widgets customer service representatives. KPIs
should address the areas of customer and business requirements identified below:
a. call/enquiry/complaint handling time
b. following organisational procedures
c. identifying customer issues and opportunities to increase customer satisfaction
or meet customer needs
d. assisting team members to improve customer service
e. assisting other internal customers of customer service team
f. customer retention
g. sales
h. ability to handle complaints
i. ability to record and store customer information
j. customer satisfaction.
3. Develop a plan or procedure for monitoring team members performance against
KPIs.
4. Develop a questionnaire to collect customer feedback related to KPIs and/or designed
to uncover identifiable gaps between services provided (including the quality of
service) and customer expectations.
5. Arrange to meet with your manager (assessor) to receive performance data and
feedback from customers.
6. Discuss issues and possible solutions with your manager (assessor).
7. Analyse performance data and customer feedback to identify systemic customer
service issues and trends.
8. Prepare a 12 page report for the management at Innovative Widgets containing
recommendations for organisation-wide customer service improvement. The report
should contain:
a. 34 recommendations. At least one recommendation should address how to
improve public relations at Innovative Widgets.
b. A rationale for each recommendation based on your knowledge of:
i. problem identification and resolution
ii. managing customer service and customer relationships
iii. managing quality customer service delivery
iv. procuring appropriate technology to address customer needs.
9. Submit all documents to your assessor as per the specifications below. Ensure you
keep a copy of all work submitted for your records.

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Assessment Task 3 BSBCUS501 Manage quality customer service

Specifications
You must provide:
a set of KPIs for customer service team members and a plan or procedure for
monitoring team members performance
a questionnaire to gather customer feedback

a report containing recommendations for improvement of customer service.

Your assessor will be looking for:

reading skills to interpret Innovative Widgets information

writing skills to match your style of writing to the documents purpose and audience

communication skills to use listening and questioning techniques to obtain

information
work skills to:

collaborate with manager (assessor) to discuss customer service problems and

options
address complex customer service problems and use problem-solving
techniques to identify solutions
technology skills to prepare and present documents.

Adjustment for distance-based learners

No adjustments required.

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