BSB51107 Diploma of Management

Assessment Task 2 – Study Period 4

BSBCUS501A Manage Quality Customer Service

CUSTOMER SERVICE QUESTIONNAIRRE

1. Imagine you work in a shop. List three things you can do to engage with a new customer
walking into the store.

* Greet your customer promptly

* Converse with your customer. See if they need any assistance in finding something.
What are they looking for? Use knowledge and active listening to find out how you can help
them.
* Show customers new stock and inform them about specials that thy might be interested
in

2. Give one example of a customer/client in a service industry setting.

Once client of a “Service Industry Setting” could be a small business. In this instance you
could say that the small business is a client of an accountant.

3. Give an example of an internal customer/client in an organisation of your choice.

In a restaurant environment. The butcher supplies the meat to the restaurant. The
restaurant is the internal customer.

4. In your own words, explain what is meant by the term “vision” when used in a customer
service plan.
In regards to the customer service plan, the term “vision” means what the goals of the
company in regards to the customer service are or where they want them to be in the
future.

5. In your own words explain what is meant by the term “mission” when used in a
customer service plan.
In regards to the customer service plan, the term “mission” means what the company plans
to do to achieve the vision.

6. Why is it important to solve a customer’s complaint to the customer’s satisfaction?

If a customer’s complaint isn’t resolved it can lead to a bad reputation for the company as
well as a decrease in sales. When a customer is unhappy with a product or service they will
often tell people about their bad experience. This will lead to people not wanting to use
your products/services.

7. Explain what the term “segmenting customers” means to you.

Customer segmentation is when you divide your customer base into groups for marketing
purposes. They can be divided into things such as age, gender, interest and many more. By
doing this companies can target specific groups of customers effectively and therefore
making the most of a marketing campaign.
 8. What to the letters in the acronym RATER stand for?
Reliability, Assurance, Tangibles, Empathy, Responsiveness

9. In your own words, explain what “active listening” means.

Active listening refers to when you a customer is engaging with you and you are effectively
listening and comprehending what they are saying. You do this by; asking questions,
paraphrasing, maintaining eye contact and verbal prompts.

10. In survey design, what does “question reliability” mean?

Question reliability means if a question produces the same results or answers if asked in
repeated trails.

11. In survey design, what does “question validity” mean?

A question is considered valid if the person asking the question and the person responding
to the question understand the question in the same way, the way it was intended to be
understood.

12. List four methods for obtaining customer feedback.

* Mystery Shopper Activities

* Point of contact questioning
* Email Surveys
* Suggestion Boxes

13. Name three ways you can maintain good relations with existing customers.

* Focus on meeting your customers’ needs

* Make all interactions with your customers a pleasant, professional and happy experience
* Ensure shop/workspace is clean and appealing
* Maintain your brand

14. What is the benefit of using an even number of response options in survey questions
There is no “safe” option to choose therefore you are not left with a neutral response.

15. In your own words, explain the difference between “leadership” and “supervision”
Leadership is when someone has a specific strategy to motivate, inspire and set vision for
others. Supervision is not “strategized”. Supervision involves the day to day mongering or
overseeing or a person/group.

16. In your own words, explain the difference between “mentoring” and coaching”.
Mentoring involves skill transfer from a more experienced to a less experienced person. It is
an approach that is more “long term” than coaching, and is used to develop an employee by
pairing them with someone who is more experiences and will coach, counsel and encourage
the mentee’.
Coaching is the act of training and directing an individual/group. It is usually a short term
and follows a structured routine or mould of what the individual/group must learn.
 17. In your own words, explain cause root analysis.
Root cause analysis is a type of problem solving that tries to identify the precise or
underlying reason that has created a problem. Active listening is a huge component of Root
cause analysis. Root Cause analysis involves 7 key steps. These steps are;
* Define the problem
* Gather evidence about the problem
* Identify cause and effect relationships
* Identify the cause(s) that if removed or fixed would prevent the problem
* Identify solutions
* Implement solutions
* Observe impact to ensure the initial problem is fixed and no new problems have been
caused as a result of the solution.

18. In your own words, explain what a bulls-eye diagram is and how it would be used.
A bull’s eye diagram is a visual ranking system which allows you to identify which
issues/tasks are most important and which ones are least. The most important items are
listed in the centre and the less critical are in the outer rings.
In customer service a bull’s eye diagram could be used to prioritise customer’s suggestions.
You are able to prioritise these “suggestions” from what you feel is most important to what
is less critical and be able to see it in a visual way, making it easier to determine what
suggestions you will implement first.

19. Explain the procedures you would use to manage customer/client complaints
effectively.

* Greet the customer, smile at the customer and introduce yourself

* Ask the customer for their name; always greet them as Mr., Mrs. Etc.
* Ask the customer the details of the complaint.
* Empathise with the customer and acknowledge their distress
* Paraphrase the customer’s problem back to them to ensure you have all the facts right
and if there is anything further the customer would like to add.
* If you have the power to, offer a solution (a refund of the product etc.)
* If you do not have the power, involve your manager.
* Apologise for the inconvenience and thank them for bringing the problem to your
attention.
* Record details of the complaint including customers name, contact details, complaint
details, how you dealt with it and how the customer reacted
* Follow up with the customer a few days later.