Reference no: EM132288591

Task 2

part-1 Report should be between half a page and one-page long a Legislative and regulatory context b find examples of customer service strategies developed by other companies. c research and identify likely key customer needs in relation to cleaning services Task 2 part-2- Template provided (Customer services Strategies) strategies must address the key areas mentioned in the case study.

Task 2 part-6- Screen shot required and should show all the folder and documents named properly

Task 3 part-1 Customer services analysis should be one page. ( attached documents- list of service, policy and procedures, customer emails and responses) Check the delivery of company services according to quality and delivery standards check whether the response times for the delivery of quotes is in accordance with the timeliness specified in the customer policy and procedures check the quote is correct as per the List of services make notes on variance in response times or correctness of information "Proposed actions" "Read, if question is asking for anything else"

Task 4 part-1 Complex Complaints Briefing Report (Report should be between half a page and one-page long)

a. Summary of the issues

b. Analysis of relevant legislation.(Response should include: how the legislation applies to the case and example cases)

c. Issues with use of group buying web sites for businesses, including benefits and pitfalls.

d. Recommendations for actions, including response to the customers, as well as recommendations that can be adopted internally to avoid this situation reoccurring.

Task 5

part-1 Conduct research (real life customer surveys used by businesses, as well as how these surveys are administered (e.g. online) and how often.)

Part-2 Develop a customer survey (based on quality of service, ability to meet timelines, staff performance and cost of services), the survey developed by students must include at least 10 questions and address the areas in the scenario.

Part-4 Customer survey report (short report about 1 page) a Introduction b Analysis (Analysis of the results against industry benchmarks) c Overall Analysis d Recommendations

Assessment Task 2

Compete the following activities:

1 Write a regulations report.

Use the Internet to find out about legislation and regulations that the company needs to abide by in its delivery of services and ensure that this information is incorporated into the development of customer service strategies.

You will also need to provide an overview of the legislative and regulatory context at the meeting with staff so ensure you make notes to guide your delivery of the information to staff.

Use the Internet to find examples of customer service strategies developed by other companies. Make notes on your findings.
Using secondary sources of information, research and identify likely key customer needs in relation to cleaning services including as a minimum quality of service, cost of service, response times from booking of service to completion and so on.

2. Develop a customer service strategy
Research options for customer service strategies and customer needs

The customer service strategy should clearly reflect the customer needs you have identified and show how these needs will be satisfied through the service provided. The strategy should also document specific actions, priority and performance indicators.

Use the Customer Service Strategy Template to guide your work.

You will modify this document following a meeting with the Management Team, so save this version as Draft Customer Service Strategy.

3 Submit regulations report and customer service strategy to the management team (your
assessor).

4 Meet with the Management Team
At the meeting you, you will discuss and confirm the customer service strategy with the General Manager (your assessor).
At the meeting. you will be required to:
• Explain the importance of customer service, as well as legislation and regulations key to customer service
• Explain each of the strategies and actions in the new customer service strategy
• Explain how strategies and actions will assist in achieving the key customer service pnnciples as well as strategic mission, vision and objectives.
• Explain how your plans achieve the quality, time and cost specifications that the company has agreed to uphold for customers.
Owning the meeting demonstrate effective communication skills including:
• Speaking dearly and concisely
• Using nor-vernal communication to assist with understanding
• asking Questions to identify required information

5 Revise your customer service strategy.
Following the meeting, incorporate your General Manager's feedback into your customer service strategy.

Save this draft of the document as Revised Customer Service Strategy.

6. Take a screen shot of your folder and files.
Ensure that you have an overall folder for your work for this unit, as well as sub folders if necessary.

All of the documents that you have submitted for this assessment task should be correctly named and filed

Folders must be logical and well-organised, and you will be assessed on this.
The screen shot should show all folders and documents.

7. Submit customer service strategy and screen shot to the management team (your assessor).

Assessment Task 3 Instructions

Complete the following activities:
1. Write a customer service analysis

Review all of the following documents:
• Customer Emails and Responses sent by the customer service staff.
• Customer Service Policy and Procedure.
• Ozhouse Clean List of services

Review the information given on delivery of company services according to quality and delivery standards.
Check whether the response times for the delivery of quotes is in accordance with timelines specified in the Customer Service Policy and Procedures.

Check whether the information provided within the quote is correct as per the Ozhouse Clean List of Services.

Make notes on variances in response times or correctness of information.
This information will need to be shared at the meeting with staff.

Identify and make notes on actions to address identified issues with response time or correctness of information to discuss with the staff member at a meeting. This should be both immediate action/s or actions to be completed over a period of time.

2. Conduct service delivery analysis meeting

Meet with your customer service team (your assessor) to:
• Outline response timelines and information requirement as included in the Customer Service Policy and Procedures and List of Services.
• Explain any variances identified through your review of the email correspondence.
• Outline your proposed actions.
• Open the meeting to discuss your proposed actions.

During the meeting, demonstrate effective communication skills including:
• Speaking clearly and concisely
• Using non-verbal communication to assist with understanding
• Asking questions to identity required information
• Responding to questions as required
• Using active listening techniques to confirm understanding
At the meeting your team (your assessor) will also give you some unexpected information, which you need to discuss, and identify additional or revised actions. These should be discussed in the meeting.

3. submit customer service analysis to the customer service team (your assessor).

Assessment Task 4 Instructions

Complete the following activities:

Write a complex complaint briefing report.
Your investigation should include an analysis of the legal situation, example cases and recommendations for how to avoid this situation in the future.
Your beefing report should address:
a Summary of the issues
b Analysis of relevant legislation.
c Issues with use of group buying web sites for businesses, including benefits and pitfalls.
d Recommendations for actions, including response to the customers, as well as recommendations that can be adopted internally to avoid this situation reoccurring.

Assessment Task 5

1. Conduct research
Use the Internet to research real life customer surveys used by businesses, as well as how these surveys are administered (e.g. online) and how often.

Identify best practices in customer surveys in regard to questionnaire design and survey method end frequency. Make notes on your findings

2. Develop a customer survey
Dosed on the areas identified in the task instructions (i.e. quality of service, ability to meet timelines, staff performance and cost of services), develop a customer survey.

Your survey should include at least 10 questions.

You may also Include rating criteria for customer to rate their responses.

Send the customer survey to your assessor. It should outline the purpose of the survey and include your recommendations on how often the survey should be administered and by what method based on the research you undertook. You should Include a clear rationale for your
recommendations.

Complete the following activities:

Write a Customer Survey Report.

Review the scenario information and analyse the results.

Develop a short report (about 1 page) to discuss the results of your analysis.
Your briefing report should include, as a minimum:
• A shout introduction outlining where the data is from
• An analysis of the results against industry benchmarks for overall customer satisfaction, ease of doing business and customer loyalty.
• Your overall analysis of how the company is performing in terms of customer service.
• Your recommendations based on the customer survey conducted and your analysis.

Attachment:- Assignment.rar