Reference no: EM132327135

Manage Quality Customer Service Assignment -

Assessment Task 1 - Written Questions and Answers

Knowledge Questions -

1. Provide at least three (3) examples of legislative or regulatory context that can be relevant to customer service of your organisation.

2. Describe any three (3) organisational policy and procedures for customer service including handling customer complaints.

3. Using research, identify two (2) service standards and two (2) best practice models.

4. In no more than 100 words each, explain what is meant by 'public relations' and 'product promotion'.

5. Provide three (3) techniques for dealing with customers including customers with specific needs.

6. Describe the principles below and provide one (1) technique for each involved in the management and organisation of:

• 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.

7. Specify one (1) industry that you are familiar with and provide three (3) examples of possible customer needs.

Assessment Task 2 - Case Study & Role Play

Part A Case Study: - Mercury Solutions Pty Ltd

Questions - Read the case study provided to you, answer the questions below:

1. Based on the information from Appendix 1, calculate related operation statistics. Then summarise any other areas you can identify that customers are not satisfied.

• Average discount provided
• Average faulty widgets rate
• Average time to correct order
• Other unsatisfied areas

2. Develop a customer service plan for Mercury Solutions using the template provided in Appendix 2. Your customer service plan should include:

Vision and mission statements

Product standards that include:

• product dimensions
• tolerances
• discount to main customers
• material
• reorder time

3. Using the template provided in Appendix 3. Develop policies and procedures for:

• gathering customer information and conducting market research to identify customer needs using the RATER model
• responding to customer complaints
• managing records and data.

4. Develop a one-page reflection on:

• how you design the plan
• how and how often you will review the plan
• what strategies can help to deliver the product and service for quality, time and cost compliance

5. For Mercury Solutions customer service representatives, develop one (1) KPI for each area, which address the customer/ business requirements and delivery standards identified below:

• incoming call pick up time
• number of complaining calls
• complaint handling time
• customer retention
• sales
• Customer satisfaction.

PART B Role Play

Instructions - Continuing from Part A, you must now participate in a role play to discuss the customer service plan in your team. You will act as customer service manager of Mercury Solutions. Your classmates and assessor will act as other customer service representatives. Recently, you have noticed about the situations below:

Team members are really stressed about the calls.

Team members are angry that they were not given a heads-up about production problems so they could adequately explain to customers

Team members are unsure about complaints handling process

Team members are unsure about the standards for processing speed.

The role play should run for 10-15 minutes. The role play must be conducted considering organisation policies and procedures. Your assessor will look into the areas of your performance to:

1. Collect and clarity the information about customer needs.

2. Discuss and implement the customer service plan you have developed to your team.

3. Listen to the feedback and make necessary adjustment to the plan.

4. Obtain agreement from other team members that this plan can achieve the quality, time and cost specifications from customers.

5. Help team members to identify reasons of have difficulties in workplace related to customer service standards.

6. Using company policy and procedures to solve team member's issue and facilitate to meet customer service standards.

7. Prompt team members to conduct self-evaluation to meet organisation's quality and delivery standards.

Assessment Task 3 - Case Study & Role Play

Part A Case Study: - Customer Complains

Continuing from Task 2, it is one month after you created the customer service plan in Mercury Solutions. Board management team is happy about the targets you set for customer service team and now you need to monitor the implementation of the plan. You firstly reviewed feedbacks through use of internet, the most recent comment about Mercury Solutions is attached below:

'I work as a buyer for one supplier of vehicle equipment. We provide a lot of business to Mercury Solutions Pty Ltd. I ordered 1,000 x 7mm widgets for delivery last Friday. I was promised that the delivery would arrive within three days. It's now a week later and they still haven't arrived. My production manager just telephoned me to say he might fail to deliver a major order unless the widgets arrive in the next four days.

A few weeks ago a consignment of widgets arrived from Mercury Solutions Pty Ltd., but they were 6mm widgets rather than the 7 mm I had ordered on that occasion.

When I talked to their customer service, they spent 1 hour and solved nothing. At the end I realised that they misunderstood and thought that I ordered the products yesterday and even argued with me.

I am considering going to another supplier for our widgets even though Mercury Solutions Pty Ltd. is the only Australian supplier. I could get them cheaper from China, but the saving isn't great when you add in the extra shipping costs. I'm going to begin legal action if the widgets don't arrive today. I might order the widgets from China from now on.'

You then checked the internal database and extract customer satisfaction rate data below:

Data	Customer Satisfaction Rate
01-02-2019 (The date to implement customer service plan)	74%
08-02-2019	77%
15-02-2019	75%
22-02-2019	74%
01-03-2019	73%

This data indicates that you need further monitoring and reviewing on customer service. The resources you have now to support your customer service plan are listed below:

• Human resource
• Training opportunities
• Physical resources including equipment, technology, money etc.
• Company policy and procedures
• Intellectual property
• 11 months left to achieve your customer service plan target

Questions - Read the case study provided to you, answer the questions below:

1. Briefly summarise remaining issues your team may have.

2. Develop a plan or procedure for monitoring team members' performance against KPIs.

3. 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.

4. Write an email to your team members to remind them of accessible resources which can help to provide quality services and to overcome difficulties. In the email you should also mention any new resources you want to develop or procure in the future.

5. Prepare a one-page report to provide recommendations for organisation-wide customer service improvement.

6. Provide at least 4 (four) requirements for managing records and reports.

7. If you are going to contact this customer who posted the comment online, what strategies you will use to solve this complex complaint?

PART B Role Play

Instructions - Continuing from Part A, in order to generate better solutions to solve current customer service issues, you must now participate in a role play to consult with an external expert.

You will act as customer service manager of Mercury Solutions. Your assessor will act as one external expert who has many years of experience on delivering and monitoring quality customer service.

The role play should run for 10-15 minutes. The role play must be conducted considering organisation policies and procedures. Your assessor will look into the areas of your performance to:

1. Explain existing customer service standards including the monitoring strategy you are using.

2. Explain what customer feedbacks you have received.

3. Simulate and demonstrate how you ask for customers' oral feedback.

4. Ask for comments on the use of human resources and how to support the staff for better customer service delivery.

5. Summarise suggestions given by external consultant. Provide your decisions to overcome current problems and to adapt customer services, products and service delivery.

Note - Assessment task 3 part A only.

Attachment:- Assignment File.rar