Reference no: EM132189646

Assessment Task 1 - Customer service knowledge test

Performance objective

For this task, you will demonstrate knowledge of relevant legislation, customer service principles, organisational business structure, product and service standards and best practice models.

Assessment description
Youare required to answer a series of questionson relevant legislation, customer service principles, organisational business structure, product and service standards and best practice models.

Procedure

1. Review the customer service questions below. Note that this is an open-book assessment, so you may use your Student Workbook to assist you to answer these questions.

2. Provide written responses to the questions in line with the specifications below.

Note: If you need help understanding any questions, ask your assessor to explain. Many questions require a workplace example. Where possible, use examples from your own place of work to illustrate your understanding of customer service concepts. Where it is not possible to identify examples from your own place of work, you may imagine other examples or conduct research.

Specifications

You must provide:
- written responses to the customer service questions below.
Your assessor will be looking for knowledge of:
- key provisions of relevant legislation from all levels of government that may affect aspects of business operations, such as:
? anti-discrimination legislation
? ethical principles
? codes of practice
? privacy laws
? environmental issues
? work health and safety (WHS)
- principles of customer service
- organisational business structure, products and services
- product and service standards and best practice models.
Adjustment for distance-based learners:
- no variation of the task is required
- a follow-up interview may be required (at the discretion of the assessor)
- documentation can be submitted electronically or posted in the mail.

Customer service questions

Question 1: What are the principles of customer service? For each principle, give a workplace example of how the principle is applied.

Question 2: List three sources of information about customer service techniques.

Question 3: What are some ways that organisational structure could affect the delivery of customer service?Give workplace examples.

Question 4: What is a customer service standard?Why are they important? Give a workplace example.

Question 5: Identify four common features of customer service best practice models.Assessment Task 2 - Advise on customer service needs

Performance objective
For this task, you will demonstrate knowledge and skills required to assess customer needs and recommend actions to promote the improvement of customer service delivery.

Assessment description

Using the workplace scenario information provided, you will perform a role-play in which you will assess customer needs, diagnose service delivery problems, develop options to improve customer service, and follow complaints procedures. You willalso demonstrate the use of a website to meet customer needs.

Procedure
1. Review the CoffeeVille simulated business information provided by your assessor.
2. Review the scenario information attached to this task.
3. Plan to make customer contact by:
a. studyingthe scenario requirements
b. studying the policies and procedures in the Assessment Task appendices
c. studying company products and prices.
Note: You must register to view available products. See CoffeeVille online access procedure in Appendix 7for instructions. If you have problems using this website, try accessing the website in a different browser.

4. Conduct a role-play. Ensure you follow organisational procedures to deliver service, fulfil orders and take feedback.

5. Conduct the role-play and submit your supporting documentation in accordance with specifications set out below.

Specifications

You must:
- perform a role-play to advise on customer needs, fulfil orders and resolve complaint
- submit notes on complaint as per procedure
- submit feedback from customer
- submit order data.
Your assessor will be looking for:
- communication skills to:
? communicate effectively with personnel and clients at all levels
? articulate customer service strategies.
- interpersonal skills to build rapport with customers
- problem solving skills to diagnose organisational problems relating to customer services
- self-management skills to follow organisational procedures and learn organisational requirements
- knowledge of goods and services.

Adjustment for distance-based learners
- no variation of the task is required
- the role-play may be conducted via video or teleconferencing
- a follow-up interview may be required (at the discretion of the assessor)
- documentation can be submitted electronically or posted in the mail.

Scenario - CoffeeVille
You are a sales and customer service representative in the east sales team. Your manager, Mary White, has asked you to manage sales, enquiries and complaints from wholesale customers.

Your delegation limit is $500.
You are aware that, because of temporary supplier issues, CoffeeVille is only able to supply instant coffee through its website. For fresh, fair-trade gourmet coffee, take orders manually by noting details. Delivery time is guaranteed in one (1) week. Cost is $10 for a 2 kg bag.
A new business customer, Pat Burns, has arrived at the sales office. The customer appears very upset.

Assessment Task 3 - Support implementation of customer service strategies

Performance objective
For this task, you willdemonstrate the knowledge and skills required to support implementation of customer service strategies.

Assessment description
Using the workplace scenario and role-play information provided, you will explain an organisation's customer service strategy to a colleague or colleagues (your assessor and/or other people chosen by your assessor will play the role of colleagues). You will explain opportunities to apply the strategy to customer service contact. You will also explain budget allocations for customer contact.

Procedure
1. Review the CoffeeVille simulated business information in the Assessment Appendices document.
2. Review the scenario information attached to this task.
3. Prepare a presentation to colleagues explaining the organisation's customer service strategy. Arrange a suitable time to deliver your presentation with your assessor. Your presentation should:
a. discuss strategy in terms of organisational overall strategy
b. discuss examples and opportunities for customer service
c. discuss budget allocations
d. encourage questions and comments on strategy implementation from customer service team to gain feedback and support from the team.
Document your work group meeting with notes/minutes to refer to as you present and to provide evidence for assessment.
4. Collaborate with your team/work group, communicating effectively and appropriately to peers, making sure to:
a. lead (i.e. chair) the meeting in a friendly and professional way
b. ensure decisions are made and records are kept.
5. Submit the meeting agenda to your assessor in line with the specifications below. The agenda may be paper-based, a word-processed document or a PowerPoint presentation.

Specifications

You must:
- present customer service strategy to peers
- provide a meeting agenda
- submit notes/minutes of the group meeting.

Your assessor will be looking for:
- communication skills to:
? communicate effectively with personnel and clients at all levels
? articulate customer service strategies.
- literacy skills to read simulated business information to determine strategies.
Adjustment for distance-based learners
- no variation of the task is required
- the presentation may be conducted via video or teleconferencing
- a follow-up interview may be required (at the discretion of the assessor)
- documentation can be submitted electronically or posted in the mail.
 
Scenario - CoffeeVille
Mary White, your manager, has asked you to lead a work group meeting to develop a customer service strategy to junior member/s of the sales and customer service team for the third quarter of 2012. Your meeting should cover the following points, recorded as meeting agenda items.
- Describe the importance of having a strategy.
- Focus on two to three strategies (included within already existing procedures for customer service) to maintain customer service quality.
- Include examples or demonstration of strategies to ensure team members understand how strategies could be applied in a real customer contact.
- Relate strategies to overall business goals and strategic directions.
- Note where team has deviated from budget and explain importance of budget compliance for achieving organisational goals.
- Allocate financial resources equally for a customer service team of four people for the third quarter. Assume that the third quarter budget is same as the budget for the second quarter.
- Include opportunity for consultation with team members on specific implementation of strategies to gain their support and reduce chances of non-compliance.

Assessment Task 4 - Evaluate and report on customer service

Performance objective
For this task, youwill demonstrate skills and knowledge required to evaluate and report on customer service.

Assessment description
Using the CoffeeVille simulated business documentation provided, you will review customer satisfaction with delivery of customer service. You will then prepare a management report to identify changes necessary to maintain service standards, provide recommendations for improvement of service delivery, and plan monitoring and reporting systems to compare changes in customer satisfaction.

Procedure
1. Review the CoffeeVille simulated business information provided in the Assessment Appendices document.
2. Review the scenario information attached to this task.
3. Using the survey results, analyse customer satisfaction with service delivery. Consider performance monitoring results.
4. Prepare a management report. Include:
a. identification of changes necessary to maintain customer service standards
b. two recommendations for improvement of service delivery
c. explanation of how your recommendations reflect:
i. organisational needs and priorities
ii. principles of customer service
iii. consideration of organisational structure and operations.
d. a discussion of two or threepossible future directions for customer service strategies. Explain how organisational needs and priorities will be met.
e. ashort explanation of planned monitoring and reporting system to compare changes in customer satisfaction.
f. an implementation schedule for customer service performance monitoring and reporting activities for the 2012/13 financial year. Schedule activities for treatment of data.

Specifications
You must provide:
- areport on customer service.

Your assessor will be looking for:
- communication skills toarticulate customer service strategies
- literacy skills to:
? prepare general information and papers
? read a variety of texts.
- planning skills to develop implementation schedules
- problem solving skills to diagnose organisational problems relating to customer services
- self management skills to:
? comply with policies and procedures
? consistently evaluate and monitor own performance
? seek learning opportunities.
- knowledge of business structure, products and services to plan and make suitable recommendations in report
- knowledge of customer service principles to inform recommendations.

Adjustment for distance-based learners
- no variation of the task is required
- a follow-up interview may be required (at the discretion of the assessor)
- documentation can be submitted electronically or posted in the mail.

Scenario - CoffeeVille
In order to ensure customer satisfaction, CoffeeVille requires regular monitoring and reporting of customer service performance.
It is the end of the fourth quarter for the 2012/2013 financial year. Your manager, Mary White, has asked you to review customer service information (customer satisfaction survey and performance information) and prepare a report containing:
- recommendations for changes to customer service strategies and practices
- possible strategic future directions in customer service for the 2012/2013 financial year and beyond
- an implementation schedule for customer service monitoring and reporting activities for the 2012/2013 financial year - customer service performance is to be assessed quarterly in accordance with CoffeeVille commitment to continuous improvement. Implementation of policies regarding the use and storage of customer satisfaction data must be scheduled.

One risk that Mary has identified is the possible lack of employee and contractor knowledge of company policy with regard to the use and storage of customer satisfaction survey data, which contains names and contact details of respondents for verification purposes.

Attachment:- Appendix.rar