Student Declaration
To be filled out and submitted with assessment responses
◻ I declare that this task and any attached document related to the task is all my own work and I have not cheated or plagiarised the work or colluded with any other student(s)
◻ I understand that if I am found to have plagiarised, cheated or colluded, action will be taken against me according to the process explained to me
◻ I have correctly referenced all resources and reference texts throughout these assessment tasks.
◻ I have read and understood the assessment requirements for this unit
◻ I understand the rights to re-assessment
◻ I understand the right to appeal the decisions made in the assessment
| Marking Sheet
Completed successful Did the student satisfactorily: |
Comments | Y | N | DNS |
| The student has satisfactorily completed and submitted the following:
· Strategy to monitor progress in achieving product and/or service targets in Task 3.1A · Examples of implementation of the monitoring strategy in Task 3.1A · Questionnaire developed to obtain customers’ feedback in Task 3.1B · A strategy to provide professional development in customer service practices for the customer service team in Task 3.1C · A plan to procure the resources needed to implement the strategy (about professional development) in Task 3.1C · Examples of how to use resources effectively to provide quality products and services to customers based on a given scenario in Task 3.1C · Meeting minutes of consultation with pertinent stakeholders in Task 3.2 |
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☐ | ☐ | ☐ |
| Demonstrated ability to:
· Identify and procure resources required to address customer service requirements This is evidenced by: · A strategy to provide professional development in customer service practices for the customer service team in Task 3.1C · A plan to procure the resources needed to implement the strategy (about professional development) in Task 3.1C · Examples of how to use resources effectively to provide quality products and services to customers based on a given scenario in Task 3.1C |
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☐ | ☐ | ☐ |
| Demonstrated ability to:
· Monitor team performance and assess against the organisation’s quality and delivery standards · Develop and use strategies for monitoring progress against product and service targets and standards This is evidenced by: · Strategy to monitor progress in achieving product and/or service targets in Task 3.1A · Examples of implementation of the monitoring strategy in Task 3.1A |
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☐ | ☐ | ☐ |
| Demonstrated ability to:
· Develop and use strategies for obtaining customer feedback on the provision of product and service This is evidenced by: · Questionnaire developed to obtain customers’ feedback in Task 3.1B |
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☐ | ☐ | ☐ |
| Demonstrated ability to:
· Adapt delivery of customer product and service in consultation with relevant individuals and groups This is evidenced by: · Meeting minutes of consultation with pertinent stakeholders in Task 3.2 |
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☐ | ☐ | ☐ |
| Demonstrated ability to:
· Manage records, reports and recommendations within the organisation’s systems and processes This is evidenced by: · Strategy to monitor progress in achieving product and/or service targets in Task 3.1A · Examples of implementation of the monitoring strategy in Task 3.1A · Questionnaire developed to obtain customers’ feedback in Task 3.1B · A strategy to provide professional development in customer service practices for the customer service team in Task 3.1C · A plan to procure the resources needed to implement the strategy (about professional development) in Task 3.1C · Examples of how to use resources effectively to provide quality products and services to customers based on a given scenario in Task 3.1C · Meeting minutes of consultation with pertinent stakeholders in Task 3.2 |
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☐ | ☐ | ☐ |
| When collaborating with the group, the student has actively participated in group work with a substantial contribution that can be assessed individually for all the requirements of this task. |
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☐ | ☐ | ☐ |
| Task Outcome: Satisfactory ☐ Not Yet Satisfactory ☐ | ||||
| Student Name: | ||||
| Assessor Name:
Assessor Signature: Date: |
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Task 3 – Monitoring and support strategies
| Task summary and instructions | |
| What is this assessment task about? | This taks builds on Task 2 where policies and procedures are also provided.
You are a customer service manager working for Innovative Widgets. The board at Innovative Widgets is pleased with the work you have performed to address some of the customer service problems in the organisation. Mary is performing better in her role and feeling more confident. Yore Mine continues to purchase their widgets from Innovative Widgets. At this stage, the board would like you to take some steps to improve the 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. This task comprises of the following assessment methods: o Product-based ☒ o Direct observation of Role-Play ☐ o Case Study ☒ o Other (specify) ☐ It has been designed to evaluate your ability to/competency in: · Identify and procure resources required to address customer service requirements · Monitor team performance and assess against the organisation’s quality and delivery standards · Develop and use strategies for monitoring progress against product and service targets and standards · Develop and use strategies for obtaining customer feedback on the provision of product and service · Adapt delivery of customer product and service in consultation with relevant individuals and groups · Manage records, reports and recommendations within the organisation’s systems and processes You are required to address the following: · Task 3.1 Monitoring strategies: Develop and use strategies to: § Monitor progress in achieving product and/or service targets and standards § Obtain customer feedback to improve the provision of products and services § Develop, procure and use resources effectively to provide quality products and service to customers · Task 3.2 Decision making on customer service improvement: o Address a scenario and make decisions to overcome problems and adapt customer services, products, and service delivery in consultation with pertinent stakeholders. Although the assessment requires group collaboration to simulate a work environment, the assessment submission is individual, and it will be marked as such. |
| What do I need to do to complete this task satisfactorily? | · submit the completed assessment tasks, according to instructions,
· complete the tasks with sufficient detail and present them in a professional manner, · use your own words and reference sources appropriately, · meet the word count where required, · use the scenario provided, · use the templates provided where required, · for your performance to be deemed satisfactory in this assessment task you must satisfactorily address all of the assessment criteria, · if part of this task is not satisfactorily completed you will be asked to complete further assessment to demonstrate satisfactory performance. |
| Specifications | You must deliver/participate in:
· Consult with a group of students who will play the role of pertinent stakeholders in the organisation to determine remedial actions to address customer service-related issues. You must submit to GOALS · Strategy to monitor progress in achieving product and/or service targets · Examples of implementation of the monitoring strategy · Questionnaire developed to obtain customers’ feedback · A strategy to provide professional development in customer service practices for the customer service team · A plan to procure the resources needed to implement the strategy (about professional development) · Examples of how to use resources effectively to provide quality products and services to customers based on a given scenario · Meeting minutes of consultation with pertinent stakeholders |
| Resources and equipment | • Computer with Internet access
• Access to Microsoft Office suites or similar software • Learning material • Scenario for assessment as provided • Appendices as provided • Relevant policies and procedures as provided • Templates as provided |
| Re-submission opportunities | You will be provided feedback on your performance by the Assessor. The feedback will indicate if you have satisfactorily addressed the requirements of each part of this task. If any parts of the task are not satisfactorily completed, the assessor will explain why, and provide you written feedback along with guidance on what you must undertake to demonstrate satisfactory performance. Re-assessment attempt(s) will be arranged at a later time and date. You have the right to appeal the outcome of assessment decisions if you feel that you have been dealt with unfairly or have other appropriate grounds for an appeal. You are encouraged to consult with the assessor prior to attempting this task if you do not understand any part of this task or if you have any learning issues or needs that may hinder you when attempting any part of the assessment. |
Complete the following activities:
Task 3.1 Monitoring strategies
Develop and implement strategies to:
- Monitor progress in achieving product and/or service targets and standards
- Obtain customer feedback to improve the provision of products and services
- Use resources to provide quality products and service to customers
See and use the templates and instructions provided below:
- Monitor progress in achieving product and/or service targets and standards
- Develop a strategy to monitor progress in achieving product and/or service targets (Template 1).
Template 1 – Progress in achieving product and/or service targets and standards
| Monitoring tools/medium and techniques.
List 3-5 monitoring tools/medium and techniques such as mystery shoppers, data mining and analysis; social media monitoring; customer review; use of CRM etc… |
It is helpful to use in track the people, to do the continue tracking and status of the system, used to order and earliest warning regarding the system failure the fact of any problem and other releted issue to the improvement of them. | ||
| KPIs
Develop 1 KPI for each one of the areas listed in the table on the right. |
Area/Factor | KPI | |
| Call handling time | Do the proper communication regarding their work plan and the work maanagamnat. | ||
| Complaint handling time | What is the major amount regarding the spent of the call include the administrator duties. | ||
| Adherence to customer service policy and procedures | They need to write the process the down it is aception regarding the lowest level of the knowledge and helpful employed to understand the processor necessary needs. | ||
| Customer satisfaction rate | Customer satisfaction rate is depends on the customer. Their needs related to the adjustment of their, particular thing what will they purchase what will you like to do and what kind thing they prefer. | ||
| Customer retention/loyalty | It is retention way to do the management and the client way to do the continue product services and the loyalty the measurement of the customer and there propensity. | ||
| Data entry (order taking) | It is process to do the information into electronic medium suggest the computer in the other electronic device. | ||
| Staff turnover | It is a total number of the workers who are working in the particular place it is a staff turnover and the company certain time period (AlQershi, et al., 2018). | ||
| Positive review 1-5 stars on productreview.com.au | It is included with the their choices that is freaks which kind of things they like to prefer. | ||
| Monitoring – Frequency
Determine the frequency to monitor the customer service-related are listed on the right. |
Area/Factor | Frequency | |
| Sales | Work planning. | ||
| Customer satisfaction | Work monitoring. | ||
| Data entry | Work issues.. | ||
| Call handling time | Comflice and the retention of the satisfaction rates. | ||
| Budget
Determine a proposed budget to implement the monitoring strategy. Include 3 key cost items of the budget. |
It is work with the recommended 30-20 system with the spirits income crosses 3 measurement category 50% go to the necessity is 30% to the ones and 20% including in the savings. | ||
- Provide a practical example of how to use the monitoring strategy for each described scenario below to monitor progress in achieving product and/or service targets and standards:
| Scenario | Practical example of the monitoring strategy |
| A competitor has just entered the Australian market, selling the same product with an aggressive discount strategy (10% discount for each product). | When the customer cut out the price it is a competitive age regarding the double value and the offering later to the meaning full and the target customer. |
| Three new team members have joined the customer service team. | Give the training to them.
Time to take the proper feedback for the customer. Check their strategy of work and plans. |
| Innovative Widget has just launched a new product (Product Alpha) with a target to achieve one million dollars in sales in 6 months since launch by advertising to existing customers only. | In thus they need to do the promotion of the new products nd the plans.
They need to check the effectiveness of this. And make them potential for the work and the given work plan and the adjectives. |
| The board would like to achieve the following target: 60% of existing customers re-ordered with Innovative Widgets 4 times every three months. | They need to shut the software goal sales and the user make the target visible their home screen (Ahluwalia, 2022). |
- Obtain customer feedback to improve the provision of products and services
Develop a questionnaire to obtain customer feedback to improve the provision of products and services at Innovative Widgets.
The questionnaire must be developed as follows:
- 6 questions (using four or more of the question types listed below)
- 1 open question
- 1 multiple choice question (3 choices)
- 1 leading question
- 1 importance question
- 1 dichotomous question
- 1 rating question
- 1 buying propensity question
- 1 Likert
See useful link: https://www.flatworldsolutions.com/research-analysis/articles/different-types-questionnaires.php
- Cover 3 or more of the following topic areas:
- Customer satisfaction
- Propensity to buy Innovative Widgets Products
- Quality of customer service
- Delivery (speed)
- Repeat orders
- Recommend Innovative Widgets to colleagues/friends
Record the questions below:
| Question | |
| 1 | What kind of services they prefere? |
| 2 | What is you approach fr this? |
| 3 | What kind of the things do you prefere? |
| 4 | What kind of the services you takes ? |
| 5 | What kind of the advantages you got? |
| 6 | What is the cost eastimation of it? |
- Procure resources to provide quality products and service to customers
- Develop a strategy to provide professional development in customer service practices for the customer service team. The strategy must address:
- Latest customer service techniques
- Use of CRM
- Conflict management/Handling of complaints
- Team building
- Work-life balance
And
- Costing
- Timelines to implement the strategy
(80-120 words)
(Example: formal and informal training, mentoring, team building activities, flexible work arrangements etc.)
| Strategy:
They need to take the formal work the informal training for this. They need to do the work planning and the innovation of it. It is the work plan and the work management approach of the work implementation and the given adjectives. |
- Develop a plan to procure the resources needed to implement the strategy.
Include information on features and pricing of a new CRM that could be implemented at Innovative Widgets.
(50-100 words)
|
Plan: It is innovation trend related to the artificial intelligence, powered the customer support, applies the across spectrum and technology, is include the machine learning program. Analysis natural language processing and the robotics planning in the one of the project. |
- Provide a practical example of using resources effectively to provide quality products and services to customers for each scenario below.
| Scenario | Practical Example |
| Team building | Tide human note for this, prepared the square program. |
| New CRM | Work for the management and the control process of the work programmer and the elated work and the planning concept. |
| A guest speaker to talk about handling demanding customers. | First and for most listen their issues.
Lower your voice while you are talking with the customer and handling the customer demands. |
| Visit the site of a company that is renowned for best practices in customer service. | To know the proud of force maintained product and the positive attitude towards work create the problem solving method and responsibility for the further queries. |
Task 3.2 Decision making on customer service improvement
Meet with a group of classmates. The classmates will play the roles of pertinent stakeholders in the organisation:
- Manufacturing manager
- Warehouse manager
- Sales manager
- HR manager
- Discuss the scenarios below and, in consultation with the stakeholders, make decisions to overcome problems and adapt customer services, products, and service delivery.
- Write the meeting minutes of the consultation as evidence of your meeting (Template 2).
Scenario A
A competitor has just entered the Australian market, selling the same product with an aggressive discount strategy (10% discount for each product). How can you compete against such an aggressive campaign? How can you adapt your customer service, products and service delivery to:
- Compete on quality of customer service
- Keep your customer base
- Reinforce the message that you are a reliable and quality supplier
- Increase the speed of delivery (now it is three days guaranteed)
- Cut the operational cost by 10% to match the price of the competitor if needed
Consult with the stakeholders and record 3 key decisions that you can make today to address the scenario.
Scenario B
3 new team members have joined the customer service team. They need appropriate induction and training. Consult with the stakeholders and record 3 decisions that you can make today to properly induct and train the new team members to perform according to the standards required.
Scenario C
Innovative Widget has just launched a new product (Product Alpha) with a target to achieve one million dollars in sales in 6 months since launch by advertising to existing customers only.
Product alpha is a widget developed using 3D printing technology to customers’ specifications (see the picture on the left as an example).
Consult with the stakeholders and create a tagline for the product.
Template 2 – Meeting Minutes
| Date | 20-08-2022 |
| Location | Innovative Widgets Boardroom |
| Attendees | <Add name of the students playing each role>
· Manufacturing manager – <john> · Warehouse manager – <Alli> · Sales manager – <thomas> · HR manager – <steve> |
| Summary of discussion Scenario A.
Record 3 key decisions that you can make today to address the scenario. (30-50 words) |
Strategic desionn of the work an dthe dealing with the customer.
programming the work and te wirk formation decision. Take the policy work plan and the given policy wirk and decision.
|
| Summary of discussion Scenario B .
Record 3 decisions that you can make today to properly induct and train the new team members to perform according to the standards required. (30-50 words) |
Tthey need to do the prepairation of the induction and the checklist of the given and the written work and the work plan.
Outline the workplan and the work formation expectation clearly. Look the innovation and the effective way of the work planning and the work creativity. Look for the new work plan and the hireing. |
| Summary of discussion Scenario C.
Record tag line for the product. (30-50 words) |
They need to do the work planning aand the work formation regarding the product plan and the work planning of the work ad the given adjcetives aand the management fir this.
Incourage them to involved them into the team and the team innovation (Al Bakri, et al., 2018). TAGLINE – DEVICES FOR LIFE |
References –
Ahluwalia, G. K. (2022). Customer Relationship Management-A tool of Customer Satisfaction and Loyalty. Journal of Positive School Psychology, 6(3), 4476-4481.
AlQershi, N., Abas, Z. B., & Mokhtar, S. S. M. (2018). Explore the dynamics of customer relationship management on organizational performance. Anwesh, 3(1), 10.
Al Bakri, A. A. Z., Rusni, N. A., & Jaaffar, E. (2018). Salient Customer Relationship Management (CRM) dimensions contributing to customer loyalty for UEMS in facility management.