Manage organizational customer service
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 plagiarized the work or colluded with any other student(s)
◻ I understand that if I am found to have plagiarized, 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
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For Trainer and Assessor to complete:
◻ Student requested reasonable adjustment for the assessment
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| Marking Sheet
Completed successfully
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 ☐
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Table of Content
Task 3 – Monitoring strategies. 6
Task 3.1 Monitoring strategies. 8
Task 3.2 Decision making on customer service improvement 12
Task 3 – Monitoring and support strategies
| Task summary and instructions
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| 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.
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| 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
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| 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.
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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… |
Some of the tools of monitoring and monitoring techniques that can be used are-
1) Social media monitoring 2) Customers review 3) Data mining and analysis (Wang, & Aguirre, 2018). |
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| KPIs
Develop 1 KPI for each one of the areas listed in the table on the right. |
Area/Factor | KPI | |
| Call handling time | For the handling of the call time, a suitable schedule will be prepared. | ||
| Complaint handling time | For handling the complaint time, a suitable schedule will be prepared. | ||
| Adherence to customer service policy and procedures | Business objectives are determined and tracked by customer service teams. | ||
| Customer satisfaction rate | From the customer feedback will be taken. CSAT will be used for measuring the satisfaction of the customers. | ||
| Customer retention/loyalty | The customer retention rate will be calculated. Purchase frequency will also be calculated. | ||
| Data entry (order taking) | Return processing of intangible and tangible goods will be processed. | ||
| Staff turnover | Increased performance of the staff can be measured. From the staff, feedback can be collected. | ||
| Positive review 1-5 stars on productreview.com.au | 4.5 | ||
| Monitoring – Frequency
Determine the frequency to monitor the customer service-related is listed on the right. |
Area/Factor | Frequency | |
| Sales | Once in week | ||
| Customer satisfaction | After every order or call of the customers | ||
| Data entry | Daily | ||
| Call handling time | Every 2-3 days | ||
| Budget
Determine a proposed budget to implement the monitoring strategy. Include 3 key cost items of the budget. |
To implement the monitoring strategy, the proposed budget is $10,000.
Three cost items of the budget are- 1) Rent 2) Emergency funds and irregular expenses 3) Data entry budget is 3k (Wang, & Aguirre, 2018). |
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- 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).
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By company monitoring, strategy can be used by forming the feedback stability and loops. It will help to know which product is making a good profit.
Competitors’ products can be compared with our product to monitor their performance. |
| Three new team members have joined the customer service team.
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A performance measurement strategy will be used in this scenario. Against the set goals performance of the customer service team can be measured. |
| 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.
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The interest of the current customers will be monitored on the new product. Progress will be monitored frequently. Coupons will be added where rewards can be earned or can be shared to increase sales. |
| The board would like to achieve the following target: 60% of existing customers re-ordered with Innovative Widgets 4 times every three months.
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Feedback will be monitored and continuous practice will be done for improvement. Observations will be monitored and current customers’ requirements and demands will be monitored (Stone, et al., 2021). |
- 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 | About our services and product, what do you think? |
| 2 | On a scale of 1 to 10 how much you are satisfied? |
| 3 | According to you in six months how often do you repeat the orders? |
| 4 | To your friends would you suggest the product and services of innovation widgets? |
| 5 | Do you think our delivery system is accurate? |
| 6 | Do you like the products and services of the innovative widget? (Suchomel, et al., 2021). |
- 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:
1) Mentoring- Providing quality products and services to customers can also be enhanced through mentoring. The mentoring program can help them learn the techniques for lasted service. 2) Formal & informal training- Providing quality products and services to customers will become easier as a result. By providing training to the team, the organization will gain trust, which will automatically improve the team’s performance. 3) Flexible working arrangements- the employees who have done work for more than 12 months’ flexible work arrangements can be provided to them. 4) Team building activities- it will help to build a good work-life balance. Costing- $10000 Timeline to implement the strategy- 6 months. |
- Develop a plan to procure the resources needed to implement the strategy.
Include information on features and pricing of a new CRM that could be implemented at Innovative Widgets.
(50-100 words)
| Plan:
A new CRM salesforce can be used. It focuses on customer data mining and organization. Different strategies are employed, but the main focus is on mining & organizing customer data. Training programs for trainees or induction classes for new members are needed for implementing the strategy. Innovative Widgets could implement Salesforce for good sales and marketing for its customers and prospects by storing customer & contact information can be a prospect, sales opportunities identification, logging service issues, and managing marketing campaigns. Implementing this could cost around 50k$ (Umanailo, et al., 2019).
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- 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 | In addition to motivating team members, team building activities enable them to develop their skills and strengths, while also addressing their weaknesses. The strategy also enables the company to provide quality products and services to its customers through effective use of resources. |
| New CRM | The interaction with customers is also managed in this system, as well as company relationships. By providing quality services and products new goals of CRM will be set for the customers so that business relations can be improved. |
| A guest speaker to talk about handling demanding customers. | A guest speaker can communicate directly with employees and training can be also provided related to the handling of customers (Letcher, 2020). |
| Visit the site of a company that is renowned for best practices in customer service. | https://www.apple.com/au/store |
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 | 12th august 2022 |
| Location | Innovative Widgets Boardroom |
| Attendees | <Add name of the students playing each role>
· Manufacturing manager – <Michal> · Warehouse manager – <Henry> · Sales manager – <Peter> · HR manager – <Noah>
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| Summary of discussion Scenario A.
Record 3 key decisions that you can make today to address the scenario. (30-50 words) |
In an Australian market, a competitor has just entered. They are selling a similar product at an aggressive discount. Today some of the decisions are made to address the scenario-
1) A action plan will be prepared and employee training will be provided. 2) The operational cost will be cut down so it will help to match the price of the competitors. 3) Delivery speed will be developed and the best customer service will be provided and customer feedback will be taken (Juanamasta, et al., 2019).
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| 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) |
Recently there are three new joins of the customer service team. So there is a need to provide suitable induction and training. After consultation some of the decisions which were made-
1) They will be made aware of the competitors, and the organization’s goals. 2) Training will be provided to the new joining related to customer service. 3) For the new joinnies mentoring programs will be conducted. In the programs, if they are facing any issues will be resolved. |
| Summary of discussion Scenario C.
Record tag line for the product.
(30-50 words) |
A new product is launched by the innovation widget with the target of achieving $ one million in sales in the six months since it is launched by promoting the existing customers-
The tag line, “For you, we will try to make possible” (Letcher, 2020). |
Reference
Juanamasta, I. G., Wati, N. M. N., Hendrawati, E., Wahyuni, W., Pramudianti, M., Wisnujati, N. S., … & Umanailo, M. C. B. (2019). The role of customer service through customer relationship management (Crm) to increase customer loyalty and good image. International Journal of Scientific and Technology Research, 8(10), 2004-2007.
Letcher, M. (2020). Budgeting: Involving customer service, innovation, and employee engagement in the process. Public Management, 102(2), 30-34.
Suchomel, T. J., Nimphius, S., Bellon, C. R., Hornsby, W. G., & Stone, M. H. (2021). Training for muscular strength: methods for monitoring and adjusting training intensity. Sports Medicine, 51(10), 2051-2066.
Wang, P., & Aguirre, A. (2018). New strategies and in vivo monitoring methods for stem cell-based anticancer therapies. Stem Cells International, 2018.