Level 3 108 Margaret Street
Brisbane City QLD AUSTRALIA 4000
CRICOS NO: 02763G RTO NO: 31353 +61 (7) 3194 6549
1 BSBCUS501:: MANAGE QUALIITY CUSTOMER SERVIICE_ASSESSMENTS_VER 1.0
© Queensland International Institute 2015
BSBCUS501 MANAGE QUALITY CUSTOMER SERVICE ASSESSMENT INFORMATION ASSESSMENT 1 ASSESSMENT 1: CUSTOMER SERVICE PLAN
ASSESSMENT DUE DATE: 5.00 pm, <insert date>
ASSESSMENT TYPE: Individual assessment
ASSESSMENT FORMAT: Customer service plan SUBMISSION DETAILS
? This assessment task is due to be submitted at reception by 5.00 pm on the <insert date>.
? Any variations to this arrangement must be approved in writing by your assessor. Students may request alternative arrangements subject to individual circumstances in consultation with the course coordinator and trainer of the unit.
? A printed version of your assessment must be submitted with any required evidence attached.
? A completed cover sheet must be submitted with all assessments.
? Failure to submit your complete assessment at the date specified will be deemed as non-submission
? You are required to fill in, sign the academic honesty statement, and attach the assessment cover sheet to the front of your submitted assessment. Ensure you sign the receipt form when submitting.
? Plagiarism: Failure to adhere to the plagiarism policy, as outlined on the assessment cover sheet, will lead to the non-acceptance of the submitted assessment, as well as a written warning for breach of the policy. PERFORMANCE OBJECTIVE AND ASSESSMENT DESCRIPTION
Students are required to research and analyse customer service situations, processes and needs to establish a customer service plan for the cafe described in the case study. The student is required to apply and refer to a range of knowledge and skills from this unit to develop their plan. Understanding of customer service needs, product and service provision and the supporting organisational processes, policies and procedures are essential to complete this assessment. INSTRUCTIONS FOR THE STUDENT
Assessment 1 is compulsory. You are required to achieve competency in all questions to be deemed Competent for this unit. STUDENT NAME
STUDENT NUMBER
ASSESSOR’S NAME
Level 3 108 Margaret Street
Brisbane City QLD AUSTRALIA 4000
CRICOS NO: 02763G RTO NO: 31353 +61 (7) 3194 6549
2 BSBCUS501:: MANAGE QUALIITY CUSTOMER SERVIICE_ASSESSMENTS_VER 1.0
© Queensland International Institute 2015
Your assignment is to establish a customer service plan for ‘Happy Bean Cafe’ to ensure provision for quality customer service, consistently fast and friendly service and products of consistently high quality. You must ensure that you research and analyse the types of customers that you think will visit the cafe and ensure that their needs are addressed in your customer service plan.
Read and analyse the case study, then complete all of the questions following as directed. CASE STUDY: HAPPY BEAN CAFE
QUESTIONS
Research and include the following in your customer service plan:
1. Identify which organisational systems should be reviewed to allow for quality customer service.
(a) Develop and describe how you will set up and manage quality customer service within this system.
(b) How will you implement the system and what record keeping and management methods will you use?
(c) In a situation where you have identified that the systems you have in place may cause problems with poor customer service, explain how you will review and modify the systems to solve complex customer complaints and service problems.
2. Establish the quality and delivery standards and requirements, and identify best practice models you wish to model your standards on.
You have just started a new business in Brisbane CBD – A cafe called Happy Bean. The cafe is brand new with no existing customer base, but it is located in the business district where large concentrations of business workers move during weekdays, and you have identified that there is a need for a cafe in this particular location where business meetings can be held, and people can come in and grab a quick takeaway coffee on their way to work or during the afternoon. The cafe will be closed during weekends, as you don’t believe there will be sufficient demand during those days. You have spent significant time and money on setting up the cafe environment to accommodate the type of people you think will be your main customers. However, your business partner thinks you should do some research and compile a formal customer service plan to ensure you are able to meet customer service needs and requirements of your potential customers. Your business partner also wants you to put measures in place to ensure consistency in quality and service. He has spent significant time sourcing the ‘perfect’ coffee beans, and he wants to ensure that each customer has a perfectly brewed cup of coffee each and every time accompanied by consistently friendly and fast service. This sounds like a good idea to you, and you get straight to work on your customer service plan. There is no time to waste; your cafe is due to open in less than two week’s time.
Level 3 108 Margaret Street
Brisbane City QLD AUSTRALIA 4000
CRICOS NO: 02763G RTO NO: 31353 +61 (7) 3194 6549
3 BSBCUS501:: MANAGE QUALIITY CUSTOMER SERVIICE_ASSESSMENTS_VER 1.0
© Queensland International Institute 2015
3. Develop and review a plan for the delivery of customer service at Happy Bean. Include the following in your plan:
(a) Write a simple policy and procedure for the delivery and monitoring of quality customer service at the cafe.
(b) Explain how you will develop, obtain and use human and physical resources to support quality customer service according to your policy and procedure. You should identify at least 4-5 examples of the human and physical resources you need.
(c) Include a plan for how you are going to monitor and assist staff and customer service team to meet the customer service requirements in your policy, procedure and service standards. The support you provide may include training, coaching, mentoring, providing advice and monitoring of performance.
(d) Write a simple policy statement and procedure for the handling of customer complaints.
(e) Explain how the policies and procedures you have developed to ensure quality customer service will be implemented. You should consider how you ensure staff is able to follow these procedures.
4. Give 1-2 examples of possible product/service promotions and public relations campaigns Happy Bean could do to gain some attention and attract customers.
5. Outline your strategies for:
(a) Monitoring, managing and introducing ways to improve customer service relationships.
(b) Collecting customer feedback
(c) Dealing with customers with specific needs.
Level 3 108 Margaret Street
Brisbane City QLD AUSTRALIA 4000
CRICOS NO: 02763G RTO NO: 31353 +61 (7) 3194 6549
4 BSBCUS501:: MANAGE QUALIITY CUSTOMER SERVIICE_ASSESSMENTS_VER 1.0
© Queensland International Institute 2015
BSBCUS501 MANAGE QUALITY CUSTOMER SERVICE ASSESSMENT INFORMATION ASSESSMENT 2 ASSESSMENT 2: KNOWLEDGE QUESTIONS
ASSESSMENT DUE DATE: 5.00 pm, <insert date>
ASSESSMENT TYPE: Individual assessment
ASSESSMENT FORMAT: Knowledge questions SUBMISSION DETAILS
? This assessment task is due to be submitted at reception by 5.00 pm on the <insert date>.
? Any variations to this arrangement must be approved in writing by your assessor. Students may request alternative arrangements subject to individual circumstances in consultation with the course coordinator and trainer of the unit.
? A printed version of your assessment must be submitted with any required evidence attached.
? A completed cover sheet must be submitted with all assessments.
? Failure to submit your complete assessment at the date specified will be deemed as non-submission
? You are required to fill in, sign the academic honesty statement, and attach the assessment cover sheet to the front of your submitted assessment. Ensure you sign the receipt form when submitting.
? Plagiarism: Failure to adhere to the plagiarism policy, as outlined on the assessment cover sheet, will lead to the non-acceptance of the submitted assessment, as well as a written warning for breach of the policy. PERFORMANCE OBJECTIVE AND ASSESSMENT DESCRIPTION
Students are required to answer knowledge-based questions to the best of their ability, demonstrating and applying knowledge they have gained throughout the course. This assessment tests the required skills and knowledge from the unit. INSTRUCTIONS FOR THE STUDENT
Assessment 2 is compulsory. You are required to achieve competency in all questions to be deemed Competent for this unit.
STUDENT NAME
STUDENT NUMBER
ASSESSOR’S NAME
Level 3 108 Margaret Street
Brisbane City QLD AUSTRALIA 4000
CRICOS NO: 02763G RTO NO: 31353 +61 (7) 3194 6549
5 BSBCUS501:: MANAGE QUALIITY CUSTOMER SERVIICE_ASSESSMENTS_VER 1.0
© Queensland International Institute 2015
This is an individual assessment. You are required to answer all of the questions below, and include examples where appropriate. Please ensure that you have answered each question with an appropriate level of detail. You may need to do additional research using sources other than your learning resource. Where applicable, answer all parts of the question. QUESTIONS:
Q1. You work in a busy restaurant which serves mainly dine-in meals. A customer has just complained as they have been waiting for 40 minutes for their food to be served.
(a) Explain and give an example of how you would handle the customer’s complaint.
(b) Identify what lead to the issue of long wait time in the first place (you have the discretion of making up this scenario).
Q2. For each of the following legislations, give a brief explanation of what they do and how they impact on customer service in your organisation:
What: Description: How it is relevant to customer service in your organisation: a) Anti-discrimination legislation b) Australian consumer law c) Codes of practice d) Privacy laws
Q3. Provide an example for each of the following issues and identify techniques for how to deal with customer complaints:
(Consider customer relationships, inappropriate behaviour and continuous improvement measures)
(a) Customer behaviour
(b) Customer needs research
(c) Customer relations
(d) Ongoing product and/or service quality
(e) Problem identification and resolution