Assessment Task 2 BSBCUS501 Manage quality customer service

Manage and develop the team

Submission details

Student’s name Konchala Student CRI0100f6f

Teawpongphan no.

Assessor’s name Marc Teleki

Assessment site

Assessment date/s 5/6/2020

The assessment task is due on the date told to you by your assessor. Any
changes to this arrangement must be approved by your assessor in
writing.
Submit this document with any required evidence attached. See
specifications below for details.

Performance objective
The student will demonstrate/show the ability/skill to ensure delivery of
quality service through handling customer complaints,
monitoring/checking team performance, and intervening/taking action to
develop team abilities to overcome difficulties in providing quality
customer service.

Assessment description
You will use scenario information (provided) to address customer service
issues through:
● monitoring customer service team performance to identify causes of
customer service shortfalls/losses
● addressing a complex /difficult customer complaint

● coaching an underperforming customer service employee in a role-

1
play

1
Role Play - the acting out or performance of a particular role, either consciously
(in training) or unconsciously.
© 2015 Innovation and Business Industry Skills Council Ltd / Modified July 2015 1st
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Assessment Task 2 BSBCUS501 Manage quality customer service

Procedure

Part A
1. Review the information about Innovative Widgets that you gathered
in Assessment Task 1.
2. Read the scenario provided in Appendix 1 of this task.
3. Review the customer service call data in Appendix 2 and
analyse/review data to identify possible causes of customer service
shortfalls/losses.
4. Write a brief report (no more than 1 page) to the board of Innovative
Widgets to:
a. Summarise/list customer service team performance
b. Identify/show possible causes of customer service shortfalls
c. Identify/show options/choices to address the problem/s.
5. Follow the customer complaints policy and procedures provided in
Appendix 3 of this task to draft an email to Yore Mine Co. to clear up
the misunderstanding and address their concerns. Ensure that your
support of the customer provided is consistent/regular with
principles/values of customer service set out in the Innovative
Widgets business plan and the customer service plan you develop in
Assessment Task 1.

Part B
1. Prepare to participate in a role-play with Mary (your assessor) to
address her performance issues. You need to prepare to:
a. run structured coaching session
b. ask questions to understand and clarify/make clear Mary’s
perspective/angle
c. describe the policy and procedures for handling customer
complaints
d. outline techniques for dealing with different types of customers
according to their needs(e.g. dealing with small customers
compared to dealing with significant customers such as Yore
Mine Co.)
e. explain techniques for solving customer complaints
f. document the coaching session and its outcomes in accordance
with the recordkeeping policy and procedures developed in
Assessment Task 1.

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Assessment Task 2 BSBCUS501 Manage quality customer service

2. Arrange a time with the assessor to complete the coaching role-play

and complete the role-play.
3. Submit the required documents for assessment as per the
specifications below. Be sure to keep a copy for your records.

Specifications
You must:
● submit a customer service report

● submit an email to resolve a customer complaint

● participate in a coaching role-play observed by the assessor

● submit coaching documentation, e.g. coaching plan, notes, etc.

Your assessor will be looking for you to demonstrate:

● reading skills to interpret/understand Innovative Widgets information

● writing skills to match your style of writing to the documents’ purpose

and audience/interested people
● communication skills to:

○ articulate/explain-express organisational systems and policies

○ use listening and questioning techniques to understand
performance issues
● numeracy/mathematical skills to interpret customer service data

● work skills to:

○ apply Innovative Widgets organisational protocols to complaint

resolution/fixing up and coaching
○ recognise and account for strengths and experience of others to
achieve outcomes
○ provide support to team member
○ address complex/complicated difficulties using problem-solving
techniques
● technology skills to prepare and present documents

● knowledge of organisational (Innovative Widgets) policy and

procedures for handling customer complaints
● knowledge of techniques for dealing with customers with specific
needs
● knowledge of techniques for solving complaints.

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Assessment Task 2 BSBCUS501 Manage quality customer service

Appendix 1: Innovative Widgets

scenario
You are a customer service manager. It is currently December, and over
the last few months, you have been receiving feedback from customers
that customer service is just ‘not what it used to be’. The board of
Innovative Widgets has been made aware of the decrease in customer
service quality and wants to know what you’re going to do to fix the
problem.
Mary is a member of your customer service team at Innovative Widgets.
Her role is to receive telephone enquiries and complaints.
You have observed the following:
● Mary has been rude to customers on several occasions. This
behaviour contravenes company policy on the knowledge of the
importance of friendly service to customers of Innovative Widgets.
● Mary has recently developed a habit of letting the phone ring and
then placing customers on hold. This behaviour contravenes company
policy on the knowledge of the importance of prompt service to
customers of Innovative Widgets.
● Yesterday Mary received a complaint from a customer:

‘I work as a buyer for the state’s largest supplier of mining

equipment, Yore Mine Co. We provide a lot of business to Innovative
Widgets.
I ordered 1,000 x 7 mm 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 Innovative
Widgets, but they were 6 mm widgets rather than the 7 mm I had
ordered on that occasion.
I am considering going to another supplier for your widgets even
though Innovative Widgets are 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.'

● Mary misunderstood and thought that the customer had ordered the
products yesterday and argued with him. She accused the customer

© 2015 Innovation and Business Industry Skills Council Ltd / Modified July 2015 1st
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Assessment Task 2 BSBCUS501 Manage quality customer service

of being unreasonable as Innovative Widgets is an industry leader in

guaranteeing three day delivery.
When the misunderstanding was eventually cleared up, Mary wasn’t
sure how to track orders or reorder the products. She said there was
nothing she could do as Innovative Widgets’ procedures didn’t seem
to cover this issue.
As the customer service manager, you will need to write an email to Yore
Mine Co. to clear up the misunderstanding and address their concerns.
You will also need to demonstrate your knowledge of how to develop team
members and coach Mary to improve the quality of her customer service.
Use the Innovative Widgets Complaints policy and procedures document in
Appendix 3 of this task to assist you.
The following is an excerpt from Innovative Widgets’ business plan.

Business plan excerpt

Vision statement
To keep every Australian business running smoothly using safe, quality
widgets.

Mission statement
● Innovate/ Create new ways of manufacturing and testing widgets

● Deliver consistently/regulalry high-quality customer service internally

and externally
● Keep Australian businesses buying Australian widgets through quality
products and second-to-none customer service
● Have the best safety record of any widget company.

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Assessment Task 2 BSBCUS501 Manage quality customer service

Appendix 2: Customer service data

Call Frequency per month

Jan Feb March April May June July Aug Sep Oct Nov Dec

Number of calls 1200 1150 1320 1300 1260 1320 1380 1350 1400 1480 1560 -

Variation in number –2% –2% +3.5 –1.5% –0.5% +4% +4.5 +3.5 +7% +10% +12
of calls from % % % %
previous year

Customer service staf

Employee Jan Feb March April May June July Aug Sep Oct Nov Dec

Supervisor John John John John John John John John John (Annu (Annu John
al al
leave leave
) )

Customer service Mia Mia Mia Mia Mia Mia Mia Mia Mia Mia Mia Mia
officer

Customer service Nitin Nitin Nitin Nitin Nitin Nitin Nitin Nitin Nitin Nitin
officer (quit)

Customer service Jonas Jonas Jonas Jonas Jonas Jonas Jonas Jonas Jonas Jonas Jonas Jonas
officer

Customer service Taya Taya Taya

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Assessment Task 2 BSBCUS501 Manage quality customer service

officer (new)

Customer service Mary Mary Mary

officer (new)

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Appendix 3: Complaints policy and

procedures

Innovative Widgets
Complaints Policy and Procedure

Purpose The purpose of this policy is to ensure the management of

complaints is carried out consistently/ regularly and
reliably fairly and transparently and in accordance with
organisational requirements.

Scope The scope of this policy covers the management of

customer complaints by employees and contractors of
Innovative Widgets.

Resources The purpose of this policy is to ensure the management of

complaints is carried out consistently/ regularly and
reliably fairly and transparently and in accordance with
organisational requirements.

Responsibili Responsibility for the implementation of this policy rests

ty with employees and management of Innovative Widgets
with responsibility for managing customer complaints.

Relevant ● Privacy Act 1988 (Cwlth)

legislation
● Equal Opportunity Act 2010 (Vic)
etc.
● Competition and Consumer Act 2010 (Cwlth).

Updated/ 10/2011 – John Doe CFO

authorised

To manage complaints – customer service representatives

1. Greet the customer courteously/politely and give them your name.
2. Listen fully to what the customer is saying. Try to gather all the facts
about the complaint and jot/write them down. Ask questions and
summarise what they are saying.
3. Never argue with the customer.
4. Apologise for any product fault or poor service. Be
sympathetic/understanding. Ask if the customer will allow us to send
the faulty item to our quality department for testing.
5. When you have all the details about the complaint, ask the customer
how they would like it to be resolved/sorted out.

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Assessment Task 2 BSBCUS501 Manage quality customer service

6. No product replacements are within all staff members’ authority.

7. All staff members can use their professional judgement and refund an
additional 10% of the value of the faulty product up to a maximum
value of $25.
8. Complaints involving damage to other property are covered by our
insurance. Help the customer to complete the Claims Form and ask if
the customer can obtain quotes for repairs.
9. All complaints involving injury must be referred to the Customer
Service Manager. Agree a suitable time for the Customer Service
Manager to call the customer.
10. Any complaint that is not covered in the above procedures must be
directed to the Customer Service Manager. Agree a time for the
Customer Service Manager to call the customer.

To manage complex complaints – customer service manager

1. Once you are alerted to a complex customer complaint, gather all the
available details about the customer, and the problem being
addressed.
2. Before contacting the customer, decide on what actions need to be
taken to address the problem:
a. At a system level (create systems/processes), to prevent similar
problems occurring in the future
b. For the specific/exact type customer who has made the
complaint
3. Once you have identified actions to be taken, contact the customer as
soon as possible.
4. In your customer contact:
a. Summarise/brief the facts and the problem as you understand it
and make an apology for the mistakes Innovative Widgets is
responsible for.
b. describe what Innovative Widgets is going to do at a systems
level to prevent or minimise these types of mistakes for all
customers in the future.
c. Describe what Innovative widgets is going to do to solve the
customer’s specific problem immediately
d. Describe when you will follow-up with the customer to see if
their problem has been resolved
e. Ask if there is anything else the customer needs to resolve the
situation or repair the relationship.

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Assessment Task 2 BSBCUS501 Manage quality customer service

Part A
Review
The quality customer service is the major motive for any
organization to attracts customers and maintain the high customer loyalty.
The quality management is important in every organization so as to satisfy
the customer maximum. This assignment is based on the simulated
business Innovative Widgets. The customer service plan of the
organization is developed and understood as well as the reflection of the
plan is prepared. The reflection includes the quality management service
of the company and the regulations followed for the same. This explains
the importance and usefulness of the customer service plan. The customer
complaint and handling them as well as the customer feedback form is
also included in this report.

Report

To: Board of Directors

Innovative Widgets

Introduction
This report is written with a view to discuss the performance of the
team of customer service in Innovative Widgets. There are various
problems which are found in the performance of the team of customer
service from the last few months of customer service. The various causes
of customer shortfalls are also determined in this report to inform you
about the performance. Some of the solutions to the problem occur are
also determined in this.

Customer Service Team Performance

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Assessment Task 2 BSBCUS501 Manage quality customer service

From the last few years, the performance of the tem of customer
service in Innovative Widgets has lowered down as the customers are
complain about the behaviours of the employees (Kassim and Asian
Abdullah, 2010). The customers service department are not working in the
direction of the company’s policy of providing the frequent service to the
people or the customers of the company. The services are not satisfactory
as the product’s delivery is also not efficient. The dissatisfaction of the
customers are influencing the customers loyalty and they are facing
problems in maintain relations with the company. According to the
customers, the service of the company has been delayed and not prompt.
This provides the problem to the company in remaining on the policy of
being prompt on the services. The several misunderstandings with the
customers are also noticed in the last few months which is affecting the
relations with the customers.

Causes to the Service Shortfalls

There are certain causes or the reasons which are found for the
service shortfalls which are-
1. Delivery of wrong product
2. Misunderstanding between customers and employees
3. Not following the policies and the procedure of the company of
being friendly to the customers.
4. The delayed services and replies to the customers.
5. Argent with the customers (Kassim and Asiah Abdullah, 2010).

Solutions to the Problems

There are various options through which the problems can be
identified and solutions can be provided to the problems occurring in the
customer service. These problems can be resolved with the proper training
of the employees. The customer response must be provided with
excellence. The patience in the customers must be developed in the
nature of the customers (Kassim and Asian Abdullah, 2010). The various
solutions could be-
1. Proper training to the customer service team to deal with the
customers.
2. Prompt replies on the telephones or emails.
3. Note the problems to avoid misunderstandings.
4. Note down the orders to avoid wrong information of the order.
5. Prompt delivery and availability of the products within 3 days.

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Assessment Task 2 BSBCUS501 Manage quality customer service

6. Tracking system must be installed in the company for the

products (Kassim and Asian Abdullah, 2010).

Conclusion
The conclusion can be made from the above report is that due to
the various delay and the problems in the services, the list of the
customers are getting short and this is destroying the image of the
company. The various problems must be considered and the solutions to
the problems must be implemented. The delay in the delivery is revokes
the policy of the company of providing the products in 3 days. To maintain
the company policies and guarantees the company must ensure the
tracking system of the products so as to deliver the products within 3 days.

E-mail
To: Yoremineco.com
From: Innovativewidgets.com
Subject: Sorry for the inconvenience

Respected sir,

We are very sorry for the inconvenience you faced because of us.
There was some misunderstanding with our customers support
department in understanding the problem. The delivery was guaranteed
within 3 days and we apologise for the delayed delivery. The product which
was wrongly delivered will be soon replaced within 24 hours and the next
delivery of the correctly ordered products will be provided within the next
2 days (Mosahab, et. al., 2010).

For avoiding these problems in future we are installing the tracking

systems for the products soon. These systems will be available to you
hand and in company also. With this, the products locations could be
tracked.

For any further issue of problem, you can contact to our customer
support team anytime as we are available 24 hours for your service.

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Assessment Task 2 BSBCUS501 Manage quality customer service

Our customer happiness and satisfaction is our main motive. We will

never give you a chance of complaint in future. Our customers are
valuable (Mosahab, et. al., 2010).

Thanks for shopping with us!

Regards
Innovative Widget team.

Part B
Role-play
Mary : I am sorry sir, this was a big misunderstanding with the client!

Konchala : Mary, this client was already very angry on the delayed delivery
of his products, this can be very much disastrous.

Mary : I misunderstood him. I understood that the client has just ordered
the product yesterday.

Konchala : Its ok, now we have to avoid such problems. I will coach you.

Mary : please

Konchala : Mary, our policies are to handle customers friendly. Reply the
promptly. Provide them quick services, deliver their products soon. But I
have been noticing you from the past few weeks, you have failed in all
such aspects achieving the policies of company. Is there any problem. You
can discuss it with me (Sallis, 2014).

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Assessment Task 2 BSBCUS501 Manage quality customer service

Mary : No Madam, it was my fault. I did not took it so seriously.

Konchala : this is why we are in this situation today. Yore Mine Co. is our
valuable customer and a regular customer, we should take care of such
customers. There is very simple understanding that different customers
are to be dealer differently. The small customers will not shift to other
company for their products if they found our prices and policies
reasonable, but big customers like Yore Mine Co. can shift to the Chinese
material if they are not satisfied with our service. They will not think of
giving upon the extra cost of shipping (Sallis, 2014).

Mary : I understand.

Konchala : You must follow the technique to deal with the customers. The
steps you should follow are-
1. Introduce yourself with the courtesy and greet the customer.
2. Property listen to the customer and his complaints. Understand his
meaning of complaining. Gather the facts related to the customer
complaint and note them.
3. Never argue with the customers.
4. For the faults and poor service always apologise.
5. Ask questions to clear the doubts.
6. Ask the customers about how will they like this to be resolved in a
particular manner. (Sallis, 2014)

Mary: Thank you, I will take it.

Konchala : Thank you.

Coaching documents
Steps to remember while communicating with clients or customers-
1. Introduce yourself with the courtesy and greet the customer.
2. Property listen to the customer and his complaints. Understand
his meaning of complaining. Gather the facts related to the customer
complaint and note them.
3. Never argue with the customers.
4. For the faults and poor service always apologise.

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Assessment Task 2 BSBCUS501 Manage quality customer service

5. Ask questions to clear the doubts.

6. Ask the customers about how will they like this to be resolved in a
particular manner (Baird, et. al., 2011).

© 2015 Innovation and Business Industry Skills Council Ltd