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Family Name: Given Name:

ANGULO IBARRA CINTHIA ALEXANDRA

Student ID: Course:

S40064807 DIPLOMA OF LEADERSHIP AND

MANAGEMENT

Subject: Trainer’s name:

MANAGE QUALITY CUSTOMER SERVICE ANINDYA CHOWDHURY

Declaration: I certify that this assignment is entirely my own work. I have provided full referencing to
the work of others. The material in this paper has not been submitted before.

IMPORTANT – READ THIS FIRST

PLAGIARISM: You must compose your answers in your own words. Simply pasting text from the
Internet OR the APC workbook may result in a failing grade. It is better to write your own
thoughts in your own words – even if your English is not perfect – rather than copy word-for-
word the thoughts of someone else.

SUBMITTING IDENTICAL ANSWERS: You may discuss your assessments with other students, but
submitting identical answers to other students may result in a failing grade. Your answers must
be yours alone.

TUTORIALS: Tutorials are run every week to help you answer the assessments. The
schedule for tutorials will be announced during the first week of term. You are urged to
attend the tutorial that pertains to your online subject.

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ASSESSMENT 1

BSB51918
Course Name
Diploma of Leadership and Management

Subject/module Manage Quality Customer Service

Part A: Written Assessment

Assessment method
Part B: Written or Oral Questions

Weighting 50%

BSBCUS501
Unit of Competency
Manage Quality Customer Service

Instructions
1. Assessments should be completed as per your trainer’s instructions.
2. Assessments must be submitted by the due date to avoid a late
submission penalty.
3. Plagiarism is copying someone else’s work and submitting it as your
own. You must write your answers in your own words and include a
reference list. A mark of zero will be given for any assessment or part of
an assessment that has been plagiarised.
4. You may discuss your assessments with other students, but submitting
identical answers to other students will result in a failing grade. Your
answers must be yours alone.
5. Your trainer will advise whether the assessment should be digitally
uploaded or submitted in hard copy. Assessments that are digitally
uploaded should be saved in pdf format.
6. You must attempt all questions.
7. You must pass all assessments in order to pass the subject.
8. All assessments are to be completed in accordance with WHS regulatory
requirements.

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Assessment 1
Part A – Written Assessment
Scenario:
Your company Colesworths manufactures gym and personal fitness
equipment which is sold to numerous retail chains and individual
stores. A new competitor has entered the market and is taking
away some of your company’s market share. As there is no
discernible difference in quality or price of your products
compared to your competitor’s products, higher management
believe it is a customer service issue. They have asked you to
complete a report detailing how these customers can be won back.
Include the following in your report:
1. With reference to the Colesworth scenario, identify one (1) need of their
customers for EACH expectation of:
a. Quality; Customers are always expecting the best quality on the
products they get. This expectation is important because a good
quality product assures the customer can trust on the store and the
products you are selling, making them come back whenever they
need another product. This is how they become loyal customers.
b. Time; This factor can be present in different stages of the purchase
process and it has to be highly considered in every aspect of the
following list:
• Time of order: the time when the customer is assisted and
the order is taken
• Delivery time: the time it takes for the customer to get the
product. This is mainly considered when we are taking about
products that cannot be given straight away because they
are too big or because they are not in stock.
• Refund and return time: for people who are not satisfied or
might have had some issues with the product and what their
money back or a change of product.
c. Cost: affordable prices, provide delivery options, and special
offers.
After identifying, assess the level of each need (indicate your assumptions,
where applicable).
a. Quality:
• Personalised service: the customers do not have a
specific team member to help them during the
process of ordering and choosing their product.
• Flexibility on orders: the customers cannot choose
their products freely due to a restricted number on
each one. This is depends on the type of product.
b. Time:
• Delivery time: depending on the day the order is
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place, it can take a bit longer for them to have their

product delivered.
• Closer contact with the customer: waiting for too long
to get help from one of the team members.
c. Cost:
• Provide delivery options: depending on where the
customer is located, the delivery can vary on the
length of days. The more distant, the more the cost
of delivery in a reduced number of days.
• Offer discounts: there is no discount for the type of
payment or quantity ordered.
2. In relation to your response in #1 above, describe your plan to ensure
satisfaction of the identified customer need for:
a. Quality:
• Personalised service: Establish one staff member for
2 or 3 customers at a time as a maximum. They will
guide our customers through the process, being
aware of every decision and steps they are going
through.
• Flexibility on orders: allow customers to choose the
quantity and type of products they want, without
restriction.
b. Time:
• Delivery time: offer discounts when the order is
placed on a specific date of each month, so they have
a motive to place an order early. This will help us
arrange deliveries more efficiently and avoid the long
wait for their products. Another idea is to offer an
express delivery service, with a small extra cost.
• Closer contact with the customer: the problem would
be solved by offering a personalised service,
assigning one team member for one or maximum 3
customers. This guaranties that each customer would
have someone to help them and guide them on their
purchase.
c. Cost:
• Provide delivery options: look for different types of
delivery options and provide them to the customer so
they choose the one that suits them best.
• Offer discounts: set a discount for orders exceeding a
definite amount. Also, provide a discount when
payments are done before the due date.
3. Describe the process of how you will identify market trends for the products
of Colesworth.
a. Conduct market research that will allow us to know the
customers and their preferences.

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b. Record data to identify high sales and products that are

demanded more often.
c. Analyse effects and response on advertisements on social
media.
d. Send online customer satisfaction surveys.
e. Observe the competitors, their products and their service.
4. The Customer Service section of Colesworth’s business plan has a goal of
delivering its products to its customers within targeted quality, time and
cost. As an extension to your response in #2 above, from a business plan
perspective, how will you ensure these are delivered accordingly?
a. Quality: send customers e-mails with an online service for them to
complete about the product and overall satisfaction.
b. Time: keep in contact with the customer and inform them when the
order will be delivered and to clarify any possible doubts.
c. Cost: implement database analysis and online survery.
5. Explain how team performance is monitored to ensure quality and delivery
standards are met.
• Benchmarking: comparing your organisation performance against
other business in the same industry.
• Measure the business productivity (analytics)
• Analysis of customer contact with staff (e-mails, recording of calls)
• Online survey where customers can talk about their experience, our
staff and their contentment with the product.
• Self-evaluation surveys for staff members, for them to be
compared with the customers’ surveys in feedback sessions.
6. Explain how a manager (such as yourself) would:
a. Be expected to evaluate and monitor their own performance
• Sales results
• Have staff complete anonymous online surveys
• Ask colleagues for their opinions on your performance and
consider their experience.
• Look at the sales rate and compare them with the data on
satisfied customers
• Achievement of the business plans and goals
b. Seek learning opportunities to improve their performance
• Ongoing training
• Small courses for all employees to take
• Have recognized guess speakers for staff workshops.
7. Some of your team members are having difficulties in meeting expected
customer service standards.
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a. How will you assist team members in overcoming these difficulties?

• Be present and accessible for any enquires they might have
• Make all necessary arrangements for staff to have
experienced leaders working with them.
• Arrange regular training workshops
• Provide feedback

b. What communication skills would you use to assist in the above?

• Empathy
• Active listening
• Clarity
• Respect

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Assessment 1
Part B – Written or Oral Questions
1.
a. For each legislation, provide a brief definition to serve as
basis for further discussion.
i. Anti-discrimination law
Law applied for those who discriminate someone else
based on their “age, disabilities, race, sex, intersex status,
gender identity and sexual orientation in certain areas of
public life, including education and employment.”
ii. Australian Consumer law
Law applied to consumer protection. It is based on
contract terms, consumer rights, product safety, rules and
penalties.
iii. Industry codes of practice
Standard conducts that are applied for industry to regulate
their conducts, their staff and their relationship with the
customers. It is a “set of enforceable rules setting out an
industry’s commitments to deliver a certain standard of
practice”
iv. Work, health & safety
It may be referred to as Occupational Health and Safety
(OH&s) and describes risks related to health and safety
that may be present in the workplace. It is associated to
the customers, staff, visitors, contractors, volunteers and
suppliers. Every business must follow the legal
requirements and the workplace health and safety
obligations.
v. Ethical principles
Ethic principles are standards and rules established t o
describe the kind of behaviour a person should act on their
daily life, in all areas. These include: honesty, integrity,
trustworthiness, loyalty, fairness, concern for others,
respect, and so on.
b. Explain the impact of each operation within the context of
colesworth
i. Anti-discrimination law
- Working with Human Resources during the hiring
process and making sure that no one is chosen or not
chosen based on their race, sex, sexual preferences, and
so on.
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- Educate staff not to discriminate and to be aware of

discriminating behaviour so they can report it.
ii. Australian Consumer law
- Provide training about the consumer law through a
workshop and make them put it on practice.
- Provide terms and conditions for customers when
placing an order.
iii. Industry codes of practice
- Monitor staff behaviour though customer feedback
- Provide education and training for staff members
iv. Work, health & safety
- Establish a group of team members, including leaders
and staff, to monitor work, health and safety.
- Hire a service to ensure the products’ safety and create
rules for working in the company.
- Promote events and workshops reinforcing the
importance of working safely.
v. Ethical principles
- Analyse customers’ feedback, which include information
about the staff’s behaviour during the experience.
- Promote enjoyable events for staff members that
reinforce our ethic values.
2. Explain the importance of the following business functions to a
company like Colesworths:
a. Public relations
Public relations can build up a brand. It can help create a
brand’s story, which would help increase its popularity. It also
builds up credibility and helps communication in a circle that
shares the same interests.
In the Colesworths scenario it would make stronger
relationships with the customers and it would also attract new
ones.
b. Product promotion
It is important because it would increase the popularity of our
venue, create engaged and loyal customers, and would give
us an idea of what products to get in the future base on the
customers’ previous orders.

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