Deliver Customer Service

BSBCUS501 Manage quality customer service

Session 2
Purpose of this presentation
At the end of this session, you should know how to:
implement customer service plans
implement policies and procedures
implement policies and procedures for managing
customer complaints
establish key performance indicators (KPIs)
manage performance.

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Customer complaints: Active
listening
Active listening comprises:
asking questions

paraphrasing

verbal prompts

eye contact.

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Customer complaints:
Responses
 Assume the customer is telling you the truth.

 Never argue with a customer.

 Be honest if you don’t know.

 Acknowledge the customer’s feelings.

 Apologise if appropriate.

 Use active listening to find out as much as you

can …
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Customer complaints:
Responses continued
Ask the customer how they would like to see their
complaint resolved.
Offer what the customer wants.

If above your authority, explain what you are

authorised to offer.
Explain referral procedures.

Make sure you refer promptly and someone gets back

to the customer at the promised time.
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 Facilitator’s Assessment
Facilitator’s KPIs
Manage Quality Customer Service

Facilitator will be BSBCUS501A

ready to start each Was the Facilitator ready to start the session on time?

session on time. (Tick the appropriate box)

Don’t 10 min + 6-10 mins 1-5 mins Started on

know, I late late late time
Facilitator will end was late!

each session on time.

Did the Facilitator finish the session on time?
Learners will score 6-10 mins 1-5 mins Finished 1-5 mins 6-10 mins
early early on time late late
each remaining
session based on their
How would you score your learning experience?
learning experience. (1= didn’t enjoy session, didn’t learn anything – 10=enjoyed session and learned a
lot)

1 2 3 4 5 6 7 8 9 10

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 Managing team performance
There are several complementary approaches
managers may take:
leadership

supervision

mentoring

coaching.

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Monitor performance
Targets KPIs
 ensure 90% of all calls are  time taken to answer
answered within three rings  percentage of complaints
 reduce complaints by 30% resolved
 increase customer  achieving an agreed customer
satisfaction rating by 20% satisfaction score
 undertake weekly customer  undertaking an agreed
feedback number of customer
 undertake quarterly customer feedback activities
research.  undertaking an agreed
number of customer need
identification exercises.
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The next step
You should now:
complete the learning activities in Section 2 of
the Student Workbook
read through Section 3 of the Student
Workbook.

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