Details of Assessment
Purpose of the Assessment
The purpose of this assessment is to assess the student in the following learning outcomes: Satisfactory
(S) Not yet Satisfactory
(NS)
Plans, policies or procedures for delivering quality customer service
Demonstrated techniques in solving complex customer complaints and system problems that lead to poor customer service
Knowledge of techniques for solving complaints
Plan to meet internal and external customer requirements
Ensure delivery of quality products and services
Monitor, adjust and review customer service
Assessment/evidence gathering conditions
Each assessment component is recorded as either Satisfactory (S) or Not Satisfactory (NS). A student can only achieve competence when all assessment components listed under Purpose of the assessment section are Satisfactory. Your trainer will give you feedback after the completion of each assessment. A student who is assessed as NS (Not Satisfactory) is eligible for re-assessment.
Resources required for this Assessment
• Upon completion, submit the assessment to your trainer along with assessment coversheet
• Refer to the subject notes on E-Learning prior to responding to the tasks/questions
• Any additional material will be provided by Trainer
Instructions for Students
Please read the following instructions carefully
• This assessment has to be completed 0 In class 1 At home
• The assessment is to be completed according to the instructions given by your assessor.
• Feedback on each task will be provided to enable you to determine how your work could be improved. You will be provided with feedback on your work within 2 weeks of the assessment due date. All other feedbacks will be provided by the end of the term.
• Should you not answer the questions correctly, you will be given feedback on the results and your gaps in knowledge. You will be given another opportunity to demonstrate your knowledge and skills to be deemed competent for this unit of competency.
• If you are not sure about any aspects of this assessment, please ask for clarification from your assessor.
• Please refer to the College re-assessment and re-sit policy for more information.
SUBMISSION REQUIREMENTS
• Type your answers after each question below. Use Arial font, size 11.
• Use eLearning resources for reference. You may need to conduct some research on your own to answer these questions. Workplace resources, management books and the internet are useful sources of information.
• This is an individual assessment. Copying from classmates will have no marks.
• Hard copy is due on week 7. Late assessments will get a maximum mark of 25/50. Check eLearning for submission details.
7 SCENARIOS AND APPLICATIONS (50 MARKS)
1. A colleague has asked you to coach him in the provision of good customer service techniques. Explain how you would go about doing this. To answer this question you will need to research and explain the coaching process. (200 words) (4 marks)
[type your answer here]
2. If you or your team/workgroup identified a problem or developed a new idea with regards to improving customer service, how and to whom would you present this idea? (100 words) (2 marks)
[type your answer here]
3. What are some of the questions that all customers ask themselves (consciously or subconsciously) before they commit to a purchase? Provide 4 different questions. (4 marks)
[type your answer here]
4. Being able to provide customer service is not an innate skill. Discuss 3 ways on how employees can learn the skills needed to provide good customer service. (200 words) (6 marks)
[type your answer here]
5. In any organisation, there are both internal and external customers. These are all part of the customer – supplier chain. For the customer/end-user to receive quality products/services, it is necessary that all aspects of the customer–supply chain meet specific quality objectives. Who actually sets these quality standards and how are they set? Identify 2 entities that set standards and explain why businesses should follow these standards. (200 words) (4 marks)
[type your answer here]
6. Workplace Application:
• Where are you working now? Explain the operation of the business.
(For those who are not employed, you can apply this question to any chosen business organisation)
[type your answer here]a) How can you keep your internal customers happy and satisfied? Explain 3 strategies. (200 words) (3 marks)
[type your answer here]b) Research and apply the Fishbone Diagram to your workplace. (7 marks)
[type your answer here]
c) Explain why it is important to understand the demographics of your target market to meet customers’ needs and wants. (200 words) (2 marks)
[type your answer here]
d) Identify 3 business technologies that your workplace uses to assists in customer service. Explain the importance of these business technologies. (200 words) (3 marks)
[type your answer here]
e) How is customer feedback collected in your workplace? Provide 3 methods and explain how the method is conducted.
[type your answer here]
f) Have you ever had an experience with a difficult, rude or annoying customer? How did you handle the situation? (200 words) (2 marks)
[type your answer here]
7. Short Case
Janice works in the production department of a book printing firm. Her role involves collating printed documents, binding them and preparing them ready for shipment to the customer. She has no direct contact with the customer and believes that she has no responsibility for quality management. If a mistake in the print run is made, then she is not responsible. Her responsibility is just to take the printed material, collate it, bind it and ship it.
Janice has reasonable communication and interpersonal skills. She is friendly and gets along well with her co-works.
Although Janice prepares the products ready for shipment she does not address them. In fact, if you asked her, she would not be able to tell you who the organisation’s customers were. As far as she is concerned all the knowledge about customers – who they are and what they actually want – is processed by other people in the organisation. All she does is work on the production line. This means that as far as she is concerned, she has no responsibility for customer service. Other people in organisation are employed to provide customer service because they are good at it.
a) What is wrong here – with Janice’s attitude and with the organisational system? (100 words) (2 marks)
[type your answer here]
b) Why is it necessary that she understands that she has a very definite role to play with regard to customer service? (100 words) (2 marks)
[type your answer here]
c) Suggest and explain 3 strategies on how the organisation and Janice can overcome these problems. (200 words) (6 marks)
