BSBCUS501C Manage quality customer service 代写

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    •  Business Institute of Australia

    ABN 18 085 304 570  NTIS Code: 91019
    CRICOS Provider Code: 02607G
    Level 1 & 2,
    363 - 367 Pitt St.
    Sydney NSW 2000
    Australia
    T. + 61 2 9268 0809
    www.businessinstitute.edu.au
    BSBCUS501C Manage quality customer service
    Assessment - 2
    BSBCUS501C Manage Quality Customer Service
    Assessment Task 2
    Last Updated November 2014 V 2.0 Page 1 of 4
    Business Institute of Australia
    ABN 18 085 304 570  NTIS Code: 91019
    CRICOS Provider Code: 02607G
    Level 1 & 2,
    363 - 367 Pitt St.
    Sydney NSW 2000
    Australia
    T. + 61 2 9268 0809
    www.businessinstitute.edu.au
    BSBCUS501C Manage quality customer service
    Report writing & presentation
    Submission details
    The Assessment Task is due on the date specified by your trainer. Any variations to this
    arrangement must be approved in writing by your trainer.
    See procedure and task specifications below for details.
    You must submit a printed copy of your answers.
    Submit printed copy of required evidences (your answers) to your Trainer with the
    "Assessment Cover Sheet" (Filled out and signed appropriately) attached on top of your
    documents.
    The Trainer/Assessor may further prompt and question in order to receive answers of
    appropriate quality or if further clarification required and to validate authenticity of your
    submitted work.
    Instruction:
    • To be prepared & presented on an individual basis.
    • Power point slides must be submitted
    • You must provide detailed answer for every Task along with relevant examples.
    • Both printed copy and soft copy of the assessment answers need to be submitted
    • There is 1000 word limit for each answering Task 1 & 2
    • Number Power point slides should be at least 10
    Please prepare answers for all the tasks:
    Task 1
    You are required to conduct the necessary research and submit a short report on
    customer needs as they relate to the provision of quality customer service in your
    own organisation or department or any other workplace of your choice. The
    customers may be internal, external or both.
    BSBCUS501C Manage Quality Customer Service
    Assessment Task 2
    Last Updated November 2014 V 2.0 Page 2 of 4
    Business Institute of Australia
    ABN 18 085 304 570  NTIS Code: 91019
    CRICOS Provider Code: 02607G
    Level 1 & 2,
    363 - 367 Pitt St.
    Sydney NSW 2000
    Australia
    T. + 61 2 9268 0809
    www.businessinstitute.edu.au
    Your report should include:
    •  An introduction, explaining the purpose of the report
    •  A description of the organisation and department and the products /
    services provided.
    •  A description of the methods that you used to research and identify
    customer characteristics and needs.
    •  A summary of the information that you gathered in relation to:
     Customer characteristics
     Customer needs
    •  A conclusion, analysing the information that you gathered and identifying the key
    requirements for quality customer service.
    Submit the typed report to your assessor and upload the soft copy on the eLearning site
    Task 2
    You are required to design a policy document for dealing with customer complaints. The
    policy document should be worded to communicate effectively with:
    •  Internal customer service personnel, who need to comply with the policy
    •  External customers, who wish to know the organisation’s policy
    The policy should include:
    •  The fact that the organisation values customer complaints as an
    opportunity for improvement.
    •  Methods for customers to make complaints
    •  A timeframe for responding to the customer’s complaint
    •  The personnel who will deal with the customer, and how a complaint
    may be escalated for resolution
    •  The ways that the customer will be kept informed of progress
    •  How the customer’s confidentiality and privacy will be ensured
    •  How the complaint and resolution process will be recorded and monitored
    •  Various options for resolution of the complaint
    •  The customer’s legal rights to appeal to an independent authority
    BSBCUS501C Manage Quality Customer Service
    Assessment Task 2
    Last Updated November 2014 V 2.0 Page 3 of 4
    Business Institute of Australia
    ABN 18 085 304 570  NTIS Code: 91019
    CRICOS Provider Code: 02607G
    Level 1 & 2,
    363 - 367 Pitt St.
    Sydney NSW 2000
    Australia
    T. + 61 2 9268 0809
    www.businessinstitute.edu.au
    Submit the typed policy to your assessor and upload the soft copy on the eLearning site
    Task 3
    You are required to prepare a short (10 minute & minimum 10 slides) presentation
    that you could give to your own customer service team on the subject of
    •  How to deal with customer complaints
    Your presentation should cover the following key areas:
    •  How complaints contribute to continuous improvement
    •  How to respond to the customer including:
    o  Active listening
    o  Correct responses
    •  Resolutions that the team can achieve without escalation and time frames
    •  When to escalate the complaint and time frames for escalation
    •  The importance of keeping the customer informed
    •  How to report the complaint
    Submit the typed presentation notes or a printout of the PowerPoint to your
    assessor and upload the soft copy on the eLearning site. Your assessor may also
    ask you to demonstrate how you would conduct the presentation.
    BSBCUS501C Manage Quality Customer Service
    Assessment Task 2
    Last Updated November 2014 V 2.0 Page 4 of 4