BSBCUS501 Manage Quality Customer Services
Task:
Task One
Working with another student, analyse the current BizOps customer service policy to investigate and assess to determine whether it is effective considering the customer service issues being experienced.
Using the BizOps report template, write a report about the level of effectiveness of the policy by determining the components of the policy that are:
a)still effective but not being adopted by staff
b)not effective and needs to be revised to better suit BizOps Enterprises customers’ requirements
c)not relevant to BizOps Enterprises customer service requirements
At the end of your report, include recommendations of what should be included to make the policy effective. Ensure you each submit your own report.
Task Two
a)Review the two customer complaints above follow the BizOps customer complaints procedure to resolve each complaint, completing records as required.
b)Prepare a brief report (using the BizOps report template) for the BizOps executive team meeting, summarising the nature of the customer complaints and their noncompliance against the BizOps customer service policy.
Task Three
Develop a detailed customer service plan using the BizOps Customer Service Plan template to improve product sales and ongoing customer service. Your plan should reflect the BizOps Customer Service Policy and your recommendations from Task One and refer to current forms and procedures.
Your plan should link with the BizOps Business Plan and BizOps Operational Plan.
Your plan needs to:
a)have at least three objectives in SMART format
b)include quality standards (including delivery times and costs)
c)include required resources (physical and human) and how you will procure them
d)outline how you would seek and process customer feedback
e)outline complaints handling and record keeping procedures
f)include monitoring processes
g)include staff induction and training
h)include an implementation plan
i)include how and when you will review the plan to ensure effectiveness.
Task Four
Prepare a report for the executive team on two customer service system problems that need to be addressed in the BizOps operations, and include recommendations for solutions to be implemented. It is expected that you will use the technological tools that are commonly found in business workplaces to carry out this process (e.g. computers with appropriate word processing software, sales databases, etc.). The report is to be developed using the BizOps Enterprises report template and must address the following:
a)An outline of two customer service system problems
b)The process you would follow to investigate and address each problem
c)Possible ideas or improvements that could solve the problems, and the personnel you would consult regarding possible solutions
d)Records you would retain as each system problem is resolved
Task Five
Use the BizOps Enterprises service measures template to prepare a performance measurement plan for the warehouse dispatch staff that will allow customer service standards to be achieved.
