Assessment Task 1 Manage organisational customer service BSBOPS505 Student Declaration To be filled out and submitted with assessment responses ◻ I declare that this task and any attached document related to the task is all my own work and I have not cheated or plagiarised the work or colluded with any other student(s) ◻ I understand that if I am found to have plagiarised, cheated or colluded, action will be taken against me according to the process explained to me ◻ I have correctly referenced all resources and reference texts throughout these assessment tasks. ◻ I have read and understood the assessment requirements for this unit ◻ I understand the rights to re-assessment ◻ I understand the right to appeal the decisions made in the assessment Unit Title Unit Code Student name Student ID number Student signature Date Task Number ------OFFICE USE ONLY----For Trainer and Assessor to complete: ◻ Student requested reasonable adjustment for the assessment Question Marking Sheet - Assessor to complete. Did the student satisfactorily address each question as instructed: Completed satisfactorily S NYS DNS Comments Question 1 Question 2 BSBOPS505 - Manage organisational customer service V3 2021 RTO Provider: 91153 - CRICOS Code: 02672K Page 2 greenwichcollege.edu.au Question 3 Question 4 Question 5 Question 6 Task Outcome: Satisfactory ☐ Not Yet Satisfactory ☐ Student Name: Assessor Name: Assessor Signature: Date: Table of Content Task 1 – Knowledge Questionnaire ......................................................................................... 5 Question 1 .................................................................................................................................6 Question 2 .................................................................................................................................7 Question 3 .................................................................................................................................7 Question 4 .................................................................................................................................9 Question 5 ...............................................................................................................................11 Question 6 ...............................................................................................................................13 Appendix 1 –Useful Links....................................................................................................... 14 BSBOPS505 - Manage organisational customer service V3 2021 RTO Provider: 91153 - CRICOS Code: 02672K Page 3 greenwichcollege.edu.au Legislations and Regulations ................................................................................................14 BSBOPS505 - Manage organisational customer service V3 2021 RTO Provider: 91153 - CRICOS Code: 02672K Page 4 greenwichcollege.edu.au Task 1 – Knowledge Questionnaire Task summary and instructions What is this assessment task about? This assessment is a written questionnaire with a mix of objective and subjective questions. The questionnaire is designed to meet the knowledge required to meet the unit requirements safely and effectively. The questions focus on the knowledge evidence required for this unit of competency: What do I need to do to complete this task satisfactorily? legislative and regulatory frameworks governing customer service elements of effective customer service including quality, time and cost organisational policies and procedures for customer service and handling customer complaints relevant service standards and best practice models key principles of public relations and product promotion common techniques for solving complaints principles and techniques involved in managing: o customer behaviour o specific customer needs o customer research o customer relations o ongoing product and service quality o problem identification and resolution o quality customer service delivery o record keeping and management methods strategies for monitoring, managing and introducing ways to improve customer service relationships strategies to obtain customer feedback. Your assessor will be looking for demonstrated evidence of your ability to answer the questions satisfactorily, follow instructions, conduct online research and review real or simulated business documentation as instructed. submit your answers to the questions within the set timeframe, answer all questions as instructed, answer all questions using your own words and reference any sources appropriately, all questions must be answered satisfactorily. It is advisable to: review the questions carefully, BSBOPS505 - Manage organisational customer service V3 2021 RTO Provider: 91153 - CRICOS Code: 02672K Page 5 greenwichcollege.edu.au Task summary and instructions Specifications You must submit to GOALS the Resources and equipment Re-submission opportunities answer the questions using online research and the learning material provided for the unit and by reviewing real or simulated relevant business documentation (such as policies and procedures), further research the topics addressed in each question. assessment coversheet, answers to all questions, references. • computer with Internet access, • access to Microsoft Office suites or similar software, • learning material. You will be provided feedback on your performance by the Assessor. The feedback will indicate if you have satisfactorily addressed the requirements of each part of this task. If any parts of the task are not satisfactorily completed, the assessor will explain why, and provide you with written feedback along with guidance on what you must undertake to demonstrate satisfactory performance. Re-assessment attempt(s) will be arranged at a later time and date. You have the right to appeal the outcome of assessment decisions if you feel that you have been dealt with unfairly or have other appropriate grounds for an appeal. You are encouraged to consult with the assessor prior to attempting this task if you do not understand any part of this task or if you have any learning issues or needs that may hinder you when attempting any part of the task. Answer all the questions below: Question 1 Outline four (4) legislation and regulations that are relevant to customer service. Legislation and regulations Privacy Law Outline (40-80 words each) This legislation used to collect customers information and keep it in securely and disclosed it accurately with the customers. This information can access to the customers for their general right. BSBOPS505 - Manage organisational customer service V3 2021 RTO Provider: 91153 - CRICOS Code: 02672K Page 6 greenwichcollege.edu.au Legislation and regulations Anti Discrimenation legislation WHS legistlation Australian Consumer law Outline (40-80 words each) This legislation describe about the equality amongs the customer. In this legislation customer cannot be differentiate by age, geneder or family status. Also it explain that clients and staffs must be treated on the same level. This legislation ensure that customer and staff health and safety is very important. Hence employees need to identify, access and eliminate all the hazards that are dangerous for the customers and other staff members. This legislation bans all the marketing planning that may harm company reputation, staff, clients or government agencies that can mislead to false statements, restrict rivalry or voilatng the laws and regulation of the government. Question 2 Discuss the following elements of effective customer service: Quality Time Cost (100-150 words) Customers service needs time provision and utility of products and services. It also help to understand the comfortness when doing business with an organisation. Also delivering consistent quality, competitive prices and an ability to adapt to the needs and requirements of the client builds a positive, enduring customer relationship. By managing the consistent delivery of quality products and services requires the knowledge of customer needs which help the service team to deliver the goods with good qulity on time with in the customers budget. Question 3 Read the terms & conditions & policies of JB HI FI which provides a good overview of their customer service processes: https://support.jbhifi.com.au/hc/en-au , click on Terms and Policies. Address the following: Question A Summarise 3 organisational policy and procedures for customer service. (30-50 words/each) Answer The Australian Customer Law (“ACL”) secures buyers by giving them certain ensured rights when they purchase merchandise and administrations. For case, the Law requires that merchandise must be free of abandons and do what they are implied to do. Administrations must be carried out with care and ability. These rights, which the Law says BSBOPS505 - Manage organisational customer service V3 2021 RTO Provider: 91153 - CRICOS Code: 02672K Page 7 greenwichcollege.edu.au Question B Describe how a customer can place a complaint with JB HI FI? (30-50 words) C Describe the JB HI FI handles complaints related to privacy. (50-100 words) Direct link to privacy policy: https://solutions.jbhifi.com.au/privacy -policy/ Answer consequently apply at whatever point products or administrations are provided to a shopper, are called ‘Consumer Guarantees’. Estimating & taxes 3.1 Costs for Products are as appeared on the Website. 3.2 JB Hi-Fi saves the proper to alter the costs of Products at any time without take note to you. The price displayed at the time that you simply put your Arrange will proceed to apply to you indeed in case the cost changes some time recently your Arrange is accepted by JB Hi-Fi. 3.3 In expansion to the cost for the Merchandise, you may too ought to pay the recorded conveyance charge Home appliance delivery terms and conditions 1. Subject to installment of the cost to JB Hi-Fi at the time of buy, JB Hi-Fi will convey the Merchandise to Premises and, where pertinent, expel the Ancient Merchandise fro m those Premises, in understanding with these terms & conditions. 2. JB Hi-Fi does not offer set conveyance times. JB Hi-Fi will endeavor to convey the Merchandise on the day concurred with you, JB Hi-Fi will contact you (Mon- Sun barring open occasions) earlier to your conveyance to supply your assessed conveyance window and a track and follow interface. Submit a request Please choose your request type We'll for the most part react to your ask inside 4 days amid our working hours from 9am - 6pm Monday to Wednesday and 9am - 9pm Thursday to Friday and 10am - 6pm on ends of the week (AEST). By submitting your data you concur to our site terms of utilize and how we handle your individual data as sketched out in our protection policy. After getting a complaint, we are going consider whether we require any assist data from you to appropriately consider and examine the complaint, and may request such data from you. We'll then: conduct inner discourses with the significant commerce units included within the collection, BSBOPS505 - Manage organisational customer service V3 2021 RTO Provider: 91153 - CRICOS Code: 02672K Page 8 greenwichcollege.edu.au Question D List 5 legislation and regulations that are relevant to customer service in the organisation. Answer holding, utilize or revelation of your individual data which is the subject of your complaint, and assess whether we accept that such collection, holding, utilize or divulgence of your individual data was in breach of the Australian Protection Standards; and notify you of the comes about of our examination of your complaint. If the conclusion of our examination is that our collection, holding, use or revelation of your individual data was in breach of the Australian Protection Principles, we'll take steps to cure the breach as before long as sensibly practicable. We will try to inform you of the comes about of our examination of your complaint inside 30 days of accepting your complaint. 1. The Privacy Act 1988 (Security Act) was presented to advance and ensure the protection of people and to control how Australian Government organizations and associations with an yearly turnover of more than $3 million, and a few other associations, handle individual data. 2. Anti-Discrimination Act 1977 No 48 3. Fair debt collection Practices Act 4. The Federal, Food, Drug and Cosmetic Act 5. The Gramm–Leach–Bliley Act. Question 4 Good customer service is part of a company’s success. Address the following: A Question Identify and list: o 3 service standards relevant to customer service o 2 best practice models for customer service BSBOPS505 - Manage organisational customer service V3 2021 RTO Provider: 91153 - CRICOS Code: 02672K Answer Service Standards: 1) Customers service vision and mission. 2) Product services and standards 3) Policy and procedures for identifying customer needs Best Practice Model: 1) Standards 2) Codes of practices Page 9 greenwichcollege.edu.au Question o Explain why service standards and best practice models are important in customer service. Answer Importance in customer service (40-80 words) Customer service standards are important for clients, potential customers, employees and management of a business. They help to define what a customer can expect and to remind management and employees of the challenges and obligations that they face. Strong customer service standards can help a company retain more loyal customers and increase profits significantly. Companies adopt these standards to empower customer service employees to resolve complaints, problems and questions as quickly and satisfactorily as possible, for both the customer and the company. B Outline 3 public relations methods. (3050 words each) C Outline 3 product promotions methods. (30-50 words each) Advertorials are advertisements in the form of news stories or reviews in daily newspapers. Companies hire advertising or marketing professionals to help them develop TV advertorials, which are normally used as a form of advertising their products in the market. Social media help companies to avoid the media and go straight to the customers. Using social networking sites such as Facebook and Twitter allows companies to follow and be followed by journalists, drive web traffic, manage issues by responding quickly to criticisms or negative perceptions, and increase publicity for businesses Events are opportunities for companies to gain exposure for their businesses, promote new products or services and make sure accurate information reaches targeted customers. events are a platform to counter customer doubts and build customer confidence. Customers can also help businesses to research market needs. Comapies loyal customers are a key part of how to promote their product, as they are most likely to not only buy the product but also promote it to their networks. It can be in form of a private, inperson, an online tour, preview or demo. It could even be a special invitation to the loyal customers to test it out and give their feedback. These exclusive offerings are not only a great customer engagement strategy but they also support how much compaies value their regular clients. BSBOPS505 - Manage organisational customer service V3 2021 RTO Provider: 91153 - CRICOS Code: 02672K Page 10 greenwichcollege.edu.au Question D Outline 2 techniques for dealing with customers. One technique must include techniques to deal with customers with specific needs. (30-50 words each) Answer Giving away functional branded gifts can be a more effective promotional move than handing out simple business cards. Put your business card on a magnet, ink pen or key chain. These are gifts you can give your customers that they may use, which keeps your business in plain sight rather than in the trash or in a drawer with other business cards the customer may not look at. Product giveaways and allowing potential customers to sample a product are methods used often by companies to introduce new food and household products. Many of these companies sponsor in-store promotions, giving away product samples to entice the buying public into trying new products. Recognize and Expect Needs Most client needs are passionate instead of coherent. The more you know your clients, the superior you ended up at foreseeing their needs. Communicate frequently so that you’re mindful of issues or up and coming needs. Tune in to Customers Sometimes, clients fair got to know that you’re tuning in. On the off chance that they’re confounded or have a problem, by loaning a listening ear, you’re appearing that you just care which you’re not rejecting them. Question 5 Outline the following principles and techniques used when solving complaints. (30-50 words each). A Question o Why is it important to identify and understand customer behaviours? Answer (30-50 words/answer) Consumer behaviour is important for businesses because it can help them to make better decisions about their products and services. By understanding certain products purchased by the consumers and how they use them, businesses can adapt their offerings to better suit the needs and wants of their target market. List of 3 customer behaviors are Complex Buying Behavior. Habitual Buying Behavior. BSBOPS505 - Manage organisational customer service V3 2021 RTO Provider: 91153 - CRICOS Code: 02672K Page 11 greenwichcollege.edu.au B Question o List 3 customer behaviours. How do you conduct customer needs research? C How can you manage good customer relations? D How can you keep ongoing product and/or service quality? E Outline a process for problem identification and resolution. F How would you describe quality customer service delivery? Outline one record keeping and management method. G H I What are 2 strategies for monitoring, managing and introducing ways to improve customer service relationships? Briefly describe them. Describe 2 strategies to obtain customer feedback. Answer (30-50 words/answer) Variety Seeking Behavior. This type of research also identifies unsatisfied needs that customers view as highly important. The resulting of highlight opportunities for future product development initiatives and inform the design and development of new product and service features. Through customer needs research, organizations can satisfy the most important needs of their target audience by allowing them to accomplish their desired outcomes more effectively, with less effort, and with greater enjoyment. Excellent customer relationships are key to any business’s success and growth. Once companies find customers, they must consider how to effectively manage their relationship with them to ensure that the customer loyalty is earned. Improving product quality is one of the most important things for achieving long term sales growth and profitability. Businesses seeking to improve product quality need to embed quality practices in their routine processes. So rather than just an afterthought, quality has to be intrinsic to companies’ performance and daily operations management. In order to effectively manage and run a successful organization, leadership must guide their employees and develop problemsolving techniques. First step is to define the problem, where empolyees get to know the problems. Second step is to generate alternative solution where companies eradicate the problem by substitute answer. Then evaluate and select an alternative steps to solve the problem. Last, implement and follow up on the solution. Quality customer service involves providing efficient, quick, and friendly service to customers as well as building strong relationships with them. It also entails responding to customers' issues in time and handling any complaints swiftly Control storage and access To ensure that digital and paper files are stored securely, you need to control who has access to them. When it comes to managing your records according to best practices, how and where the documents are stored, is as important as who has access to them. 1. Seek Customer Feedback To provide excellent customer service, you first need understand their needs, experiences, and pain points. 2. Strengthen Your Customer Service Team Improving your customer service begins with building a strong customer service team. Here’s how you can strengthen your service performance. 1. Customer feedback through emails One popular and easy method for getting customer feedback is through follow-up emails. While you can easily automate this, having a person reach out is even better. BSBOPS505 - Manage organisational customer service V3 2021 RTO Provider: 91153 - CRICOS Code: 02672K Page 12 greenwichcollege.edu.au Question L Briefly describe how to effectively solve customer complaints. Answer (30-50 words/answer) 2. Customer feedback through surveys Customer surveys can come in all shapes and sizes. One of the most commonly used survey types is customer satisfaction (CSAT) surveys. These surveys use a Likert rating scale to get a sense of whether or not you’re meeting customer expectations. Offer consistent support across multiple channels Practice active listening skills Automate your customer support with bots Use the right tools & processes to manage complaints Handle customer complaints proactively Go the extra mile to keep customers happy Record important customer complaints Be polite while dealing with complaints Document your customer issues Put yourself in your customer’s shoes Keep your customers updated Question 6 Outline how you would manage the following (include process and techniques you would use in your answer). Item ` Managing specific customer needs Performing customer research Outline (50-100 words/item) 1. Set Practical Expectations It’s enticing in trade to guarantee the soil to urge a customer’s trade. Customers’ needs and needs may shift, but the probability is that the administrations you offer are restricted by time, accounts and assets. Begin off with genuineness and you can’t go off-base. Right from your to begin with assembly, oversee their expectations by setting out what you'll do, and what you'll be able to do. 2. Make a Arrange and Adhere to It To meet customers’ needs and needs you would like to form it clear to them precisely what the contrast is between those two things. Portion of overseeing desires is making a arrange with the customer, appearing precisely how their needs will be satisfied. You'll be able at that point examine the needs, and see how these can be arranged for as well. Client research is conducted so as to distinguish client portions, needs, and behaviors. It can be carried out as a portion of advertise investigation, client investigation, or plan investigation. Indeed so, it continuously centers on inquiring about current or potential clients of a particular brand or item in arrange to BSBOPS505 - Manage organisational customer service V3 2021 RTO Provider: 91153 - CRICOS Code: 02672K Page 13 greenwichcollege.edu.au Item Managing customer relationships Outline (50-100 words/item) recognize neglected client needs and/or openings for commerce development. Client relations depicts how your company locks in with clients with regard to moving forward with the client encounter. This includes overcoming short-term challenges and creating longterm arrangements that guarantee client victory. The objective is to construct a commonly useful relationship that starts some time recently, and exists long after, the beginning buy. While customer relations involve all parts of the business, it is most closely associated with the customer service department. Whereas client relations include all parts of the commerce, it is most closely related with the client benefit office. This implies that the client benefit, client victory, client back, and item improvement groups must contribute to building and keeping up the client relationship. Client relations incorporates the company’s deals and showcasing offices as well, as they associated with clients in various ways. Appendix 1 –Useful Links Legislations and Regulations Privacy Act : https://www.oaic.gov.au/privacy/the-privacy-act/ Anti-Discrimination Acts : https://www.humanrights.gov.au/sites/default/files/GPGB_quick_guide_to_discrimination_laws_0.p df WHS: https://www.safeworkaustralia.gov.au/ Contract Law : https://www.acc.com/resource-library/australian-contract-law Advertising : (https://www.accc.gov.au/accc-book/printer-friendly/29527 Australian Consumer Law and Marketing Communication: http://www.marketingminds.com.au/regulation.html Warranties and Guaranties : http://www.marketingminds.com.au/regulation.html Anti-competitive behaviour: https://www.accc.gov.au/business/anti-competitive-behaviour Advertising codes and regulations: https://www.communicationscouncil.org.au/public/content/ViewCategory.aspx?id=306 Intellectual Property : https://www.ipaustralia.gov.au/about-us/legislation/ip-legislation BSBOPS505 - Manage organisational customer service V3 2021 RTO Provider: 91153 - CRICOS Code: 02672K Page 14 greenwichcollege.edu.au