Assessment Task 2:Customer service strategy planning project

Task summary

For this assessment task you are required, in the role of Operations Manager ofOzhouseClean,to research and develop a customer service strategy for the company. Yourstrategy will need to be discussed with,and agreed on by,senior management.This task is to be completed in the simulated work

Deliver

Submit

Assessment criteria

Foryourperformance to be deemed satisfactory in this assessment task,youmust satisfactorily addressall ofthe assessment criteria. If part of this task is not satisfactorily completed,youwill be asked to complete further assessment to demonstrate competence.

Re-submission opportunities

You will be provided feedback onyourperformance 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 written feedback along with guidance on what you must undertake to demonstrate satisfactory performance.

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 assessment.

Assessment Task 2 Instructions

Carefully read the following:

OzhouseClean is a cleaning services company based in Melbourne. The company offers professional, residential cleaning services, including regular home cleans, as well as spring cleans.

The company's mission, vision and values as follows:

Mission

OzhouseClean is committed to providing the highest quality residential and commercial cleaning services available by exceeding the expectations of our clients.

Vision

We are constantly working to establish ourselves as the most respected and sought-after contract cleaning and facilities support service in Melbourne.

Values

Respect: taking time to understand and value each of our customers and respecting their choices.

Responsibility: acting with integrity towards our staff, our customers, the community and the environment.

Caring: a duty of care for our staff, customers and the environment.

Excellence: to always look to provide the best quality experience with regards to our cleaning and our customer service.

Integrity: to act with honesty, openness and do what we say we will do.

Innovation: to be industry leaders.

Objectives

Our key objectives and that are fundamental to our business in delivering world-class cleaning and customer service, are as follows:

Currently 70% of the company's customers are residential customers. Most of these customers are full-time workers, needing cleaning services because of their busy lifestyle. Most customers use regular cleaning services (either once a week or twice a week for 3 - 4 hours).

The company also has a small number of commercial contracts for cleaning. Generally, these involve cleaning staff going in each evening for 2 hours to clean the office.

Regular services are priced at $35 per hour and the market is very sensitive to price and quality of service delivered.

The company does not currently have a customer service strategy. As part of the current strategic planning process and overall drive to achieve excellence within the company you, as the Operations Manager (responsible for a team of staff including call centre operators and the cleaning team), have been tasked with the responsibility to develop a customer service strategy and a customer service charter that aligns with the company's strategic plan mission, vision and objectives. All customer services strategies need to be implemented during upcoming year and a priority assigned.

The management team has developed a key principle on which the customer service strategy is to be based:

We listen to our customer, understand their needs and deliver services to meet these needs.

The management team has advised that all strategies must come from that principle and that strategies must also address (but not be limited to) the following key areas:

Complete the following activities:

Use the Internet to find out about legislation and regulations that the company needs to abide by in its delivery of services and ensure that this information is incorporated into the development of customer service strategies. You will also need to provide an overview of the legislative and regulatory context at the meeting with staff so ensure you make notes to guide your delivery of the information to staff.Use the Internet to find examples of customer service strategies developed by other companies. Make notes on your findings. Using secondary sources of information, research and identify likely key customer needs in relation to cleaning services, including as a minimum quality of service, cost of service, response times from booking of service to completion and so on.

Your report should be between half a page and one-page long.

Research options for customer service strategies and customerneeds. Thecustomer service strategy should clearly reflect the customer needs you have identified and show how these needs will be satisfied through the service provided. The strategy should also document specific actions, priority and performance indicators.Use the Customer Service Strategy Template to guide your work.You will modify this document following a meeting with the Management Team, so save this version as Draft Customer Service Strategy.

The text of the email should be in grammatically correct English, written in an appropriate (polite, business-like) style.It should introduce and summarise the contents of the attachments. The email text should advisethe management teamthat you would like to set up a meeting to discuss the documents. It should include a brief statement of the purpose of the meeting and the date and time and duration for the meeting (the meeting will be approximately 30 minutes).Attach your regulations report and your customer service strategy to the email.

At the meeting you, you will discuss and confirm the customer service strategy with the General Manager (your assessor).At the meeting, you will be required to:

During the meeting, demonstrate effective communication skills including:

Your assessor (in the role of the General Manager) will provide you with feedback on your strategy, which you will incorporate into the document in.

Following the meeting, incorporate your General Manager's feedback into your customer service strategy.Save this draft of the document as Revised Customer Service Strategy.

Ensure that you have an overall folder for your work for this unit, as well as sub folders if necessary.

All ofthe documents that you have submitted for this assessment task should be correctly named and filed.Folders must be logical and well-organised, and you will be assessed on this.The screen shot should show all the folders and documents.

The text of the email should be in grammatically correct English, written in an appropriate (polite, business-like) style.It should summarise the meeting's outcomes and introduce and summarise the contents of the attachment. It should Attach your revised customer service strategy and screen shot to the email.

Assessment Task 3:Customer service delivery project

Task summary

As the Operations Manager responsible for ensuring delivery of quality services,students willreview a sample of quotes provided by customer service staff to customers. Oncethey have completed their analysis, theywillmeet with the customer service team todiscussany issuesthat theyidentified throughtheirreview,andactions to be taken to ensure quality customer service.Theywill also be required to demonstratetheirability to problem-solve through unexpected information provided bytheircustomer service team.This task is to be completed in the simulated work environment at SCSB.

Required

Deliver

Submit

Assessment criteria

Foryourperformance to be deemed satisfactory in this assessment task,youmust satisfactorily addressall ofthe assessment criteria. If part of this task is not satisfactorily completed,youwill be asked to complete further assessment to demonstrate competence.

Re-submission opportunities

You will be provided feedback onyourperformance 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 written feedback along with guidance on what you must undertake to demonstrate satisfactory performance.

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 assessment.

Assessment Task 3 Instructions

Complete the following activities:

Reviewall ofthe following documents:

Review the information given ondelivery of company services according to quality and delivery standards.Check whether the response times forthedelivery of quotesis in accordance with timelines specified in the Customer Service Policy and Procedures.

Check whether the information provided within the quote is correct as per theOzhouseClean List of Services.

Make notes on variances in response timesor correctness of information.This information will need to be shared at the meeting with staff.

Identify and make notes on actions to address identified issues with response time or correctness of information to discuss with the staff member at a meeting. This should be both immediate action/s or actions to be completed overa period of time.

This review will help you determine whether the information contained in the quotes is correct and has been sent to customers according to the required timelines.

Your analysis should be about one page.

Meet with your customer service team (your assessor) to:

During the meeting, demonstrate effective communication skills including:

At the meeting, your team (your assessor) will also give you some unexpected information, whichyou will need to discuss,and identify additional or revised actions. These should be discussed in the meeting and then confirmed in the emailyou will write inthefollowingactivity.

Following the meeting, you are required to send an email to the customer service team, summarising the meeting outcomes, as well as all agreed actions.It should summarise any adjustments that you intend to make to thecustomer service standardsin light ofthe information given by the team during the meeting.The text of the email should be in grammatically correct English, written in an appropriate (polite, business-like) style. It should introduce and summarise the contents of the attachment. Attach your customer service analysis to the email.

Assessment Task 4:Complaints analysis project

Task summary

For this assessment task,studentsare required to review and analyse customer complaints lodged withOzhouseClean,and to provide a briefing report to the General Manager about solutions.This task is to be completed in the simulated work environment at SCSB.

Required

Submit

Assessment criteria

Foryourperformance to be deemed satisfactory in this assessment task,youmust satisfactorily addressall ofthe assessment criteria. If part of this task is not satisfactorily completed,youwill be asked to complete further assessment to demonstrate competence.

Re-submission opportunities

You will be provided feedback onyourperformance 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 written feedback along with guidance on what you must undertake to demonstrate satisfactory performance.

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 assessment.

Assessment Task4Instructions

Carefully read the following:

Last October,OzhouseClean signed up to a number ofgroupbuying website to increase the demand for its services.There has been a marked increase in customers, but there has also been a significantly increased number of complaints.

The following complaints have been logged in the complaints register since signing up to the group buying web site as follows:

As Operations Manager, you have been asked to investigate and report on these complex complaints,as it appears that the company had not investigated these situations prior to signing up with the group buying web site.

Complete the following activities:

Your investigation should include an analysis of the legal situation, example cases and recommendations for how to avoid this situation in the future.

Your briefing report should address:

Use the Briefing Report Template to guide your work.

The text of the email should be in grammatically correct English, written in an appropriate (polite, business-like) style.Itshould introduce and summarise the contents of the attachment. Attach your briefing report to the email.

Assessment Task5:Customer feedback and analysis project

Task summary

For this assessment task, you are required todevelop a customer survey forOzhouseClean.You will thenanalyse the resultsanddevelop a short report for your team about the results of the survey, as well as your recommendations for changes to customer services or standards based on your analysis.This task is to be completed in the simulated work environment atSCSB.

Required

Submit

Assessment criteria

Foryourperformance to be deemed satisfactory in this assessment task,youmust satisfactorily addressall ofthe assessment criteria. If part of this task is not satisfactorily completed,youwill be asked to complete further assessment to demonstrate competence.

Re-submission opportunities

You will be provided feedback onyourperformance 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 written feedback along with guidance on what you must undertake to demonstrate satisfactory performance.

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 assessment.

Assessment Task 5Instructionsas provided to students

Carefully read the following:

Based on the customer service issues identified as a result of the customer complaints issue,OzhouseClean has decided to be proactive and identify customer needs through use of a customer feedback survey.AsOperations Manager ofOzhouseClean, you are required to develop the customer survey.

Complete the following activities:

Use the internet to research real life customer surveys used by businesses, as well as how these surveys are administered(e.g. online) and how often. Identify best practices in customer surveysin regardtoquestionnaire design and survey method and frequency. Make notes on your findings

Based on the areas identified in the task instructions (i.e. quality of service, ability to meet timelines, staff performance and cost of services), develop a customer survey. Your survey should include at least 10 questions. You may also include rating criteria for customer to rate their responses. Send the customer survey to your assessor via email. Your email should outline the purpose of the survey and include your recommendations on how often the survey should be administered and by what method based on the research you undertook. You should include a clear rationale for your recommendations.

The text of the email should be in grammatically correct English, written in an appropriate (polite, business-like) style.Your email should outline the purpose of the survey and include your recommendations on how often the survey should be administered and by what method based on the research you undertook. You should include a clear rationale for your recommendations.It should introduce and summarise the contents of the attachment and seektheir feedback andapprovalto move forward with the project. Attach your Customer Survey to the email.

Carefully read the following:

It is six months later, and acustomer survey has been completed by sending out a one-off survey to 300 customers byemail.

49 customers responded to the survey and the findings are as follows:

Overall satisfaction withOzhouseClean services

26 totally satisfied, 18 somewhat satisfied, 4 dissatisfied and 1 totally dissatisfied

Industry benchmarks show that the average number of customers who indicate that they are totally satisfied is 42%.

Ease of doing business withOzhouseClean

20 totally satisfied, 19 somewhat satisfied, 8 dissatisfied and 2 totally dissatisfied

Industry benchmarks show that the average number of customers who indicate that they are totally satisfied with ease of business is 47%.

Customers who said they would useOzhouseClean Services again are:

42 totally satisfied, 6 somewhat satisfied, 1 dissatisfied and 0 totally dissatisfied

Industry benchmarks show that the average number of customers who indicate that would use services again is 72%.

Customers who said they would recommendOzhouseClean to others

38 totally satisfied, 8 somewhat satisfied, 3 dissatisfied and 0 totally dissatisfied

Industry benchmarks show that the average number of customers who indicate that they would recommend the company to others is 63%.

Other comments made in response to question inviting customer suggestions:

Complete the following activities:

Review the scenario information and analyse the results.Develop a shortreport (about 1 page) to discuss the results of your analysis.

Your briefing report should include, as a minimum:

Use the Customer Survey Report Template to guide you work.

The text of the email should be in grammatically correct English, written in an appropriate (polite, business-like)style. Itshould introduce and summarise the contents of the attachment. Attach your Customer Survey Report to the email.

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BSBCUS501 - Manage quality customer service