BSBOPS304 DELIVER AND MONITOR A SERVICE TO CUSTOMERS ( Please I need help)

Section 1: Identification of customer needs

1.

• Provide a description of customer one and their needs?
• What is the best way that you can assist this customer?
• How can you meet their needs?
• What information will you provide them with?
• How will you communicate with them?

2.

• Provide a description of customer one and their needs?
• What is the best way that you can assist this customer?
• How can you meet their needs?
• What information will you provide them with?
• How will you communicate with them?

3.

• Provide a description of customer one and their needs?
• What is the best way that you can assist this customer?
• How can you meet their needs?
• What information will you provide them with?
• How will you communicate with them?

4. Evaluate these three needs and prioritise them according to urgency using your customer service policies and guidelines as your basis for doing so?

5. What are the limitations of your role?

6. Who do you need to seek assistance from?

Provide an example of when you might need to do and how you can do it.

Section 2: Delivering services to customers

2.1

• Document where and when role play one occurred?
• Write summary of what you discussed.?
• What are the follow up actions needed?

2.2

• Document where and when role play one occurred?
• Write summary of what you discussed.?
• What are the follow up actions needed?

Section 3: Evaluation

Jason Smith

Summarise the feedback they have provided.

Respond to their feedback by developing an email to send to them. Attach the email to this section of the portfolio.

Answer:

Samiya Santos

Summarise the feedback they have provided.

Develop an email to your manager outlining the situation and seeking further guidance.

Assume that your manager cannot be reached.

Follow the complaints policy to deal with the situation.

Attach your emails to this section of the portfolio.

Answer:

Penelope Messlier

Develop an email to seek feedback from this client.

Attach the email to this section of the portfolio.

Answer:

Develop a report that summarises feedback received and provides recommendations for service delivery. Use the template provided in the Simulation Pack.

As one of your recommendations, include a recommendation for a complaints register system and propose how this could be implemented.

Answer:

Implement your proposed complaints register system by setting it up and recording the complaints you have received.

Ensure to record any actions already taken or those that need to be taken.

Answer:

Aus. Biz Coaching Aus. Biz Coaching provides a range of business coaching services designed to help clients develop their business vision and achieve desired outcomes. A range of business coaching services is available, including one to one coaching one off strategy sessions and online group coaching sessions. The company also runs regular events and has a recently produced a book aimed at small business owners. For the purposes of this assessment, you are employed as a Customer Service and Administration Officer for the company who reports to the General Manager who is also a consultant (your assessor). Your main role is answering client enquiries, booking appointments, invoicing and processing orders and general administration duties. You are not allowed to provide advice to clients as you are not a qualified consultant or coach but communicate these questions to your manager and liaise back with the customer as necessary. Any requests for refunds or discounts must be passed on to your manager. Today you have received enquiries from the following customers: Jason Smith, CEO Oztech Electrics. Jason emailed you with the following information: He is interested in obtaining business coaching for a range of areas including leadership, marketing and time management. Jason's is an electrical contracting business. He has a small team of staff. He has limited time and would prefer to be able to able to receive coaching for a limited time per week and preferably online. He has a limited budget and wants to know if any discounts are available. He is interested in starting coaching sessions early next year. Samiys Santos. Samiya Designs. Samiya left a message via the online enquiry form. Samiya left the message over a week ago and has now telephoned and left a message for someone to call her back. Samiya has recently set up an online retail business, selling handmade designer clothes. She is the sole business operator. English is her second language and she is worried about understanding technical concepts. She wants to book in for the one-to-one coaching sessions. She wants an immediate appointment. Her main area of interest is marketing. especially social media marketing. Penelope Messlier AdLives. She has arrived at the office asking to speak with someone about organising a coaching session. Atlives is a collaboration of artists in the local community.Penelope heads the business and is finding it difficult to communicate with the other business partners. Penelope heard of Aus. Biz Coaching and would like to know more. She wanted to meet with someone face to face, however she doesn't have an appointment. There are no consultants available to speak with Penelope. Penelope attended the recent social media event and needs more understanding of social media and she thinks Aus. Biz can help her. Penelope is French speaking with reasonable English communication skills. She is getting agitated as she waits to be seen. A list of services is provided on the following page.List of Services All services are to be paid by credit card or by direct bank transfer. On confirmation of services, an invoice should be provided to the customer. All invoices should be paid immediately to confirm services. One-to-one business coaching One-to-one business coaching is delivered over a number of sessions and is customized to meet a range of business goals, such as increasing business turnover, increasing profits, adding new products or services, working less hours or selling your business. The initial meeting with you will last 1 to 2 hours. We will then develop a 90-day plan that includes 3 follow up sessions during this time, of 2 hours each. We can provide ongoing mentoring following the 90-day plan. For example, a meeting every 2 or 3 months, of one to two hours, to discuss and monitor your movement forward. Coaching can be conducted face-to-face or online. Cost: $3,000 with additional costs of $500 per meeting for mentoring. One-off strategy session The one-off strategy session is designed to focus on the key areas of business that need extra attention. This business strategy session provides clients with the guidance to boost business growth and success. In just two hours, you will be assisted with getting clear direction and actions for the business that can be immediately implemented. Coaching can be conducted face-to-face or online. The intensive 2-hour session will give you a taste of what coaching can do for your business. Cost $1,000 Online group coaching sessions Based on meeting. working with, coaching and advising hundreds and hundreds of businesses and knowing what are the common success factors, Aus. Biz Coaches have put together an affordable course that provides and overview of business success principles and techniques Aus. Biz Coaches offers a0 8-week opline group coaching sessions to achieve this. The sessions are delivered over the Internet with interactive tools and participants only need to allocate one hour per week to transform their business. Topics covered will include: Setting the right goals for your business, including KPIs Business success principlesAvoiding common mistakes Maximising business returns Creating more time Attracting and retaining quality staff Improving business communications Attracting referrals Generating more clients with low cost and no cost lead generation Organising your team Leading your team Cost $1,300 Events Ongoing events. Price for all sessions is $295.00 per person. 1 February Business partnerships. 7.30 pm to 9.30 pm The aim of this session is to provide you with information about business partnerships and whether to go into them. 2 April Business structure. 7.30 pm to 9.30 pm This session aims to inform you about optimum business structures within your business, including how to form teams and what the optimal numbers within teams are. 3 July Talent management 7.30 pm to 9.30 pm This session is aimed at assisting you to develop talented professionals within your organization and to implement formal systems of talent management 30 October Business basics 7.30 pm to 9.30 pm The aim of this session is to provide information about the foundations for business success, including how to generate leads, finding excellent staff and cash flow basics. 15 December Social media marketing 7.30 pm to 9.30 pm The aim of this session is to provide information about social media marketing and how to harness its benefits to market your business and generate increased sales. Publications Solutions for Business Success (e-book) This book is designed for small business owners.Find out how to make your business a success with step by step instructions to achieve your business vision and goals. A number of tools to assist with planning are also included, including a Business Plan template and profit calculator. All files are sent to the client electronically. Price $159.00Communication Policy and Procedures When identifying customer needs you must use effective communication skills. These are outlined as follows: It is important to build rapport with a customer as it develops trust and can be beneficial if there are any issues with the customer, or when handling a complaint. Following are some useful skills that you can use to build rapport and relationships with customers: Be polite Be professional Be understanding of diversity Show empathy Speak clearly Use positive body language. You must support inclusion and diversity in relation to individual differences and communication. In our organisation you must: Modify the way we communicate, using inclusive language and not using jargon or slang Adapt to different communication needs such as using body language and visual cues to support understanding Speak clearly and at the right tone and pace for someone who has English as a second language or is hard of hearing Listen effectively using appropriate eye contact, expressions and gestures Using effective communication can help you confirm your understanding and help to clarify a customer's needs. Use effective questioning and techniques such as: Open-ended questions - Used to begin a conversation or to obtain more information about something the speaker has already said. Example: What is your major area of concern? Closed questions - This generally requires a one word or yeso answer. It's good for confirmation. Example: Have I spelled your name correctly? Active listening skill means paying attention to the speaker - both to verbal and non-verbal cues and are essential in relation to customer service. Therefore, use the following tips to support you during communications with colleagues and customers: Facing the other person - so they can read your facial expressions and you can see and read theirs.Paying attention to the other person and avoiding distractions and interruptions - focussing on what is being said. Encouraging them to keep talking through a variety of strategies - such as smiling. nodding. saying "I see", "Interesting" or "Go on". Taking notes to demonstrate you are paying attention. Leaning slightly forward and making eye contact to show interest. Paraphrasing what the other person says to prove you have heard and understood. Not interrupting- Empathising with the other person - factoring in how they are feeling as well as what they are saying. Not being judgemental about what the other person is saying. Factoring in their body language. Face-to-face communication The needs of various customers communication needs should be taken into account when planning communication. Be courteous and always serve a customer who has come into the office before taking a call. Try connecting any customers who come into the office with a consultant. Always greet customers with Good morning or Good afternoon and ask how you may help them. Record any communications with people who come into the office. Email communication All emails should be written as follows: Write a clear subject line. Use greeting and closing as you would in a letter. For clients, use their first name or Mr or Mrs if preferred. End the email with Yours Sincerely. For staff, use first names and use Kind Regards in closing. Where the email is to all staff use "Dear AIr Make the email easy to read. Use short paragraphs and insert blank lines between each paragraph. Use bullet points if applicable. Keep the email brief. Proofread the email. Run the spell check and check the document yourself too for spelling and grammar. Telephone communication The needs of various customers communication needs should be taken into account when talking over the phone