he Project Assessment 1 is based on the Unit of Competency: SITXCCS008 Develop and Manage quality customer service

You, the student, are required to complete a project which identifies customer service strategies, standards and methods for gathering information about customer satisfaction levels. Where areas of dissatisfaction are identified, you will develop a plan to address these issues. As part of the customer service strategies, you will develop a continuous improvement process.

NOTE: All documents and policies/procedures should be written to be applied in your workplace where possible. If you are not working, you may nominate a workplace on which to base this project.

If you are not working and need to nominate workplace - you must get approval from your assessor.

If there is an instruction you do not understand, ask your assessor for clarification.

Part 1: Research customer profile and develop customer service plans, policies and strategies for your organisation.

In the first part of the project it will be necessary to gather as much information as possible from a variety of sources. These sources should include management, staff and customers.

A) Research the customer base of the organisation and provide details of the following information:

· Describe the demographic of your customers including ages/income/home ownership/education/ethnicity etc. You must reference your sources of information.

B) Develop a policy and procedure to support and administer the customer service processes and standards in your workplace. Information in the policy and procedure should contain but may not be limited to the following:

· Vision statement.

· Set customer service goals in line with your vision and based on your research into customer needs.

· Product or service overview.

· Sequence of service or service process

· Staff training in service standards and regulatory compliance with consumer protection laws.

· Communication between staff members and customers.

YOU MUST SUBMIT THE FOLLOWING DOCUMENTS:

ASSESSMENT CHECKLIST: ATTACHMENT A (COMPLETED RESEARCH DOCUMENT DESCRIBING THE DEMOGRAPHICS OF THE CUSTOMER BASE)

ASSESSMENT CHECKLIST: ATTACHMENT B (CUSTOMER SERVICE POLICY/ PROCEDURE AND STANDARDS FOR THE WORKPLACE)

Part 2: Customer Service Monitoring Strategy and Feedback form

The second part of the project requires you to develop:

C) Customer Service Monitoring Strategy which outlines:

The required standard you wish to achieve in customer service.

· Discuss the resources you will need to effectively provide quality products and services to your customers

· What will you monitor?

· How will you monitor? What methods will you use?

· When will you monitor?

· Who will be responsible?

· How will team members be informed about the organisation’s policies/standards, etc.?

· How will you manage the team to ensure they all meet the standards consistently?

· What documentation and records will need to be kept?

D) Create a feedback form to use as part of the Customer Service Monitoring Strategy which can capture the following information:

· Customer level of satisfaction for product and service quality and timing

· Opportunity for general customer comments

· Opportunity for customer suggested improvement/s

· Customer opinion on product range/quality/relevance

· Customer comments on processes and systems

· Comments on communication processes – staff product knowledge and engagement

YOU MUST SUBMIT THE FOLLOWING DOCUMENTS:

ASSESSMENT CHECKLIST: ATTACHMENT C (CUSTOMER SERVICE MONITORING STRATEGY)

ASSESSMENT CHECKLIST: ATTACHMENT D (FEEDBACK FORM)

Part 3: Continuous Improvement Plan.

The third part of the project requires you to develop a Continuous Improvement Plan to ensure quality customer service.

The plan must include information on how you will conduct ongoing monitoring and evaluation of customer service, and how team members are included in the process.

All the following points must be covered in your submission.

· How do you determine your customers’ needs?

· How is customer satisfaction being measured?

· What techniques and strategies could you implement to identify customer service complaints?

· Outline how you would identify systems within the workplace that lead to poor customer service

· How can your customer service be improved?

· Outline how you would implement changes to systems within the workplace that would improve customer service

· How will the effectiveness of the improvements be evaluated?

ASSESSMENT CHECKLIST: ATTACHMENT E (CONTINUOUS IMPROVEMENT PLAN.)