assessment to be done in 4 days

BSBCUS501 Manage Quality Customer Service

Question paper Please DO NOT answer in this document. Please go to the Moodle Assessment document folder to find: Answer_Paper_BSBCUS501.02 Learner Assessment MC v2 And enter your answers into answer paper document.

Summative Assessments The summative assessments are the major activities designed to assess your skills, knowledge and performance, as required to show competency in this unit. These activities should be completed after finishing the Learner Resource. You should complete these as stated below and as instructed by your trainer/assessor.

Knowledge, skills and performance may be termed as:

 Knowledge – knowledge requirements, required knowledge, essential knowledge, knowledge evidence

 Skills Performance

o skill requirements, required skills, essential skills, foundation skills

o evidence requirements, critical aspects of assessment, performance evidence.

Section A: Knowledge Activity

The Knowledge Activity is a series of activities to confirm your competency for all of the required knowledge in the unit of competency.

Section B: Skills Performance Activity

The Skills Performance Activity is designed to be a practical activity performed based on the information you have obtained in Section A. You should demonstrate the required practical tasks for the unit of competency and be observed by the assessor, as applicable to the situation.

If necessary for the activities, you should attach completed written answers, portfolios or any evidence of competency when submitting this work.

Marking guidance You will undertake two Summative Assessments as your own work but communicating with others.

To satisfactorily pass this unit, you need to ensure that each component of the Summative Assessment (Sections A & B) is completed, submitted and marked Satisfactory.

Submission See the Unit Outline and listen to your trainer for the due date for this assessment.

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You will be supplied with the assessment materials via the Moodle course for this unit. It is acceptable to prepare and capture parts of your work using word processing, scanned document or other forms of technology (eg audio recordings). When you do this, you MUST name the files correctly and upload them to the Moodle course for this unit. Make sure that you complete and submit the cover page each time you submit your work for a Summative Assessment. Feedback and results You will receive supportive feedback about your work for your Summative Assessments. See the International Student Handbook for the College’s policies on resubmissions and appeals. You can always talk to your trainer about the feedback and your progress.

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Section A: Knowledge Activity Objective: To provide you with an opportunity to show you have the required knowledge for this unit. The completion of the following activity will enable you to demonstrate your skills of:

3. Monitor, adjust and review customer service

3.3 Develop resources effectively to provide quality products and services to customers

Performance Evidence

 develop physical resources to support quality customer service delivery.

The completion of the following activity will enable you to demonstrate your knowledge of:

 explain techniques for solving complaints including the principles and techniques involved in the management and organisation of:

o customer behaviour o customer needs research o customer relations o ongoing product and/or service quality o problem identification and resolution o quality customer service delivery o record keeping and management methods o strategies for monitoring, managing and introducing ways to improve customer

service relationships o strategies to obtain customer feedback.

Answer each question in as much detail as possible, considering your organisational requirements for each one. Background You are employed by Bounce Fitness as their General Manager Marketing. You will find the login details in the Moodle course for the Bounce Fitness website and intranet - http://bounce.precisiongroup.com.au The documents you will require if you are using the simulated business Bounce Fitness can be found on the Bounce Fitness website:

• Procedures tab / Administrative Procedures / Style Guide • Infrastructure tab / Current Projects folder / Bounce Fitness Corporate Marketing Plan • Infrastructure tab / Business Strategy and Planning documents • Policies tab / Customer Relationship Management • Procedures tab / Customer Relationship Management • Documents tab / Customer Relationship Management • Performance tab / Cairns Centre / Cairns Staff, Cairns Complaints, Cairns Customer

Satisfaction Survey Results Be sure to check out the other documents to get information on the business. You may need to conduct further research.

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The Bounce Fitness CEO has asked you to consider the quality of Bounce Fitness’s customer service by undertaking a series of tasks. To ensure you do a really good job, you have decided to prepare a manual called Customer Service Principles and Techniques which could be used so all staff members understand the principles and techniques used to organise and manage how customer service at Bounce Fitness. You do this by preparing information covering all of the following terms. Ensure you refer to the Bounce Fitness Style Guide about how to set out this manual using a Report format. Prepare a brief Purpose statement at the beginning document explaining the document’s purpose (20-50 words)

1. Customer behaviour (20-50 words) 2. Customer needs research methods (50-100 words) 3. Customer relations (10-30 words) 4. Ongoing product and/or service quality (30-50 words) 5. Problem identification and resolution strategies (50-100 words) 6. Quality customer service delivery (30-70 words) 7. Record keeping and management methods (30-100 words) 8. Strategies for monitoring, managing and introducing ways to improve customer service

relationships (50-100 words) 9. Strategies to obtain customer feedback (50-100 words)

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Section B: Skills Performance Activity Objective: To provide you with an opportunity to demonstrate the required performance criteria, performance evidence and foundation skills for this unit. This activity will enable you to demonstrate the following elements and performance criteria:

1. Plan to meet internal and external customer requirements 1.1. Investigate, identify, assess, and include the needs of customers in planning processes 1.2. Ensure plans achieve the quality, time and cost specifications agreed with customers

2. Ensure delivery of quality products and services

2.1 Deliver products and services to customer specifications within organisation’s business plan 2.2 Monitor team performance to consistently meet the organisation’s quality and delivery

standards 2.3 Help colleagues overcome difficulties in meeting customer service standards.

3. Monitor, adjust and review customer service 3.1 Develop and use strategies to monitor progress in achieving product and/or service targets

and standards 3.2 Develop and use strategies to obtain customer feedback to improve the provision of

products and services 3.3 Develop, procure and use resources effectively to provide quality products and services to

customers 3.4 Make decisions to overcome problems and to adapt customer services, products and

service delivery in consultation with appropriate individuals and groups 3.5 Manage records, reports and recommendations within the organisation’s systems and

processes.

This activity will enable you to demonstrate the following performance evidence:

 develop and manage organisational systems for quality customer service  develop and review plans, policies and procedures for delivering and monitoring quality

customer service  implement policies and procedures to ensure quality customer service  solve complex customer complaints and system problems that lead to poor customer service  monitor and assist teams to meet customer service requirements  develop, procure and use human and physical resources to support quality customer service

delivery.

This activity will enable you to demonstrate the following knowledge evidence:

 outline the legislative and regulatory context of the organisation relevant to customer service

 describe organisational policy and procedures for customer service including handling customer complaints

 identify service standards and best practice models  summarise public relations and product promotion  outline techniques for dealing with customers including customers with specific needs

This activity will enable you to demonstrate the following foundation skills:

 Reading

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o Interprets and analyses textual information from a variety of sources and applies the knowledge that has been gained to evaluate standards for organisation s products and services

 Writing o Produces a range of text types to convey information, requirements or

recommendations matching style of writing to purpose and audience  Oral Communication

o Clearly articulates systems and standards in a team environment using language suitable to diverse audiences

o Uses listening and questioning techniques to obtain feedback and confirm understanding

 Numeracy o Interprets and comprehends mathematical information in organisation s business

and customer service plans  Navigate the world of work

o Recognises and applies organisational protocols and meets expectations associated with own work

 Interact with others o Identifies and uses appropriate conventions and protocols when communicating

with colleagues and customers o Collaborates with others, taking into account their strengths and experience, to

achieve desired outcomes o Provides support in field of expertise to team

 Get the work done o Develops and implements plans using logical processes and monitors and evaluates

progress against stated goals o Accepts responsibility for addressing complex or non-routine difficulties, applying

problem solving processes in determining a solution. o Uses digital technology to access, organise and present information in a format that

meets requirements Answer the activity in as much detail as possible, considering your organisational requirements. Assessment information Use the information provided, together with the information that you researched and wrote about for Section A: Knowledge Activity in this Assessment workbook, as well as your own research, to complete this assessment. For this assessment you will develop strategies to manage Bounce Fitness’s organisational systems that ensure products and services are delivered and maintained to standards agreed undertaking a series of tasks

Compile your work ensuring that they meet the guidelines in the Bounce Fitness Style Guide http://bounce.precisiongroup.com.au/procedures/ administrative-procedures/ 1. Prepare a Customer Service Plan Prepare a Customer Service Plan for Bounce Fitness which outlines how people within the organisation will know how to service your customers, both internally and externally.

Your plan must:

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• Take into account the business’s overall vision and mission, and other business plans, and how the organisation currently views customer service

• Ensure that your organisation can achieve the quality, time and cost specifications of the customer service plan

• Include information about / from your customers eg from feedback forms, surveys, industry statistics

• Make reference to other relevant Bounce Fitness documents

Your Customer Service Plan should be presented as a Formal Report and include the following information:

• A Customer Service mission/vision statement (10-50 words) • Details about all customer types, both internal and external (30-100 words) • The services and/or products Bounce Fitness offers (30-100 words) • Their policies and procedures regarding customer service • The quality customer service targets and standards Bounce Fitness aims to achieve (100-200

words) • The techniques used to deal with customers, including customers with specific needs (50-

100 words) • The relevant legislation and regulations related to customer service (50-100 words) • The Customer Service Standards Bounce Fitness uses to manage quality customer service

(50-200 words) • The public relations and/or marketing and promotional strategies Bounce Fitness uses (100-

200 words) • The communication methods Bounce Fitness uses to inform their staff about quality

customer service (100-200 words) • The complaint handling Bounce Fitness uses (100-200 words)

Save this document as “BSBCUS501 Task 1 Customer Service Plan <Your name>”

2. Identifying customer needs meeting You now need to interact with another BSBCUS501 Manage quality customer service student who has completed and submitted their work for Section A: Knowledge Activity above. This person will act as the Cairns Centre Manager and this person should be provided with a copy of your Customer Service Plan prior to the meeting.

This meeting forms part of the planning process to ensure that your Customer Service Plan from Task 1 will meet needs of both internal and external Bounce Fitness customers.

At this meeting you need to:

• Facilitate a discussion to identify whether your Customer Service Plan will meet customer needs – internal and external customers, as well as customers with special needs

• Collaborates with the person taking into account their strengths and experience to achieve desired outcomes

• Clearly articulate customer service systems and standards using language suitable to the needs of the meeting participant

• Use listening and questioning techniques to obtain feedback from the meeting participant, and confirm the meeting participant’s understanding information you share with them

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At the meeting (10-15 mins):

• establish meeting conventions and protocols • explain:

o the aim of the meeting, and o how your Customer Service Plan will enable quality customer service for your

organisation • ask the person whether your Customer Service Plan:

o includes all types of internal and external customers for your organisation o meets the requirements for each of these internal and external customers, including

customers with specific needs o meets the quality, time and cost specifications needed to achieve quality customer

service o follows your organisation’s processes, procedures and requirements related to internal

and external customer service, and whether any of these documents need to be updated as a result of your Customer Service Plan

• close the meeting appropriately

Your trainer will advise you when this role play will be undertaken. Update your Customer Service Plan to include the input you received from your colleague ensuring you use tracking changes or highlighting the changed sections. Save this document as “BSBCUS501 Task 2 Customer Service Plan <Your name>” 3. Deliver a service to a customer: You now need to interact with another BSBCUS501 Manage quality customer service student who has completed and submitted their work for Section A: Knowledge Activity above. This person will act as a potential new Bounce Fitness customer at the Cairns Centre interested in becoming a member. This potential customer has recently moved to Australia, and English is their alternative language. They also have children and worked different shifts. At the time of this service delivery (10-15 mins): • establish conventions and protocols for delivering a customer service • explain the benefits and features of being a Bounce Fitness Member, ensuring you using

language suitable to a person with English as an alternative language • explain how the customer can use this service taking into consideration their personal

commitments • ask the customer:

• if they have any questions or require any further information • to clarify that they understand how to use their membership • to confirm that they understand the organisational processes, procedures and

requirements related to using their membership • satisfied with your customer service

Your trainer will advise you when this role play will be undertaken. 4. Monitor your team’s performance:

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In preparation for the next Leadership meeting, you now need to monitor your team’s customer service performance to determine if they are delivering the organisation’s customer service to the level of quality and delivery standards as it outlined in your Customer Service Plan.

This will involve you accessing and analysing the Cairns Customer Satisfaction Survey Results to determine areas of good and poor customer service.

In preparation for your Leadership meeting, prepare some notes covering the following:

1. A summary of the customer feedback results 2. Key areas of good performance 3. Key areas of poor performance 4. Suggestions how:

o good performance will be rewarded o poor performance will be addressed

Save this file as “BSBCUS501 Task 4 Monitoring customer service <Your name>” 5. Help colleagues overcome difficulties in meeting customer service standards: You now need to interact with two other BSBCUS501 Manage quality customer service students who have completed and submitted their work for Section A: Knowledge Activity. These people will act as the Cairns Centre Manager and one of the Assistant Managers and who you will meet with to help them overcome the difficulties with customer service standards that you identified in Task 4 above. Note that the Assistant Manager wears a hearing aid in their left ear. At this meeting you need to:

• Facilitate a discussion to identify how to improve customer service standards at the Cairns Centre

• Collaborates with these people taking into account their strengths and experience to achieve desired outcomes

• Clearly articulate customer service systems and standards using language suitable to the needs of the meeting participants

• Use listening and questioning techniques to obtain feedback from the meeting participants, and confirm the meeting participants’ understanding of the information you share with them

At the meeting (10-15 mins):

• establish meeting conventions and protocols • explain why you are meeting with them • share what you found out from the customer feedback eg:

o A summary of the customer feedback results o Key areas of good performance o Key areas of poor performance o Suggestions how good performance can be rewarded and poor performance will be

addressed • ask the team members:

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o why they felt the situation of poor performance happened and how they could avoid the situation happening again

o whether they required any other support, resources or training other than what you have already suggested

o to clarify that they understand the importance of quality customer service o to confirm that they understand the organisational processes, procedures and

requirements related to delivering quality customer service

Your trainer will advise you when this role play will be undertaken. 6. Develop and use strategies to monitor progress in achieving product and/or service targets

and standards: It is now time to determine whether the targets and standards you set in your Customer Service Plan are being achieved.

Develop strategies to monitor the progress of your product/service targets and standards

Write a policy and procedure document (150-300 words) which describes how Bounce Fitness will monitor the progress of its customer service targets and standards eg hold monthly meetings, extract daily reports, review customer feedback forms/surveys etc.

Ensure that at least 1 of these strategies can be used within the time that you are completing this unit eg in the next 7-14 days.

Save this document as “BSBCUS501 Task 6 Monitoring targets and standards policy and procedures <your name>”

Use a strategy to monitor the progress of your product/service targets and standards

You now need to use one of these monitoring strategies to determine whether you are meeting customer service targets and standards. You need to submit one or more of the following to show this has happened:

• Minutes of a meeting discuss the targets and standards OR

• Summary of customer service reports OR

• Summary of customer feedback

Save this document as “BSBCUS501 Task 6 Monitoring targets and standards summary <your name>”

7. Develop and use strategies to obtain customer feedback to improve the provision of products

and services: It is now time to obtain customer feedback so your organisation can improve how it provides its products/services:

Develop strategies to obtain customer feedback to improve the provision of products/services

Write a policy and procedure document (150-300 words) which outlines ways that you and your team will obtain customer feedback to improve the provision of products/services eg hold customer focus groups, send out customer surveys etc.

One of these strategies must be involve speaking with customers by either:

• Holding a customer focus groups with a minimum of 2 people present

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• Meeting with a minimum of 2 people to discuss your organisation’s customer service

Save this document as “BSBCUS501 Task 7 Obtaining customer feedback policy and procedures <your name>” Use these strategies to obtain customer feedback to improve the provision products/services -

It is now time to use one of the strategies you included in your BSBCUS501 Obtaining customer feedback policy and procedures above.

This will involve you interacting with two other BSBCUS501 Manage quality customer service students who have completed and submitted their work for Section A: Knowledge Activity. These people will act as Bounce Fitness – Cairns Centre customers:

• Margaret Bell • John Roberts

Ensure you read these customers’ complaints and complaint responses before meeting with these customers.

At this session, you need to:

• Facilitate a discussion to obtain customer feedback which can be used to improve products and services at the Cairns Centre

• Clearly articulate customer service systems and standards using language suitable to the needs of the meeting participant

• Use listening and questioning techniques to obtain feedback from the meeting participants, and confirm the meeting participants’ understanding information you share with them

When interacting with the customers (10-15 mins):

o establish conventions and protocols for obtaining feedback from a customer o ask them:

 which of your organisation’s products/services they use and when they last used them

 describe/rate:  how well the product/service met their needs  customer service they received  whether they would:

 use Bounce Fitness’s products/services again  recommend Bounce Fitness’s products/services to other people –

why/why not?  to confirm that they understand Bounce Fitness’s organisational processes,

procedures and requirements related to providing customer feedback

Your trainer will advise you when this role play will be undertaken. 8. Overcome problems and to adapt customer services, products and service delivery You now need to interact with two other BSBCUS501 Manage quality customer service students who have completed and submitted their work for Section A: Knowledge Activity.

These people will act as the Cairns Centre Manager and one of the Assistant Managers.

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This meeting will be used to discuss the outcomes of:

• Task 6 - monitoring the progress of your product/ service targets and standards

• Task 7 - obtaining customer feedback to improve the provision of products/services.

At this meeting you need to:

• Facilitate a discussion to make decisions about how to overcome the Cairn Centre’s customer service problems and to adapt customer services, products and service delivery at this centre

• Collaborates with these people taking into account their strengths and experience to achieve desired outcomes

• Clearly articulate customer service systems and standards using language suitable to the needs of the meeting participants

• Use listening and questioning techniques to obtain feedback from the meeting participants, and confirm the meeting participants’ understanding information you share with them

At the meeting (10-15 mins):

• establish the meeting conventions and protocols for asking team members for help to overcome these problems associated with not meeting its customer service standards

• explain to the team members that they will be helping: o overcome the problems associated with the poor customer service results, and o adapt your organisation’s customer services/product delivery

• ask the team member: o to brainstorm possible solutions for overcoming these problems and adapting Bounce

Fitness’s customer service/product delivery o why they feel these problems have arisen and how the Cairns Centre team can avoid

them happening again o whether they believe staff need any other support, resources or training o to clarify that they understand the importance of quality customer service o to confirm that they understand the organisational processes, procedures and

requirements related to overcoming problems related to poor customer service, services/products

Your trainer will advise you when this role play will be undertaken.

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The Checklist just use for helping you to check your answer. Please DO NOT answer in this document. Please go to the Moodle Assessment document folder to find: Answer_Paper_BSBCUS501.02 Learner Assessment MC v2 And enter your answers into answer paper document.

Summative Assessments: Sections A & B checklist This will used by the trainer to document the learner’s knowledge, skills and performance as relevant to the summative assessments: Sections A & B. The table indicates if the learner is deemed satisfactory (S) or not satisfactory (NS) for the activity or if reassessment is required.

Summative Assessment – Sections A & B Unit: BSBCUS501 Manage quality customer service

Student Name:

Student ID:

Trainer Name:

Checklist for unit The candidate must submit:

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Section A: Knowledge Activity – Questions 1-9

Section B: Skills Performance Activity 1. Prepared a Statement of market research needs

Student prepared BSBCUS501 Task 1 Customer Service Plan <Your name> document which outlines the following:

 A Customer Service mission/vision statement (10-50 words)  Details about all customer types, both internal and external (30-100

words)  The services and/or products Bounce Fitness offers (30-100 words)  Their policies and procedures regarding customer service  The quality customer service targets and standards Bounce Fitness aims

to achieve (100-200 words)  The techniques used to deal with customers, including customers with

specific needs (50-100 words)  The relevant legislation and regulations related to customer service (50-

100 words)  The Customer Service Standards Bounce Fitness uses to manage quality

customer service (50-200 words)  The public relations and/or marketing and promotional strategies Bounce

Fitness uses (100-200 words)  The communication methods Bounce Fitness uses to inform their staff

about quality customer service (100-200 words)

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 The complaint handling Bounce Fitness uses (100-200 words)

And took into consideration:

 the business’s overall vision and mission, and other business plans, and how the organisation currently views customer service

 how the organisation can achieve the quality, time and cost specifications of the customer service plan

 information about / from the organisation’s customers eg from feedback forms, surveys, industry statistics

 Made reference to other relevant Bounce Fitness documents

Their work met the guidelines in the Bounce Fitness Style Guide

2. Identifying customer needs meeting Student met for 10-15 mins with another BSBCUS501 Manage quality customer service student who has completed and submitted their work for Section A: Knowledge Activity and:

 established meeting conventions and protocols  explained:

o the aim of the meeting, and o how their Customer Service Plan will enable quality customer

service for your organisation  asked the person whether your Customer Service Plan:

o included all types of internal and external customers for your organisation

o met the requirements for each of these internal and external customers, including customers with specific needs

o met the quality, time and cost specifications needed to achieve quality customer service

o follows the organisation’s processes, procedures and requirements related to internal and external customer service, and whether any of these documents needed to be updated as a result of your Customer Service Plan

 closed the meeting appropriately

And:

 Facilitated a discussion to identify whether your Customer Service Plan will meet customer needs – internal and external customers, as well as customers with special needs

 Collaborated with the person taking into account their strengths and experience to achieve desired outcomes

 Clearly articulated customer service systems and standards using language suitable to the needs of the meeting participant

 Used listening and questioning techniques to obtain feedback from the meeting participant, and confirmed the meeting participant’s understanding information you share with them

Student presented BSBCUS501 Task 2 Customer Service Plan <Your name> which contained their updated Customer Service Plan to include the input they received from their colleague at the above meeting by using tracked changes or by

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highlighting the changed sections 3. Deliver a service to a customer

Student worked for 10-15 mins with another BSBCUS501 Manage quality customer service student who has completed and submitted their work for Section A: Knowledge Activity who acted as a potential new Bounce Fitness customer at the Cairns Centre interested in becoming a member. This potential customer had recently moved to Australia, and English is their alternative language. They also had children and worked different shifts, and:  established conventions and protocols for delivering a customer service  explained the benefits and features of being a Bounce Fitness Member,

ensuring they used language suitable to a person with English as an alternative language

 explained how the customer could use this service taking into consideration their personal commitments

 asked the customer: • if they had any questions or require any further information • to clarify that they understand how to use their membership • to confirm that they understand the organisational processes,

procedures and requirements related to using their membership • satisfied with the student’s customer service

4 Monitor your team’s performance Student presented their BSBCUS501 Task 4 Monitoring customer service <Your name> notes in preparation for their Leadership meeting covering the following based on the Cairns Customer Satisfaction Survey Results: 1. A summary of the customer feedback results 2. Key areas of good performance 3. Key areas of poor performance 4. Suggestions how:

• good performance will be rewarded • poor performance will be addressed Their work met the guidelines in the Bounce Fitness Style Guide

5 Help colleagues overcome difficulties in meeting customer service standards

Student meet with two other BSBCUS501 Manage quality customer service students who have completed and submitted their work for Section A: Knowledge Activity who acted as the Cairns Centre Manager and one of the Assistant Managers to discuss how they can help these people overcome the difficulties with customer service standards that they identified in Task 4 above.

The Assistant Manager assumes they are wearing a hearing aid in their left ear, so the student should position themselves accordingly, and: • established meeting conventions and protocols • explained why they are meeting with these people • shared what they found out from the customer feedback eg:

o A summary of the customer feedback results o Key areas of good performance o Key areas of poor performance o Suggestions how good performance can be rewarded and poor

performance will be addressed

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• asked the team members: o why they felt the situation of poor performance happened and how

they could avoid the situation happening again o whether they required any other support, resources or training other

than what you have already suggested o to clarify that they understood the importance of quality customer

service o to confirm that they understand the organisational processes,

procedures and requirements related to delivering quality customer service

And:

 Facilitated a discussion to identify how to improve customer service standards at the Cairns Centre

 Collaborated with these people taking into account their strengths and experience to achieve desired outcomes

 Clearly articulated customer service systems and standards using language suitable to the needs of the meeting participants

 Used listening and questioning techniques to obtain feedback from the meeting participants, and confirmed that the meeting participants’ understanding information you share with them

6 Develop and use strategies to monitor progress in achieving product and/or service targets and standards

Student presented BSBCUS501 Task 6 Monitoring targets and standards policy and procedures <your name> (150-300 words) which described the policies and procedures of how Bounce Fitness will monitor the progress of its customer service targets and standards eg hold monthly meetings, extract daily reports, review customer feedback forms/surveys etc

Their work met the guidelines in the Bounce Fitness Style Guide

Student presented evidence entitled BSBCUS501 Task 6 Monitoring targets and standards summary <your name> which demonstrated their use one of these monitoring strategies to determine whether Bounce Fitness was meeting its customer service targets and standards such as: • Minutes of a meeting discuss the targets and standards OR • Summary of customer service reports OR • Summary of customer feedback

Their work met the guidelines in the Bounce Fitness Style Guide

7 Develop and use strategies to obtain customer feedback to improve the provision of products and services

Student presented BSBCUS501 Task 7 Obtaining customer feedback policy and procedures <your name> which described the policies and procedures of how Bounce Fitness will obtain customer feedback to improve the provision of products/services eg hold customer focus groups, send out customer surveys etc. One of these strategies must be involve speaking with customers by either: • Holding a customer focus groups with a minimum of 2 people present • Meeting with a minimum of 2 people to discuss your organisation’s customer service

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Their work met the guidelines in the Bounce Fitness Style Guide

Student worked with two other BSBCUS501 Manage quality customer service students who have completed and submitted their work for Section A: Knowledge Activity. These people acted as Bounce Fitness – Cairns Centre customers Margaret Bell and John Roberts, and

 established conventions and protocols for obtaining feedback from a customer

 asked them:  which products/services they used and when they last used it  describe/rate:

 how well the product/service met their needs  customer service they received  whether they would:

 use Bounce Fitness’s products/services again  recommend Bounce Fitness’s products/services

to other people – why/why not? o to confirm that they understand Bounce Fitness’s organisational

processes, procedures and requirements related to providing customer feedback

And,

 Facilitated a discussion to obtain customer feedback which could be used to improve products and services at the Cairns Centre

 Clearly articulated customer service systems and standards using language suitable to the needs of the meeting participant

 Used listening and questioning techniques to obtain feedback from the meeting participants, and confirmed the meeting participants’ understanding information you share with them

8. Overcome problems and to adapt customer services, products and service delivery

Student with two other BSBCUS501 Manage quality customer service students who had completed and submitted their work for Section A: Knowledge Activity and acted as the Cairns Centre Manager and one of the Assistant Managers, and

 established the meeting conventions and protocols for asking team members for help to overcome these problems associated with not meeting its customer service standards

 explained to the team members that they will be helping: o overcome the problems associated with the poor customer service

results, and o adapt your organisation’s customer services/product delivery

• asked the team member: o to brainstorm possible solutions for overcoming these problems and

adapting Bounce Fitness’s customer service/product delivery o why they felt these problems have arisen and how the Cairns Centre

team can avoid them happening again o whether they believe staff needed any other support, resources or

training

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o to clarify that they understand the importance of quality customer service

o to confirm that they understood the organisational processes, procedures and requirements related to overcoming problems related to poor customer service, services/products

And:

 Facilitated a discussion to make decisions about how to overcome the Cairn Centre’s customer service problems and to adapt customer services, products and service delivery at this centre

 Collaborated with these people taking into account their strengths and experience to achieve desired outcomes

 Clearly articulated customer service systems and standards using language suitable to the needs of the meeting participants

 Used listening and questioning techniques to obtain feedback from the meeting participants, and confirmed the meeting participants’ understanding information you share with them

Other evidence to support the Summative Assessments that was submitted by the candidate:

Feedback:

Result:  Satisfactory  Not satisfactory  More work required

Assessor signature: Date: