Manage Quality Customer Service

Assessment

Unit: Manage Quality Customer Service

Unit of competency code: SITXCCS003A

Student name: _______________________

Instructions:

There are a total of five (5) tasks to complete, requiring extended response answers.

Where applicable, write your answers in the space provided. However, if you require additional space to write answers, make a note to the teacher on the page indicating there is more information to follow.

Securely attach your answers on separate sheets that clearly identify the question to which you are responding and number the pages in sequence. At the end of each answer, allow adequate space (at least 6-8 lines), for the teacher’s comments and feedback.

This is a graded unit. Your result is based on the evidence you provide to meet the criteria for competence as specified in the unit of competency and grading criteria.

You will be assessed on how well you interpret each task request and how you structure each according to layout, sequencing and by providing all relevant and applicable details for each task.

Information on how to submit your assignment is located on the OTEN website under OLS log-in.

Task 1: General review questions

(30 marks)

Scenario

You are the general manager of a large retail travel company located on the street front, in a city CBD. Your company provides international and domestic travel services to both corporate business customers and leisure (holiday) customers. Sources of customer contacts are via telephone, email, company internet website, and walk-in face-to-face customers. Your large team of staff consists of a receptionist, leisure travel consultants, corporate travel consultants, corporate supervisors, a sales team, accounts staff and senior managers. Consider the expectations of service levels that all customers of this business might have.

1. Describe briefly what the effects might be on all concerned if we fail to monitor the customer service standards that we are providing to both our internal and external customers. (4 marks).

2. How do you recognise and reward staff for good customer service? Provide four (4) examples of how we may be able to reward the staff of this agency for good customer service practices. (4 marks).

3. In regards to customer service levels describe how you think the expectations of the corporate business travellers differ to the leisure travellers. (4 marks).

4. KPI’s are used to measure the success of activities associated with the performance of the organisation. In terms of setting KPI’s for customer service goals, list one (1) example of a KPI that could be set for the customer service teams that deal with:

a) the leisure customer base

b) the corporate customer base.

(4 marks)

5. In the table below there are four (4) examples of customer bases or customer contacts. What research methods can we use to initiate customer feedback from these customers? Provide three (3) examples of methods suitable for each customer base. (8 marks).

Customers	Research methods
Walk-in leisure customers	1. 2. 3.
Corporate customers	1. 2. 3.
Online customers	1. 2. 3.
Suppliers	1. 2. 3.

6. Listed in the table below are some of the service issues that your company’s recent client feedback surveys and customer focus groups have identified. For each issue suggest two (2) appropriate skills that staff could be coached or trained in to help resolve and overcome these issues. (6 marks).

Customer service issue	Provide coaching and training in:
The staff often don't return calls or provide quotes in the time expected of them.	1. 2.
The consultant did not offer enough product and service alternatives.	1. 2.
Consultants don’t understand my business travel needs.	1. 2.
Staff member was unprofessional and unfriendly.	1. 2.
Prices quoted were not competitive.	1. 2.

Consultant failed to offer me extra services.

1. 2.

Task 2: Create a customer service plan

(30 marks)

Scenario

An events company, Events Unlimited, has identified key service gaps in the delivery of service to their customers and has acknowledged that there is a need to develop and formalise a Customer Service Plan for staff and management to follow.

You are the newly appointed customer service manager and it is your job to create this plan.

You will need to develop a plan for management and staff to follow, which provides information regarding the company's goals and other key elements. Included should be tactics for developing culture, and strategies for measuring and monitoring customer service. Refer to the online resource for important key elements and customer service standards required to assist in forming your plan.

Your document should therefore include the six (6) elements as per the list in the table below.

Company name: Events Unlimited Customer Service Plan
1. Introduction, goals and actions - include title and contents pages
2. Mission Statement
3. Customer Charter
4. Customer service standards
5. Tactics for building culture including possible training needs/actions
6. Strategies or tools for measuring and monitoring service

To assist with completing this task, research an events company to gauge what services they provide and then consider what customers might expect from such a company. You may use the following website as part of your research:

Travel Industry Careers Association http://www.travelindustrycareers.org/

Task 3: Obtaining customer feedback and conducting research (10 marks)

From the research methods you have learned, select any two (2) of the following and discuss the advantages and disadvantages of each in relation to gathering customer service information.

· Direct observation

· Focus group

· Internet survey

· Telephone interview

Task 4: Outline customer service training benefits for management (20 marks)

As part of the organisation’s customer service plan, you have been asked to prepare a brief for management outlining the benefits of a training module.

Points to include are:

· purpose i.e. reason for the training module

· benefits to the company/staff

· timings/schedule i.e. how long will it take to conduct the training?

· participants the module is aimed at e.g. service personnel, travel consultants, teams, etc.

· content (examples of skills and tasks to be covered/learned)

· coaching or training methods to be used, how will the staff be trained? For example, will there be external training or in-house training or on-the-job coaching, etc?

You may use the following table format for your response.

To: Management Re: Benefits of a customer service training module
Purpose
Benefits
Timings/Schedule
Participants
Modules/Content
Method

Task 5: Legislation (10 marks)

To become further aware of possible problems in delivering quality customer service, research the ACCC website and find out about new laws from January 2011 covering how businesses must 'conduct' themselves when dealing with consumers.

1. What are these new laws called? (1 mark).

2. In particular, list what sections of these new laws on conduct, that tourism businesses would need to take into consideration and adhere to in the provision of quality customer service? (4 marks).

3. Describe what steps a business needs to take in order to ensure these laws are followed? (2 marks).

4. What recourse does a consumer have if they consider that your business has breached these laws? (1 mark).

5. What are the considerably heavy penalties for breaking these laws? (2 marks).

END OF ASSIGNMENT