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BSBCUS501: Manage Quality Customer Service – Management Assignment Help to provide you with an opportunity to investigate, identify, assess, and include the needs of customers in planning processes

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BSBCUS501: Manage Quality Customer Service – Management Assignment Help

to provide you with an opportunity to investigate, identify, assess, and include the needs of customers in planning processes.

List 5 appropriate research methods for investigating customer needs.

Provide an overview of the RATER model of assessment.

Provide an overview of SWOT analysis.

Task 2:

To provide you with an opportunity to ensure plans achieve the quality, time and cost specifications agreed with customers

A customer paid $300 dollars for a pair of bedside cabinets. When she received them, they were not the colour she expected them to be and one had a dent in the side. After phoning the store she bought them from, she was told that if she wanted the colour that was on display in thestore it would be an extra $20 dollars and she would need to pay shipping and handling fees to return the cabinets she had received back to the manufacturer. Furthermore, the damage could not be rectified because ‘it must have been the courier’s fault’. Do you think this situation demonstrates quality of product and service? Justify your answer.

Visit the Australian Competition and Consumer Commission website. Write an overview of no more than 200 wordsregarding the stipulations for two-price comparison advertising.

Task 3:

To provide you with an opportunity to deliver products and services to customer specifications within organisation’s business plan

What 4 steps should be undertaken in order to create a successful product and service delivery?

Provide an overview of the SMART method for setting goals and targets for product and service delivery.

Task 4:

To provide you with an opportunity to monitor team performance to consistently meet the organisation’s quality and delivery standards

Within your workplace or organisation, spend 20 minutes observing a staff member in a customer service setting. Make notes about what you witness, identifying employee strengths and areas which you feel could be benefited from additional support/learning.

Create a self-assessment form that employees could complete in order to evaluate their own customer service performance.

Task 5:

To provide you with an opportunity to help colleagues overcome difficulties in meeting customer service standards

In no more than 250 words summarise how problem-solving can be used to help overcome difficulties in reaching expected customer service standards. Make sure you include an overview of the problem-solving process.

A colleague is struggling to meet the organisational requirement of handling a customer call in no more than 10 minutes without feeling like she is rushing the conversation. How may you be able to help her meet the organisational standards whilst still providing excellent customer service?

Task 6:

To provide you with an opportunity to develop and use strategies to monitor progress in achieving product and/or service targets and standards

Create a list of at least 4 methods that can be used for monitoring progress in achieving product and/or service standards.

Provide an overview of no more than 200 words on customer relationship management.

Explain a time from previous working experience or within your current role where you have monitored feedback and used it to influence change in order to meet product and/or service standards.

Task 7:

To provide you with an opportunity to develop and use strategies to obtain customer feedback to improve the provision of products and services

List 4 ways that customer feedback may be gathered.

In which ways may organisations receive customer complaints? List 3 ways.

List 5 strategies that can be used to deal with customer complaints.

List 4 things that you should pay particular attention to when analysing feedback.

Task 8:

To provide you with an opportunity to develop, procure and use resources effectively to provide quality products and services to customers

Explain an instance where you have effectively used human resources to provide quality services and products to customers.

Create a list of at least 10 physical resources that are used within your organisation or place of work that contribute to providing quality customer service.

Explain an instance where you have used time effectively to provide high-quality products and services to customers.

Task 9:

To provide you with an opportunity to make decisions to overcome problems and to adapt customer services, products and service delivery in consultation with appropriate individuals and groups

Outline an effective decision-making process.

List 3 appropriate individuals or groups that you may involve in the decision-making process.

Task 10:

To provide you with an opportunity to manage records, reports and recommendations within the organisation’s systems and processes

List 3 typical pieces of information that you may need to include in a service delivery report.

What do the Australian Privacy Principles which are found under schedule 1 of The Australian Privacy Act 1988 cover?

Summarise your organisation’s policies and procedure for the management and storage of records and reports.