Assessment

Task 1
Implement customer
service strategies
BSBOPS404

Student Declaration

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 To be filled out and submitted with assessment responses
◻ I declare that this task and any attached document related to the task is all my own work and I have not
cheated or plagiarised the work or colluded with any other student(s)
◻ I understand that if I If I am found to have plagiarised, cheated or colluded, action will be taken against me
according to the process explained to me
◻ I have correctly referenced all resources and reference texts throughout these assessment tasks.
◻ I have read and understood the assessment requirements for this unit
◻ I understand the rights to re-assessment
◻ I understand the right to appeal the decisions made in the assessment

Unit Title
Unit Code
Manuel Felipe Rodriguez Pelaez
Student name

Student ID 70443
number
Student MFRP Date
signature
1 27/05/23
Task Number

------OFFICE USE ONLY-----

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 For Trainer and Assessor to complete:

◻ Student requested reasonable adjustment for the assessment

Question Marking Sheet - Assessor to complete.

Did the student satisfactorily address each question as

instructed:
Completed satisfactorily
S NYS DNS Comments
Question 1
Question 2
Question 3
Question 4
Question 5
Question 6
Question 7
Task Outcome: Satisfactory ☐ Not Yet Satisfactory ☐

Student Name:

Assessor Name:

Assessor Signature:

Date:

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 Table of Content

Student Declaration....................................................................................................................................1
Task 1 – Knowledge Questionnaire...........................................................................................................5
Answer all the questions below:.............................................................................................................7
Question 1......................................................................................................................................................7
Question 2......................................................................................................................................................7
Question 3......................................................................................................................................................8
Question 4......................................................................................................................................................8
Question 5......................................................................................................................................................9
Question 6......................................................................................................................................................9
Question 7....................................................................................................................................................10
References....................................................................................................................................................10

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 Task 1 – Knowledge Questionnaire

Task summary and instructions

What is this This assessment is a written questionnaire with a mix of objective and
assessment task subjective questions.
about?
The questionnaire is designed to meet the knowledge required to
meet the unit requirements safely and effectively.

The questions focus on the knowledge evidence required for this unit
of competency:

 outline the principles of customer service

 explain sources of information and techniques for identifying
customer needs and reviewing customer satisfaction
 explain the organisational business structure, products and
services related to customer service
 describe product and service standards and best practice models.

What do I need to do  submit your answers to the questions within the set timeframe,
to complete this task  answer all questions as instructed,
satisfactorily?  answer all questions using your own words and reference any
sources appropriately,
 all questions must be answered satisfactorily.

It is advisable to:

 review the questions carefully,

 answer the questions using online research and the learning
material provided for the unit and by reviewing real or simulated
relevant business documentation (such as policies and
procedures),
 further research the topics addressed in each question.

Specifications You must submit to GOALS the

 assessment coversheet,
 answers to all questions,
 references.

Resources and • computer with Internet access,

equipment • access to Microsoft Office suites or similar software,
• learning material

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 Task summary and instructions

What will the Your assessor will be looking for demonstrated evidence of your
assessor be looking ability to answer the questions satisfactorily in relation to:
for?  Key provisions of relevant legislation from all levels of
government that may affect aspects of business operations,
such as:
o Anti-discrimination legislation
o Ethical principles
o Codes of practice
o Privacy laws
o Environmental issues
o Work health and safety (WHS)
 Principles of customer service
 Organisational business structure, products and services
 Product and service standards and best practice models
Re-submission You will be provided feedback on your performance by the Assessor.
opportunities The feedback will indicate if you have satisfactorily addressed the
requirements of each part of this task. If any parts of the task are not
satisfactorily completed, the assessor will explain why, and provide
you with written feedback along with guidance on what you must
undertake to demonstrate satisfactory performance. Re-assessment
attempt(s) will be arranged at a later time and date. You have the
right to appeal the outcome of assessment decisions if you feel that
you have been dealt with unfairly or have other appropriate grounds
for an appeal. You are encouraged to consult with the assessor prior
to attempting this task if you do not understand any part of this task
or if you have any learning issues or needs that may hinder you when
attempting any part of the task.

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 Answer all the questions below:

Review the customer service questions below. Provide written responses to the questions.

Use examples from your own place of work to illustrate your understanding of customer service
concepts. Where it is not possible to identify examples from your own place of work, you need to
conduct research to identify other examples.

Question 1

List 4 customer service principles. For each principle, give a workplace example of how
the principle is applied.

Customer service principle Example (15-30 words)

To tap into local communities, I actively participate in suburb-
1. Research and diagnose specific Facebook groups where residents share posts. These
customer needs vibrant platforms offer opportunities to connect with potential
customers seeking recommendations, including food choices,
enabling me to cater to their needs effectively.
A clever strategy I employ is requesting customers, upon
2. Actively seek feedback receiving their orders, to leave positive comments on my
Instagram or Facebook pictures. This allows others to witness
the excellence of my food firsthand and boosts my reputation.
A cornerstone of my customer service approach is responding
3. Coordinate your approach politely to every message I receive, going the extra mile by
to customer service providing free delivery service to create a positive and lasting
impression.

By valuing the opinions of friends and customers, I

4. Implement continuous continuously improve my recipes, packaging, and social media
improvement presence. Their valuable feedback aids in refining my offerings
and enhancing customer engagement.

Question 2

Identify and explain three sources of information techniques for identifying customer
needs and reviewing customer satisfaction.

Source of Explanation (30-50 words)

information/technique
Establishing direct conversations with customers is a powerful
1. Customer interviews means of gathering their insights and understanding their
unique reasons for choosing my product over competitors. This
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 Source of Explanation (30-50 words)
information/technique
personalized approach enables me to cater to their preferences
more effectively.
The direct path to collecting valuable customer opinions lies in
engaging them through conversations, uncovering the precise
2. Focus groups
motivations behind their product preference. By truly
understanding their needs, I can tailor my offerings
accordingly.

Surveys serve as invaluable tools for businesses, offering a

3. Surveys
comprehensive understanding of their market position in terms
of meeting customer needs. These insights enable companies
to make informed decisions and enhance customer satisfaction.

Question 3

Explain 2 ways that organisational structure could affect the delivery of customer
service?

Explanation (30-50 words)

1.
Seamless communication between employers and superiors is a vital component of delivering
high-quality customer service. By ensuring everyone is well-informed and can collaborate on
problem-solving, a culture of excellence is fostered.

2. Optimal organizational structure entails distinct departments, each dedicated to specific

responsibilities and products. This division of labours enhances efficiency and allows teams to
focus on their respective areas of expertise.

Question 4

Answer the following questions:

Questions Explanation (30-50 words)

a) What is a customer Customer service standards encompass the interactions
service standard and how between a business and its customers, encompassing response
do they relate to the time, empathy, issue resolution, and efficiency. Upholding
products and services these standards fosters exceptional experiences and cultivates
provided by an strong customer relationships.

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 Questions Explanation (30-50 words)
organisation?

b) Why are customer service Recognizing the importance of treating each customer as a
standards important? unique individual rather than a mere number, customer service
standards humanize the interaction process. This personalized
approach fosters trust, loyalty, and customer satisfaction.

Question 5

Identify and explain four common features of customer service best practice models.

Feature Explanation (30-50 words)

1. Empowering customers to share their experiences through
Ask Your Customers surveys or ratings and encouraging open-ended feedback is
highly beneficial. This practice allows for valuable insights,
helping identify areas of improvement and deliver enhanced
customer satisfaction.

2. Reviews play a dual role by shedding light on organizational

Encourage reviews strengths and pinpointing areas that require attention.
Addressing complaints or negative feedback not only resolves
immediate concerns but also demonstrates a commitment to
continuous improvement.
3. Your team members serve as invaluable assets, acting as a
Ask your employees direct link to customers. Encouraging their feedback enables
the identification of customer sentiments and emerging
patterns, facilitating proactive problem-solving and innovation.
4. Measuring brand loyalty can be gauged through repeat
Measure loyalty business rates. A high rate indicates a satisfactory customer
experience, while a lack of repeat purchases may signal
underlying customer service issues that need to be addressed.

Question 6

List 3 customer communication techniques. For each technique, give a workplace

example of how it is applied.

Customer communication techniques Example (15-30 words)

Promotions delivered via email are a common practice
1.Email among prominent companies. For example, the Shain
website frequently offers email subscribers discounts,
making email communication an effective means of
engaging customers.

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RTO Provider: 91153 - CRICOS Code: 02672K
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 Customer communication techniques Example (15-30 words)
Leveraging social media platforms not only allows
2. Social media businesses to showcase new offerings but also
provides a direct channel for interacting with
customers through messaging features. This real-time
communication enhances customer engagement and
satisfaction.
I would extensively utilize social media to promptly
3. Text/chat address customer inquiries, process orders, and
communicate delivery updates, ensuring a seamless
and efficient customer experience.

Question 7

List 4 sources of verifiable insights as evidence on customer satisfaction and briefly

describe each of them.

Sources of verifiable insights Description (20-30 words)

By incorporating self-service options on your website, such as
1. Websites Frequently Asked Questions (FAQs), customers can
independently find answers to their queries or seek assistance
from other users, enhancing their overall experience.

2. E-mail Leveraging email as a customer service tool allows for swift

response and assistance. By promptly addressing specific needs
or requests through email correspondence, businesses can
provide timely support and ensure customer satisfaction.
Streamlining communication channels across various platforms
3. Communications ensures a cohesive customer service experience. Unifying
information from different sources, such as voicemails and
emails, helps track customer interactions and deliver consistent
and efficient service.

Harnessing the power of customer data provides valuable

4. Insight-driven marketing insights into business operations, enabling more targeted
marketing efforts. By analyzing customer information,
businesses can tailor their strategies to effectively meet
customer needs and preferences, driving growth and success.

References

Please include your references below:

Lerner’s guide
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BSBOPS404 Implement customer service strategies V3 2021 Page 11
RTO Provider: 91153 - CRICOS Code: 02672K
greenwichcollege.edu.au