Module Code: BSBOPS505

Module Subject: Manage Organisational Customer Service

Assessment Task 1

Question 1

1. 1. Explain the legislative and regulatory context of an organisation in relation to creating a false or misleading impression. Write your answer in 100-150 words.
   2. As defined by Australian Competition and Consumer commission, what products and services must be guaranteed by the business? Write your answer in 50-100 words.

Question 2

1. 1. Explain the purpose of developing a customer complaints handling policy. Write your answer in 50-100 words.
   2. What should be included in a complaints handling policy? Write your answer in 50-100 words.
   3. Write in your own words, the key steps that you would include in Complaints handling procedure. Write your answer in 150-200 words.

Question 3

1. 1. Identify and document any four (4) Customer Service Standards and Best Practice Models related to “Quality management” issued by International Standards Organisation (ISO).
   2. How can you ensure that the team members are meeting the customer service standards? Write your answer in 50-100 words.

Question 4

Explain public relation and product promotion in your own words. Write your answer in 100-150 words.

Question 5

1. 1. Explain five (5) strategies to handle a customer complaint in a smooth and professional manner. Write your answer in 100-150 words.
   2. Prepare a list of at least seven (7) techniques that you can use to communicate with Customers with Disability.

 Question 6

1. 1. Explain the process of identifying customer needs? Write your answer in 200-250 words.
   2. Explain, how can you use the following techniques to identify customer needs:
      1. Market Research
      2. Customer Relationship Management

Write your answer in 100-150 words.

Question 7

Explain the elements of a customer service plan. Write your answer in 200-250 words.

Question 8

Why must an organisation deliver products and services as per the customer specifications given in the organisation’s business plan? Answer in 50-70 words.

Question 9

How can performance standards be used to monitor team performance to ensure that they are consistently meeting the organisation’s quality and delivery standards? Answer in 100-150 words.

Question 10

Explain three (3) techniques that a manager can use to help colleagues overcome difficulties in meeting customer service standards. Write your answer in 50-100 words.

 Question 11

1. 1. Explain the purpose of Customer Relationship Management tools. Write your answer in 50-100 words.
   2. What must a manager consider before developing and using strategies to monitor progress in achieving product and/or service targets and standards? List any five (5) items.

Question 12

How can you use the following methods/strategies to obtain customer feedback:

1. 1. Online Surveys
   2. Customer Incentives
   3. Social Media

Write your answer in 200-250 words.

Question 13

1. 1. Explain the purpose of Resource management plan. Write your answer in 100-150 words.
   2. Prepare a list of three (3) traditional approaches to securing resources.

Question 14

What techniques can be used to identify customer service problems and their causes? Write your answer in 200-250 words.

Question 15

Explain the following decision-making tools, that used to resolve customer service identified problems:

1. 1. Payoff Matrix
   2. Decision tree

Write 50-100 words for each.

Question 16

1. 1. Why is it important to keep complaints records? How should they be stored? Write your answer in 50-100 words.
   2. Explain the purpose of following customer service reports:
      1. Number of requests received per day
      2. Average handle time
      3. Number of requests closed per user

Write your answer in 150-200 words.

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