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BSBCUS501 Manage quality customer service-3

Assessment 1: Research Case Study Report
Assessment One - Written Questions
Assessment Two - Case Study
Assessment Three – Practical Assessment

BSBCUS501 Mandatory reading chapters from the textbook

Management Strategies and Skills 2nd Edition by Judith Dwyer and Nicole Hopwood, McGraw Hill Education 2013

Chapter 6 – Ensure Team Effectiveness: Section 6.2 – Plan to achieve team outcomes

Chapter 12 – Manage and Implement Operational Plans: Section 12.3 – Acquire human resources
Chapter 12 – Manage and Implement Operational Plans: Section 12.4 – Acquire physical resources
Chapter 14 – Manage and Monitor Customer Service
Chapter 22 – Manage Quality and Continuous Improvement: Section 22.3 – Tools for continuous improvement
Chapter 23 – Strategic Management: Section 23.3 – Strategy and objectives

Answer

Q1. Identify three (3) aspects which a manager should consider when planning customer service processes. Your response must be approximately 150 words in length.

Set Priorities
Determine the values and outcomes   you want your company to achieve, and state them clearly. Construct a vision   statement by articulating the central ideas and values that keep your   business on track, such as stellar customer service or a commitment to   protecting the environment. Work with your management team to clarify this   vision, and make sure there is consensus around adopting it as a guiding   principle for your company.


Set Goals
Use the vision you have designed   to create measurable goals. For example, if you value customer service, you   may work toward the goal of responding to every piece of customer feedback;   if you are committed to environmental values, you may set the goal of having   a carbon-neutral workplace in three years. Be as clear and specific as   possible when creating your goals, using numbers to measure progress and   success, and charting timelines for achieving your objectives


Evaluate and Review
Create formal protocols for   assessing your progress. Bring as many voices as possible into this   evaluation process, and encourage honesty and objectivity. Assess how well   you are progressing toward your goals, but also be open to reassessing the   goals themselves, as long as you do so in ways that are still consistent with   your long-term vision. Technologies and circumstances may change, making your   goals less achievable or relevant.


Q2. As a team leader, identify five (5) strategies which could be used to effectively meet customer service requirements. Explain how you would implement and monitor each strategy in the workplace.  

StrategyHow the strategy could be implementedHow would you monitor results
Creating  a service vision Employees need to understand what   the vision and organizational goals are for customer service and understand their   responsibility to help achieve that vision.The first step in creating a   customer service strategy is communicating the customer service vision to employees
Assessing customer needs Organizations often fail, and   waste valuable resources, creating products and services that they thought the customer wanted,   only to find out it was not what the customer wanted at allThe trick is to find out what it   is the customer wants and put together plans to meet those needs
Hire   the Right Employees


Hiring with the customer in mind   is another step in an overall strategy for strong customer serviceScreening employees and ensuring   that they possess the disposition and skill set to help support a   strong customer service environment is   important
Set   Goals for Customer Service 


Once customer needs and   expectations are identified and customer satisfaction is measured, it is time   to create goals for achieving customer satisfactionEmployees need to understand what   the target is so they can help the organization reach their corporate   objectives
 Train on Service   Skills


If you hire right, your employees   will have a natural ability to serve your customers well.  However,   everyone can benefit from practical teaching on the organization’s approach   to customer serviceThe training should   explain how the organization would like the employee to behave in every   situation and should help employees understand how to respond to   their customers


Q3. Describe an approach that could be used to deal with a complaining customer. You response must be approximately 150 words.  

Listen carefully to what the customer has   to say, and let them finish
Do not get defensive. The customer is not attacking   you personally; he or she has a problem and is upset. Repeat back what you   are hearing to show that you have listened
Ask questions in a caring and concerned   manner
The more information you can get from the customer,   the better you will understand his or her perspective. I’ve learned it’s   easier to ask questions than to jump to conclusions
Put yourself in their shoes
The goal of the business owner is to solve the   problem, not argue. The customer needs to feel like you’re on his or her side   and that you empathize with the situation.
Apologize without blaming
When a customer senses that you are sincerely sorry,   it usually diffuses the situation. Don't blame another person or department.   Just say, "I'm sorry about that.”


Q4. Select three (3) recognised customer service strategies listed below: 


Explain how you would use each selected strategy to monitor the progress in achieving product/service targets and standards. Your response must be 100 words per strategy.

StrategyMonitoring   progress
Training   and development activities 


The materials include exercises,   session notes and agendas for conducting training sessions ranging from one   and a half hours to two days. Reference materials that the facilitator will   need are mentioned but not part of this package, as they are available   elsewhere both in the printed form and online
Policies   and Procedures


 The monitoring progress will help to develop   the following assessment for identifying the variable for monitoring   procedures for training
Lifetime   Customer Service Value


Connecting customers cross-device   has always been a challenge but with a re-focus on CLV as a metric, the issue   is amplified. A commerce marketing strategy acknowledges the changes across   shopper behaviour and helps organisations adapt to the realities of the new   physical-digital world. By focusing on the holistic shopper experience, teams   can connect the online and offline experience in new ways, build lasting   relationships with shoppers, and measure success every step of the way


Q5. Suggest three (3) methods of gathering VOC feedback and explain how each method can be used to improve the provision of products and services. Your response must be 100 words per strategy. 

Surveys 
Surveys are very good at quickly   collecting information and can effectively sample a large population when   they are executed well and used appropriately.  They are also one of the   most misused and abused tools.  If surveys are not carefully planned   they can provide poor and misleading information, be very difficult to   analyse, and become a source of irritation for your customers. It can be used   to quickly collect data from a large number of people. A variety of available   software packages allow for the easy development and distribution of surveys,   and make the tabulation of results very easy.
Interviews 
  • An interview is a way to collect focused        information from customers individually or in very small groups (2-3        people maximum).  The idea is to have the customer sit down with an        interviewer who is prepared with a list of questions to be answered.        Using open ended questions can elicit a great deal of information and        detail from interviewees. Interviewers        can actively use probing questions to encourage interviewees to provide        more detail.
  • During the interview,        dialogue can take many paths and uncover valuable information about        issues not initially known or considered by the interviewer


Social media 
With easy access to the internet   and an explosion of social media sites, customers are able to tell hundreds   (or sometimes thousands) of people about their experiences.  Granted a   web search is not the most scientific way to collect information and they can   be somewhat time consuming; but looking at posts on popular social media   sites or searching review web sites will help you to gain a general   understanding of what customers are saying about the service you   provide.  Finding  a mix of comments about both good and poor   service, which can guide you to opportunities to maximize some service   experiences and make improvements to others.



Q6. List two (2) physical resources and two (2) human resources which can be used to effectively provide quality products and services to customers and explain how you would utilise each resource.

ResourceHow will you utilise the resource?


Physical   Resource
MaterialsMaterials that are   resources are raw goods that will be used in the production of other   products. For a kitchen supply factory, an example of a material is metal;   something to shape and mould into forks, knives, and spoons. The cutlery is   then a product that is sold in retail stores
Buildings and Facilities


 The physical building at the work is a part   of the physical resources of a company. Whether the space is owned or rented   which is used for the purpose for operating the business. Hence, by having   the space available in completing the work where the some occasions when the building   and facilities are the revenue generators of the business.


Human   Resource
Quality Training


Quality training refers to   familiarizing employees with the means of preventing, detecting, and   eliminating non quality items, usually in an organization that produces a   product
Soft Skills Training


Soft skills refer to   personality traits, social graces, communication, and personal habits that   are used to characterize relationships with other people


Q7. Complete the table by listing three (3) common customer complaints and how to address each complaint from a management perspective. 

Customer complaintStrategy to address complaint
I had to wait 10 minutes for a   latte


For example, if a customer is told   “your latte will be out in 5 minutes”, make sure the latte is on the bar in 5   minutes, or less. If it takes less time, customers will be happy to get on   with their day sooner than later. By communicating realistic expectations,   customers will respect your honesty and be less disappointed by the wait
Our waiter had the worst   attitude.”


Lead by example by showing   everyone how important the success of your business is to you. Don’t let your   employees hear you say bad things about your customers, or they will   assume it’s okay to treat customers poorly
The manager didn’t even offer an   apology


According to social scientists, the best apologies contain the “three R’s”: state your   Regret, accept Responsibility, and attempt to Remedy. A sincere   apology can turn a critic into an advocate: it shows them how much you care   and appreciate their business


Q8. Managers are often required to compare changes in customer satisfaction levels. What type of recording and reporting procedures can be used to assist a manager with this task? Your response must be approximately 100 words in length.

A cash book or financial accounting program -   that records cash receipts and cash payments
Bank accounts -   cheque books, deposit books and bank statements
employment   records
hours of   work, overtime, remuneration or other benefits, leave, superannuation benefits, termination of employment, type of employment,   personal details of workers, employee personal contact and employment details
occupational   training records 
For both   you and employees to comply with work, health and safety   laws including   evacuation and emergency training attendance
sales   records
invoice   books, receipt books, cash register tapes, credit card documentation, credit   notes for goods returned and a record of goods used by the business owner   personally







Q9. According to CoffeeVille’s Customer Service Policy, how is a customer complaint addressed at this company? Refer to the CoffeeVille Policies and Procedure document. 

Nobody enjoys being the recipient of customer complaints, but   complaints are to be expected as part of being in the hospitality business.   Complaints can give us insights as to how to make our cafe better. Demanding   customers force us to be our best and resolving complaints satisfactorily can   even increase customer loyalty IF they are handled properly. 
When faced with a customer complaint
When faced with a customer complaint: 
● Listen to the full complaint without interrupting   or getting defensive. 
● If the complaint is product related, remove the   offending item immediately. 
● Apologies for the problem and tell the customer   you will take care of the problem, and get a manager. 
● Always inform a manager of the incident 



Q10. Research and list three (3) ways a manager could promote products and services to the public. 


PRINT AND GRAPHIC ARTS MEDIA
Depending on the type of message you want to communicate to your   customers, print media offers different options, including: brochures,   business cards, newspaper ads and magazines.
  • Brochures, posters and        packaging are a cost effective        way to provide a variety of messages and detailed information about your        products and services.


ELECTRONIC MEDIA
Networking and community   involvement can also support the promotion of your business. You can make new   contacts and reach out to potential customers by participating in trade   shows, conferences, community activities and other networking events.   Speaking to people about your business can be one of the most effective ways   of promoting your product or service.
ADDITIONAL PROMOTIONAL IDEAS
Promotional   gifts, like   pens, key rings and calendars, can be given to individuals and groups that   you know personally to help create a positive opinion of your company and   improve its reputation.
Networking   and community involvement can   also support the promotion of your business. You can make new contacts and   reach out to potential customers by participating in trade shows,   conferences, community activities and other networking events. Speaking to   people about your business can be one of the most effective ways of promoting   your product or service.





Q11. Research and identify how a manager could use public relations to promote company products. Your response must be approximately 80 words in length.

Public relations (PR) are the process of generating   positive media coverage for a company. PR results in increased good will felt   toward a company from its target audience of consumers. Using PR as a tactic   to promote products or services requires creating a list of media contacts   and pitching them story ideas. Not every journalist a PR person reaches out   to will be able to cover the story even if it is a good one. Most journalists   receive hundreds of pitches a day. Because of this, a PR person should have a   large media list.


Q12. Complete the table by listing five (5) customer service standards and a key performance indicator each standard.

Customer service standardKey performance indicator
Customer   Satisfaction Score
                          
Measuring customer satisfaction is   hard. You are asking your customers to express an emotion, and emotions are   harder to grasp than objective facts, such as the sales department's   financial KPIs.
Net Promoter Score


The NPS measures how likely your   customers are to refer you to someone else. Its advantage over the CSAT is that   it aims at an intention, not an emotion. As a result, the reply is less   influenced by the mood of the moment
First Response time


Sales force study found that a   third of the respondents felt positive about companies that offered a quick   first response
Customer Retention Rate


Customer retention refers to a   business’ ability to keep a paying customer over a set period. Acquiring new   customers is expensive, costing a business 5 to 25 times more than it takes to   retain one
SERVQUAL


According to decision-making   theory, it is easier to make judgements based on an anchor (here: your   expectations). This allows us to better understand and respond to abstract   information (your satisfaction with a service)


Q13. Based on the customer service standards that you listed in Question 12, identify the skills required to meet each standard.

  1.   Reliability
  2.   
·Empathy
·Responsiveness
·


Q14.Select three (3) items from the list and explain how a company can comply with each standard/code when considering customer service. Remember to provide the website link/s as evidence of your research. 

Suggested website link - www.business.gov.au 

For the purposes of the ACL, a   person is a ‘consumer’ if they acquire goods or services that are priced at   less than $40,000. A person is also a ‘consumer’ if they acquire good or   services that are priced at more than $40,000 but they are ‘of a kind   ordinarily acquired for personal, domestic or household use or consumption’.   For example, a person who acquires a vehicle for use in the transport of   goods on public roads, irrespective of price, is also considered to be a   consumer for the purposes of the ACL
The Consumer Protection Act, 1986 and several other   laws like the Weights, Standards & Measures Act can be formulated to make   sure that there is fair competition in the market and free flow of correct   information from goods and services providers to the ones who consume them.   In fact, the degree of consumer protection in any country is regarded as the   right indicator of the progress of the country. There is high level of   phistication gained by the goods and services providers in their marketing   and selling practices and different types of promotional tasks viz.   advertising resulted in an increasing requirement for more consumer arenas   and protection. The government of India has realized the condition of Indian   consumers therefore the Ministry of Consumer Affairs, Food and Public   Distribution has incorporated the Department of Consumer Affairs as the nodal   organization to protect the consumer rights, redress the consumer grievances   and promote the standards governing goods and services provided in   Coffeeville. 
If goods do not meet a   statutory condition or statutory warranty, it is a breach of the contract   between buyer and seller. When this happens, consumers are entitled to a   remedy from the seller. Types of remedies include refunds, having goods   replaced or having goods repaired. The form of remedy depends on a number of   factors, including when the problem arose and whether the problem relates to   a breach of a statutory condition or statutory warranty







Assessment Two - Case Study

Case Scenario 1

You have been appointed as the Team Leader at the CoffeeVille store and have been asked to develop a customer service charter for the store. Take the time to read the CoffeeVille Policies and Procedures and Business Plan to gain insight into the company.


TASK 1

Use the table below to create the customer service charter for CoffeeVille.

CoffeeVille’s customer service   charter Coffeeville will, able to communicate  with customers through the help of targeted   direct mail and Social media campaigns
CoffeeVille   ServicesCoffeeville tends to succeed   while having the patronage of customersin the particular for repeating the customer.
Customer   Management The Coffeeville marketing strategy is to   communicate  for meeting the commitment   to the environment  and the community
Concerns and   Complaints

● Listen to the full complaint without   interrupting or getting defensive. 
● If the complaint is product related, remove the   offending item immediately. 
● Apologies for the problem and tell the customer   you will take care of the problem, and get a manager. 
● Always inform a manager of the incident. 
Do everything you can to let the customer know you


TASK 2

You are required to develop a feedback form which focuses on gathering data about CoffeeVille’s level of customer service, product quality, wait times and prices. Use Appendix 2 to develop the feedback form.


Once you have developed the feedback form, issue this to four people to complete. Their responses can be hypothetical. You must submit the completed forms as part of your assessment submission.



Feedback   Form
Topic:Customer service 
Date:02/06/18
Instructions
 
Please take the time to address each feedback item   below by ticking the relevant category (i.e. strongly agree, disagree, agree,   strongly disagree). Provide comments where applicable to help the trainer   understand their strengths and weaknesses for self-improvement.


Feedback item Strongly AgreeAgreeDisagreeStrongly DisagreeComments
Take time to Listen the customersyes





 Positive 
Help where needed

yes



Positive 
Provide right solutionyes





Negative 
 Enhancing communication   channels Yes 





Negative 
Implementing the training programs yes





Positive 
Identifying the problems 

no



Positive 
Variability for identifying the problems yes





 Negative 
Promoting the key values of the organizationYes





Promotion is adapted successfully 
Ensuring the level of equity in the organization yes





Positive 
Participation of in formal review yes





Implementation has been done 















TASK 3

Based on the information from the feedback forms, what changes will you make to the customer service charter?

 It is important   for maintaining  the equity of the   organization that will help to develop and maintain the better relationship   with the customer 

Case Scenario 2

The Walden Ceramics Company just accepted a large export order for its main product line – glazed earthenware planters. This means a 40% increase in sales and output, the company will need to organise a second shift. It will also need to develop a way to ensure product quality and delivery, because penalties have been built into the export agreement for both substandard quality and late delivery.


The HR manager, Kathryn Jarvis, will develop a plan to recruit, induct and train the second shift. Malcolm Lewis, the production co-ordinator, has been asked to formulate a plan to ensure product quality and delivery. This should include the entire process, from raw material ordering through to production scheduling, manufacture, glazing, and final packing and despatch.


Malcolm is learning about total quality concepts at a management course he is attending. He is keen to involve employees in assuring quality throughout the entire process. His first step will be to convene a cross-functional team made up of people from purchasing and supply, production scheduling, production, quality assurance, engineering, administration and despatch.


TASK 1

Suggest an appropriate benchmarking approach and explain the step-by-step process. Your response must be approximately 300 words in length. 

Step 1-Determine processes
to be benchmarked

This step involves defining as   accurately as possible the process to be benchmarked. It is the cornerstone   of the entire benchmarking process. An incorrect identification at this stage   could result in a waste of precious resources at later stages
Have departmental priorities been   established? Determine whether the department has strongly defined its   overall purpose. This includes setting long-term goals and short-term   objectives.
What is the level of change? Does an entire system require rethinking?   Perhaps a particular process within that system needs to be improved. Can   improvement be achieved by upgrading some particular task within the process?

Step 2-Determine   organizations
to be benchmarked


Which of the preliminary organizations selected are really "the best of   the best"? Determine which prospective partners truly are the benchmarks   for your organization.
Are the systems of the selected organizations really comparable? Select the   organizations with practices that are the most compatible with yours

Step 3-Gather data
Has an adequate data-collection   plan been created? Determine what are the simplest data sources and the most   difficult. Then figure out which data would have the most value. Other   important factors are the time and cost limitations of collecting data.
Which are the best sources of practice data? Decide which combination of the   four types of sources-internal, published, external or original   research-would yield optimal results.
Have the best internal sources been consulted? Good sources to consult are   your organization's library and other internal groups or teams.
Have the best published sources been consulted? Internal publications (e.g.,   annual reports, quarterly reports) of the target organizations should be   studied as well as any periodicals and directories containing information   about the target organizations. Appropriate data bases can also lead to   pertinent information

Step 4-Analyze for gaps
This step involves analysing the   data collected, discovering to what degree present performance lags behind   the best in each area and combining the best features from the best practices   into an ideal process. The correct implementation of this step will result in   a clear picture of your processes in comparison with others in your business   or industry. 
Step 5-Determine future trends
During this step, your team will   examine your organization's past performance in relation to its competitors,   forecast potential change in your industry and project future performance,   both with and without the proposed benchmarking changes. The correct   implementation of this step will give management a clear idea of its options   and allot it a realistic conception of the potential benefits of adopting the   benchmarking practices






Develop five (5) measures of success for the company to use as benchmarks.

Measuring business processes
Benchmarking should be the primary   method used by companies to answer these questions and to measure/evaluate   various aspects of production, marketing and customer service processes in   relation to the best management practices in the industry. 
Measuring   and motivating
The bottom line is that you get   what you inspect
Financial   measures
The key is to figure out which   metrics (things to be measured) are important and use this information to   educate employees about the correlation between these metrics and profit.
Operational   measures
When employees begin to see and   understand this correlation, it is amazing how intrinsically motivating this   becomes for them because they can now understand how their jobs affect their   company’s profitability and ultimately how it affects their own pay check
Simply   the best
Benchmarking also helps define the   best-in-class companies that continually perform above industry averages   despite an industry’s economic conditions. What makes a company best in class   is that it operates much like a decathlete. Top ranking athletes who compete   in decathlons excel across a broad set of events. The winners accumulate the   most points among all events. They may win some events, but usually not all   of them


TASK 2

Part of achieving the quality, Kathryn and Malcolm are looking to develop a system to effectively manage complaints and to use the data received via the complaints process within the overall quality approach.Identify and explain three (3) complaints management strategies that will suit the situation atWalden Ceramics.

Improving   Conventional Supply Chain
In its simplest form, a   conventional supply chain assumes that firms take raw materials at the   beginning of the supply chain and transform them into a product at the end of   the supply chain. Ultimately, the supply chain terminates at the point of the   final buyer purchasing and using the product
Improving Logistics
A company can select various ways   to improve the sustainability of its logistics systems. The company may   communicate sustainability standards backward to suppliers and require them   to adopt environmental management systems or certifications, such as ISO   14001; survey and monitor suppliers’ current practices or products for their   sustainability and offer training, technology, and incentives to improve   those practices or products
Fading Extrinsic Challenges
Finally, green supply chains had   to overcome institutional inertia and confusion. First, large companies with   financial and political resources tended to resist change, especially at the   outset, because of the large capital and infrastructural investments in the   status quo. 


TASK 3

Develop a customer complaints management flow chart for Walden Ceramics. Submit this as a separate document. 


In your own words, explain how this flow chart identifies opportunities for improvement and utilises those opportunities in the continuous improvement process.




Case Scenario 3

Sally was pleased as she found a terrific pullover jumper on sale in an up-market national retail chain. The sales assistant had been very pleasant and helpful, hanging the pullover jumper in the changing room for Sally so she could look around the store with her hands free and walked her to the changing room when she was ready to try it on. She even waited nearby in case Sally needed some help.


When she brought her pullover jumper to the cash register, Sally noticed that the sales assistant became flustered as she searched first for tissue paper to wrap the pullover jumper in, then for a bag to place it in, then for the credit card machine.Clearly embarrassed at her seeming lack of efficiency, the sales assistant explained: “I normally work in another shop and everything is different here. In the other shop, the credit card machine is on the cash register’s left and here it’s on the right. The bags are usually under the register and here they’re on the back shelf."


“Ah,” thought Sally. "We need some consistent customer service systems here, so staff can change shops without looking like they don’t know what they are doing."


TASK 1

Develop a system that will investigate, identify, assess and include the needs of the customer within the planning and development of customer service procedures. Your system must explain the following:





Collect recorded data 
 It is important to collect the data that   will help to make a proper assessment for generating the feedback of the customers
process to evaluate the   data 
 evaluation of the data will help to set the   targets which is necessary to amend for maintaining and defining the set   strategies in order t make a proper amendment o f evaluating the and   implementing the research strategy 
making informed decision 
Findings relate to customers’   needs 
The first step of   customer research is identifying your customers. Your market   researchshould help you understand your potential   customers. Further customer research can help you develop a more detailed   picture of them and understand how to target them. It will also highlight key   characteristics your customers share, such as:
  • gender
  • age
  • occupation
  • disposable income
  • residential location
  • Recreational        activities


Provision for continuous   improvement of the system 
In successful companies,   Continuous Improvement is an ongoing organisational effort not just about   quality of services provided, but improvement of processes (so that there’s   no redundant work performed) and compliance with legislation which requires companies to be   constantly making improvements in relation to things like work health, safety   and welfare






Assessment Three – Practical Assessment

Project 1

Please   read the following information carefully before commencing this project. You   must select either OPTION A or OPTION B by ticking the relevant box – see   details below. Once you have made a decision please proceed to the Assessment   Instruction section. 


Insert a   cross next to your choice

OPTION AYou   are to video record your delivery session and send this in for marking by a   First Choice Training trainer/assessor.You must have access to two (2) participants who will need to partake   in the practical component of this project.


The   time duration for each video session is approximately 10 minutes. The   video evidence is subject to the conditions outlined in Table 1.


Your delivery session will be assessed according to the   Observation Checklist (Internal).


If   you select OPTION A, you must not complete OPTION B.  

OPTION B
If   you are currently working, you may find it more beneficial to complete the   Third Party Report which is the alternative option   to video recording your delivery session as stated in PART 1 and 3 of the   Assessment Instructions. This option is subject to the conditions outlined in   Table 2.


Your delivery session will be assessed according to the Third Party   Report.


Please note that you are still required to follow the   assessment instructions and complete the other remaining parts of this   project.


If   you select OPTION B, you must not complete OPTION A.  





Table 1: Conditions for Acceptable Evidence vs. Unacceptable Evidence (linked to OPTION A) 

Acceptable EvidenceUnacceptable Evidence
Video footage must clearly show you (the   student) and all the participants for the entirety of the session.

Use a video camera or laptop webcam to   record the session/s.

Only shows you with possible students   behind the scenes.

Video that scans the participants at the   start but then solely focusses on you (the student) for the remainder of the   session.
The audio levels must be clear throughout   the video recording.  Very low or inaudible voices of you (the   student) and the participants.
Note: the video file needs to be in a common format to be   viewed in Windows Media Player. You may use ‘Dropbox’ to send us your video   file or the video file can be saved to a USB or CD and posted to First Choice   Training. 


Table 2: Conditions for Acceptable Evidence vs. Unacceptable Evidence (linked to OPTION B) 

Acceptable EvidenceUnacceptable Evidence
A completed Third Party Report with   detailed comments, signatures, dates and clarity on how checklist items were   addressed throughout the session/s.An incomplete Third Party Report without   comments, only ticked, lacking signatures or dates and clarity. 
Statements by the observer that clearly   identifies a ‘hands on’ approach with comments about the type of activities   and interactions carried out during the  presentation to encourage skill based learning as well as   knowledge.
That shows ticks and does not clarify how   items were addressed within the training session/s. 

That shows no evidence of skill based   knowledge.
Note: The observer cannot be a student in the session at   the time they are acting as the observer. The observer must sit back and   complete the Third Party Report as they are observing the presentation. 
The Third Party Report cannot be   completed by an individual that was not attending the session on the day as   the observer.
Note: The observer must be able to produce a JP certified   copy of their management certificate which must be at a Diploma level or   higher. You must submit this document with your assessment submission. 





Assessment Instructions

The scenario

It is a very busy Saturday morning; one of your senior sales assistants has called in sick. You spent 30 minutes this morning ringing around to find a replacement. The only substitute you can find is a new trainee with 2 weeks experience.  You are behind with the store set up and once the doors open you are still organising the store – leaving the new trainee to handle the customers.


You hear raised voices coming from the counter and go over to see what the problem is. The trainee explains that they accidently charged the customer for 33 shirts instead of 3, and then made a mistake processing the refund and actually charged the customer a second time for 33 shirts. The trainee is flustered and the customer is very irate. You step in and complete the transaction accurately, but the customer is still upset and believes he should receive a discount for the inconvenience. He believes he will be charged extra from the bank for the extra transactions and is loudly declaring that this store “rips people off”.


Roles in the scenario 

  • One participant must play the role of the irate customer
  • A second  participant must play the role of the new trainee
  • You are the store manager 


PART 1: Address the irate customer

You must address the irate customer and demonstrate techniques in solving complex customer complaints.

  1. Listen carefully to what the customer has to say, and let them finish. Do not get defensive. The customer is not attacking you personally; he or she has a problem and is upset. Repeat back what you are hearing to show that you have listened.
  2. Ask questions in a caring and concerned manner.
    The more information you can get from the customer, the better you will understand his or her perspective. I’ve learned it’s easier to ask questions than to jump to conclusions.
  3. Put yourself in their shoes.
    The business owner   goal is to solve the problem, not argue. The customer needs to feel like you’re on his or her side and that you empathize with the situation.
  4. Apologize without blaming.
    When a customer senses that you are sincerely sorry, it usually diffuses the situation. Don't blame another person or department. Just say, "I'm sorry about that.”
  5. Ask the customer, "What would be an acceptable solution to you?"
    Whether or not the customer knows what a good solution would be, I’ve found it’s best to propose one or more solutions to alleviate his or her pain. Become a partner with the customer in solving the problem.
  6. Solve the problem, or find someone who can solve it— quickly!
    Research indicates that customers prefer the person they are speaking with to instantly solve their problem. When complaints are moved up the chain of command, they become more expensive to handle and only add to the customer's frustration.



Please refer back to the option that you selected at the beginning of this Project (i.e. OPTION A or OPTION B) and proceed to read the relevant information below (i.e. OPTION A or OPTION B). 

If you selected OPTION   A;
·You are to video   record your delivery session and send this in for marking by a First Choice   Training trainer/assessor.  
·You must have   access to four participants who will need to partake in the practical   component of this project. 
  1. The time duration   for the video session must be at least 10 minutes in total. 
  2. Your delivery session will be assessed according to Appendix 4 - Observation   Checklist (Internal)


Evidence to be submitted includes;
·Video recording of   the session 
·Any other resources   used throughout the session 
If you selected OPTION   B;
  1. Your observer must   complete the Third Party Report – see Appendix 3.
  2. There is a set of important instructions and conditions in Appendix 3. Please ensure you and the observer satisfies all of the requirements   listed. 


IMPORTANT NOTE: Your observer is not your assessor! The observer is simply   reporting what they hear and see in your session. The information provided in   the Third Party Report will be used by a First Choice Training   trainer/assessor to make a professional judgement about your competency   level. 


Evidence to be   submitted includes;
·One (1)Third Party   Report 
·One (1) Third Party   Declaration and Witness Declaration 
·Certified copy of   the observer’s business qualification that is at a Diploma level or   higher–this must be witnessed and signed by a Justice of the Peace (JP). 


PART 2: Develop a training plan 

Use Appendix 1 to develop a training plan with the primary focus of quality customer service in mind. All fields in the appendix must be addressed. 

Mentoring Program 
Objectives  Minimum 10 to 15 percent increase in gross   profit year 
Agreements Thepolicy is mainly guided by industrial law ,awards and employments in   order to apply  to Coffeeville
PlansParticipate in  training and development 
Evaluation Strengths
Key personnel   staffs, preparation
Weaknesses
A limited marketing   budget for developing brand awareness
Role modelling by the mentor Coffeeville is   committed for identifying and eliminating the barriers which may be   encountered by staff



PART 3:Verballycommunicate the training plan to the trainee

Once you have developed the training plan, you must communicate this to the trainee. 

 The training will help to provide the increase of the knowledge for having the special considerations for improving the services for the customers.  The improve attitudes is very must necessary for making the change in the environment.  Therefore the role of the organization will be to  build and strengthen  the skillsin the specific tasks so that it will able to complete  for generating the efficient  functioningfor performing the smooth operation.


Please refer back to the option that you selected at the beginning of this Project (i.e. OPTION A or OPTION B) and proceed to read the relevant information below (i.e. OPTION A or OPTION B). 

If you selected OPTION   A;
·You are to video   record your delivery session and send this in for marking by a First Choice   Training trainer/assessor.  
·You must have   access to four participants who will need to partake in the practical   component of this project. 
  1. The time duration   for the video session must be at least 10 minutes in total. 
  2. Your delivery session will be assessed according to Appendix 4 -   Observation Checklist (Internal)


Evidence to be submitted includes;
·Video recording of   the session 
·Any other resources   used throughout the session 
If you selected OPTION   B;
  1. Your observer must   complete the Third Party Report – see Appendix 3.
  2. There is a set of important instructions and conditions in Appendix 3. Please ensure you and the observer satisfies all of the requirements   listed. 


IMPORTANT NOTE: Your observer is not your assessor! The observer is simply   reporting what they hear and see in your session. The information provided in   the Third Party Report will be used by a First Choice Training   trainer/assessor to make a professional judgement about your competency   level. 


Evidence to be   submitted includes;
·One (1)Third Party   Report 
·One (1) Third Party   Declaration and Witness Declaration 
·Certified copy of   the observer’s business qualification that is at a Diploma level or higher   –this must be witnessed and signed by a Justice of the Peace (JP). 









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