BSBOPS505 Manage Organisational Customer Service Assessment PDF

This document contains four (4) Assessment Tasks: Please ensure you read all requirements carefully to allow sufficient time to complete all questions across all Assessment Tasks. **Student Name: Emmanuella Luita** **BSBOPS505 Manage Organisational Customer Service - Assessment Task 1** **ASSESS...

This document contains four (4) Assessment Tasks: Please ensure you read all requirements carefully to allow sufficient time to complete all questions across all Assessment Tasks. **Student Name: Emmanuella Luita** **BSBOPS505 Manage Organisational Customer Service - Assessment Task 1** **ASSESSMENT TASK 1 OVERVIEW AND INSTRUCTIONS** Within this assessment task you will be required to answer a series of questions in relation to managing organisational customer service. You will enter your answers in the box provided under each question. **SECTION 1** **1.1. Provide an overview of the legislative and regulatory context of the organisation relevant to customer service. Your discussion should refer to relevant current legislation and any legislation relevant to your work area or department within the Golf Club.**  **1.2 Identify two service standards currently used in your department in the Golf Club.** **1.3 Outline two (2) techniques for dealing with customers with specific needs.** **1.4 Provide at least one technique you could use for solving a related complaint about each point below.  Include in your answers the principles and techniques involved to manage and organise each of the following:** **Related complaint** **The technique you could use for solving a related complaint** Record keeping and management methods Strategies for monitoring, managing, and introducing ways to improve customer service relationships Strategies to obtain feedback  **Please scroll down to complete Assessment Task 2** **BSBOPS505 Manage Organisational Customer Service - Assessment Task 2** **ASSESSMENT TASK 2 OVERVIEW** Your current manager has approached you, and they want you to develop a strategy in your department that will improve the customer service standards and experiences. Your manager hasn't provided any specific direction, so you will need to develop strategies for your department to implement. There are three (3) steps to complete for this assessment task:  **Step 1: Gather feedback from customers** **Step 2: Collate the feedback ** **Step 3: Meet with staff members to develop strategies for improvement to customer service ** **ASSESSMENT INSTRUCTIONS** **Step 1: Identify what your current customers are looking for when it comes to \"customer experience\".** Below are some examples of the general standards that you may like to consider and get feedback on:   Please ensure that your feedback form has room for a name and signature to provide authenticity around the feedback given. Once you have developed the \"feedback form\", please ensure that you gain your manager\'s approval prior to circulating it to your customers. **\ ** **Step 2: Collate Feedback** Once you have received your responses, complete the table below to summarise the feedback. **Service** (Please enter the questions that you asked in your feedback forms in each of the rows below) **Collate the scores you have been given together for each service (total/average)** **Step 3: Developing strategies to improve the experience of your customers ** You are to meet with another staff member in your department (Supervising Professional, Golf Ops Manager, Pro Shop Manager) to discuss the results of the feedback on your organisation's customer service. **2.1 With regards to the feedback forms, what information have you been able to gather from this feedback about the customer service standards?** **2.2 What strategies are you going to develop from your discussions with other staff members in your department about customer service improvements?** **Please scroll down to complete Assessment Task 3** **BSBOPS505 Manage Organisational Customer Service - Assessment Task 3** **ASSESSMENT TASK 3 OVERVIEW AND INSTRUCTIONS** Following on from the information and strategies identified in Assessment Task 2, you are now to implement and monitor two (2) of your strategies you developed to improve customer service at your organisation. The strategies you choose to implement could be significant (changing stock/pricing strategies) or minor (staff behaviour or responsibilities) but should help address the areas highlighted in the feedback and discussions from Assessment Task 2. There are two steps for this assessment: **Step 1: Implement the strategy -- create an action plan ** **Step 2: Monitor and reflect on the implementation of the strategies** **SECTION 1** **ACTION PLAN** **3.1** **Create an action plan using the table below for the two (2) customer service strategies.** For each strategy you are to list three (3) action items that need to completed to implement the strategy, the person responsible, date and date of review. **Customer Service Strategy** **Action Items** **Who is responsible?** **Date of implementation** **Date of Review** **(Must be at least six weeks after implementation)** **Strategy 1:** **Strategy 2:** **SECTION 2** **MONITOR AND REFLECTION** **Step 2: Monitor the team/department on the implementation of the plan and assess if it is going as intended ** After you have implemented the strategy, please answer the following reflective questions: **3.2** **How did you monitor the team's performance during the implementation phase of the new service strategy? ** **3.3 How did you support the staff during the implementation phase? ** **3.4 What were some of the difficulties you and your staff faced during the implementation phase? How did you assist them in overcoming these difficulties?** *You must list at least one difficulty* **Please scroll down to complete Assessment Task 4** **BSBOPS505 Manage Organisational Customer Service - Assessment Task 4** **ASSESSMENT TASK 4 OVERVIEW AND INSTRUCTIONS** Within this assessment task you will be required to evaluate your organisation's customer service. You will enter your answers in the box provided under each question. Your manager has now asked you to develop a formal report that he can take to the board at the next board meeting  **Step 1: Gather feedback from customers again to evaluate the success of the implemented strategy ** **4.1** **Provide evidence of the 10 completed feedback forms showing questions and responses.** **If the survey is a hard copy, scan them into one file. If your survey is digital, provide a table that details all the questions and responses.** ** ** **Provide the table below or save the file to your Google Drive and provide the shared link to the forms in the space below.** ***Refer to the** Using Google Drive Video **for assistance.*** **Step 2: Develop the report - Summarise the implementation of the strategy into the organisation.** PLEASE NOTE: this task will require you to prepare and save documents to your Google Drive. For instructions on how to use Google Drive, please refer to the links at the bottom of this documents. Your report will need to include the following details. **4.2** **Prepare a professional formal report addressing all the areas above. Save the file to a folder in your google drive and provide the shared google link to view the file.** ***Refer to the** Using Google Drive Video **for assistance.*** **END OF ASSESSMENT TASK**