1 Student Guide BSBCUS501: Manage Quality Customer Service Unit of Competency This module is comprised of the following unit of competency: BSBCUS501: Manage Quality Customer Service Elements of competence  Plan to meet internal and external customer requirements  Ensure delivery of quality products and/or services  Monitor, adjust and review customer serviceDiploma of Leadership and Management BSBCUS501 Manage quality customer service - Student Guide - Reviewed December 2016 2 Contents Module description.......................................................................................................................... 3 Learning outcomes...................................................................................................................... 3 Teaching program....................................................................................................................... 3 Course requirements................................................................................................................... 3 Assessment methods.................................................................................................................. 3 Assessment details ..................................................................................................................... 3 Assessment Task 1: Customer service plan.................................................................................... 4 Performance objective ................................................................................................................ 4 Assessment description .............................................................................................................. 4 Procedure ................................................................................................................................... 4 Specifications.............................................................................................................................. 4 Assessment Task 2: Responding to customer complaints............................................................... 7 Performance objective ................................................................................................................ 7 Assessment Description.............................................................................................................. 7 Procedure ................................................................................................................................... 7 Specifications.............................................................................................................................. 7 Assessment Task 3: Customer service test..................................................................................... 9 Performance objective ................................................................................................................ 9 Assessment description .............................................................................................................. 9 Procedure ................................................................................................................................... 9 Specifications.............................................................................................................................. 9 Assessment Task 4: Managing Customer Service Team .............................................................. 10 Performance objective .............................................................................................................. 10 Assessment Description............................................................................................................ 10 Procedure ................................................................................................................................. 10 Specifications............................................................................................................................ 10 References ................................................................................................................................... 11 Weekly schedule.............................................................................. Error! Bookmark not defined.Diploma of Leadership and Management BSBCUS501 Manage quality customer service - Student Guide – Jan 2016 3 Module description This module describes the skills and knowledge required to develop strategies to manage organisational systems that ensure products and services are delivered and maintained to standards agreed by the organisation. It applies to individuals who supervise the provision of quality customer service within an organisation’s procedures framework by others. Learning outcomes Students will, upon successful completion of this unit understand the needs of both internal and external customers using processes such as research and motivational programs to ensure a quality delivery is achieved. Teaching program The program is of forty (40) hours duration, comprising four (4) hours per week for one teaching block of ten (10) weeks. The program will consist of two (2) hours of lectures and two (2 ) hours of tutorials per week Course requirements To be assessed as competent for this unit of competency you must be able to do the following: (1) Demonstrate understanding of all learning outcomes (2) Successfully complete and submit all tasks as requested Assessment methods Methods of assessment Through consultation with industry, the following assessment methods have been deemed appropriate for this unit. Role-play Role-play assessments are considered essential to demonstrate competence in “people skills” such as handling customer complaints and managing team performance. Written report Producing a Customer Service Plan, which becomes a working document during role-play exercises, is thought to be the most appropriate way for learners to understand the role of policies and procedures within organisations. In addition, a written report is incorporated in the Facilitator’s KPI Portfolio. Written Test The test is considered appropriate for demonstrating knowledge of terminology and concepts. Assessment details Assessment Due Assessment Task 1 Customer Service Plan Week 8 Assessment Task 2 Responding to Customer Complaints Week 4-5 Assessment Task 3 Customer Service Exam Week 9 Assessment Task 4 Managing Customer Service Team Week 6Diploma of Leadership and Management BSBCUS501 Manage quality customer service - Student Guide – Jan 2016 4 Assessment Task 1: Customer service plan Student’s Name Id no. Assessor’s Name Id no. Assessment Date/s The assessment task is due on the date specified by your assessor. Any variations to this arrangement must be approved in writing by your assessor. Submit this document with any required evidence attached. See specifications below for details. Performance objective The candidate must be able to produce a Customer Service Plan that demonstrates a thorough understanding of the policies and procedures that need to be established in order to provide quality customer service. Assessment description You will develop a Customer Service Plan for the fictitious company “Innovative Widgets”. The information needed to produce the plan is to be taken from role plays and documentation provided throughout the course. Procedure 1. Produce a Customer Service Plan with appropriate sections. 2. Complete each section of your plan immediately after your facilitator has delivered the appropriate teaching session. 3. All “Innovative Widget” data should be sourced from your Student Workbook and role play exercises. 4. Submit the plan by the deadline set by your Assessor. Specifications The Customer Service Plan must be submitted on:  A4 paper or, if submitted electronically,  In MS-Word (.doc) format. Your Customer Service Plan should include: Section One  A vision and mission that refers to internal and external customers Section two  Product standards that include: o dimensions o tolerances o pricing o material  Service standards that include o Delivery o Care and attention Section three  Policies and procedures for: o identifying customer needs o obtaining customer feedback, including a feedback questionnaire, that conform to the RATER model o responding to customer complaints – include a flow chart of the procedureDiploma of Leadership and Management BSBCUS501 Manage quality customer service - Student Guide – Jan 2016 5 Section four  Policy and procedure for: o Continuous improvement to the customer service plan that includes: – routine reviews with no more than annual intervals – persons or department directly responsibleDiploma of Leadership and Management BSBCUS501 Manage quality customer service - Student Guide – Jan 2016 6 All policies and procedures should:  Be clear and unambiguous  Be realistic and achievable  Contain prescriptive instructions for realistic scenarios  Contain decision trees and / or flow diagrams. Your assessor will be looking for a plan that:  Is clearly written in plain English  Is easy to navigate  Has correct spelling and grammar  Contains sufficient evidence to meet the outcomes listed above  Shows consistency in the use of: o fonts o bullets o headings  Has any charts and tables produced.Diploma of Leadership and Management BSBCUS501 Manage quality customer service - Student Guide – Jan 2016 7 Assessment Task 2: Responding to customer complaints Student’s Name Id no. Assessor’s Name Assessment Date/s The assessment task is due on the date specified by your assessor. Any variations to this arrangement must be approved in writing by your assessor. Submit this document with any required evidence attached. See specifications below for details. Performance objective The candidate must demonstrate the skills and knowledge needed to respond effectively to customer complaints. Assessment Description You will be expected to take part in role play exercises that allow you the opportunity to demonstrate the skills and knowledge needed to respond to customer complaints. You will be observed and assessed when responding to customer complaints (not when role playing a customer) by the assessor during these role play exercises. Procedure 1. Throughout the course there will be many opportunities for role play exercises. During some role plays you will be asked to deal with a customer complaint. These role plays are described in the appendices to your Student Workbook. 2. During the role plays when you are assigned to respond to a customer complaint, (not role plays where you are the customer), demonstrate the appropriate responses for the situation. 3. You should use the “Innovative Widgets” policy and procedures for responding to customer complaints. This is contained in your customer service plan that you produce as part of Assessment Task 1. Specifications When managing customer complaints, demonstrate how to use:  Active listening, by: o asking questions o paraphrasing / summarising o using verbal prompts o maintaining good eye contact (if appropriate)  Appropriate procedures, as developed by you for “Innovative Widget’s” Customer Service Plan, such as: o assuming the customer is telling you the truth o never arguing with a customer o being honest if you don’t know the answer to a question o acknowledging the customer’s feelings, but concentrating on the facts o apologising if appropriate o asking the customer how they would like to see their complaint resolved o offering what the customer wants (if within your authority) o explaining what you are authorised to offer o explaining referral procedures.Diploma of Leadership and Management BSBCUS501 Manage quality customer service - Student Guide – Jan 2016 8 Your assessor will be looking for:  Sufficient evidence of the outcomes listed above  Confidence when responding to complaints  An empathetic response to customers.Diploma of Leadership and Management BSBCUS501 Manage quality customer service - Student Guide – Jan 2016 9 Assessment Task 3: Customer service test Student’s Name Id no. Assessor’s Name Assessment Date/s The assessment task is due on the date specified by your assessor. Any variations to this arrangement must be approved in writing by your assessor. Submit this document with any required evidence attached. See specifications below for details. Performance objective The candidate must demonstrate knowledge of customer service and understand customer service concepts. Assessment description This assessment requires the candidate to complete a customer service examination. Procedure 1. When instructed to do so, answer the attached examination paper. 2. You may not refer to any sources of information during this examination. Specifications This test is to be completed without access to any other documents or materials. You are allowed a maximum of 30 minutes to complete the test. Apart from questions 8 and 12, the test should be completed using sentences. Your assessor will be looking for correct answers in plain English, using clear, legible handwriting.Diploma of Leadership and Management BSBCUS501 Manage quality customer service - Student Guide – Jan 2016 10 Assessment Task 4: Managing Customer Service Team Student’s Name Id no. Assessor’s Name Assessment Date/s The assessment task is due on the date specified by your assessor. Any variations to this arrangement must be approved in writing by your assessor. Submit this document with any required evidence attached. See specifications below for details. Performance objective The candidate must demonstrate the skills and knowledge needed to manage team performance and overcoming any difficulties using active listening, leadership and problem solving skills. Assessment Description You will undertake role play exercises which present different management scenarios. During these customer management exercises you will be assessed on your knowledge and skills of customer management techniques. Procedure 1. On occasions, you will be allocated a role as the Customer Service Manager and assessed by the facilitator. 2. During the role plays when you are assigned as Customer Service Manager, demonstrate the appropriate management techniques for the situation. Specifications Each role play may require different management skills. In each role play you will need to demonstrate the appropriate and effective use of some or all of the following techniques:  Active listening: o asking questions o paraphrasing / summarising o verbal prompts o eye contact  Leadership: o setting a vision and mission o communicating the vision and mission o obtaining support for the vision and mission.  Problem solving techniques: o brainstorming o force field analysis Your assessor will be looking for:  Evidence that you select the appropriate technique for the given scenario  Evidence that you are confident in using the techniques listed above.Diploma of Leadership and Management BSBCUS501 Manage quality customer service - Student Guide – Jan 2016 11 References Harris, E. (2003) Customer Service: A Practical Approach, Prentice Hall, New Jersey Shephard, S. (1998) Managing Cross-cultural transition: A handbook for corporations, employees and their families, Aletheia Publications, New York Tjosvold, D & Leung, K. (2003) Cross-Cultural Management: Foundations and Futures, Ashgate Publishing, Hampshire. Morrison, T. Conaway, W. & Borden, G. (1994) Kiss, Bow or Shake Hands: How to do business in sixty countries, Adams media corporation, Massachusetts. . Weekly schedule WEEK TOPIC 1  Introduction (PowerPoint Lesson 1)  What is Quality Customer Service  Strategies to create Customer Service  Elements of Customer Service  Activity – discussion why do we buy?  Customer needs  Assessment One – brief explanation 2  Finding out about customers and what they need (PowerPoint Lesson 2)  Research Techniques  Formal Research  Informal Research Questions  Understanding customers  RATER model  Activity – Appendix 1 – case study customer service  Focus groups 3  Survey Design (PowerPoint Lesson 3)  Survey design guidelines  Question design  Scaling  Design errors  Activity – create a survey 4  Customer Service Planning (PowerPoint Lesson 4 )  Mission/vision statements  Standards  What are policies and procedures  Identifying customer needs  Assessment Task 2 – Identifying customer needs roleplay (appendix 2 & 3)  Appendix 4 RATER and customer needs 5  Customer Service Planning continued (PowerPoint Lesson 5)  Policies and procedures continued  Responding to customer complaints  Assessment Task 2 – Responding to customer complaints (appendices 5-8)Diploma of Leadership and Management BSBCUS501 Manage quality customer service - Student Guide – Jan 2016 12 6  Role of Manager in Customer service (PowerPoint Lesson 6)  Involving staff in Customer Service  Creating a customer service culture Assessment Task 4 – Managing a customer service team (appendices 9-12  CRM  Monitoring Customer Service  KPIs in Customer service  7  Monitor, adjust and review Customer Service (PowerPoint Lesson 7)  Improve quality of customer service  Activity – appendix 13 –survey results  Analysing feedback  Quality tools  Activity – appendix 14 – present data in chart  Activity – appendix 15 – Fishbone diagram  8  Improve Quality Customer Service  (Powerpoint Lesson 8)  Case study 9  Revision  Assessment One – Customer Service plan submission  Assessment three - Customer Service Test 10  Resubmissions