Manage Quality Customer Service

Manage Quality Customer Service
HMQCS Manage Quality Customer Service Student Guide v 2.0 August 2010 Page 2
Module description
This module covers the skills and knowledge required to advise on and carry out
customer service strategies and to evaluate those strategies on the basis of feedback
and design for service improvement.
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 eight (8) hours per week for one
teaching block of five (5) weeks.
The program will consist of four hours of lectures and four 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
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.
Examination/Test The examination is considered appropriate for
demonstrating knowledge of terminology and concepts.
Assessment details
Assessment Due
Assessment Task 1
Customer Service Plan Week 1
Assessment Task 3
Responding to Customer
Complaints
Week 2
Assessment Task 4
Customer Service Exam
Week 4
Assessment Task 5
Managing Customer
Service Team
Week 5
BSB51107 Diploma of Management
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HMQCS Manage Quality Customer Service Student Guide v 2.0 August 2010 Page 3
Assessment Task 1
Customer service plan
Submission details
Candidate’s
Name
Phone
No.
Assessor’s Name Phone
No.
Assessment Site
Assessment
Date/s Time/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.
BSB51107 Diploma of Management
_____________________________________________________________________________________________
HMQCS Manage Quality Customer Service Student Guide v 2.0 August 2010 Page 4
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:
A vision and mission that refers to internal and external customers
Product standards that include:
o dimensions
o tolerances
o pricing
o material
o delivery
Policies and procedures for:
o identifying customer needs that conform to the RATER model
o responding to customer complaints
o obtaining customer feedback, including a feedback questionnaire
o updating the plan that includes:
– contingency changes due to unforseen events
– routine reviews with no more than annual intervals.
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.
BSB51107 Diploma of Management
_____________________________________________________________________________________________
HMQCS Manage Quality Customer Service Student Guide v 2.0 August 2010 Page 5
Assessment Task 2
Responding to Customer Complaints
Submission Details
Candidate’s
Name
Phone
No.
Assessor’s Name Phone
No.
Assessment Site
Assessment
Date/s Time/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 01.
BSB51107 Diploma of Management
_____________________________________________________________________________________________
HMQCS Manage Quality Customer Service Student Guide v 2.0 August 2010 Page 6
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.
Your assessor will be looking for:
Sufficient evidence of the outcomes listed above
Confidence when responding to complaints
An empathetic response to customers.
BSB51107 Diploma of Management
_____________________________________________________________________________________________
HMQCS Manage Quality Customer Service Student Guide v 2.0 August 2010 Page 7
Assessment Task 4
Managing customer service team
Submission details
Candidate’s Name Phone
No.
Assessor’s Name Phone
No.
Assessment Site
Assessment
Date/s Time/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.
BSB51107 Diploma of Management
_____________________________________________________________________________________________
HMQCS Manage Quality Customer Service Student Guide v 2.0 August 2010 Page 8
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.
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.
BSB51107 Diploma of Management
_____________________________________________________________________________________________
HMQCS Manage Quality Customer Service Student Guide v 2.0 August 2010 Page 9
WEEKLY SCHEDULE
WEEK TOPIC
1 Introduction
Customer Service
Customer Understanding
Needs Desire & Expectations
Assessment Task 1 – Customer Service Plan
2 Developing approaches to enhance customer service
Research Techniques
Formal Research
Informal Research
Creating a Questionnaire
Assessment Task 2 – Responding to Customer
Complaints
3 Involving staff in Customer Service
Setting standards
Developing Plans
Internal & External environments
4 Motivation & employees
Motivating People
Empowerment
Providing access to information
Assessment Task 3 – Customer Service Exam
5 Assessment Task 4 – Managing Customer Service
Team

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