ࡱ> !` :ibjbj\\ >>4 4 h dl =:666hL$p=======$?hBN>=9 ">= 66w= 6 6==L$4 *6 p&>*=0=& UBUB|**UB * 0">=>=YX= dPPdvJ PP  Certificate II Greenlight to Customer Service Assessment Task Cover Sheet Students Name:Employer: Please complete and check all shaded sections before mailing to the College. Make sure this cover sheet is securely attached to your Assessment Task. Please (() the type of submission (Full Submission Partial Submission Resubmission Course You Are Enrolled in (() C2 in Business BSBCMN208A & BSBCMN209A Participant Declaration: I declare that the material contained in this Assessment Task is my own work. XStudents Signature: / / Supervisors Declaration: I verify that the material provided in the attached Assessment Task is the original work of the participant. XSupervisors Signature: Supervisors Name:  / / College Use: Comments Code: Assessment Result: % Competent % Competence not yet demonstrated Part A Part B Part C Part D Part E Part FPart G  Supervisor s Workplace Verification Assessed By: Signature:Assessed By: Name: / / Assessment Task Part A - The Importance of Customer Service Review Section 1 of the Greenlight to Customer Service workbook.  Q1. According to the Good Service is Good Business extract. What are the 4 simple questions and provide examples of how you achieve these with your customers 1. Example: 2. Example: 3.Example: 4. Example: Q2. Match the Four measures of customer service with the correct definitions. ReliabilityThe ability to provide end-to-end service across all dealings with a customer  Quality Ensuring what you do is of value or worthwhile to the customer to achieve THEIR desired outcome  Worthwhile Outcome for the Customer Providing consistent service that the customer can RELY on  Overall Service Effect Making sure you do things WELL Assessment Task Part A (continued) Q3. Good Customer Service benefits everyone. Explain why it is important to the customer, the business and you. Customer:   Business:   You:   Q4 Provide an example from your own personal experience of when you have stopped being a customer due to poor service. Please include the following: How did it make you feel? Did you tell anyone about this bad experience? In your opinion did the person know they were providing poor service? What changes have you made to your customer service as a result of this experience?        Assessment Task Part B - Identifying Customer Needs Review Section 2 of the Greenlight to Customer Service workbook.  Q5. Identify one of your external customers and list two of their needs: External CustomerNeeds1. 2.  Q6. Identify one of your internal customers and list two of their needs: Internal CustomerNeeds1. 2.  Q7. Give an example (a real life one if you can think of one) where different customers have the need for different service levels (e.g. quick service vs personal service). Explain why their needs are different.       Q8. All customers have special needs SOMETIMES, some customers have special needs ALL OF THE TIME. TRUE/FALSE Q9. What have you done to make a customer with special needs feel welcome and important to you and your workplace.      Assessment Task Part C - Customer Service Skills Review Section 3 of the Greenlight to Customer Service workbook.  Q10. List five personal characteristics you have that makes you good at customer service: 1. 2. 3. 4. 5.  Q11. What are the 4 key skills necessary for good telephone etiquette? 1. 2. 3. 4.  Q12. Complete the activity on voice control section 3.7 page 30 and include it in this assessment task Q13. Describe the difference between hearing and active listening    Q14. Why is professionalism and image an important part of customer service?    Assessment Task Part D - The Legal Environment Review Section 4 of the Greenlight to Customer Service workbook.  Q15. What legislation now affects service organisations use of customers personal details: Confidentiality Act Privacy Act Freedom of Information Act Trade Practices Act Q16. Under the National Privacy Principles service organisations must be open with customers about what they do with the personal details they have about a customer. TRUE / FALSE Q17. We all have an obligation to ensure our customers privacy. What do you do in the following situations to ensure you meet this requirement? Where appropriate refer to any policies and procedures at your workplace. What customer details do you obtain?   Confirming the customers identity PRIOR to giving out confidential information:   Storage of customer personal Information:    Assessment Task Part E - Delivering Good Customer Service Review Section 5 of the Greenlight to Customer Service workbook  Q18. What are the 4 steps necessary to deliver good customer service? 1. 2. 3. 4. Q19. Give an example of an open question.    Q20. When would you use a probing question with your customer? Please give an example.    Q21. Write 3 examples of when you have provided great customer service and explain what made these special. 1.   2.   3.   Q22. We have all had occasions were a customer enquiry cant be answered immediately. How would you handle this enquiry so the customer is informed of the progress of their enquiry. Refer to your organisations policy if there is one, and identify if your actions were in line with policy.      Q23. Describe a situation such as those referred to on page 65 where an enquiry or problem may be outside your authority or ability to resolve. List the procedures in your organisation for referring the matter to the appropriate person.       Q24.Choose 2 of the following scenarios and answer the following: Is this an example of good service? Why, Why not If you were the owner of this business would you be happy with the service provided, please explain your answer; and Identify any of your workplace procedures that havent been met. Scenario 1 A customer returns to your business after recently purchasing a new ensemble bed. The sales person remembers the initial purchase as the customer had told them about their up coming wedding and that the bed was the first piece of furniture they were purchasing as a couple. The salesperson asked about the wedding plans and how could they help them today. The customer is quite frustrated that the top mattress keeps slipping off the base during the night. They state that the bed is very comfortable but on hot nights the plastic covering on the mattress makes them sweat With a smile on their face the salesperson says to the customer that they cant believe that anyone would be silly enough to leave the protective plastic on the mattress. They then go on to say the plastic is there to protect the mattress during delivery, and it wont make the mattress last any longer leaving it on now. The customer leaves feeling very embarrassed and you over hear their parting comment of Its the last time Ill walk into this store. Scenario 2 A new bank customer phones your call centre to complain about the fees that they have been charged over the last 3 months since opening the account. The customer service officer greets the customer by their name and requests their personal details to ensure that they have the correct account information on screen. After looking at the transaction history of this customer they see that the person frequently visits ATMs multiple times in one day. The bank officer tells the customer that they need to work out their finances better and reduce the number of times they take small amounts out of an ATM, if they cant help themselves and be better organised then they will continue to pay excess transaction fees. Scenario 3 A very popular locally owned takeaway food business owned and operated by a husband and wife who refuse to employ additional staff due to prior bad experiences. has a unique way of taking customer orders. In peak periods it is not unusual for customers to be left waiting for in excess of 5 minutes prior to having their orders taken, as it is business practice to complete current orders prior to taking any new ones. Once all orders are completed they will then ask all those waiting in the shop for their orders, and so it goes on. It is not unusual to see people leaving the shop prior to ordering, presumably to find another food outlet. This business has been running for over 25 years. Assessment Task Part F - Workplace Information Review Section 6 of the Greenlight to Customer Service workbook  Q25. List a range of customer enquiries where you would need to access customer information and update their details Customer EnquiryInformation needed Details Updated      Q26. Identify three workplace documents or procedure manuals that help you answer customer enquiries. 1.   2.   3.    Q27. Identify one customer service policy in your organisation and explain what it is, and why it is in place.     Q28. How is information communicated in your workplace?     Q29. Complete a work log for 2days and identify the type of enquires you receive, what information needs to be given to the customer and where you obtain this information from. Enquiry received:Information Given: Where information was obtained from: Assessment Task Part G - Workplace Verification Dear Supervisor, Please complete the following checklist verifying that your employee has acquired the listed skills. If you feel your employee has not yet acquired the skills and would like assistance please contact the College. Supervisors Checklist (Please mark off students ability to:) Yes NoCan identify internal and external customers( (Presents themself professionally( (Greets customers appropriately( (Establishes rapport with customers( (Appropriate active listening skills applied( (Uses a range of questioning skills such as open and probing questions to identify customers needs( (Clarifies details with the customer( (Explains information clearly to customers( (Refers to brochures and workplace information to provide answers and information as appropriate( (Professionally seeks assistance where necessary( (Stays calm and patient when receiving criticism( (Identify products and services( (Identify the benefits of products to individual customers( (Reports customer feedback to appropriate staff( (Reports customer feedback to appropriate staff( (Identifies customer with special needs( (Consistently prepared for customer interaction( (Other customer service skills important to your workplace: Supervisors Name:Supervisors SignatureDate:Contact Day Time Ph: Module: Student: Date: About the Learning Resources / Textbooks 1. The workbook/ textbook design/ format is: Easy to Use  ( ( ( ( Difficult to Use2. The workbook/textbook content is: Easy to Understand  ( ( ( ( Difficult to Understand3. The workbook/textbook content is: Appropriate for the course  ( ( ( (Irrelevant 4. The learning resources provided overall were: Very well suited to cover the course material ( ( ( ( Not suitable for the course material Comments to explain your answers:    Problems that need fixing eg typos, unclear material    About the Assessment Tasks 1. The Assessment Task design/ format is: Easy to understand what I am required to do  ( ( ( ( Difficult to Understand and use2. The Assessment Task questions are worded so that they are: Easy to Understand  ( ( ( (Difficult to Understand3. The Assessment Task content is: Appropriate for the course  ( ( ( (Irrelevant 4. The Assessment Tasks has: A good variety of things to do to show competence ( ( ( ( Limited variety when other options could be used 5. 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