BSBCUS501 BSB Business Service
Section B: Skills Performance Activity
Objective: To provide you with an opportunity to demonstrate the required performance criteria, performance evidence and foundation skills for this unit.
This activity will enable you to demonstrate the following elements and performance criteria:
Plan to meet internal and external customer requirements1.
- Investigate, identify, assess, and include the needs of customers in planning processes
- Ensure plans achieve the quality, time and cost specifications agreed with customers
Ensure delivery of quality products and services
- Deliver products and services to customer specifications within organizations business plan
- Monitor team performance to consistently meet the organizations quality and delivery standards
- Help colleagues overcome difficulties in meeting customer service standards.
Monitor, adjust and review customer service
- Develop and use strategies to monitor progress in achieving product and/or service targets and standards
- Develop and use strategies to obtain customer feedback to improve the provision of products and services
- Develop, procure and use resources effectively to provide quality products and services to customers
- Make decisions to overcome problems and to adapt customer services, products and service delivery in consultation with appropriate individuals and groups
- Manage records, reports and recommendations within the organizations systems and processes.
This activity will enable you to demonstrate the following performance evidence:
- develop and manage organisational systems for quality customer service
- develop and review plans, policies and procedures for delivering and monitoring quality customer service
- implement policies and procedures to ensure quality customer service
- solve complex customer complaints and system problems that lead to poor customer service
- monitor and assist teams to meet customer service requirements
- develop, procure and use human and physical resources to support quality customer service delivery.
This activity will enable you to demonstrate the following knowledge evidence:
- outline the legislative and regulatory context of the organization relevant to customer service
- describe organizational policy and procedures for customer service including handling customer complaints
- identify service standards and best practice models
- summarize public relations and product promotion
- outline techniques for dealing with customers including customers with specific needs
This activity will enable you to demonstrate the following foundation skills:
- Reading
Interprets and analyses textual information from a variety of sources and applies the knowledge that has been gained to evaluate standards for organization s products and services
- Writing
Produces a range of text types to convey information, requirements or recommendations matching style of writing to purpose and audience
- Oral Communication
Clearly articulates systems and standards in a team environment using language suitable to diverse audiences.Uses listening and questioning techniques to obtain feedback and confirm understanding
- Numeracy
Interprets and comprehends mathematical information in organisations business and customer service plans
- Navigate the world of work
Recognizes and applies organizational protocols and meets expectations associated with own work
- Interact with others
Identifies and uses appropriate conventions and protocols when communicating with colleagues and customers. Collaborates with others, taking into account their strengths and experience, to achieve desired outcomes. Provides support in field of expertise to team
- Get the work done
Develops and implements plans using logical processes and monitors and evaluates progress against stated goals. Accepts responsibility for addressing complex or non-routine difficulties, applying problem solving processes in determining a solution. Uses digital technology to access, organize and present information in a format that meets requirements
Answer the activity in as much detail as possible, considering your organizational requirements.Assessment information Use the information provided, together with the information that you researched and wrote about for Section A: Knowledge Activity in this Assessment workbook, as well as your own research, to complete this assessment. For this assessment you will develop strategies to manage Bounce Fitness’s organisational systems that ensure products and services are delivered and maintained to standards agreed undertaking a series of tasksCompile your work ensuring that they meet the guidelines in the Bounce Fitness Style Guide http://bounce.precisiongroup.com.au/procedures/ administrative -procedures
- Prepare a Customer Service Plan
- Identifying customer needs meeting
- Deliver a service to a customer
- Monitor your team’s performance
- Help colleagues overcome difficulties in meeting customer service standards
- Develop and use strategies to monitor progress in achieving product and/or service targets and standards
- Develop and use strategies to obtain customer feedback to improve the provision of products and services
- Overcome problems and to adapt customer services, products and service delivery