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Manage Quality Customer Service

Manage Quality Customer Service

Summative Assessment: 

The summative assessments are the major activities designed to assess your skills, knowledge and performance, as required to show competency in this unit. These activities should be completed after finishing the Learner Resource. You should complete these as stated below and as i nstructed by your trainer/assessor.

Knowledge, skills and performance may be termed as:

  • Knowledge – knowledge requirements, required knowledge, essential knowledge,knowledge evidence
  • Skills Performance skill requirements, required skills, essential skills, foundation improvidence requirements, critical aspects of assessment, performance evidence.

Section A: Knowledge Activity

The Knowledge Activity is a series of activities to confirm your competency for all of the required knowledge in the unit of competency.

Section B: Skills Performance Activity

The Skills Performance Activity is designed to be a practical activity performed based on the information you have obtained in Section A. You should demonstrate the required practical tasks for the unit of competency and be observed by the assessor, as applicable to the situation. If necessary for the activities, you should attach completed written answers, portfolios or any evidence of competency when submitting this work.

Marking guidance

You will undertake two Summative Assessments as your own work but communicating with others. To satisfactorily pass this unit, you need to ensure that each component of the Summative Assessment (Sections A & B) is completed, submitted and marked Satisfactory.

Submission

See the Unit Outline and listen to your trainer for the due date for this assessment.

You will be supplied with the assessment materials via the Moodle course for this unit.It is acceptable to prepare and capture parts of your work using word processing, scanned document or other forms of technology (eg audio recordings). When you do this, you MUST name the files correctly and upload them to the Moodle course for this unit. Make sure that you complete and submit the cover page each time you submit your work for a Summative Assessment.
Feedback and results
You will receive supportive feedback about your work for your Summative Assessments.See the International Student Handbook for the College’s policies on resubmissions and appeals. You can always talk to your trainer about the feedback and your progress.
Section A: Knowledge Activity
Objective: To provide you with an opportunity to show you have the required knowledge for this unit.
The completion of the following activity will enable you to demonstrate your skills of:3. Monitor, adjust and review customer service3.3Develop resources effectively to provide quality products and services to customers
Performance
Evidence
develop physical resources to support quality customer service delivery.The completion of the following activity will enable you to demonstrate your knowledge of:
explain techniques for solving complaints including the principles and techniques involved in the management and organization of:
  • customer behaviour
  • customer needs research
  • customer relations
  • ongoing product and/or service quality
  • problem identification and resolution
  • quality customer service delivery
  • record keeping and management methods
  • strategies for monitoring, managing and introducing ways to improve customer service relationships
  • strategies to obtain customer feedback.
Answer each question in as much detail as possible, considering your organizational requirements for each one.Background You are employed by Bounce Fitness as their General Manager Marketing. You will find the login details in the Moodle course for the Bounce Fitness website and intranet – http://bounce.precisiongroup.com.au
The documents you will require if you are using the simulated business Bounce
Fitness can be found on the Bounce Fitness website:
  • Procedures tab / Administrative Procedures / Style Guide
  • Infrastructure tab / Current Projects folder / Bounce Fitness Corporate Marketing Plan
  • Infrastructure tab / Business Strategy and Planning documents
  • Policies tab / Customer Relationship Management
  • Procedures tab / Customer Relationship Management
  • Documents tab / Customer Relationship Management
  • Performance tab / Cairns Centre / Cairns Staff, Cairns Complaints, Cairns Customer Satisfaction Survey Results

Be sure to check out the other documents to get information on the business. You may need to conduct further research.

The Bounce Fitness CEO has asked you to consider the quality of Bounce Fitness’s customer service by undertaking a series of tasks. To ensure you do a really good job, you have decided to prepare a manual called Customer Service Principles and Techniques which could be used so all staff members understand the principles and techniques used to organise and manage how customer service at Bounce Fitness. You do this by preparing information covering all of the following terms. Ensure you refer to the Bounce Fitness Style Guide about how to set out this manual using a Report format.

Prepare a brief Purpose statement at the beginning document explaining the document’s purpose (20-50 words)

  1. Customer behavior (20-50 words)
  2. Customer needs research methods (50-100 words)
  3. Customer relations (10-30 words)
  4. Ongoing product and/or service quality (30-50 words)
  5. Problem identification and resolution strategies (50-100 words)
  6. Quality customer service delivery (30-70 words)
  7. Record keeping and management methods (30-100 words)
  8. Strategies for monitoring, managing and introducing ways to improve customer service relationships (50-100 words)
  9. Strategies to obtain customer feedback (50-100 words)
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