...Case Study 1. What should Hans say to the customer? Firstly, Hans should apologise to the customer for any misunderstanding and then thank them for bringing it to his attention. Explain that the staff member that served them is a trainee and is still learning the business. Assure the customer that the trainee will continue her training, and will focus on the pricing and features of the different bike models. Hans could then offer the customer a discount or free item or service on his/her next visit, as an incentive to continue doing business with his store. It may be prudent to inform the customer that his business and feedback are highly valued, and end the conversation with an informal invitation to return; i.e. “I look forward to seeing you soon.” Or “On your next visit, perhaps I could show you our latest product/s.” 2. How might Hans help Sarah improve her performance? Hans should provide further training, focusing on the areas that she is having trouble with; i.e. bike model features and the prices. Hans could provide a manufacturers catalogue for study purposes, something that Sarah could refer back to when required. If there are several staff working together, Sarah could be shadowed by a more senior staff member that could step in and help if it appeared that she was having trouble. A performance development plan would also be a viable tool for monitoring her performance outcome and highlight any areas that require improvement. In this plan, Hans can highlight...
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...expectations. 4. Arrange to meet with your manager (assessor) to receive performance data and feedback from customers. 5. Discuss issues and possible solutions with your manager. 6. Analyse performance data and customer feedback to indentify systemic customer service issues and trends. 7. Prepare a 1–2 page report containing recommendations for organisation-wide customer service improvement. The report should contain: a. 3–4 recommendations b. A rationale for each recommendation based on your knowledge of: i. problem identification and resolution ii. managing customer service and customer relationships iii. managing quality customer service delivery Version: 1 Page 6 of 7 BSBCUS501C Manage quality customer service iv. procuring appropriate technology to address customer needs. 8. Submit all documents to your assessor as per the specifications below. Ensure...
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...1st Edition Student Workbook BSBCUS501C Manage quality customer service 1st Edition 2011 Part of a suite of support materials for the BSB07 Business Services Training Package Copyright and Trade Mark Statement © 2011 Innovation and Business Industry Skills Council Ltd All rights reserved. Apart from any use permitted under the Copyright Act 1968, no part of this publication may be reproduced, stored in a retrieval system, or transmitted, in any form or by any means, electronic, mechanical, photocopying, or otherwise, without written permission from the publisher, Innovation and Business Industry Skills Council Ltd (‘IBSA’). Use of this work for purposes other than those indicated above, requires the prior written permission of IBSA. Requests should be addressed to Product Development Manager, IBSA, Level 11, 176 Wellington Pde, East Melbourne VIC 3002 or email sales@ibsa.org.au. ‘Innovation and Business Skills Australia’, ‘IBSA’ and the IBSA logo are trade marks of IBSA. Disclaimer Care has been taken in the preparation of the material in this document, but, to the extent permitted by law, IBSA and the original developer do not warrant that any licensing or registration requirements specified in this document are either complete or up-to-date for your State or Territory or that the information contained in this document is error-free or fit for any particular purpose. To the extent permitted by law, IBSA and the original developer do not accept any liability...
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...( ) Student Workbook BSBCUS501C Manage quality customer service 1st Edition 2011 Part of a suite of support materials for the 8S807 Business Services Training Package -_._-_._ . Copyright and Trade Mark Statement @ 20i1lnnovation and Business Industry Skills Council Ltd All rights reserved. Apart from any use permitted under the Copyright Act 1968, no part of this publication may be reproduced, stored in a retrieval system, or transmitted, In any form or by any means, electronic, mechanical, photocopying, or otherwise, without written permission from the publisher, Innovation and Business Industry Skills Council Ltd ('IBSA'). Use of this work for purposes other than those Indicated above, requires the prior written permission of IBSA. Requests should be addressed to Product Development Manager, IBSA, Level 11, 176 Wellington Pde, East Melbourne VIC 3002 or email sa/es@lbsa.org.au. 'Innovation and Business Skills Australia', 'IBSA' and the IBSA logo are trade marks of IBSA. Disclaimer - Care has been taken in the preparation of the material In this document. 'but; to the extent permitted by_law, IBSA and the original developer do not warrant that any IIcerislng or registration requirements specified in this- document are either complete or up-to-date for your State or Territory or that the information contained in this docum-ent is error-free or fit for any particular purpose. To the extent...
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...BSBCUS501C Manage Quality Customer Service Assessment 1 – Project: Morning Star Bakery case study Customer service plan 1. Introduction: Morning Star Bakery is a long term established bakery located in Strathfield. Morning Star started with a traditional business model of hot bread shop, which is composed of on-site manufacturing and bread retailing. With over 35 years in the market serving fresh and quality bread to customers. 2. Business Overview: Morning Star Bakery adopted the emerging business model of café bakery and started serving coffee, variety of tea, soft drinks and assorted snacks such as sausage roll, meat pies and croissants. 3. Mission Statement: We provide the fresh and quality bakery to our customer every day. 4. Vision Statement: To be number one in bakery industry in Strathfield. 5. Product Standards Product Standards for Morning Star | | Teas | Coffees | Juices/Smoothies | Description of standard | Variety of teas with premium grade. | Intention all the processes. | Fresh every day and more health. | Category | beverage | beverage | beverage | Pricing (range) | $4 | Small $ 3Large $ 4 | Small $ 6.5Large $ 7.5 | Product Standards for Morning Star | | Buns | Breads | Snacks | Description of standard | Fresh every day. | Fresh every day. | Fresh every day. | Category | Food | Food | Food | Pricing (range) | $1.8-4.00 | $1.30-6.00 | $1.8-4.00 | 6. Customer definition * Internal Customer: An internal...
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...Assessment Coversheet ------------------------------------------------- Last name: Jayswal ------------------------------------------------- First name: Manush ------------------------------------------------- WIN ID: 150007 Student contact phone number: 0412535700 ------------------------------------------------- Student email: Jayswalmanush@gmail.com ------------------------------------------------- Unit of study code: BSBCUS501C ------------------------------------------------- Unit of study name: Manage quality customer service ------------------------------------------------- Unit of Study Trainer: Deyaco ------------------------------------------------- Assessment title and Number: Task1 ------------------------------------------------- Due date: XX/XX/XXXX – OR – ------------------------------------------------- I have been granted an extension/Special Consideration until XX/XX/XXXX ------------------------------------------------- Time & date submitted: HR:MIN AM / PM XX/XX/XXXX ------------------------------------------------- Academic Honesty All forms of plagiarism and unauthorised collusion are regarded as academic dishonesty by WIN, resulting in penalties including failure of the unit of study and possible disciplinary action. In submitting this assessment, I acknowledge the following: * I have read and understood WIN's Plagiarism Policy 2014 on page 21 at (http://www.win.edu.au/image...
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...Question 1: Assess your personal knowledge and skills against competency standards such as enterprise specific competencies or nationally endorsed units of competency. My qualification/s and or transcript/s | Qualification/s cover these courses and or units delivered by MOM | My experience as describedbelow and can be verified | Experience Covers these courses and or units delivered by MOM | CHC60202 Advance Diploma of Children services | CHC30712 Certificate III in Children Services CHC50908 Diploma of Children ServicesCHC60208 Advance Diploma of Children ServicesCHC41212 Certificate IV in Children Services (OSHC)CHC51012 Diploma in Children Services (OSHC)CHC30812 Certificate III in Education Support (following units only) * HLTOHS300B - Contribute to OHS processes * CHCCHILD401A - Identify and respond to children and young people at risk * CHCCN301B - Ensure the health and safety of children * CHCCN302A - Provide care for children * CHCIC301E - Interact effectively with children * HLTFA301C - Apply first aid * HLTHIR403C - Work effectively with culturally diverse clients and co-workers | I worked in the Child care industry for 16 years before becoming a Trainer and Assessor for the last 4 yearsMy duties over this time included working as an assistant , group leader, casual float as well as a Director, My skills include * Working with children, all age groups including children in OSHC up to 12 years old. * OHS procedures * Working with families...
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