Activity –Monitor, adjust and review customer service

Objective: To provide you with an opportunity to demonstrate the required

performance elements for this unit.

1. Create a list of at least 10 physical resources that are used within your organisation
or place of work that contribute to providing quality customer service.

Following are the physical resources at my workplace (Burger King) that provides the good
quality customer service:
1. Telephone
2. Computer
3. Headset
4. Fridge
5. Burner
6. Food
7. Packets
8. Tissues
9. Sauces
10. Dining tables

2. Summarise your organisation’s policies and procedure for the management and
storage of records and reports.
In our organization the records are kept highly confidential. Only the authorized person
are given access to the records. Any unauthorized persons are strictly prohibited to check
the records. They are managed electrinically in the computer system. They actually have
a headoffice where the records are sent regarding the sales fiures as well as the employee
data etc. The headoffice manages the records and the various types of reports that are
necessary to be kept for long times.

3. Complete, the following tasks within your organisation :

 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.

Completing these tasks may be linked i.e. developing, implementing and reviewing
one customer service strategy or may be completed as individual tasks.

4. A colleague is struggling to meet the organisational requirement of handling a

customer call in no more than 10 minutes without feeling like she is rushing the
conversation. How may you be able to help her meet the organisational standards
whilst still providing excellent customer service?
The phone calls are usually used by the organizations to take orders. The aim of the
organization is to take huge number of orders in the short period of time so that the sales can
be maximized. The increase in the number of sales can give extra profits to the business. So,
it is the organizational policy to complete the calls within 10 minutes and they should not be
longer than that because it would result in the loss of other customers who are trying to place
their orders. Hence, the colleague can first greet the customer nicely and then ask the
customer what the like to buy and listen to them clearly rather than talking. She can provide
various offers that are going on to the customers in order to take the customer order. This
would save the time and the customer would get a better offer.

5. Provide an overview of no more than 200 words on customer relationship

management.
Customers are the most important element in a business. Without customers there is no
business that can take place. There is no point of selling the products or services in the
market if there is not a single buyer of them. It is verym important to maintain the healthy
relationships with the customers. If the customers are happy with the quality of the product or
service, they would come again and place their order but if even once they do not get the
service qualit that they have piad the money for, they would not like to come and stay here.

6. Explain a time from previous working experience or within your current role where
you have monitored feedback and used it to influence change in order to meet
product and/or service standards.
While working in the Burger King, as I was the manager and I had the access to the customer
feedback. Once, it was the requirement of the head office to take the customer feedback. The
feedback was taken online through the website by providing a promotional offer that at the
end of the feedback form they would get a discount code which they can use to get discount
on their next order. So most of the people got motivate to provide their feedback due to the
discount code. The sales staff was given instructions to tell customers to go on the website
and fil up the feedback form to get the discount code. This feedback was reviewed and the
positive things were maintained in the service and the negative comments were answered up
by removing the things from the services which the customer do not like.

7. Explain an instance where you have used time effectively to provide high-quality
products and services to customers.
As I was working in Burger King which is the fast food service provider, so the time holds a
great place in the service. The customers expect their order to be processed within a few
minutes and the staff is working toward the achievemnet of the goal to provide the quick
service. They have a drive thru as well where the customers can place their orders over the
headset and they can be entered into the system and by the time the car reaches the window,
their order is ready and the money is taken by the staff member and the order is provided.
Once, the headset was broken down and it was very difficult to take the orders through
headset so at that time I put staff out side the restaurant, they were taking the orders maually
using a pen and paper and then tell the staff inside the restaurant to prepare the food. This
was the time when I managed the time effectively to provide a high quality service to the
customers.

8. Outline an effective decision-making process.

An effective decision making process consists of the following steps which are described
below:
1. Identification of the decision
2. Gathering the relevant information
3. Identification of the alternatives
4. Weighting the evidence
5. Choosing among the alternatives
6. Taking action
7. Reviewing the decision
8. List 3 appropriate individuals or groups that you may involve in the decision-
making process.
A decision making process may include the following groups or individuals:
 Managers
 Employees
 Customers

9. What do the Australian Privacy Principles which are found under schedule 1 of The
Australian Privacy Act 1988 cover?
The schedule 1 of the Australian Privacy Act 1988 cover the privacy principles. It provides
the privacy principles about the privacy of the personal information which guides the
companies about how to manage the personal information. It also provides the principles
about the collection of personal information that also includes the unsolicited personal
information. There are also principles regarding the notification of the collection of personal
information as well as direct marketing and the cross border disclosure of the personal
information. The principles are also about the quality of personal information as well as the
security, access and correction of the personal information.