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BSBCUS401

Coordinate implementation of
customer service strategies
Instructor Workbook
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Activities
Activity 1A
Estimated Time 20 Minutes
Objective To provide you with an opportunity to clarify and accurately assess customer
needs using appropriate communication techniques.
Activity Individually, or in small groups, answer the following questions:

Why should you look after the needs of the customer?

You should look after the customer’s needs to promote good business and a
quality of service.

List three needs that a customer may have.

Answers will vary but should include the following:

 Accuracy of information
 Advice or general information
 Complaints
 Fairness/politeness
 Further information
 Making an appointment
 Prices/value
 Purchasing organisation’s products and services
 Returning organisation’s products and services
 Specific information.

List three communication techniques that a business may use to assess


customer needs.

Answers will vary but should include the following:

 Analysing customer satisfaction surveys


 Analysing quality assurance data
 Conducting interviews
 Consultation methods, techniques and protocols
 Making recommendations
 Obtaining management decisions
 Questioning
 Seeking feedback to confirm understanding
 Summarising and paraphrasing.
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Activity 1B
Estimated Time 15 Minutes
Objective To provide you with an opportunity to diagnose problems matching service
delivery to customers and develop options for improved service within
organisational requirements.
Activity Individually, or in small groups, answer the following questions:

Should you treat all customers the same?

Yes.

If you are looking to make improvements to services/products what do you


need to consider?

You need to consider your organisational requirements.

Name two possible requirements that your organisation may have.

Answers will vary but can include the following:

 Access and equity principles and practice


 Anti- discrimination and related policy
 Confidentiality and security requirements
 Ethical standards
 Legal and organisational policies, guidelines and requirements
 OHS policies, procedures and programs
 Quality and continuous improvement processes and standards
 Quality assurance and/or procedures manuals
 Pricing and discount policies
 Payment and delivery options
 Replacement and refund policy and procedures.
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Activity 1C
Estimated Time 10 Minutes
Objective To provide you with an opportunity to provide relevant and constructive advice
to promote the improvement of customer service delivery.
Activity Individually, or in small groups, answer the following questions:

How should you proceed when informing personnel of changes to customer


service processes that they have used for some time?

You should explain the changes sensitively and with caution/care.

Why should you do this?

If the processes have been in place for some time, it may meet resistance and it
could appear to be de-constructive to them.
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Activity 1D
Estimated Time 15 Minutes
Objective To provide you with an opportunity to use business technology and/or online
services to structure and present information on customer service needs.
Activity Individually, or in small groups, answer the following questions:

Who needs to know your organisation’s customer services and terms and
conditions?

Both personnel within your organisation and your customers.

List two methods that you could make your customers aware of your
organisation’s services and/or products.

Answers will vary and may include the following:

 By telephone
 Faxing information
 Emailing information
 Posting printed information
 Your organisation’s website.

Name three online services that an organisation can have for their customers to
use.

Answers will vary but should include the following:

 Access to product database by customers online


 Access to purchase, delivery and account records
 Contact centre
 Online ordering
 Online payments
 Online registration
 Quick/reasonable response
 Two- way communication online.
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Activity 2A Summative Assessments


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 Guide. You should complete these as stated below and as instructed by
your trainer/assessor.

Skills, knowledge and performance may be termed as:

 Skills – skill requirements, required skills, essential skills, foundation skills

 Knowledge – knowledge requirements, required knowledge, essential knowledge,


knowledge evidence

 Performance – evidence requirements, critical aspects of assessment, performance


evidence.

Section A: Skills Activity


The Skills Activity is designed to be a series of demonstrative tasks that should be assessed by
observation (by the assessor or third party, depending on the circumstances).

It will demonstrate all of the skills required for this unit of competency – your assessor will provide
further instructions to you, if necessary.

Section B: Knowledge Activity (Q & A)


The Knowledge Activity is designed to be a verbal questionnaire where the assessor asks you a series
of questions to confirm your competency for all of the required knowledge in the unit of
competency.

Section C: Performance Activity


The Performance Activity is designed to be a practical activity performed either in the workplace or a
simulated environment. You should demonstrate the required practical tasks for the unit of
competency and be observed by the assessor and/or third party, as applicable to the situation. If the
third party is required to observe you, you will need to make the required arrangements with them.

If necessary for the activities, you should attached completed written answers, portfolios or any
evidence of competency to this workbook.
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Section A: Skills Activity


Objective: To provide you with an opportunity to show you have the required skills for this unit.

This activity will enable you to demonstrate the following skills:

Reading
 Reviews and analyses documents to identify information relevant to a specific presentation

Writing
 Develops material to convey ideas and information to target audience in an engaging way

Oral Communication
 Presents information using words and non-verbal features appropriate to the audience and
context
 Uses listening and questioning techniques to gather information required to develop or
modify presentations
 Interprets audience reactions and changes words or non-verbal features accordingly

Interact with others


 Selects and uses appropriate conventions and protocols to encourage interaction or to
present information
 Demonstrates sophisticated control over oral, visual and written formats, drawing on a
range of communication practices to achieve goals
 Recognises the need to alter personal communication style in response to the needs or
expectations of others

Get the work done


 Takes responsibility for planning, sequencing and prioritising tasks and own workload to
achieve outcomes
 Uses feedback from others, analytical and lateral thinking to review current practices and
develop new ideas
 Uses the main features and functions of digital tools to complete work tasks

Answer the activity in as much detail as possible, considering your organisational requirements.

In relation to a presentation that you will be delivering, read and interpret any relevant
information that will inform you provide you with information regarding the target audience.

Based on the information you have found regarding the target audience, develop a range of
information that can be presented and will engage participants.

1. In relation to a presentation that you will be delivering, read and interpret any relevant
information that will inform you provide you with information regarding the target audience.

2. Based on the information you have found regarding the target audience, develop a range of
information that can be presented and will engage participants.

3. Using the information that you have developed, deliver a presentation within a workplace
environment or to fellow learners. You must demonstrate:
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 The use of verbal and non-verbal communication


 Listening and questioning techniques in order to improve your delivery
 The ability to interpret audience reactions and change presentation delivery as required.

4. During the delivery of the presentation, demonstrate how you have encouraged and
facilitated interaction with participants and between participants through the following:

 The use of appropriate conventions and protocols


 The use of oral, visual and written formats
 Recognising the need to alter personal communication style in response to the needs or
expectations of others.

5. How have you planned, sequenced and prioritised tasks into your own workload during the
development the presentation?

6. Describe how you have used feedback from others, and used analytical and lateral thinking to
review current practices and develop new ideas.

7. Demonstrate how you have used digital tools in the development and delivery of your
presentation.
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Summative Assessments: Section A checklist


This should be used by the trainer/assessor to document the learner’s skills, knowledge and
performance as relevant to the summative assessment. Indicate in the table below if the learner is
deemed satisfactory (S) or not satisfactory (NS) for the activity or if reassessment is required.

Learner’s name
Assessor’s name
Unit of Competence
(Code and Title)
Date(s) of assessment

Has the activity been answered and performed fully, as required to assess the Yes No
competency of the learner? (Please circle)

Has sufficient evidence and information been provided by the learner for the Yes No
activity? (Please circle)

Comments

Provide your comments here:

The learner’s
Not yet satisfactory Satisfactory
performance was:

If not yet satisfactory, date for reassessment:

Feedback to learner:

Learner’s signature
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Assessor’s signature

Section B: Knowledge Activity (Q & A)


Objective: To provide you with an opportunity to show you have the required knowledge for this
unit.

The answers to the following questions will enable you to demonstrate your knowledge of:

 Identifying information collection methods that will support review and feedback of
presentations
 Identifying regulatory and organisational obligations and requirements relevant to presentations
 Describing the principles of effective communication
 Describing the range of presentation aids and materials available to support presentations.

Answer each question in as much detail as possible, considering your organisational requirements
for each one.

1. Explain the use at least two information collection methods that will support review and
feedback of presentations.

2. Identify and explain a variety of regulatory and organisational obligations and requirements
that impact on the delivery of a presentation.

3. What are the 6 Ps of presenting? Explain each.

4. Describe a range of materials that can be used as presentation aids.


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Summative Assessments: Section B checklist


This should be used by the trainer/assessor to document the learner’s skills, knowledge and
performance as relevant to the summative assessment. Indicate in the table below if the learner is
deemed satisfactory (S) or not satisfactory (NS) for the activity or if reassessment is required.

Learner’s name
Assessor’s name
Unit of Competence
(Code and Title)
Date(s) of assessment

Has the activity been answered and performed fully, as required to assess the Yes No
competency of the learner? (Please circle)

Has sufficient evidence and information been provided by the learner for the Yes No
activity? (Please circle)

Comments

Provide your comments here:

The learner’s
Not yet satisfactory Satisfactory
performance was:

If not yet satisfactory, date for reassessment:

Feedback to learner:

Learner’s signature
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Assessor’s signature

Section C: Performance Activity


Objective: To provide you with an opportunity to demonstrate the required performance
elements for this unit.

This activity will enable you to demonstrate the following performance evidence:

 Prepare and deliver presentations related to occupation or area of interest which demonstrate
the use of:
o effective presentation strategies and communication principles
o aids and materials to support the presentation
 Select and implement methods to review the effectiveness of own presentation and document
any changes which would improve future presentations.

Answer the activity in as much detail as possible, considering your organisational requirements.

1. The participants should put together a 5-10 minute presentation for delivery in small groups of
3-4.

The presentation should address the following:

Estimated Time 15 Minutes


Objective To provide you with an opportunity to ensure customer service strategies and
opportunities are promoted to designated individuals and groups.
Activity Individually, or in small groups, answer the following questions:

Who would need to know of any changes in your customer services strategies?

All who are affected by the changes.

List three types of individuals or groups who may be affected.

Answers will vary but can include the following:

 Colleagues
 Committee
 Customers
 External organisation
 Line management
 Supervisor.

List three blocks to progress that a corporate culture may have.

Answers will vary but should include the following:

 Attitudes
 Behaviour
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 Values
 Personalities
 A long-standing, out-dated corporate culture
 Less value placed on customer service
 Lack of understanding of the corporate culture and its impact on
customers.
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Activity 2B
Estimated Time 15 Minutes
Objective To provide you with an opportunity to identify and allocate available budget
resources to fulfil customer service objectives.
Activity Individually, or in small groups, answer the following questions:

What should you do if you need to request resources and budgets to make
changes?

You should compile a business case and put together a report with the proposed
changes.

You should organise the required meetings with your superiors to request the
changes to be made, and the resources and budgets to do this.

How should you prioritise your changes?

You should make important changes first, such as changes to legislation.

Name two service expectations that customers will require?

Answers may very but should include:

 Reliability
 Durability
 Functionality
 Performance
 Reasonable cost for a good service/product.
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Activity 2C
Estimated Time 15 Minutes
Objective To provide you with an opportunity to promptly action procedures to resolve
customer difficulties and complaints within organisational requirements.
Activity Individually, or in small groups, answer the following questions:

Should an organisation have a complaints procedure in place if they are dealing


with customers?

Yes.

List four different complaints that a customer may have.

Answers will vary but should include the following:

 Administrative errors such as incorrect invoices or prices


 Customer satisfaction with service quality
 Damaged goods or goods not delivered
 Delivery errors
 Products not delivered on time
 Service errors
 Specific e-business problems and issues:
o difficulty accessing services
o inactive links
o not appreciating differing hardware and software
o services not available
o supply errors such as incorrect product delivered
o time taken to access services
o unfriendly website design
o website faults
 Warehouse or store room errors such as incorrect product delivered.
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Activity 2D
Estimated Time 10 Minutes
Objective To provide you with an opportunity to ensure that decisions to implement
strategies are taken in consultation with designated individuals and groups.
Activity Individually, or in small groups, answer the following questions:

Who should be involved in the consultation process?

Person(s) who need to be involved and who can make the decisions on the
changes within your organisation.

Name three customer service strategies that may need changing.

Answers will vary and can include the following:

 Courtesy/politeness
 Delivery times
 Merchandise characteristics
 Price offers
 Product/refund guarantees
 Product/service availability.
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Activity 3A
Estimated Time 15 Minutes
Objective To provide you with an opportunity to review client satisfaction with service
delivery using verifiable data in accordance with organisational requirements;
and identify and report changes necessary to maintain service standards to
designated individuals and groups.
Activity Individually, or in small groups, answer the following questions:

How can you review the changes made to your customer service?

 You can look at the data to verify how well your services/products have been
doing
 You can ask the customers how they have found the changes
 You can ask your organisation’s personnel how they have found working with
the new changes
 You can compare customer complaints with the previous period before the
changes were made.

How should you present your findings?

You should compile a report with the data/information presented clearly, and let
the relevant person(s) see the report.
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Activity 3B
Estimated Time 10 Minutes
Objective To provide you with an opportunity to prepare conclusions and
recommendations from verifiable evidence and provide constructive advice on
future directions of client service strategies.
Activity Individually, or in small groups, answer the following questions:

How would you make your conclusions from the changes made to your
organisation’s customer services?

You should analyse the data and read the information in your report to make your
conclusions.

What should you do after reaching your conclusions?

You should make any recommendations and provide constructive advice on how
to improve on the changes. You should report your findings and recommendations
to the relevant person(s).
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Activity 3C
Estimated Time 15 Minutes
Objective To provide you with an opportunity to maintain systems, records and reporting
procedures to compare changes in customer satisfaction.
Activity Individually, or in small groups, answer the following questions:

Why should you maintain systems and records of your organisation’s business
to compare changes?

You should maintain systems and records so that you can analyse information and
compile reports on how your business is performing. This also helps to compare
progress on previous business and any changes that have been made to your
business.

Why is it essential to provide customer satisfaction?

For the success of your organisation’s business.


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Skills and Knowledge Activity


Estimated Time 120 Minutes
Objective To provide you with an opportunity to demonstrate your knowledge of the
foundation skills, knowledge evidence and performance evidence.
Activity Complete the following individually and attach your completed work to your
workbook.

The answers to the following questions will enable you to demonstrate your
knowledge of:

 Identify the needs and priorities of the organisation in delivering services


to customers
 Diagnose problems in delivery of customer service
 Respond to and report on customer feedback and complaints
 Review client satisfaction using verifiable data
 Consult and communicate effectively with relevant people
 Develop and implement strategies and methods to improve customer
service delivery
 Reading skills
 Writing skills
 Oral communication skills
 Numeracy skills
 Navigate the world of work
 Interact with others
 Get the work done
 Outline the principles of customer service
 Explain sources of information and techniques for identifying customer
needs and reviewing customer satisfaction
 Explain the organisational business structure, products and services
related to customer service
 Describe product and service standards and best practice models.

Answer each question in as much detail as possible, considering your


organisational requirements for each one.

All answers will vary depending on the learner and the organisation they work for
but the learner should be able to answer each question competently.

Write a report on your recommendations to improve customer service needs for


an organisation. You should include the following in your report:

 How you assessed the customer service needs and the communication
techniques used to do this
 How your current business structure and products and/or services are
currently working
 The problems you found and how you plan to resolve these
 The implementation schedules for your proposed changes and
identifying the budget resources needed
 Identifying the best practice models for your organisation
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 How the proposed changes will affect your organisation’s products


and/or service standards.

Explain briefly who you would present your findings to and how you would
propose to make your presentation(s).

Answers will vary depending upon the learner but should show a thorough
understanding of the skills and knowledge required for this unit.
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Major Activity
Estimated Time 90 Minutes
Objective To provide you with an opportunity to demonstrate your knowledge of the
entire unit.
Activity This is a major activity – you should let the learners know whether they will
complete it during class or in their own time.

Completed answers should be attached to the workbook.

They must individually, answer the following questions in full to show their
competency of each element:
1. Advise on customer service needs
2. Support implementation of customer service strategies
3. Evaluate and report on customer service

1. Explain how you would advise on customer service needs within your
organisation by answering the following:

 Why you would need to clarify and accurately assess customer needs
using the appropriate communication techniques
 Why you would need to diagnose problems matching service delivery to
customers and develop options for improved service within
organisational requirements
 Why you would need to provide relevant and constructive advice to
promote the improvement of customer service delivery
 Why you would need to use business technology and/or online services
to structure and present information on customer service needs.

To advise on customer service needs you should:

 Fully understand the needs of the customer


 Fully understand the problems with service delivery so that the required
improvements to customer services can be proposed
 Explain to the relevant person(s) within your organisation why there are
needs to improve your customer services so that it is clear to all which
improvements are needed
 Provide the correct information to your personnel and customers.

2. How would you support the implementation of customer service strategies


for any proposed changes?

Include the following information in your answer:

 Customer service strategies and opportunities promoted to designated


individuals and groups
 Budget resources to fulfil customer service objectives
 Procedures to resolve customer difficulties and complaints within
organisational requirements
 Implement strategies in consultation with designated individuals and
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groups.

You should support the implementation of customer service strategies for any
proposed changes by:

 Promoting/informing all designated person(s)/groups of the customer


service strategies proposed
 Identifying any budget resources that you may need and allocating this in
the best way to fulfil your customer service objectives
 Promptly action the needed procedures to resolve any customer
difficulties/complaints to your organisational requirements
 Making sure that decisions to implement strategies are taken in
consultation with the appropriate persons.

3. How would you then evaluate and report on your organisation’s customer
services?

Include the following information in your answer:

 Client satisfaction with service delivery in accordance with


organisational requirements
 Maintaining service standards to designated individuals and groups
 Conclusions and recommendations and future directions of client
service strategies
 Systems, records and reporting procedures for customer satisfaction.

You should evaluate and report on your organisation’s customer services by:

 Reviewing client satisfaction with service delivery using verifiable data in


accordance with organisational requirements
 Identifying and reporting the changes necessary to maintain service
standards to designated individuals and groups
 Preparing conclusions and recommendations from verifiable evidence and
providing constructive advice on future directions of client service
strategies
 Maintaining systems, records and reporting procedures to compare
changes in customer satisfaction.

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