BSBOPS203 Deliver a Service to Customers - Process Customer Feedback - Assignment Help

Task 3 – Process Customer Feedback

Task summary and instructions
What is this assessment task about?	In this task, we are going to use the same scenario used in Task 2 of the unit. You are employed as a Customer Service and Administration Officer for the company named ‘Aus Biz’. Your main role is answering client enquiries, booking appointments, invoicing and processing orders and general administration duties. In this assessment, you are required you to seek and record feedback from the customer you provided services to in Assessment Task 2. To complete this task, please refer to: o   Appendix 1 – Customer Service Policy and Procedures o   Template 1 – Feedback Register This task comprises of the following assessment methods: o   Product-based ☐ o   Direct observation of Role-Play ☐ o   Case Study ☒ o   Other (specify) ☐ It has been designed to evaluate your ability to/competency in: ·         Identify opportunities to enhance the quality of service and products, and take action to improve the service ·         Seek customer feedback and handle according to organisational and legislative requirements ·         Record feedback and communication between customer and the organisation according to organisational requirements ·         Identify any unmet customer needs and discuss suitability of alternative products or services ·         Encourage customers to maintain contact with organisation for future needs You are required to address the following: ·         Task 3.1 Customer feedback o   Email customer for getting their feedback ·         Task 3.2 Feedback Register o   Update the customer feedback register to record the customer feedback for improvements ·         Task 3.3 Respond to feedback o   Write a follow-up email to the customer
What do I need to do to complete this task satisfactorily?	·         submit the completed assessment tasks, according to instructions, ·         complete the tasks with sufficient detail and present them in a professional manner, ·         use your own words and reference sources appropriately, ·         meet the word count where required, ·         use the scenario provided, ·         use the templates provided where required, ·         for your performance to be deemed satisfactory in this assessment task you must satisfactorily address all of the assessment criteria, ·         if part of this task is not satisfactorily completed you will be asked to complete further assessment to demonstrate satisfactory performance.
Specifications	You must submit to GOALS ·         Email to customer requesting feedback on the service ·         Updated Customer Feedback Register ·         Email to respond to feedback from customer
Resources and equipment	•         Computer with Internet access •         Access to Microsoft Office suites or similar software •         Learning material •         Scenario for assessment as provided •         Appendices as provided •         Relevant policies and procedures as provided •         Templates as provided
Re-submission opportunities	You will be provided feedback on your performance by the Assessor. The feedback will indicate if you have satisfactorily addressed the requirements of each part of this task. If any parts of the task are not satisfactorily completed, the assessor will explain why, and provide you written feedback along with guidance on what you must undertake to demonstrate satisfactory performance. Re-assessment attempt(s) will be arranged at a later time and date. You have the right to appeal the outcome of assessment decisions if you feel that you have been dealt with unfairly or have other appropriate grounds for an appeal. You are encouraged to consult with the assessor prior to attempting this task if you do not understand any part of this task or if you have any learning issues or needs that may hinder you when attempting any part of the assessment.

Complete the following activities:

Task 3.1 Customer feedback

Review the Customer Service Policy and Procedures (Appendix 1) about seeking feedback and develop an email that you could send to the customer from Assessment Task 2, seeking feedback about their experience with Aus Biz Coaching.

The text of the email should be in grammatically correct English, written in an appropriate (polite, business-like) style.

It should introduce and summarise the feedback questions that you wish to ask.

Task 3.2 Feedback Register

You have received the following feedback from Muhammad:

• The coaching experience was useful; however, they felt that the instructor was not an expert in his field. He was nervous and he could only answer questions by referring to his notes.
• Tried to call the customer service team twice but the phone line was busy.
• More reference to current events would make the learning more interesting.

Enter the information that you have received from Muhammad, and your follow-up to that, into the Feedback Register.

The Feedback Register will already include feedback from customers collected over the first quarter of the financial year.

Task 3.3 Respond to feedback

Review the feedback provided by Muhammad.

Write an email to Muhammad addressing the following:

• Thank Muhammad for the constructive feedback
• Acknowledge what customer needs were not met
• Identify and outline possible suitability of other products or services that could meet Muhammad’s needs
• Advise Muhammad of what other services he could contact/use in the organisation to meet his needs
• Advise Muhammad of how his feedback has been followed up
• Encourage Muhammad to maintain contact with the organisation to meet his future needs

Appendix 1 – Customer Service Policy and Procedures

Aus Biz Coaching

Customer service policy and procedures

Policy

All members of staff provide services to customers either directly or indirectly, and must meet the needs of customers in a professional and ethical manner with courteous and efficient service.

Aus Biz Coaching is committed to:

• Politeness: the use of good manners in all interactions
• Responsiveness: meet agreed timeframes and follow up on all queries
• Professionalism: being objective and knowledgeable and demonstrating integrity
• Understanding: customers and their business
• Confidentiality: respecting the confidentiality of customer information
• Transparency: processes are clear, consistent, easy to access and documented.

General Principles

Staff will:

demonstrate to the customer at all times respect, courtesy, patience, attentiveness, consideration and sensitivity that is appropriate to the age, culture and linguistic background of the individual or group

• listen to what customers have to say and determine the exact nature of the request
• respond to customer enquiries promptly and efficiently in a timely manner
• act with integrity and honesty when dealing with customers
• make every effort to see customers with appointments on time and advise if delayed
• assist with further enquiries. A contact name, telephone number and an address is to be included in all written correspondence.
• if unavailable or away from the office, return email messages promptly upon returning
• If away from the office for two or more days an “out of office” message is to be left on outlook and the telephone.
• provide the customer with advice and other information that is accurate, clear, concise, reliable and in plain language
• take appropriate action and respond in accordance with organisational policies and procedures with minimal inconvenience to the customer
• adopt fair, lawful and appropriate procedures when making decisions, carrying out activities and performing services
• be sensitive to any language or other communication difficulties experienced by customers when providing advice and other information
• be sensitive to any customers with disabilities when providing advice and other information
• present a positive image of Aus Biz Coaching to the public.

Managing Personal Enquiries

All face to face communication will be conducted in a professional, courteous and concise manner.

Personal dress is seen as important, and should adhere to the following dress code:

• Smart casual in all circumstances.
• Men should wear a jacket and tie. The jacket can be removed when seated.
• Women can wear suits or dresses. Tops should cover all skin between the neck and the top of the trousers or skirt. Shoulders should also be covered.
• Jewellery should be kept to a minimum. Single loop or stud earrings only.
• Covered footwear should be worn at all times.
• Hair should be clean and neat. If it reaches the shoulders, it should be held up in a ponytail.
• Visible tattoos are not permitted.

The following procedure should be followed for personal enquiries.

• Acknowledge and greet the customer with their name.
• Shake hands with the customer.
• Introduce yourself and give your position in the organisation.
• Give the customer a summary of what you know about them and what you hope to achieve at the meeting.
• Confirm with the customer that your understanding of the meeting’s objectives is correct.
• Ask the customer to give any relevant details that will help you to define what Aus Biz Coaching services would be most appropriate for them.
• Work to establish a rapport with the customer.
• Maintain, and express a genuine interest in each customer’s needs.

During every face to face meeting, you are required to demonstrate effective interpersonal and communication skills including:

• Speaking clearly and concisely
• Using effective non-verbal communication skills to encourage audience interest
• Responding to questions
• Asking questions to seek feedback
• Use of active listening techniques to confirm and clarify understanding.

Throughout every meeting, maintain sensitivity to any specific needs and any cultural, family and individual differences that the customer may have, and incorporate these into your behaviour.

Assess whether the customer’s needs are urgent to identify priorities for service delivery.

All face to face meetings should be acknowledged with a follow-up email not later than 48 hours after the meeting has been concluded.

Managing Written Enquiries

All written communication will be clear and concise.

Aus Biz Coaching endeavours to acknowledge receipt of written correspondence:

• email within one working day
• mail within three working days

Where Aus Biz Coaching is writing to a customer in response to an enquiry or other matter, all written correspondence must be finalised in the timelines shown above.

Managing Telephone Enquiries

The following procedure should be followed for telephone enquiries.

• Answer the phone in a timely manner. All telephone calls should be answered on or before the third ring.
• Greet the client with “Good morning or good afternoon”, and then introduce yourself.
• Be warm and friendly
• Speak slowly and clearly
• Be careful with language: slang or jargon is not to be used
• Be positive and helpful: if you don’t know the answer say that you will find out the answer and get back to the customer via telephone or email with the answer.
• Give clear advice to the caller about when the caller can expect a response when calls cannot be fully responded to immediately. This should be within one business day.
• Deal with customers calmly, courteously and patiently, even when the callers are angry, aggressive or distressed. Remain polite and seek help if necessary,
• Answer unattended telephones in the absence of colleagues whenever practical
• Respond to telephone messages within one business day whenever practical
• Change voicemail message(s) when absent from the office for any period of time, for example, external all-day meeting, state or territory based public holiday or leave.

Emails

• Subject field of email is clear and concise. Do not capitalise all letters.
• Relevant recipients identified
• Email includes greeting and name and position
• Email text concise and to the point
• Email checked for spelling and tone before sending. Tone should be warm.

Prioritising customers

In order for operations to be as efficient as possible, Aus Biz Coaching prioritises customers using the following ratings:

1. 1Customers seeking an immediate appointment.

Their request should be actioned within 4 hours.

2. 2Customers seeking appointment in the near future but not immediately or enrolling in an event.

Their request should be actioned within 1 working day.

3. Request for general information.

Requests for general information are important and should be responded to within 2 working days.

Records

A Customer Record Sheet should be filled out for each customer and updated as necessary.

In all of the situations referred to in this policy, adequate documentary records must be made and maintained on the appropriate Aus Biz Coaching file.

Feedback

Aus Biz Coaching welcomes feedback from all of its customers.

Feedback can be provided via email or by letter, or by completing our online feedback from.

Aus Biz Coaching is also committed to actively seeking feedback from customers. When a service has been delivered to a customer, we will send an email to the customer thanking them for using our services and asking them their experience with us. Ask at least four relevant questions relevant to the service they received. Questions could:

• Were you satisfied with the services provided to you? Why or why not?
• Would you recommend us to others? Why or why not?
• What aspect of the services we provided to you did you like best?
• What aspect of the services we provided to you did you like least?
• Do you have any suggestions for improvement?

However, if there were other aspects that you think feedback might be valuable on, include this in the feedback email. Do not include more than six questions.

On receipt of feedback from any source, all feedback is recorded in our Feedback Register. The feedback register is reviewed at regular management meeting and evaluated for any action to be taken.

Where the feedback includes unmet needs, the customer should be contacted directly within 48 hours of the feedback being received, and the suitability of other products or services should be discussed.

Customers should be supported to contact other services if appropriate.

Managing anonymous customer feedback

Customers can provide anonymous feedback to Aus Biz Coaching via the website. This feedback, however, can be difficult to investigate (often staff need to obtain more information from the person providing the feedback) and for obvious reasons it can be impossible to contact the person making the complaint and communicate the findings Aus Biz Coaching.

Aus Biz Coaching will not normally investigate anonymous feedback unless the issue places public safety at risk or raises a serious/legal matter and there is sufficient information in the feedback to carry out an investigation.

Dealing with difficult customers

Aus Biz Coaching staff are expected to treat customers with courtesy and respect at all times and to make every reasonable effort to address the customer’s needs even when the customer is rude or difficult.

Staff must try and put themselves in the customer’s shoes and be empathetic.

Actively listen to what the customer is saying and repeat their concerns to make sure you are addressing the right issue.

Use calm, objective wording. For example, “As I understand, you are quite rightly upset because your book did not arrive in the time we specified.”

Apologise to the customer and present a solution. For example, you could offer a discount on a future service.

All feedback should be recorded.

Where the customer indicates they wish to lodge a formal complaint, outline the complaint procedure as in the company’s complaints handling policy.

Confidentiality and privacy

Aus Biz Coaching is committed to the protection of customer personal information. All dealings with customers must abide by the Privacy Act 1998 and the Australian Privacy Principles contained in the Privacy Act 1998 (CTH) except when qualified by any relevant Codes of Practice, and will underpin all matters related to personal information at Aus Biz Coaching. Aus Biz Coaching also has a Privacy Policy in accordance with that Act.

Privacy Complaints

Individuals who feel that Aus Biz Coaching may have breached their Privacy or Aus. Biz Coaching’s Privacy Policy, are to contact Aus Biz Coaching in writing either by email, fax or letter.