BSBOPS203 Deliver a Service to Customers - Customer Service Delivery - Assignment Help

Complete the following activities:

Task 2.1      Meet with the customer

Before the Role-Play

Today you have received enquiries from Muhammad Zoran, CEO of Metro Electrics.

Read the case study information provided in Appendix 1, as well as the List of Services that Aus Biz Coaching provides (Appendix 3), to identify the services that may suit the customer.

Read the Customer Service Policy and Procedures (Appendix 2) to ensure that you understand the procedures to be followed, including:

• Managing personal enquiries
• Referring on enquiries that you are unable to respond to
• Recording customer details
• Privacy requirements.
• Personal dress requirements

Schedule a time in week 3 with the trainer and assessor and participate in a customer role-play where a classmate will play the role Muhammad Zoran. The trainer and assessor will evaluate your performance during the Role-Play.

If you are absent from class, it is your responsibility to make alternative arrangements with the trainer and assessor to perform the Role-Play.

During the Role-Play

You will need to:

• Greet the customer in accordance with company policy.
• Listen to the customer’s enquiry to determine the exact nature of the request and ask further questions as required to assist in identifying customer’s needs.
• Establish rapport with the customer and express a genuine interest in their requirements. The customer should feel that you have empathy for your position, and that you are able to communicate well with them.
• Clearly and accurately explain the services offered by Aus Biz Coaching that may be suitable for the customer.
• Respond to questions and provide information to assist the customer in selecting the right option for them.
• Ask the customer about the urgency of their request.
• Identify information that you are unable to immediately provide to the customer and respond in accordance with the Customer Service Policy and procedures.
• Demonstrate effective interpersonal skills including:
  • Using a warm and friendly tone to build rapport
  • Speaking clearly
  • Asking questions clearly and concisely
  • Cleary and accurately responding to questions
  • Use active listening techniques

The customer will have cultural, family or individual differences that you will have to identify and maintain sensitivity towards. It is important that you mention any perceived differences to the customer, and any implications that these may have to service delivery should be discussed.

The customer is interested in the following:

• He is interested in obtaining business coaching for a range of areas including leadership, marketing and time management.
• Muhammad’s is an electrical contracting business. He has a small team of staff.
• He has limited time and would prefer to be able to able to receive coaching for a limited time per week and preferably online.
• He has a limited budget and wants to know if any discounts are available.
• He is interested in starting coaching sessions early next year.
• He would like to read some material prior to the coaching session, and he wants to buy the Business Solutions book.
• He is also interested in finding out about any events that he could attend but doesn’t want to commit to anything at this stage. He is particularly interested in business partnerships.

During the Role-Play, identify any personal limitations in addressing the customer need and seek assistance from the trainer and assessor (who can play the role of the Head Business Coach in the simulated work environment).

Before concluding the Role-Play

Before concluding the meeting, ask for the customer’s details (name, company, position, telephone, email) and record them in the Customer Record Sheet after the meeting (Template -1).

Explain to the customer the key privacy requirements in relation to the recording of customer details. These are set out in the Customer Service Policy and Procedures.

Task 2.2      Provide requested services to customer

Based on the customer’s needs identified through the roleplay, send a formal email to the customer confirming the services.

Write the email according to the email format checklist included in the Customer Service Policy and Procedures. You will need to follow this checklist to ensure that your communication is clear and concise and continues your efforts to build rapport with the customer.

Your email should also confirm the urgency that you have allocated to the customer.

Your email should refer to the service discussed at the meeting, and include details of:

• Summary of service required
• Cost and payment arrangements
• Advice regarding additional information customer requested but you were unable to provide during the meeting. Assume that your manager has advised that a small discount of $50 can be offered to Muhammad.
• Process for purchasing the service
• Advise Muhammad about a possible delay in one of the services (1 week), apologise and provide information about how you will follow up to confirm if the problem has been resolved
• Details of other services the customer also expressed interest in, or that you believe that may interest the customer.

Task 2.3      Update the Customer Record Sheet

Update the document with the details of the response provided to Mohammad. (Template – 1)

Write an email to the Head Business Coach to inform him/her of the changes in the customer record sheet (assume that it will be attached to the email). Ask the Head Business Coach information about the possible delay in the service (see Task 2.3).

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 contents of the attachment.

Attach the updated Customer Record Sheet to the email.

Appendix 1 – Aus Biz Coaching Scenario

Aus Biz Coaching provides business coaching services designed to help clients develop their business vision and achieve desired outcomes.

A range of business coaching services is available, including one to one coaching, one-off strategy sessions, and online group coaching sessions. The company also runs regular events and has recently produced a book aimed at small business owners. The list of services is provided in List of Services.

For the purposes of this assessment, you are employed as a Customer Service and Administration Officer for the company. Your main role is answering client enquiries, booking appointments, invoicing and processing orders and general administration duties.

Today you have received enquiries from Muhammad Zoran, CEO of Metro Electrics

• He is interested in obtaining business coaching for a range of areas including leadership, marketing and time management.
• Muhammad’s is an electrical contracting business. He has a small team of staff.
• He has limited time and would prefer to be able to able to receive coaching for a limited time per week and preferably online.
• He has a limited budget and wants to know if any discounts are available.
• He is interested in starting coaching sessions early next year.
• He would like to read some material prior to the coaching session, and he wants to buy the Business Solutions book.
• He is also interested in finding out about any events that he could attend but doesn’t want to commit to anything at this stage. He is particularly interested in business partnerships.

You are required to discuss the customer’s needs and provide services according to those needs.

Appendix 2 – 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.

Appendix 3 – List of Services

Aus. Biz Coaching

List of Services

One to one business coaching

One to one business coaching is delivered over a number of sessions and is customized to meet a range of business goals, such as increasing business turnover, increasing profits, adding new products or services, working less hours or selling your business.

The initial meeting with you will last 1 to 2 hours. We will then develop a 90-day plan that includes 3 follow up sessions during this time, of 2 hours each.

We can provide ongoing mentoring following the 90-day plan. For example, a meeting every 2 or 3 months, of one to two hours, to discuss and monitor your movement forward.

Cost: $3,000 with additional costs of $500 per meeting for mentoring.

One-off strategy session

The one-off strategy session is designed to focus on the key areas of business that need extra attention. This business strategy session provides clients with the guidance to boost business growth and success.

In just two hours, you will be assisted with getting clear direction and actions for the business that can be immediately implemented.

The intensive 2-hour session will give you a taste of what coaching can do for your business.

Cost $1,000

Online group coaching sessions

Based on meeting, working with, coaching and advising hundreds and hundreds of business and knowing what are the common success factors, Aus. Biz Coaches we have put together an affordable course that provides and overview of business success principles and techniques.

Aus. Biz Coaches offers an 8-week online group coaching sessions to achieve this. The sessions are delivered over the Internet with interactive tools and participants only need to allocate one hour per week to transform their business.

Topics covered will include:

• Setting the right goals for your business, including KPIs
• Business success principles
• Avoiding common mistakes
• Maximising business returns
• Creating more time
• Attracting and retaining quality staff
• Improving business communications
• Attracting referrals
• Generating more clients with low cost and no cost lead generation
• Organising your team
• Leading your team

Cost $1,300

Events

Ongoing events.

Price for all sessions is $295.00 per person.

1 February    Business partnerships. 7.30 pm to 9.30 pm

The aim of this session is to provide you with information about business partnerships and whether to go into them.

2 April            Business structure. 7.30 pm to 9.30 pm

This session aims to inform you about optimum business structures within your business, including how to form teams and what the optimal numbers within teams are.

3 July Talent management 7.30 pm to 9.30 pm

This session is aimed at assisting you to develop talented professionals within your organization and to implement formal systems of talent management.

30 October   Business basics 7.30 pm to 9.30 pm

The aim of this session is to provide information about the foundations for business success, including how to generate leads, finding excellent staff and cash flow basics.

15 December           Social media marketing 7.30 pm to 9.30 pm

The aim of this session is to provide information about social media marketing and how to harness its benefits to market your business and generate increased sales.

Publications

Solutions for Business Success

This book is designed for small business owners.

Find out how to make your business a success with step by step instructions to achieve your business vision and goals.

A number of tools to assist with planning are also included, including a Business Plan template and profit calculator.

Price $159.00

All services are to be paid by credit card or by direct bank transfer.

On confirmation of services, an invoice should be provided to the customer.

All invoices should be paid immediately to confirm services.