Crown Institute of Business and Technology Pty Ltd ABN 86 116 018 412 National Provider No:

91371CRICOS Provider Code: 02870D

North Sydney Campus: 116 Pacific Highway North Sydney NSW 2060 P 02 9955 0488 F 02
99553888
Sydney CBD Campus: Level 5, 303 Pitt St Sydney NSW 2000 P 02 8959 6340 F 02
99553888

BSBCUS501 Manage Quality Customer Service

Assessment Task 1 Scenarios

Part A Scenario 1

Read the case study scenario below, and complete the task that follows.

A customer service plan is initiated at Olym Gas Supplies after a customer survey
identifies the following quality service gaps:
Delivery time of new cylinders to consumers averages 1.5 days over the
benchmarked standards.

An unknown number of phone inquiries have been missed due to the single-line
phone system.

Repeat business represents 48 per cent of business. This is below the required
standard of 75 per cent.

Olym customers are very happy with the price of gas. On average it is 12 per
cent lower than the competition.

The service plan includes a recommendation to install a better phone system

that could handle up to four lines, and a review of the delivery schedule process.

You are required to:

1. Explain how the two measures recommended by Olym show concern for
customer needs.

2. Describe any further recommendations you would make to Olym management to

ensure the plans achieve the quality, time and cost specifications of the
customer.

Scenario 2
Read the case study scenario below, and complete the task that follows.
A customer who purchased a blender has returned it to the shop. She is very
upset, but as she speaks little English, it is difficult for the customer service staf
member to understand what she is saying. In addition, the blender looks as if it
has been used a number of times. It is not in its sale box. The customer service

BSBCUS501 - Ass Task 1 Scenarios v1.01 Page 1 of 8

 Crown Institute of Business and Technology Pty Ltd ABN 86 116 018 412 National Provider No:
91371CRICOS Provider Code: 02870D
North Sydney Campus: 116 Pacific Highway North Sydney NSW 2060 P 02 9955 0488 F 02
99553888
Sydney CBD Campus: Level 5, 303 Pitt St Sydney NSW 2000 P 02 8959 6340 F 02
99553888

staf member shows the woman a receipt and, through hand signs and body
language, asks whether the customer has one for the blender. The customer
does not have a receipt. It seems that the woman wants her money back and
does not know that the shop only provides refunds if a product has not been
used, although they will give a voucher for the same amount of money or
exchange a faulty product. Meanwhile, the situation is attracting attention from
other customers.

You are required to:

List the strategies you would use as a manager to resolve the situation and to
follow up with the customer service staf member.

Scenario 3
Read the case study, and then complete the tasks that follow.

An urban-based training provider, City Training, was contacted by the rural fire
service to conduct a training needs analysis of their volunteer base. The contract
was potentially worth tens of thousands of dollars, and well within the expertise
and knowledge of the company's training staf; however, sales executive, Tim,
said it was outside their normal market space but could recommend a competitor
closer to the client. The rural fire commander seemed happy at the time and
hung up. Tim noted his phone number and name on a piece of scrap paper.

You are required to answer following questions:

1. As Tim's manager, explain the steps you would take following this occurrence.
Ensure you answer the following questions in your response:

a) How could you monitor and manage Tims performance with respect to quality
and delivery standards?
b) How would you assist Tim where necessary?

2. What steps would you take to determine how your organisation could deliver the
service to the customer?

Scenario 4
Read the case study below, and complete the tasks that follow.

BSBCUS501 - Ass Task 1 Scenarios v1.01 Page 2 of 8

 Crown Institute of Business and Technology Pty Ltd ABN 86 116 018 412 National Provider No:
91371CRICOS Provider Code: 02870D
North Sydney Campus: 116 Pacific Highway North Sydney NSW 2060 P 02 9955 0488 F 02
99553888
Sydney CBD Campus: Level 5, 303 Pitt St Sydney NSW 2000 P 02 8959 6340 F 02
99553888

Jolly Airlines operates charter and regular flights to rural Australia departing from
Sydney Airport. A large client is Opally Mining Pty Ltd, which uses Jolly's services
on a daily basis. Over recent months, Jolly executives have noticed a reduction in
bookings and identified through their information management system that
Opally Mining bookings are down more than 50 per cent on the same time last
year.

An executive sends an email asking for feedback from his Opally Mining booking
contact. The aim is to determine if the decrease is due to a service problem that
could be addressed in order to regain this business.

Opally's Managing Director calls the next day to provide personal verbal
feedback. On the record of conversation he states:

'I joined the last crew to go out to our site and was appalled at the level of
service given to my staff by your in-flight service personnel. The person in
question joked with customers, often appeared to flirt with my men and seemed
flippant when discussing the aircraft's safety procedures'.
The conversation ends with Jolly agreeing to investigate and get back to Opally's
executives within the next 24 hours.

You are required to answer following questions:

1. Identify the possible underlying service problems that exist at Jolly Airlines.
Consider the extent to which the systems and procedures are afected.
2. Decide upon an approach you would take to correct this problem and improve
the customer service given by Jolly Airline's in-flight service personnel and to
meet Opally's needs.
3. Explain who you would consult with to achieve this outcome.

Scenario 5
Read the case study, and then answer the questions that follow.

Case study
Hans is the manager at Commuter Cycle Centre (CCC). As well as commuter
bicycles, CCC also sells a range of bike accessories and bike touring equipment.
One day, Hans receives a call from a frustrated customer. They had bought their
previous bike and a number of diferent accessories from CCC so returned to
them when they were looking to replace it with a later model. The customer says
that the person who served them did not realise they were a regular customer
and could not answer his questions about the features of diferent models or

BSBCUS501 - Ass Task 1 Scenarios v1.01 Page 3 of 8

 Crown Institute of Business and Technology Pty Ltd ABN 86 116 018 412 National Provider No:
91371CRICOS Provider Code: 02870D
North Sydney Campus: 116 Pacific Highway North Sydney NSW 2060 P 02 9955 0488 F 02
99553888
Sydney CBD Campus: Level 5, 303 Pitt St Sydney NSW 2000 P 02 8959 6340 F 02
99553888

their prices. Hans checks the roster for the day of the customers visit and
realises that the trainee, Sarah, must have been the one to serve the customer.

1. What should Hans say to the customer?

2. How might Hans help Sarah improve her performance?

3. What changes might Hans make to ensure that this does not occur again?

4. What kinds of records might help improve the service ofered to repeat
customers?

Case study (continued)

Hans predecessor had opened two repair outlets within walking distance of busy
railway outlets. These are currently losing money and the owner wants to close
them down. Hans is sure that they could perform much better. Hans schedules a
meeting with Joe, the repair supervisor, to get his view on the situation. Joe says
that he could turn the business around if he was able to provide what his
customers wanted.

5. How might Hans collect feedback from the repair customers? Write a research
plan for Hans, including the questions he should ask and the methods for
collecting it.

6. Develop a customer service plan to help Hans meet the needs of repair
customers. Make some assumptions about the demographics of the target
customer and what they want from a bike repair shop. Include these assumptions
in the plan.

7. What resources might Hans require to deliver the recommendations in the

customer service plan? How should he secure these resources?

Part B

Please answer below questions.

1. An angry client calls your customer service team regarding a recent late delivery
of one of his orders. The problem is escalated to your attention.

BSBCUS501 - Ass Task 1 Scenarios v1.01 Page 4 of 8

 Crown Institute of Business and Technology Pty Ltd ABN 86 116 018 412 National Provider No:
91371CRICOS Provider Code: 02870D
North Sydney Campus: 116 Pacific Highway North Sydney NSW 2060 P 02 9955 0488 F 02
99553888
Sydney CBD Campus: Level 5, 303 Pitt St Sydney NSW 2000 P 02 8959 6340 F 02
99553888

a) Describe the methods you could use when addressing abusive customer
behavior between a client and one of your staf members. Describe the
techniques you could use to improve customer relations.

b) Develop a plan that future staf members could refer to, to maintain a consistent
approach to this behavior.

c) What techniques might you use when dealing with a customer with special
needs?

2. Assume that you are owner of a Travel agency business. A customer appears at
your organisation one morning demanding 'better service from your staf'. What
actions would you take at this point to establish the real needs of the customer?
Consider diferent strategies for identifying and resolving the problem, including
ways of gaining feedback from the customer. Refer to any legislation that you
should consider.

3. With reference to the International Customer Service Institute model for

customer service (TICSI, 2008), describe the ways your organisation monitors its
customers for ongoing customer service quality. Suggest methods your
organisation might use to improve its current systems and monitor and manage
them in the future. (Note: If you are currently not working in any organisation,
you can choose Crown Institute as your organisation and provide your response
on this question accordingly.)

4. Explain how efective records management contributes to the ongoing

improvement of customer service. Consider and refer to the processes currently
used in your organisation. (Note: If you are currently not working in any
organisation, you can choose Crown Institute as your organisation and provide
your response on this question accordingly.)

5. What role do public relations and promotions play in a customer service

strategy?

BSBCUS501 - Ass Task 1 Scenarios v1.01 Page 5 of 8

 Crown Institute of Business and Technology Pty Ltd ABN 86 116 018 412 National Provider No:
91371CRICOS Provider Code: 02870D
North Sydney Campus: 116 Pacific Highway North Sydney NSW 2060 P 02 9955 0488 F 02
99553888
Sydney CBD Campus: Level 5, 303 Pitt St Sydney NSW 2000 P 02 8959 6340 F 02
99553888

Marking Guide
Part-A
Outcomes
Satisfactory
Assessment specification
Yes No

Did the Student submit the required assessment in the

specified timeframes?

Record of performance
Satisfactory
Performance Indicators

Yes No
Did the student

Scenarios-1
1. Satisfy the concerns expressed by Olym Gas
Supplies customers reflect time and quality. They
have expressed satisfaction with cost.
2.A satisfactory response to improve customer
service levels for Olym Gas

BSBCUS501 - Ass Task 1 Scenarios v1.01 Page 6 of 8

 Crown Institute of Business and Technology Pty Ltd ABN 86 116 018 412 National Provider No:
91371CRICOS Provider Code: 02870D
North Sydney Campus: 116 Pacific Highway North Sydney NSW 2060 P 02 9955 0488 F 02
99553888
Sydney CBD Campus: Level 5, 303 Pitt St Sydney NSW 2000 P 02 8959 6340 F 02
99553888

Scenarios-2
1.Provide the list of strategies you would use as a
manager to resolve the situation
2. Provide the steps to follow up with the customer
service staf member to solve the situations.

Scenarios-3
1. Explained the steps youwould take following this
occurrence

2. Performance with respect to quality and delivery

standards?

3. How would you assist Tim where necessary?

4. Identified what steps would you take to determine how

your organisation could deliver the service to the
customer?

Scenarios-4
1. Identify the possible underlying service problems
that exist
at Jolly Airlines.

2. Consider the extent to which the systems and

procedures are afected.

3. Decide upon an approach you would take to correct

this problem and improve the customer service given
by Jolly Airline's in-flight service personnel and to meet
Opally's needs.

4. Explained who you would consult with to achieve this

outcome.

Scenarios-5
1. Identified questions he should ask to get the customer
feedback and the methods for collecting it.

2. Developed a customer service plan to help Hans meet

the needs of repair customers.

BSBCUS501 - Ass Task 1 Scenarios v1.01 Page 7 of 8

 Crown Institute of Business and Technology Pty Ltd ABN 86 116 018 412 National Provider No:
91371CRICOS Provider Code: 02870D
North Sydney Campus: 116 Pacific Highway North Sydney NSW 2060 P 02 9955 0488 F 02
99553888
Sydney CBD Campus: Level 5, 303 Pitt St Sydney NSW 2000 P 02 8959 6340 F 02
99553888

3. Identified, what resources might Hans require to deliver

the recommendations in the customer service plan?
How should he secure these resources

Satisfactory
Performance Indicators
Yes No
Part B

1. Identifiedthe Methods for addressing abusive customer

behavior

2. Developed the customer service plan for staf members

when dealing with customers

3. Identify the various techniques to provide the best customer

service depending on the customers special needs.

Successful
Outcome: Unsuccessful

Assessor name:

Assessor signature:

BSBCUS501 - Ass Task 1 Scenarios v1.01 Page 8 of 8