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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:
You should look after the customer’s needs to promote good business and a
quality of service.
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.
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:
Yes.
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:
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?
List two methods that you could make your customers aware of your
organisation’s services and/or products.
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.
It will demonstrate all of the skills required for this unit of competency – your assessor will provide
further instructions to you, if necessary.
If necessary for the activities, you should attached completed written answers, portfolios or any
evidence of competency to this workbook.
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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
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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4. During the delivery of the presentation, demonstrate how you have encouraged and
facilitated interaction with participants and between participants through the following:
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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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
The learner’s
Not yet satisfactory Satisfactory
performance was:
Feedback to learner:
Learner’s signature
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Assessor’s signature
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.
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
The learner’s
Not yet satisfactory Satisfactory
performance was:
Feedback to learner:
Learner’s signature
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Assessor’s signature
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.
Who would need to know of any changes in your customer services strategies?
Colleagues
Committee
Customers
External organisation
Line management
Supervisor.
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.
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:
Yes.
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:
Person(s) who need to be involved and who can make the decisions on the
changes within your organisation.
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.
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.
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.
The answers to the following questions will enable you to demonstrate your
knowledge of:
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.
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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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.
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.
groups.
You should support the implementation of customer service strategies for any
proposed changes by:
3. How would you then evaluate and report on your organisation’s customer
services?
You should evaluate and report on your organisation’s customer services by: