Assessment 1:
Prior to assessment:
• Candidate needs to discuss with assessor for any individual needs.
• Candidate must attain permission to use their work place document or any other type of evidence. They also should discuss with trainer and have all work place documents ready prior to assessment.
Assessment Resource
● Access to a computer lab with Microsoft Office.
Instructions for Candidate
This task requires candidates to demonstrate the ability to plan to meet customer requirements through the development of a customer service plan. You will need to provide the candidates with an electronic copy of the task to enable them to fill out the template electronically.
The candidate will develop a customer service plan for the simulated business ‘Innovative Widgets’. The candidate will gather the background information on the simulated business needed to produce the plan from their Student Workbook, from documentation provided throughout the course, and any supplementary information on the simulated business that you provide. You may want to provide supplementary information to aid learners in completing this assessment covering the following:
● product standards that include:
○ dimensions
○ tolerances
○ pricing
○ material
● policies and procedures for:
○ identifying customer needs that conform to the RATER model
○ responding to customer complaints
○ Managing records and data.
Arrange a time with the candidate to discuss their portfolio of work and establish authenticity.
Performance objective
The candidate will demonstrate the ability to plan to meet customer requirements through the development of a customer service plan.
Assessment description
You will develop a customer service plan for the simulated business ‘Innovative Widgets’. You will gather the background information on the simulated business from your Student Workbook and any information about Innovative Widgets that you may have created in the course of completing learning activities in the Student Workbook.
Assessment Task
- Over the duration of the course, gather information on the Innovative Widgets simulated business from course materials.
- Based on the information you gather, produce a customer service plan for Innovative Widgets. Develop the customer service plan using the template provided in Appendix 1. Your customer service plan should include:
a. vision and mission statements that refer to Innovative Widgets’ provision of customer service
b. a list of internal and external customer types and their needs
c. product standards that include:
i. minimum safety requirements
ii. dimensions
iii. tolerances iv. pricing
v. material
vi. delivery
d. policies and procedures for:
i. gathering customer information and conducting market research to identify customer needs using the RATER model
ii. responding to customer complaints
iii. Managing records and data. - Develop a short (no more than one page) reflection on your plan and how the design of your plan will work to achieve quality customer service and legal compliance and how your plan is consistent with best practice models and voluntary standards and codes of practice. In your reflection, you also need to summarise public relations and product promotion approaches that are appropriate for Innovative Widgets.
- Submit the required documents for assessment as per the specifications below. Be sure to keep a copy for your records.
Specifications
You must provide:
● a customer service plan.
● a short (no more than one page) reflection on your development and design of a customer service plan.
Your assessor will be looking for:
● reading skills to gather and interpret organisational (Innovative Widgets) information
● writing skills to match your style of writing to the documents’ purpose and audience
● work skills to apply Innovative Widgets’ organisational needs to document production
● technology skills to prepare and present documents
● knowledge of legislation and regulation relevant to customer service
● Knowledge of service standards and best practice models.
Appendix 1: Customer service plan template
Innovative Widgets Customer Service Charter
Welcome to Innovative Widgets!
Our vision and mission:
Create a vision and mission statement that includes reference to customer services
Vision: To provide a smooth, secure and quality widget to the business owners.
Mission: our mission is to always deliver the best service experience to our customers both internal and external.
Who are our customers?
Our internal customers are:
List Innovative Widgets’ internal customers
• Sales people
• Marketing
• Human resource
• Accountants Our internal customers require:
List these customers’ needs
• Meet their expectations
• Be informed about the widget
• Greater services.
Our external customers are:
List Innovative Widgets’ external customers
• Australian customers
• Customers from other countries Our external customers require:
List these customers’ needs
• Meet their expectations
• Quality services
• Reliable widget
We’ll give you what you need … and more!
We promise to deliver a widget that’s right for your needs:
List relevant product quality specifications
• Kindly let us know what you need, your expectation and the timeframe and we will provide you with the best quality widget.
• Let us know your budget and we will arrange a meeting for further details.
• Kindly let us know how you want the widget to function and we will deliver it the way you want.
• List all the colour combinations that you want.
We promise to support you:
List relevant customer service guarantees, e.g. related to time, cost and after-sales support
• We will deliver the product within the timeframe you provided.
• We will fix any error when requested.
• We will add only 2 requirements that were not indicated when signing the agreement for free.
• We will offer 2 training session for free.
We’ve support our people to support you!
Innovative Widgets’ policies and procedures that support customer service include:
List relevant policies and procedures
• Customer support policy and procedures
• Customer complain policy and procedures
• Customer feedback policy and procedures
• Record keeping policy and procedure
• Agreement policy and procedures
Innovative Widgets
Customer support policy and procedure – collecting market research
Purpose Briefly explain the purpose of this policy
Customer support policies and procedures helps to deliver the best customer support. They guide and help customer service representatives to act professional when they are helping our clients with their issues concerning our product and services.
Scope Briefly explain which people or departments of Innovative Widgets this policy applies to
Customer support department and Customer support representatives are the one who follow these policy and procedures when assisting our clients.
Provide customer support policy and procedure to all employees.
Keep the policy and procedure up to date so that it can benefit the customers as expected.
Resources Note whether there are procedures associated with this policy
When preparing customer support policy and procedure, the management involves all the party who will be affected by them. The organization procedures are followed and they also make sure that they are not breaching any legislation acts.
A copy will be pinned in the notice board to make sure there is an easy access in case someone want to confirm on something.
Relevant legislation etc. List any legislation relevant to the application of this policy
Competition and Consumer Act 2010
Contracts and agreements Act 2009
Occupational Health and Safety Act 2004
Privacy Act 1998
Updated/
authorised Write the year this policy was approved, and who approved it
13th October, 2012. CTO innovative widget
Customer support process/es
Write any processes that support this policy. Write processes in steps where possible, e.g. step 1: greet the customer; step 2: ask the customer what you can help them with, etc.
- Great the customer.
- Do a quick identification of yourself to the client
- Ask them how you might help them.
- Listen carefully to the customer request while making a small note. Ask them questions in order to gather all information required.
- Provide them with correct information and if not sure ask them nicely to hold on as you make a confirmation.
- Ask them whether they want a follow up with an email.
- Collect feedback by asking them whether they are satisfied with your support.
- Ask them to rate you after the end of the call.
Innovative Widgets
Customer complaints policy and procedure
Purpose Briefly explain the purpose of this policy
This policy helps to describe how the customer support representative should handle complaints according to the organization policies and procedures. This provide actions that should be taken to deal with customer complains.
Scope Briefly explain which people or departments of Innovative Widgets this policy applies to
This policy applies to sales department and customer support department. They are the one who communicate often with the customers.
Resources Note whether there are procedures associated with this policy
Involve sale and customer support department when developing customer complaints and procedure. They structure the policy and procedures without breaching legislation Acts.
It should be updated regularly and the updated document should be redistributed to the employees.
This document will also be pinned in the notice board.
Relevant legislation etc. List any legislation relevant to the application of this policy
Anti-discrimination Act
AS ISSO 15489: 2002 Record management
Privacy ACT 1988
Updated/
authorised Write the year this policy was approved, and who approved it
13th October 2012 CTO Innovative widget
Customer complaints resolution process/es
Write any processes that support this policy. Write processes in steps where possible, e.g. step 1: greet the customer; step 2 ask the customer what you can help them with, etc. - Great the customer and give a quick introduction
- Listen to customers complains attentively and joint some notes on important issues. Never interrupt the customer, act professional.
- Emphasis with them and apologize for any inconvenience caused.
- Ask them questions in order to clarify the cause and the problem itself while repeating some issues you pointed down.
- Ask them how they want the issue to be resolved.
- Reassure them that the issue will be taken care of immediately.
- Thank the customer for raising the issue.
…
Innovative Widgets
Recordkeeping policy and procedure
Purpose Briefly explain the purpose of this policy
This policy describes how records are recorded and maintained for future reference.
Scope Briefly explain which people or departments of Innovative Widgets this policy applies to
This policy applies to customer support and sales department since they are the one who communicate with the customers frequently.
Resources Note whether there are procedures associated with this policy
This policy applies to sales department and customer support department. They are the one who communicate often with the customers. The policy and procedure must abide with the legislation acts.
The policy and procedure are kept up to date in order to make sure that they benefit the customers.
They are not supposed to be accessed by unauthorized people.
Incorrect information is corrected immediately
Relevant legislation etc. List any legislation relevant to the application of this policy
Privacy Act 1998
Archives Act 1983
Freedom for information Act 1982
Australia Standard AS ASO 15489
Updated/
authorised Write the year this policy was approved, and who approved it
17/ November 2009 CEO Innovative Widget
Recordkeeping process/es
Write any processes that support this policy. Write processes in steps where possible, e.g. step 1: greet the customer; step 2 ask the customer what you can help them with, etc.
- Great the customer
- Give a quick introduction
- Ask them how you may help them
- Listen carefully while making some notes
- Ask any question for clarification
- Ask them whether you should send them an email
- Send the email and confirm whether they have received.
- Ask them whether the document is contain what they wanted.
…
Through the use of RATER model act as a training tool and in policy and procedure development. It helps to ensure that a great customer service is offered to customers and we always deliver what we promised out customers. This assures our clients that we are capable of delivering high standard products and services. Our customers will also realize that we display the best image of innovative widget and we listen to their issues and we emphasis with them. Innovative widget interacts with their external and internal customers.
A reflection on my customer support plan design
The customer support plan is designed to ensure that innovative widget deliver best customer services to our customers. This plan can meet our expectation by providing a copy of this plan to every employee in the organization. This will keep them informed about the policy and procedures to be followed when dealing with the clients.
A team leader will be appointed who will be monitoring and reviewing customer support representative and sales people performance. The team will offer support when they are not able to handle the customer. In the plan there will be an example that will help them know how they can transfer client to another person for better service.
A copy of this customer support plan design will pinned on the notice board. This will make it visible to everyone and they will able to trace any error or inadequate information. It will create a room for discussion and as a result it will help to come up with a better version.
I will develop policy and procedure that will describe what will happen to the employees who act unprofessional when dealing with our client. This will make them aware of the consequences of being responsible. This will ensure that they are careful and act professional when dealing our client. This will ensure that the implementation of customer support plan will be successful.
Sale and customer support department are the lead communication team with our clients. We will hire an expert in customer support service who will offer training and educate the team on how to deal with customer service and customer complains. The expert will educate them on how to deal with different types of customers.
I will familiarise myself with the Australia legal and legislation Act and then go through the customer support plan to make sure that the policies and procedure do not breach those legal requirements. I will also involve legal personnel who will offer advice on legal requirements.
Innovative widgets needs to market their product and services to the local and international customers. Creating a website with an ad that advertises our products and services will help customers to know our brand and our products. We will also advertise our products and services through the media and also market them through our social media platform such as Instagram, Facebook, LinkedIn, Whatsapp.
We will also print T-shirts, bag carriers, umbrella with our brand and give them to our employees, relatives and friend. This will help us market our product and services.
The marketing team will be responsible in marketing our product and services and provide leads to our sales people. They will work closely to ensure that our products and services reach our potential market. They will keep record of their lead so that we can know which marketing segment is most interested with our products and services. It will also help to know whether our sales are increasing or degreasing.