Task 1 and task 2
BSBCUS501 Manage Quality Customer Service Assessment Task 1 TASK SUMMARY You are required in the role of Business Operations Manager to develop a customer service strategy for a cleaning company called Capital Cleaning. TASK OVERVIEW What do I need in order to complete this assessment? · Access to Canvas learning materials · Computer with Microsoft Office (or similar program) · Access to the internet for research · Access to consumer legislation/regulations/codes of practice at the following websites: USE: The following website to research and understand consumer legislation/regulations/codes of practice: · http://www.accc.gov.au/consumers · http://www.australia.gov.au/information-and-services/business-and-industry/consumer-rights · Customer service strategy template linked below for download: What do I need to submit? · Completed customer service strategy (typed and in clear and concise English) USING THE TEMPLATE PROVIDED (upload the file) · Assessment 1 Cover Sheet What do I need to do if I get something wrong? If your assessor sees that you have not completed all parts of the task completely and satisfactorily, the details of resubmission will be discussed with you along with feedback from your assessor. You will only need to redo the parts of the task that are incorrect, however you will need to resubmit the entire assessment again. TASK INSTRUCTIONS Capital Cleaning is a cleaning services company based in Sydney. The company offers professional, residential cleaning services, including regular home cleans, as well as spring cleans. The company’s mission, vision and values are as follows: Mission Capital Cleaning is committed to providing the highest quality residential and commercial cleaning services available by exceeding the expectations of our clients. Vision We are constantly working to establish ourselves as the most respected and sought-after contract cleaning and facilities support service in Sydney. Values Respect: taking time to understand and value each of our customers and respecting their choices. Responsibility: acting with integrity towards our staff, our customers, the community and the environment. Caring: a duty of care for our staff, customers and the environment. Excellence: to always look to provide the best quality experience with regards to our cleaning and our customer service. Integrity: to act with honesty, openness and do what we say we will do. Innovation: to be industry leaders. Objectives Our key objectives that are fundamental to our business in delivering world-class cleaning and customer service, are as follows: · Provide our customers with a professional and friendly service · To increase the number of clients by 10% each year · Meet or exceed the expectations of customers · Implement best practice in cleaning operations, including environmentally sustainable practices. Currently 80% of the company’s customers are residential customers. Most of these customers are full-time workers, needing cleaning services because of their busy lifestyle. Most customers utilise regular cleaning services (either once a week or twice a week for 3 – 4 hours). The company also has a small number of commercial contracts for cleaning. Generally, these involve cleaning staff going in each evening for two hours to clean the business premises. Regular services are priced at $35 per hour and the market is very sensitive to price and quality of service delivered. The company does not currently have a customer service strategy and as part of a drive to achieve excellence within the company, this is a priority to have completed. As the Business Operations Manager – you are responsible for the team, consisting of: · call centre operators · the cleaning teams · administration staff From the Executive Team - you have been tasked with the responsibility to develop: · a customer service strategy The strategy needs to be implemented during 2021 and are priority assigned. The executive team has developed a key principle on which the customer service strategy is to be based: “We listen to our customer, understand their needs and deliver services to meet these needs”. The executive team has advised that all strategies must come from that principle and that strategies must also address (but not be limited to) the following key areas: · Staff training – currently staff are not trained in customer service. · Customer feedback mechanisms – there are no formal mechanisms in place for customers to provide feedback. · Quality and consistency of service provided – while the company does not receive many complaints, most of them relate to customers being unhappy with the level/detail of cleaning provided. · A quality assurance mechanism needs to be in place to be able to check that the cleaning completed will be satisfactory to the customer. This is currently not in place. THE TASK DETAILS: 1. Research options for customer service strategies and customer needs. · In this section you are reviewing scenario information and researching information to inform on customer service strategies. · Review the scenario information that sets out the company’s strategic vision, mission and objectives, and key customer service principles. Research legislation and regulations that the company needs to abide by in its delivery of services and ensure this information is incorporated into the development of customer service strategies. · Using secondary sources of information, research and identify likely key customer needs in relation to cleaning services, including as a minimum expectation of: · quality of service, · cost of service, · response times from booking of service to completion 2. Develop a customer service strategy - use template provided and upload · Using the scenario information and your research, develop a customer service strategy for Capital Cleaning using the template provided in Canvas. · The customer service strategy should clearly reflect the customer needs you have identified and show how these needs will be satisfied through the service provided. · The strategy should also document specific and realistic actions, priority and performance indicators for a minimum of six (6) strategies. BSBCUS501 Manage Quality Customer Service Assessment Task 2 Task Summary: You are required to review customer complaints lodged with Capital Clean and to provide a briefing report to the General Manager about solutions. task OVerview: What do I need in order to complete this assessment? Computer with Microsoft Office (or similar program) Access to the internet for research. What do I need to submit? Completed Briefing Report - MINIMUM OF 3 FULL PAGES (NO TITLE PAGES INCLUDED) No TEMPLATE will be provided. Research or use current knowledge of a briefing report format please. Assessment 2 Cover sheet what do I need to do if I get something wrong? If your assessor sees that you have not completed all parts of the task completely and satisfactorily, the details of resubmission will be discussed with you along with feedback from your assessor. You will only need to redo the parts of the task that are incorrect, however you will need to resubmit the entire assessment again. TASK Instructions: Review the following outline of the issues: In December 2019, Capital Cleaning signed up to a number of group buying websites to increase the demand for its services. There has been a marked increase in customers as a result of this, but there has also been a significantly increased number of complaints. The following complaints have been logged in the complaints register since signing up to the group buying website: Three customers have recently called to redeem their voucher. Customer service officers have checked the vouchers and found that they are out of date. Customer service officers have therefore advised customers that as the vouchers are out of date, they are no longer able to use the vouchers. Two of the customers have complained to the Department of Fair Trading that they are unable to redeem the services paid for. Please Note that the company’s refund policy on their website does not refer to refunds in relation to vouchers. Two customers have complained that they had to wait too long to redeem their vouchers for an introductory clean. This is because in signing up to group buying, the demand for services resulted in delays. A customer called to complain that they had paid for an introductory clean but on calling to book the service, were told that that the voucher only covered a free hour of cleaning and they would have to pay the full amount, requiring the customer to pay an additional $70. Now you have read the complaints – complete the following: 1. Analyse and report on complex complaints. As Business Operations Manager, you have been asked to investigate and report on these complex complaints as it appears that the company has not investigated these situations prior to signing up with the group buying website. Your investigation should include an analysis of the legal situation, example cases and recommendations for how to avoid this situation in the future. Develop a briefing report that addresses: Summary of the issues. Analysis of relevant legislation. Issues with use of group buying websites for businesses, including benefits and pitfalls. Recommendations for actions, including response to each of the customers, as well as recommendations that can be adopted internally to avoid this situation reoccurring. Consider all aspects of managing quality customer service that we have covered in the unit when compiling this report. MINIMUM of 3 FULL pages required (anything less will be deemed not competent) What do I need to hand in for this task? Have I completed this? Completed briefing report Capital Cleaning Service Customer Service Strategy Strategies (what) Actions (how) Priority (L/M/H) Time Frames (when) Performance Indicators (measurement) BSBCUS501 SD Customer Service Strategy template V2.0Page 2 Assessment Task 1 TASK SUMMARY You are required in the role of Business Operations Manager to develop a customer service strategy for a cleaning company called Capital Cleaning. TASK OVERVIEW What do I need in order to complete this assessment? · Access to Canvas learning materials · Computer with Microsoft Office (or similar program) · Access to the internet for research · Access to consumer legislation/regulations/codes of practice at the following websites: USE: The following website to research and understand consumer legislation/regulations/codes of practice: · http://www.accc.gov.au/consumers (Links to an external site.) · http://www.australia.gov.au/information-and-services/business-and-industry/consumer-rights · Customer service strategy template linked below for download: What do I need to submit? · Completed customer service strategy (typed and in clear and concise English) USING THE TEMPLATE PROVIDED BELOW (upload the file) · BSBCUS501 Assessment 1 Customer Service Strategy Template V2.0.docx · Assessment 1 Cover Sheet (provided below) · BSBCUS501 Assessment 1 Cover Sheet_2020.docx What do I need to do if I get something wrong? If your assessor sees that you have not completed all parts of the task completely and satisfactorily, the details of resubmission will be discussed with you along with feedback from your assessor. You will only need to redo the parts of the task that are incorrect, however you will need to resubmit the entire assessment again. TASK INSTRUCTIONS Capital Cleaning is a cleaning services company based in Sydney. The company offers professional, residential cleaning services, including regular home cleans, as well as spring cleans. The company’s mission, vision and values are as follows: Mission Capital Cleaning is committed to providing the highest quality