HelloI attached 4 files.2 files for assessment 1 and 2 files for assessment 2.Assessment 1 in one question file and another one in the answer sheet. you need to answer write in the answer sheet....is the same as assessment 2
Module 1 CPW2 Assessment 1: Address Customer Needs This module prepares participants to be able to communicate effectively in various work roles and contexts, including in customer facing roles. PYear participants are required to demonstrate effective communication and, at times, respond to the emotion of colleagues and customers. To achieve this, the participants need to use clarifying language and build empathy. Assessment 1 - Part A: Discussion of core work skills and customer service (pair work) Using the 10 Core skills for work information (given in 3 clusters below), discuss how a lack of skill in certain non-technical areas (e.g lack of understanding of legal rights and responsibilities or poor relationship building techniques, poor time management, or difficulty solving problems) may influence the quality of Customer Service in any business. When focusing on ICT Services you may consider: · over the counter sales of equipment or parts; · face-to-face and on-line IT support; · rolling out networks or installing systems at a customer business location; Use the Core skills table on the Answer sheet for CPW2 Assessment 1: Address Customer Needs for submission (Each candidate submits own individual answer sheet). Example: Skill cluster: Skill area: Examples of effect on customer service: 1: Navigate the world of work Manage career and work life; work with roles, rights and protocols If an employee does not understand consumer rights, or privacy laws in Australia, he/she may make mistakes or give wrong information. When dealing with over the counter sales, an employee must understand the protocol of credit card payment, including identity checks. This must be done in a pleasant sensitive way. Assessment 1 - Part B: Discussion of case study scenario and categorising customer service problems. Read the case study scenario and customer service data collection of ‘BM Services’ below, then, using the RATER Elements, discuss and categorise the problems for use in an audit report. *Complete the RATER Elements table on the Answer sheet for CPW2 Assessment 1: Address Customer Needs for submission (Each student submits own individual answer sheet) Scenario BM Services: You are contracted to conduct an audit of customer service standards in a Business Management Company (BM Services), a business that supplies I.T. support, Accounting services, Management and HRM Advice to other businesses. BM Services is losing return customers and the head office regularly receives complaints about poor service standards. You have surveyed BM Service staff dealing with customers (internal and external) using various methods: (mystery shopper; in office surveys; customer feedback and complaints data analysis) and you have identified a number of problems. a) Mystery shoppers revealed the following: · Reception staff have good communication skills, but wait times are long · On-line support staff (desk help) were inefficient and wait times too long · Staff on client support visits often did not keep to appointment times b) Complaints analysis found: · In many cases, system support staff lacked focus on individual business needs and did not deliver what was promised · Software advisory staff and network engineers often assumed detailed IT knowledge of customers (leading to confusion). · In some cases the design specifications (of business software) did not match the requirements of the client, causing a lot of after sales difficulty c) Customer feedback comments: · Support staff are not polite · Phone systems are often engaged or have long wait periods · Workplace environment seemed ‘tense’, with staff fighting among themselves · The company was too strict with overdue accounts · The customer experience with software products (e.g. CSM) was often unsatisfactory, due to a lack of after sales service d) Survey responses overall showed that: 58% will return 18% might return, but are not happy 24% will not return The RATER Elements: Element Your Customers’ Needs (examples) Reliability Timeliness Consistency/Regularity Accuracy · Quick response to phone/ internet enquiries for support. · Details taken correctly · Correctness of invoice Assurance Staff competence Respect for customers Credibility, Honesty, Confidentiality Safety and security · Staff have extensive product knowledge. · Inclusivity for all customers. · Receive products as depicted in advertising. · Clean, safe environment Tangibles Physical facilities and equipment Employees Communication · Clean, safe environment · Staff who communicate clearly and can easily understand what you want Empathy Access (staff, services, information) Communication (clear, appropriate, timely) Appropriate services Understanding the customer Individualised attention · Understanding of special needs · Staff who communicate clearly and can relate to your needs · To feel valued Responsiveness Willingness to help Prompt service Problem resolution · Staff have time to respond to queries promptly without customers feeling they are being a nuisance Assessment 1 - Part C: Recommendations for improving customer service delivery at BM Services (350 words). Write a summary of your recommendations based on the above survey findings and the RATER elements. For this task, don’t rehash each of the problems found, instead try to combine them into broad categories and focus on big picture solutions. Solutions could include: · Organise Staff training in expressing empathy and making the clients feel more valued by the organisation · Create additional staff appraisal performance indicators (KPIs) for improving wait times · Developing/updating of customer service policies in the area of accounts payable (for overdue accounts or special needs) · Creating task groups with responsibility for after sales problem solving Assessment due date: 5 business days after completion of Session 2 of Module 1 Submission Advice: Use the Answer sheet for CPW2 Assessment 1: Address Customer Needs Upload the Answer sheet to LMS (Word Document), following correct procedure and naming protocol Do not send the Answer Sheet to your facilitator! Module 1 CPW2 Assessment 1 Address Customer NeedsV5.0Page | 1 CPW2 Assessment 1: Answer Sheet and Assessor Report When completed, upload this Answer Sheet to LMS (Word Document), following standard procedure and naming protocol. Do not send this via email to the facilitator! Module CPW2: Workplace Communication: Address customer needs Candidate’s Name Assessment Due Date: (5 Business days after completion of Session 2-M1) Declaration I hereby solemnly declare that the assessment work I submit is my own and that no part has been taken from other candidates or authors without reference to their publications Assessor’s Name Course Code: Assessment 1 - Part A: Discussion of core work skills and customer service (pair work) Skill cluster: Skill area: Examples of effect on customer service: 1: Navigate the world of work Manage career and work life; work with roles, rights and protocols 2: Interact with others Communicate for work; Connect and work with others; Recognise and utilise diverse perspectives 3: Get the work done Plan and organise; Make decisions; Identify and solve problems; Create and innovate; Work in a digital world Assessment 1 - Part B: Discussion of case study scenario and categorising customer service problems The RATER Elements BM’s Customer Service problems (examples) Reliability Timeliness Consistency/Regularity Accuracy Assurance Staff competence Respect for customers Credibility, Honesty, Confidentiality Safety and security In some cases, the design specifications (of business software) did not match the requirements of the client, causing a lot of after sales difficulty The RATER Elements BM’s Customer Service problems (examples) Tangibles Physical facilities and equipment Employees Communication Empathy Access (staff, services, information) Communication (clear, appropriate, timely) Appropriate services Understanding the customer Individualised attention Responsiveness Willingness to help Prompt service Problem resolution Reception staff have good communication skills, but wait times are long Assessment 1 - Part C: Recommendations for improving customer service delivery at ‘BM Services’ (350 words) Results C NC · Part A Clear understanding of the relationship between non-technical skill performance and customer service quality · Part B Accurate interpretation, analysis and categorisation of customer service problems · Part C Plausible solutions and professional standard of written recommendation summary Feedback to candidate: The candidate’s overall performance is: Competent Not Competent Is re-assessment necessary? Yes No Assessor’s signature Date Module 1 CPW2 Assessment 1 Answer Sheet and Assessor report V5.0Page | 2 Criteria and Standards Sheet Module 1: Workplace Communication CPW2 - Assessment 2: Client interaction and conflict resolution Assessment 2 - Part A: Task description and Client interaction scenarios TASK Description: 1. Together with another PYP course participant, discuss the conflict scenario and the range of emotions this conflict may produce. 2. Together prepare scripts for a telephone conversation (about 3 to 4 minutes long) about a conflict and its resolution. 3. Practice the role play in order to achieve fluency, natural rhythm, intonation and appropriate emotion in your voice (surprise, indignation, etc.) 4. Record each of your role plays (One as the employee and one as the customer) on a recordable device (iPhone / iPad / android / PC). This assessment