Develop a customer service plan
Submission details
Candidate’s name Phone no.
Assessor’s name Phone no.
Assessment site
Assessment date/s Time/s
The Assessment Task is due on the date specified by your assessor. Any variations to this arrangement must be approved in writing by your assessor.
Submit this document with any required evidence attached. See specifications below for details.
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.
Procedure
1. Over the duration of the course, gather information on the Innovative Widgets simulated business from course materials.
2. 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.
3. 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.
4. 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.
Adjustment for distance-based learners:
? no variation of the task is required
? a follow-up interview may be required (at the discretion of the assessor)
? documentation can be submitted electronically or posted in the mail.
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
Who are our customers?
Our internal customers are:
List Innovative Widgets’ internal customers Our internal customers require:
List these customers’ needs
Our external customers are:
List Innovative Widgets’ external customers Our external customers require:
List these customers’ needs
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
We promise to support you:
List relevant customer service guarantees, e.g. related to time, cost and after-sales support
We’ve support our people to support you!
Innovative Widgets’ policies and procedures that support customer service include:
List relevant policies and procedures

Innovative Widgets
Customer support policy and procedure – collecting market research
Purpose Briefly explain the purpose of this policy
Scope Briefly explain which people or departments of Innovative Widgets this policy applies to
Resources Note whether there are procedures associated with this policy
Relevant legislation etc. List any legislation relevant to the application of this policy
Updated/
authorised Write the year this policy was approved, and who approved it
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.
1.
2.
3.
4.
…

Innovative Widgets
Customer complaints policy and procedure
Purpose Briefly explain the purpose of this policy
Scope Briefly explain which people or departments of Innovative Widgets this policy applies to
Resources Note whether there are procedures associated with this policy
Relevant legislation etc. List any legislation relevant to the application of this policy
Updated/
authorised Write the year this policy was approved, and who approved it
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.
1.
2.
3.
4.
…

Innovative Widgets
Recordkeeping policy and procedure
Purpose Briefly explain the purpose of this policy
Scope Briefly explain which people or departments of Innovative Widgets this policy applies to
Resources Note whether there are procedures associated with this policy
Relevant legislation etc. List any legislation relevant to the application of this policy
Updated/
authorised Write the year this policy was approved, and who approved it
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.
1.
2.
3.
4.
…
Manage and develop the team
Submission details
Candidate’s name Phone no.
Assessor’s name Phone no.
Assessment site
Assessment date/s Time/s
The Assessment Task is due on the date specified by your assessor. Any variations to this arrangement must be approved in writing by your assessor.
Submit this document with any required evidence attached. See specifications below for details.
Performance objective
The candidate will demonstrate the ability to ensure delivery of quality service through handling customer complaints, monitoring team performance, and intervening to develop team abilities to overcome difficulties in providing quality customer service.
Assessment description
You will use scenario information (provided) to address customer service issues through:
? monitoring customer service team performance to identify causes of customer service shortfalls
? addressing a complex customer complaint
? coaching an underperforming customer service employee in a role-play.
Procedure
Part A
1. Review the information about Innovative Widgets that you gathered in Assessment Task 1.
2. Read the scenario provided in Appendix 1 of this task.
3. Review the customer service call data in Appendix 2 and analyse data to identify possible causes of customer service shortfalls.
4. Write a brief report (no more than 1 page) to the board of Innovative Widgets to:
a. summarise customer service team performance
b. identify possible causes of customer service shortfalls
c. identify options to address the problem/s.
5. Follow the customer complaints policy and procedures provided in Appendix 3 of this task to draft an email to Yore Mine Co. to clear up the misunderstanding and address their concerns. Ensure that your support of the customer provided is consistent with principles of customer service set out in the Innovative Widgets business plan and the customer service plan you develop in Assessment Task 1.
Part B
1. Prepare to participate in a role-play with Mary (your assessor) to address her performance issues. You need to prepare to:
a. run structured coaching session
b. ask questions to understand and clarify Mary’s perspective
c. describe the policy and procedures for handling customer complaints
d. outline techniques for dealing with different types of customers according to their needs(e.g. dealing with small customers compared to dealing with significant customers such as Yore Mine Co.)
e. explain techniques for solving customer complaints
f. document the coaching session and its outcomes in accordance with the recordkeeping policy and procedures developed in Assessment Task 1.
2. Arrange a time with the assessor to complete the coaching role-play and complete the role-play.
3. Submit the required documents for assessment as per the specifications below. Be sure to keep a copy for your records.
Specifications
You must:
? submit a customer service report
? submit an email to resolve a customer complaint
? participate in a coaching role-play observed by the assessor
? submit coaching documentation, e.g. coaching plan, notes, etc.
Your assessor will be looking for you to demonstrate:
? reading skills to interpret Innovative Widgets information
? writing skills to match your style of writing to the documents’ purpose and audience
? communication skills to:
? articulate organisational systems and policies
? use listening and questioning techniques to understand performance issues
? numeracy skills to interpret customer service data
? work skills to:
? apply Innovative Widgets organisational protocols to complaint resolution and coaching
? recognise and account for strengths and experience of others to achieve outcomes
? provide support to team member
? address complex difficulties using problem-solving techniques
? technology skills to prepare and present documents
? knowledge of organisational (Innovative Widgets) policy and procedures for handling customer complaints
? knowledge of techniques for dealing with customers with specific needs
? knowledge of techniques for solving complaints.
Adjustment for distance-based learners:
The role-plays can be adjusted for distance learning. The role-plays for this task can be varied to take place using Skype conferencing (or any other video conferencing tool available to the candidate). Candidates may also choose to video the role-play and submit electronically.

Appendix 1: Innovative Widgets scenario
You are a customer service manager. It is currently December, and over the last few months, you have been receiving feedback from customers that customer service is just ‘not what it used to be’. The board of Innovative Widgets has been made aware of the decrease in customer service quality and wants to know what you’re going to do to fix the problem.
Mary is a member of your customer service team at Innovative Widgets. Her role is to receive telephone enquiries and complaints.
You have observed the following:
? Mary has been rude to customers on several occasions. This behaviour contravenes company policy on the knowledge of the importance of friendly service to customers of Innovative Widgets.
? Mary has recently developed a habit of letting the phone ring and then placing customers on hold. This behaviour contravenes company policy on the knowledge of the importance of prompt service to customers of Innovative Widgets.
? Yesterday Mary received a complaint from a customer:
‘I work as a buyer for the state’s largest supplier of mining equipment, Yore Mine Co. We provide a lot of business to Innovative Widgets.
I ordered 1,000 x 7 mm widgets for delivery last Friday. I was promised that the delivery would arrive within three days. It’s now a week later and they still haven’t arrived. My production manager just telephoned me to say he might fail to deliver a major order unless the widgets arrive in the next four days.
A few weeks ago a consignment of widgets arrived from Innovative Widgets, but they were 6 mm widgets rather than the 7 mm I had ordered on that occasion.
I am considering going to another supplier for your widgets even though Innovative Widgets are the only Australian supplier. I could get them cheaper from China, but the saving isn’t great when you add in the extra shipping costs.
I’m going to begin legal action if the widgets don’t arrive today. I might order the widgets from China from now on.'
? Mary misunderstood and thought that the customer had ordered the products yesterday and argued with him. She accused the customer of being unreasonable as Innovative Widgets is an industry leader in guaranteeing three day delivery.
When the misunderstanding was eventually cleared up, Mary wasn’t sure how to track orders or reorder the products. She said there was nothing she could do as Innovative Widgets’ procedures didn’t seem to cover this issue.
As the customer service manager, you will need to write an email to Yore Mine Co. to clear up the misunderstanding and address their concerns.
You will also need to demonstrate your knowledge of how to develop team members and coach Mary to improve the quality of her customer service.
Use the Innovative Widgets Complaints policy and procedures document in Appendix 3 of this task to assist you.
The following is an excerpt from Innovative Widgets’ business plan.
Business plan excerpt
Vision statement
To keep every Australian business running smoothly using safe, quality widgets.
Mission statement
? Innovate new ways of manufacturing and testing widgets
? Deliver consistently high-quality customer service internally and externally
? Keep Australian businesses buying Australian widgets through quality products and second-to-none customer service
? Have the best safety record of any widget company.
Appendix 2: Customer service data
Call Frequency per month
Jan Feb March April May June July Aug Sep Oct Nov Dec
Number of calls 1200 1150 1320 1300 1260 1320 1380 1350 1400 1480 1560 -
Variation in number of calls from previous year –2% –2% +3.5% –1.5% –0.5% +4% +4.5% +3.5% +7% +10% +12%
Customer service staff
Employee Jan Feb March April May June July Aug Sep Oct Nov Dec
Supervisor John John John John John John John John John (Annual leave) (Annual leave) John
Customer service officer Mia Mia Mia Mia Mia Mia Mia Mia Mia Mia Mia Mia
Customer service officer Nitin Nitin Nitin Nitin Nitin Nitin Nitin Nitin Nitin Nitin (quit)
Customer service officer Jonas Jonas Jonas Jonas Jonas Jonas Jonas Jonas Jonas Jonas Jonas Jonas
Customer service officer Taya (new) Taya Taya
Customer service officer Mary (new) Mary Mary
Appendix 3: Complaints policy and procedures
Innovative Widgets
Complaints Policy and Procedure
Purpose The purpose of this policy is to ensure the management of complaints is carried out consistently, fairly and transparently and in accordance with organisational requirements.
Scope The scope of this policy covers the management of customer complaints by employees and contractors of Innovative Widgets.
Resources Specific procedures for the implementation of this policy are available below and on the company intranet.
Responsibility Responsibility for the implementation of this policy rests with employees and management of Innovative Widgets with responsibility for managing customer complaints.
Relevant legislation etc. ? Privacy Act 1988 (Cwlth)
? Equal Opportunity Act 2010 (Vic)
? Competition and Consumer Act 2010 (Cwlth).
Updated/
authorised 10/2011 – John Doe CFO
To manage complaints – customer service representatives
1. Greet the customer courteously and give them your name.
2. Listen fully to what the customer is saying. Try to gather all the facts about the complaint and jot them down. Ask questions and summarise what they are saying.
3. Never argue with the customer.
4. Apologise for any product fault or poor service. Be sympathetic. Ask if the customer will allow us to send the faulty item to our quality department for testing.
5. When you have all the details about the complaint, ask the customer how they would like it to be resolved.
6. No product replacements are within all staff members’ authority.
7. All staff members can use their professional judgement and refund an additional 10% of the value of the faulty product up to a maximum value of $25.
8. Complaints involving damage to other property are covered by our insurance. Help the customer to complete the Claims Form and ask if the customer can obtain quotes for repairs.
9. All complaints involving injury must be referred to the Customer Service Manager. Agree a suitable time for the Customer Service Manager to call the customer.
10. Any complaint that is not covered in the above procedures must be directed to the Customer Service Manager. Agree a time for the Customer Service Manager to call the customer.
To manage complex complaints – customer service manager
1. Once you are alerted to a complex customer complaint, gather all the available details about the customer, and the problem being addressed.
2. Before contacting the customer, decide on what actions need to be taken to address the problem:
a. At a system level, to prevent similar problems occurring in the future
b. For the specific customer who has made the complaint
3. Once you have identified actions to be taken, contact the customer as soon as possible.
4. In your customer contact:
a. summarise the facts and the problem as you understand it and make an apology for the mistakes Innovative Widgets is responsible for.
b. describe what Innovative Widgets is going to do at a systems level to prevent or minimise these types of mistakes for all customers in the future.
c. Describe what Innovative widgets is going to do to solve the customer’s specific problem immediately
d. Describe when you will follow-up with the customer to see if their problem has been resolved
e. Ask if there is anything else the customer needs to resolve the situation or repair the relationship.
Monitor and improve customer service
Submission details
Candidate’s name Phone no.
Assessor’s name Phone no.
Assessment site
Assessment date/s Time/s
The Assessment Task is due on the date specified by your assessor. Any variations to this arrangement must be approved in writing by your assessor.
Submit this document with any required evidence attached. See specifications below for details.
Performance objective
The candidate will demonstrate the ability to monitor, adjust and review customer service.
Assessment description
You will develop strategies to monitor progress and obtain customer feedback. You will use performance information and customer feedback provided by your assessor to review customer service strategies and produce a report with recommendations for improvement.
Procedure
1. Read the following scenario:
The board at Innovative Widgets is pleased with the control you have taken to address some of the customer service problems that had arisen. Mary is performing better at her job and feeling more confident in her role. Yore Mine continues to purchase their widgets from Innovative Widgets.
At this stage, the board would like you to take some steps to improve organisation-wide delivery of customer service. They would like some specific targets developed to measure the performance of the customer service team. They would also like to monitor customer satisfaction levels and then recommend any changes required to improve the delivery of customer service at Innovative Widgets.
2. Develop a set of KPIs for Innovative Widgets customer service representatives. KPIs should address the areas of customer and business requirements identified below:
a. call/enquiry/complaint handling time
b. following organisational procedures
c. identifying customer issues and opportunities to increase customer satisfaction or meet customer needs
d. assisting team members to improve customer service
e. assisting other internal customers of customer service team
f. customer retention
g. sales
h. ability to handle complaints
i. ability to record and store customer information
j. customer satisfaction.
3. Develop a plan or procedure for monitoring team members’ performance against KPIs.
4. Develop a questionnaire to collect customer feedback related to KPIs and/or designed to uncover identifiable gaps between services provided (including the quality of service) and customer expectations.
5. Arrange to meet with your manager (assessor) to receive performance data and feedback from customers.
6. Discuss issues and possible solutions with your manager (assessor).
7. Analyse performance data and customer feedback to identify systemic customer service issues and trends.
8. Prepare a 1–2 page report for the management at Innovative Widgets containing recommendations for organisation-wide customer service improvement. The report should contain:
a. 3–4 recommendations. At least one recommendation should address how to improve public relations at Innovative Widgets.
b. A rationale for each recommendation based on your knowledge of:
i. problem identification and resolution
ii. managing customer service and customer relationships
iii. managing quality customer service delivery
iv. procuring appropriate technology to address customer needs.
9. Submit all documents to your assessor as per the specifications below. Ensure you keep a copy of all work submitted for your records.

Specifications
You must provide:
? a set of KPIs for customer service team members and a plan or procedure for monitoring team members’ performance
? a questionnaire to gather customer feedback
? a report containing recommendations for improvement of customer service.
Your assessor will be looking for:
? reading skills to interpret Innovative Widgets information
? writing skills to match your style of writing to the documents’ purpose and audience
? communication skills to use listening and questioning techniques to obtain information
? work skills to:
? collaborate with manager (assessor) to discuss customer service problems and options
? address complex customer service problems and use problem-solving techniques to identify solutions
? technology skills to prepare and present documents.
Adjustment for distance-based learners
? No adjustments required.