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Learner Guide BSBOPS505 Manage organisational customer service BSBOPS505 Manage

Learner Guide BSBOPS505 Manage organisational customer service BSBOPS505 Manage organisational customer service Learner guide Contents Overview 4 Topic 1: What are the customer requirements? 5 Topic 2: Delivering quality products and services to customers 17 Topic 3: Evaluating the customer service provided 24 1 Level 7, 251 Adelaide Terrace, Perth 6000 WA, Australia | Phone: (08) 9221 1261 | Level 3, 38 Currie Street Adelaide, SA| Phone: (08) 7200 3422 | www.kcbt.edu.au | info@kcbt.edu.au BSBOPS505 Manage organisational customer service Learner guide Overview The Learner Guide should be used in conjunction with the recommended reading and any further course notes or activities given by the trainer/assessor. Application of the unit This unit describes the skills and knowledge required to develop strategies to manage organisational systems that ensure products and services are delivered and maintained to standards agreed by the organisation. The unit applies to individuals who supervise customer service provided by others within an organisation. At this level, individuals must exercise considerable discretion and judgement, using a range of problem solving and decision making strategies. No licensing, legislative or certification requirements apply to this unit at the time of publication. Learning goals Learning goals include:  You are able to consult with customers and establish requirements.  You are able to deliver quality products and services as well as supporting colleagues to meet customer service standards.  You are able to evaluate customer service through monitoring and feedback to adapt delivery. 2 Level 7, 251 Adelaide Terrace, Perth 6000 WA, Australia | Phone: (08) 9221 1261 | Level 3, 38 Currie Street Adelaide, SA| Phone: (08) 7200 3422 | www.kcbt.edu.au | info@kcbt.edu.au BSBOPS505 Manage organisational customer service Learner guide Topic 1: What are the customer requirements? Understanding customer requirements is an essential stage in determining the needs of a customer to support providing a quality service. It involves consulting with the customer, integrating feedback and identifying any resources to address requirements. An organisation can have both internal and external customers: Case study Using the following link, review the following organisation: https://www.extragreen.com.au/our-story/  Who are the customers of Extragreen?  What service is being provided?  What makes this travel company different from any other?  What makes their customers different from customers using other travel companies? Activity: Research and discuss Have a look online for customer reviews of Extragreen travel company. Use three different platforms to find reviews. Compare the reviews. What are customers saying? Do you think based on the reviews, this company is providing a quality service? Justify your answer by providing examples. Your trainer/assessor will facilitate any group discussions where relevant. 3 Level 7, 251 Adelaide Terrace, Perth 6000 WA, Australia | Phone: (08) 9221 1261 | Level 3, 38 Currie Street Adelaide, SA| Phone: (08) 7200 3422 | www.kcbt.edu.au | info@kcbt.edu.au External These are outside of the organisation who use or purchase products or services. Internal These are inside the organisation who use or benefit from the work of other employees. BSBOPS505 Manage organisational customer service Learner guide Consultation Consulting with customers provides information need to help to identify customer service requirements. Effective consultation requires:  a clear understanding of the problem, along with possible causes  strategies for resolving issues  resources to implement any required changes  clear communication. Activity: Read The following example of consultation reflects how a business uses effective consultation: http://www.schwarzkopf-professional.se/skp/se/en/home/education/ask/ consultation/0614/your-salon-guide-to-an-effective-consultation.html South Australian Trails consultation techniques is an example of an approach to customer service (view page 36): http://www.southaustraliantrails.com/wp-content/uploads/2017/03/Trail-Design- Guidelines.pdf Take any notes to summarise what you have read and keep for future reference. There are a number of ways to consult:  Conducting surveys  Using focus groups  Listening to social media  Online keyword research  Questionnaires  Using data analysis  Conducting market research  Online reviews. Organisations conduct market research to analyse customer needs. This can be qualitative or Quantitative. Sources for information can be from primary or secondary sources. The purpose of consultation is to gain feedback so that you can address the needs identified. Activity: Discuss What are the differences between qualitative and quantitative research and primary and secondary sources of information? Your trainer/assessor will facilitate a discussion. 4 Level 7, 251 Adelaide Terrace, Perth 6000 WA, Australia | Phone: (08) 9221 1261 | Level 3, 38 Currie Street Adelaide, SA| Phone: (08) 7200 3422 | www.kcbt.edu.au | info@kcbt.edu.au BSBOPS505 Manage organisational customer service Learner guide What are customer service requirements? Broadly, they could include:  Providing a quality service  Ensuring compliance to legislation  Keeping customers satisfied  Providing an effective and efficient service  Cost effectiveness of a product or service  Dealing with complaints effectively  Meeting standards  Establishing and maintaining relationships. It is important to understand customer behaviour because it assists a business to understand the needs of their customers and then to be able to provide services and products to meet these needs. Furthermore, as we live in a diverse society, you will most likely be providing and responding to some customers with very specific needs. The specific needs of a customer may be due to:  different interpersonal communication styles  cultural differences  physical and learning disabilities  mental health conditions  English as a second language  people requiring communication devices or aids to support communication  different age groups  different genders. There are a number of things that an organisation can do to support inclusion and diversity in relation to individual differences and communication: 5 Level 7, 251 Adelaide Terrace, Perth 6000 WA, Australia | Phone: (08) 9221 1261 | Level 3, 38 Currie Street Adelaide, SA| Phone: (08) 7200 3422 | www.kcbt.edu.au | info@kcbt.edu.au Modify the way we communicate, using inclusive language and not using jargon or slang. Adapt to different communication needs such as using body language and visual cues to support understanding. Implement work practices that are inclusive for communication needs such as providing devices, software, translators or interpreters. Using inclusive language such as “they” instead of “her” or "him" and not assuming someone’s marital status or sexual preference. Speak clearly and at the right tone and pace for someone who has English as a second language or is hard of hearing. Listen effectively using appropriate eye contact, expressions and gestures. BSBOPS505 Manage organisational customer service Learner guide Diversity and inclusion should be implemented within an organisations policies and procedures, such as a diversity policy or anti-discrimination policy to meet organisational requirements including complying to any legislation relating to human rights. Integrating feedback Once you have received feedback from customers you need to integrate this into the organisation’s business plan. A business plan states an organisation’s goals and how they plan to achieve them. It is a formal document that outlines what a business plans to do and how they will do it. It can include:  a description of the company  market analysis  structure of the business  products and services being offered  marketing strategy  operations  financial projections. Customer service requires planning, goal, objective and target setting which supports the overall vision and mission of the organisation. Planning can be divided into steps such as:  Establish goals  Establish achievable targets. SMART goal setting is an approach based on the business plan and the needs of the customer that have been investigated and identified: Specific – Goals should be clear and detailed Measurable – Goals should have clear measurements. Achievable – Using manageable steps to reach targets. Realistic – Should be possible to achieve. Timely – A realistic time for achieving the goal. Any business plan should reflect the daily operations of the business and if customer feedback shows that something is not effective then the feedback should be integrated to reflect this. Look at the following example: Customers have stated that if they spend over $80 they should be offered same day delivery. Global customers have suggested that phone support is needed 24/7. You can see that this could be integrated into a business plan that would state: Orders over $80 will be offered same day delivery. 24/7 phone support is provided to all customers. 6 Level 7, 251 Adelaide Terrace, Perth 6000 WA, Australia | Phone: (08) 9221 1261 | Level 3, 38 Currie Street Adelaide, SA| Phone: (08) 7200 3422 | www.kcbt.edu.au | info@kcbt.edu.au BSBOPS505 Manage organisational customer service Learner guide Resources Providing the necessary tools and equipment that support customer service will help employees to address customer service requirements. The resources used to address customer service requirements can be: Physical resources  Customer service standard documents  Materials and equipment and technology needed for supporting customer service  Support materials such as stationery  Available stock (for example enough inventory for sales)  Money (such as petty cash or money in a till). Intangible resources  Access to the internet  Copyright, intellectual property and trademarks  Software. Human resources  Employee terms and conditions, rewards and incentives, meeting legal compliance requirements such as WHS or equity and uploads/Geographie/ bsbops505-learner-guide.pdf