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Contents
Before you begin
vii
Topic 1: Establish contact with customers
1
1A Acknowledge and greet the customer in an appropriate manner
1B Maintain personal dress and presentation
1C Use appropriate interpersonal skills to communicate with customers
1D Maintain sensitivity to customer needs
1E Establish rapport with customers
Summary
Learning checkpoint 1: Establish contact with customers
2
13
17
24
27
30
31
Topic 2: Identify customer needs
35
2A Determine customer needs by questioning and listening
2B Assess customer needs for urgency
2C Provide customers with information about available options
2D Identify personal limitations in addressing customer needs and
seeking assistance
Summary
Learning checkpoint 2: Identify customer needs
36
42
45
Topic 3: Deliver a service to customers
61
3A Provide prompt customer service
3B Provide information regarding problems and delays
3C Communicate with customers in an appropriate manner
3D Identify opportunities to improve the quality of services and products
Summary
Learning checkpoint 3: Deliver a service to customers
62
73
76
79
85
86
Topic 4: Process customer feedback
91
4A Recognise customer feedback promptly and handle comments
sensitively
4B Record accurate feedback and communication between customers
and the organisation
4C Identify any unmet customer needs
4D Assist customers to make contact with other services
Learning checkpoint 4: Process customer feedback
49
54
55
92
105
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Deliver a service to customers
Final assessment
Assessment information and scope
Are you ready for assessment?
Final assessment overview
Assessment plan
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136
137
138
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Appendices169
Appendix 1: Unit of competency
Appendix 2: Unit of competency assessment requirement
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Before you begin
This learner guide is based on the unit of competency BSBCUS201 Deliver a
servcice to customers, Release 1. The unit of competency is included in this learner
guide as Appendix 1. The unit of competency assessment requirements are
included as Appendix 2.
Your trainer or training organisation must give you information about this unit of
competency as part of your training program.
How to work through this learner guide
This learner guide contains a number of features that will assist you in your
learning. Your trainer will advise which parts of the learner guide you need to
read, and which practice tasks and learning checkpoints you need to complete. The
features of this learner guide are detailed in the following table.
Feature of the
learner guide
How you can use each feature
Learning content
Read each topic in this learner guide. If you come across content that
is confusing, make a note and discuss it with your trainer. Your trainer
is in the best position to offer assistance. It is very important that you
take on some of the responsibility for the learning you will undertake.
Examples and
case studies
Examples of completed documents that may be used in a workplace
are included in this learner guide. You can use these examples as
models to help you complete practice tasks, learning checkpoints and
the final assessment.
Case studies highlight learning points and provide realistic examples of
workplace situations.
Practice tasks
Practice tasks give you the opportunity to put your skills and knowledge
into action. Your trainer will tell you which practice tasks to complete.
Video clips
Where QR codes appear, learners can use smartphones
and other devices to access video clips relating to the
content. For information about how to download a QR
reader app or accessing video on your device, please visit
our website: www.aspirelr.com.au/help
Summary
Key learning points are provided at the end of each topic.
Learning
checkpoints
There is a learning checkpoint at the end of each topic. Your trainer will
tell you which learning checkpoints to complete. These checkpoints
give you an opportunity to check your progress and apply the skills and
knowledge you have learnt.
Final assessment
The final assessment provides you with the opportunity to
demonstrate all of the learning that you have undertaken for this unit
of competency. Your trainer/assessor may ask you to undertake the
final assessment tasks.
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Before you begin
What do you already know?
Use the following table to identify what you may already know. This may assist you
to work out what to focus on in your learning.
Topic
Topic 1 Establish
contact with customers
Key outcome
Rate your confidence
in each section
1A Acknowledge and greet the
customer in an appropriate
manner
Confident
1B Maintain personal dress and
presentation
Confident
Basic understanding
Not confident
Basic understanding
Not confident
1C Use appropriate interpersonal
skills to communicate with
customers
Confident
1D Maintain sensitivity to customer
needs
Confident
Basic understanding
Not confident
Basic understanding
Not confident
1E Establish rapport with
customers
Confident
Basic understanding
Not confident
Topic 2 Identify
customer needs
2A Determine customer needs by
questioning and listening
Confident
Basic understanding
Not confident
2B Assess customer needs for
urgency
Confident
Basic understanding
Not confident
2C Provide customers with
information about available
options
Confident
2D Identify personal limitations in
addressing customer needs and
seeking assistance
Confident
Basic understanding
Not confident
Basic understanding
Not confident
continued …
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Topic 1
Establish contact with customers
The quality of customer service provided by an organisation can make or break
it. Good customer service is very important as it encourages customer loyalty,
attracts repeat business and generates new business. Customer service standards
are established by organisations to provide procedures and guidelines for
employees when dealing with customers. The organisational image presented,
the way employees communicate and treat customers, and their knowledge of
products, services and the specific customer needs have an enormous effect on the
success of an organisation.
In this topic you will learn how to:
1A Acknowledge and greet the customer in an appropriate manner
1B Maintain personal dress and presentation
1C Use appropriate interpersonal skills to communicate with customers
1D Maintain sensitivity to customer needs
1E Establish a rapport with the customer
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1A
Acknowledge and greet the customer
in an appropriate manner
Customers are an organisation’s most valuable asset. All employees have a role to
play in building a professional relationship with their customers to ensure they
remain loyal to the organisation. Communicating clearly and effectively with
customers is the key to good customer relationships. Every time an employee
interacts with a customer, they are contributing to the customer’s impression of
the organisation.
The importance of good customer relations
As customers, we expect to receive prompt, friendly and professional service from
someone who knows the organisation’s products and services. To a large extent,
the reputation of an organisation is based on the way employees treat members of
the public and their own colleagues.
Various customer service studies have shown that when a customer is unhappy
with a product or service, rather than making a formal complaint, they simply
stop buying the product or service from that organisation. They also do something
far more damaging – they tell their friends of their bad experience.
To ensure this does not happen in your organisation, you must be able to assess
your customers’ needs and know how your organisation can satisfy them.
Customers come from a range of social, cultural and economic backgrounds. They
have varying physical and mental abilities, and may display emotional behaviour.
To foster good customer relations, you need to be able to deal with all the different
kinds of people you come in contact with.
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Use your voice
The way you say something can be as important as the words you actually use. The
tone of your voice, the speed at which you speak and the volume and pitch of your
voice all affect the impression you make on your customer.
When talking with customers, use a positive language and tone of voice. By the
end of the day, you may be tired and may not feel enthusiastic or patient. However,
maintain your professionalism and remain positive.
Below are some examples of positive phrases to use and negative phrases to avoid
when talking with customers.
Positive phrases
Negative phrases
•• ‘Yes, I can certainly do that for you.’
•• ‘We can’t do that.’
•• ‘I’m sure I can arrange that. Just a
moment and I’ll find out for you.’
•• ‘I’m not sure about that.’
Refer customers
If you need to refer a customer, always tell them what you are doing. For example,
‘Mr Singh, please hold for a moment while I obtain the number for you’.
v1174
If the person the customer wishes to see is unavailable, explain the situation to the
customer and then suggest another person who may be able to assist.
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Summary
1. All employees have a role to play in building professional relationships with
their customers to ensure they remain loyal to the organisation.
2. The needs of both internal and external customers must be met.
3. Organisations provide guidelines about how they expect you to communicate
with customers.
4. The vision and mission statement of an organisation outlines the values and
principles on which the customer service standards, policies and procedures
are based.
5. Your interpersonal skills are essential to communicating appropriately and
effectively with customers.
6. You should identify the needs of customers while taking account of their
cultural, family and individual differences.
7. To understand the customer’s needs, you need to make them feel you are
working with them, not against them.
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Topic 1
Establish contact with customers
Learning checkpoint 1
Establish contact with customers
This learning checkpoint allows you to review your skills and knowledge required
to establish contact with customers.
Part A
1. Identify and briefly describe key provisions of the Competition and Consumer
Act 2010 (CCA) that apply to customer services.
2. Why is it important to establish a good relationship (rapport) with customers?
3. Describe four ways you could establish professional and courteous
relationships with customers.
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Topic 2
Identify customer needs
The Eight Ps
1
Picture
2
Purpose
3
Person
4
Past
5
Problem
6
Place
7
Price
8
Particulars
What does the customer have in mind?
What do they want it for?
Who is it for?
Has the customer bought a similar product or
used a similar service before?
Were there any problems with a previous
purchase?
Where will they use the product?
How much do they want to spend?
What details, such as colour, shape, size or
brand, do they want?
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Topic 2
Identify customer needs
Assess the urgency of a request
Some requests are urgent; for example, a customer requires immediate delivery
of a product or wants to make a complaint. Perhaps a customer needs some
information straight away. If so, collect the appropriate material and mail or fax it
to them as soon as you can.
If the customer is a colleague, you can send material through the organisation’s
internal mail system or deliver it personally. Otherwise, prioritise the request.
There are many ways you can assess the urgency of a need.
Below are some ways to assess the urgency of a request.
Ways to assess the urgency of a request
•• Write the requests in your daily work plan and remember to follow them up.
•• Develop a form that records the customer’s needs and requests.
•• Create an urgency rating scale of 1–5, with 5 being the most urgent need.
Example: assess the urgency of a customer request
AAA Electronics is a company that repairs electronic and other equipment. It has developed a
form to assist in assessing the urgency of customer requests. This uses a rating of 1–5, with
5 being the most urgent need.
Week beginning: 2 May
Customer
Need
Urgency
Date called
Date
returned
to
customer
Solver Industries
(John Grey)
DVD recorder does not
operate – DVD will not
release. Needs machines
for presentation on 4 May.
4
2 May
3 May
Sue Shaw
Remote control needs
repairing.
1
2 May
6 May
Harry Figg
Television requires a
new part. Has a second
television at home.
2
3 May
6 May
Susan Clothing
Pty Ltd
Information on setting up
boardroom with electronic
equipment and wants a site
visit. Looking at completion
of work in four weeks.
1
4 May
9 May
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Here are some ways to redirect an inquiry.
•• Take relevant details from the customer,
such as their name and contact number, and
refer this information as soon as possible to
the appropriate person.
•• Recommend another person or department
that can help.
•• Provide the appropriate person’s details,
such as telephone number and office
location, if the customer needs an
appointment.
•• Explain to the customer how the inquiry or
complaint is being dealt with and be sure
they are happy with the solution you suggest.
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Practice task 9
Read the case study, then answer the questions that follow.
Case study
Olinda has just started working for a small tour company. A customer comes into the
office and asks for information about a tour to Yandibup, a place Olinda has never heard
of. Her supervisor is not in the office and Olinda starts to feel nervous. She tells the
customer she is not familiar with Yandibup but her supervisor will be able to help when
she returns in an hour. The customer says he can’t wait that long. Olinda takes the
customer’s details and tells him she or her supervisor will call him as soon as possible.
Olinda has a very busy afternoon and completely forgets to tell her supervisor. When she
does remember the customer’s request the following week, she has lost the note with his
phone number.
1. How do you think the customer in this case study would react? How would you react?
2. Imagine you have sent a customer some information they requested about your
organisation’s services. What follow-up procedure could you use?
continued …
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Final assessment
How to work through this final assessment
This final assessment is designed to assess your performance of competency for
the unit BSBCUS201 Deliver a service to customers, Release 1. Your assessor or
workplace supervisor will help you fully understand assessment requirements for
this unit.
The features of this final assessment are detailed in the following table.
Feature of the
assessment resource
Explanation
Assessment
information and scope
This section provides details of the unit of competency covered,
setting out information about the aims of the unit, what areas
are covered, how the assessment tasks must be completed and
how the assessment is conducted.
Are you ready for
assessment?
This section provides you with the opportunity to self-assess
your performance, to ensure that you are ready to commence
the assessment process.
Final assessment
overview
This section provides an outline of the final assessment tasks to
be covered, including options available.
Assessment plan
You can confirm exactly which tasks and options you will
complete using the assessment plan. Your assessor will discuss
the various options with you and may also customise the
assessment tasks to suit specific requirements where needed.
Final assessment tasks
This section outlines the final assessment tasks in detail,
including the relevant documentation you need to complete and
submit along with your final assessment tasks.
Record of outcome
As you progress through the final assessment tasks, your
assessor will use the record of outcome to confirm your
performance and provide relevant advice and feedback.
Further information
Before you commence your final assessment tasks, you should review the
information provided by your training organisation about assessment. You should
not commence your final assessment tasks until you have read and understood this
information.
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Final assessment overview
To demonstrate your competency using this final assessment you must successfully
complete three (3) assessment tasks.
Complete the following
task
•• Part A – Questioning
Select and complete
one of the following
•• Part B – Project: Delivering a service to customers at BizOps
Enterprises
You will demonstrate a sound knowledge of the unit
requirements in your responses.
You will demonstrate your skills and knowledge by completing a
scenario-based project.
OR
•• Part C – Project: Delivering a service to customers at work
You will demonstrate your skills and knowledge by completing a
project in your workplace.
Select and complete
one of the following
•• Part D – Observation
Your work performance will be documented while being
observed by an assessor.
OR
•• Part E – Third-party report
Your work performance will be documented using a third-party
report completed by a relevant supervisor.
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Final assessment tasks
Part A – Questioning
Purpose
You will demonstrate a sound knowledge of the unit
requirements in your responses.
Instructions to the
candidate
All questions must be answered satisfactorily for Part A to be
completed satisfactorily.
There is no restriction on the length of the question responses,
or time restriction in completing the assessment.
You must complete all questions unassisted by the assessor or
other personnel, but may refer to reference material as needed.
Resources required
The question responses section is the only resource required for
this questioning assessment to be completed.
Assessment conditions
Assessment must be conducted in a safe environment where
evidence gathered demonstrates consistent performance of
typical activities experienced in the customer service field of
work and include access to:
•• office equipment and technology
•• workplace documents, organisational policies and
procedures for customer service
•• examples of customer complaints and feedback
•• case studies and, where possible, real situations
•• interaction with others.
Assessors must satisfy NVR/AQTF assessor requirements.
Reasonable adjustment
If you do not wish to respond to the questions in written form, an
interview may be used as an alternative approach if negotiated
with your assessor.
Candidate to complete
Candidate name:
Date of assessment:
Assessment I declare that no part of this assessment has been copied
declaration: from another person’s work, except where clearly noted on
documents or work submitted.
I declare that no part of this assessment has been written for
me by another person. I understand that plagiarism is a serious
offence that may lead to disciplinary action by my training
organisation.
Candidate signature:
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Final assessment
BSBCUS201 Deliver a service to customers
Question 1:
Describe two techniques used to greet and communicate with a customer
professionally whilst meeting legislative requirements.
Answer:
Marking:
Question 2:
Satisfactory
Unsatisfactory
List two legislative requirements that may need to be referred to when
dealing with any area of customer service.
Answer:
Marking:
Question 3:
Satisfactory
Unsatisfactory
List two policies, procedures and standards an organisation should have
(some of which are based on your answers to Q 2), that may need to be
referred to when dealing with any area of customer service.
Answer:
Marking:
Satisfactory
Unsatisfactory
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Final assessment
BSBCUS201 Deliver a service to customers
Part C – Project: Delivering a service to
customers at work
Purpose
You will demonstrate your skills and knowledge by completing a
project in your workplace.
Task overview and
instructions to the
candidate
Using your workplace, select a recent situation where you
delivered a service to customers.
Complete each of these tasks.
1. Imagine you arrive at work and do not conform to the
organisational dress code due to a misunderstanding about
casual dress day. Write an email informing your supervisor
or human resources manager that you have arrived in jeans
today but now fully understand the dress code and will
dress appropriately tomorrow. If you do not know who your
supervisor or human resources manager is, access your
organisational chart.
2. Prepare suitable opening and closing telephone scripts that
could be used in communicating with customers. If these are
documented in your organisation’s procedures, submit these
instead of preparing your own.
3. Using a workplace customer complaint as a scenario,
write an email to the customer that demonstrates that you
understand the problem. Attach copies of the organisation’s
customer service policy and customer complaint procedure
for your assessor’s reference to demonstrate that you are
following correct procedures.
4. Fill out the details of the customer complaint issue on
a customer complaint feedback form and record it in a
customer complaint register (if your workplace has one).
5. Write an email to the rest of your team seeking further
information about this customer complaint and why it may
have happened.
6. Write an email to your supervisor with a proposed resolution
to the customer complaint and seek their support in taking
this recommended course of action.
7. Prepare an email to the customer outlining your proposed
resolution.
8. Imagine that the customer responds to your email and
indicates that they accept the resolution. They thank you for
following this through, but makes a comment that indicates
this has been a really negative experience for them after
having years of fault free service from your organisation.
Prepare an email to the customer that acknowledges and
constructively responds to their criticism.
9. The issue has now been resolved. You need to record the
issue according to your organisation’s requirements by
completing the customer complaint feedback form and, if your
workplace has one, a customer complaint register (including
the feedback from the customer) so there is a record.
continued …
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Assessor to complete
Unsatisfactory
The project meets the following requirements:
Satisfactory
Task context: Outline the specific details of the environment and context for
this candidate. This may include specific location, equipment
selected/used, specific project created or specific customer/
client characteristics:
P1 Maintained personal dress and presentation in line with the
organisational requirements
P2 Greeted the customer and established rapport/relationship in
accordance with the organisational requirements
P3 Established rapport/relationship with customer and expressed a
genuine interest in customer needs/requirements
P4 Used accepted communication practices to establish connections
P5 Identified personal limitations in addressing customer needs and sought
assistance from designated persons where required
P6 Identified customer needs using appropriate interpersonal skills
P7 Assessed customer needs for urgency to identify priorities for service
delivery
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Record of outcome
Training organisation
name:
Learner name:
Unit code and title: BSBCUS201 Deliver a service to customers, Release 1
Assessor name:
Assessor email:
Assessor phone
number:
Assessment tasks:
Satisfactorily
completed
Part A – Questioning
Part B – Project: Delivering a service to
customers at BizOps Enterprises OR
Part C – Project: Delivering a service to
customers at work
Part D – Observation OR
Part E – Third-party report
Declaration: In completing this assessment, I confirm that the candidate
has demonstrated all unit outcomes through consistent and
repeated application of skills and knowledge with competent
performance demonstrated in multiple instances over a period
of time.
Evidence collected has been confirmed as:
Final result:
Result date:
Assessor signature:
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Valid
Sufficient
Current
Authentic