Bsbcus403B Implement Customer Service Standards
BSBCUS403B IMPLEMENT CUSTOMER SERVICE STANDARDS
ASSESSMENT 2: REPORT
According to the survey recently performed on ABC Bank, it has been found that there has been a big decrease in the number of customers over the past six months. This is due to poor customer service. Therefore, Peter Sellers, as the Manager of the bank, needs to confirm the same and make a report about the issue as soon as possible.
In order for Peter to be able to identify the customer service satisfaction or problems, he will use different methods to gather information from both internal and external customers. Suggestion boxes or comment cards will be available, to gather information, complaints and feedback, internally. There will be one-on-one questioning, observation as well as being able to do online surveys and/or fill survey forms, at their convenience. For external customers, feedback will be collected through emails, surveys, questionnaires and/or complete online surveys.
Peter has decided to use the brainstorming method so as to able to undertake solutions to the problems identified. According to him, brainstorming will be a useful way of generating radical solutions to the problems. Since brainstorming combines a relaxed, informal approach to problem-solving with lateral thinking, it asks that people come up with crazy and creative ideas and thoughts that can be crafted into original, creative solutions to the problem that needs to be solved, while others can still come up with more ideas. As brainstorming can be divided into two types: individual and group brainstorming; Peter has decided to go with individual brainstorming. He feels that when his staff brainstorm on their own, they come up with more ideas (and often better quality ideas) than groups of people who brainstorm together. Eventually he will place his staff members into group brainstorming, as group brainstorming can develop ideas in more depth than individual brainstorming. It also helps everyone to feel
ASSESSMENT 2: REPORT
According to the survey recently performed on ABC Bank, it has been found that there has been a big decrease in the number of customers over the past six months. This is due to poor customer service. Therefore, Peter Sellers, as the Manager of the bank, needs to confirm the same and make a report about the issue as soon as possible.
In order for Peter to be able to identify the customer service satisfaction or problems, he will use different methods to gather information from both internal and external customers. Suggestion boxes or comment cards will be available, to gather information, complaints and feedback, internally. There will be one-on-one questioning, observation as well as being able to do online surveys and/or fill survey forms, at their convenience. For external customers, feedback will be collected through emails, surveys, questionnaires and/or complete online surveys.
Peter has decided to use the brainstorming method so as to able to undertake solutions to the problems identified. According to him, brainstorming will be a useful way of generating radical solutions to the problems. Since brainstorming combines a relaxed, informal approach to problem-solving with lateral thinking, it asks that people come up with crazy and creative ideas and thoughts that can be crafted into original, creative solutions to the problem that needs to be solved, while others can still come up with more ideas. As brainstorming can be divided into two types: individual and group brainstorming; Peter has decided to go with individual brainstorming. He feels that when his staff brainstorm on their own, they come up with more ideas (and often better quality ideas) than groups of people who brainstorm together. Eventually he will place his staff members into group brainstorming, as group brainstorming can develop ideas in more depth than individual brainstorming. It also helps everyone to feel