Identify Brad’s Major Customers
identify Brad’s major customers
• prepare a customer service policy for Brad’s business
• prepare a standard for handling complaints
• prepare a work instruction for handling a complaint
• give an example of how you would change an element of the customer service system in response to the complaint about the quality of the meals
• outline how you would change the work culture in the kitchen
• outline how you would evaluate the customer service Brad’s Holiday Retreat gives in the future
BSB40207 Certificate IV in Business
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HCICSS Coordinate Implementation of Customer Service Strategies Student Guide v2.0 August 2010 Page 5
• design a customer survey questionnaire and survey process that will increase
Brad’s understanding of his and Rosemary’s customers’ wants and needs in relation to meals o outline the sample group o design the questions (no more than ten) o explain how the questionnaire will be distributed o explain how you will collate your results and mock up a report to show how you will present your results.
Specifications
The assessor will be looking for you to:
• show an understanding of what customer service is
• write an effective standard that people can understand
• write a work instruction that people can easily follow
• understand the elements of a customer service system
• analyse data and make relevant recommendations
• show an understanding of what drives a customer service culture
• show an understanding of design principles for a customer service survey
• show an understanding of how to create a report which compels the reader to take action whilst understanding what the resource implications are.
BSB40207 Certificate IV in Business
_____________________________________________________________________________________________
HCICSS Coordinate Implementation of Customer Service Strategies Student Guide v2.0 August 2010 Page
• prepare a customer service policy for Brad’s business
• prepare a standard for handling complaints
• prepare a work instruction for handling a complaint
• give an example of how you would change an element of the customer service system in response to the complaint about the quality of the meals
• outline how you would change the work culture in the kitchen
• outline how you would evaluate the customer service Brad’s Holiday Retreat gives in the future
BSB40207 Certificate IV in Business
_____________________________________________________________________________________________
HCICSS Coordinate Implementation of Customer Service Strategies Student Guide v2.0 August 2010 Page 5
• design a customer survey questionnaire and survey process that will increase
Brad’s understanding of his and Rosemary’s customers’ wants and needs in relation to meals o outline the sample group o design the questions (no more than ten) o explain how the questionnaire will be distributed o explain how you will collate your results and mock up a report to show how you will present your results.
Specifications
The assessor will be looking for you to:
• show an understanding of what customer service is
• write an effective standard that people can understand
• write a work instruction that people can easily follow
• understand the elements of a customer service system
• analyse data and make relevant recommendations
• show an understanding of what drives a customer service culture
• show an understanding of design principles for a customer service survey
• show an understanding of how to create a report which compels the reader to take action whilst understanding what the resource implications are.
BSB40207 Certificate IV in Business
_____________________________________________________________________________________________
HCICSS Coordinate Implementation of Customer Service Strategies Student Guide v2.0 August 2010 Page