BSBCUS401 Assessment 2

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School

Warwick *

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507

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Electrical Engineering

Date

Nov 24, 2024

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46

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TASK 2 – Project and Report Project – Customer Service Strategies 1. Assess customer needs a) A questionnaire on customer service needs and analysis report with recommendations No . Questions Answer Yes No Other 1 Do you feel that the service is of a high standard and quality? ☐ ☐ ☐ 2 Have you ever had to return a purchase? ☐ ☐ ☐ 3 Do you find products and services that are accessible and affordable? ☐ ☐ ☐ 4 Is our work environment comfortable and acceptable for you? ☐ ☐ ☐ 5 Would you recommend this company to others? ☐ ☐ ☐
6 If you have any problems with this business, could you get a quick answer and solution? ☐ ☐ ☐ Strong ly disagr ee Disagr ee Neutr al Agre e Strong ly Agree 7 All the products are well described and the service information is clear and accurate. ☐ ☐ ☐ ☐ ☐ 8 In your choice Are the employees highly skilled and knowledgeab le? ☐ ☐ ☐ ☐ ☐
9 Provide timely service to maintain high standards? ☐ ☐ ☐ ☐ ☐ 10 Please add comments and suggestions for improvements. Customer survey 10 People Customer 1 No . Questions Answer Yes No Other 1 Do you feel that the service is of a high standard and quality? ☒ ☐ ☐ 2 Have you ever had to return a purchase? ☐ ☒ ☐ 3 Do you find products and services that are accessible and affordable? ☒ ☐ ☐
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4 Is our work environment comfortable and acceptable for you? ☒ ☐ ☐ 5 Would you recommend this company to others? ☒ ☐ ☐ 6 If you have any problems with this business, could you get a quick answer and solution? ☒ ☐ ☐ Strongl y disagr ee Disagr ee Neutr al Agre e Strong ly Agree 7 All the products are well described and the service information is clear and accurate. ☒ ☐ ☐ ☐ ☐ 8 In your choice Are the employees ☒ ☐ ☐ ☐ ☐
highly skilled and knowledgeabl e? 9 Provide timely service to maintain high standards? ☐ ☐ ☐ ☒ ☐ 10 Please add comments and suggestions for improvements. I have a feeling that some employees are more experienced than others. Customer 2 No . Questions Answer Yes No Other
1 Do you feel that the service is of a high standard and quality? ☐ ☐ ☒ 2 Have you ever had to return a purchase? ☒ ☐ ☐ 3 Do you find products and services that are accessible and affordable? ☒ ☐ ☐ 4 Is our work environment comfortable and acceptable for you? ☒ ☐ ☐ 5 Would you recommend this company to others? ☐ ☐ ☒ 6 If you have any problems with this business, could you get a quick answer and solution? ☐ ☐ ☒ Strongl y disagr ee Disagr ee Neutr al Agre e Strong ly Agree 7 All the products are well described ☐ ☐ ☐ ☐ ☒
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and the service information is clear and accurate. 8 In your choice Are the employees highly skilled and knowledgeabl e? ☐ ☐ ☐ ☒ ☐ 9 Provide timely service to maintain high standards? ☐ ☐ ☐ ☐ ☒ 10 Please add comments and suggestions for improvements. In a very noisy environment, it is difficult to hear and talk to others.
Customer 3 No . Questions Answer Yes No Other 1 Do you feel that the service is of a high standard and quality? ☒ ☐ ☐ 2 Have you ever had to return a purchase? ☒ ☐ ☐ 3 Do you find products and services that are accessible and affordable? ☒ ☐ ☐ 4 Is our work environment comfortable and acceptable for you? ☐ ☐ ☒ 5 Would you recommend this company to others? ☐ ☐ ☒
6 If you have any problems with this business, could you get a quick answer and solution? ☒ ☐ ☐ Strongl y disagr ee Disagr ee Neutr al Agre e Strong ly Agree 7 All the products are well described and the service information is clear and accurate. ☐ ☐ ☐ ☒ ☐ 8 In your choice Are the employees highly skilled and knowledgeabl e? ☐ ☐ ☒ ☐ ☐
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9 Provide timely service to maintain high standards? ☐ ☐ ☐ ☒ ☐ 10 Please add comments and suggestions for improvements. None Customer 4 No . Questions Answer Yes No Other 1 Do you feel that the service is of a high standard and quality? ☐ ☐ ☒
2 Have you ever had to return a purchase? ☒ ☐ ☐ 3 Do you find products and services that are accessible and affordable? ☒ ☐ ☐ 4 Is our work environment comfortable and acceptable for you? ☒ ☐ ☐ 5 Would you recommend this company to others? ☒ ☐ ☐ 6 If you have any problems with this business, could you get a quick answer and solution? ☒ ☐ ☐ Strongl y disagr ee Disagr ee Neutr al Agre e Strong ly Agree 7 All the products are well described and the service ☐ ☐ ☒ ☐ ☐
information is clear and accurate. 8 In your choice Are the employees highly skilled and knowledgeabl e? ☐ ☐ ☐ ☒ ☐ 9 Provide timely service to maintain high standards? ☐ ☐ ☐ ☐ ☒ 10 Please add comments and suggestions for improvements. Received some mixed products but it was dealt with quickly.
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Customer 5 No . Questions Answer Yes No Other 1 Do you feel that the service is of a high standard and quality? ☒ ☐ ☐ 2 Have you ever had to return a purchase? ☐ ☒ ☐ 3 Do you find products and services that are accessible and affordable? ☒ ☐ ☐ 4 Is our work environment comfortable and acceptable for you? ☐ ☐ ☒ 5 Would you recommend this company to others? ☐ ☐ ☒ 6 If you have any problems with this business, could you get a quick answer and solution? ☒ ☐ ☐
Strongl y disagr ee Disagr ee Neutr al Agre e Strong ly Agree 7 All the products are well described and the service information is clear and accurate. ☐ ☐ ☐ ☐ ☒ 8 In your choice Are the employees highly skilled and knowledgeabl e? ☐ ☐ ☒ ☐ ☐ 9 Provide timely service to maintain high standards? ☐ ☐ ☐ ☒ ☐
10 Please add comments and suggestions for improvements. Excellent! But employees just have to go a little faster when dealing with busy tasks. Customer 6 No . Questions Answer Yes No Other 1 Do you feel that the service is of a high standard and quality? ☐ ☒ ☐ 2 Have you ever had to return a purchase? ☒ ☐ ☐
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3 Do you find products and services that are accessible and affordable? ☒ ☐ ☐ 4 Is our work environment comfortable and acceptable for you? ☒ ☐ ☐ 5 Would you recommend this company to others? ☒ ☐ ☐ 6 If you have any problems with this business, could you get a quick answer and solution? ☒ ☐ ☐ Strongl y disagr ee Disagr ee Neutr al Agre e Strong ly Agree 7 All the products are well described and the service information is clear and accurate. ☐ ☐ ☒ ☐ ☐
8 In your choice Are the employees highly skilled and knowledgeabl e? ☐ ☐ ☐ ☐ ☒ 9 Provide timely service to maintain high standards? ☐ ☐ ☐ ☒ ☐ 10 Please add comments and suggestions for improvements. No Customer 7
No . Questions Answer Yes No Other 1 Do you feel that the service is of a high standard and quality? ☒ ☐ ☐ 2 Have you ever had to return a purchase? ☐ ☒ ☐ 3 Do you find products and services that are accessible and affordable? ☒ ☐ ☐ 4 Is our work environment comfortable and acceptable for you? ☒ ☐ ☐ 5 Would you recommend this company to others? ☐ ☒ ☐ 6 If you have any problems with this business, could you get a quick answer and solution? ☒ ☐ ☐ Strongl y disagr ee Disagr ee Neutr al Agre e Strong ly Agree
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7 All the products are well described and the service information is clear and accurate. ☐ ☐ ☐ ☒ ☐ 8 In your choice Are the employees highly skilled and knowledgeabl e? ☐ ☐ ☒ ☐ ☐ 9 Provide timely service to maintain high standards? ☐ ☐ ☐ ☐ ☒ 10 Please add comments and suggestions for improvements. Employees don't know what they are doing or what they are talking about.
Customer 8 No . Questions Answer Yes No Other 1 Do you feel that the service is of a high standard and quality? ☒ ☐ ☐ 2 Have you ever had to return a purchase? ☒ ☐ ☐ 3 Do you find products and services that are accessible and affordable? ☒ ☐ ☐ 4 Is our work environment comfortable and acceptable for you? ☒ ☐ ☐
5 Would you recommend this company to others? ☒ ☐ ☐ 6 If you have any problems with this business, could you get a quick answer and solution? ☒ ☐ ☐ Strongl y disagr ee Disagr ee Neutr al Agre e Strong ly Agree 7 All the products are well described and the service information is clear and accurate. ☐ ☐ ☐ ☐ ☒ 8 In your choice Are the employees highly skilled and ☐ ☐ ☐ ☐ ☒
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knowledgeabl e? 9 Provide timely service to maintain high standards? ☐ ☐ ☐ ☒ ☐ 10 Please add comments and suggestions for improvements. Some employees need to be more confident and solve problems on their own. Customer 9 No . Questions Answer Yes No Other
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1 Do you feel that the service is of a high standard and quality? ☐ ☒ ☐ 2 Have you ever had to return a purchase? ☐ ☒ ☐ 3 Do you find products and services that are accessible and affordable? ☒ ☐ ☐ 4 Is our work environment comfortable and acceptable for you? ☒ ☐ ☐ 5 Would you recommend this company to others? ☐ ☐ ☒ 6 If you have any problems with this business, could you get a quick answer and solution? ☒ ☐ ☐ Strongl y disagr ee Disagr ee Neutr al Agre e Strong ly Agree 7 All the products are well described ☐ ☐ ☐ ☒ ☐
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and the service information is clear and accurate. 8 In your choice Are the employees highly skilled and knowledgeabl e? ☐ ☐ ☐ ☐ ☒ 9 Provide timely service to maintain high standards? ☐ ☒ ☐ ☐ ☐ 10 Please add comments and suggestions for improvements. The staff gave the wrong information. Therefore, have to change the product later.
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Customer 10 No . Questions Answer Yes No Other 1 Do you feel that the service is of a high standard and quality? ☒ ☐ ☐ 2 Have you ever had to return a purchase? ☐ ☒ ☐ 3 Do you find products and services that are accessible and affordable? ☒ ☐ ☐ 4 Is our work environment comfortable and acceptable for you? ☒ ☐ ☐ 5 Would you recommend this company to others? ☒ ☐ ☐
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6 If you have any problems with this business, could you get a quick answer and solution? ☒ ☐ ☐ Strongl y disagr ee Disagr ee Neutr al Agre e Strong ly Agree 7 All the products are well described and the service information is clear and accurate. ☐ ☐ ☒ ☐ ☐ 8 In your choice Are the employees highly skilled and knowledgeabl e? ☐ ☒ ☐ ☐ ☐
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9 Provide timely service to maintain high standards? ☐ ☐ ☐ ☒ ☐ 10 Please add comments and suggestions for improvements. Although I don't like the product as my personal preference, but a business can handle the situation very much. with the product being swept along in accordance b) A report on diagnosed customer service problems and options to improve customer service. No . Questions 10 Peoples Yes No Other 1 Do you feel that the service is of a high standard and quality? 6 2 2
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2 Have you ever had to return a purchase? 5 5 - 3 Do you find products and services that are accessible and affordable? 10 - - 4 Is our work environment comfortable and acceptable for you? 8 - 2 5 Would you recommend this company to others? 5 1 4 6 If you have any problems with this business, could you get a quick answer and solution? 9 1 - Strongl y disagr ee Disagr ee Neutr al Agre e Strong ly Agree 7 All the products are well described and the service 1 - 3 3 3
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information is clear and accurate. 8 In your choice Are the employees highly skilled and knowledgeabl e? 1 1 3 2 3 9 Provide timely service to maintain high standards? - 1 - 6 3 10 Please add comments and suggestions for improvements. Customer 1 - I have a feeling that some employees are more experienced than others. Customer 2 - In a very noisy environment, it is difficult to hear and talk to others. Customer 3 – None Customer 4 - Received some mixed products but it was dealt with quickly.
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Customer 5 - Excellent! But employees just have to go a little faster when dealing with busy tasks. Customer 6 - Employees don't know what they are doing or what they are talking about. Customer 7 - No Customer 8 - Some employees need to be more confident and solve problems on their own. Customer 9 - The staff gave the wrong information. Therefore, have to change the product later Customer 10 - Although I don't like the product as my personal preference. But a business can handle the situation very much. with the product being swept along in accordance 0 1 2 3 4 5 6 7 Y E S N O O T H E R DO YOU FEEL THAT THE SERVICE IS OF A HIGH STANDARD AND QUALITY?
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0 1 2 3 4 5 6 Y E S N O O T H E R HAVE YOU EVER HAD TO RETURN A PURCHASE? 0 2 4 6 8 10 12 Y E S N O O T H E R DO YOU FIND PRODUCTS AND SERVICES THAT ARE ACCESSIBLE AND AFFORDABLE?
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0 1 2 3 4 5 6 7 8 9 Y E S N O O T H E R IS OUR WORK ENVIRONMENT COMFORTABLE AND ACCEPTABLE FOR YOU? 0 1 2 3 4 5 6 Y E S N O O T H E R WOULD YOU RECOMMEND THIS COMPANY TO OTHERS?
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0 1 2 3 4 5 6 7 8 9 10 Y E S N O O T H E R IF YOU HAVE ANY PROBLEMS WITH THIS BUSINESS, COULD YOU GET A QUICK ANSWER AND SOLUTION? 0 0.5 1 1.5 2 2.5 3 3.5 S T R O N G L Y D I S A G R E E D I S A G R E E N E U T R A L A G R E E S T R O N G L Y A G R E E ALL THE PRODUCTS ARE WELL DESCRIBED AND THE SERVICE INFORMATION IS CLEAR AND ACCURATE.
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The questionnaire provides information that customers expect of high standard services and products. Being in a good and comfortable environment Customers also rely on employees. Expect them to have full knowledge 0 0.5 1 1.5 2 2.5 3 3.5 S T R O N G L Y D I S A G R E E D I S A G R E E N E U T R A L A G R E E S T R O N G L Y A G R E E IN YOUR CHOICE ARE THE EMPLOYEES HIGHLY SKILLED AND KNOWLEDGEABLE? 0 1 2 3 4 5 6 7 S T R O N G L Y D I S A G R E E D I S A G R E E N E U T R A L A G R E E S T R O N G L Y A G R E E PROVIDE TIMELY SERVICE TO MAINTAIN HIGH STANDARDS?
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of what they are dealing with and prompt service. Found that businesses are making some key points about the workplace environment. Some customers complained about the noise. Additionally, it was evident that some employees lacked the skills and knowledge necessary for their job duties. which spoils the service as well as putting more workload and stress on others who have more experience. These areas must be closely monitored to confirm the allegations and findings. and choose the best way to manage and solve problems.
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2. Identify ways to improve customer service Report The Customer Service Quality Questionnaire was conducted with 10 customers, which revealed areas within the business that deserve the company's attention. Customer reports: Inconsistencies in customer service and skill levels and knowledge from employees unfavorable environment It's very noisy and hard to understand. Service can be expedited There are some processes that slow down because of lack of knowledge. Lack of interpersonal skills Lack of trust and confidence These problems are all interconnected. Separately, the main issue depends on the ability to work and the vision of the employees. Skill Gap Analysis and performance assessment are needed to keep employees engaged. Be more involved and understand improvement issues Management must ensure a great team culture. Trust among team members and openness when dealing with criticism.
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Employees must discuss with their supervisors. How to improve your performance as well as the overall business process Everyone's participation fosters relationships. Great work environment, inclusivity, adoption, compliance, innovation, and creativity. It tends to improve overall business results through optimization and efficiency. The best way to guide employees on a path of reflection and self-improvement is through growth and learning opportunities. Employees need to be given opportunities to learn and improve. which will not only increase skills and knowledge but also increases morale, motivation, confidence, speed of service. and will make everyone understand the same throughout the process Continuous and regular follow-up of training achievements and meetings to discuss performance will demonstrate care and concern. Not only in the business but also in their employees. In this way, they feel empowered to contribute and give their best for the company. All these aspects relate to the following organizational requirements: Access and Equality Principles and Practices: Everyone must be treated equally and given the
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same opportunities to improve their careers and businesses. Anti-Discrimination and Related Policies: No one will judge others on their personal terms. Ethical Standards: Everyone deserves the opportunity to improve. Goals, Objectives, Plans, Systems, and Processes: Guarantee great employees. engage and motivate them This will reflect the productivity, profitability, and reputation of the business. Legal and Organizational Policies, Guidelines, and Requirements: Training and Access to Opportunities Must be given to employees free of charge. OHS Policies, Procedures, and Programs: Training will guarantee the knowledge of WHS processes and procedures necessary to maintain safe work activities. Quality and Continuous Improvement Processes and Standards: Businesses are committed to continual improvement opportunities. 3. Provide advice on improving customer service – PowerPoint slides presentation
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a) Develop a PowerPoint presentation to present your findings from Parts A and B on service needs of customers and ways to make improvements
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b) Arrange with management, staff and other interested parties to attend the presentation on customers’ service needs and strategies to improve customer service. If you are in a simulated workplace environment, you may ask your fellow students to represent the invited individuals and groups. Done c) Design a presentation feedback form (of at least 5 questions) to gather comments from your audience on customer service needs and your proposed improvements. Provide a copy of the feedback form to your assessor. Feedback form Question Yes No Presentation on the quality of customer service ☒ ☐ Do you fully understand what is presented? ☒ ☐ Do you believe improvement suggestions will be effective? ☒ ☐ In your opinion, are their other customer needs that are not addressed? ☐ ☒
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Do you have any additional suggestions to make? ☐ ☒ Do you have any concerns about the changes to be made? There are some concerns about implementing the change. It is known that human nature is used to certain patterns and routines. It is difficult to accept or adapt to new changes. d) Gather and analyse the presentation audience feedback on customer service needs and your proposed improvements. Explain your findings in a report, i.e., did the audience agree, disagree, support your findings and ideas, reflect concern to change, etc.
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Report The audience agrees on what is presented through the presentation of customer needs and how to improve the quality-of-service level. The idea is supported although there are some concerns about the implementation of the changes. It is known that human nature is used to certain patterns and routines. It is difficult to accept or adapt to new changes. All stakeholders involved are required throughout the entire process of discussion of improvements, agreements, and implementation. This will ensure participation and a better understanding of the reasons for the change. As well as accepting and complying with what will change What do I need to hand in for this task? Have I completed this? A questionnaire on customer service needs and analysis report with recommendations ☐
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Report on diagnosed customer service problems and options to improve customer service. ☐ PowerPoint presentation (printed 6 slides to a page), presentation feedback form and report on audience reaction to customer service needs and your proposed improvements. ☐
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Text book image
Engineering Electromagnetics
Electrical Engineering
ISBN:9780078028151
Author:Hayt, William H. (william Hart), Jr, BUCK, John A.
Publisher:Mcgraw-hill Education,
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