Subject Code & Title : BSBOPS505 Manage Organizational Customer Service Project
Assignment Type : Assessment 2
Part A : Complete the following activities:
1.Write a complex complaint briefing report.
Your investigation should include an analysis of the legal situation, example cases and recommendations for how to avoid this situation in the future.
Your briefing report should address:
a. Summary of the issues
b. Analysis of relevant legislation.
c. Issues with use of group buying web sites for businesses, including benefits and pitfalls.
d. Recommendations for actions, including response to the customers, as well as recommendations that can be adopted internally to avoid this situation reoccurring.
BSBOPS505 Assessment 2 Manage Organizational Customer Service Project – Australia.
Use the Briefing Report Template to guide your work.
2.Prepare a draft email to your assessor.
It should introduce and summarise the contents of the attachment.
3.Take a screen shot of your folder and files.
Ensure that you have an overall folder for your work for this unit, as well as sub folders if necessary.
All of the documents that you have submitted for this assessment task should be correctly named and filed.
Folders must be logical and well-organised, and you will be assessed on this.
Part B :
Complete the following activities:
1.Conduct research
Use the internet to research real life customer surveys used by businesses, as well as how these surveys are administered (e.g. online) and how often.
Identify best practices in customer surveys in regard to questionnaire design and survey method and frequency. Make notes on your findings
2.Develop a customer survey
Based on the areas identified in the task instructions (i.e. quality of service, ability to meet timelines, staff performance and cost of services), develop a customer survey.
BSBOPS505 Assessment 2 Manage Organizational Customer Service Project – Australia.
Your survey should include at least 10 questions.
You may also include rating criteria for customer to rate their responses.
Send the customer survey to your assessor via email. Your email should outline the purpose of the survey and include your recommendations on how often the survey should be administered and by what method based on the research you undertook. You should include a clear rationale for your recommendations.
3.Send an email to your assessor.
Your email should outline the purpose of the survey and include your recommendations on how often the survey should be administered and by what method based on the research you undertook. You should include a clear rationale for your recommendations.
It should introduce and summarise the contents of the attachment and seek their feedback and approval to move forward with the project. Attach your Customer Survey to the email.
Complete the following activities:
4.Write a Customer Survey Report.
Review the scenario information and analyse the results.
Develop a short report (about 1 page) to discuss the results of your analysis.
BSBOPS505 Assessment 2 Manage Organizational Customer Service Project – Australia.
Your briefing report should include, as a minimum:
a. A short introduction outlining where the data is from
b. An analysis of the results against industry benchmarks for overall customer satisfaction, ease of doing business and customer loyalty.
c. Your overall analysis of how the company is performing in terms of customer service.
7. Your recommendations based on the customer survey conducted and your analysis.
Use the Customer Survey Report Template to guide you work.
5.Prepare a draft email to your team (your assessor).
It should introduce and summarise the contents of the attachment.
BSBOPS505 Assessment 2 Manage Organizational Customer Service Project – Australia.
6.Take a screen shot of your folder and files.
Ensure that you have an overall folder for your work for this unit, as well as sub folders if necessary.
All of the documents that you have submitted for this assessment task should be correctly named and filed.
Folders must be logical and well-organised, and you will be assessed on this.
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