Assessment Answer Booklet BSBOPS505 Task 2

ASSESSMENT ANSWER BOOKLET
FULL NAME
STUDENT ID NVR TERM 2 YEAR 2024
UNIT NAME Manage organisational customer service
UNIT CODE BSBOPS505 DUE DATE 21/04/2024 DATE SUBMITTED

TRAINER NAME Psalm
Student Declaration
By submitting this assessment, I acknowledge and agree that:
1. I declare that this assessment has been completed by me and is my own work.
2. I have read and understood the assessment requirements for this unit.
3. This assessment is submitted in accordance with the NVR Copying and Plagiarism
Policy. I also understand the serious nature of academic dishonesty (such as
plagiarism) and the penalties attached to being found guilty of committing such
offences.
4. No part of this assessment has been copied from any other source without
acknowledgement of the source.
5. No part of this assessment has been written by any other person, except to the
extent of collaboration and/or group work as defined in the assessment.
6. A copy of the original assessment is retained by me and that I may be required to
submit the original assessment to the trainer upon request.
7. I am aware that assessments are completed within a simulated work environment.
8. I am aware of my appeal rights.
Student Name
Date
BSBOPS505 Manage organisational customer service

Issue date: 10/08/2021 NVR Education Australia Page
ABN: 40 622 911 826, RTO ID: 45529, CRICOS ID: 03794C
Level 3, 770 – 772 George Street Sydney NSW 2000, Ph 02 8970 4043, www.nvr.edu.au
BSBOPS505
Manage organisational customer service
Task 2 – Project
Please read Assessment PDF document page 9 to 13 to understand the
requirements for this Task 2.
You MUST read the Simulation Pack before Completing Task 2 Project
Student name:
Assessor:
Date:
Business this assessment is Worlducation

based on:

Section 1: Establish customer service requirements

1 Provide a brief overview of the business you are basing your portfolio on.
1.1 What is the name of the business?
1.2 What is the main focus/activities of the business?
1.3 Describe the products/services/programs associated with your chosen business.
1.4 What role will you assume as you manage customer service?
1.5 Which roles will you supervise that provide customer service?
1.1-1.3 You must provide an overview of the business including the name, main focus/activities of
the business and a description of the products/services/programs associated with the business.
1.4 -1.5 The sales manager is responsible for customer service and supervises sales
representatives, call centre staff and advertising staff.
2 Describe one (1) product/service/program you will focus on for the remainder of this
assessment.
2.1 Choose ONE (1) product/service/program that is related to customer service.
Note: this product/service/program should have at least one (1) customer service
problem and related system issue.
2.2 Summarise mathematical information about your chosen product/service/program
targets contained in your business’s business plan and customer service plan (e.g. sales
targets, complaint resolution targets etc.).
2.1-2.2 You must choose one product/service/program to focus this assessment on and
summarise the mathematical information about their chosen product/service/program target.
Note: For this assessment, the focus will be on customer service related to sales support
(understanding the customer’s needs and responding to complaints).
3 Describe the customers of your chosen product/service/program.

3.1 Who are the customers (e.g. individual or business, gender, age range, personality type,
career, quantifications etc.)?
3.2 What do you already know about your customer behaviour (i.e. how do the customers
select, buy, use your products/services or programs to satisfy their needs and wants?)
3.3 Identify at least two (2) sources of information you may use to do customer research.
3.4 Use the sources to research and further summarise customer requirements.
3.1-3.4 You should describe your customers by providing information about the gender, age etc.
You should explain what you already know about your customers and use two (2) sources of
information to do further customer research to summarise customer requirements.
4 Describe customer service in your chosen business

4.1 Describe the quality of existing customer relations in your business (i.e. positive,
negative, consultative, respectful, distant etc.) related to your chosen
product/service/program.
4.2 Describe any legislative, regulatory and code of practices related to customer service in
your business.
4.3 Describe any existing policies and procedures for customer service and the handling of
customer complaints.
Note: Attach proof of the policies to this section of your portfolio.
4.4 Identify any protocols you need to follow as you:
4.4.1. manage people who provide customer service (e.g. internal communication
protocols).
4.4.2. interact with customers (e.g. external communication protocols)
4.4.3. do your own work (e.g. work location and times)
4.1-4.4
You are required to describe the quality of existing customer relations in the business.
You must also describe any legislation, regulations, codes of practice and existing policies and
procedures for customer service and handling of customer complaints .

Legislation may include Competition and Consumer Act 2010, Anti-discrimination law, WHS Act
2011, Contract law, and Privacy Act 1988
Policies and Procedures: Please summarise the Customer Service policy in the Simulation Pack.
You must also identify protocols to follow to manage people who provide customer service,
protocols for interacting with customers and protocols to do your own work.
5 Identify best practice models and standards relevant to the customer service of your chosen
business product/service/program.
5.1 Summarise at least one (1) best practice model.
5.2 Summarise at least one (1) standard.
5.3 Evaluate your business’s product/service/program against the identified standard and
best practise model and standard.
5.1-5.3 You are required to summarise one best practice model and one customer service
standard relevant to their chosen product/service/program. You should use the best practise
model and standard to evaluate their customer service and product/service/program.
Best practice: Summarise at least one (1) best practice model.
Customer service standard: Summarise at least one (1) standard.

https://www.callcentrehelper.com/industry-standards-metrics-125584.htm#:~:text=Industry%20Standard
%20%E2%80%93%2080%25%20of%20calls,of%20calls%20in%2015%20seconds
Evaluation: Evaluate Worlducation’s product/service/program against the identified standard and

best practise model and standard.
6 Seek written customer feedback from at least two (2) customers on:
 product/service/program quality, cost and time frames
 service delivery expectations
 specific problems or complaints
 their experience with individual customer service representatives.
Customer feedback should include at least one (1) complex customer complaint. Make sure
you use appropriate conventions and protocols when communicating with customers.
6.1 How will you seek customer feedback (e.g. online review, review comments using inbuilt
review functionality, survey, telephone call etc.)?
6.2 How will you manage the feedback received from customers within your business’s
system?
Note: Attach proof of the feedback (link to an online survey) and how you managed the
feedback in the business’s system (e.g. online survey results entered into a feedback register)
to this section of your portfolio. You can use fellow students to provide feedback to each
other.
You must seek written customer feedback from at least two (2) customers. Customer feedback
should include information about:
 product/service/program quality, cost and time frames
 service delivery expectations
 specific problems or complaints
 their experience with individual customer service representatives.
You are required to provide proof of how they sought feedback (e.g. link to an online survey). You
should also provide proof of how they managed the feedback in the business’ systems.
Suggestion: You may use free online survey to create your online survey. Once done please also
take a screenshot of your online survey and insert it here.
https://freeonlinesurveys.com/
Example:

Seek feedback from at least 2 customers

You are required to email the survey link to 2 customers asking them to complete the survey.
To: Customer 1
Subject: Survey
Attachment: NA
Content: Ask your customer to complete the survey. Please insert your survey link in the email.
Regards,
Your name
Sales Manager
To: Customer 2
Subject: Survey
Attachment: NA
Regards,
Your name
Sales Manager

How will you manage the feedback received from customers within your business’s system?
Insert your answer – Use the feedback register from the Simulation to record the feedback
received.
Date Staff member: Complaint: Person Action taken: Resolved?

responsible:

7 Summarise customer service feedback.

7.1 What are customer service requirements for the product/service/program quality, cost
and time frames?
7.2 What is the customer’s service delivery expectations?
7.3 Describe any problems or complaints.
7.4 How has the customer experienced interactions with customer service staff?
Review and summarise customer feedback form the Simulation Pack Additional information
about customer feedback’ Pages 2 – 3.
Quality/cost/time frames:
What are customer service requirements for the product/service/program quality, cost and time
frames?
Service delivery expectations:

What is the customer’s service delivery expectations
Problems:
Describe any problems or complaints
Sales Rep feedback: Summarise feedback from sales rep.
Call centre staff feedback: Summarise feedback from call centre staff.
8 Identify system issues linked to the problems identified by customers (as per the customer
feedback).
These problems should include complex and non-routine difficulties (e.g. delayed shipment

due to the COVID-19 pandemic).
8.1 Describe at least two (2) system problems that have contributed to poor customer
service.
8.2 Take responsibility for addressing the difficulties experienced (e.g. send an email to the
CEO, respond to a review comment, request training etc.).
Two (2) system problems that have contributed to poor customer service include:
Describe at least two (2) system problems that have contributed to poor customer service.
Email
To: CEO, Sales Reps, Advertising Staff
Subject: Please review and respond
Attachment: NA
Dear all,
Content: Send an email to CEO, Sales Reps, and advertising staff to take responsibility to
respond to a review comment, request training etc.
Regards,
Your name
Sales Manager

Note: Attach proof of how you’ve taken responsibility to this section of your portfolio.
Attach: Policies and procedures ☐
Proof of the feedback ☐
Proof of how you managed the feedback in the ☐

business’s system
Proof of how you’ve taken responsibility ☐

Section 2: Deliver quality customer service
1 Describe at least two (2) customer service goals to meet the customer service requirements
and product/service/program targets established in Section 1.
Customer service goals:
Describe at least two (2) customer service goals to meet the customer service requirements
and product/service/program targets established in Section 1.
2 Integrate customer service goals and requirements (identified in Section 1) into the existing
business plan.
Make sure any changes you make to the business plan are obvious (e.g. by highlighting the
added information). Your style of writing should be appropriate for business use.
Note: Attach the modified business plan to this section of your portfolio.

Integrate customer service goals and requirements (identified in Section 1) into the
existing business plan.
You are required to highlight the changes, so your trainer could see it.
Updated Business Plan
Executive Summary
Founded in 2016, Worlducation is a social start-up that manufactures tablet computers for primary school
students. Our focus is not only on the hardware, but also creating software, content and activities to better
engage and educate primary school students.
Worlducation aims to change the way children learn at school by implementing artificial intelligence
technology that can follow up on each child’s progress and adjust to their needs as they learn, creating the
optimal path learning experience. Worlducation envisions a world in which every child learns how to read
and write – a world without illiteracy. This is why, for each classroom that buys our product, we donate and
train a classroom somewhere around the world that can’t afford the same technology. We then connect the
classrooms together so that they can grow and collaborate throughout their learning cycle.
Vision Statement
To see a world without illiteracy.
Mission Statement
To be the change and facilitate a world without illiteracy by changing the way children learn at school and
the number of schools that have access to technology.
Our values are:

Core values underpinning our activities are:
 Ethical principles
 Innovation
 Collaboration.
Strategic Priorities
To be well led, high performing, profitable and accountable.

 Ensure that all financial operations, performance indicators and results support the strategic policies
 Identify new and expand existing sources of revenue and ways to help more classrooms in need.
 Achieve profits of at least 10% per annum.
Increase our reach
 Increase range of products and services offered to reach a larger target market
 Increase sales to increase donations to needy classrooms.
Continue building deeper customer relationships
 Customer-centred practice, with a focus on meeting their total needs for high-quality technology
 Strengthen the skills of our people, to better support customers
 Drive innovation to better meet customer demands
Attract, engage and develop the best staff
 Continuing the drive to a customer centred, high performance workforce and culture
 Strengthening the skills of our people, to better support customer needs
 Empowering innovation and responsiveness to change
 Continuing to enhance the diversity of our workforce
 Exploring the use of technology in human resources.
The Market
The technology market is a growing and ever-changing industry due to the rapid rate that technology is
being updated. Emerging technologies include artificial intelligence and the Internet of Things (IOT). There is
an increasing focus on cyber security.
Due to the global pandemic, the issues with the manufacturing industry have impacted on the supply of
hardware components.
The trend for consumer spending during the pandemic has taken a downturn but this has not affected the
ICT industry as due to more people working from home, consumer appetite for tablets has increased.
Situation Analysis
Strengths Weaknesses

 Value and quality  Brand name not developed as well it could be
 Strong management  Growing organisation
 Customer loyalty
 Friendly organisational culture
 Level of available finance for investment
Opportunities Threats
 Schools needing to upgrade technology  High level of competition
 Opportunities to offer a range of services  Economic downturn meaning less spent

generally
 Opportunities for synergies across all services
and products  Failing to satisfy clients demands
Marketing Strategies
Our marketing strategies aim to:
 build our brand
 generate leads now
 convert those leads quickly
 have every part of the business supporting each other.
We plan to develop our market share by:
 Improving our marketing and advertising
 Continually improving the quality of service given to clients
 Maintaining effective communication channels with all stakeholders to ascertain industry

requirements and then develop products and manage services accordingly
 Continually improving communication channels with all our stakeholders, ensuring a flow of timely and
accurate information to facilitate effective planning and decision making
 Targeting identified growth markets with planned, market appropriate campaigns employing a variety
of promotional strategies and advertising mediums
 Offering attractive fee structures to our clients

 Continually improving the skills, knowledge and effectiveness of our team through our commitment to
training and development
 Regularly reviewing the effectiveness of all our operations and making improvements when and where
necessary.

3 Refine at least one (1) of your business’s customer service policies and procedures to reflect
best practice models, standards and customer service goals and requirements (as identified /
evaluated in Section 1).
Make sure any changes you make to the policies and procedures are obvious (e.g. by
highlighting the added information).
Note: Attach the modified policies and procedures to this section of your portfolio,
Update the customer service policy to reflect best practice models, standards and customer
service goals and requirements (as identified / evaluated in Section 1).
In take 1 you identified best practice models, standards and customer service goals and
requirements. Add this information to the existing customer service policy.
Please highlight the changes, so your trainer could see it.
Updated Customer service policy
Policy
Worlducation is committed to:
 Politeness – the use of good manners in all interactions
 Responsiveness – meet agreed timeframes and follow up on all queries
 Professionalism – being objective and knowledgeable and demonstrating integrity
 Understanding – customers and their business
 Confidentiality – respecting the confidentiality of customer information
 Transparency – processes are clear, consistent, easy to access and documented.
General Principles
Staff will:
 demonstrate to the customer at all times respect, courtesy, patience, attentiveness, consideration
and sensitivity that is appropriate to the age, culture and linguistic background of the individual or
group
 listen to what customers have to say and determine the exact nature of the request
 respond to customer enquiries promptly and efficiently in a timely manner
 act with integrity and honesty when dealing with customers
 provide the customer with advice and other information that is accurate, clear, concise, reliable
and in plain language
 be sensitive to any language or other communication difficulties experienced by customers when

providing advice and other information
 present a positive image of Worlducation to the public.
Managing Telephone Enquiries

The following procedure should be followed for telephone enquiries.
 Answer the phone in a timely manner
 Greet the client with “Good morning/afternoon, this is NAME”
 Be warm and friendly
 Speak slowly and clearly
 Be careful with language –slang or jargon is not to be used
Managing Written Enquiries

All written communication will be clear and concise and adopt a formal tone.
Worlducation endeavours to acknowledge receipt of written correspondence:
 email within one working day
 mail within three working days
Where Worlducation is writing to a customer in response to an enquiry or other matter, all written
correspondence must be finalised in the timelines shown above.
Promotional materials
All promotional materials must be written clearly and simply and appeal to customers. Promotional
materials can include media releases advertisements or web site content or social media content.
Dealing with difficult customers

Worlducation staff are expected to treat customers with courtesy and respect at all times and to make
every reasonable effort to address the customer’s needs even when the customer is rude or difficult.
Staff must try and put themselves in the customer’s shoes and be empathetic.
Actively listen to what the customer is saying and repeat their concerns to make sure you are addressing
the right issue.
Use calm, objective wording e.g. As I understand you are quite rightly upset because your book did not
arrive in the time we specified.
Apologise to the customer and present a solution.
All feedback should be recorded.
Where the customer indicates they wish to lodge a formal complaint, outline the complaint procedure as in
the company’s complaints handling policy.
Confidentiality and privacy

Worlducation is committed to the protection of customer personal information. All dealings with customers
must abide by the Privacy Act 1998 and the Australian Privacy Principles contained in the Privacy Act 1998
(CTH) except when qualified by any relevant Codes of Practice, and will underpin all matters related to
personal information at Worlducation.
Complaints and Feedback

Worlducation welcomes complaints from customers. If a customer wishes to make a complaint, they may
contact us via email or via phone and discuss their complaint. Where the complaint cannot be resolved at
this first point of contact, the complaint will be referred to the management team. The customer will be
contacted with 3 working days to advise of the outcome of their complaints.
Worlducation also welcomes feedback from all of its customers and sends a link to an on-line survey for all
customers to complete. All feedback is recorded in a feedback register.
Role-play meeting
• meet with other staff members (at least two (2)) who are responsible for customer service
and associated with your identified problems and issues. Depending on your business and chosen

problem and system issue, you may need to meet separately with individuals and groups. At the
meeting:
o describe the problem and system issue.
o explain the goals, customer service requirements and product/service/program targets.
o explain the changes to the business plan and customer service policy and procedures
(make sure the meeting attendees have a copy of the new procedures).
o obtain feedback from the staff, considering their experience and strengths.
o discuss, adapt and agree on how the product/service/program will be delivered in future
to meet customer service requirements.
Make sure you foster a team environment and consider the needs of a diverse group of people
(e.g. cultural or language differences). Your audience should include at least one (1) area of
diversity. Use listening and questioning techniques to obtain feedback and confirm
understanding.
This meeting should take 30 minutes.

4 Summarise the outcomes of your meeting.

4.1 Who did you meet with?
4.2 Describe the diverse needs (e.g. language differences) of the staff members you met
with (include at least one (1) diverse need)?
4.3 How did you consider the diverse needs during your meeting?
4.4 What are the strengths and experience of the staff members you met with?
4.5 What feedback did they provide?
4.6 How will you adapt the delivery of the product/service/program to meet customer
service requirements?
If not already viewed in person by your assessor, attach proof of your meeting to this
section of your portfolio.
4.1 – 4.6 You must summarise the meeting (with at least two staff members). Please explain:
 who you met with
 what the diverse needs are
 what the strengths and weaknesses of the staff members are
You should summarise the feedback the staff members have provided about customer service and
explain how the team will adapt the delivery of customer service to meet requirements.
5 Identify and describe the physical and human resources required to address one (1) of the
identified problems and related system issues experienced by customers (identified in
Section 1).
You must include at least one (1) physical and one (1) human resource.
At least one (1) physical resource should include a written resource to convey information,
requirements or recommendations, using appropriate language to suit its purpose and
audience.
Make sure at least one (1) of your resources provides support to a staff member associated
with the problem/issue.
Complete the table to answer this question:

Problem experienced by the customer:
System issue resulting in poor customer

service:
Team member requiring support:
Human resources (at least one (1))
e.g. Additional call centre staff member
Physical resources (at least one (1))
e.g. Checklist to complete before product is

shipped to client.
How will the resources address the

problem or issue?
How will the resources support the staff

member?
6 Develop at least one (1) physical resource required to address customer service requirements
(identified in the previous step).
The physical resource must be a written resource to convey information, requirements or

recommendations. Make sure you match the style of your writing to suit the audience and
manage the resource according to organisational system and processes (e.g. use correct
document naming conventions).

Note: Attach proof of your developed physical resource (e.g. checklist) to this section of your
portfolio. Also attach proof of how you managed the written resource according to
organisational systems and processes (e.g. screen shot of the document filed in the
organisation’s filing system using the correct document naming conventions).
User Requirement Approval Form

You are required to design a user requirement approval form. Please communicate with your
trainer to see examples.
Proof how I managed the written resource according to organisational systems and
processes
Create the following file on your computer:
Sales&Marketing_Forms&Templates_User requirements approval form
Take a screenshot of your file and insert it here.
7 Procure at least one (1) human resource required to address customer service requirements
(identified in step 5).
Note: Attach proof how you procured the human resource (e.g. email to CEO requesting
permission to recruit the resource, advert etc.) to this section of your portfolio.
To: CEO
Subject: Request to hire a business analyst
Attachment: NA
Dear CEO,

Send an email to the CEO requesting permission to hire a business analyst.
Regards,
Your name
8 Deliver your product/service/program to meet customer requirements (according to your

adapted business plan, customer service policies and procedures and improved customer
service delivery).
How you deliver will depend on your business product/service or program (e.g. completed
checklist, website update, email to customer, video of face-to-face customer interaction
etc.). If you are using the case study and would like a face-to-face discussion with a
customer, speak to your assessor.
Note: Attach proof of how you’ve delivered your product/service/program to meet customer
requirements (e.g. completed checklist).
Email
To: Customer
Subject: Exciting news
Attachment: NA
Dear Customer,
Send an email to the customer to inform them of the following:
An experienced business analyst has been hired to assist in identifying customer needs in

relation to product specification / user requirements.
Regards,
Your name
Attach: Modified business plan ☐
Modified customer service policy and procedures ☐
Proof of meeting with team (if relevant) ☐
Developed physical resource ☐
Proof of how you managed the written resource according

☐
to organisational systems and processes
Proof of how you procured the human resource ☐
Proof of how you’ve delivered your

☐
product/service/program to meet customer requirements
Section 3: Monitor and assess customer service
1 Develop at least one (1) strategy to monitor customer service progress related to your
chosen problem and system issue.
Design a customer survey to obtain customer feedback. You may use the following website
to create an online survey. Once done take a screenshot of your survey and insert it here.

https://freeonlinesurveys.com
2 Use the strategy you developed in the previous step to monitor the performance of customer
service staff (using the strategies identified in section 2).
Note: Attach proof of how you monitored progress to this section of your portfolio (e.g. photo
of you observing sales staff, weekly summary of customer complaints, survey sent to
customers etc.).
Send your survey link to your customers.
To: Customers
Subject: Survey
Attachment: NA
Regards,
Your name
Sales Manager
Assume a period of time has passed. If you are using the case study, this is 6 months.
3 Assess customer service.
If you are using the case study, the data required to complete this section is contained in the
Simulation Pack. If you are basing this assessment on your own business, make sure data is
available to monitor customer service.
Are customer service goals being achieved?

Has your chosen problem and system issue been resolved?
3.1-3.2
You are required to assess customer service by determining whether customer service goals have
been achieved, whether the chosen problem has been resolved and whether any staff members
require additional support.
Please refer to the data in the simulation pack Page 4 to answer Q 3.1 and 3.2
Attach:
Proof of how you monitored progress ☐


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ASSESSMENT ANSWER BOOKLET

UNIT CODE BSBOPS505 DUE DATE 21/04/2024 DATE SUBMITTED

By submitting this assessment, I acknowledge and agree that:

BSBOPS505 Manage organisational customer service

Business this assessment is Worlducation

BSBOPS505 Manage organisational customer service

Section 1: Establish customer service requirements

3 Describe the customers of your chosen product/service/program.

BSBOPS505 Manage organisational customer service

4 Describe customer service in your chosen business

BSBOPS505 Manage organisational customer service

Best practice: Summarise at least one (1) best practice model.

Customer service standard: Summarise at least one (1) standard.

Evaluation: Evaluate Worlducation’s product/service/program against the identified standard and

 service delivery expectations

 specific problems or complaints

 their experience with individual customer service representatives.

 product/service/program quality, cost and time frames

 service delivery expectations

 specific problems or complaints

 their experience with individual customer service representatives.

BSBOPS505 Manage organisational customer service

Seek feedback from at least 2 customers

BSBOPS505 Manage organisational customer service

Date Staff member: Complaint: Person Action taken: Resolved?

BSBOPS505 Manage organisational customer service

7 Summarise customer service feedback.

Service delivery expectations:

Sales Rep feedback: Summarise feedback from sales rep.

BSBOPS505 Manage organisational customer service

due to the COVID-19 pandemic).

Subject: Please review and respond

BSBOPS505 Manage organisational customer service

Attach: Policies and procedures ☐

Proof of the feedback ☐

Proof of how you managed the feedback in the ☐

Proof of how you’ve taken responsibility ☐

BSBOPS505 Manage organisational customer service

Section 2: Deliver quality customer service

BSBOPS505 Manage organisational customer service

Our values are:

BSBOPS505 Manage organisational customer service

 Achieve profits of at least 10% per annum.

Increase our reach

 Increase sales to increase donations to needy classrooms.

Continue building deeper customer relationships

 Strengthen the skills of our people, to better support customers

 Drive innovation to better meet customer demands

Attract, engage and develop the best staff

 Strengthening the skills of our people, to better support customer needs

 Empowering innovation and responsiveness to change

 Continuing to enhance the diversity of our workforce

 Exploring the use of technology in human resources.

BSBOPS505 Manage organisational customer service

 Value and quality  Brand name not developed as well it could be

 Strong management  Growing organisation

 Friendly organisational culture

 Level of available finance for investment

 Schools needing to upgrade technology  High level of competition

 Opportunities to offer a range of services  Economic downturn meaning less spent