Assessment Task 2 v2.1 - BSBOPS404

Assessment

Task 2
Implement customer
service strategies
BSBOPS404

BSBOPS404 Implement customer service strategies V3 2021 Page 1

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greenwichcollege.edu.au
Student Declaration
To be filled out and submitted with assessment responses
I declare that this task and any attached document related to the task is all my own work and I have not
cheated or plagiarised the work or colluded with any other student(s)
I understand that if I If I am found to have plagiarised, cheated or colluded, action will be taken against
me according to the process explained to me
I have correctly referenced all resources and reference texts throughout these assessment tasks.
I have read and understood the assessment requirements for this unit
I understand the rights to re-assessment
I understand the right to appeal the decisions made in the assessment
Unit Title
Unit Code
Manuel Felipe Rodriguez Pelaez
Student name
Student ID 70443
number
Student MFRP Date
signature
2 05/06/23
Task Number

------OFFICE USE ONLY-----
For Trainer and Assessor to complete:
Student requested reasonable adjustment for the assessment
Completed successfully Comments
DNS
Did the student satisfactorily:
N
Y
The student has satisfactorily completed and ☐ ☐ ☐
submitted the following documents:
o Task 2.1 Customer meeting role play:

o Observation checklist 2.1
o Customer service notes
o Customer feedback form using Template
1
o Task 2.2 Customer service report:
o Customer service report
communicate effectively with customers ☐ ☐ ☐

including:
• Using pace, intonation, intelligible
pronunciation and listening and
questioning techniques to interact
effectively with others identify the needs
and priorities of the organisation in
delivering services to customers
• using structure, grammar and clear and
specialised language to describe customer
needs, maintain information and support a
particular position.
• Use a range of strategies to establish a
sense of connection and build rapport
with customers
• Collaborate with others contributing
knowledge and skills to achieve joint
outcomes.
• consult and communicate effectively with
relevant people
This is evidenced by:

DNS
N
Y
• Satisfactorily participating in a customer
meeting role play Observation checklist 2.1
• Positive customer feedback form
• Customer service notes
• Customer service management report
diagnose problems in delivery of customer ☐ ☐ ☐

service
respond to and report on customer feedback ☐ ☐ ☐

and complaints
review client satisfaction using verifiable data ☐ ☐ ☐

develop strategies and methods to improve ☐ ☐ ☐

customer service delivery including:
o documentation and follow up.
Task Outcome: Satisfactory ☐ Not Yet Satisfactory ☐

DNS
N
Y
Student Name:
Assessor Name:
Assessor Signature:
Date:
Table of Content
Student Declaration ............................................................................................................................................... 2
Task 2 – Advise on customer service needs ....................................................................... 7
Task 2.1 Customer meeting role play ............................................................................................................ 13

References .............................................................................................................................................................. 19
Appendix 1 – About CoffeeVille............................................................................................. 19
Appendix 2 - Organisational Chart ........................................................................................ 20
Appendix 3– Business plan excerpt ..................................................................................... 21
Appendix 4 – Budget variance .............................................................................................. 22
Appendix 5 – CoffeeVille customer service policy............................................................... 23
Appendix 6 – CoffeeVille procedures for serving customers ............................................. 24
Appendix 7 – CoffeeVille complaints policy and procedures ............................................. 26
Appendix 8 – CoffeeVille customer service survey (500 customers) completed at the end
of financial year 2019 ............................................................................................................. 28
Appendix 9 – CoffeeVille Privacy Policy ............................................................................... 29

Task 2 – Advise on customer service needs
Task summary and instructions
What is this You will review workplace documentation and customer feedback to
assessment task identify and address customer service issues. For this assessment you
about? will address the needs of both the customer and the organisation.
To complete this task, please refer to the case scenario outlined in

each of the tasks and the Appendices at the end of this document.
This task comprises of communicating with customers via an email,

face-to-face and a report in a simulated work environment.
You are required to:
• Participate in a customer meeting.

• Work with a colleague to develop a customer service report
for management.
It has been designed to evaluate your ability to:
• communicate effectively with customers including:

o Using pace, intonation, intelligible pronunciation and
listening and questioning techniques to interact effectively
with others identify the needs and priorities of the
organisation in delivering services to customers
o using structure, grammar and clear and specialised
language to describe customer needs, maintain
information and support a particular position.
o Use a range of strategies to establish a sense of
connection and build rapport with customers
o Collaborate with others contributing knowledge and skills
to achieve joint outcomes.
• diagnose problems in delivery of customer service
• respond to and report on customer feedback and complaints
• review client satisfaction using verifiable data
• consult and communicate effectively with relevant people
• develop strategies and methods to improve customer service
delivery including:
You are required to address the following:

o Role play a meeting with the customer

o Working with a partner, prepare a management report to
identify changes necessary to maintain service standards,
provide recommendations for improvement of service
delivery, and plan monitoring and reporting systems to
compare changes in customer satisfaction.
What do I need to do • submit the completed assessment tasks, according to instructions,

to complete this task • complete the tasks with sufficient detail and present them in a
satisfactorily? professional manner,
• use your own words and reference sources appropriately,
• meet the word count where required,
• use the scenario/s provided,
• use the templates provided where required,
• for your performance to be deemed satisfactory in this
assessment task you must satisfactorily address all of the
assessment criteria,
• if part of this task is not satisfactorily completed you will be asked
to complete further assessment to demonstrate satisfactory
performance.
Specifications You must deliver/participate in:
• Customer meeting role play

• Customer service report to management
You must submit to GOALS

o Observation checklist 2.1
o Customer service notes
o Customer satisfaction questionnaire (see Template 1)
o Customer service report
Resources and • Computer with Internet access

equipment • Access to Microsoft Office suites or similar software
• Learning material
• Scenario for assessment document
• Relevant policies and procedures provided in the Appendices
• Use of the templates included in this assessment document

What will the Your assessor will be looking for demonstrated evidence of your
assessor be looking ability to:
for?
• communicate effectively with customers including:
o Using pace, intonation, intelligible pronunciation and
listening and questioning techniques to interact effectively
with others identify the needs and priorities of the
organisation in delivering services to customers
o using structure, grammar and clear and specialised
language to describe customer needs, maintain
information and support a particular position.
o Use a range of strategies to establish a sense of
connection and build rapport with customers
o Collaborate with others contributing knowledge and skills
to achieve joint outcomes.
• diagnose problems in delivery of customer service
• respond to and report on customer feedback and complaints
• review client satisfaction using verifiable data
• consult and communicate effectively with relevant people
• develop strategies and methods to improve customer service
delivery including:
Re-submission You will be provided feedback on your performance by the Assessor.

opportunities The feedback will indicate if you have satisfactorily addressed the
requirements of each part of this task. If any parts of the task are not
satisfactorily completed, the assessor will explain why, and provide
you written feedback along with guidance on what you must
undertake to demonstrate satisfactory performance. Re-assessment
attempt(s) will be arranged at a later time and date. You have the
right to appeal the outcome of assessment decisions if you feel that
you have been dealt with unfairly or have other appropriate grounds
for an appeal. You are encouraged to consult with the assessor prior
to attempting this task if you do not understand any part of this task
or if you have any learning issues or needs that may hinder you when
attempting any part of the assessment.

Procedures
1. Review the assessment scenario/s, the business documentation, including policies and
procedures and the templates provided:
o Appendix 1 – About CoffeeVille
o Appendix 2 – Organisational chart
o Appendix 3 – Business plan excerpt
o Appendix 4 – Budget variance
o Appendix 5 – CoffeeVille customer service policy
o Appendix 6 – CoffeeVille procedures for serving customers
o Appendix 7 – CoffeeVille complaints and procedures
o Appendix 8 – CoffeeVille customer service policy
o Appendix 9 – CoffeeVille privacy policy
o CoffeeVille simulated website:
http://coffeeville.simulations.australiantrainingproducts.com.au/coffeeville.simulations.lea
rn.com.au/index.html
2. In week 1 partner up with another student to work on Assessment task 2.2. Start working on
this assessment with your partner.
3. In week 1 organise a time with your trainer during weeks 2 and 3 to complete Assessment
task 2.1.
4. Review the case scenario provided for this assessment.
5. Review CoffeeVille Customer Service Policy, Procedures for Serving Customers, and
Complaints Policy and Procedure (Appendix 5,6 and 7).
6. During your role play you will need to follow the CoffeeVille Complaints Policy and Procedure
(Appendix 7) and demonstrate appropriate customer service communication skills as outlined
in the CoffeeVille Procedures for Serving Customers (Appendix 6).
7. Participate in the role play.
8. Collect feedback from the customer using Template 1: Customer Satisfaction Questionnaire
below.
9. Write a customer service note about this interaction for your manager. The notes must be
organised under the following headings:
• The nature of the complaint
• The resolution that has been agreed to
• Feedback from the customer
10. 2Review the case scenario and the information in the Appendices. You may also review the
CoffeeVille website:
http://coffeeville.simulations.australiantrainingproducts.com.au/coffeeville.simulations.learn.co
m.au/index.html
11. You may want to ask questions and consult with others to complete this task. Your trainer will
play the role of Mary White your manager.
12. Write a report using Template 2: Customer service management report. The report should be
no more than 2-3 pages.

Procedures
o Although the assessment is worked in a group to simulate the work environment that you would
experience when delivering a project in/for an organisation, the assessment submission is
individual, and it will be marked as such.

Complete the following activities:
Case scenario
Please read the following carefully:
What’s the story?

Coffeeville – a boutique wholesaler of premium coffee whose customer base includes cafes,
restaurants and bars, has been experiencing supply issues after a hurricane swept through parts of
New Guinea earlier this month. New Guinea is an important source of Coffeeville’s premium free trade
coffee beans, however due to the remoteness of the highland plantations and the difficult terrain,
natural events like this can seriously affect supply.
Coffeeville premium free trade coffee beans customers, usually order the roasted beans online at the
Coffeeville website, but that hasn’t been possible for the past 4 days due to the New Guinea supply
issue.
Customers are not happy!
This afternoon, a customer is coming in to the office to meet and discuss the issue face to face. You
aren’t looking forward to this possible confrontation and your main objective is to calm the customer
and possibly fix the problem.

Task 2.1 Customer meeting role play
For this task you will role play a meeting with the customer; your trainer and assessor will play the
role of the customer.
You will need to arrange a time with your trainer and assessor to complete this role play during week
2 or 3 class.
Task details
1. Review the case scenario provided for this assessment.

2. Review CoffeeVille Customer Service Policy, Procedures for Serving Customers, and Complaints
Policy and Procedure (Appendix 5,6 and 7).
3. During your role play you will need to follow the CoffeeVille Complaints Policy and Procedure
(Appendix 7) and demonstrate appropriate customer service communication skills as outlined in
the CoffeeVille Procedures for Serving Customers (Appendix 6).
4. Participate in the role play.
5. Collect feedback from the customer using Template 1: Customer Satisfaction Questionnaire
below.
6. Write a customer service note about this interaction for your manager. The notes must be
organised under the following headings:
• The nature of the complaint
• The resolution that has been agreed to
• Feedback from the customer
Template 1 – Client satisfaction questionnaire

Questions Strongly Disagree Not sure Agree Strongly
disagree agree
I felt listened to X
I felt understood X
I feel my needs X
have been
understood
I feel like my X
concerns were
heard
I am satisfied X
with the solution
that was agreed
to
Comments:

The presenter displayed a courteous demeanor and attentively addressed each of my
concerns with enthusiasm. Despite the persistent internet issues during our Zoom Call, the
presenter remained patient and showed a genuine eagerness to assist me in any possible
manner.
Task 2.2 Customer service report
Using the CoffeeVille simulated business documentation provided (Appendices), you will review
customer satisfaction with delivery of customer service. You will then prepare a management report to
identify changes necessary to maintain service standards, provide recommendations for improvement
of service delivery, and plan monitoring and reporting systems to compare changes in customer
satisfaction.
Case scenario
In order to ensure customer satisfaction, CoffeeVille requires regular monitoring and reporting of
customer service performance.
It is the end of the fourth quarter for the 2018/2019 financial year. Your manager, Mary White, has
asked you to review customer service information (customer satisfaction survey and performance
information) and prepare a report containing:
• Recommendations for changes to customer service strategies and practices

• Possible strategic future directions in customer service for the 2019/2020 financial year and
beyond
• An implementation schedule for customer service monitoring and reporting activities for the
2019/2020 financial year – customer service performance is to be assessed quarterly in
accordance with CoffeeVille commitment to continuous improvement. Implementation of
policies regarding the use and storage of customer satisfaction data must be scheduled.
• Allocation of available budget resources to fulfil customer service objectives.
One risk that Mary has identified is the possible lack of employee and contractor knowledge of
company policy with regard to the use and storage of customer satisfaction survey data, which
contains names and contact details of respondents for verification purposes.
Task details
Use the templates provided below and complete the following:

1. During week 1 partner-up with another student who will work with you and consult on this task.
2. Review the case scenario and the information in the Appendices. You may also review the
CoffeeVille website:
http://coffeeville.simulations.australiantrainingproducts.com.au/coffeeville.simulations.learn.com
.au/index.html
3. You may want to ask questions and consult with others to complete this task. Your trainer will
play the role of Mary White your manager.
4. Write a report using Template 2: Customer service management report. The report should be no
more than 2-3 pages.
Template 2 – Customer service management report
Customer service management report
Background
Coffeeville, initially established in 2009 by Emma and Rufus Belcastran as Melbourne's sole café,
has experienced rapid expansion over the years. The company now boasts numerous coffee
shops and also offers coffee-related merchandise and supplies to wholesale clients. To enhance
cost-effectiveness and operational efficiency, Coffeeville recently launched a new website
dedicated to serving their wholesale customers. In order to gather essential details for this
report, we engaged in consultations with the CoffeeVille team and its owners, seeking valuable
insights and information.
Findings
The CoffeeVille customer service survey was conducted at the end of fiscal 2019, with a sample
size of 500 customers. The overall findings of the survey indicated a mostly satisfactory
customer experience. However, there are areas of concern that CoffeeVille needs to address in
order to enhance their customer service. According to the survey results, 35% of the sample
base did not believe that CoffeeVille meets their satisfaction requirements. This is worrisome, as
it is dangerously close to the halfway mark, which signifies a stable and loyal customer base. It
is crucial for CoffeeVille to minimize customer dissatisfaction in order to retain their customers.
Furthermore, the survey revealed that a larger number of respondents (75) expressed
dissatisfaction with the customer service provided, compared to those who reported positive

experiences. This suggests that the majority of current customers (50) expect improved
customer service in order to remain loyal to CoffeeVille.
Recommendations
Upon analyzing the customer service survey, it has become evident that the primary challenge in
CoffeeVille's customer service efforts lies in their inadequate handling of internal service errors. To
address this issue, there are several strategies that CoffeeVille should promptly implement:
Cultivate customer care: It is essential to listen attentively to customers, understand their

concerns, and treat their problems as your own. The customer service team should create a
comfortable environment where customers feel safe to share their issues and work together to
find solutions for their products or services.
Utilize positive language: Effective communication with customers involves using positive
language, which can alleviate stress and foster trust. The words we choose have significant
impact, and they can help build a strong rapport with customers. For instance, instead of
instructing customers not to press the red button, frame it positively by highlighting the green
button as the preferred option. Additionally, phrases like "Good question, I'll find it for you!" and
"I would love to understand more about..." demonstrate a willingness to assist and engage with
customers on a deeper level.
By implementing these strategies, CoffeeVille can improve their internal customer service
processes and enhance overall customer satisfaction.
Monitoring and reporting
Maintaining a Competitive Edge:
Organizations can gain valuable insights from their customer interactions through
comprehensive quality checks across various channels. This enables them to make informed
decisions and enhance their services and processes. While it remains crucial to measure and

manage service efficiency and quality, it is equally important to analyze the "voice of the
customer" across multiple channels. By recognizing that quality audits are a strategic process
rather than just a routine task, companies can witness improvements in customer experiences,
ultimately becoming strong advocates for their customers.
Emphasizing a Culture of Quality:
While not all personal customer experiences are fully documented and analyzed, valuable
information can be gathered from sources such as call recordings, customer emails, social media
interactions, and customer satisfaction surveys. By leveraging these insights, organizations can
gain a deeper understanding of the customer experience. This knowledge empowers companies
to refine their services and tailor their products to meet precise customer needs, leading to
increased satisfaction and loyalty.
Managing Discounts Effectively:
To effectively handle discounts, organizations should consider the following steps:
Maintain a centralized master list of current sellers offering rebate checks or credit notes.
Implement a formal system to diligently track past correspondences and pricing requirements in
a centralized location.
Ensure that material handling and purchasing departments take responsibility for follow-ups on
items listed for refunds, including calculating the refund amount and issuing the reimbursement
(credit or credit note).
Regularly reconcile the reimbursement notes with the seller account statements to maintain
consistency and accuracy in the refund process.
Implementation schedule
Checking discounts and rebates 25 Jan 2020, Quarter 3,
2019/2020

Feedback and Complaint Tracking 25 Feb 2020, Quarter 3,
2019/2020
Remaining competitive 25 March 2020, Quarter 3,
2019/2020
Budget allocation
Based on the budget variance analysis for Q2 of fiscal 2019, it is evident that the allocated budget
for training purposes has not been fully utilized. The original training budget was set at $5,000, but
the actual expenditure on training activities was significantly lower, amounting to less than $1,000.
As a result, approximately 80% of the allocated funds remain unused.
In order to enhance customer service, it is recommended that the remaining $4,000 be reallocated
and added back into the budget for the next quarter's training initiatives. This will increase the total
budget for training in the upcoming quarter to $9,000, providing a substantial boost to the available
resources. The primary focus of this additional training investment will be on equipping customer
service staff with the necessary knowledge and skills pertaining to new procedures and customer
satisfaction standards. By prioritizing these training efforts, the organization aims to improve overall
customer service quality and meet evolving customer expectations.
Conclusions and future directions
In conclusion, this report has uncovered significant issues within Coffeeville's customer service
operations, primarily stemming from the careless behavior of the existing customer service staff.
It is imperative for Coffeeville to thoroughly investigate these deficiencies and promptly address
the situation. To rectify these issues and ensure future success, the business can consider
implementing the following solutions:
Recognize the significance of customer loyalty: Retaining existing customers is often more cost-
effective and efficient than acquiring new ones. Understanding the importance of customer
loyalty highlights the value of building strong relationships with customers. Loyal customers are

active supporters who can provide valuable feedback to help improve products and services.
They are also more forgiving of occasional mistakes. It is crucial to deliver a customer
experience aligned with their values and make doing business with Coffeeville a seamless and
pleasant experience.
Leadership plays a pivotal role: Establishing effective customer service within an organization
and continuously improving it requires commitment from top-level management. Leaders must
recognize the importance of customer service, believe in the strategy, lead by example, and
take active steps to support those responsible for the operation. Their involvement and support
are crucial for creating a customer-centric culture throughout the organization.
By implementing these strategies, Coffeeville can address the underlying customer service issues,
foster customer loyalty, and demonstrate leadership commitment to delivering exceptional customer
experiences.
References
Please include your references below:
Lerner’s guide
Appendix 1 – About CoffeeVille
CoffeeVille is a growing business. It was founded in 2009 by partners Emma and Rufus Belcastran as
a single Melbourne cafe. Since then, the business has expanded to several cafes. The organisation
also distributes coffee and coffee related products to its wholesale customers. Recently, to bring down
costs and increase efficiency of operations, the company has launched a new website for its wholesale
customers.

Wholesale supplies can be purchased from the online CoffeeVille store at:
<http://bsbitu305.ibsa.org.au/>.
Appendix 2 - Organisational Chart
Board of Directors
and CEO, Emma
Belcastran
Sales and Customer

Chief Financial Operations General
Service General
Officer Manager
Manager
John Doe Saul Bock
Phil Hopper
Retail and Wholesale

Store Manager West Store Manager East Sales Manager East Sales Manager West
Distribution Manager
John Doe Sam Lee Mary White Piet Van Dyke
Lyn Johnston

Appendix 3– Business plan excerpt
From CoffeeVille business plan FY 2019/2020
Mission
To provide the finest coffee to retail and wholesale customers and the most responsive and
effective customer service possible.
Vision
Within five years, CoffeeVille will have established itself as a premier provider of gourmet
coffee and food for the ethically and socially aware Melbourne coffee drinker. CoffeeVille will
have expanded to a number of key locations in the Melbourne CBD. CoffeeVille will have
established an online presence for business customers.
Values
• Customer-focus.
• Actively encourage excellence, innovation and continuous improvement.
• Work collaboratively and consultatively with integrity, professionalism and teamwork.
• Recognise the diversity and expertise of CoffeeVille employees.
Strategic directions
The strategic context in which CoffeeVille will achieve its mission and vision is through:
• Engaging with customers with excellent customer service to increase sales volume
• Reducing expenditure and achieving financial control over expenses
• Supporting innovative thinking, customer service, management and leadership skills
through training
• Creating a high-performing organisation.

Appendix 4 – Budget variance
Sales East Cost Centre: FY2019, Quarter 2
Budget Actual % Variance
Fixed staff $40,000.00 $40,000.00 0.00%

Contract staff $10,000.00 $10,000.00 0.00%
Training $5,000.00 $1,000.00 -80.00%
Computers $3,000.00 $3,000.00 0.00%
Software $1,000.00 $1,000.00 0.00%
Photocopier $2,000.00 $2,000.00 0.00%
Travel $2,000.00 $2,000.00 0.00%
Mobile phones $3,000.00 $3,500.00 16.67%
Phone charges $3,000.00 $3,400.00 13.33%
Promotions $20,000.00 $20,000.00 0.00%
Discounts $10,000.00 $18,000.00 80.00%
Refunds $20,000.00 $60,000.00 200.00%
Total $119,000.00 $163,900.00 37.73%

Appendix 5 – CoffeeVille customer service policy
CoffeeVille can only succeed with the patronage of customers, and in particular, repeat customers. As
a result, taking care of our customers is our highest priority. At CoffeeVille the customer always comes
first!
Procedures outline how to perform customer contact duties to achieve the standard of customer
service required by our customers.
CoffeeVille ensures its commitment to customer service excellence through quarterly monitoring of
customer service performance. Results are used for continuous improvement.
Customer Complaints
Demanding customers force us to be our best and resolving complaints satisfactorily can even
increase customer loyalty if they are handled properly.
When faced with a customer complaint:
• Listen to the full complaint without interrupting or getting defensive

• Follow the CoffeeVille complaints policy
• Apologise for the problem and tell the customer you will take care of the problem
• Do everything you can to let the customer know you care and that this isn’t the kind of
experience you want them to have at CoffeeVille.
Telephone Courtesy
It is everyone’s responsibility to answer the phone. Always try to answer the phone promptly, within
three rings. Always answer in a friendly, polite manner: ‘Good morning/afternoon/evening, welcome
to CoffeeVille, how may I help you?’
If you are certain of the answer to the customer’s question, you should respond clearly and politely. If
you are uncertain, ask the caller if you may put them on hold for a moment. If there a staff member
close who can provide you with the correct information, then return to the call and provide the
customer with the necessary information. If there are no staff members close by that can help
promptly, then ask the caller for their name and put the caller through to a manager, making sure
that you brief the manager on the callers’ name and the nature of their enquiry. Always thank the
person for calling.
Dress Code

All employees of CoffeeVille are expected to represent the business, and dress accordingly. Clothing
which is faded, tattered or contains holes is not acceptable. All sales and customer service staff
members are required to wear business attire
Clothes should be ironed and neat in appearance. Closed toed footwear with rubber soles is required.
Updated/authorised
02/2018– John Doe CFO
Appendix 6 – CoffeeVille procedures for serving customers

1. All customers should be acknowledged within the first five seconds of entering the sales office.
All calls must be answered within three rings. When you are busy with another customer, this
acknowledgement can be one of the following:
○ A wave and smile
○ Saying you’ll be with them soon/placing them on hold.
2. When free, engage the customer in the following ways as appropriate:

○ Smile
○ Make eye contact
○ If you know their name, use it along with the appropriate title, e.g. Mr, Mrs, Miss
○ Refer to customers using first names only if requested to do so by the customer
○ If you’ve seen them in the shop before, welcome them back
○ If you’ve not seen them before, introduce yourself by name
○ If the customer doesn’t ask for help, start a conversation with them
○ Talk in an energetic manner
○ Give them your full attention.
3. When greeting the customer, ensure you (as relevant):

○ Acknowledge customer’s arrival/call
○ Greet with a genuine smile
○ Maintain eye contact during conversations
○ Introduce yourself in a friendly manner
○ Recognise repeat customers
○ Start a conversation
○ Talk with an energetic tone
○ Give the customer your full attention.
4. When identifying the customer’s needs, ensure you:

○ Use active listening skills
○ Use verbal prompts
○ Use paraphrasing
○ Use eye contact when relevant
○ Give the customer time to talk
○ Ask appropriate questions.
5. Ensure customer is aware of website. If required, help customers to register and use website.
○ Show customer how to register
○ Show customer how to order
○ Show customer how to provide feedback.
6. Refer to office manager for information regarding stock availability and delivery options.
7. At end of customer contact add up cost of all services. Summarise package offered and delivery
specifications.
8. To fulfil an order manually, take contact and credit card details and make notes. Refer to:
○ price guarantee
○ product guarantee: refunds or replacement offered for any defect or unsuitability
○ two-week delivery guarantee
9. Note any feedback and submit to manager.

Appendix 7 – CoffeeVille complaints policy and procedures
Purpose The purpose of this policy is to ensure the management of

complaints is carried out consistently, fairly and transparently and
in accordance with organisational requirements.
Scope The scope of this policy covers the management of customer

complaints by employees and contractors of CoffeeVille.
Resources Specific procedures for the implementation of this policy are

available below and on the company intranet.
Responsibility Responsibility for the implementation of this policy rests with

employees and management of CoffeeVille with responsibility for
managing customer complaints.
Relevant Privacy Act 1998 (Cwlth)

legislation etc.
Equal Opportunity Act 2010 (Vic)
Competition and Consumer Act 2010 (Cwlth)
Occupational Health and Safety Act 2004 (Vic).
Updated/ 02/2018 – John Doe CFO

authorised
To manage complaints
1. Greet the customer courteously and give them your name.

2. Never argue with the customer.
3. Apologise for any product fault or poor service. Be sympathetic. Thank the customer for bringing
the complaint to your attention.
4. Listen fully to what the customer is saying. Try to gather all the facts about the complaint and
jot them down. Ask questions and summarise what they are saying.
5. When you have all the details about the complaint, ask the customer how they would like it to
be resolved. Always suggest replacements or credit notes over refunds and discuss product
options to suit customer’s needs.

6. Refunds and discounts must be within your authority to offer. Request authorisation from the
Sales and customer Service manager for amounts above your delegated authority.
7. Offer a 10% discount on subsequent orders to maintain customer relationship.
8. Complaints involving damage to other property are covered by our insurance. Help the customer
to complete the claims form and ask if the customer can obtain quotes for repairs.
9. All complaints involving injury must be referred to the Customer Service Manager. Agree a
suitable time for the Customer Service Manager to call the customer.
10. Any complaint that is not covered in the above procedures must be directed to the Customer
Service Manager. Agree a time for the Customer Service Manager to call the customer.
11. At end of complaint summarize complaint and how you commit to resolving the complaint. Gain
customer agreement.
12. Submit notes on complaint to manager:
○ nature of complaint
○ resolution of complaint
○ feedback notes.

Appendix 8 – CoffeeVille customer service survey (500
customers) completed at the end of financial year 2019
All information from survey is kept confidential in accordance with record-keeping and privacy policies
and procedures.
Question 1 Yes No
Do we normally meet your customer service 325 175
expectations?
Question 2
1. 4. Very
On scale of 1 to 4, how would you rate our customer 2. Meets 3. Poor
Exceeds poor
service in relation to your expectations?
50 275 100 75
Question 3 Very Slightly Not

Important
important important important
How important is our customer service in retaining
your business? 275 150 50 25
Question 4 Tangible Responsiv

Reliability Assurance Empathy
s eness
Please rate the importance of aspects
of customer service in order from 1 to 5 4 2 1 3
5. 1 is of most importance and 5 is of
least importance. Average rating
Customer service performance monitoring program results
Number of customer service issues

Assuranc Tangible Empath Responsi
reported and categorized into types. Reliability
e s y ve-ness
50 50 60 60 50
Total issues: 270

Appendix 9 – CoffeeVille Privacy Policy
CoffeeVille is committed to protecting your privacy. It is bound by the national privacy principles
contained in the Privacy Act 1988 and all other applicable legislation governing privacy.
Where appropriate, CoffeeVille will handle personal information in accordance with relevant legislation.
Our respect for our customers’ privacy is paramount. We have policies and procedures to ensure that
all personal information is handled in accordance with national privacy principles.
This privacy policy sets out our policies on the management of personal information – that is, how we
collect personal information, the purposes for which we use this information, and to whom this
information is disclosed.
1. What is personal information?
Personal information is information or opinions that could identify you. Examples of personal
information include your name, address, telephone number and email address, or documents that
include such information, like a resume.
2. How does CoffeeVille collect and use your personal information?
CoffeeVille collects personal information when you send a job application to us, for example, or when
you email us. These uses are discussed below.
3. What happens if you don’t provide personal information?
Generally, you have no obligation to provide any personal information to us. However, if you choose
to withhold personal information, we are unlikely to be able to respond to your application or query.
4. To whom do we disclose personal information?
We engage third party service providers (including related companies of Coffeeville which may be
located outside Australia) to perform functions for Coffeeville. Such functions include mailing, delivery
of purchases, credit card payment authorisation, trend analysis, external audits, market research,
promotions and the provision of statistical sales information to industry bodies.
For our service providers to perform these functions, in some circumstances it may be necessary for
us to disclose your personal information to those suppliers. Where disclosures take place, we work
with these third parties to ensure that all personal information we provide to them is kept secure, is

only used to perform the task for which we have engaged them and is handled by them in accordance
with the national privacy principles.
5. How do we protect personal information?
At all times, we take great care to ensure your personal information is protected from unauthorised
access, use, disclosure or alteration. We endeavour to ensure that our employees are aware of, and
comply with, their obligations in relation to the handling of personal information. Only properly
authorised employees are permitted to see or use personal information held by CoffeeVille and, even
then, only to the extent that is relevant to their roles and responsibilities.
Your personal information will not be sold to any other organisation for that organisations’ unrelated
independent use. Further, we will not share your personal information with any organisations, other
than those engaged by us to assist us in the provision of our products and services (as described
above).
6. What about information you provide in job applications?
If you submit a job application to CoffeeVille, we will use the information provided by you to assess
your application. In certain circumstances, CoffeeVille may disclose the information contained in your
application to contracted service providers for purposes such as screening, aptitude testing, medical
testing and human resources management activities.
As part of the application process, in certain circumstances, you may be required to complete a pre-
employment health questionnaire. You may also be asked to undergo a pre-employment medical
assessment. In that case, you will be asked to give specific consent to CoffeeVille to disclose your
questionnaire to its service providers for the purposes of arranging the medical assessment and for
the relevant service providers to disclose the results of the assessment to CoffeeVille.
If you refuse to provide any of the information requested by CoffeeVille, or to consent to the
disclosure of the results of your medical assessment to CoffeeVille, we may be unable to consider your
application.
7. What about information you provide in satisfaction surveys
We value input into customer service. If you submit information or feedback to CoffeeVille we will use
the data exclusively to improve customer service. For example, we will not divulge information to third
parties except for this purpose. We will not use customer service information to market services to
you or parties identified in surveys. Customer information associated with survey and feedback data
for verification purposed will be treated in accordance with all relevant legislation such as privacy
legislation. Customer information will be securely stored to prevent unauthorised access.

8. Is the personal information we hold accurate?
We endeavour to maintain your personal information as accurately as reasonably possible. However,

we rely on the accuracy of personal information as provided to us both directly and indirectly. We
encourage you to contact us if the personal information we hold about you is incorrect or to notify us
of a change in your personal information.
9. How can you access or correct the personal information we hold about you?
Wherever possible and appropriate, we will let you see the personal information we hold about you
and correct if it is wrong. If we do not allow you access to any part of the personal information we
hold about you, we will tell you why.
10. CoffeeVille internet policy
CoffeeVille generally only collects personal information from its website when it is provided voluntarily
by you. For example, when you send us an electronic message with a query about CoffeeVille or its
products, we will generally use your information to respond to your query, to provide and market our
services to you or as otherwise allowed or required by law.
For the same purposes, CoffeeVille may share your information with other members of the CoffeeVille
strategic partners (including companies who are located outside Australia) and their respective service
providers, agents and contractors. If we do this, we require these parties to protect your information
in the same way we do.
When you visit this website or download information from it, our internet service provider (ISP) makes
a record of your visit and records the following information:
your internet address
your domain name, if applicable
date and time of your visit to the website.
Our ISP also collects information such as the pages our users’ access, the documents they download,
links from other sites they follow to reach our website, and the type of browser they use. However,
this information is anonymous and is only used to statistical and website development purposes.
We use a variety of physical and electronic security measures, including restricting physical access to
our offices, firewalls and secure databases to keep personal information secure from unauthorised
use, loss or disclosure. However, you should keep in mind that the internet is not a secure
environment. If you use the internet to send us any information, including your email address, it is
sent at your own risk.
You have a right of access to personal information we hold about you in certain circumstances. If we
deny your request for access we will tell you why.
11. Use of cookies
A cookie is a small message given to your web browser by our web server. The browser stores the
message in a text file, and the message is then sent back to the server each time the browser
requests a page from the server.
CoffeeVille makes limited use of cookies on this website. Cookies are used to measure usage sessions
accurately, to gain a clear picture of which areas of the website attract traffic and to improve the
functionality of our website.
When cookies are used on this website, they are used to store information relating to your visit such
as a unique identifier, or a value to indicate whether you have seen a web page. We use session (not
permanent) cookies. They are used to distinguish your internet browser from the thousands of other
browsers. This website will not store personal information such as email addresses or other details in
a cookie.
Most internet browsers are set up to accept cookies. If you do not wish to receive cookies, you may
be able to change the settings of your browser to refuse all cookies or to notify you each time a
cookie is sent to your computer, giving you the choice whether to accept it or not.


Assessment Task 2 v2.1 - BSBOPS404

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Assessment

BSBOPS404 Implement customer service strategies V3 2021 Page 1

BSBOPS404 Implement customer service strategies V3 2021 Page 2

Student requested reasonable adjustment for the assessment

Completed successfully Comments

o Task 2.1 Customer meeting role play:

communicate effectively with customers ☐ ☐ ☐

This is evidenced by:

BSBOPS404 Implement customer service strategies V3 2021 Page 3

diagnose problems in delivery of customer ☐ ☐ ☐

respond to and report on customer feedback ☐ ☐ ☐

review client satisfaction using verifiable data ☐ ☐ ☐

develop strategies and methods to improve ☐ ☐ ☐

Task Outcome: Satisfactory ☐ Not Yet Satisfactory ☐

BSBOPS404 Implement customer service strategies V3 2021 Page 4

Student Declaration ............................................................................................................................................... 2

Task 2 – Advise on customer service needs ....................................................................... 7

Task 2.1 Customer meeting role play ............................................................................................................ 13

Appendix 1 – About CoffeeVille............................................................................................. 19

Appendix 2 - Organisational Chart ........................................................................................ 20

Appendix 3– Business plan excerpt ..................................................................................... 21

Appendix 4 – Budget variance .............................................................................................. 22

Appendix 5 – CoffeeVille customer service policy............................................................... 23

Appendix 6 – CoffeeVille procedures for serving customers ............................................. 24

Appendix 7 – CoffeeVille complaints policy and procedures ............................................. 26

Appendix 9 – CoffeeVille Privacy Policy ............................................................................... 29

BSBOPS404 Implement customer service strategies V3 2021 Page 5

Task summary and instructions

To complete this task, please refer to the case scenario outlined in

This task comprises of communicating with customers via an email,

You are required to:

• Participate in a customer meeting.

It has been designed to evaluate your ability to:

• communicate effectively with customers including:

You are required to address the following:

o Role play a meeting with the customer

What do I need to do • submit the completed assessment tasks, according to instructions,

Specifications You must deliver/participate in:

• Customer meeting role play

You must submit to GOALS

Resources and • Computer with Internet access

BSBOPS404 Implement customer service strategies V3 2021 Page 8

Re-submission You will be provided feedback on your performance by the Assessor.

BSBOPS404 Implement customer service strategies V3 2021 Page 9

BSBOPS404 Implement customer service strategies V3 2021 Page 10

BSBOPS404 Implement customer service strategies V3 2021 Page 11

Please read the following carefully:

What’s the story?

Customers are not happy!

BSBOPS404 Implement customer service strategies V3 2021 Page 12

1. Review the case scenario provided for this assessment.

Template 1 – Client satisfaction questionnaire

BSBOPS404 Implement customer service strategies V3 2021 Page 13

Task 2.2 Customer service report

• Recommendations for changes to customer service strategies and practices

Use the templates provided below and complete the following:

BSBOPS404 Implement customer service strategies V3 2021 Page 14

Template 2 – Customer service management report

Customer service management report

BSBOPS404 Implement customer service strategies V3 2021 Page 15