ASSESSMENT_BSBOPS505_project.docx

Sunbeam International College RTO ID: 45759 | CRICOS Provider Code: 03951F ABN: 69 643 667 850 A: 62-64 Gawler Place, Adelaide, SA 5000 P: 1300 799 630 | E: info@sunbeam.edu.au W: https://sunbeam.edu.au Sunbeam International College Date Version Page 1 of 10 Source: Sunbeam_Assessment 4-Feb-22 2.0 Campus Address: Basement, 62-64 Gawler Place , ADELAIDE SA 5000 PROJECT PORTFOLIO STUDENT VERSION BSBOPS505 MANAGE BUSINESSAL CUSTOMER SERVICE

Sunbeam International College RTO ID: 45759 | CRICOS Provider Code: 03951F ABN: 69 643 667 850 A: 62-64 Gawler Place, Adelaide, SA 5000 P: 1300 799 630 | E: info@sunbeam.edu.au W: https://sunbeam.edu.au Contents Section 1: Establish customer service requirements ................................................................................... 4 Section 2: Deliver quality customer service ................................................................................................ 7 Section 3: Monitor and assess customer service ...................................................................................... 10 Sunbeam International College Date Version Page 2 of 10 Source: Sunbeam_Assessment 4-Feb-22 2.0 Campus Address: Basement, 62-64 Gawler Place , ADELAIDE SA 5000

Sunbeam International College RTO ID: 45759 | CRICOS Provider Code: 03951F ABN: 69 643 667 850 A: 62-64 Gawler Place, Adelaide, SA 5000 P: 1300 799 630 | E: info@sunbeam.edu.au W: https://sunbeam.edu.au Sunbeam International College Date Version Page 3 of 16 Source: Sunbeam_Assessment 4-Feb-22 2.0 Campus Address: Basement, 62-64 Gawler Place , ADELAIDE SA 5000 Student name: Assessor: Date: 19/08/2023 Businessthis assessment is based on: Customer Service

Sunbeam International College RTO ID: 45759 | CRICOS Provider Code: 03951F ABN: 69 643 667 850 A: 62-64 Gawler Place, Adelaide, SA 5000 P: 1300 799 630 | E: info@sunbeam.edu.au W: https://sunbeam.edu.au Sunbeam International College Date Version Page 4 of 16 Source: Sunbeam_Assessment 4-Feb-22 2.0 Campus Address: Basement, 62-64 Gawler Place , ADELAIDE SA 5000 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? World education 1.2 What is the focus/activities of the business? The company concentrated primarily on producing its own tablet, which it developed based on the demands of its major target market—students in elementary schools. The software that the business developed for the tablet is also available. 1.3 Describe the products/services/programs associated with your chosen business. The COVID issue forces the corporation to adjust their present working structure, which will need them to modify their software to better accommodate the home-based learning process. 1.4 What role will you assume as you manage customer service? Sales Manager. 1.5 Which roles will you supervise that provide customer service? Call Centre Staff. 2 Describe one product/service/program you will focus on for the remainder of this assessment. 2.1 Choose ONE product/service/program that is related to customer service. Note: this product/service/program should have at least one customer service problem and related system issue. Software. 2.2 Summarize 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.). The complaint resolution goals that will be utilized as the necessity to summarize the software product that will be required to take into consideration for the information are the mathematical data that will be used. 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.)? Because they require it most, businesses and organizations involved in education are the company's key clients. 3.2 What do you already know about your customer behavior (i.e., how do the customers select, buy, use your products/services or programs to satisfy their needs and wants?) To be able to meet the learning goals and preferences of the students, the clients choose the software that they believe is ideal for them and their organization. 3.3 Identify at least two sources of information you may use to do customer research. The first way involves conducting a survey, which assisted in gathering customer research data for the purpose of developing a new product.

Sunbeam International College RTO ID: 45759 | CRICOS Provider Code: 03951F ABN: 69 643 667 850 A: 62-64 Gawler Place, Adelaide, SA 5000 P: 1300 799 630 | E: info@sunbeam.edu.au W: https://sunbeam.edu.au Sunbeam International College Date Version Page 5 of 16 Source: Sunbeam_Assessment 4-Feb-22 2.0 Campus Address: Basement, 62-64 Gawler Place , ADELAIDE SA 5000 The second strategy was using social media to collect research findings from customers in order to create the product. 3.4 Use the sources to research and further summarize customer requirements. The survey is the research technique employed, and it will be used in the survey to make sure the study can be done successfully. Additionally, it will aid in the need for consumers to be treated appropriately and in resolving the issue. 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. Due to the numerous complaints that consumers are now submitting to the business, the quality of the current customer relations might be regarded unfavorable. This demonstrated the requirement for the company to be able to guarantee that complaints could be effectively addressed and controlled. 4.2 Describe any legislative, regulatory and code of practices related to customer service in your business. The legislative used is the Privacy Act 1988. The reason why this legislation is being used is because it's considered to be fitting, since customer service is sensitive and therefore it will need to be managed properly as well, including its data. 4.3 Describe any existing policies and procedures for customer service and the handling of customer complaints. Customer service guidelines and practices for managing customer service Additionally, it will aid in enhancing the procedures for handling client complaints. Additionally, it will assist in streamlining the customer service method and procedure, making system upkeep simpler. 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). using the internal administration of communication protocol for the communication system. 4.4.2. interact with customers (e.g., external communication protocols) Using the protocol of communication system that will need to follow the external management of communication. 4.4.3. do your own work (e.g., work location and times) Knowing where you will be working and when you will be there can help you manage your time.

Sunbeam International College RTO ID: 45759 | CRICOS Provider Code: 03951F ABN: 69 643 667 850 A: 62-64 Gawler Place, Adelaide, SA 5000 P: 1300 799 630 | E: info@sunbeam.edu.au W: https://sunbeam.edu.au Sunbeam International College Date Version Page 6 of 16 Source: Sunbeam_Assessment 4-Feb-22 2.0 Campus Address: Basement, 62-64 Gawler Place , ADELAIDE SA 5000 5 Identify best practice models and standards relevant to the customer service of your chosen business product/service/program. 5.1 Summarize at least one best practice model. The selected approach focuses on managing training, since it is crucial to continually increase staff skill and knowledge so they can stay up to date and get greater expertise. 5.2 Summarize at least one standard. The selected standard focuses on accountability that the staff members must understand. Being responsible implies that they must comprehend the task at hand and make sure that they can do it in accordance with their job description. 5.3 Evaluate your business’s product/service/program against the identified standard and best practice model and standard. The best practice model and the selected standard indicated that the company's present service program must be enhanced even more, which is why an improvement program needs to be considered. 6 Seek written customer feedback from at least two customers on:  product/service/program quality, cost, and time frames  service delivery expectations  specific problems or complaints  their experience with individual customer service representatives. 6.1 How will you seek customer feedback (e.g., online review, review comments using inbuilt review functionality, survey, telephone call etc.)? Survey. 6.2 How will you manage the feedback received from customers within your business’s system? Survey 1. The expectation on the product quality is obtained. a. Yes b. No 2. The expectation of service quality is gained. a. Yes b. No 3. Staff have a helpful attitude. a. Yes b. No 4. Staff know how to response. a. Yes b. No 5. Politeness and professionalism of staff

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