Workplace Activity - Monitor customer service and identify opportunities for improvement

This activity can be used for summative assessment and to give feedback to the learner on their progress. Suggested answers have not been provided for this activity.

This activity is designed to explore your understanding of how to develop customer service in your organisation through monitoring practices and reporting performance levels. The outcome from this activity will be to develop an action plan that identifies where customer service practices and performance may be improved.

This activity covers the learning requirements for Element 2 and 3.

Exploring your knowledge

For an explanation of management skills and actions required to effectively support teams in their customer service roles and how to improve their abilities, refer to the tutorial activities 'Customer service' and 'Continuous improvement'.

Click on continuous improvement for an explanation.
Click on customer service for an explanation.
Click on (customer service) policies and procedures for an explanation
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1. How does your organisation monitor performance or progress using systems and technology?

2. Is this system effective?

3. What aspects do you think could be improved?

4. Is this system appropriate to monitor the level of customer service being delivered in your organisation? Why or why not?

5. Why is it important for a Frontline Manager to play an active role overseeing customer service in an organisation? Provide some examples from your own experience as a Frontline Manager.

6. Do policies about the documentation of progress exist?

7. How is work performance documented?

Constructing your understanding

8. Develop a survey for team members to identify what their current level of understanding about customer service is. Consider the following factors:

  • What do you think customer service is?
  • Whose responsibility is customer service?
  • Give an example of a time that you displayed/delivered excellent customer service
  • Give an example of a time that you displayed/delivered poor customer service
  • How effectively are the organisation's customer service standards communicated to team members?
  • Is there sufficient mentoring and coaching support from managers/supervisors?
  • Would you willingly undertake further training in customer service?
  • Write a basic list about the most important principles in customer service
  • How can individual customer service skills be monitored and documented?
  • Why would this documentation be necessary?

9. Distribute the survey to team members.

10. Analyse the feedback obtained.

11. Develop an action plan that identifies ways in which customer service standards could be improved. Consider ways to document the information.

12. Seek feedback and approval from supervisors and team members.

Discuss your answers with your coach and other learners.

You can discuss your answers using live chat or the bulletin board.

Click on live chat or bulletin board to give your comments.

Transferring your knowledge to the workplace

13. Implement the agreed action plan in the workplace.

14. Monitor and evaluate the effectiveness of the action plan on an ongoing basis with your team members.

15. Discuss and record the effectiveness of the action plan with your team members.

The group can meet face-to-face or through the use of live chat or the bulletin board.

You can discuss your answers using live chat or the bulletin board.

Click on live chat or bulletin board to give your comments.

16. Make changes to the action plan as appropriate in consultation with the team members.

17. Inform and obtain agreement from the relevant personnel for the changes to the action plan.

18. Monitor and evaluate the effectiveness of the revised action plan on an ongoing basis with your team members.

19. Discuss and record the effectiveness of the revised action plan with your team members.

The group can meet face-to-face or through the use of live chat or the bulletin board.

You can discuss your answers using live chat or the bulletin board.

Click on live chat or bulletin board to give your comments.

20. Inform the relevant personnel for the result of the action plan(s).

The group can meet face-to-face or through the use of live chat or the bulletin board.

You can discuss your answers using live chat or the bulletin board.

Click on live chat or bulletin board to give your comments.

Reflecting on your learning

21. Compare and analyse whether the action plan implemented has achieved the desired result of improving customer service standards in the workplace.

22. Reflect on your learning from this activity. Record your experiences and what you have learnt as a result of this activity in your journal.

Click here to be linked to your journal.

You can discuss your thoughts using live chat or the bulletin board.

Click on live chat or bulletin board to give your comments.