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BSBCUS301B

Students Name: ________________________________________

Class: _________________ Day/Time:______________________

AcknowledgeWelcome to Deliver and monitor a service to a customer module number BSBCUS301B.

This booklet has been developed for Business Faculties by Gillian Eurell from Granville

BSBCUS301B Deliver And Monitor A Service to a Customer Version 1 Updated Jan 20164

Disclaimer: Printed copies of this document are regarded as uncontrolled Page 1 of 36

Business & FinanceBusiness & Finance FacultyFaculty

Deliver and Monitor a

Service to a Customer

TAFE College. The aim of this booklet is to develop Banking students’ knowledge and skills

in developing skills in Providing Sale Solutions to Customers.

Information for this booklet has been sourced from but not limited to “Working in an

Organisation, creating Loyal Profitable customers”, and the internet.

Unit Purpose: This unit describes the performance outcomes, skills and knowledge required to required to identify customer needs and monitor service provided to customers. Operators

may exercise discretion and judgement using appropriate theoretical knowledge of customer

service to provide technical advice and support to customers over either a short or long term

interaction.

contribute to Work health and safety (WHS). This includes hazard identification and risk

assessment to promote the maintenance of WHS in the workplace.

Grading Ungraded

The student result is based on the evidence provided to meet the criteria for competence as

specified in the unit of competency(see last 2 pages of workbook). The result AC or NCYou

will be graded AC or NC. is entered in CLAMS representing competent or not yet competent

respectively.

Delivery StrategiesA combination of classroom lessons, activities, walk role plays plus videos will be utilised to

support the delivery of this module.

Practical exercises

Students will participate in the following activities as outlined in their unit assessment guide

as part of the Collection of Evidence for this module.

An audit on an area of TAFE selected by the teacher

Environmental ResponsibilityWith VET adopting Sustainability strategies it is encouraged that teachers will only print

sufficient booklets for number of students. The booklet has been developed to limit the need

to print of any worksheets or handouts. Additionally some campuses are purchasing

recycled paper as well as paper which is delivered in 60% recycled boxes, just another

example of how each person can limit their footprint on the environment



Eggins, Janelle, 07/03/14,

Should this be properly referenced – Who produced the “Working in an Organisation” and “Creating Loyal Profitable Customers”

Singh, Anjali, 03/07/14,

Considering CLAMS will be replaced, can we not include this?


Needs to reflect the unit descriptor

Identifying Customer Needs1.1 Use appropriate interpersonal skills to accurately identify and clarify customer needs and expectationsFirstly, interpersonal skills relates to the ability of a person to properly interact with others. In

the business domain, the term generally refers to an employee's ability to interact with others

effectively. This includes being able to get along with those that we may not usually

associate with. Additionally it means we need to be able to identify problems and to resolve

problems before they escalate, whether the problem is work related or personal. It is one of

the key drivers for an organisation to succeed in achieving their strategic mManagement of

staff.

When identifying our customers’ needs we firstly need to identify the type of customer we

are dealing with. It will also depend on the length of the relationship and the position of the

person with whom we are communicating. If it is an internal customer,s such as another

worker then we may tend to use workplace jargon or abbreviations. Within many workplaces

using jargon is an acceptable way to communicate (whether by email or verbal).

If the customer is a corporate customer, then they will except expect a high level of both

verbal and written form of communication. Your skills in expressing complex details will

come from experience and practice at communicating at a higher level.

However if the customer is an external retail customer, then you will need to use effective

listening skills to help you communicate effectively. A customer may show signs of being in

a hurry and thus not in the ‘mood’ to chat. Other regular, well known customers may like to

chat . Nevertheless you will need to also be mindful of the other customers waiting for

service.

Sophie Walton (a bankruptcy paralegal) suggests there are five main points to building

interpersonal skills:

1. _______________________________________________

2. _______________________________________________

3. _______________________________________________

4. ________________________________________________

5. ________________________________________________



1. Offer Solutions to problems

Most people find it easy to complain but very few are able to offer a solution to the problem.

During your career developing your skill in problem solving will be a real asset. Some

organisations will develop small teams to identify issues and/or develop solutions.

If you see something that can be improved, focus on the solution rather than complaining to

others about the problem. When it comes to problem solving there is no one way. Allowing

everyone to voice their thoughts is a great start.

2. Do not use others as a stepping-stone or take all the credit for a group effort .

You will find even here at TAFE that you will be placed into teams. A good team

member/worker will have to have good interpersonal skills for the team to succeed. As a

team you will identify that each person may have different skills. ie one may be good at

writing, another good at proof reading, while another may be good at design and layout of

work. Appreciate each persons’ contribution, give praise and encourage each other. Your

ability to accept each person as an individual but part of a team will demonstrate a

professional attitude and may encourage others to follow your example

3. Develop good meeting techniques. –

Try arranging a meeting with a variety of people who may be affected. A good meeting is

one that is managed to keep everyone on track so that side issues don’t overtake the aim.

Also give everyone an idea on how long they are expected to be involved from the

beginning. Ensure you have plenty of paper and pens. Refreshments are always welcomed

and this helps prevent staff from wondering off or from being distracted.

If the meeting is about trying to find a solution to a problem, perhaps try a brainstorming

session. These sessions are a great way to involve eveyone’s’ thoughts/ideas. Write down

each idea without discussing the idea (perhaps use a whiteboard). Never dismiss an

idea/suggestion until it has been investigated. Once all the ideas are written down there

then start to listen and voice your thoughts. Remember you are part of a team and that no

one person dictates to the other.



4. Carry through with your commitments. –

Once a timeframe has been set, make sure you stick to it. Being consistent and keeping on

track will help demonstrate your ability to commit to a process. It will also encourage others

to trust you. Trust is not be given freely – it must be earned. Trust is a very powerful part of

having good interpersonal skills and is needed within any team or workplace.

5. Focus on the goal or problem - do not make it personal. –

For some people, it is difficult to focus on a goal or problem without appearing to make it

personal. What can happen is that the person vocalises the issue and tends to use the “you”

word, instead of depersonalising it.

Question: How could you rephrase “you didn’t balance your till – fix it”

___________________________________________________________________

What should happen is that the person, whether they are the team leader or supervisor

should focus on the goals/job or outcome required. Ensure that the feedback given is

constructive. This means giving voice to a possible alternative to achieve the outcome.

State what is the outcome required and then give suggestions on how to achieve that

outcome.

1.2 Assess customer needs for urgency to determine priorities for service delivery according

to organisational requirements

Every organisation you work for will have specific requirements for the service delivery of

their products. If you think about being a customer yourself then you will better understand

why a business has set priorities for dealing with the customer

Each organisation will have a set of policies and procedures to ensure consistency

throughout the business. Policies and Procedures provide guidance to all employees on

how the organisation wants them to provide services to the customer – they are not just

rules for the sake of having rules. Furthermore, each organisation may have a different

system for processing the customers. As you go through your working career you may find

that you will use many different systems.., and procedures. There is no “best” system or

procedure. Organisations create their systems and procedures after carefully considering the

needs of their customers, along with the goals of the organisation and the environment in



which the organisation operates. For example, an organisation that is technologically

advanced may have different procedures to one that is not as advanced.

Additionally every organisation is governed by many laws particularly in the financial sector.

There are also many Regulations, Codes Of Practice and Australian Standards that also

assist in the process of running a business. Some of the more common laws and

regulations that impact on Financial Services organisations include:

_____________________________

_____________________________

_____________________________

_____________________________

In New South Wales discrimination is unlawful in the areas of education, employment, the

provision of goods and services, accommodation and registered clubs. For the purposes of

the New South Wales Act, "race" includes ___________

__________________________

___________________________

___________________________

____________________________

The Anti Discrimination Act NSW also makes it unlawful to discriminate against a person on

the ground that the person has a relative or associate who is of a particular race.

The New South Wales Anti-Discrimination Act also prohibits racial vilification. Racial

vilification is where any public act that is capable of provoking hatred towards, serious

contempt for, or severe ridicule of a person or a group of persons because of their race.

Racial vilification may in serious cases amount to a criminal offence.

Access and Equity is where every organisation has transparent processes for `dealing with

people from the time of recruiting through to dealing with people from different backgrounds.

For example TAFE has many policies on Access and Equity.

These include:

___________________________ ___________________________

___________________________ ___________________________



Anyone can access these so that they understand their rights. Most organisations will have

similar policies as these policies help each business meet their legal requirements.

Additionally if organisations have set policies and procedures it makes it much easier to

ensure that they are providing a quality service. However it will often be the supervisor or

managers role to ensure that staff and following these policies and where needed will retrain

staff to bring them up the standard required by that business.

Many organisations will periodically look at ways to develop and improve their service. This

is called continuous improvement. As each organisations strives to gain more of the market

share they will utilise feedback from the customers and market strategists to continually

improve their service.

1.3 Use effective communication to inform customers about available choices for meeting

their needs and assist in the selection of preferred options

[Video used to introduce topic]

Full attention

To demonstrate that you are giving your full attention to the customer you need to show

active listening skills. Active listening involves seeing the expressed idea from the speaker’s

point of view, sensing how it feels to them, achieving their frame of reference in relation to

the thing they are talking about.

Active listening demands that you both:

listen so that we grasp from the speaker’s point of view just what is being

communicated, and

convey to the speaker that we are doing this.

Question: How can you demonstrate that you are actively listening?

Using facial expressions

Nodding your head

Give vocal keys eg oh, uh huh, really?

Ask questions that relate to what they are saying



Speak clearly

Listening skills also incorporate questioning skills –a large part of listening includes your

ability to ask questions that help fill in gaps in your understanding. Using different

questioning techniques also helps you clarify what the customer is trying to say.

When asking questions or speaking, ensure that your words are clear, and are kept

separate. Your speed of your voice will often need to change when you are speaking in the

working environment. For example, at work you would greet a customer with “Ggood

morning, how may I help you today?”, While but when your you are speaking to a friend

you may say “Hi, whatudoing”how are you going?”

Using appropriate language and tone of voice

Now that we understand that our speech may need to change, let’s look at what is

appropriate language and tone of voice. Every workplace has its own genre. People working

in the trades may speak differently to those you who work in the business sector.

Sometimes even people from areas speak differently too.

Eye contact

One of the most common courtesiesy in Australian culture is to look at the person when you

or they are speaking. This demonstrates that you are interested in what they have to say

and helps build a rapport with that person. When you look down or away this often creates

misunderstanding of your body language. However in some cultures it can be considered

inappropriate to make direct eye contact. Thus as a customer service representative you will

need to be able to distinguish which is the most correct approach (according to your

organisation’s training procedures).

And finally, listening and speaking techniques as discussed earlier in this booklet.

Role Play

Students, in pairs will be given 15 minutes to plan one of the following scenarios. Then each

pair will represent their role play to the class. The class will note the verbal and non verbal

communications used by each group.




What techniques are you referring to here??


NESB clients may not understand


I know that you are trying to reflect a casual approach here, but do you think this may confuse our NESB students? Would it be better to say “Hi, how are you going today?”. This actually demonstrates a more casual way of saying the same message that is relayed in the previous sentence.

Once everyone has presented your teacher will go through your findings with you.

scenario partner scenario partner

Customer in a hurry Iimpatient cCustomer

Overfriendly

customer

Angry customer

Suspicious

customer

Drug affected

customer

Bbusiness customer Average customer

Bored Teller Angry Teller

Nervous Teller Professional Teller

Now as a class name some of the effective and non effectivenon-effective forms of

communication that were used

Effective Non effective

_________________________________________________________________________

_________________________________________________________________________

_________________________________________________________________________

_________________________________________________________________________

_________________________________________________________________________

Teacher Sign:______________________ Date: ____________________

1.4 Identify limitations in addressing customer needs and seek appropriate assistance from

designated individuals

Advice or general information (FSRA Act 2011)

Most customers come into your business expecting you to have the skills and knowledge to

deal with their requests. This is where your ability to determine what would be the most



appropriate way of dealing with their request. Often the external customer will want

information from you, however what one person may consider as advice may be interpreted

as general information.

Question: Describe what is advice and what is general information?

Advice is: an opinion recommended or offered, worthy to be followed

General information is common knowledge to most people or community

Therefore it is important that you as a professional ensure that any advice given to the

customer is accurate. As you develop your knowledge within the banking sector you will be

more proficient at giving the correct advice however while you are still learning it will be

imperative that you seek guidance from your superiors, whether this is your mentor or your

supervisor. It is very important that you do not provide advice for any product that you are

not qualified to provide advice for.

If the information required is not part of your role then you may need to refer the customer

onto the correct personnel eg. Loans officer.

Additionally not only will you have limitations in your knowledge the customer may have

limitations that affect their ability to communicate effectively.

Questions: What may be some limitations you could encounter when addressing

customers needs?

Language

Literacy

Physical ability

How would you address these limitations?

_________________________________________________________________________

_________________________________________________________________________

_________________________________________________________________________

_________________________________________________________________________



_________________________________________________________________________

_________________________________________________________________________

Customers

Most organisations in the financial sector will have policies and procedures for dealing with

external customers. As a new employee you will often rely on a written script that will give

you the words to say when greeting external customers. What you say and how you say it

will be the very first impression the customer receives. This means that how you respond to

the customers is how the customer will judge both you and the organisation. Thus it is

really valuable if you can try to learn the script rather than reading it when you greet a

customer, whether this is in person or when you answer the phone. Your voice will always

sound different when you are speaking freely rather than reading from the script.

Your voice should be to a volume that suits the customer, raise your voice (without yelling) if

you can see that the customer is struggling to hear you. Speak clearly ensuring you

pronounce your words correctly. If you have a strong accent you may need to work on your

pronunciation.

Additionally often you are given a badge that has trainee. This is to help the customer

realise that you may not be as efficient as other employees and perhaps may not know all

the answers. Always use your existing skills in communication. Your verbal communication

techniques (the way you speak),The way you speak the words you use and your non verbal

techniques (your body language/eye contact) all assist in dealing with the customers. If you

are unsure or you need to seek clarification – let the customer know what you are doing.

This is a common courtesy in the business sector and will be expected from you.

Colleagues

When dealing with colleagues, remember that these are the people will spend most of your

day with. Your colleagues will all have different backgrounds, different experience and

different personalities. You will be forming a working relationship with these people and thus

will need to ensure that you may need to address them differently to other people (such as

your friends).

Over a period of time you may find that you form a friendship with certain colleagues who

have similar interests or ideas as you. This can be both beneficial or a hindrance.



Describe limitations you may encounter at work with someone who is a friend?

_________________________________________________________________________

_________________________________________________________________________

_________________________________________________________________________

_________________________________________________________________________

Now, describe limitations you may encounter at work with someone who is NOT a friend

_________________________________________________________________________

_________________________________________________________________________

_________________________________________________________________________

_________________________________________________________________________

Some workplaces will discourage you from forming a more personal relationship with your

colleagues, however that is not usually the companies’ priority, so long as you remain

“professional” during your working day.

Line manager/supervisor

Often in large financial organisations, management will want to be addressed as Mr, Mrs or

Ms., wWhile your immediate boss may be happy to be addressed using their first name.

This will vary depending on the type of business and who the clientele are.

Your supervisor should be more available than the line manager. However both will have

their own work and deadlines to meet. Therefore there may be times that they are just not

available for you to gain information that you require to deal with a situation. Let’s look at the

role of your teacher as a supervisor then we will look at the Head teacher as our manager.

When can you seek information from your teacher or Head teacher?

While in class or

During availability times

When would access to your teacher or Head teacher be limited?

While they are with another class



While they are with another student

When they are in a meeting

When they are on an official break eg. Lunch (as per the award)

Deliver a Service to Customers

2.1 Provide prompt service to customers to meet identified needs in accordance with

organisational requirements

One of the main areas organisations in the financial sector aim for with customers service is

consistency. Your business wants to ensure every customer receives the best service as

possible. So how do you provide the samea consistent level of service to all customers?

Most organisations will also have a procedure with greeting customers. The procedure

will often have a guide which aims to build a rapport with the customer. Additionally the

organisation will endevour to have a system set up to ensure prompt service.

Here is a basic sample of how a procedure for face to face greeting of a customer in the

fFinancial sector could be written.

1. Within 5 seconds of the customers arrival, acknowledge the customer with eye

contact and smile or greet and smile

2. Greet the customer using their name where ever possible including the use of their

title (if known)

3. Commence service of the customer within 3 minutes once you have greeted them.

4. Make the first statement or question after the greeting non business, for example,

“How are you today?”

Greeting the customer Small groups (2-3):

Write two questions or statements that you could use during your initial contact after greeting

the customer




Good Activity!


?? Wouldn’t we be serving the customer immediately following the greeting?


Are these the answers?

_________________________________________________________________________

_________________________________________________________________________

_________________________________________________________________________

_________________________________________________________________________

The following are some sample messages that you can use for telephone calls. Look at the

following and practice saying them to your group

a) Good morning /afternoon. Thank you for calling (company). This is (your name)

how may I help you?”

b) Hello, you have contacted (your name) of (company). I am currently unable to take

your call. Please leave your name, phone number, and a brief message, and I will

contact you as soon as possible. Thank you."

c) "Thank you for calling. You have contacted (your name) of (company). I'm currently

away from my desk and unable to take your call. Please leave your name, phone

number, and your message, and I will contact you as soon as I return. Thank you."

Which one did you prefer? _____________ Wwhich one did your group prefer?

__________

The following is an extract from Money Instructor which advises the following 9 steps to

providing prompt professional service to the customer.

When greeting a customer, you only have 5 seconds to make a good first impression. Therefore, the way you

approach your customer will have a lasting impact on them and will likely drive the direction of your relationship with

them from that point forward.

Here are some tips to give you the advantage when greeting customers initially:

1. Have a positive attitude. Keep your conversation lighthearted, yet professional. Maintaining a positive

attitude while conducting business is a great way to begin a business relationship.




As this is important, should it be in bold? Since you are using a slab of text from this site, should you include the proper reference too?

2. Greet with their name. Greet them using their name, and make sure you continue using it throughout the

conversation. Don't overdo it, but using their name puts them at ease and helps them feel like you care about

them personally and professionally.

3. Keep good notes—keep it personal and professional. Ask a few personal questions as "icebreakers", and

then move into professional mode. Make sure you maintain your lighthearted attitude while getting down to

business. Keep good notes of your conversation so that when you are finished with your meeting, you will

have a good record of what was discussed.

4. Keep focus on customer—not on self. Especially if you are meeting your customer for the first time, keep

your focus on your customer and their needs. Keep any conversation surrounding you to a minimum, and

enable the customer to talk about themselves. Most people like to hear themselves talk, so training yourself to

be an excellent listener will make the difference in building an effective business relationship with your

customer.

5. Ask specifically how you can help them. Once you have a good idea of what they need, ask how they

want you to help them. Be specific about the products and services your company provides, and ask them

which ones they believe would most effectively meet their needs.

6. Smile. Keep smiling. This helps keep things friendly and upbeat through the course of the business

conversation.

7. Shake hands properly. Regardless of your gender, make sure you have a firm handshake. A firm

handshake exudes confidence in yourself, your company, and in your ability to transact business effectively.

Females should especially pay attention to this, as most males expect women to have a handshake that

resembles a dead fish. Make sure that you have a firm handshake, grip the other individual's hand, and let go.

8. Make steady eye contact. Along with a strong handshake, steady eye contact is very important in making an

excellent first impression. Throughout the conversation, make sure you look your client in the eyes as much

as possible without seeming overbearing. This will help you to appear confident and will develop trust within

your client as you continue working with them.

9. Have an agenda ready. Before you ever walk into the office of a client, have an agenda prepared. If

possible, advance a copy to the customer so they are as prepared as you are to discuss business at hand.



This will also help build you up in the eyes of your customer and ensure you are one step ahead of your

competitors

Face to face service

When your branch is not busy; it is very easy to be pleasant and smile and conduct

yourself in a professional manner. You may find the time to enquire how is there day or

some other niceties that develop a rapport with the customer.

So what do you do if you have a regular customer with whom you have established a

rapport with wants to talk but there are many people still waiting to be served?

_______________________________________________________________________

_______________________________________________________________________

When you are working during a peak period and the waiting time for customers feels like

“forever”; how you do deal with the customers? Thankfully this is where your training and

skills come into effect. Your organisation will have taken you through steps to deal with

most situations. A good representative will be able to remain friendly, courteous and still

limit the time spend with the customer to a minimum to be able to process as quickly and

efficiently as possible.

Question: What could you say to the customer if you feel they want to chat but you have

lots of people still waiting?

_______________________________________________________________________

_______________________________________________________________________

Telephone

These days many organisations have automated voice answering as the first contact with

customers. How many of you have made a call and ended up with an electronic voice

command system that directs you to push different buttons for different service contacts?

How did you feel?

_______________________________________________________________________

_______________________________________________________________________



No one likes to be placed on hold for hours on end. For large organisations this can be a

difficult area to improve. There is no one right answer, however I am sure some of you

have found that some companies have better service than others. Why/how?

_______________________________________________________________________

_______________________________________________________________________

_______________________________________________________________________

Next with some companies, the customer is put through to a representative. Often you

will be given a transcript of what to say during your training. However customer service

via the phone starts even before you pick up the phone. How many times does a phone

ring? LOTS!! So, most companies will ask you to answer the phone within so many rings.

This may be around 5 rings. Some phones will ring differently between internal and

external calls to help prompt how you answer the phone. When you answer the phone

what you say and how you say it also influences the customer on how they feel you are

providing a good service.

Once you answer the telephone within the allotted rings make sure you speak clearly and do

not rush! Smile as you speak – your voice will sound much more pleasant and friendly.

Give the customer your full attention. If you need to key information into the computer tell

them you are just bringing up their details so that you may be able to serve them better.

Remember they can not see what you are doing so they will be relying heavily on your voice

and if you sound like you not giving them your full attention, they may feel you are not

interested in their business!

As we have read earlier there are some common courteous messages that you can put on

your phone. If you are going to be away from your phone for a long period you may need

to change the message.

A couple of examples may be:



a) "Thank you for calling (your name) of (company). I'm currently away on leave until

(date of return). Please leave your name, phone number, and your message, and I

will contact you as soon as I return. Thank you."

b) Thank you for calling (your name) of (company). I'm currently away on leave until

(date of return). Please press #9 and you will be put through to another

representative.. Thank you for your patience."

Emails

As emails and electronic systems become our main connection with our customers again

business are adapting protocols to suit the ever changing IT world. Emails can take up

so much of your time –especially if you are looking at your private emails during work

time.

Generally it is recommended that you allocate yourself certain times of the day to deal

with emails. That way you will not loose time in performing other duties. Additionally,

some organisations will only permit you to use personal emails only during your lunch

break. Others may not allow you to access personal emails at work at all.



Generally a customer would expect a reply within 24 hrs during business hours. However as

times change and organisations are looking for ways to become the leader in their field

some may even consider including the weekends. Just look at what Banks offer over and

beyond the different bank accounts (savings and investment). Banks now also offer

insurance cover, while some insurance companies now also have banking facilities. Thus

customers are more inclined to email you outside of normal working hours.

Finally, it is also recommended that if you are on leave or on a course, where you will be

away from your emails for a period of time, that you set up an instant reply. Again, as with

your telephone message, keep it professional and advice the date of your return. These

techniques will help you provide a prompt service and aids to the develop of building a

rapport with the customers.

2.2 Establish and maintain appropriate rapport with customers to ensure completion of

quality service delivery

To establish and maintain appropriate rapport with our customers, perhaps we need to first

think about why are the customers are coming to us.

Question; Do you have your favourite shops/organisations Y / N

Why do you choose to go to these shops?

_________________________________________________________________________

_________________________________________________________________________

________________________________________________________________________

Most people go to their favourite shops not just for the name of the place but because when

they go there, they are given the service which meets their needs.

The people are what ‘makes’ the organisation. Employers go through the recruitment

process to select candidates who they think will “fit” in their business objectives. Once

recruited, the new employee, will then require good induction training and on the job training

to create an employee a worker that is attuned to both the company’sies requirements and

the customer’s needs(both internally and externally).

As an employee you will be required to develop skills to be able to carry out good customer

service. Every organisation will have their own way of how their employees are to interact

with their customers. Their aim is to induce their employees to create a rapport with the

customers so that ‘feel’ they are special and thus are receiving a quality service.



Let us look at some organisations and see if you can work out what the companies do to

create a rapport with their customers

Activity Time – 10 mins

In pairs answer the following for two business

1. Name of company ___________________________________________________

How do they greet the customers?

_________________________________________________________________________

_________________________________________________________________________

What do they do that makes you want to go back to that shop/business

_________________________________________________________________________

_________________________________________________________________________

2. Name of company ___________________________________________________

How do they greet the customers?

_________________________________________________________________________

_________________________________________________________________________

What do they do that makes you want to go back to that shop/business



2.3 Sensitively and courteously handle customer complaints in accordance with


Some customers are very good at monitoring their accounts. Some will, checking their

statements and comparinge them to their receipts. Just as someOther customers are good

at advising their branch of any changes. However, there will be times when something goes

wrong. It may be the fault of the customer, or it may be the bank’s. No matter which it is,

customers can become quite annoyed when things go wrong.

Probably one of the more common discrepancies come from Administration errors such asis

the use of the incorrect address for a customer. Sometimes the customer may be positive

they had advised the bank of their change of address, yet the bank has not updated the

system. How you handle this and what you do can make a big difference to the rapport you

have build with the customer.

Question: Iif a customer came into your branch annoyed because their statements are still

going to the wrong address,; what could you say orand do that will help rectify the problem?

_________________________________________________________________________

_________________________________________________________________________

_________________________________________________________________________

Delivery errorsDelivery of stock, goods or files can also go astray or to the wrong address. This could be

items going out of your branch or deliveries arriving to your branch. As you become more

competent at your job you may even be given extra tasks such as managing the stationery

for the branch. (this will be something extra to add to your resume as it demonstrates that

management believe you have the extra skills to carry out the task).

Now this may sound like a simple task, yet it often goes wrong. Sometimes your branch

may end up with an oversupply, wrong items or overcharged! The order may end up at the

wrong department or even branch.

Question: As the person responsible for placing stationery orders what steps or processes

could you take to ensure accuracy?




I don’t think this is really necessary

_________________________________________________________________________

_________________________________________________________________________

_________________________________________________________________________

Even worse, are errors are ones that affect our customer’s account balance or incorrect

fees or charges that appear in the customer account. such as Service errors. A good bank

representative will have a strong knowledge of all the banks products. However, mistakes

can be made, or the wrong product can be sold to the customer, which then can create

acreating a situation where the customer feels that the bank is “ripping them off”.

An example where this could occur is when a customer wants the added benefit of being

able to write cheques. So the teller sets up a cheque account but does not link it to the

customers saving account. So the incorrect product was soldthe full correct procedure was

not properly followed through. This may seem to be a small issue, except but the customer

will think that your bank services are not as good as other banks which have the cheque

account quickly linked to their main savings/business account.

Thus the customer ends up with paying double accountingadditional fees and has to

manually transfer money from one account to the otherbetween accounts.

Question: How could you help the customer out? (Remember you do not want them to feel

that the last representative was useless – you are all in the same organisation)

_________________________________________________________________________

_________________________________________________________________________

_________________________________________________________________________



2.4 Provide assistance or respond to customers with specific needs according to


Although our organisation may have set protocols such as how we greet our customers;

there will be times when you will need to adapt while still remaining professional.

Activity Time – 1 hour Your name_______________ Partners________________

In pairs describe some of the specific needs for the following. Dictionaries may be used

Age

_________________________________________________________________________

_________________________________________________________________________

_________________________________________________________________________

Beliefs,

_________________________________________________________________________

_________________________________________________________________________

Culture,

_________________________________________________________________________

_________________________________________________________________________

_________________________________________________________________________

Religious

_________________________________________________________________________

_________________________________________________________________________

Gender

_________________________________________________________________________

_________________________________________________________________________

Language

_________________________________________________________________________

_________________________________________________________________________

_________________________________________________________________________



Now let’s brainstorm on the board how we could assist or respond

Age

_________________________________________________________________________

_________________________________________________________________________

_________________________________________________________________________

_________________________________________________________________________

Beliefs,

_________________________________________________________________________

_________________________________________________________________________

_________________________________________________________________________

_________________________________________________________________________

Culture,

_________________________________________________________________________

_________________________________________________________________________

_________________________________________________________________________

_________________________________________________________________________

Religious

_________________________________________________________________________

_________________________________________________________________________

_________________________________________________________________________

_________________________________________________________________________

Gender

_________________________________________________________________________

_________________________________________________________________________

_________________________________________________________________________

_________________________________________________________________________

Language

_________________________________________________________________________

_________________________________________________________________________

_________________________________________________________________________

_________________________________________________________________________



2.5 Identify and use available opportunities to promote and enhance services and products

to customers

Extending time lines

Over the last few years Banks have become more customer orientated. As business try to

attract new customers the banks have had to meet the demand that other business have

been providing for years. Additionally many people are working longer hours and thus have

less time to undertake all their family/personal requirements such as groceries and banking.

Some bank branches now are open on the weekends (mainly Saturdays). This has created

a lot more convenience for the customer particularly in the shopping centres where the

customer can go to several businesses in the one location.

Questions: Can you name a bank that is open on the weekend?

________________________________________________________________________

Where is it located?

________________________________________________________________________

System for recording complaints

Most organisations will have a complaints procedure. A clever organisation will use that

information feedback from complaints to improve their service to customers . By

investigating each complaint and analysising what the complaint is about, will create an

opportunity for the organisation’s to can identify strategies to correct any current concerns of

the customers.

Complaints may also highlight areas that the organisation may improve on, or perhaps even

create the opportunity to investigate the potential of developing a new product.

Thus a proactive oOrganisations will not only record the complaint, they will also note who

made it, why it was made, which staff member took the complaint and what was done to

resolve the problem. By doing this the organisation will be able to contact the customer

concerned and provide some form of feedback. Taking your customer seriously and actively



listening to their complaint and letting them know of the outcome. As an organisation you

may not solve every complaint, however the personal communication between you and the

customer may turn a dissatisfied customer into a loyal customer – if treated right!!

Updating customer service charter

As with all large and proactive organisations, there is an ongoing review of policies and

procedures. These are generally undertaken by the Human Resource Manager, Officer or

Section (depending on the size of the organisation). As the business changes to meet the

demands of the customers so must the relevant documentation. Additionally as any relevant

law (either Federal or State) changes so must the organisations systems of work which

includes policies such as their customer service charter

A customer charter is developed by an organisation. It is a policy that sets the standards for

that organisation and explains to both the staff and the customer about how the organisation

regards customer service. All employees must know and understand the charter so they

work according to the customer charter to ensure the best customer service possible.

In small groups of 3-4 search the web internet for a suitable customer

complaint form and a Charter for the Financial Sector and bring to

class next lesson. Now answer the following:

Name of groups members

_________________________________________________________________________

Did the forms use technical terms? Yes /No Identify any potential confusing words

_________________________________________________________________________

_________________________________________________________________________

Were the questions suitable for the client to easily complete the form Yes / No

How could the complaint form be improved

_________________________________________________________________________

_________________________________________________________________________

How could the charter be improved

_________________________________________________________________________

_________________________________________________________________________




Is this really needed?

The following is a copy of KCB Bank Group Customer Charter

ServiceWe will provide you with professional, timely and friendly service. We will treat you with fairness and in an ethical manner.

InformationWe will provide you with clear, relevant and timely information and help you make informed decisions.

Security and PrivacyWe will ensure you enjoy secure and reliable banking. We will treat all your personal information as private and confidential.

Access To Your MoneyWe will ensure you can easily and conveniently access financial services through our branches, ATMs, Agents, Mobile and Internet Banking.

Customer CareWe are available to respond to your queries, complaints and feedback at all our branches during working hoursand through our 24 HR contact centre.

Community SupportWe support and continuously work towards improving living conditions in our communities based on our pillars of education, health, enterprise

development, humanitarian relief and environment.

As you can see, a customer service charter lets the customer know exactly what they can

expect from the bank and the banking staff.

Can you name any laws or guidelines that may influence a customer service charter?

Banking Act / Code of Banking Practice ___________________________________

_Anti Discrimination Act__________________________




Cite source?

Monitor and Report on Service Delivery3.1 Regularly review customer satisfaction with service delivery using verifiable evidence

according to organisational requirements

Customer service questionnaires

So how does a bank know what the customers want? There are several ways banks find out

what customers want. Banks like so many other financial institutions will look at world wide

trends. A good business will also look outside their own industry for more innovative ideas.

Some organisations will hire the services of a company that specialises in market research.

These companies will use several different methods for gaining information on behalf of the

company. Information collected includes (but not limited to):

Tele marketing

Market research meetings ie interview

Surveys ie questionnaires

List four questions you could write on a survey to find out how happy your customers are

with your teller service

_________________________________________________________________________

_________________________________________________________________________

_________________________________________________________________________

_________________________________________________________________________

The information is then analysed and a report written with the outcomes. This then allows

the oganisation the chance to identify areas which could be changed. Of course with any

change the organisation will have to manage time to implement the change and train staff

accordingly. So the larger the organisation, often the time to implement will take longer.

Audit documentation and reports

Any ideas here Janelle???? (see below + my email)



I have had a look at the section that you pointed out on Page 27. Your discussion on

Customer Surveys is a great starting point. I think the terms of "Audit Documentation &

Reports" may confuse the Cert III students. Keep with the term "survey" instead. Maybe you

could add a sentence to say that a customer survey can sometimes be called a customer

audit.

I think a really good thing for these students to do would be to build a short survey in groups

of four. Give them a specific scenario, such as a survey of the Internet Banking Service, a

survey on complaints handling, or a survey on customer interaction in the branch

environment. You could also look at a survey based on something closer to their own

thinking, such as a survey on the service provided in Centrelink??? I am currently teaching

them Design & Produce Business Documents (which looks at Word/PowerPoint & Excel to

provide business information). Following the survey development, they could brainstorm the

sorts of tools that they could use to produce a report to management on the survey.

Complaints

As mentioned earlier, most people often see complaints as a bad thing. However howHow

do would you know if something is not working well or is wrong , if people do not complain?.

The trouble with people complaining is that they may not be telling the most important

person who should know. Think about this. How often have you complained to a friend or

family member but failed to complain to the person or business concerned? Most of us

would fall into this category.

Question: From a business point of view, what is the problem with people complaining to

other people?

_________________________________________________________________________

_________________________________________________________________________

So how would a company know if their customers are satisfied or unsatisfied?

_________________________________________________________________________

_________________________________________________________________________

_________________________________________________________________________




They might not participate as they generally do not want to admit in public that they go to Centrelink

3.2 Identify opportunities to enhance the quality of service and products, and pursue within


With the fFinancial sector becoming even more competitive with overseas banks and

iInsurance companies setting up in the Australian market, every organisation is striving to be

market leaders. Even as a worker you will be the ones who often influence whether the

customer wants to come back into your branch. What you say, how you say it and what your

non verbal communication portrays plays an important part in building that rapport.

It starts by how you greet the customer,; : Ddo you use their name? Do you call them by

their first name or do you use a more formal greeting?

Identifying how to enhance the quality of your organisation’s service and products comes

goes back to the basics of knowing what your customers want and need. How you go about

finding this outobtaining feedback and how well your organisation takes uses the information

feedback will often influence the outcome of your customer’s loyalty.

Can you list some of the changes to Banks that has occurred over the last few years?

_________________________________________________________________________

_________________________________________________________________________

_________________________________________________________________________

3.3 Monitor procedural aspects of service delivery for effectiveness and suitability to

customer requirements

There are several ways an organisation can monitor their procedures that relate to service.

Monitoring the number of customers the branch has and how it varies over time will give an

ideaprovide some feedback, although but this would be insufficient on its own to determine

changes.

Observing staff and how the deal with each customer will also be of some assistance and

will allow a supervisor or manager to identify any short falls of a staff members customer

service protocols. Yet again, this may be inconclusive if only observed once. The staff

member may be unwell or having some form ofother issues that is are affecting their

behaviour.

If the staff member was observed to continually fall short of the requirements then the

observation would be more accurateaction will need to be taken. The supervisor or manager

should have noted the dates and times of each incident and not leave it too long between

incidents to discuss the matter with the employee.



Perhaps one of the most effective ways a bank can monitor their service is by looking at their

customer complaints. These complaints could be received through a bank representative,

who should document it as soon as reasonably possible and whenever they can get the

customers details such as name and contact number. This will allow someone more senior

to make a courtesy call and try to solve the issue wherever possible.

Questionnaires can be very effective however the customer has to be prepared to give up

their time to complete the form. Some people youcustomers will make valid attempts to try

and answer the questions that the bank wants, while others may just tick the boxes without

really reading the question. This is particularly more likely if the answer boxes are all the

same. Thus many banks may use market research companies that offer some form of

incentive to the person without them knowing it is for their bank.to properly design their

questionnaires and analyse feedback. Online tools such as Survey Monkey allow bank staff

to create quick on-line based surveys, which are more appealing to their customers.

3.4 Regularly seek customer feedback and use to improve the provision of products and

services

Questionnaires as mentioned above can be a great way for an organisation to monitor their

customer service. However the questionnaire would need to be clearly defined and thus

sometimes are not as effective as you may hope.

Interviews may be inconvenient to the customer and perhaps even make them feel

apprehensive toward the bank. So depending on what your company is trying to identify

they must first consider who their target audience is and then prepared the questionnaire

accordingly. Additionally a good financial representative will be receiving customer feedback

every time they serve a customer – it should be in each of the banks representatives routine

close to ask if there is anything else they can help the customer with and note their non

verbal as well as verbal communication.

3.5 Ensure reports are clear, detailed and contain recommendations focused on critical

aspects of service delivery

Working in the financial sector will require a person to have good communication skills. This

includes spoken verbal and non- verbal communication skills as well as a high level of

written skills. Hence part of your professional development plan towards whilst working in a

financial organisation should be to improve your skills especially written.



Just as Tthe way you present yourself tells others a lot about you; so as does your ability to

write effectively. There are many times where you will need to liaise with both internal and

external customers via the written formin writing, and depending on the form of writing will

influence how you write. . How you write will depend on what you are writing.

Let’s like at some of our existing writing techniques

On your own describe what style of writing you use when you do the following:

Text on your mobile

_________________________________________________________________________

_________________________________________________________________________

_________________________________________________________________________

Send an email to a friend

_________________________________________________________________________

_________________________________________________________________________

_________________________________________________________________________

Write to a parent of relative

_________________________________________________________________________

_________________________________________________________________________

_________________________________________________________________________

Write a cover letter for a job



_________________________________________________________________________

_________________________________________________________________________

_________________________________________________________________________

As you can see that you already know the difference styles of writing you have developed.

In the financial sSector whether you are writing an email to a colleague or a manager you

will have to write in a way that is professional. Generally this means that your writing is

clear, accurate and concise.

Good report writing takes planning and preparation. Being able to formulate tables graphs

and summaries of findings are important to explain critical points of a report. So, how do you

ensure your reports are clear, detailed and contain recommendations?. The answer is to

plan your work!

If your workplace advised you that they wanted you to write a report that focused on the

organisations customer service, you actually have to plan!

Firstly theThe planning starts from when you decide what you actually need to report on.

Now this may sound simple, however if you are not clear on exactly what you want to find

out, your survey, questionnaire or interviews will not give you what you need to report on.

Thus it is important that time is spent on deciding what are you actually trying to find out. It

should not just be “Iis our customer service good?”.

When you have worked exactly what it is that you are trying to find out and have written your

questions, it is beneficial to obtain feedback from a colleague or someone who has the

background in what you are trying to achieve along each step. For example, a supervisor

who has had experience in writing questions for a survey on customer service. Are your

questions closed or open questions? Closed questions are best for surveys as they are

easier to analyse. Is there a variety of ways to answer eg. T/F, Yes/No, A,B,C,D rating 1 -6?

By varying your question styles, it will create a more interesting survey and more likely to be

completed.

Then, once your questions are written ask a colleague to read it and even fill it in. Does

there appear to be a pattern of selecting? Ask them for feedback on how your questions are

written. Never feel you have to get it right first go!



Sending out your surveys and keeping track of how many were sentd out. and then

collectCollect and count how many you receive back. Never expect to receive 100% of your

surveys back, so if you expect would like100 answers responses you may need to send out

double that amount.

Once the responses have been returned, the fun begins. Hence this is where theThe most

important part of your report beginsis the collection, collation and analysis of the data within

the survey responses. You need to be able to present this information to management in a

clear, concise and professional manner, ensuring that all critical information is included in

your report. Being able to write in a professional style and formal layout will help ensure your

report has all the critical information required.

A formal report (used in workplaces and tertiary education) is generally broken up into the

following topics:

Title page , Acknowledgements, Contents page , Terms of reference, Materials and

methods, Summary, Introduction, Main body , Results, Conclusion, Recommendations,

Appendices, References, Bibliography , Glossary

Using spreadsheet programs like such as Eexcel are a great way of collating your

responses. Additionally after inputting the details you can select the most appropriate graph

or chart.Once the data is input, you can use the software to produce graphs and charts

which will help you to display your data. Of course your report should not be over supplied

with graphs. Graphs are used to aid in giving visual feedback of your written report, but

should not be over-used either..

Below is a website that has a great small document on the following website that may assist

you while you are studying at TAFE NSW.

http://wiki.tafensw.edu.au/sydney/mylearning/images/b/bf/TAFE_NSW_style_guide.pdf




Should we provide them with an example of a survey & report – Maybe in an appendix?There is one in our current CertIV customer service book.

http://library.bcu.ac.uk/learner/writingguides/1.02%20Reports.htm#Glossary

http://library.bcu.ac.uk/learner/writingguides/1.02%20Reports.htm#Bibliography

http://library.bcu.ac.uk/learner/writingguides/1.02%20Reports.htm#References

http://library.bcu.ac.uk/learner/writingguides/1.02%20Reports.htm#Appendices

http://library.bcu.ac.uk/learner/writingguides/1.02%20Reports.htm#Recommendations

http://library.bcu.ac.uk/learner/writingguides/1.02%20Reports.htm#Conclusion

http://library.bcu.ac.uk/learner/writingguides/1.02%20Reports.htm#Results

http://library.bcu.ac.uk/learner/writingguides/1.02%20Reports.htm#Main

http://library.bcu.ac.uk/learner/writingguides/1.02%20Reports.htm#Introduction

http://library.bcu.ac.uk/learner/writingguides/1.02%20Reports.htm#Summary

http://library.bcu.ac.uk/learner/writingguides/1.02%20Reports.htm#Materials

http://library.bcu.ac.uk/learner/writingguides/1.02%20Reports.htm#Materials

http://library.bcu.ac.uk/learner/writingguides/1.02%20Reports.htm#Terms

http://library.bcu.ac.uk/learner/writingguides/1.02%20Reports.htm#Contents

http://library.bcu.ac.uk/learner/writingguides/1.02%20Reports.htm#Acknowledgements

http://library.bcu.ac.uk/learner/writingguides/1.02%20Reports.htm#Title

Performance Criteria HOW AC /NC

1. Identify customer needs

1.1 Use appropriate interpersonal skills to accurately identify and clarify customer needs and expectations

wkbook

1.2 Assess customer needs for urgency to determine priorities for service delivery according to organisational requirements

wkbook

1.3 Use effective communication to inform customers about available choices for meeting their needs and assist in the selection of preferred options

Role play

1.4 Identify limitations in addressing customer needs and seek appropriate assistance from designated individuals

exercise

2. Deliver a service to customers

2.1 Provide prompt service to customers to meet identified needs in accordance with organisational requirements

Exercise

2.2 Establish and maintain appropriate rapport with customers to ensure completion of quality service delivery

Activity

2.3 Sensitively and courteously handle customer complaints in accordance with organisational requirements

2.4 Provide assistance or respond to customers with specific needs according to organisational requirements

Activity

2.5 Identify and use available opportunities to promote and enhance services and products to customers

3. Monitor and report on service delivery

3.1 Regularly review customer satisfaction with service delivery using verifiable evidence according to organisational requirements

3.2 Identify opportunities to enhance the quality of service and products, and pursue within organisational requirements

3.3 Monitor procedural aspects of service delivery for effectiveness and suitability to customer requirements

3.4 Regularly seek customer feedback and use to improve the provision of products and services

3.5 Ensure reports are clear, detailed and contain recommendations focused on critical aspects of service delivery



Student Feedback Form

Please circle the most suitable response to the following.

Did the unit meet your needs?

Excellent Very good good satisfactory unsatisfactory

Was the unit presented in a way that assisted in your learning?


Was the workbook easy to follow?


How well did the workbook explain things clearly?


Did the activities in the workbook assist in your learning?


Was the teacher approachable?


Did the teacher act in a professional manner?


Comments

_________________________________________________________________________

_________________________________________________________________________

_________________________________________________________________________

Following receipt of Assessment documents, I agree I had the opportunity to look at them and to have discussed with the assessor regarding any written comments. I also had the opportunity to ask any question that I have considered necessary

Student Name:____________________________________ Class:_____________

Student Signature: ____________________________ Date: _____________



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