Task 7 — Customer service

Customer service is integral to the success of any organisation and regardless of industry, customers are placed at the core of everything businesses do. Therefore, being clear on your organisation’s customer service standards is critical to ensure that the service you and your team provide is in line with its culture and expectations. 

Organisations establish customer service systems to ensure there is a consistently high standard of service for customers from end to end, across all departments, involving all team members, and at every touchpoint their customers have with their organisation.

It is important that the customer service system is continually monitored and reviewed to ensure that the system remains effective. 

For the following questions, reflect on your current or past organisation or conduct research to explain how businesses approach gathering, monitoring and acting on feedback from internal and external customers. Then answer the following questions. 

Task 7: Question 1

List and explain three (3) processes that a business can use to gather feedback from its clients? (30 words)

Task 7: Question 2

Feedback is very important for a business to understand that the products and service that they provide to their clients meets the expectations of the clients.

The feedback from the quarterly customer survey on the service and products provided has been received by the business.

There are six (6) responses of feedback received:

1. ‘The broker was really helpful and responded quickly to my emails. They were very personable and professional’: Sam Welsh

2. ‘I left a message on their message bank on Thursday night, leaving my details to be contacted the next day. I didn’t get a response call until the following Thursday – I really couldn’t wait that long as I had found a property and went elsewhere’: Anh Nam

3. ‘No one responded my calls in a timely manner, it was always 2 to 3 days later’: Mario Taranto

4. ‘I sent an email on the Friday and still did not have a response by the following Friday, I wasn’t very happy with that’: Aya Farid

5. ‘I sent through a couple of emails with questions that I had regarding my loan application. The response I received was not what I was expecting – very unprofessional’: Yarran Danggetti

6. ‘I am really happy with the products recommended to meet my needs for a home loan’: Dan Wong

It is important to record and action this feedback.

Part 1

The feedback is to be recorded the client files. 

(a) Select three (3) responses from above and record these details in the table below, including what actions you would take.

(b) How would you confirm that the client’s expectations have been met in response to their feedback?

Part 2

(a) Referring to the areas of concern in the survey responses above, write a customer service improvement report including:

• three (3) areas where customer service can be improved. (What)

• a minimum of two (2) actions that would be required to implement the improvements. (How)

• a list of the stakeholders that would need to be consulted to implement the improvement, and an explanation of how you would communicate this with the stakeholders. (Who)

(b) Write an email to a stakeholder identified in the table below explaining your recommendation and how it will improve the area of customer service. 

Hint/Tip:

Draw on your current and/or past experiences to answer this question. Refer to the Toolbox for examples of customer service standards. You may also use the example business profile of CCF & MB to answer this question. It is preferable that you relate the areas of customer service to the finance and mortgage broking industry. You also may need to conduct your own research. 

Task 7: Question 3

(a) How can you and your team monitor the level of customer satisfaction in your workplace in line with the service standards set?

(b) Provide two (2) suggestions for ensuring that team members are accountable for the customer service standards in the workplace.