Identify Brad’s Major Customers

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identify Brad’s major customers
• prepare a customer service policy for Brad’s business
• prepare a standard for handling complaints
• prepare a work instruction for handling a complaint
• give an example of how you would change an element of the customer service system in response to the complaint about the quality of the meals • outline how you would change the work culture in the kitchen • outline how you would evaluate the customer service Brad’s Holiday Retreat gives in the future

BSB40207 Certificate IV in Business
_____________________________________________________________________________________________ HCICSS Coordinate Implementation of Customer Service Strategies Student Guide v2.0 August 2010 Page 5 • design a customer survey questionnaire and survey process that will increase Brad’s understanding of his and Rosemary’s customers’ wants and needs in relation to meals

o outline the sample group
o design the questions (no more than ten)
o explain how the questionnaire will be distributed
o explain how you will collate your results and mock up a report to show how you will present your results.
Specifications
The assessor will be looking for you to:
• show an understanding of what customer service is
• write an effective standard that people can understand
• write a work instruction that people can easily follow
• understand the elements of a customer service system
• analyse data and make relevant recommendations
• show an understanding of what drives a customer service culture • show an understanding of design principles for a customer service survey • show an understanding of how to create a report which compels the reader to take action whilst understanding what the resource implications are. BSB40207 Certificate IV in Business

_____________________________________________________________________________________________ HCICSS Coordinate Implementation of Customer Service Strategies Student Guide v2.0 August 2010 Page 6 Assessment...
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