Assessment task 2

Procedure

• Review the assessment 2 scenario information and simulated business

documentation, including policies and procedures for Melbourne Car World in the
additional information.

• Using appropriate software (Microsoft Excel, Word, etc.), develop a team budget for
the second quarter of the financial year. Use the budget outline provided as a guide.

Budget

Fixed staff $ 150,000.00

Contract staff $ 40,000.00

Training $ 5,000.00

Computers $ 3,000.00

Software $ 1,000.00

Photocopier $ 2,000.00

Travel $ 2,000.00

Phone charges $ 3,000.00

Promotions $ 50,000.00

Discounts $ 55,000.00

Special activity 1 $ 5,000.00

Special activity 2 $ 10,000.00

Total expenses $ 330,000.00

• In accordance with your implementation plan, prepare and deliver a 10–15 minute
team briefing presentation to the sales and customer service team to:

• inform team of changes

 • explain the customer service system and standards to the work team

• discuss customer service performance results (overall)

• stress importance of meeting standards to achieve customer satisfaction and

sales

• explain team budget for the second quarter

• discuss budgetary performance for the first quarter and importance of

budgetary control to the organisation

• gain commitment to improved customer service

• use appropriate software (e.g. Microsoft Word, PowerPoint, etc.) to develop

speaking notes and visual and written material to present.

Note:In your presentation consider:

• appropriate level of formality (e.g. verbal delivery should be less formal than any
written information presented)

• using encouraging language to ensure team buy-in.

Presentation:

Hi team, hope you all are doing good. This is your manager, Pat Marks. First of all I
would like to say thank you to all of you for working really hard in the first quarter by
putting all of your energy and power. It was really good to see all of you working
hard and seeing everyone’s potential.

So, the purpose of this presentation is for us to reflect on the first quarter
and discuss the new changes that are going to occur in our firm for the second
quarter. Moving to the changes we are looking to improve our customer service
changes in two ways. First by improving customer interactions and then by
strengthening customers service skills. Hopefully we have all being doing that by
now but I would like to bring our attention to it again and share ideas that we all
should be looking forward to when dealing with customers. For improving customer
interactions, try to find common interest between you and the customer, practice
active listening so your customers feel heard admit your mistakes, even if you
discover them before your customers do, and follow-up after a problem is solved.
For some of you, you might have to improve some of these bullet points, on the
PowerPoint, more than other. And for the strengthening customers service skills, you
must consider the following, all the time; empathy, patience and consistency,
adaptability, clear communication, work ethic, knowledge, and thick skin. So, the
change is that you will be observed in the second quarter for these specific things.
Better write all these things in your notes now.
After analyzing the feedback of the customers from the first quarter, I am really glad
that our firm is not doing bad. Many customers were satisfied with many things and
most of them gave positive feedback. Great job for that and keep it up! However,
there were two questions that many customers responded with negative feedback.
Questions 1:Did the comparison allow you to make an informed decision, and
questions 2: Did the ‘sales person’ communicate with you regularly and effectively?
These are the things that we may have to fix for the next quarter. Please keep that in
mind.

I would like to remind to all of us that our firm’s priority is customer satisfaction
and sales. Customers come before everything so we must do our best to make them
feel as comfortable as possible. As it is our business’ priority, no excuses will be
accepted if the standers of customer satisfaction are not met properly.
Our team budget for the second quarter won’t be very different from the first
quarter’s budget. We are adding additional budget for two special activities that are
going to occur.
Commenting on our first quarter, we were fine. There were some ups and downs
with our estimation of our budget and actual spent cost during the first quarter. I
would like to remind everyone again that we should have control over our budget so
our organization operates well. If the actual money is spending more than our
budget, we can face serious challenges.
 And finally, we all must be committed to our work, to our customers’ service. We
work as a team; we work as a family, so we must also help each other and move
forward to make our firm even better where customers would feel satisfied, all the
time.
Thank you for giving me your time, if you have any questions you may ask me later.
We are dismissed for now.

Link to presentation:

• Prepare a one- to two-page personal reflection on your learning. Include:

• a description of analysis you undertook to complete assessment tasks

• how you applied models and accepted standards and principles of customer
service

• what you learned

• what steps you intend to take to improve your knowledge of customer service in
your industry:

• qualifications

• training

• networking

• work experience.

Personal Reflection:

For completing this assessment, the knowledge absorbed was not only used
mine alone but I had to take help through the business books and internet to answer the
best for the given questions. If one source wasn’t able to provide the most suitable answer,
the second source was useful for that. Depending on two types of sources was better
comparing to depending on only one source. By depending on only one source the
knowledge can be limited and I wouldn’t have been able to see different perspective on
customer service. Researching on the internet seemed to be helpful a lot where there were
many websites with various opinions on improving customer service. I had to evaluate
whether a website was reliable or for getting the knowledge. My personal opinions were not
put used most of the time since I don’t have a lot of prior knowledge about customer service
and how one can make it better.

Different businesses have different types of customer services and depending on

the business I had to be specific with the customer service advice/recommendation that I
was applying for Melbourne Car Wash. Customer service can be in many ways but
Melbourne Car Wash business had its requirement. Looking at different models and
accepted standards and principles, the best and most suitable recommendations were
noted for this assessment. However, there were some models and standards that crossed
each other with same ideas. Those ideas were also noted for they did apply to this business.

Looking at what I have learned from the assessment is about improving customer
interaction and strengthening customers service skills. These are one of the most important
things that are useful and beneficial for the customers, follow-up after a problem is solved,
are all the aspects of improving the interaction with the customer. Customers are the key to
the business’ success so interaction should be the best. And for the strengthening customer
service skills, aspects like empathy, patience and consistency, adaptability, clear
communication work ethic knowledge and thick skin should be considered. Ask reps to try
to identify a common ground–like shared interests–with the people they help, practice
active listening so your customers feel heard, admit your mistakes, even if you discover
them before. Service skills can improve dramatically by following these points.

Looking at improving my knowledge of customer service in my industry would most like include
training and work experience. Training is learning something based on someone else’s experience
and knowledge. Instead of going through the whole process of work experience, getting training of a
professional trainer can be effective. It is one of the best way to improve my knowledge by getting
training. If not available then getting work experience is the second best option for it will allow to
have first-hand knowledge by experiencing it personally. Many times, if a person doesn’t get a
personal experience he doesn’t gain the best knowledge