BSBOPS304 - Deliver and monitor a service to

customers

Task 3 – Portfolio: Deliver and monitor service to

customers at CoffeeVille
Assessment Templates
Student ID Student Name

094684 First Name: Vasin

Last Name: Pitichaiyakul

Submitting your assessment:

Complete all assessment tasks, upload the Assessment Templates, and submit in Moodle for
grading. Once your assessment is graded, you will receive an email notification. Check your
grades and submission feedback on Moodle.

Assessor’s acknowledgement:
Please verify each of the following principles of assessment by placing a tick in each box. Refer
to the assessor's handbook for further information if required.

Authentic: I am assured that the evidence presented for assessment is the learner’s
☒
own work
Valid: I am assured that the learner has the skills, knowledge and attributes as
☒ described in the module or unit of competency and associated assessment
requirements
Current: I am assured that the assessment evidence demonstrates current
☒ competency. This requires the assessment evidence to be from the present or the
very recent past
Sufficient: I am assured that the quality, quantity and relevance of the assessment
☒
evidence enable a judgement to be made of a learner’s competency

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Task 3: Activity 1, Step 2
Customer Profile template
Customer age range  20-60

Gender  Male, Female

Customer type  Office and retail workers, shoppers, and tourists.

Customer buying habits  Prefer a tasty meal

 Enjoy some munchies and a fine cup of coffee.

 Service tends to be quick

 Respect ethical, sustainable, and high-quality

practises

What CoffeeVille offers  High quality, fair trade, a variety of coffee.

customers to meet their needs  High level of fast and friendly service.
and expectations  Easy access for customers with physical and mobility
impairments
 Touch screen ordering via tablet for speech and
hearing impairment customers
 Coffee delivery within 5 KM

Ways CoffeeVille represents  Accessibility with street-level premises and

value to their customers wheelchair access
 Customer service with friendly and fast service
 Pricing: competitively priced for high-quality food and
gourmet coffee
 Ethical and environmentally responsible business
practices
 Loyalty Card

Ways CoffeeVille ensure staff  Employ staff with a proven record for customer
meet the needs and service and train staff to achieve the highest level of
expectations of customers customer service.
 The staff treats customers with courtesy, respect, and
consideration.
 Staff follow FAIR values and adhere to anti-
discrimination laws and be respectful of the diverse
abilities of customers.

Task 3: Activity 2 - Customer 1, Step 2

Customer 1 - Deliver a service template

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 Mission statement

CoffeeVille provides a unique and relaxed cafe experience for the environmentally friendly and
socially aware Melbourne coffee drinker.

Legislation

1. Racial Discrimination Act: George can be served from this cafe. without discrimination or
violence based on racial differences.
2. Privacy Act: George will be able to ensure that if he has signed up for a membership or has
filled out some personal information with the café. The cafe will be able to collect and not
disseminate the customer's personal information to other people.

3. Competition and Consumer Act: George will buy things at an acceptable price. Not being
overcharged and safe, as well as getting good service from this cafe.

Customer needs and expectations

-He wants coffee the way he likes

-He prefers to sit in a comfortable, friendly café and read a newspaper

-He needs to be served on time so he’s not late for work

Build rapport

1. Greet him with a smile.

2. Take his order and if he wants coffee the way he likes, then ask him a selection questions. 3.
Offer the special menu and invite him to sign up for a loyalty card.
4. Do the order on time
5. Serve him with a smile and thank him.

Service priority and standards

1. Greet the customer in a courteous and professional manner.

2. Listen effectively to the customers’ requests and promptly take the necessary actions to assist
him.
3. Order must be filled within 4 minutes of taking the order.
4. Inform the customers if there will be a delay.
5.Thank the customer.

Assist in selection

1. Which single or double shot of espresso do you want?

2. What kind of coffee beans would you like for your espresso? 3. Would you like me to
mix/blend Arabica beans in it?
4. Do you want sugar?

Promote and enhance the service

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 1. Offer special daily desserts or other food to eat with the coffee.

2. Offer a double shot or add sugar or syrup to the coffee

3. Invite him to sign up for loyalty card.

Task 3: Activity 2, Customer 2, Step 4

Customer 2 - Deliver a service template
Legislation

1. Disability Discrimination Act: The café should prepare suitable equipment for Samantha to
order and prepare staff that can communicate well to prevent misunderstanding.
2. Australian Human Rights Commission Act: Even though she has a speech impairment, she
should be treated like a normal customer. E.g., Access to all the services in the café.

3. Competition and Consumer Act: Samantha will be able to buy things at reasonable prices. no
price buckling and get safety in all kinds of products in the shop.

Customer needs and expectations

-She needs Takeaway coffee

-She wants a coffee in her own reusable mug.

-She has a disability, which affects her speech.

How CoffeeVille meets the customer’s needs and expectations

- Bring the touch screen tablet menu to her and let her order the goods via the touch screen. - The
staff should be aware and listen effectively to her. If cannot understand, ask her again. - Speak to
her slowly and clearly or write it down on notepad if cannot communicate well.
- if the noise comes from the music in the café, turn the volume down to hear clearly.
- Bring his reusable mug to fill the drink.

Build rapport

- Greet with a smile and say hi clearly to Samantha.

- Bring the touch screen menu to Samantha to order and take her mug to prepare the order.
- Ask her for another order, be patient, don’t raise the voice, and smile all the time.
- If she asks something that you can’t understand, ask her again clearly or bring the notepad for
her to write it down.
- Thank her.

Provide assistance
We will take the customer to the table and then bring her the touch screen menu and tell her to
order via tablet. But if she has a question about other things, here are some ways to deal with and
communicate like a professional:
- Use a normal voice tone: don’t raise the tone

- Be patient and flexible: do not rush the conversation, speak clearly, and repeat anything that

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 might cause a misunderstanding
- Don’t pretend to understand, try to change the type of question if you can’t understand

- Ask the customer what will help with the conversation: if the conversation goes difficult, ask
the customer what will help us that will lead to a better understanding.

Task 3: Activity 2 - Customer 3, Step 6

Customer 3 - Deliver a service template
Legislation

1. Work Health and Safety Act: Alex can enjoy beverages and food without compromising on
health or safety when consuming food.
2. Sex Discrimination Act: Alex can access the services equally regardless of gender. Alex was
able to receive full service from the cafe and was not chosen to act.

3. Competitor and Consumer Act: Alex ordered food to be take-away. Prices for drinks, food,
and delivery are within the acceptable and normal price of the cafe. The cafe does not charge
any additional fees.

Customer needs and expectations

- He needs to order coffee for his meeting.

- He wants 3 cappuccinos with no sugar, 1 Latte with two sugars, and 1 Macchiato double
strength.
- He needs two slides of orange cake and 3 mixed pastries.
- He wants the café to be delivered to his company.

Service priority and standards

- When the customer calls the café, we should accept it quickly if we can.
- Take the order promptly and take note of all orders he orders. Listen to the order clearly and
repeat it after the customer completes the order.
- When his order is reached, make the order as fast as possible.
- If the order is delayed, call the customer immediately.
- When the food is finished, deliver the food immediately, no more than 10 minutes.
- When the goods have been delivered to the customer. Don't forget to say thank you.

Limitations of service

- Busy Hour: During peak hours, there is a higher demand for the service.
Additionally, orders have increased, resulting in some limitations on the service-
Fewer workers during the morning shift: during morning rush hour. The
procedure could take longer if there aren't many employees but there's a lot of
demand- Staff with poor memory: Having a strong memory is essential for a
service job. If a staff member forgets what the customer purchased, numerous
subsequent actions may be impacted. This will cause damage

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 Problem solving skills
- Communication: When you encounter problems, you must let your customers know. So, you
need to know how to communicate well and appropriate. If you can find it, you need to
communicate well to reduce confusion.
- Time management: Time management is very important. If you miss even a second, it can
damage subsequent systems. Or even during rush hours if you don't manage your time well
enough it can cause delays.

- Enjoyable and Cheerful: Being enjoy and cheerful with the work that you do will not only
make the employees fully satisfied with the work they do. It also results in a good atmosphere in
the shop as well, especially with customers.

Task 3: Activity 2 - Customer 3, Step 7

Complaints report template
Incident report:
Staff member/s Vasin Pitichaiyakul
name:
Customer name: Alex Calabria

Customer address 39 Little Bourke Street Melbourne

Date of incident: 15/05/2022

(use current date)
Details of incident: Alex called Coffeeville at 8.40 but nobody accepted his call, then he left a
voice message for coffee orders.
At 8.55, I got a chance to listen to his order and passed the order to the
barista but forgot to take note of the delivery time. After that, the order was
sent to the customer at 9.20 which it's too late for the customer to order. and
no one called to inform the customer.

After the delivery was done. The customer left a follow-up message that
shows disappointment and dissatisfaction for not being delivered on time and
no one didn’t notice him.
Customer He was disappointed that his order can’t arrive on time, and he waited a
Complaint: very long time for the cake and drink because he didn't know where it was.
and the customer said that they would not come back to use the service
again.
Editor: Editor score:
Corrections:
Spelling
Grammar
Refinements:
Clarity
Punctuation conventions
Vocabulary

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Complaints handling process:
1. Pay attention to the client's issue
2. Remain composed
3. Acknowledge the issue
4. Apologize for the customer's lack of service
5. Ask questions and get all the facts
6. Find a solution
7. Include the complaint in a report on the incident
8. Follow-up : Emma and Rufus Belcastran will write to the client and
provide a free gift

Recommendations for improvement:

- The staff should always check their voice messages.

- Should to send a message. For instance, if you can't answer the call, please try calling again. to
monitor the status of your order.

- Must suggest customers place orders online rather than over the phone because the latter method
yields more accurate results. The staff does not need to take orders from customers. and customers
can track orders by themselves.

Task 3: Activity 2 - Customer 3, Step 8

Email template
New message
To: Emma and Rufus Belcastran
Cc:
From: Vasin Pitichaiyakul
Subject: Apologize for the incident and ask for advice.
Dear Emma and Rufus Belcastran,

Due to the incident, I did not receive the customer call and write down the information
that the customer told me completely. This caused an unforgivable incident and
resulted in a customer submitting a complaint and he said he would never use our cafe
again. I am very sorry and would like to take this opportunity to apologize for the
incident. I also understand the feelings of customers and you. Please know that I have
no intention to make this mistake happen and I will try to be more careful so that it
doesn't happen again.

On this occasion, I'm here for your advice on what I should do about this incident.
Please tell me a best way to resolve the customer's complaint. I will resolve the problem
as soon as possible. Furthermore, I would like to suggest a solution to this problem that

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 may occur in the future as follows:

 Adapt a new way order to online via website: Customers can order, request a
delivery time and track their order from Cafes’ website and Employees can easily
see the orders that the customers want and do not miss them.
 Add more employees during the rush hour.
 If the employee receiving the order is not available, have other employees who

have a low workload or are available at that time to help take orders over the

phone. If the order is delayed, let the staff call to confirm the order again and
inform the estimated delivery time. Customers will be able to decide again
whether to order or not.

I hope my advice will help to more or less mitigate that problem.

Best Regards,

Vasin Pitichaiyakul

Task 3: Activity 2 - Customer 3, Step 10

Satisfaction Survey
Paste a copy of your completed satisfaction survey.

Customer satisfaction survey

First name Alex

Surname Calabria

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 Your organisation MBE Printing Services

State VIC

Coffee and cakes/pastries.

Product/service:

Please highlight your choice

How satisfied were you with

the complaints handling Very satisfied Satisfied dissatisfied
process?

Would you purchase from us

Yes Maybe No
again?

How would you rate our

Excellent Satisfactory No
customer service?

Customer Service Agent Very good outcome. I called to complain and vent about a
Comment: negative experience but was not expecting anyone to call
Respond to the customer survey back. The café assistant listened to me, provided a
results: solution and offered a free order to the value of the
original order. I’ll be coming back. ^^

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