Part A – Written Assessment
Scenario:
Your company Colesworths manufactures gym and personal fitness equipment which
is sold to numerous retail chains and individual stores. A new competitor has entered
the market and is taking away some of your company’s market share. As there is no
discernible difference in quality or price of your products compared to your competitor’s
products, higher management believe it is a customer service issue. They have asked you
to complete a report detailing how these customers can be won back.
Include the following in your report:
1. What strategies would you use to monitor product & service targets and
standards? (6 marks)
2. Develop a strategy to obtain customer feedback in regards to the above.
(6 marks)
3. Explain how you will use the following resources effectively to promote
quality service to customers:
a. Equipment
b. Finance
c. People
d. Technology

(2 marks each)
4. What records and reports would be maintained by management? How
would they be stored? (5 marks)
Part A total: 25 marks

Part B – Written or Oral Questions
One of your largest customers, a popular retail chain, has communicated
a major complaint to you. An urgent order was guaranteed by one of your
customer service representatives but didn’t arrive by the guaranteed date. The
customer service representative admits they didn’t book the transport company
in time for the delivery to be made by the requested date. They claimed they
were too busy and forgot about the request.
The Manager of this retail chain is very frustrated because this was the third
time of not receiving the order by the guaranteed date even though urgency of
the delivery was already discussed with the customer service representative of
your company. Now they are thinking of leaving you and switching to different
supplier. They are also asking to cancel the next two orders which were placed
by the retailer this morning.
1. How will you overcome this problem with the client? (8 marks)
2. What adjustments would you make to service delivery to ensure such
problems do not occur again? (8 marks)
Part B total: 16 marks
Assessment 2 total: 41 marks