Assessment Task 2

Presentation Delivery
(Written report &
presentation)
BSBCMM401 - Make a presentation

BSB42415 Certificate IV in Marketing and

Communication
15055 Pornnipa PORTAMA

Part A: Prepare and deliver presentation

Title of the presentation: Manage Quality Customer Service
Presentation date/time: 10.00 Am on Monday 14/05/2018
The location: room Lab 5, Business Institute of Australia
outcome and purpose of the presentation:
- To help colleagues be able to communicate effectively with customers
- Create a positive impression for the colleagues
- Develop and maintain customer s`ervice standards of the organisation
- To make colleagues be able to plan good customer service
Appendix 1: Materials checklist

checked Working
order

VENUE

Seating arrangement and room layout

Projection system

Projection screen

VCR and TV

Placement of light switches

Location of room temperature controls

- Sound amplification system

Internet connections

Location of power points

Tables for equipment

Decorative elements/flowers

COMPUTER EQUIPMENT

Laptop

Power cords

Connecting cables, including ethernet cable

Back-up of presentation on portable drive

Laser pointer

Data projector
AV EQUIPMENT

DVD player

Remote for DVD player

Microphone and cords

Speaker

Interactive whiteboard

PRESENTATION NOTES

Speaker note and plan

Slide list

Reference material

Audience materials/handouts

Master hard copy of all materials

Evaluation forms

Presentation file saved to laptop

PRESENTATION AIDS

Pens, markers, whiteboard markers

Flip charts

Model

Props

Diagrams, charts and posters

Presentation software on laptop

Recording-DVD-sound-music

PERSONNEL

Attendee list/name tags

Special requirement-disabled toilets. Lift. diet

Venue, organisation contact list in case of emergency

The content of the presentation:
- Customer service
- Good and bad customer services
- Skills for customer service
- Effective ways to improve your customer service
- The conclusion

The briefing information of the presentation:

Manage Quality Customer Service

Customer service is the provision of service to customers before, during and after a
purchase. The perception of success of such interactions is dependent on employees "who
can adjust themselves to the personality of the guest”. Customer service concerns the
priority an organization assigns to customer service relative to components such as product
innovation and pricing. In this sense, an organization that values good customer service may
spend more money in training employees than the average organization or may proactively
interview customers for feedback.
Good customer service relates to the service you and your employees provide
before, during and after a purchase. For example, it's how you interact with your customers.
Improving your customer service skills can lead to greater customer satisfaction and a more
enjoyable experience for them.
No matter the size of your business good customer service, needs be at the heart of
your business model if you wish to be successful. It is important to provide good customer
service; to all types of customers, including potential, new and existing customers.
Although it can take extra resources, time and money, good customer service leads
to customer satisfaction which can generate positive word-of-mouth for your business, keep
your customers happy and encourage them to purchase from your business again. Good
customer service can help your business grow and prosper.
Examples of excellent customer services include:
- treating your customers respectfully
- following up on feedback
- handling complaints and returns gracefully
- understanding your customers' needs and wants
- exceeding customer expectations
- going out of your way to help them
In the other hand, when customers have a bad customer service experience, they
don't just get mad, most of the time they try to get even. A recent survey by ClickFox took a
close look at what the repercussions are of poor customer service experience. While 52
percent of disgruntled customers spout off to family and friends, an even more astounding
32 percent altogether will stop doing business with the company that provided a lousy
customer experience. And when customers take to social media to air their ire, more than 60
percent of consumers are influenced by these detrimental comments.
Examples of poor customer services include:
- Lack of manners
- Rude discourteous behavior
- Long waits on the phone
- Long waits in line
- Lack of knowledge of the product or policy
- Lack of follow-through
- Not resolving a complaint
- Unresponsive technology or not knowing how to use it
- Can’t get a hold of a real person
- Unfulfilled promises, lies and other deceptions
- Not accepting customer feedback
 There are certain customer service skills that every employee must master if they are
forward-facing with customers. Without them, you run the risk of finding your business in an
embarrassing customer service train-wreck, or you’ll simply lose customers as your service
continues to let people down.
Examples of customer service skills, include:
- Patience
- Attentiveness
- Clear communication skills
- Knowledge of the product
- Ability to use positive language
- Action skills
- Time management skills
- A calming presence
- Ability to handle surprises
- Persuasion skills
- Willingness to learn
You’ve seen the statistics that prove how important customer service is. When your
company’s reputation hangs by the thread of positive reviews, and years of success can be
dashed away by one viral complaint on Facebook, your goal is to make sure each and every
customer has the best possible experience. You want them raving about your business,
telling all who will listen about how much they believe in your company and how well you
treated them. There are Effective ways to improve your customer service, include:
- Strengthen your customer service skills
- Look at every touchpoint
- Improve your customer interactions
- Enhance your customer service strategy
- Make sure your reps are engaged
- Give your customers a way to provide feedback

In conclusion, customer service is about giving customers what they want,

when they want it, in the best possible way. If your business provides good customer
service, you have a greater chance of keeping and increasing your customer base.
Research indicates that it costs up to 10 times as much to attract a new customer as
it does to keep an existing customer.
Good customer service can help your business grow by increasing:
- customer numbers through favourable word-of-mouth advertising
- the dollar amount spent per customer per transaction
- the frequency of customer visits.
 You can establish a culture of excellent customer service in your business by
planning, developing and sustaining a customer service program. Train your staff to
give your customers the highest level of service.

Part B: Reflection

Firstly, I would like to thank for all the questions in the Q&A. It made me realize that
there are a lot more to consider making this idea happen. For my presentation, there are
many areas for improvement.
The most challenging aspect of this presentation was creating a meaningful story
through an effective framework that would make audiences to understand the purpose of the
presentation. I used a lot of facial expressions to make audiences feel comfortable and
understanding. I could have done better in certain areas such as volume and speech rate,
but I believe that I gave a good overall impression.
In the other hand, for what was ineffective, I found the structure of the presentation
was not good enough. I used the same structure as that of the proposal. I felt that the
sequence of information presented was logic, but not cohesive. So, it reduced the
persuasiveness of my proposal. Also, I did rehearse few times. However, I felt that the
transitions between presenters could be improved, as you can see, some information were
not clear during the presentation.
For improving the presentation skills, firstly, i need to do my research. Though having
a degree or lots of experience in the field can help convince audiences, researching the topic
as thoroughly as I can is my best bet for making them believe every single word I say.
Secondly, preparation is the most important part of making a successful presentation. This is
the crucial foundation and there should be no short-cuts. Finally, decide in advance how and
when you wish to handle questions. Some speakers prefer questions to be raised as they
arise during the presentations whilst others prefer to deal with questions at the end. At the
start of your presentation, you should make clear your preferences to the audience.

Effective communication
- Listening: Being a good listener is one of the best ways to be a good
communicator. No one likes communicating with someone who only cares about
putting in her two cents and does not take the time to listen to the other person. If
you're not a good listener, it's going to be hard to comprehend what you're being
asked to do.
- Nonverbal Communication: Your body language, eye contact, hand gestures, and
tone all color the message you are trying to convey. A relaxed, open stance (arms
open, legs relaxed), and a friendly tone will make you appear approachable and will
encourage others to speak openly with you.
- Clarity and Concision: Good communication means saying just enough, don’t talk
too much or too little. Try to convey your message in as few words as possible. Say
what you want clearly and directly, whether you're speaking to someone in person,
on the phone, or via email. If you ramble on, your listener will either tune you out or
will be unsure of exactly what you want.
- Friendliness: Through a friendly tone, a personal question, or simply a smile, you
will encourage your coworkers to engage in open and honest communication with
you. It's important to be nice and polite in all your workplace communications.
- Empathy: Even when you disagree with an employer, co-worker, or employee, it is
important for you to understand and respect their point of view.
- Feedback: Being able to appropriately give and receive feedback is an important
communication skill. Managers and supervisors should continuously look for ways to
provide employees with constructive feedback, be it through email, phone calls, or
weekly status updates.