Assessment - Manage Quality Customer Service - BSBCUS501 PDF

ABN - 31 114 584 940 RTO Provider - 91153 CRICOS Code: 02672K
Level 2,396 Pitt Street, Sydney NSW 2000 Australia

Tel: +61 2 9264 2223 Email: info@greenwichcollege.com.au
Web: www.greenwichcollege.com.au
Assessment
Manage quality customer service
BSBCUS501
Unique Student Identifier (USI)

Student Name
Student ID
Term
Year
Trainer Name
I declare that all work completed in this assessment is my own.
Student Signature
Date
Email
Phone No:
Result
NYC
Contents
Assessment Guidelines .............................................................................................................. 3

Assessment Schedule ................................................................................................................ 4
Task 1: Develop a Customer Service Plan ................................................................................. 5
Task 2: Manage and Develop the Team ................................................................................... 13
Task 3: Monitor and Improve Customer Service ....................................................................... 21
Performance Criteria ................................................................................................................ 24
Foundation Skills ...................................................................................................................... 25
Assessment methods and tasks ............................................................................................... 26
Assessment mapping summary................................................................................................ 27
Record of Assessment Outcome .............................................................................................. 28
References / recommended resources ..................................................................................... 29
Manage quality customer service BSBCUS501

Innovation and Business Industry Skills Council Ltd, 1st Edition Version 2, 2015
Page 2 of 29
Assessment Guidelines
Assessment
You are advised to commence work on your assessment from week 1 and must be submitted by the
due date.
1. All assessment tasks must be completed and delivered individually.

2. Please read all instructions before starting each assessment.
3. You may refer to your Learner Guide or any other relevant resource when completing your assessment. Do not
quote directly from text books. You should answer questions in your own words, except where it asks you to
quote.
4. You have access to computers to assist you in completing your work

5. You will access the course/assessment material and submit assessments electronically using the Greenwich
Online Assessment and Learning System (GOALS).

Page 3 of 29
Assessment Schedule
Week
Week 1
Tasks to complete / DUE
Learner Sign
Trainer Sign
DATE
off
off / Date
Comments
Learning Activity
Only
Task 1:
Week 2
Week 3
Strategies and planning.

Project work DUE
Learning Activity
Only
Task 2:
Week 4
Week 5
Role-play DUE
Learning Activity
Only
Task 3:
Week 6
Strategies and planning.

Written report DUE
Comments/feedback to participant

Page 4 of 29
Task 1: Develop a Customer Service Plan

Performance objective
The student will demonstrate the ability to plan to meet customer requirements through the development of a
customer service plan.
Assessment description
You will develop a customer service plan for the simulated business Innovative Widgets. You will gather the
background information on the simulated business from your Student Workbook and any information about
Innovative Widgets that you may have created in the course of completing learning activities in the Student
Workbook.
Procedure
1.
Over the duration of the course, gather information on the Innovative Widgets simulated business from
course materials.
2.
Based on the information you gather, produce a customer service plan for Innovative Widgets. Develop
the customer service plan using the template provided in Appendix 1. Your customer service plan should
include:
a.
vision and mission statements that refer to Innovative Widgets provision of customer service
b.
a list of internal and external customer types and their needs

Page 5 of 29
c.
product standards that include:

i.
minimum safety requirements
iv. pricing
ii.
dimensions
v.
iii. tolerances
material
vi. delivery
d. policies and procedures for:

i.
gathering customer information and conducting market research to identify customer needs
using the RATER model
ii.
responding to customer complaints
iii. managing records and data.

3. Develop a short (no more than one page) reflection on your plan and how the design of your plan will work
to achieve quality customer service and legal compliance and how your plan is consistent with best
practice models and voluntary standards and codes of practice. In your reflection, you also need to
summarise public relations and product promotion approaches that are appropriate for Innovative Widgets.
4.
Submit the required documents for assessment as per the specifications below. Be sure to keep a copy
for your records.

Page 6 of 29
Specifications
You must provide:
A customer service plan.
a short (no more than one page) reflection on your development and design of a customer service plan.
Your assessor will be looking for:
reading skills to gather and interpret organisational (Innovative Widgets) information
writing skills to match your style of writing to the documents purpose and audience
work skills to apply Innovative Widgets organisational needs to document production
technology skills to prepare and present documents
knowledge of legislation and regulation relevant to customer service
knowledge of service standards and best practice models.

Page 7 of 29
Appendix 1: Customer Service plan Template

Innovative Widgets Customer Service Charter
Welcome to Innovative Widgets!

Our vision and mission:
Create a vision and mission statement that includes reference to customer services
Who are our customers?

Our internal customers are:
Our internal customers require:
List Innovative Widgets internal customers
List these customers needs
Our external customers are:

List Innovative Widgets external customers
Our external customers require:

List these customers needs
Well give you what you need and more!

We promise to deliver a widget thats right for your needs:
List relevant productquality specifications

Page 8 of 29
We promise to support you:

List relevant customer service guarantees, e.g. related to time, cost and after-sales support
Weve support our people to support you!

Innovative Widgets policies and procedures that support customer service include:
List relevant policies and procedures

Page 9 of 29
Innovative Widgets
Customer support policy and procedure collecting market research
Purpose
Briefly explain the purpose of this policy
Scope
Briefly explain which people or departments of Innovative Widgets this

policy applies to
Resources
Note whether there are procedures associated with this policy
Relevant
List any legislation relevant to the application of this policy
legislation etc.
Updated/
Write the year this policy was approved, and who approved it
authorised
Customer support process/es

Write any processes that support this policy. Write processes in steps where possible, e.g. step 1: greet
the customer; step 2: ask the customer what you can help them with, etc.
1.
2.
3.
4.

Page 10 of 29
Innovative Widgets
Customer complaints policy and procedure
Purpose
Scope

policy applies to
Resources
Relevant
legislation etc.
Updated/
authorised
Customer complaints resolution process/es

the customer; step 2 ask the customer what you can help them with, etc.
1.
2.
3.
4.

Page 11 of 29
Innovative Widgets
Recordkeeping policy and procedure
Purpose
Scope

policy applies to
Resources
Relevant
legislation etc.
Updated/
authorised
Recordkeeping process/es
the customer; step 2 ask the customer what you can help them with, etc.
1.
2.
3.
4.

Page 12 of 29
Task 2: Manage and Develop the Team

The student will demonstrate the ability to ensure delivery of quality service through handling customer
complaints, monitoring team performance, and intervening to develop team abilities to overcome difficulties in
providing quality customer service.
You will use scenario information (provided) to address customer service issues through:
monitoring customer service team performance to identify causes of customer service shortfalls
addressing a complex customer complaint
coaching an underperforming customer service employee in a role-play.
Procedure
Part A
1.
Review the information about Innovative Widgets that you gathered in Assessment Task 1.
2.
Read the scenario provided in Appendix 1 of this task.
3.
Review the customer service call data in Appendix 2 and analyse data to identify possible causes of
customer service shortfalls.
4.
Write a brief report (no more than 1 page) to the board of Innovative Widgets to:
a. summarise customer service team performance
b. identify possible causes of customer service shortfalls
c.
identify options to address the problem/s.

Page 13 of 29
5.
Follow the customer complaints policy and procedures provided in Appendix 3 of this task to draft an email
to Yore Mine Co. to clear up the misunderstanding and address their concerns. Ensure that your support
of the customer provided is consistent with principles of customer service set out in the Innovative Widgets
business plan and the customer service plan you develop in Assessment Task 1.
Part B
1. Prepare to participate in a role-play with Mary (your assessor) to address her performance issues. You
need to prepare to:
a. run structured coaching session
b. ask questions to understand and clarify Marys perspective
c.
describe the policy and procedures for handling customer complaints
d. outline techniques for dealing with different types of customers according to their needs(e.g. dealing
with small customers compared to dealing with significant customers such as Yore Mine Co.)
e. explain techniques for solving customer complaints
f.
document the coaching session and its outcomes in accordance with the recordkeeping policy and
procedures developed in Assessment Task 1.
2.
Arrange a time with the assessor to complete the coaching role-play and complete the role-play.
3.
Submit the required documents for assessment as per the specifications below. Be sure to keep a copy
for your records.
Specifications
You must:
submit a customer service report
submit an email to resolve a customer complaint
participate in a coaching role-play observed by the assessor
submit coaching documentation, e.g. coaching plan, notes, etc.

Page 14 of 29
Your assessor will be looking for you to demonstrate:

reading skills to interpret Innovative Widgets information
communication skills to:
articulate organisational systems and policies

use listening and questioning techniques to understand performance issues
numeracy skills to interpret customer service data
work skills to:
apply Innovative Widgets organisational protocols to complaint resolution and coaching

recognise and account for strengths and experience of others to achieve outcomes
provide support to team member
address complex difficulties using problem-solving techniques
technology skills to prepare and present documents
knowledge of organisational (Innovative Widgets) policy and procedures for handling customer complaints
knowledge of techniques for dealing with customers with specific needs
knowledge of techniques for solving complaints.

Page 15 of 29
Appendix 1 Innovative Widgets Scenario

You are a customer service manager. It is currently December, and over the last few months, you have been
receiving feedback from customers that customer service is just not what it used to be. The board of Innovative
Widgets has been made aware of the decrease in customer service quality and wants to know what youre going
to do to fix the problem.
Mary is a member of your customer service team at Innovative Widgets. Her role is to receive telephone
enquiries and complaints.
You have observed the following:
Mary has been rude to customers on several occasions. This behaviour contravenes company policy on
the knowledge of the importance of friendly service to customers of Innovative Widgets.
Mary has recently developed a habit of letting the phone ring and then placing customers on hold. This
behaviour contravenes company policy on the knowledge of the importance of prompt service to
customers of Innovative Widgets.
Yesterday Mary received a complaint from a customer:
I work as a buyer for the states largest supplier of mining equipment, Yore Mine Co. We provide a lot of
business to Innovative Widgets.
I ordered 1,000 x 7mm widgets for delivery last Friday .I was promised that the delivery would arrive
within three days. Its now a week later and they still havent arrived. My production manager just
telephoned me to say he might fail to deliver a major order unless the widgets arrive in the next four
days.
A few weeks ago a consignment of widgets arrived from Innovative Widgets, but they were 6mm
widgets rather than the 7mm I had ordered on that occasion.
I am considering going to another supplier for your widgets even though Innovative Widgets are the only
Australian supplier. I could get them cheaper from China, but the saving isnt great when you add in the
extra shipping costs.
Im going to begin legal action if the widgets dont arrive today. I might order the widgets from China
from now on.'

Page 16 of 29
Mary misunderstood and thought that the customer had ordered the products yesterday and argued with
him. She accused the customer of being unreasonable as Innovative Widgets is an industry leader in
guaranteeing three day delivery.
When the misunderstanding was eventually cleared up, Mary wasnt sure how to track orders or reorder
the products. She said there was nothing she could do as Innovative Widgets procedures didnt seem to
cover this issue.
As the customer service manager, you will need to write an email to Yore Mine Co. to clear up the
misunderstanding and address their concerns.
You will also need to demonstrate your knowledge of how to develop team members and coach Mary to improve
the quality of her customer service.
Use the Innovative Widgets Complaints policy and procedures document in Appendix 3 of this task to assist you.
The following is an excerpt from Innovative Widgets business plan.
Business plan excerpt

Vision statement
To keep every Australian business running smoothly using safe, quality widgets.
Mission statement
Innovate new ways of manufacturing and testing widgets
Deliver consistently high-quality customer service internally and externally
Keep Australian businesses buying Australian widgets through quality products and second-to-none
customer service
Have the best safety record of any widget company.

Page 17 of 29
Appendix 2: Customer Service Data

Call Frequency per month
Jan
Feb
March
April
May
June
July
Aug
Sep
Oct
Nov
Dec
Number of calls
1200
1150
1320
1300
1260
1320
1380
1350
1400
1480
1560
Variation in number of
2%
2%
+3.5%
1.5%
0.5%
+4%
+4.5%
+3.5%
+7%
+10%
+12%
Employee
Jan
Feb
March
April
May
June
July
Aug
Sep
Oct
Nov
Dec
Supervisor
John
John
John
John
John
John
John
John
John
(Annua
(Annua
John
l leave)
l leave)
Mia
Mia
Jonas
Jonas
Jonas
Taya
Taya
Taya
Mary
Mary
calls from previous year
Customer service staff
Customer service officer
Mia
Mia
Mia
Mia
Mia
Mia
Mia
Mia
Mia
Mia
Nitin
Nitin
Nitin
Nitin
Nitin
Nitin
Nitin
Nitin
Nitin
Nitin
(quit)
Jonas
Jonas
Jonas
Jonas
Jonas
Jonas
Jonas
Jonas
Jonas
(new)
Mary
(new)

Page 18 of 29
Appendix 3: Complaints policy and procedures

Innovative Widgets
Complaints Policy and Procedure
The purpose of this policy is to ensure the management of complaints is carried
Purpose
out consistently, fairly and transparently and in accordance with organisational

requirements.
The scope of this policy covers the management of customer complaints by
Scope
employees and contractors of Innovative Widgets.

Specific procedures for the implementation of this policy are available below
Resources
and on the company intranet.

Responsibility for the implementation of this policy rests with employees and
Responsibility
management of Innovative Widgets with responsibility for managing customer

complaints.
Relevant legislation etc.
Privacy Act 1988 (Cwlth)

Equal Opportunity Act 2010 (Vic)
Competition and Consumer Act 2010 (Cwlth).
Updated/authorised
10/2011 John Doe CFO
To manage complaints customer service representatives

1.
Greet the customer courteously and give them your name.
2.
Listen fully to what the customer is saying. Try to gather all the facts about the complaint and jot them
down. Ask questions and summarise what they are saying.
3.
Never argue with the customer.

Page 19 of 29
4.
Apologise for any product fault or poor service. Be sympathetic. Ask if the customer will allow us to send
the faulty item to our quality department for testing.
5.
When you have all the details about the complaint, ask the customer how they would like it to be resolved.
6.
No product replacements are within all staff members authority.
7.
All staff members can use their professional judgement and refund an additional 10% of the value of the
faulty product up to a maximum value of $25.
8.
Complaints involving damage to other property are covered by our insurance. Help the customer to
complete the Claims Form and ask if the customer can obtain quotes for repairs.
9.
All complaints involving injury must be referred to the Customer Service Manager. Agree a suitable time
for the Customer Service Manager to call the customer.
10. Any complaint that is not covered in the above procedures must be directed to the Customer Service
Manager. Agree a time for the Customer Service Manager to call the customer.
To manage complex complaints customer service manager

1.
Once you are alerted to a complex customer complaint, gather all the available details about the customer,
and the problem being addressed.
2.
Before contacting the customer, decide on what actions need to be taken to address the problem:
a.
At a system level, to prevent similar problems occurring in the future
b.
For the specific customer who has made the complaint
3.
Once you have identified actions to be taken, contact the customer as soon as possible.
4.
In your customer contact:

a.
summarise the facts and the problem as you understand it and make an apology for the mistakes Innovative
Widgets is responsible for.
b.
describe what Innovative Widgets is going to do at a systems level to prevent or minimise these types of
mistakes for all customers in the future.
c.
Describe what Innovative widgets is going to do to solve the customers specific problem immediately
d.
Describe when you will follow-up with the customer to see if their problem has been resolved
e.
Ask if there is anything else the customer needs to resolve the situation or repair the relationship.
Page 20 of 29
Task 3: Monitor and Improve Customer Service

The student will demonstrate the ability to monitor, adjust and review customer service.
You will develop strategies to monitor progress and obtain customer feedback. You will use performance
information and customer feedback provided by your assessor to review customer service strategies and
produce a report with recommendations for improvement.
Procedure
1. Read the following scenario:
The board at Innovative Widgets is pleased with the control you have taken to address some of the
customer service problems that had arisen. Mary is performing better at her job and feeling more
confident in her role. Yore Mine continues to purchase their widgets from Innovative Widgets.
At this stage, the board would like you to take some steps to improve organisation-wide delivery of
customer service. They would like some specific targets developed to measure the performance of the
customer service team. They would also like to monitor customer satisfaction levels and then
recommend any changes required to improve the delivery of customer service at Innovative Widgets.
2. Develop a set of KPIs for Innovative Widgets customer service representatives. KPIs should address the
areas of customer and business requirements identified below:
a. call/enquiry/complaint handling time
b. following organisational procedures
c.
identifying customer issues and opportunities to increase customer satisfaction or meet customer
needs
Page 21 of 29
d. assisting team members to improve customer service

e. assisting other internal customers of customer service team
f.
customer retention
g. sales
h. ability to handle complaints
i.
ability to record and store customer information
j.
customer satisfaction.
3. Develop a plan or procedure for monitoring team members performance against KPIs.
4. Develop a questionnaire to collect customer feedback related to KPIs and/or designed to uncover
identifiable gaps between services provided (including the quality of service) and customer expectations.
5. Arrange to meet with your manager (assessor) to receive performance data and feedback from customers.
6. Discuss issues and possible solutions with your manager (assessor).
7. Analyse performance data and customer feedback to identify systemic customer service issues and trends.
8. Prepare a 12 page report for the management at Innovative Widgets containing recommendations for
organisation-wide customer service improvement. The report should contain:
a. 34 recommendations. At least one recommendation should address how to improve public
relations at Innovative Widgets.
b. A rationale for each recommendation based on your knowledge of:
i.
problem identification and resolution
ii.
managing customer service and customer relationships
iii. managing quality customer service delivery

iv. procuring appropriate technology to address customer needs.
9. Submit all documents to your assessor as per the specifications below. Ensure you keep a copy of all
work submitted for your records.

Page 22 of 29
Specifications
You must provide:
a set of KPIs for customer service team members and a plan or procedure for monitoring team members
performance
a questionnaire to gather customer feedback
a report containing recommendations for improvement of customer service.
Your assessor will be looking for:
reading skills to interpret Innovative Widgets information
communication skills to use listening and questioning techniques to obtain information
work skills to:
collaborate with manager (assessor) to discuss customer service problems and options
address complex customer service problems and use problem-solving techniques to identify
solutions
technology skills to prepare and present documents.

Page 23 of 29
Performance Criteria
ELEMENT
PERFORMANCE CRITERIA
Elements describe the
Performance criteria describe the performance needed to demonstrate
essential outcomes.
achievement of the element.
1 Plan to meet internal and
1.1 Investigate, identify, assess, and include the needs of customers in
external customer
planning processes
requirements
1.2 Ensure plans achieve the quality, time and cost specifications agreed
with customers
2 Ensure delivery of quality
2.1 Deliver products and services to customer specifications within
products and services
organisations business plan

2.2 Monitor team performance to consistently meet the organisations
quality and delivery standards
2.3 Help colleagues overcome difficulties in meeting customer service
standards
3 Monitor, adjust and
3.1 Develop and use strategies to monitor progress in achieving product
review customer service
and/or service targets and standards

3.2 Develop and use strategies to obtain customer feedback to improve the
provision of products and services
3.3 Develop, procure and use resources effectively to provide quality
products and services to customers
3.4 Make decisions to overcome problems and to adapt customer services,
products and service delivery in consultation with appropriate individuals
and groups
3.5 Manage records, reports and recommendations within the
organisations systems and processes

Page 24 of 29
Foundation Skills
This section describes language, literacy, numeracy and employment skills incorporated in the
performance criteria that are required for competent performance.
Skill
Performance
Description
Criteria
Reading
1.1, 1.2, 2.1, 3.1,
Interprets and analyses textual information from a variety of
3.2, 3.3, 3.5
sources and applies the knowledge that has been gained to

evaluate standards for organisations products and services
Writing
1.2, 3.1, 3.2, 3.3,
Produces a range of text types to convey information,
3.5
requirements or recommendations matching style of writing to

purpose and audience
Oral
1.1, 1.2, 2.1, 2.3,
Clearly articulates systems and standards in a team environment
Communication
3.2
using language suitable to diverse audiences

Uses listening and questioning techniques to obtain feedback and
confirm understanding
Numeracy
1.2
Interprets and comprehends mathematical information in

organisations business and customer service plans.
Navigate the
2.1, 2.2, 3.1, 3.5
world of work
Interact with
Recognises and applies organisational protocols and meets

expectations associated with own work
1.1, 2.3, 3.4
others
Identifies and uses appropriate conventions and protocols when

communicating with colleagues and customers
Collaborates with others, taking into account their strengths and
experience, to achieve desired outcomes
Provides support in field of expertise to team
Get the work
1.1, 1.2, 2.1, 2.2,
Develops and implements plans using logical processes and
done
3.1-3.5
monitors and evaluates progress against stated goals

Accepts responsibility for addressing complex or non-routine

Page 25 of 29
difficulties, applying problem solving processes in determining a

solution.
Uses digital technology to access, organise and present
information in a format that meets requirements
Assessment methods and tasks

Methods of assessment
Role-play
Through consultation with industry, the following assessment

methods have been deemed appropriate for this unit.
Assessment task 2: Student coaches an underperforming
employee
Written report
Discussion/interview
Assessment task 2: Student writes a report for the board

Assessment task 3: Student meets with manager
(assessor) to discuss customer service performance and
improvement options.
Portfolio of work/
simulation
Assessment task 1: student develops a customer service

plan and reflection
Assessment task 2: Student writes an email to resolve a
customer compliant and submits coaching documentation
Assessment task 3: Student develops KPIs and a
questionnaire for gathering customer feedback

Page 26 of 29
1.1, 1.2,
planning
3.2, 3.5
evidence***
Knowledge
evidence**
simulated business Innovative Widgets.
Strategies and
Performance
service plan
PCs*
The student develops a customer service plan for the
Elements/
Develop a customer
method/s
Description
Assessment
Assessment Task
number
Assessment
Assessment mapping summary
1, 2
1, 2, 3,
3, 4, 5, 6
2, 5, 6
Project work
Manage and develop
The student reviews data to identify customer service
the team
issues and brief the board. The student also addresses a
Role-play
2.12.3,
3.3, 3.5
complex customer complaint.

The student then participates in a role-play to manage and
underperforming employee.
Monitor and improve
The student will develop strategies to monitor progress and
Strategies and
1.1, 2.2,
1, 2, 4,
customer service
obtain customer feedback. The student will produce a
planning
3.13.4
5, 6
report with recommendations for organisation-wide
Written report
customer service improvement.

* Elements and Performance Criteria are numbered using the Unit of Competency numbering system.
** Obtain number from previous table Performance Evidence
*** Obtain number from previous table Knowledge Evidence

Page 27 of 29
Record of Assessment Outcome

Student Name
Student ID
Date
Student Signature
Assessment
Assessment
Satisfactory
Number
Type
Yes
No
Date
TASK 1
TASK 2
TASK 3
Comments:
___________________________________________________________________________________________
___________________________________________________________________________________________
___________________________________________________________________________________________
__________________________________________________________________________________
I have been provided with feedback on the evidence I have provided. I have been informed of
the assessment result and the reasons for the decision.
Student Signature: _______________________________________________________
The student has been provided with feedback and informed of the assessment result and the
reasons for the decision
Assessor Name/Signature: _______________________________Date: ___________
Page 28 of 29
References / recommended resources

Manage Quality Customer Service BSBCUS501, 2015, 1st Edition, Version 1, Innovation and
Business Industry Skills Council Ltd Australia, East Melbourne, VIC, Australia

Page 29 of 29

Assessment - Manage Quality Customer Service - BSBCUS501 PDF

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ABN - 31 114 584 940 RTO Provider - 91153 CRICOS Code: 02672K

Level 2,396 Pitt Street, Sydney NSW 2000 Australia

Unique Student Identifier (USI)

Assessment Guidelines .............................................................................................................. 3

Manage quality customer service BSBCUS501

1. All assessment tasks must be completed and delivered individually.

4. You have access to computers to assist you in completing your work

Manage quality customer service BSBCUS501

Tasks to complete / DUE

Strategies and planning.

Strategies and planning.

Manage quality customer service BSBCUS501

Task 1: Develop a Customer Service Plan

a list of internal and external customer types and their needs

Manage quality customer service BSBCUS501

product standards that include:

minimum safety requirements

d. policies and procedures for:

responding to customer complaints

iii. managing records and data.

Manage quality customer service BSBCUS501

Manage quality customer service BSBCUS501

Appendix 1: Customer Service plan Template

Welcome to Innovative Widgets!

Who are our customers?

Our internal customers require:

List Innovative Widgets internal customers

List these customers needs

Our external customers are:

Our external customers require:

Well give you what you need and more!

Manage quality customer service BSBCUS501

We promise to support you:

Weve support our people to support you!

Manage quality customer service BSBCUS501

Briefly explain the purpose of this policy

Briefly explain which people or departments of Innovative Widgets this

Note whether there are procedures associated with this policy

List any legislation relevant to the application of this policy

Customer support process/es

Manage quality customer service BSBCUS501

Briefly explain the purpose of this policy

Briefly explain which people or departments of Innovative Widgets this

Note whether there are procedures associated with this policy

List any legislation relevant to the application of this policy

Customer complaints resolution process/es

Manage quality customer service BSBCUS501

Briefly explain the purpose of this policy

Briefly explain which people or departments of Innovative Widgets this

Note whether there are procedures associated with this policy

List any legislation relevant to the application of this policy

Manage quality customer service BSBCUS501

Task 2: Manage and Develop the Team

addressing a complex customer complaint

coaching an underperforming customer service employee in a role-play.

Read the scenario provided in Appendix 1 of this task.

identify options to address the problem/s.

Manage quality customer service BSBCUS501

describe the policy and procedures for handling customer complaints

submit a customer service report

submit an email to resolve a customer complaint

participate in a coaching role-play observed by the assessor

submit coaching documentation, e.g. coaching plan, notes, etc.