Documente Academic
Documente Profesional
Documente Cultură
Assessment site
The Assessment Task is due on the date specified by your assessor. Any variations to this
arrangement must be approved in writing by your assessor.
Submit this document with any required evidence attached. See specifications below for
details.
Performance objective
The candidate 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.
Assessment description
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
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.
2015 Innovation and Business Industry Skills Council Ltd 1st edition version: 1
Page 1 of 9
Assessment Task 2 BSBCUS501 Manage quality customer service
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.
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
2015 Innovation and Business Industry Skills Council Ltd 1st edition version: 1
Page 2 of 9
Assessment Task 2 BSBCUS501 Manage quality customer service
writing skills to match your style of writing to the documents purpose and audience
2015 Innovation and Business Industry Skills Council Ltd 1st edition version: 1
Page 3 of 9
Assessment Task 2 BSBCUS501 Manage quality customer service
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 7 mm 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 6 mm widgets rather than the 7 mm 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.'
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.
2015 Innovation and Business Industry Skills Council Ltd 1st edition version: 1
Page 4 of 9
Assessment Task 2 BSBCUS501 Manage quality customer service
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.
Vision statement
To keep every Australian business running smoothly using safe, quality widgets.
Mission statement
Innovate new ways of manufacturing and testing widgets
Keep Australian businesses buying Australian widgets through quality products and
second-to-none customer service
Have the best safety record of any widget company.
2015 Innovation and Business Industry Skills Council Ltd 1st edition version: 1
Page 5 of 9
Assessment Task 2 BSBCUS501 Manage quality customer service
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%
calls from previous year
Supervisor John John John John John John John John John (Annua (Annua John
l leave) l leave)
Customer service officer Mia Mia Mia Mia Mia Mia Mia Mia Mia Mia Mia Mia
Customer service officer Nitin Nitin Nitin Nitin Nitin Nitin Nitin Nitin Nitin Nitin
(quit)
Customer service officer Jonas Jonas Jonas Jonas Jonas Jonas Jonas Jonas Jonas Jonas Jonas Jonas
2015 Innovation and Business Industry Skills Council Ltd 1st edition version: 1
Page 6 of 9
Assessment Task 2 BSBCUS501 Manage quality customer service
2015 Innovation and Business Industry Skills Council Ltd 1st edition version: 1
Page 7 of 9
Assessment Task 2 BSBCUS501 Manage quality customer service
Innovative Widgets
Complaints Policy and Procedure
Scope The scope of this policy covers the management of customer complaints
by employees and contractors of Innovative Widgets.
Resources Specific procedures for the implementation of this policy are available
below and on the company intranet.
2015 Innovation and Business Industry Skills Council Ltd 1st edition version: 1
Page 8 of 9
Assessment Task 2 BSBCUS501 Manage quality customer service
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.
2015 Innovation and Business Industry Skills Council Ltd 1st edition version: 1
Page 9 of 9