BSBCUS501 Manage quality customer service

ASSESSMENT ACTIVITY 1 - Customer requirements

BSB51918 Diploma of Leadership and Management

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 ASSESSMENT ACTIVITY 1 COVER SHEET

Please ensure this form is fully completed prior to submitting.

This page should be on the front of your assessment and needs to be easily accessible.

Student Number:

Student Name:

Subject:

Course:

STUDENT DECLARATION
I hereby certify that:
1. This assessment task is my own work based on my personal study/research and not the work of
another student and/or source.
2. I have acknowledged all material and sources used to prepare this assessment task.
3. I have not plagiarised or copied any part of this assessment task from the work of any other student
or source either.
4. This assessment task has not previously been submitted.
5. I am aware of the requirements set by my Trainer & Assessor.
6. I have retained a copy of this assessment task for my own records.
7. I have completed all my assessments, tasks & activities (on moodle®) successfully.

Student’s Signature: _______________________________ Date: _________________

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Student instructions

This assessment must be based on where you work (or have worked most recently).

This Assessment is designed to test the knowledge that you have acquired throughout the unit. Use the
following tips to help you answer the questions:

Read each question carefully. Check with your trainer or assessor if you are not sure what the question is
asking.

HINT: Use these questions as subheadings to create a business style report to answer your assessment

Your response to each question should aim to provide enough information to answer the question. In most
cases, this can be done with just a few paragraphs. Don’t forget to refer to attachments under the heading
(question) applicable, e.g. ‘See attached email’.

Important: Your assessment must contain this coversheet and your own coversheet (for your “report”)

Your answers & assessment submission must professional in style (Business), content and format.
Maximum font size 11 points: Font Arial or Times New Roman; single spacing; clear paragraphs with
appropriate punctuation, spellchecking and final submission will need to be proof-read. (i.e. few missing
words or typo’s)

In particular:
- Use clear, non-discriminatory language
- Avoid the use of jargon
- Write clearly using plain English
- Consider your target audience
- Ensure that your responses meet the needs of the target audience (in this case your trainer or assessor).
All of your work must be original.

Performance Evidence

Evidence of the ability to:

 develop and manage organisational systems for quality customer service
 develop and review plans, policies and procedures for delivering and monitoring quality customer
service
 implement policies and procedures to ensure quality customer service
 solve complex customer complaints and system problems that lead to poor customer service
 monitor and assist teams to meet customer service requirements
 develop, procure and use human and physical resources to support quality customer service
delivery.

Note: If a specific volume or frequency is not stated, then evidence must be provided at least once.

Knowledge Evidence
To complete the unit requirements safely and effectively, the individual must:

 outline the legislative and regulatory context of the organisation relevant to customer service
 describe organisational policy and procedures for customer service including handling customer
complaints
 identify service standards and best practice models
 summarise public relations and product promotion

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  outline techniques for dealing with customers including customers with specific needs
 explain techniques for solving complaints including the principles and techniques involved in the
management and organisation of:
 customer behaviour
 customer needs research
 customer relations
 ongoing product and/or service quality
 problem identification and resolution
 quality customer service delivery
 record keeping and management methods
 strategies for monitoring, managing and introducing ways to improve customer service
relationships
 strategies to obtain customer feedback.

Marking and Criteria guide:

Assessor and student must read this carefully before assessment.

A 75% demonstrated competence in the answers is the benchmark only and students & assessors must note
that professionally critical aspects/concepts must be included (interact with customers and solve their issues).

All parts (criteria) in the marking guide must be completed successfully for the student to achieve competence in
this unit.

EDUCATOR to complete

Observation/assessment Satisfactory/not Comments

Satisfactory

Pre-assessment work completed

ACTIVITY 1 – Customer requirements

Did the student create and present their

presentation?
Did the student meet the expectations of
your role in a current strategy?

Did the student explain in no more than

200 words each 6 occasions?
Did the student list 5 appropriate research
methods for investigating customer
needs?
Did the student participated in a role-play?

Practical Checklist

Assessor to complete:(circle)
Did you observe the student? Yes No

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Further comments required

Assessor Comments

________________________________________________________________
________________________________________________________________
________________________________________________________________
________________________________________________________________

Resubmission required? Yes_________ No___________

Date resubmission must be handed in: ________________________

Assessor’s name and signature: _______________________________

Date: _________________________

Activity 1 – Customer requirements

Objective: To provide you with an opportunity to show you have the required skills for this unit.

1. On two separate occasions, gather customer feedback in order to assess service needs and
expectations. Interpret and evaluate the information gathered. The information must contain some
qualitative and some quantitative data. Compare this data to current information about implemented
strategies. Create a presentation about whether you feel current strategies for customer services are
effective based on customer feedback. The presentation should contain explanations and visual
representations of numerical data. Deliver this presentation to a group of staff members.

2. Explain how you meet the expectations of your role in a current strategy that is implemented within
your organisation and how it adheres to organisational policies and procedures.

3. Explain in no more than 200 words each, an occasion where you have done the following:
 Identified and used appropriate conventions and protocols when communicating with colleagues
and customers
 Collaborated with others, taking into account their strengths and experience, to achieve desired
outcomes
 Provided support inyour field of expertise to theteam.

4. Explain in no more than 200 words each, an occasion where you have done the following:
 Developed and implemented plans using logical processes and monitors and evaluates progress
against stated goals
 Accepted responsibility for addressing complex or non-routine difficulties and appliedproblem-
solving processes in determining a solution
 Used digital technology to access, organise and present information in a format that met
requirements.

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5. List 5 appropriate research methods for investigating customer needs.

6. In pairs or in a small group, do a role play. One part will be the customer and the other will be the
company. They answer the question.
a. A customer paid $300 dollars for a pair of bedside cabinets. When she received them, they
were not the colour she expected them to be and one had a dent in the side. After phoning the
store she bought them from, she was told that if she wanted the colour that was on display in
the store it would be an extra $20 dollars and she would need to pay shipping and handling
fees to return the cabinets she had received back to the manufacturer. Furthermore, the
damage could not be rectified because ‘it must have been the courier's fault’. Do you think this
situation demonstrates quality of product and service? Justify your answer.

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 Observation Checklist

Student Name

Date:

Student #: Error! Reference source not found.

UOC Name: Manage Quality Customer Service

UOC Code: BSBCUS501

I have read the assessment conditions and know the observation criteria and I am ready to participate in
the practical assessment

Students Signature: _________________________________________________________________

Observation Satisfactory Not Yet Satisfactory

i. Plan the structure and flow of your presentation

(your presentation is a story!)

ii. Link ideas together to ensure the content flow

iii. Summarise your presentation at the end to remind

your audience of the journey

iv. The presentation is recorded for more than 5

minutes.

Comments

Satisfactory Not Satisfactory

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