Manage quality customer service diploma

BSB51915 Diploma of Leadership and Management
BSBCUS501 – Manage quality customer

service
STUDENT ASSESSMENT BOOKLET
Version no: 2.1
Student Name: Student ID:

BSBCUS501
Student Assessment Booklet
This page is intentionally left blank.
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Version: 2.1 Responsibility: Course Coordinator Last Reviewed: June 2018

BSBCUS501
ASSESSMENT RECEIPT FORM
STUDENT NAME:
STUDENT ID:
COURSE NAME: BSB51915 Diploma of Leadership and Management
ASSESSOR NAME:
DUE DATE:
UNIT CODE AND TITLE: BSBCUS501 – Manage quality customer service
NOTE:
1. This form must be attached on top of the completed Student Assessment Booklet when
submitting.
2. The Assessment Receipt Form must be signed and dated.
DECLARATION:
1. I am aware that penalties exist for plagiarism and cheating.
2. I am aware of the requirements set by my assessor.
3. I have retained a copy of my assessment.
Student Signature: _________________________________ Date: _____________________
Assessment received by RGIT Staff
Name: Signature:
=================================TEAR HERE ==================================

Students must retain this as a Record of Submission
Assessment handed in on:
Unit code and title: BSBCUS501 – Manage quality customer service
Assessment received by RGIT staff

Student ID: …………………………………..
Name: ……………………………………………………
Student Signature: …………………………
Signature: ………………………...……...……...……..
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BSBCUS501
About this booklet
This assessment booklet has been designed for students undertaking face-to-face mode of study
to provide information before you undertake these assessments. It also contains assessment tools
to assess the skills and knowledge required from you to be deemed competent in this unit.
Please read all the information given to you when you receive this assessment booklet. If you do
not understand any part of this booklet, please inform your assessor.
The assessment booklet contains two (2) parts:
PART 1: Assessment information: This part contains information on the assessment for this unit of
competency and how an assessment will be conducted throughout this unit to achieve the
competency. It includes:
• Application of the unit of competency
• Purpose of assessment
• Elements, performance evidence and knowledge evidence requirements of the unit
• Conditions, context, required resources and location of the assessment 
• Assessment tasks  
• Outline of evidence to be collected 
• Administration, recording and reporting the requirements including special adjustments,
appeals, reasonable adjustments and assessors’ intervention.  
PART 2: Assessment tasks: This part contains the information to undertake the assessment task
successfully. In each assessment task, students will find the following information:  
• Task instructions  
• Role play/Practical Demonstration information
• Information on resources required, where applicable. 
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PART 1: Assessment information
Application of the unit of competency:
This unit describes the skills and knowledge required to develop strategies to manage
organisational systems that ensure products and services are delivered and maintained to
standards agreed by the organisation.
It applies to individuals who supervise the provision of quality customer service within an
organisation’s procedures framework by others. At this level, individuals must exercise
considerable discretion and judgement, using a range of problem solving and decision making
strategies.
No licensing, legislative or certification requirements apply to this unit at the time of publication.
Purpose of assessment:
The purpose of assessment is to determine competency in the unit BSBCUS501 – Manage quality
customer service.
Elements
1. Plan to meet internal and external customer requirements

2. Ensure delivery of quality products and services
3. Monitor, adjust and review customer service
Performance evidence:
Evidence of the ability to:
1. develop and manage organisational systems for quality customer service
2. develop and review plans, policies and procedures for delivering and monitoring quality
customer service
3. implement policies and procedures to ensure quality customer service
4. solve complex customer complaints and system problems that lead to poor customer
service
5. monitor and assist teams to meet customer service requirements
6. develop, procure and use human and physical resources to support quality customer
service delivery.
Knowledge evidence:
To complete the unit requirements safely and effectively, the individual must:
1. outline the legislative and regulatory context of the organisation relevant to customer
service
2. describe organisational policy and procedures for customer service including handling
customer complaints
3. identify service standards and best practice models
4. summarise public relations and product promotion
5. outline techniques for dealing with customers including customers with specific needs
6. explain techniques for solving complaints including the principles and techniques involved
in the management and organisation of:
• customer behaviour
• customer needs research
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• 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.
Context and conditions for assessment:

To comply with the assessment conditions of this unit:
1. Skills for this unit of competency will be demonstrated in a simulated business
environment.
2. You will have access to suitable facilities, equipment and resources, including template
documentation to undertake the assessment tasks for this unit of competency.
3. During the project work, you will undertake simulated case study assessment activities
that involve complex interactions with real time situations where you have to give your
suggestions.
Resources required:
The assessor will ensure that assessment is conducted in a safe environment and you have access
to the following resources for the unit:
• Computer with internet connection to refer to various resources
• Student assessment booklet
• RGIT Learners’ resources (Aspire eBook) for the unit BSBCUS501 – Manage quality
customer service
• BizOps Enterprises plans, policies, and procedures:
o Customer complaints procedures
o Customer complaint feedback form
o Customer complaint register
o Customer service policy
o Customer service plan template
o Service measures template
o Report template
Clustering/holistic assessment:
There is no provision for clustering of assessments in this unit.
Competency requirements:
To be judged competent in this unit, you will be required to demonstrate all indicators which are
shown in the Marking Guide (assessor’s document).
You must satisfactorily complete all assessment tasks to be Competent (C) in the unit. Students
with unsatisfactory completion of any of the assignment tasks will be deemed Not Yet
Competent (NYC).
Assessors will ensure that the evidence collected meets the requirements of the Rules of
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Evidence (authentic, current, sufficient and valid) prior to entering results into the competency
record sheet.
Students unsuccessful at achieving “Satisfactory” for any assessment at the first attempt will be
given two opportunities for reassessment. If the student is still deemed Not Yet Competent (NYC)
after two reassessments in a unit of competency student will be required to repeat the unit as
per the scheduled delivery of the course. For further details, refer to RGIT Re-Assessment Policy
and RGIT Course Progress Policy.
Assessment tasks Assessment description Due date Location of

assessment
Assessment Part A: This assessment includes a series of
Written Knowledge questions you are required to
RGIT training campus
Questions answer; you need to answer all
questions correctly.
Assessment Part B: This assessment includes a series of

RGIT training campus
Project tasks and activities you are
and/or outside the
required to complete relating to
campus
the case study organisation.
Assessment Part C: This assessment includes a roleplay

Roleplay scenario that you are to participate RGIT training campus
Observation in.
Assessment tasks:
To achieve competency in this unit, you must satisfactorily complete all the following assessment
tasks within the date and time specified in the session plan. This will demonstrate that you have
all the required skills and knowledge for this unit.
Outline of evidence to be collected:
You must submit the following evidence to be marked competent for this unit. Your assessor will
ensure that the evidence submitted meets the Rules of Evidence which are valid, sufficient,
current and authentic.
Assessment Part A: • Answer all questions correctly in the Written Knowledge Questions and
Written Knowledge submit to your assessor electronically or paper-based.
Questions • Complete and sign the cover sheet for assessment task.
Assessment Part B: • Produce all required evidence electronically or paper-based.

Project • Complete and sign the cover sheet for assessment task.
Assessment Part C:
• Perform the roleplay while being observed by your Assessor.
Roleplay • Complete and sign the cover sheet for assessment task.
Observation
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NOTE • The completion of this unit must be accompanied with proper
references on the source of information gathered from, preferably in
(Proper
APA style1. For further clarification of referencing style, please consult
referencing)
with your trainer.
Administration, recording and reporting requirements:

You must read and follow this information carefully while completing assessments for this unit of
competency and if you are unsure of any instruction, please contact your assessor to clarify.
The assessments are intended to be equitable, fair and flexible.
Submission of assessment:
You must ensure that the completed assessment tasks are submitted along with the assessment
cover sheet:
• Your assessor will mark the submitted assessment, provide feedback to you and complete the
comments section against each task, where applicable.
• ALL tasks must be completed in legible English. It is preferred that the tasks submitted for
assessments are typed and that they are legible and clear, if handwritten.
• You must submit all assessments on or before the due date specified by the assessor.
• Extensions for individual assessment tasks may be negotiated in specific circumstances with
your assessor/trainer. However, you need to provide genuine evidence documents when
seeking an extension to due date (e.g. extensions due to illness will require a medical
certificate). To arrange an extension, you must speak to your assessor prior to the due date.
Extensions must be confirmed by the trainer in writing.
• You are permitted to use dictionaries and to seek support (as required) unless it puts in
jeopardy the integrity of the assessment, your assessor will let you know if this is the case.
• Unless the assessment task specifically allows pair work or group activities such as
brainstorming, you must submit your own original work and must not copy the work of other
students. Plagiarism is unacceptable.
• You can submit your assessment tasks through the learning management system or hand in
hard copies in the classroom.
Recording an assessment result:

Once the assessments have been completed, the assessor will record the assessment results on
the student assessment record sheets and LMS/student management system and all results will
be approved by the course coordinator.
Assessors will check that you have completed the student declaration prior to filling out the
assessment sheet.
Retaining assessment records:

RGIT will securely retain all completed student assessment items for each student for a period of
six months from the date on which the judgement of competence for the student was made.
RGIT will also retain sufficient data to be able to reissue AQF certification documentation for a
1APA Style consists of rules or guidelines that a student needs to follow to ensure clear and consistent presentation of written
material.
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BSBCUS501
period of 30 years.
All assessment records submitted to the assessor for marking will be stored and retained properly.
And a hard copy submitted to student administration for filing along with the evidence.
The assessor will ensure that the student records are securely retained in accordance with the
RGIT record control policy accessible by the Student Administration Officer.
Assessment outcomes:
For unit of competency:
There are two outcomes for assessments: C = Competent and NYC = Not Yet Competent
(requires more training and experience).
You will be awarded C = Competent on completion of the unit when the assessor is satisfied that
you have completed all assessments and have provided the appropriate evidence required to
meet all criteria in line with the Rules of Evidence. If you fail to meet this requirement, you will
receive the result NYC = Not Yet Competent and will be eligible to be re-assessed in
accordance with the RGIT Re-Assessment Policy and RGIT Course Progress Policy.
For assessment task:

There are two assessment outcomes for tasks. S = Satisfactory and NS = Not Satisfactory.
On the individual assessment cover sheet for assessment tasks you will be marked Satisfactory, if
you have completed the task successfully, submitted all evidence and satisfied the assessment
criteria and Not Satisfactory, if you have not completed the task, the evidence is not sufficient or
does not meet the requirements of the assessment criteria.
Re-assessment:
If you are unsuccessful at achieving competency at the first attempt, you will be given two
further opportunities for re-assessment at a mutually agreed time and date. For further details,
refer to the RGIT Re-Assessment Policy and RGIT Course Progress Policy. As this is a competency
based program, the assessment continues throughout the program until you either achieve
Competency in the assessment tasks or a further training need is identified and addressed.
Student access to records:

You have the right to access current and accurate records of your participation and results at
any time. You can see your results or attendance progress by logging in to the Learning
Management System at any time or you can request a copy of your records by contacting the
student administration and the assessor.
Support:
You may seek clarification about the assessment information and the instructions and tasks at
any time from the assessor.
Reasonable adjustments and special learning needs:

RGIT Australia works to ensure that students with recognised disadvantages can access and
participate in education and training on the same basis as other students. Disadvantages may
be based, for example, upon age, cultural background, physical disability, limited or non-current
industry experience, language, numeracy or digital literacy issues.
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Where pre-training interviews and assessments reveal that a student may require special support
or where, after enrolment, it is made apparent that the student requires special support,
reasonable adjustments will be made to the learning environment, training delivery, learning
resources and/or assessment tasks to accommodate the particular needs of the student. An
adjustment is reasonable if it can accommodate the student’s particular needs, while also
taking into account factors such as the student’s views, the potential effect of the adjustment
on the student and others and the costs and benefits of making the adjustment.
Any adjustments made must:
• be discussed, agreed and documented in the assessment record
• benefit the student
• maintain the integrity of the competency standards and course requirements as stipulated
in the training package
• be reasonable to expect in a workplace.
Reasonable adjustment may consist of:

• providing additional time for students to complete learning and assessment tasks
• presenting questions orally for students with literacy issues
• asking questions in a relevant practical context
• using large print material
• extending the course duration
• presenting work instructions in diagrammatic or pictorial form instead of words and
sentences.
Complaints and appeals:

If you are dissatisfied with an assessment outcome, you may appeal the assessment decision. In
the first instance, you are encouraged to appeal informally by contacting the assessor and
discussing the matter with them. If you are dissatisfied with the outcome of such discussion, you
may appeal further to either the Course Coordinator and/or Head of Department. If you are still
dissatisfied, you may appeal formally and in writing to have the result reviewed. For more
information, refer to the Assessment Policy and the Complaints and Appeals Policy and
Procedures.
Assessor intervention:
Assessors will check if you are ready for the assessment, and defer the assessment if you are not.
Feedback will be given to you at the completion of the assessment. During role play, the
assessor may act as a client or employer, where required, but the assessor will not interfere with
the assessment. If the assessment activities might impact on your safety or that of others, the
assessor will stop the assessment immediately.
Plagiarism, cheating and assessment dishonesty:

RGIT considers plagiarism and cheating as a serious misdemeanor. Evidence of plagiarism and
cheating is treated on a case by case basis and the consequences for students engaging in
such practices may include failure of the assessment or unit or exclusion from the course. For
more information, refer to RGIT’s Assessment Policy.
Note: To avoid plagiarism, you must quote the source where information was gathered from,
using, preferably, an APA style. For further clarification of referencing style, please consult with
your trainer.
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Assessor feedback:
Assessors will provide feedback on the assessment that you have submitted. This can identify
your strengths and weaknesses or be an overall comment on your submission. A copy of the
feedback along with your submission will be given to you and you must keep a copy of it
throughout the completion of the course.
Student Declaration:
I .............................................................................. (Student Name) have read and understand the

information provided above and also understand and accept that any act of plagiarism and
academic dishonesty may have penalties including cancellation or suspension of my enrolment
with RGIT. I further declare that:
• All assessment work submitted for this unit competency is my own original work and plagiarism
and collusion has not occurred.
• Assessment work has not been copied or submitted for any other unit/course.
• I have taken proper care and effort to ensure my work has not been copied by another
person.
• I have retained a copy of this assessment for my own records in the event I have to reproduce
my work.
• I am aware that any assessment deemed unsatisfactory will require me to undergo
reassessment which may be different to the one originally submitted.
Student signature: ............................................................... Date: ....../....../.......
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Assessment Task Cover Sheet
Student details
Assessment details
Unit of Competency: BSBCUS501 – Manage quality customer service
Assessment Task: Part A – Written Knowledge Questions
Date of Submission:
Assessment Outcome: Satisfactory Not Satisfactory
Assessor Signature:
Assessor Name:
Feedback:
Student Plagiarism Declaration: By submitting this assessment to the college, I declare that this
assessment task is original and has not been copied or taken from another source except where
this work has been correctly acknowledged. I have made a photocopy or electronic copy or
photograph of my assessment task, which I can produce if the original is lost.
Assessor: I declare that I have conducted a fair, valid, reliable Student: I have received,
and flexible assessment of this student, and I have provided discussed and accepted my
appropriate feedback. I also declare that I have undertaken result as above for this
the indicated assessment integrity checks assessment and I am aware
Plagiarism check Yes No NA of my appeal rights.
Check for copying/collusion Yes No

Check for authenticity (own work) Yes No
Cheating or use of model answers Yes No
Signature: ......................................................... Signature:.....................................
Date:................................................................. Date:.............................................
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Assessment Task Part A: Written Knowledge Questions
Required documents and equipment to be accessed by students:

• Computer with internet connection to refer to various resources and course books
• Student assessment booklet and pen (organised by the student)
• RGIT Learners’ resources (Aspire ebook) for the unit BSBCUS501 – Manage quality customer
service (organised by the trainer/assessor)
• Learner’s notes
Planned date for assessment:

This assessment will be conducted after session 5.
Instructions for students:

1. This assessment will be conducted in the classroom.
2. This is an open-book assessment.
3. Read each question very carefully to make sure you understand what you are being asked.
4. Answer the questions in your own words.
5. If you need to refer to a published source, you must quote the publisher’s details using
appropriate referencing style.
6. If required, additional answer sheets can be used.
7. If you choose to answer on a separate sheet, you must create a header with your name,
student ID, the code and the name of the unit and footer with date of submission and page
number and sign the document.
8. You must answer all written knowledge questions satisfactorily as part of this assessment to
be deemed Satisfactory for this assessment.
Planning the assessment:

• Access all resources mentioned in required resources, either printed copies or access via the
internet.
• You must answer all questions in the written knowledge question assessment.
• Complete and submit the assessment on the same day of the assessment.
• Your assessor will set a time to provide feedback.
Assessment Duration:
• Time required for assessment: 3 hours 20 minutes
• Each question is expected to be completed in 10 minutes.
Assessment Submission (Evidence to be submitted by students):

At the end of the assessment, you will be required to submit the following evidence on the same
day of the assessment.
• Completed assessment task with all questions answered.
• Completed and signed cover sheet for the assessment.
• Your assessor will record the assessment outcome on the assessment cover sheet.
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Written Knowledge questions:
Question 1: What is meant by the term ‘quality’ when referring to customer
service?
Answer:
Marking: ❑ Satisfactory ❑ Unsatisfactory
Question 2: List six common service standards for the provision of quality
customer service in a retail environment.
Answer:
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Question 3: Outline two best practice approaches to customer service in a retail

environment.
Answer:
Question 4: Explain how equal employment opportunity legislation may affect

the provision of customer service.
Answer:
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Question 5: Explain how anti-discrimination legislation may affect the delivery of

customer service.
Answer:
Question 6: What is the objective of the Competition and Consumer Act 2010?
Answer:
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Question 7: List three of the National Privacy Principles that may impact the
delivery of customer service and for each one, explain how they
may impact customer interactions.
Answer:
Question 8: Outline how industrial relations legislation may impact an

organisation’s ability to deliver quality customer service.
Answer:
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Question 9: Explain how workplace health and safety legislation affects customer
service.
Answer:
Question 10: Outline how environmental issues may affect the delivery of
customer service.
Answer:
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Question 11: How can an industry-relevant code of practice impact customer

service procedures?
Answer:
Question 12: Explain two principles of customer behaviour.
Answer:
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Question 13: Outline two techniques for researching customer needs.
Answer:
Question 14: What role does public relations play in regards to the provision of
customer service?
Answer:
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Question 15: How can product promotion be used as part of quality customer
service delivery?
Answer:
Question 16: Conduct an internet search and outline the Telstra policy or
procedure for handling customer complaints.
Answer:
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Question 17: Explain how you might provide exceptional customer service to the
following people who wish to purchase a product from your retail
store:
a) A person in wheelchair
b) A person with a hearing impairment
c) A person with a vision impairment
Answer:
Question 18: Explain two methods of obtaining customer feedback and provide
an example of when you might use each one.
Answer:
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Question 19: How does keeping records of complaints assist with improving the
quality of customer service?
Answer:
Question 20: You notice one of your colleagues doesn’t follow the customer
service standards of the store you both work in. What steps can you
take to help them, and ultimately their customers?
Answer:
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Assessor to complete
Task outcome (S or NS)

Assessor
Feedback
Assessor signature Date
Student signature Date
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Student details
Assessment details
Assessment Task: Part B – Project
Date of Submission:
Assessor Signature:
Assessor Name:
Feedback:
Student Plagiarism Declaration: By submitting this assessment to the college, I declare that this
assessment task is original and has not been copied or taken from another source except where
this work has been correctly acknowledged. I have made a photocopy or electronic copy or
photograph of my assessment task, which I can produce if the original is lost.
appropriate feedback. I also declare that I have undertaken result as above for this
the indicated assessment integrity checks assessment and I am aware
Plagiarism check Yes No NA of my appeal rights.
Check for copying/collusion Yes No

Check for authenticity (own work) Yes No
Cheating or use of model answers Yes No
Signature: ......................................................... Signature:.....................................
Date:................................................................. Date:.............................................
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Assessment Task Part B: Project
Required documents and equipment:

• Computer with internet connection to refer to various resources
• Student assessment booklet and a pen (organised by the student)
• RGIT Learners’ resources (Aspire ebook) for the unit BSBCUS501 – Manage quality customer
service (organised by the trainer)
• BizOps Enterprises policies, procedures and templates (these documents can be accessed
by the following web links):
• Customer complaints procedures
http://chilp.it/56ea8c7
• Customer complaint feedback form
http://chilp.it/3e4d3b7
• Customer complaint register
http://chilp.it/c53ff7f
• Customer service policy
http://chilp.it/fdd6249
• Customer service plan template
http://chilp.it/0d003aa
• Service measures template
http://chilp.it/6332275
• Report template
http://chilp.it/22411a7
1. This assessment will be conducted in the RGIT classroom and/or outside the campus with
access to the resources listed above.
2. You must satisfactorily perform all tasks to be deemed Satisfactory for this assessment.
3. Before you begin you must carefully read the task overview and context of your assessment.
4. You have to complete all five (5) tasks.
5. The final documents you submit for evaluation will be assessed using the project criteria
provided.
6. You must satisfactorily perform all tasks to be deemed Satisfactory for this assessment.
Planning the assessment
• Access all resources mentioned in required resources either printed copies or access via the
internet.
• You must:
• Produce all evidence as required in the Project assessment.
• Complete and submit in due timelines.
• Submit with a completed assessment cover sheet.
Date of assessment
• Recommended date for assessment: After session 5
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Duration of Assessment
• Time required for assessment: 2 weeks
Assessor’s Feedback
Evidence specifications: (Submission Checklist)

At the end of the assessment, you will be required to submit the following evidence before the due
date specified by the assessor:
1. Review of the customer service policy
2. Two customer complaints feedback forms
3. Customer Complaints register
4. A report summarising the two complaints and their noncompliance with the customer
service policy
5. A customer service plan
6. A report outlining two customer service system problems and recommendations for
addressing these
7. A performance measurement plan Completed and signed cover sheet for assessment.
Evidence submission:
• Documentation can be submitted electronically or paper-based.
Project overview and context
You receive the following email from Nancy Tooket, Managing Director: Retail Operations.
Subject: Customer complaints
Congratulations on your recent promotion to the position of Service Team Leader of BizOps
Enterprises.
As you know, the overall performance of the business has been good but demand for the product
range has dropped markedly and outlet managers no longer want to stock these products.
BizOps products have been very popular with customers over the years because they can be
customised. The drop in demand is unexpected and is having a large impact on BizOps’ sales
income.
I have heard that customers are complaining about the time it takes to fill special orders. It seems
that the service team do not know their product range very well, and this frustrates customers.
There is a high employee turnover in the customer service team, which is known to be a highly
stressed and understaffed group. They work in facilities that are small, cluttered and disorganised.
The recruitment officer has commented that there is no position description for sales personnel, so
they are unsure if the right applicants are being employed.
I need you to look into this. Start by reading the ‘Online sales report’ provided. Along with this, I
have also provided a ‘Customer service report’.
Sincerely,
Nancy Tooket
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Managing Director: Retail Operations
Online sales report

For online sales, the efficient packaging and dispatch of goods is very important. When online sales
are taken, customers are guaranteed ‘same day dispatch’ if the products are in stock and the order
is taken by 3 pm. The warehouse ‘pick and pack’ operations close at 4 pm so that final orders can
leave by 4.30 pm. It is estimated that a standard order takes approximately 30 minutes to process,
while a special order may take up to one hour.
It has become obvious that something is not right with the online sales dispatch approach, as there
is an average of two complaints per week received from customers that their order was not
dispatched same day as promised. The management team have estimated that the business is losing
at least an order a month where the customer cancels an order if it has not been dispatched on
time. The problem is starting to have a large impact on online sales.
For more information on the impact this is having on the business, read the ‘Customer service report’.
Customer service report

The customer service team have reported that customers are complaining about the dispatch time
for special orders. Other department managers have commented that the new warehouse
personnel do not know the product range very well.
There seems to be a lot of new employees in the warehouse. We need to determine whether the
warehouse personnel do the same induction training that the sales and service team undertake.
In the past year at least two major clients have decided to discontinue business with BizOps
Enterprises. Both clients needed modified products delivered over an 18-month period, but after
initial purchases, they did not return. Both clients stated that BizOps Enterprises was disorganised, the
supply of stock was unreliable, products were frequently of poor quality and it was ‘impossible to
speak with the same sales person’, resulting in a lack of ongoing familiarity with their needs.
Two customer complaints have been received:
• Mrs Jones has contacted the online shop service line saying she has not been emailed her loyalty
bonus for the last three months. The service team have checked the customer records and it
appears her loyalty bonus and customer details have been sent to the wrong email address. This
has resulted in multiple purchases by Mrs Jones being charged without a discount.
• Mr Henderson has scheduled a meeting time to visit you. He is the owner of one of the main retail
shops BizOps supplies its products to. Mr Henderson is frustrated and feels that he is losing
customers from his retail store as products ordered are never delivered on time. Mr Henderson
wants BizOps to consider paying compensation for lost business.
Now that you have an overview, read the ‘Instructions to the candidate’ section that follows. This
documents everything the company needs you to do.
Instructions
You will need to access the following BizOps Enterprises plans, policies, and procedures:
• Customer complaints procedures
• Customer complaint feedback form
• Customer complaint register
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• Customer service policy
• Customer service plan template
• Service measures template
• Report template
See the ‘Required documents and equipment’ section for how to access these documents.
This Project has been split into five separate tasks. Please complete each task in the order they
appear.
Task One
Working with another student, analyse the current BizOps customer service policy to determine
whether it is effective considering the customer service issues being experienced.
Using the BizOps report template, write a report about the level of effectiveness of the policy by
determining the components of the policy that are:
a) still effective but not being adopted by staff
b) not effective and needs to be revised to better suit BizOps Enterprises customers’ requirements
c) not relevant to BizOps Enterprises customer service requirements
At the end of your report, include recommendations of what should be included to make the
policy effective. Ensure you each submit your own report.
Task Two
a) Review the two customer complaints above follow the BizOps customer complaints procedure
to resolve each complaint, completing records as required.
b) Prepare a brief report (using the BizOps report template) for the BizOps executive team meeting,
summarising the nature of the customer complaints and their noncompliance against the BizOps
customer service policy.
Task Three
Develop a detailed customer service plan using the BizOps Customer Service Plan template to
improve product sales and ongoing customer service. Your plan should reflect the BizOps Customer
Service Policy and your recommendations from Task One and refer to current forms and
procedures.
Your plan should link with the BizOps Business Plan and BizOps Operational Plan.
Your plan needs to:
a) have at least three objectives in SMART format
b) include quality standards (including delivery times and costs)
c) include required resources (physical and human) and how you will procure them
d) outline how you would seek and process customer feedback
e) outline complaints handling and record keeping procedures
f) include monitoring processes
g) include staff induction and training
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BSBCUS501
h) include an implementation plan
i) include how and when you will review the plan to ensure effectiveness.
Task Four
Prepare a report for the executive team on two customer service system problems that need to be
addressed in the BizOps operations, and include recommendations for solutions to be
implemented. It is expected that you will use the technological tools that are commonly found in
business workplaces to carry out this process (e.g. computers with appropriate word processing
software, sales databases, etc.). The report is to be developed using the BizOps Enterprises report
template and must address the following:
a) An outline of two customer service system problems
b) The process you would follow to investigate and address each problem
c) Possible ideas or improvements that could solve the problems, and the personnel you would
consult regarding possible solutions
d) Records you would retain as each system problem is resolved
Task Five
Use the BizOps Enterprises service measures template to prepare a performance measurement plan
for the warehouse dispatch staff that will allow customer service standards to be achieved.
The final documents you submit for assessment will be assessed using the project criteria provided.
All project criteria outlined must be covered satisfactorily for Part B to be completed satisfactorily.
You must complete the project unassisted by the assessor or other personnel, but may refer to
reference material as needed.
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BSBCUS501
Project checklist – Assessor to complete
Marking criteria Please tick
The student’s project meets the following requirements: S or NS
Appropriate customer service plans, policies or procedures were developed

S NS
Relevant workplace documentation or resources were accessed when developing

S NS
strategies
Customer service plans, policies or procedures were reviewed to ensure effectiveness
S NS
At least two complex customer complaints were solved effectively

S NS
At least two system problems leading to poor customer service were solved
S NS
effectively
Customer service records, reports or recommendations were provided
S NS
Task outcome
S NS
Assessor’s
feedback
Assessor’s Date
signature
Student’s Date
signature
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BSBCUS501
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BSBCUS501
Student details
Assessment details
Assessment Task: Part C – Roleplay Observation
Date of Submission:
Assessor Signature:
Assessor Name:
Feedback:
appropriate feedback. result as above for this
assessment and I am aware
of my appeal rights.
Signature: ......................................................... Signature:......................................

............
Date:................................................................. Date:..............................................
............
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BSBCUS501
Assessment Task Part C: Roleplay Observation
Required documents and equipment required for this assessment:

• RGIT Learners’ resources (Aspire eBook) for the unit BSBCUS501 – Manage quality customer
service (organised by the trainer)
• Computer with internet connection and projector
• Learner’s Customer Service Plan (Assessment Part B) (learner to bring)

1. This assessment will be conducted in the RGIT classroom in a simulated work environment
with access to the resources listed above.
2. Your assessor will form you into a group with two other students.
3. You will each take turns playing the role of Team Leader presenting part of your customer
service plan to the other two students (playing the role of employees).
4. You may choose from the following parts of your plan:
• Quality standards (including delivery times and costs)
• Seeking and processing customer feedback
• Complaints handling and record keeping procedures
• Monitoring processes
• Staff induction and training
5. Your role play should commence with an overview of your (BizOps) Customer Service Plan
and you must ensure the employees understand the importance of quality customer service
to the business.
6. Your assessor will complete the Observation Checklist below to record your communication
and interaction skills during each roleplay.
7. It is expected that each role play will take approximately 20 minutes.
8. Please ensure you review the Observation Checklist before you commence your
presentation so that you are fully prepared and know exactly what is expected of you.
9. Please submit the completed Observation checklist and roleplay script and/or explanatory
notes as evidence of this task.
10. At the completion of the roleplays, both the student and the assessor are required to sign
and date the Observation Checklist, verifying that they acknowledge the outcome for this
assessment task and have been provided with feedback from the assessor.
Planning the assessment
• Access all resources mentioned in required resources either printed copies or access via the
internet.
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BSBCUS501
Date of Assessment
• Recommended date for assessment: After session 5
Assessment Duration
• Time required for assessment: 20 minutes
Evidence specifications (Submission Checklist):

At the end of the roleplay demonstration, you will be required to submit the following evidence
before the due date specified by the assessor:
• Completed and signed cover sheet for assessment
• Completed and signed Observation Checklist
• Peer Review Form
• script and/or explanatory notes
Evidence submission:
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BSBCUS501
Observation Checklist – Assessor to complete
Name of Student:
Date of Observation:
Part of plan presented:

Yes No
During the role-play as Team Leader, did student satisfactorily:
Clearly explain the importance of quality customer service?
Clearly explain their part of plan?
Justify the reasons for the decisions they made?
Ask for (and take on board) the employees’ feedback?
Answer any questions clearly and confidently?

Use positive and appropriate body language?
Use appropriate language and tone?
Use active listening skills to ensure the employees understood the plan?
Yes No
During the role-play as an Employee, did student satisfactorily:
Ask questions clearly and confidently to ensure they understood correctly?
Use positive and appropriate body language?
Use appropriate language and tone when speaking?
Use active listening skills?

Give positive and constructive feedback to the Team Leader?
Feedback to the student:
Observation Outcome: □ Satisfactory □ Not Satisfactory
Assessor’s Signature:
Date:
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BSBCUS501
Final Assessment Record
Student name: Student ID:
Date of
Assessor name:
completion:
Unit of competency: BSBCUS501 – Manage quality customer service

Student results
Assessments Not Not
Satisfactory Satisfactory Completed
Assessment Part A: Written Knowledge Questions
Assessment Part B: Project
Assessment Part C: Roleplay Observation
Comments/ Feedback:
Unit outcome: Competent Not Yet Competent
Is re-assessment required? Yes No
Assessor Signoff
By signing this final assessment record:
• I confirm that the student has attempted all requirements of this unit of competency
• I am satisfied the work submitted is their own work.
• I have informed the participant of the assessment decision.
Assessor signature: Date:
Student Signoff
By signing this final assessment record:
• I have received, discussed and accept the outcome from my assessment as above for this unit of
competency and I am aware of my right to appeal.
Student signature: Date:
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BSBCUS501
Annex I
BizOps Enterprises Peer Review Form
[Insert your name here]
Use this peer review form to provide feedback to your colleague’s role-play performance. Please
rate their performance in terms of the items listed below with applicable comments where
necessary and return the form to your colleague upon the completion of the presentation.
Fair Good Excellent

1. The performance was organised according to the BizOps
Enterprises plans, policies and procedures.
2. The information was shared and discussed in a logical

manner with insights into the correct process of managing
quality customer services.
3. The language used was clear and concise.
4. The performer had good eye contact with the audience

and used positive body language.
5. The performer listened to questions and answered

appropriately.
Comment (if any)
Page: 40 of 40

Manage quality customer service diploma

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BSB51915 Diploma of Leadership and Management

BSBCUS501 – Manage quality customer

Student Name: Student ID:

This page is intentionally left blank.

Version: 2.1 Responsibility: Course Coordinator Last Reviewed: June 2018

COURSE NAME: BSB51915 Diploma of Leadership and Management

UNIT CODE AND TITLE: BSBCUS501 – Manage quality customer service

Student Signature: _________________________________ Date: _____________________

Assessment received by RGIT Staff

=================================TEAR HERE ==================================

Assessment received by RGIT staff

Version: 2.1 Responsibility: Course Coordinator Last Reviewed: June 2018

The assessment booklet contains two (2) parts:

Version: 2.1 Responsibility: Course Coordinator Last Reviewed: June 2018

1. Plan to meet internal and external customer requirements

Version: 2.1 Responsibility: Course Coordinator Last Reviewed: June 2018

Context and conditions for assessment:

Version: 2.1 Responsibility: Course Coordinator Last Reviewed: June 2018

Assessment tasks Assessment description Due date Location of

Assessment Part B: This assessment includes a series of

Assessment Part C: This assessment includes a roleplay

Outline of evidence to be collected:

Assessment Part B: • Produce all required evidence electronically or paper-based.

Version: 2.1 Responsibility: Course Coordinator Last Reviewed: June 2018

Administration, recording and reporting requirements:

Recording an assessment result:

Retaining assessment records:

Version: 2.1 Responsibility: Course Coordinator Last Reviewed: June 2018

For assessment task:

Student access to records:

Reasonable adjustments and special learning needs:

Version: 2.1 Responsibility: Course Coordinator Last Reviewed: June 2018

Reasonable adjustment may consist of:

Complaints and appeals:

Plagiarism, cheating and assessment dishonesty:

Version: 2.1 Responsibility: Course Coordinator Last Reviewed: June 2018

I .............................................................................. (Student Name) have read and understand the

Student signature: ............................................................... Date: ....../....../.......

Version: 2.1 Responsibility: Course Coordinator Last Reviewed: June 2018

This page is intentionally left blank.

Version: 2.1 Responsibility: Course Coordinator Last Reviewed: June 2018

Unit of Competency: BSBCUS501 – Manage quality customer service

Assessment Task: Part A – Written Knowledge Questions

Assessment Outcome: Satisfactory Not Satisfactory

Check for copying/collusion Yes No

Signature: ......................................................... Signature:.....................................

Version: 2.1 Responsibility: Course Coordinator Last Reviewed: June 2018

Required documents and equipment to be accessed by students:

Planned date for assessment:

Instructions for students:

Planning the assessment:

Assessment Submission (Evidence to be submitted by students):

Version: 2.1 Responsibility: Course Coordinator Last Reviewed: June 2018

Marking: ❑ Satisfactory ❑ Unsatisfactory

Marking: ❑ Satisfactory ❑ Unsatisfactory

Version: 2.1 Responsibility: Course Coordinator Last Reviewed: June 2018

Question 3: Outline two best practice approaches to customer service in a retail

Marking: ❑ Satisfactory ❑ Unsatisfactory

Question 4: Explain how equal employment opportunity legislation may affect

Marking: ❑ Satisfactory ❑ Unsatisfactory

Version: 2.1 Responsibility: Course Coordinator Last Reviewed: June 2018

Question 5: Explain how anti-discrimination legislation may affect the delivery of

Marking: ❑ Satisfactory ❑ Unsatisfactory

Student Signature: _____________ Date: _