Assessment

Task 1
Manage quality customer
service
BSBCUS501

Student Declaration
 To be filled out and submitted with assessment responses
◻ I declare that this task and any attached document related to the task is all my own work and I have not
cheated or plagiarised the work or colluded with any other student(s)
◻ I understand that if I If I am found to have plagiarised, cheated or colluded, action will be taken against me
according to the process explained to me
◻ I have correctly referenced all resources and reference texts throughout these assessment tasks.
◻ I have read and understood the assessment requirements for this unit
◻ I understand the rights to re-assessment
◻ I understand the right to appeal the decisions made in the assessment

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 ◻ Student requested reasonable adjustment for the assessment

Question Marking Sheet - Assessor to complete.

Did the student satisfactorily address each question as

instructed:
Completed satisfactorily
S NYS Comments
Question 1
Question 2
Question 3
Task Outcome: Satisfactory ☐ Not Yet Satisfactory ☐

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Table of Content

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 Student Declaration................................................................................................................................................2
Task 1 – Knowledge Questionnaire............................................................................5
Answer all the questions below:........................................................................................................................7
Question 1...................................................................................................................................................................7
Question 2...................................................................................................................................................................7
Question 3...................................................................................................................................................................8
Appendix 1 –Useful Links........................................................................................... 9
Legislations and Regulations...............................................................................................................................9

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 Task 1 – Knowledge Questionnaire

Task summary and instructions

What is this This assessment is a written questionnaire with a mix of objective and
assessment task subjective questions.
about?
The questionnaire is designed to meet the knowledge required to
meet the unit requirements safely and effectively.

The questions focus on the knowledge evidence required for this unit
of competency:

 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
 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:
o customer behaviour
o customer needs research
o customer relations
o ongoing product and/or service quality
o problem identification and resolution
o quality customer service delivery
o record keeping and management methods
o strategies for monitoring, managing and introducing ways to
improve customer service relationships
o strategies to obtain customer feedback.

What do I need to do
to complete this task
satisfactorily?
 submit your answers to the questions within the set timeframe,
 answer all questions as instructed,
 answer all questions using your own words and reference any
sources appropriately,
 all questions must be answered satisfactorily.

It is advisable to:

 review the questions carefully,

 answer the questions using online research and the learning

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 Task summary and instructions

material provided for the unit and by reviewing real or simulated

relevant business documentation (such as policies and
procedures),
 further research the topics addressed in each question.

Specifications You must submit to GOALS the

 assessment coversheet,
 answers to all questions,
 references.

Resources and • computer with Internet access,

equipment • access to Microsoft Office suites or similar software,
• learning material,
• link to legislation and regulations (Appendix 1).
What will the Your assessor will be looking for demonstrated evidence of your
assessor be looking ability to answer the questions satisfactorily, follow instructions,
for? conduct online research and review real or simulated business
documentation, such as policies and procedures related to project
management.

Re-submission You will be provided feedback on your performance by the Assessor.

opportunities The feedback will indicate if you have satisfactorily addressed the
requirements of each part of this task. If any parts of the task are not
satisfactorily completed, the assessor will explain why, and provide
you with written feedback along with guidance on what you must
undertake to demonstrate satisfactory performance. Re-assessment
attempt(s) will be arranged at a later time and date. You have the
right to appeal the outcome of assessment decisions if you feel that
you have been dealt with unfairly or have other appropriate grounds
for an appeal. You are encouraged to consult with the assessor prior
to attempting this task if you do not understand any part of this task
or if you have any learning issues or needs that may hinder you when
attempting any part of the task.

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 Answer all the questions below:
Question 1
Read the terms & conditions & policies of JB HI FI which provides a good overview of
their customer service processes: https://www.jbhifi.com.au/pages/consumer-guarantees.
Address the following:
Question
A Summarise 3 organisational policy
and procedures for customer service.
(30-50 words/each)
B Describe how a customer can place a
complaint with JB HI FI? (30-50
words)
C Describe the JB HI FI handles
complaints related to privacy. (50-
100 words)
Direct link to privacy policy:
https://solutions.jbhifi.com.au/privacy-
policy/
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Answer
JB Hi-Fi, like other companies operating in
Australia, is bound by the Australian Privacy
Principles as set out in the Privacy Act 1988
(Cth) which set clear standards regarding these
activities.
This policy contains information about:
when you can deal with JB Hi-Fi anonymously;
the purposes for which JB Hi-Fi collects, holds,
uses and discloses personal information;
JB Hi-Fi collects and holds personal information;
how you may access the personal information
that JB Hi-Fi holds about you, and how you may
seek correction of that personal information; and
how you may complain about a breach of the
Australian Privacy Principles by JB Hi-Fi and how
JB Hi-Fi will deal with such a complaint.
If you are not satisfied with our response to your
complaint you are entitled under the Privacy Act
1988 (Cth) to make a complaint to the Office of
the Australian Information Commissioner.
Information about how to make a complaint is
available from the Office of the Australian
Information Commissioner’s website
(www.oaic.gov.au).
conduct internal discussions with the relevant
business units involved in the collection, holding,
use or disclosure of your personal information
which is the subject of your complaint, and
evaluate whether we believe that such collection,
holding, use or disclosure of your personal
information was in breach of the Australian
Privacy Principles; and notify you of the results
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 Question
D List 5 legislation and regulations that
are relevant to customer service in
the organisation.
Question 2
Good customer service is part of a company’s success.
Address the following:
Question
A Identify and list:
o 3 service standards relevant to
customer service
o 2 best practice models for
customer service
B Outline 3 public relations methods.
(30-50 words each)
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Answer
of our investigation of your complaint.
 providing you with products and/or
services requested;
 dealing with requests, enquiries,
complaints, consumer guarantee or
warranty claims, and other customer care
related activities;
 marketing our products and services and
providing advice on our products;
 developing and improving our products
and services;
 in connection with our loyalty or reward
programmes and competitions;
 the operation and administration of
accounts or subscriptions that you have
with us;
Answer
Service Standards:
 We will greet our customers in a
courteous and professional manner.
 We will listen effectively to our
customers’ requests and promptly take
the necessary actions to assist them. We
will keep our customers informed of
unexpected delays in service.
 We will inform our customers of normal
process time, when they can expect
completion and any delays that may arise
in the process.
Best Practice Model:
-Even though a customer isn’t always right, it’s
your job to make them feel that they are.
-If a customer leaves a message by email or
telephone or text that implies they are expecting
a callback, return the message the same day
(ideally, the same half of the day)
Speaking at events where customers are likely to
attend helps position you as a leader or
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 Question
C Outline 3 product promotions
methods. (30-50 words each)
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Answer
innovator in your field. As a business owner or
leader, building your reputation as an expert also
builds the reputation of your business - and
draws new customers.
Partnerships and sponsorships are good for
business. Supporting a not-for-profit cause can
help build feelings of goodwill and loyalty
towards your business. Community partnerships
may involve an exchange of funds or in-kind
benefits to grow a local community organisation
in return for benefits that promote your business
reputation.
Your staff are ambassadors for your business
and brand. Many larger businesses conduct
employee relations - building their business
culture and team relationships by sharing
information, promoting involvement and instilling
a sense of pride in business achievement.
Contests are a frequently used promotional
strategy. Many contests don't even require a
purchase. The idea is to promote your brand and
put your logo and name in front of the public
rather than make money through a hard-sell
campaign. People like to win prizes. Sponsoring
contests can bring attention to your product
without company overtness.
Social media websites such as Facebook and
Google+ offer companies a way to promote
products and services in a more relaxed
environment. This is direct marketing at its best.
Social networks connect with a world of potential
customers that can view your company from a
different perspective.
Customers who come into your business are not
to be overlooked as they have already decided to
purchase your product. What can be helpful is
getting personal information from these
customers. Offer a free product or service in
exchange for the information. These are
customers who are already familiar with your
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 Question Answer
company and represent the target audience you
want to market your new products to.

D Outline 2 techniques for dealing with Listen to Customers

customers. One technique must
include techniques to deal with
customers with specific needs. (30-
50 words each)
Sometimes, customers just need to know that
you’re listening. If they’re confused or have a
problem, by lending a listening ear, you’re
showing that you care and that you’re not
dismissing them.
Apologize
When something goes wrong, apologize. It’s
amazing how calming the words “I’m sorry” can
be. Don’t engage in fault-finding or laying blame,
but let them know you’re sorry they had a
problem. Deal with the problem immediately and
let the customer know what you have done.

Question 3

Outline the following principles and techniques used when solving complaints. (30-50
words each).

Question Answer (30-50 words/answer)

A o Why is it o A customer behavior analysis provides insight into the different
important to variables that influence an audience.
identify and o It gives you an idea of the motives, priorities, and decision-
understand making methods being considered during the customer's
customer journey.
behaviours? o This analysis helps you understand how customers feel about of
o List 3 customer your company, as well as if that perception aligns with their
behaviours. core values.

B How do you conduct Mapping the customer journey

customer needs A customer journey map is a visualization of the process a customer
research? goes through when engaging with a product or service. It takes
process mapping to a new level by including multiple phases and
touchpoints a person goes through — from prospect to loyal
customer.

C How can you The rise of CRMs has targeted the well-documented gap between
manage goo sales and marketing teams. It does so by improving access to data.
customer relations? A salesperson may start with a more robust profile of a prospect by
investigating CRM data about which marketing materials a potential
client has already received or requested.

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 Question Answer (30-50 words/answer)

D How can you keep Card mailed with a physical product, a feedback box on the counter,
ongoing product a social media competition or an evening focus group. Whatever
and/or service you choose, make sure your options for being contacted are many
quality? and varied, and customers will make good use of them.

E Outline a process for

problem
identification and
resolution.

F How would you Train Your Staff

describe quality It's important to make sure all of your employees, not just your
customer service customer service representatives, understand the way they should
delivery? talk to, interact with, and otherwise assist customers. Provide
employee training that gives your staff the tools they need to carry
good service through the entire customer experience.

G Outline one record Control storage and access

keeping and To ensure that digital and paper files are stored securely, you need
management to control who has access to them. When it comes to managing
method. your records according to best practices, how and where the
documents are stored, is as important as who has access to them.

H What are 2 1. Ask your customer what they think. Instead of using your
strategies for organisation’s internal metrics to measure the quality of a
monitoring, call, ask the customer: “What did you think of your
managing and experience and the agent you worked with?” or “Did your
introducing ways to service experience match the promise made in our
improve customer advertising?” It’s very important to map high-quality
service interactions with your customers’ expectations, comparing
relationships? internal evaluation scores with customer scores.
Briefly describe 2. Use quality monitoring to help agents improve skills.
them. Evaluate interactions to identify skills gaps, and provide

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 Question Answer (30-50 words/answer)
individual learning opportunities where there are
deficiencies.

I Describe 2 strategies Use Email Surveys For New Customers

to obtain customer One of the best parts about email surveys is that you can seek
feedback. information on the entire shopping experience, from search to
shipment. It is a must for new shoppers.

Monitor Social Channels

Social media sites such as Facebook, Twitter, LinkedIn, etc. can be
an invaluable resource for customer feedback.

L Briefly describe how Listen well. Let the irate customer blow off steam. Respond with
to effectively solve phrases such as, “Hmm,” “I see,” and “Tell me more.” Do not
customer interrupt. As the customer vents and sees you are not reacting, he
complaints. or she will begin to calm down. The customer needs to get into a
calm frame of mind before he or she can hear your solution—or
anything you say, for that matter.

Appendix 1 –Useful Links

Legislations and Regulations

 Privacy Act : https://www.oaic.gov.au/privacy/the-privacy-act/

 Anti-Discrimination Acts :
https://www.humanrights.gov.au/sites/default/files/GPGB_quick_guide_to_discrimination_laws_0.
pdf

 WHS: https://www.safeworkaustralia.gov.au/

 Contract Law : https://www.acc.com/resource-library/australian-contract-law

 Advertising : (https://www.accc.gov.au/accc-book/printer-friendly/29527

 Australian Consumer Law and Marketing Communication:

(http://www.marketingminds.com.au/regulation.html )

 Warranties and Guaranties : http://www.marketingminds.com.au/regulation.html

 Anti-competitive behaviour: https://www.accc.gov.au/business/anti-competitive-behaviour

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  Advertising codes and regulations:
https://www.communicationscouncil.org.au/public/content/ViewCategory.aspx?id=306

 Intellectual Property : https://www.ipaustralia.gov.au/about-us/legislation/ip-legislation

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