Manage quality customer service

ASSESSMENT
GUIDE
Student
BSBCUS501 Manage quality
customer service

BSBCUS501 Manage quality customer service
UNIT OVERVIEW
BSBCUS501 Manage quality customer service
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.
Elements
To achieve competency in this unit students must demonstrate their ability to:
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:
 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
 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
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BSBCUS501 Manage quality customer service
 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.
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BSBCUS501 Manage quality customer service
INFORMATION FOR STUDENTS
General Assessment Information
This information is designed to provide you with a full overview of the tasks you need to
successfully complete to be deemed competent in this unit.
You must achieve a satisfactory performance in each of the assessment tasks in order to be
deemed competent in the relevant unit. Where necessary, the assessment tasks are divided into
parts or steps. These are designed to take you through a step by step approach to completing the
activities.
Instructions
First and foremost, please contact your assessor to discuss any necessary adjustments that may
need to be made prior to completing these tasks. The instructions for each of the assessment
tasks are logically sequenced. If you have any questions, contact your assessor immediately. If
there is a practical component to your assessment, you will need to discuss the arrangements for
its completion with your assessor in advance.
Assessment Cover Sheet
Once you have completed all of the tasks, complete the Assessment Cover Sheet, sign the
declaration and forward along with your documentation to your assessor. It should be uploaded
along with the assessment on to RTOManager.
Submitting Assessment Tasks
All written assessment tasks must be typed and submitted with the provided cover sheet.
Your trainer/assessor will tell you when assessments are due. It is your responsibility to ensure
that assessment tasks are submitted on or before their due date.
Extensions for individual assessment tasks may be negotiated with your trainer in specific
circumstances. You must request this prior to the due date, and extensions due to illness will
require a medical certificate. Extensions will be confirmed by your trainer/assessor.
Where assessment tasks are submitted following the conclusion of the unit of competency without
a medical certificate or extension, a late submission fee for each assessment task will be charged.
Assessment Outcomes
There are two outcomes of assessment tasks: S = Satisfactory and NS = Not Satisfactory (requires
more training and experience).
You will be awarded C = Competent on completion of the unit when you have achieved S for all
completed assessment tasks and by meeting all the performance criteria. If you fail to meet this
requirement, you will receive the result NYC = Not Yet Competent and will be eligible to be re-
assessed according to George Brown College policy.
If you are deemed Not Competent by your assessor and require re-assessment, you will be
informed of the process. A fee may be charged according to George Brown College policy.
If all assessment tasks are not completed for a qualification, a certificate will not be awarded. A
Statement of Attainment for completed units of competency will be provided.
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BSBCUS501 Manage quality customer service
Your Results
Your assessor is committed to providing you with detailed feedback on the outcomes of the
assessment and will provide guidance on areas for improvement. In most instances, you should
only need to complete the sections of the assessment that were deemed not satisfactory.
However, it is important to remember that depending on the task, it may be necessary to repeat the
whole task (for example presentations or the delivery of a training session).
You are entitled to view your results at any time by viewing them once they are uploaded on
RTOManager.
Reasonable Adjustment
George Brown College supports individual differences in the learning environment and provides
‘reasonable adjustment’ in training and assessment activities to support every learner. If you have
any special needs that make it difficult for you to complete your learning or assessments, you
should discuss this with your assessor beforehand and will be provided with reasonable
alternatives to assist you to complete the required tasks such as completing tests verbally or using
an interpreter.
What happens if you do not agree with the assessment
result?
If you do not think the assessment process is valid, or disagree with the decision once it is made,
or believe that you have been treated unfairly, you can appeal. The first step is to discuss the
matter with your trainer.
If you still do not agree with the results, refer to the GBC Complaints and Appeals Policy and speak
to the Student Services Team.
Support
While we may not be in a position to assist you with language training or specific LLN training, our
assessors will work with you to ensure that you are supported throughout your qualification. If you
require individual tutoring this may attract an additional fee (see Student Handbook). Support may
be offered by your assessor, or for more specialist support you may need to contact GBC
administration.
A Note on Plagiarism and Referencing
Plagiarism is a form of theft where the work, ideas, inventions etc. of other people are presented as
your own. Information, ideas etc. quoted or paraphrased from another source such as the Internet,
must be acknowledged with “quotation marks” around the relevant words/sentences or ideas and
the source listed in brackets. You must also list the sources at the end of your assessment.
Sources of information, ideas etc. must be provided in alphabetical order by author’s surname
(including author’s full name, name of document/ book / internet etc. and year and place of
publishing) or may be included in brackets in the text.
As a general rule it is advisable to never copy another person’s work. Should it appear that a
student’s work has been copied or does not appear to be authentic, you will be asked to speak to
your Course Coordinator and required to re-submit it. A fee may be charged according to George
Brown College policy.
Contacting the RTO
If you should need further support or assistance please do not hesitate to contact The Student
Services Team.
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BSBCUS501 Manage quality customer service
ASSESSMENT
BSBCUS501 Manage quality customer service
There are two assessments for this unit:
1. Written Questions
For this assessment, you are to read the questions and respond in writing with the most suitable
answer. There are fourteen questions, all of which must be completed. Most questions require
short answers although some questions require a more detailed response. You may use various
sources of information including workbooks, internet and other documents, but must list and
reference their sources. Your assessor will advise you when this is due.
2. Project
For this assessment you are to complete a number of tasks related to developing strategies to
ensure products and services are delivered and maintained to standards agreed by the
organisation. It is based on a simulated business.
There are three stages in this assessment. You must complete them all.
 Stage One: – requires you to develop a customer service plan consisting of a number of
policies and procedures and actions that you are to develop.
 Stage Two – requires you to participate in a role play with an ‘employee’
 Stage Three - in this stage you are to write KPIs for several areas related to customer
service and strategies for monitoring them. You must also develop a survey questionnaire
to obtain customer feedback. You will then meet with your ‘manager’ (your assessor) to
discuss these documents and also to discuss other customer service issues. Finally, you
are to write a 1 – 2 page report making recommendations to the “Board” on customer
service.
You will be marked against the criteria in the attached marking guides.
Your assessor will advise you when each stage of this project is due.
Assessment Schedule
Assessment Due Date
1. Written Questions
2. Project:
 Stage One
 Stage Two
 Stage Three
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BSBCUS501 Manage quality customer service
ASSESSMENT COVER SHEET
Student Name:
Student ID:
Contact Number:
Email:
Trainer / Assessor Name:
Qualification: BSB51918 Diploma of Leadership and Management
Unit of Competency: BSBCUS501 Manage quality customer service
Assessment:
☐ Written Questions
Project:
 Stage One
 Stage Two
 Stage Three
Due Date: Date Submitted:
If your assessment is being submitted after the due date, please attach a copy of the written
confirmation of extension received from your assessor.
Declaration: I have read and understood the following information at the
beginning of this assessment guide (please tick):
☐ Assessment information
☐ Submitting assessments
☐ Plagiarism and referencing
I declare this assessment is my own work and where the work is
of others, I have fully referenced that material.
Name (please print) Signature Date
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BSBCUS501 Manage quality customer service
ASSESSMENT 1: WRITTEN QUESTIONS
Read the questions below and respond in writing with the most suitable answer. There are
fourteen questions. You must complete them all. Most questions require short answers although
some questions may require a more detailed response. You may use various sources of
information including your workbook, internet and other documents. You must list your sources.
Your assessor will advise when this is due.
Question 1
For each of the regulatory areas listed below, identify one aspect of the legislative requirements
that impact on customer service operations.
Legislation Impact on customer service
Anti-discrimination
legislation
As a result of the anti-discrimination legislation, no
discrimination is being made upon the services that is being
provided to the customers (1) No distinction is also being made
based on the class, sex, religious views etc.
Consumer protection
legislation
The impact of the consumer protection legislation is that the
rights of the customers is highly being protected. Unfair system
of the trade practices are also being stopped (2) The
advertisements which are totally false and misleading the
customers are also being stopped.
Privacy laws The impact of the privacy laws on the customer service is that
it gave the customers to review their own personal information.
(3) It even gave the right to the customers to ask for any sort of
corrections. As a result of the privacy laws, the customers are
being informed about any sort of disclosures.
Work health and safety
legislation
The impact of the work, health and safety legislation is that it
protects the wellbeing of the customers, visitors and even the
customers. The sense of the business also increases when
the health and safety of the workplace is being maintained (4)
Workplaces which do not give any importance to the health
and safety of the customers and the employees tend sto loose
their staff. This leads to the rise of cost and the deduction of
the profitability.
Any relevant code of
conduct / ethical principles
When the ethical principles are being followed, the quality of
service for the customers increases. It also improves and even
builds positive relationships. Honesty and transparency is
being maintained during the process of the financial
transactions. Everything also seems to be very transparent in
the procedures of accounting. Promotion and the
advertisements of products and services that are being used
also turns out to true as being said.
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