Assessment No.2 for BSB51915 Diploma of Leadership and Management

T-1.8.1
Details of Assessment
Term and Year 2,2018 Time allowed Weeks 7,8
Assessment No 2 Assessment Weighting 50%
Assessment Type Customer Service Project and Role-play(IN PAIRS) Individual submission
Due Date Week 7,8 Room TBA
Details of Subject
Qualification BSB51915 Diploma of Leadership and Management
Subject Name Customer Service
Details of Unit(s) of competency
Unit Code (s) and
Names
BSBCUS501Manage Quality Customer service
Details of Student
Student Name
College Student ID
Student Declaration: I declare that the work
submitted is my own, and has not been
copied or plagiarised from any person or
source.
Signature: ___________________________
Date: _______/________/_______________
Details of Assessor
Assessor’s Name Nadia Chowdhury / Ali Kauser
Assessment Outcome
Results Competent Not Yet Competent Marks / 50
FEEDBACK TO STUDENT
Progressive feedback to students, identifying gaps in competency and comments on positive improvements:
______________________________________________________________________________________
______________________________________________________________________________________
______________________________________________________________________________________
______________________________________________________________________________________
Student Declaration: I declare that I have been
assessed in this unit, and I have been advised of my
result. I am also aware of my right to appeal and the
reassessment procedure.
Signature: ____________________________
Date: ____/_____/_____
Assessor Declaration: I declare that I have
conducted a fair, valid, reliable and flexible
assessment with this student, and I have provided
appropriate feedback
Student did not attend the feedback session.
Feedback provided on assessment.
Signature: ____________________________
Date: ____/_____/_____
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T-1.8.1
Purpose of the Assessment
The purpose of this assessment is to assess the
student in the following learning outcomes:
Competent
(C)
Not Yet Competent
(NYC)
Plans, policies or procedures for delivering quality
customer service
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
monitor and assist teams to meet customer service
requirements
develop, procure and use human and physical
resources to support quality customer service
delivery
Assessment/evidence gathering conditions
Each assessment component is recorded as either Competent (C) or Not Yet Competent (NYC). A student
can only achieve competence when all assessment components listed under “Purpose of the assessment”
section are recorded as competent. Your trainer will give you feedback after the completion of each
assessment. A student who is assessed as NYC (Not Yet Competent) is eligible for re-assessment.
Resources required for this Assessment
 Computer with relevant software applications and access to internet
 Weekly eLearning notes relevant to the tasks/questions
Instructions for Students
Please read the following instructions carefully
 This assessment has to be completed In class At home
 The assessment is to be completed according to the instructions given by your assessor.
 Feedback on each task will be provided to enable you to determine how your work could be improved.
You will be provided with feedback on your work within two weeks of the assessment due date. All other
feedback will be provided by the end of the term.
 Should you not answer the questions correctly, you will be given feedback on the results and your gaps
in knowledge. You will be given another opportunity to demonstrate your knowledge and skills to be
deemed competent for this unit of competency.
 If you are not sure about any aspects of this assessment, please ask for clarification from your
assessor.
 Please refer to the College re-assessment for more information (Student Handbook).
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T-1.8.1
INSTRUCTIONS:
This assessment is to be completed by Week 7. Kindly check eLearning for further details.
You may need to conduct some research of your own to answer these questions. Books and the
internet are useful sources of information.Cut and paste answers and COPYING from classmates,
even from the previous terms, will have NO MARKS. Late assessments will get a maximum mark of
25/50.
TASKSAND ROLE-PLAY (50 MARKS)
TASK1.A colleague has asked you to coach them in the provision of good customer service
techniques. Explain how you would go about doing this. To answer this question you will need to
research the coaching process then demonstrate that you understand how coaching procedures can
be applied and why these are necessary, in such situations, to have some understanding of adult
learning needs. (5 marks)
Coaching is generally an on-going process that is designed to help the employees in achieving
greater competencies. Moreover, this differs from training, which is a structured process that helps in
equipping people with several opportunities, knowledge’s and tools (Ro and Olson 2014). This helps
in developing themselves to be highly effective while committing fully to work, their organization and
work. Coaching the colleagues facilitates in developing the individuals to be their best and thus
contributing their talent and best fit in the organization. Good customer service is the main element for
business being successful. It is important to deliver the services to the customers in a most effective
manner.
The employees would be empowered to solve their own problems. I would make encourage and
motivate my colleague to find an alternative or creative solution for all the issues that arises within the
workplace. It is important to help each and every employee by discovering the major problem
themselves. This would help them to do things in a very different manner and therefore lead them to
do things very efficiently. It is vital to decide before making any approach related to customers.
Empathy patience and consistency: the key to deliver the service to customers is empathy and
patience. Though some of the customers will be irritating in nature and others may ask various
questions. Patience and consistency should be maintained while delivering the services (Wilder,
Collier and Barnes 2014). The employee should know how to handle such customers and therefore
provide similar services each time.
Adaptability: each and every customer is very different in nature and some of them may also change
from week to week. Therefore the needs of the customers should be identified and acknowledged.
The employees need to adapt and sense the moods of their customer’s accordingly (Gursoy, Cai and
Anaya 2017). Willingness to learn is helpful in providing adequate customer services through a
continuous learning process.
Smoothly communication: it is crucial to have an adequate and smooth communication with the
customers. It should be ensured that the message conveyed to the customers should be exactly what
is meant. Using positive language with a cheerful tone is an advantage attribute to gain a customer. In
addition to this, a conversation should never be ended without satisfying the needs of the customers.
An employee should have the ability to accept negative feedback and swallow its pride as customers
are always right. It is important to always keep the happiness of customer as the first thing on the
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T-1.8.1
mind. Besides this it is important for the colleague to have a proper time
management skills and should stay balanced to achieve the adequate balance.
TASK2. Stakeholders are people who have an interest in a particular issue. A stakeholder is anyone
significantly affecting or affected by someone else’s decision making. The first step in stakeholder
analysis is identifying who your key stakeholders are.
Imagine a small restaurant in a busy suburban street. The restaurant seats fifty (50) people. It has a
modern cuisine style menu. The business is a partnership between a husband and a wife.
Identify the stakeholders for this restaurant. Draw a diagram showing the inter-relationships.
(5 marks)
Stakeholders are the individuals or the group that are affected by the organization’s business
activities. The major stakeholders of the restaurants are its directors, managers, employees,
customers, suppliers, local authority, community and competitors. The internal stakeholders are the
individuals running the organization and are closely related to the growth of the organization. The
internal stakeholders of the restaurant are employees, chefs or managers, and the directors. On the
other hand, the external stakeholders do not have any direct relation with the restaurant. Although
they play a major role in the long-term growth of the restaurant business. The external stakeholders
are suppliers of the food and the customers.
Diagram-
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