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Delivering Good Customer Service

   

Added on  2019-09-27

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Lecture Assessment 1Individual Knowledge Test & Case Study Unit: BSBCUS401 Coordinate implementation of customer service strategiesQualification:BSB42618 Certificate IV in New Small BusinessBSB42415 Certificate IV in Marketing & CommunicationTrainingPackage: BSB Business ServicesDue date:Week 4Assessment Type: Individual Knowledge Test & Case StudyStudentName:StudentNo:By submitting this Assessment I acknowledge my understandingof plagiarism PlagiarismAll work must be done individually. Copied work will not be accepted andcould lead to an “academic non-performance” rating. Plagiarismby astudent will result in an automatic ‘NYS’, and as well as being recorded,may result in further disciplinary action such as a student’s exclusion froma course. Plagiarism is presenting and using someone else’s work,writings or ideas as your own with or without their consent. V2019.2/tmp/tmpbirso57dBSBCUS401-L1-V20192-week-4doc-8523doc-15076.docPage 1 of 13RTO 90982CRICOS 02599C
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Assessment submission rules and conditionsI have read and agree to the assessment guidelines conditions below. 1.The purpose of this activity is to assess your knowledge and skills of the unit.2.If you have any considerations that may affect your performance in the assessment please inform your assessor immediately. Your assessor will provide you with a suitable alternative to complete this assessment.3.To gain competency for this assessment, demonstrate competency in activitytasks by the due date.4.Student downloads the assessment through Moodle.5.Student completes the assessment cover page ensuring they have written their name and student number. Online submission opens one week prior to due week and cut off date is set on Saturday at 11:55pm in the week of due date. 6.In case of late submission, the student is only able to submit the assessment with permission. The Student is first required to see student services and make late submission fee payment before submitting the assessment after due date. The student service officer issues the receipt and student is required to see Trainer to submit the assessment. The trainer will grant extension on Moodle for the student to re-submit their assessment. 7.The student will receive results within 2 weeks from due week, resulting in a determination of Satisfactory (S) or Not Yet Satisfactory (NYS) for the task andthis result will be displayed on Moodle. 8.In case of ‘NYS’ (not yet satisfactory) result of the assessment, the student is given an opportunity to re-attempt and submit the assessment by an agreed date with their assessor or as soon as possible within the duration of the unit. The trainer will grant extension on Moodle for the student to re-submit their assessment, cut off date of re-submission is Saturday at 11:55pm in week 8. Re-attempted assessments submitted during the term will not incur penalty. 9.The re-attempted work must address the specific performance tasks beyond doubt for the assessor to issue a satisfactory (S) result. The system allows the student to re-attempt online two times within the duration of the unit. Studentis required to meet their assessor before submitting the third re-attempt. The assessor will grant extension manually only by request. A repeat NYS outcomecould lead to an administration fee. 10.Any re-submission or late submission occurring during week 8, the student is required to see trainer before submitting the late or re-assessment. The V2019.2/tmp/tmpbirso57dBSBCUS401-L1-V20192-week-4doc-8523doc-15076.docPage 2 of 13
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trainer will grant extension on Moodle by request only and the submission will be closed on Saturday at 11:55pm in week 8. 11.Any re-submission or late submission occurring during week 9, the student is required to see trainer before submitting the late or re-assessment. The trainer will grant extension on Moodle by request only for 15 minutes. Therefore students should be ready to submit their assessment before going to see the trainer. 12.All work must be done individually. Copied work will not be accepted and could lead to an academic "non-performance” rating. See below about Plagiarism. PlagiarismPlagiarism by a student will result in an automatic ‘NYS’, and as well as being recorded, may result in further disciplinary action such as a student’s exclusion from a course. Plagiarism is presenting and using someone else’s work, writings or ideas as your own with or without their consent. Some examples of plagiarism as followsPresenting work by another individual as one’s own unintentionally Handing in assessments markedly similar to or copied from another student Handing in assessments without the sufficient acknowledgement of sources used, including assessments taken totally or in part from the Internet13.Appeal process - If you feel the decision made by your assessor was incorrect please refer to your Student Handbook for information on assessment appealsfor the required steps to appeal this decision. Download the assessment you want to appeal and complete the appeal box in Feedback Evaluation Sheet by signing as to whether you wish to appeal. You are required to hand the hard copy in to student services. Submission requirements If an assessment is not submitted in accordance with the submission requirements then it will be deemed as being non-compliant. Non-compliant submissions result in pending on being marked and /or recorded NYS.All submissions must be done by PDF file. The Student is required to convert word file assessments, PowerPoint presentation and other V2019.2/tmp/tmpbirso57dBSBCUS401-L1-V20192-week-4doc-8523doc-15076.docPage 3 of 13
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attachments to PDF before submitting unless the evidence is required to submit its original format (eg. word or excel). The first page in the file must be cover page. Both the cover page must contain student name and student number. The Student is allowed by default to upload up to five documents on each submission. You must upload each file separately. You must not upload zip file. Submissions from overseas are not allowed as students are required to be in Australia to attend their regular classes. Late submissionLate submission arises in two cases.1.Student does not submit the assessment in time because of their own fault. In this case, the student is required to make late submission fee of $50 before submitting the assessment after the due date. 2.Student has approved leave. In this case, the student is exempted from the late submission fee payment. The student is required to show their deferment approve letter from the college to their trainer. The trainer will re-open the submission on Moodle for the student. I have read and agree to the assessment guideline conditions above.V2019.2/tmp/tmpbirso57dBSBCUS401-L1-V20192-week-4doc-8523doc-15076.docPage 4 of 13
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