BSBCUS501 Manage Quality Customer Service Assessment

This assessment covers 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 includes online quizzes, questioning, project and observation.

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BSBCUS501 Manage quality
customer service
ASSESSMENT COVER SHEET
Student ID Student Name
First Name:
Last Name:
Student’s declaration:
By submitting this assessment, you are acknowledging and agreeing to the follow
Please check each item in the box, if you agree.
I have read and understood the details of the assessment.
I have been informed of the conditions of the assessment
understand I may appeal if I believe the assessment is not
I agree to participate in this assessment, and I am ready
I declare that the attachedis my own work or in collaboration
as required.
I have acknowledged all sources where appropriate in accordance with
Integrity Policy, and I believe other group members have done the same.
Submitting your assessment: Complete all assessment tasks, save, and upload in
view the videos on submitting work through Moodle in the FAQ section of your
Moodle grades and feedback on your submission. You will receive an email notifi
has been graded.
Assessor’s acknowledgement:
Please verify each of the following principles of assessment by placing a
assessor's handbook for further information if required.
Authentic: The assessor is assured that the evidence presented
own work.
Valid: The assessor is assured that the learner has the skills, knowledg
described in the module or unit of competency and associated
Current: The assessor is assured that the assessment evidence demonst
competency. This requires the assessment evidence to be from
past.
Sufficient: The assessor is assured that the quality, quantity and relevance
evidence enable a judgement to be made of a learner’scompete

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How to work through your assessment
Your assessment is designed to assess your performance of competency for
Manage quality customer service, Release2. Your assessor will help you
assessment requirements for this unit.
The features of this assessment are detailed in the following table
Features of the
assessment
resource
Explanation
Assessment
information and
scope
This unit describes the skills and knowledge required to
strategies to manage organisational systems that ensure prod
services are delivered and maintained to standards agre
organisation.
The key outcomes are:
§ Plan to meet internaland external customer requirement
§ Ensure delivery of quality products and services
§ Monitor, adjust and review customer service
Assessment
overview
To demonstrate competency, you must successfully complete all
assessment tasks.
Task 1: Online MoodleQuizzes
Task 2: Questioning
Task 3: Project:Managing customer service at work
Task 4: Observation
Complete the
following tasks
ü Task 1: Online MoodleQuizzes
You will be completing online Moodlequizzes for each topic to
demonstrate your knowledge of the unit requirements. These are
marking.
ü Task 2: Questioning
You will be demonstrating a sound knowledge of the unit
in your responses to short and long answer questions.
ü Task 3: Project:Managing customer service at work
You will be demonstrating the required skills and knowledge
completing a scenario-based project.
ü Task 4: Observation
Your performance will be documented while being observed by
assessor in a simulated off-the-job situation that refle

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TASK 1- Please complete the following online quizze
on Moodle:
§ Topic 1 OnlineQuiz
§ Topic 2 OnlineQuiz
§ Topic 3 OnlineQuiz
TASK 2: Questioning
Purpose You will demonstrate a sound knowledge of the unit
requirements in your responses.
Instructions All questions must be answered satisfactorily for Task 2
completed satisfactorily.
There is no restriction on the length of the question
You must complete all questions unassisted by the a
other personnel, but may refer to reference material a
Resources requiredYou may use the learning resources, trainingmaterials a
relevant documents to research information when answerin
questions.
Assessment
conditions
Assessment will be conducted in a safe environment w
evidence gathered demonstrates consistent performance of
typical activities experienced in the customer service field o
and include access to:
§ legislation, regulations and codes of practice related t
customer service
§ business technology
§ workplace documentation and resources
§ complex customer complaints
§ interaction with others.
Reasonable
adjustment
If you are unable to respond to the questions i
interview may be used as an alternative approach i
with your assessor.

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Please provideanswers to the following questions:
1. What is meant by ‘quality’ when referring to customer service?
2. List common service standards for the provision of quality customer
3. Identifytwo best practice approaches to customer service standards.
4. Outline how equal employment opportunity legislation may impact customer serv
In the context of customer care, quality refers to the provision and reception of services that conform
to the needs, expectations and specifications of the customer. Service quality is largely all about the
customer's point of view in regard to how well or badly they are served. In this regard therefore,
there is said to be quality in service provision when customers are dealt in a customized manner.
And this is mostly achieved by a firm when its mission, vision and values are geared towards the
same goals of listening to each and every customer needs, and consciously aiming at dealing with
one customer at a time.
There are a number of standards for the provision of services to the customer, which include but are
not limited to the following: .Speed standards- this this has to do with how fast a customer can be
served. It has to do with the waiting period from when the customer requests for a service to when
he/she obtains. .Transparency standard- this is involved with how open, genuine and honest service
providers are in the process of customer care. The lesser the time, the higher the customer
provision will be ranked, and vice versa. .Accessibility standard-such things as sources of
information regarding a firm, the ease of access to the services and costs for it need to be made
available to the customer at all times .Friendliness standard- this has to do with how nicely the
customers are treated. Though this cannot be measured numerically, every service provider needs
to go an extra mile, yet within the confines of professional code of conduct to be gentle and nice to
the customers at all times. .Efficiency standards-this involves the ability of the customer provider to
strike a balance between the speed of service provision and accuracy. Efficiency will be rated highly
if errors are minimized and vice versa.Setting of the customer care standards and expectations. There needs to be a clearly understood
point of reference. This can be in form of a list of minimum expectations or a non-written code of
conduct that has been taught and adopted into the cultural system of a firm. This helps deal with
uncertainties regard what is best meant for customers and what is undesired. As such, the standard
must be made available to all employees. 2. Employees need to be treated well. Employees that are
well treated will be highly motivated. This will ultimately lead to them giving their all when serving
customers. The reverse is true for maltreated employees who may end up lacking the desire to work
on achieving organizational goals, among which is customer care.
Equality in employment opportunity legislation will ensure equality in competition for jobs. in the long
run, only competent employees will be chosen,who will ultimately provide above average services to
customers. on the other hand, when employment is based on bias, sometimes incompetent
employees may end up employed and offer substandard services. as such there is need to
initiateand encourage the application of legislation on equality in emplyment to reduceor eliminate
sidelining or discrimination of whatever nature.

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5. Outline how anti-discrimination legislation may impact customer service.
6. Outline how competition and consumer protection legislation may impact cust
7. Outline how privacy legislation may impact customer service.
8. Outline how industrial relations legislation may impact customer service.
Anti-discrimination legislation is very important as far as employee motivation is concerned. With
such legislation, people are employed based on their capabilities and not on such things as race,
gender, and political affiliation among others. When there is an assurance that people are hired,
promoted and fired based on their performance and not through bias, they will motivated to give
their best. It is common knowledge that people tend to work harder so they reap better results in the
future. When it will be clear promotions are done based on performance then there will be a
motivation for people to work harder than when the means of promotion are based on bias.
Conversely, when there is discrimination, those employed through biased means will work for ever
with a haunted spirit that they really did not deserve their jobs. On the other hand, the customers will
seek the services of firms with pre-formed opinions, which will most likely be negative (Noe, 2012).
Consumer protection laws are laws put in place to provide guidance on how customers are to
betreated.it provides for all the rights and obligations of a consumer. When there are strict laws
governing how customers are to treated, customer service providers will always want to abide by
those laws. It is an open secret that everyone fears to face legal litigations and problems with
customers and/or the state. As such, the main drive here will be the need to conform to law. On the
other hand, a country operating on no or dysfunctional customer service laws leaves the customers
to the mercies of the service providers. This way, the service providers may find it easy to maltreat
their customers without fear of any consequences, for they may not be there in the first place (Ardic,
2011).
Privacy legislation places an obligation on the service providers to keep secret all the personal
information and opinions that the customers may produce to them during the service provision
exercise. At times, since firms would like to provide customer services to customers, they may
require to get personal information from them, whose handling can be very crucial as regards the
future of the firm. When customers know that their privacy is guaranteed to some level, they will be
more willing to offer as much information as possible. This way, the service provider gets an
opportunity to understand the client better, what thing lead him to offering them with customized
service. The reverse is true when they are not sure of what will happen to the information they
leave behind. That feeling of insecurity will most likely cause them to offer limited information that
may render it hard for the services to be delivered to them. (Wang, 2010).
Industrial relations legislation is responsible for maintaining a cordial relationship between
employers and employees, outlining such things as conflict resolution means, obligations,
entitlements and other issues relating to the parties. When there is proper legislation in this respect,
there will be higher employee motivation. Consequently, the employees will seek to do their best in
a bid to either maintain or seek promotions in their workplaces, what thing will trickle down to service
provision and delivery. However, poor industrial relations will be responsible for unrests, industrial
strikes and wrangles which lead to reduction in employees' morale. This will as well trickle down to
customer service delivery. demotivated employees will not find it easy to offer quality services to
customers in environments characterized with abuse, mistrust and constant wrangles with
employers. (Batt, 2012).

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9. Outline how work health and safety legislation may impact customer service.
10. Outline how environmental issues may impact customer service.
11. Outline how relevant codes of practice may impact customer service.
12. Explain two principles or techniques related to customer behaviour.
Work health and safety legislation provides guidelines the protection and upholding of the physical
health and safety of both employers and employees. It is common knowledge that everyone would
love to work in an environment of minimum risk and where there can compensation in case of
accidents. This legislation provides for what is likely to happen to the parties in question in case of
life threatening incidences they may have to face while at work. For instance, health practitioners
who provide health services are at a great occupational risk of getting diseases while at work.
Proper legislation provides that they be insured. That has an implication that in case of a disease,
the government guarantees that it will take care of their medical bills and arrange for their treatment.
Such legislation provides motivation to the employees, making them offer all that is within their
abilities. On the other hand, working in an environment that is silent on such legislation, making
them deliver substandard services.
There are a number of environmental issues facing various firms. They range from such things as
public health, deforestation, water scarcity and conservation and waste disposal among others.
There are laws governing these issues.at times, the service providers are torn between satisfying
the needs of the customers and keeping the laws. For instance, there are countries where polythene
bags have been banned. It becomes a challenge to service providers to package such things as
liquid beverages. On one hand is a requirement to keep the environment clean and on the other is
the desire to leave the customer satisfied and contented. Unless there are clearly understood laws
there can be confusion in this area. As such, the laws dealing with environmental issues need to be
known not only by the service providers but also the customers to reduce wrangles and enhance
understanding between parties involved in the process of service provision (Kassinis, 2013).
Code of practice refer to the rules set up and either written or communicated orally, which dictate
how employees are to conduct themselves while providing services to their customers. They are
responsible for guiding such things as time management, discipline and the general behavior of
employees. When the relevant codes are effectively communicated to the employees, there are
chances of having coherence, consistence and uniformed behavior. On the other hand, their
absence results in people acting as they please, resulting in services that are mostly sub-standard.
Some of the techniques related to customer behavior include all those factors that affect their
decisions to make some buying choices. As such, there are two major techniques: One has to do
with the psychological factors, wherein such things as are need to conform to some social class,
people's attitude and their beliefs among others. Another set of factors has to with economics,
wherein are such things as people’s levels of income, availability of commodities in the market and
government policies on taxation.

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13. Explain two techniques for customer needs research.
14. Summarise your understanding of public relations relevant to customer
15. Summarise your understanding of product promotion relevant to cust
16. Describe a common policy or procedure approach for handling
There are a number of techniques that can be used to determine customer needs, key among them
the following; 1. Interviewing various partakers in the firm, beginning from the employees all the way
to the customers. This will help understand what each of these stakeholders needs. Letting the
employees express their opinions and desires will greatly help them feel as part of the firm leading
them to work with motivation. 2. Analyzing competitors. It is prudent to study what competitors in the
industry are doing as regards service provision. This will provide insight to the firm in question on
where they may not be doing right which will ultimately lead to improvement (Witell, 2011).
Public relations are key to the wellbeing and development of a firm in terms of customer service
provision this is because it helps enhance a firm's credibility. This happens through its ability to
communicate with the outside communicate through such things as corporate social responsibility,
efficient and timely customer care and adherence to laws and regulations of the countries in which it
operates. Maintaining a constantly acceptable public relation with the outside world is key in
customer service given the assurance it gives to the customer on the firm's commitment to remain
loyal to its customers. Conversely, a poor public relation image is a discouragement to potential and
current customers. Not many customers can be willing to seek services from an unreliable firm
(Keller, 2013).
Product promotion simply refers to the efforts put in place by a firm to advertise their services,
commodities and other goods in the market and seek to maintain their perpetuity in the market.
Product promotion is relevant in customer service for a number of reasons, most importantly being
that it actually introduces a customer to the firm. Secondly, product promotion is such that it will
facilitate entry of information on the goods to the market. This will ultimately lead to customers
having up to date information on the products of a firm, making them want to associate themselves
with the firm in question. It is important to note that even in general, product promotion helps a firm
get more successful in its areas of operation.
There is no absolutely right way to handling customer care. However this procedure can prove
instrumental if looked at objectively and with a clear mind. When handling customer complaint; 1.
Take time to study carefully what the actual problem is. Gather all the information that may be
needed. 2. Then seek clarity from the customer whether the problem at hand is exactly how you
have understood it 3. be empathetic with the customer while maintaining a high level of courtesy 4.
Argue objectively, avoiding by all means confrontations and laying blame on any party 5. Find out
the responsibility of the firm in relation to the problem at hand 6. Find out if the case can be handled
immediately or it should wait for some other time, and act appropriately. False promises should be
avoided at all costs. 7. Seek to know if the customer is satisfied with the solution. If not, suggest
alternatives to the customer. 8. Acknowledge the customer for trying to find solutions as amicably as
they would have done. 9. Follow up on the business to avoid recurrence of similar incidences that
may affect service delivery (Tax, 2010).

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17. Outline techniques you may use for dealing with customers with special need
18. What mathematical information might you need to interpret, understand and
providing great customer service?
19. List two physical and human resources you may require to effectively
customer service.
Customers with special needs include such people as the visually and hearing impaired, the crippled
among others. These category of people need specialized service, which can be achieved through
the following: 1. maintaining a high level of courtesy, open-mindedness and commitment in solving
their problems. 2. Ensuring to treat the disabled, first as people then as people with special needs.
This will handle the problem of making them feel like you are handling their issues out of sympathy.
3. Exercise patience, flexibility and respect while dealing with the people 4. Focus more on the issue
at hand and not on the customer, while ensuring you have their conditions at the back of the mind
(Chen, 2013).
One of the mathematical information that can be applied in this context is the rate at which
customers come back for more services. This can for instance be an equation relating the number of
people per unit time, the percentage of people that come back or the probability of getting new
clients as a result of advertisements or due to referrals among others. These can be instrumental
formulating the policies of a firm especially in relation to customer service.
Physical material refer to those tangible elements that facilitate the operations of a firm. in the case
of a service provision, there are a number of physical resources but most importantly there are two
resources- the physical structures or building in which services are offered and the tools, raw
materials and equipment that are manipulated to provide assistance of all nature. Human resources
are those intangible elements that can be offered by human beings in provision of services. Key
among them are skills and commitment to perform.

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20. What strategies might you use to obtain customer feedback?
21. List two systems, records or reports you might access to review customer
Depending on the nature of the firm, customer feedback can be achieved through several ways.
The commonest strategies include calling the customer regularly, monitoring social channels, using
e-mail surveys for potential a customer and those that have joined in the recent past. As well,
proactive lie chat support can be established by which the customer can communicate directly with
the firm. Alternatively, dedicated feedback forms can be made and placed on the website, by which
customers can be encouraged to fill and return them whenever possible. Additionally, feedback on
order confirmation page can come in handy in obtaining customer feedback (Green, 2012).
Several systems, records and reports can come in handy in reviewing customer service levels, key
among them the following the survey cards this gives details on the customers' rating on the
services they have obtained. As well, the KPI can be used whereby there is direct communication
between the customer and the service provider. The most popular form of KPI is the CSAT where
the service provider asks the customer to rate them based on their satisfaction from the offered
services.

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TASK 3 – Project: Managing customer service at
BizOps Enterprises
Purpose You will demonstrate your skills and knowledge by completing
scenario-based project.
Task overview
and context
You receive an email from Nancy Tooket, Managing Director: Retail
Operations.
Subject: Customer complaints
Congratulations on your recent promotion to the position
the service team of BizOps Enterprises.
As you know, the overall performance of the business has
but demand for the product range has dropped marke
managers no longer want to stock these products.
BizOps products have been very popularwith customers over the
because they can be customised. The drop-in demand is
and is having a large impact on BizOps’ sales income.
I have heard that customers are complaining about the time
fill special orders. It seems that the service team do not know
product range very well, and this frustrates customers. There
employee turnover in the customer service team, which is
a highly stressed and understaffed group. They work in faciliti
small, cluttered and disorganised. The recruitment officer has
commented that there is no position description for sales
they are unsure if the right applicants are being employed.
I need you to consider this. Start by reading the ‘Online
provided. Along with this, I have also provided a ‘Custo
report’.
Sincerely,
Nancy Tooket
Managing Director: Retail Operations
Online sales
report
For online sales, the efficient packaging and dispatch of
important. When online sales are taken, customers are guaranteed
‘same day dispatch’ if the products are in stock and
by 3 pm. The warehouse ‘pick and pack’ operations close
order for final despatches to leave at 4.30 pm. It is
standard order takes approximately 30 minutes to process,
special order may take up to one hour.
It has become obviousthat something is not right with
dispatch approach, as there are on average two compl
received from customers that their order was not dispatched
as promised. The management team have estimated that the
is losing at least an order a month where the customer

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if it has not been dispatched on time. The problem
large impact on online sales.
For more information on the impact this is having on busine
‘Customer service report’.
Customer
service report
The customer service team have reported that customers are
complaining particularly about the dispatch time for special orders
Other department managers have commented that the new wareh
personnel do not know the product range very well.
There seem to be a lot of new employees in the
determine whether the warehouse personnel do the same
trainingthat the sales and service team undertake.
In the past year, at least two major clients have decided
business with BizOps Enterprises. Both clients needed modified
products delivered over an 18-month period, but after initial
they did not return. Both clients stated that BizOps Enterprises was
disorganised, supply of stock was unreliable, products were freque
poor quality and it was ‘impossible to speak with the same
person’, resulting in a lack of ongoing familiarity
Two customer complaints have been received:
ž
Mrs Jones has contacted the online shop service line saying sh
not been emailed her loyalty bonus for the last three mo
service team have checked the customer records and it ap
loyalty bonus and customer details have been sent to the wr
email address. This has resulted in multiple purchases
being charged withouta discount.
ž
Mr Henderson has scheduled a meeting time to vis
owner of one of the main retail shops BizOps supplies its
to. Mr Henderson is frustrated and feels that he is
from his retail store as products ordered are never de
time. Mr Henderson wants BizOps to consider paying compensa
for lost business.
Instructions Now that you have an overview, read the ‘projecttasks &
section that follows. This section documents everything the compa
needs you to do.
You will be completing all project tasks in this section.
To complete the project,you will be using the following
Enterprises policies, procedures and templates relatingto custom
service.See instructions in “Resources required” below on how
these.
§ 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
You must complete the project unassisted by the assessor
personnel, but may refer to reference material as neede
Resources
required
The following BizOps Enterprise policies, procedures, templates
forms are required for this project to be completed:
Access these documents from MoodleAssessment tab for this unit.
o customer-service-policy.pdf
o customer-complaints-procedures.pdf
o customer-complaint-feedback-form.doc
o customer-complaint-register.doc
o customer-service-plan-template.doc
o report-template.doc
o service-measures-template.docx
o Workforce plan template.doc
Assessment
conditions
Assessment will be conducted in a safe environment where
gathered demonstrates consistent performance of typical activities
experienced in the customer service field of work and includ
§ legislation, regulations and codes of practice related to
customer service
§ business technology
§ workplace documentation and resources
§ complex customer complaints
§ interaction with others.
Reasonable
adjustment
If you are unable to undertake the project assessment as
please speak to your assessor.

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Project tasks& instructions:
You are to consider the customer service issues identified in BizOps Ente
strategies to addressthese issues. The focus is on how you would supervise
they deliver and maintain quality customer services to expected standards.
Processing software to develop your report for task 2(d) however, for
BizOps templates as instructed, and the spaces provided. Submit your documents
your assessment.
Task 1. Review the current ‘customer service policy’ and determine whether it
the customer service issues experienced. Report on the level of effectiveness by
components of the policy that are:
a) still effective but not being adopted by staff
b) not effective and need to be revised to better suit BizOps Enterprise
requirements
c) not relevant to BizOps Enterprises customer service requirements
There is a problem when it comes to efficiency in company. This is especially true for the packaging
and dispatch of goods. While it has been established that a standard order requires about thirty
minutes and a special order needs over an hour, the fact that this has not been achieved is a sign of
non-conformance to providing services efficiently.
One of the policies that seems to ineffective is that customers are charged fully in terms of bearing
responsibility for any trouble that may result in the process of their service delivery. This way,
customer service providers will find peace dealing with situations without anxiety all the time, unlike
when they may be required to work under pressure of being punished for their mistakes. The firm
needs to revise this policy.
From the BizOps Enterprises customer services requirements, all the information is relevant. None
is irrelevant, for there needs to be a clear understanding of how to treat customers and that is all the
policy has delved into.

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d) absent from the policy and need to be included.
Task 2. Using the two customer complaints provided, complete the follo
a) Outline the complexities of each complaint in terms of a satisfactory
the customer and BizOps Enterprises.
b) Using the BizOps customer complaints procedure, fill out the relevant
complaint feedback forms’. In the space provided, outline the steps you
investigate and addresseach complaint.
There are a number of policies that have not been fully covered in the policy. For instance the
measurement of standards has not been established clearly, leaving it ambiguous. That way, such
standards as accuracy, efficiency and speed have not been fully elaborated into depths.
Additionally, the repercussions of non-conformance has been addressed, and hence need to be.
Mrs Jones is complaining over the fact that her loyalty bonus has not been paid to her, to which
BizOps responds to by allowing her do multiple purchases without discount. arguing from the
perspective of quality service provision, the accuracy standard has not been achieved. it is wrong
that her loyalty bonus had been transferred to a wrong e-mail.
on the other hand, Mr. Hemderson is complaining about losing customers due to late deliveries. this
means that there is no strictness to ensuring speed atndards are obeyed and adhered to.
How to deal with the complaint
There in need to first keep record of all complaints raised against BizOps Enterprise.
Complaints are acknowledged with customers in time, usually within five days of working
The customer that receives the complaint investigates the problem at hand to establish its credibility.
In the case of failure by the employee to resolve the matter, he is supposed to forward the matter to
their seniors.
The steps taken to resolve the matter at hand are recorded accurately on the customer complaint
form
Customers are informed of the results of their problems.

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c) Outline what records you would retain as each complaint is resolved.
d) Prepare a brief report (using the BizOps report template) for a BizO
meeting. Summarise the nature of the customer complaints, and their
against the customer service policy.
Team-based Task 3. (see ‘Observation task 4’ for instructions)
You will be working as part of a team (3 or 4 members),
may be causing customer service issues at BizOps Enterprises. Develop a custo
to improve product sales and ongoing customer service.Use the BizO
service plan template’ to do this. You will need to:
a) be specific to your team.
b) include any quality, time or cost specifications required.
c) outline how you would seek customer feedback.
d) include how you would review these, once implemented, to ensure effectiveness.
Task 4. You must also prepare a report for the executive team on
problems to be addressed in the BizOps operations, and include recommend
expected that you will use the technological tools commonly found in busi
carry out this process(e.g. computers with appropriate word processing software,
databases, etc.).
The report is to be developed on the BizOps Enterprises ‘report template’
following:
a) An outline of two customer service system problems
b) The processyou would follow to investigate and addresseach problem
c) Possible ideas or improvements that could solve the problems, and p
would consult regarding possible solutions
d) Records you would retain as each system problem is resolved
Task 5. Use the BizOps Enterprises ‘servicemeasures template’ to prepare
measurement plan for the warehouse dispatch staff. This will allow customer
to be monitored and achieved.
Some of the records to retain include:
The customer complaint form;
The customer feedback form and;
The document holding the steps to solving the problem.

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TASK 4: Observation
Purpose Your performance will be documented while being observed by
assessor.
Observation
instructions
You will be observed by your assessor working as
investigating two of the system problems that may be ca
customer service issues at BizOps Enterprises.
You will be collaborating with team members to develop
service plan specifically to improve product sales and on
customer service according to project context and task 3 te
project instructions.
Your assessor will assess your required skills and knowledg
observing your performance to work as part of the te
the observation checklist below.
Resources required The following materials and recourses are required fo
observation to be undertaken:
ž
BizOps Enterprises ‘customer service plan template’.
ž
BizOps Enterprises customer service polices and plans
ž
Computer
ž
internet access
Assessment
conditions
Assessment will be conducted in a safe environment w
gathered demonstrates consistent performance of typical activities
experienced in the customer service field of work and in
to:
§ legislation, regulations and codes of practice related to
customer service
§ business technology
§ workplace documentation and resources
§ complex customer complaints
§ interaction with others.
Reasonable
adjustment
If you are unable to undertake the observation assessme
designed, please speak to your assessor.

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Observation Checklist
You will be assessed according the following criteria:
ž
Identifying and using appropriate agreements and procedures when communicating
colleagues and/or customers
ž
Using listening and questioning techniques to obtain feedback and confirm
ž
Consulting appropriate individuals and groups using language suitable to diverse
ž
Collaborating with others taking into account their strengths and experience to
outcomes
ž
Making decisions to overcome problems and adapt customer services,
delivery
ž
Accepting responsibility for addressing complex or non-routine difficulties
solving processes in determining a solution