BSBCUS501 Manage Quality Customer Service Assessment

ILSC Business College: BSBCUS501 Assessment Version 2.1017
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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 following conditions:
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 and the appeals process and
understand I may appeal if I believe the assessment is not equitable, fair or just.
I agree to participate in this assessment, and I am ready to be assessed.
I declare that the attached is my own work or in collaboration with other members of a group
as required.
I have acknowledged all sources where appropriate in accordance with ILSC’s Academic
Integrity Policy, and I believe other group members have done the same.
Submitting your assessment: Complete all assessment tasks, save, and upload in Moodle for grading. Please
view the videos on submitting work through Moodle in the FAQ section of your VET Orientation course. Check
Moodle grades and feedback on your submission. You will receive an email notification when your assessment
has been graded.
Assessor’s acknowledgement:
Please verify each of the following principles of assessment by placing a tick in each box. Refer to the
assessor's handbook for further information if required.
Authentic: The assessor is assured that the evidence presented for assessment is the learner’s
own work.
Valid: The assessor is assured that the learner has the skills, knowledge and attributes as
described in the module or unit of competency and associated assessment requirements.
Current: The assessor is assured that the assessment evidence demonstrates current
competency. This requires the assessment evidence to be from the present or the very recent
past.
Sufficient: The assessor is assured that the quality, quantity and relevance of the assessment
evidence enable a judgement to be made of a learner’s competency.

ILSC Business College: BSBCUS501 Assessment Version 2.1017
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How to work through your assessment
Your assessment is designed to assess your performance of competency for the unit BSBCUS501
Manage quality customer service, Release 2. Your assessor will help you fully understand
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 develop
strategies to manage organisational systems that ensure products and
services are delivered and maintained to standards agreed by the
organisation.
The key outcomes are:
§ Plan to meet internal and external customer requirements
§ 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 Moodle Quizzes
Task 2: Questioning
Task 3: Project: Managing customer service at work
Task 4: Observation
Complete the
following tasks
ü Task 1: Online Moodle Quizzes
You will be completing online Moodle quizzes for each topic to
demonstrate your knowledge of the unit requirements. These are self-
marking.
ü Task 2: Questioning
You will be demonstrating a sound knowledge of the unit requirements
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 by
completing a scenario-based project.
ü Task 4: Observation
Your performance will be documented while being observed by your
assessor in a simulated off-the-job situation that reflects the workplace.

ILSC Business College: BSBCUS501 Assessment Version 2.1017
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TASK 1- Please complete the following online quizzes
on Moodle:
§ Topic 1 Online Quiz
§ Topic 2 Online Quiz
§ Topic 3 Online Quiz
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 to be
completed satisfactorily.
There is no restriction on the length of the question responses.
You must complete all questions unassisted by the assessor or
other personnel, but may refer to reference material as needed.
Resources required You may use the learning resources, training materials and
relevant documents to research information when answering
questions.
Assessment
conditions
Assessment will be conducted in a safe environment where
evidence gathered demonstrates consistent performance of
typical activities experienced in the customer service field of work
and include access 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 respond to the questions in written form, an
interview may be used as an alternative approach if negotiated
with your assessor.

ILSC Business College: BSBCUS501 Assessment Version 2.1017
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Please provide answers 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 service.
3. Identify two best practice approaches to customer service standards.
4. Outline how equal employment opportunity legislation may impact customer service.