Customer Service Skills Assessment for Desklib

This assessment evaluates the customer service skills of Desklib including handling customer enquiries, learner support, customer feedback and complaints. It includes questions on customer service procedures, mobile phone etiquette, learner driver client details form, and more. The assessment also covers the importance of collecting and analyzing positive and negative feedback, and key requirements for developing a complaints handling policy.

PROJECT 5 – CUSTOMER SERVICE SKILLS
WRITTEN ASSESSMENT
Student Name Date
ASSESSOR’S DECISION Satisfactory
Attempt 1 Date
Attempt 2 Date
Attempt 1 Feedback for
Trainee
Attempt 2 Feedback for
Trainee
Assessor Name
Assessor Signature
Date
Note to assessor: Please record
any reasonable adjustment that
has occurred to this assessment.
(ATTENTION APPLICANTS – PLEASE IGNORE ANY REFERENCES TO “MAPPING” IN GREEN eg MAPS TO TLIC3036 – K.E.8)
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PLEASE EMAIL ANSWERS TO
SECTION 1: CUSTOMER SERVICE
Q1.1: True or False?
A CUSTOMER is a party that receives or consumes products (goods or services) and has the
ability to choose between different products and suppliers.
ANSWER: True
(MAPS TO: TLII1002 – KE1)
Q1.2: True or False?
A customer service policy is a written document that employees follow when dealing
with customers who are not satisfied with company's products or services.
ANSWER: True
(MAPS TO: TLII1002 – KE1)
Q1.3: Short Answer:
What is CUSTOMER SERVICE PROCEDURE?
ANSWER: It is a set of manual drought by the firms to evaluate its approaches
to continual situations for instance interacting with customers.
(MAPS TO: TLII1002 – KE1)
Q1.4: True or False?
Customer service is the provision of service to customers before, during and after a
purchase.
ANSWER: True
(MAPS TO: TLII1002 – KE1)
Q1.5: Short Answer:
What is the purpose of the Competition and Consumer Act 2010 (CCA)?
ANSWER: This law ensures that trading is fair for business as well as their
consumers.
(MAPS TO: TLII1002 – KE1)
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Q1.6: Short Answer:
Please complete the LEARNER DRIVER CLIENT DETAILS FORM below for Steve. Steve is
enrolling today for training with you.
Steven William Jones (male) had his 16th birthday LAST MONDAY and
has a learners permit and a hard copy of the logbook which he prefers
to use instead of the APP. To date he has 0 logbook hours.
His nationality is Australian, he attends school locally and is in year 11.
He loves physics at school. He hates sport. He is allergic to peanuts.
He wants to learn how to drive an automatic and is excited but
nervous. His licence number is 123456; his mobile [phone]; his
email [e-mail]
Steve and his mum happy to have his photo posted on social media
when he passes. They are also happy to have in the in car camera
operating during training.
Steve lives at 2 Physics Street, Equation Town Q 1234. He lives at home
with his mum Janice Jones whose number is 0400 000 01.
Janice was the one who booked the lesson after seeing you training in
the local area.
LEARNER DRIVER CLIENT DETAILS FORM
Language Literacy and Numeracy (LLN)
Watto Training is committed to supporting all of its trainees in successfully completing their selected
training. To assist you in this area can you please TICK the box below that best reflects your position
regarding you LLN status:
I do not require any assistance with LLN for the course I am choosing to undertake.
I am unsure if my LLN standard is sufficient for the level of study I am undertaking. I will
complete an LLN assessment for Watto Training to review.
Trainee: Please complete the fields below:
Today’s Date: 12th July 2021
Full Name(s): Steven William Jones
Preferred Name: (if different from above): Steve
Class of training (C, C/A, LR, MR, HR, HC)? class: ___________ Automatic or Manual Vehicle or Synchro
(B) (please circle): Vehicle
Date of Birth: 5th July 2005
LICENCE Number: 123456
PTO…
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Mobile: [phone]
Email: [e-mail]
Your Street Address: 2 Physics Street
Town/suburb: Equation Town
Post code: Q 1234
Your Sex (please circle): Male Female Indeterminate/Intersex/Unspecified
STUDENT: PLEASE COMPLETE THIS SECTION
Q1: Do you have disabilities, medical issues, intolerances, allergies we should be aware of? If you have
any special instructions / information – please feel free to note below.
Allergic to peanuts.
Q2: How did you find out about our training services? (please tick)
Friend
Transport Department
Linkedin
website
Print advertising
Facebook
ADTA advertising
Youtube
twitter
google
other
Watto Training often takes photos and videos of assessment activities for collecting evidence of
competency; however will NOT use your image in a public forum unless you give consent.
Q3: Do you give consent for Watto Training to use your image eg social media such as Watto Training
– facebook/twitter?
Yes
No
Q5: Do you give consent for Watto Training to use in vehicle recording devices?
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Yes
No
PTO…
STUDENT: PLEASE COMPLETE THIS SECTION (this person will only be contacted in an emergency
situation)
Emergency Contact Name: Janice Jones
Relationship: Mother
Emergency Phone: [phone]
+++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++
MAPPING: COMPLETING DOCUMENTATION related to providing customer service (MAPS TO TLII1002 – 3PE)
Q1.7: Short Answer: Outline TWO KEY PRINCIPLES of mobile phone etiquette.
PRINCIPLE 1: Keep mobile silent
PRINCIPLE 2: Use the hands free device while in the car
(MAPS to TLII1002-PE2: Communicating effectively with others when providing customer service, including using appropriate
telephone techniques)
Q1.8: Use the Sample Telephone Greeting below as a foundation for writing your own
Telephone Greeting in the space provided.
“Good morning (afternoon) thank you for calling ABC Business. This is Tiffany how may I
help you?”
ANSWER: Good Morning, Thank you for calling XYZ business solutions, you
are speaking to Jenny Beccom. How may I assist you?
SECTION 2: LEARNER SUPPORT
Please read SECTION 2 of your LEARNING GUIDE then answer the questions below.
There is also a Watto Training YouTube Tutorial available if you copy the following web
address, paste it into your web browser and hit RETURN:
https://www.youtube.com/watch?v=Un8Wt6T1Wys
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Q2.1: For each of the Special Needs headings below, list ONE possible issue, as well as ONE
possible strategy for offering special needs learners support in their training program. (you
can answer this question from whatever context you like….it could be classroom delivery,
in vehicle, on-line)
A: Disability (MAPS TO TLII1002 – 8.1PE; TLIM4001 – 2KE)
One Possible issue:
Speaking
One Strategy:
Use support person
B: Gender (MAPS TO TLII1002 – 8.1PE; TLIM4001 – 2KE)
One Possible issue:
Cultural
One Strategy:
Cultural issues
C: Indigenous (MAPS TO TLII1002 – 8.1PE; TLIM4001 – 2KE)
One Possible issue:
Writing
One Strategy:
Use demonstration- assess knowledge rather than talking.
D: Age (MAPS TO TLII1002 – 8.1PE; TLIM4001 – 2KE)
One Possible issue:
Educational background
One Strategy:
Read printed information to the applicant
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E: Language (MAPS TO TLII1002 – 8.1PE; TLIM4001 – 2KE)
One Possible issue:
Confidence
One Strategy:
Utilize videos for practical demonstration question and discuss the performance
with superiors
Q2.2: Name TWO Student Support Services that students in need may be referred to by a
trainer, as well as the contact number for the organisation/agency.
ANSWER 1: Mission Australia Helpline 1300 886 999
ANSWER 2: Life Line 131 114
SECTION 3: HANDLING CUSTOMER ENQUIRIES
TUTORIAL:
If you watch this YouTube video it will help you to be able to answer Q3.1 and Q3.2 in
Project 5.
TITLE: Handling Learner Driver Enquiries (class c) - Tutorial
https://www.youtube.com/watch?v=CDqQLGVhhFM&t=9s
Copy and paste the web address, into your web browser, hit RETURN, then the video will
come up.
Learner: Steven William Jones
Nationality – Australian
Age: 16 years old
Automatic C class
Location: Cairns
Logbook hours 0
MAPS to: Handling CUSTOMER QUERIES and complaints effectively (TLII1002-PE4); Reading and interpreting instructions,
procedures, information and labels relevant to providing customer service (TLII1002-PE7)
Q3.1: Learner Steve makes an enquiry with you. List TWO INITIAL QUESTIONS you (as
trainer) will ask Steve to gather information about him and/or his situation?
QUESTION 1: Do you have learner's permit?
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QUESTION 2: Would you like to do manual or automatic?
Learner: Bernie Brown (male) – 21yo
Nationality: Australian
Location: Strathpine
Time: 1:10pm
Class: C (automatic)
Logbook hours 80
Q3.2: Bernie makes an enquiry with you. He has his sights set on a driving test. List TWO
QUESTIONS you (as trainer) will ask Bernie to gather information about him and/or his
situation?
QUESTION 1: How have your driving sessions been going?
QUESTION 2: Anything you have struggled with?
Please read the following information then answer the question that follows:
Professional driving lessons - RACQ
Once you’ve passed your written road rules test, start learning to become the safest driver
possible by having lessons with a professional instructor.
When you want to start driving lessons and are looking for an accredited driving instructor,
don’t assume cheapest is best. Keep the following in mind:
 the instructor’s licence and experience
 the length of the lessons
 whether they follow a structured approach with defined objectives
Our network of approved driving schools helps novice drivers take the right steps towards
establishing correct driving skills, knowledge and behaviour.
Q3.3: Give TWO REASONS why a learner may choose to train with an approved RACQ driving
school?
REASON 1: Providing roadside assistance
REASON 2: Providing insurance facilities
Q3.4: Please have a look at the free2go.com.au website then answer the question that
follows:
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https://www.free2go.com.au/
What is the purpose of RACQ’s Free2Go youth program?
ANSWER: The program is designed to give young drivers practical advice on
everything from getting that first job their licence and a car, to managing their
money and tips for travel.
(MAPS TO TLII1002 – 5KE)
SECTION 4: CUSTOMER SERVICE SUPPORT
Q4.1: What action should a driver trainer take if they have a question about licencing that
they are unsure about? (ie Who could they consult with for assistance?) (minimum 1
answer) (MAPS TO TLII1002 – P. C. 1.3)
ANSWER: If a driver or trainer have a question about licensing that they are
unsure about, they can ask for assistance from co-worker, manager or
transport department staff.
SECTION 5: CUSTOMER FEEDBACK
Q5.1: Give TWO REASONS why it’s important to collect and analyse POSITIVE feedback?
REASON 1: Feedback is effective listening
REASON 2: Feedback can motivate
Q5.2: Give TWO REASONS why it’s important to collect and analyse NEGATIVE feedback?
REASON 1: Feedback can improve performances
REASON 2: It is a tool for continuous learning
Q5.3: What are TWO SYSTEMS a business can implement to gauge feedback from their
clients?
SYSTEM 1: Set goals and targets for service
SYSTEM 2: Keep records of customer interactions
Q5.4: What are TWO things you can do to meet your customer’s expectations in business?
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ANSWER 1: Understand consumers requirements
ANSWER 2: Meet the customers needs and desires
SECTION 6: CUSTOMER COMPLAINTS
Q6.1: What are FOUR KEY REQUIREMENTS you should include when developing a
complaints handling policy?
REQUIREMENT 1: Make it easy for all customers complaint policy.
REQUIREMENT 2: Set a time frame to respond to a complaint.
REQUIREMENT 3: Give one person complete responsibility for managing the
complaint from beginning to end, so that the customer do not have to repeat
their complaint to different staff.
REQUIREMENT 4: Involve other staff members as well in creating the policy.
Q6.2: For each of the common customer complaints below, list ONE STRATEGY for each you
could use to help overcome the complaint.
MAPS to:
Handling customer queries and COMPLAINTS effectively (TLII1002-PE4)
Reading and interpreting instructions, procedures, information and labels relevant to providing customer service (TLII1002-PE7)
A: Faulty product
STRATEGY: Investigate the fault with the manufacturer.
B: Incorrect descriptions of the product
STRATEGY: Adequately train employees in the products they are selling.
C: Poor client service
STRATEGY: Rotate staff so that they can enhance their knowledge of other
areas
D: Slow delivery
STRATEGY: Investigate lead times.
E: Poor response to information request
STRATEGY: Set procedures and time frames on how and when to respond to
requests.
F: Lack of communication
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STRATEGY: Train staff in communication skills.
G: Rude staff
STRATEGY: Develop and use disciplinary procedures.
H: Uninformed staff
STRATEGY: Encourage teamwork and support.
I: Promises not carried out
STRATEGY: Train staff in good customer service.
J: Repeated complaints from the same client(s)
STRATEGY: Examine the nature of complaint.
Q6.3: Fill the gaps:
POSSIBLE ANSWERS: complaints concern
A: a ‘_______?_______’ is an issue of interest (because of its importance and effect) which is
raised informally in order to improve or change a situation.
ANSWER: A concern is an issue of interest which is raised informally in order
to improve or change a situation.
B: a ‘_______?_______’ is an expression of grievance or resentment where the complainant
is seeking redress or justice.
ANSWER: A complaint is an expression of grievance or resentment where the
complaint is seeking redress or justice
TUTORIAL:
If you watch this YouTube video it will help you to be able to answer Q6.4 in Project 5.
TITLE: Course Evaluation Questions you may ask a student on a Feedback Form
https://www.youtube.com/watch?v=-78a0MYl_ts
Copy and paste the web address, into your web browser, hit RETURN, then the video will
come up.
Q6.4: What are TWO QUESTIONS a Driving School could ask on a student feedback form?
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QUESTION 1: The instructor was well prepared for lessons.
QUESTION 2: The trainer was polite, courteous and respectful.
Q6.5: Why do the questions that are asked on a customer feedback form need to be given
careful consideration? (no more than 1 sentence answer please)
ANSWER: It shows the firm value to their customers opinions.
Q6.6: Why is it beneficial to know the customer service that is being offered by a business’s
competition / or from another angle services provided in another jurisdiction? (no more
than 1 sentence answer please)
ANSWER: To understand the specifics of the marketplace.
Q6.7: Is it important to provide quality service only to clients that could provide significant
income for your business? (ie is it always about the money!?) Explain. (no more than 1
sentence answer please)
ANSWER: Target company efforts on that marketplace , which should increase
the return on marketing investment and enhance company sales yield.
Q6.8: What are TWO WAYS a business could verify if quality customer service procedures
are being effectively and sustainably delivered to its customers?
(NB: VERIFY – meaning to check whether something is true: to check whether or not
something is true by examination, investigation, or comparison)
ANSWER 1: Listen to the customers
ANSWER 2: Respond promptly
Q6.9: What is ACTIVE LISTENING? (1 sentence answer please)
ANSWER: Active listening is a way of listening and responding to another
person that improves mutual understanding.
Q6.10: What is one barrier to ACTIVE LISTENING?
(1 sentence answer please; dot point(s) acceptable)
ANSWER: One barrier to active listening is in-appropriate non verbal cues.
SECTION 7: CUSTOMER RELATIONSHIPS (DUTY OF CARE AND NEGLIGENCE)
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(MAPS to TLII1002-KE3: relevant duty of care responsibilities)
Q7.1: Please read the information below then answer the question that follows.
Common hazards for slips and trips in outside areas are as follows:
 paths – uneven paving, changes in level, or affected by wet leaves, moss, sand or
gravel
 steps – inconsistent sizes, uneven, lack of handrails
 ramps – too steep, slippery, lack of handrails
 tree roots and vegetation – that disrupt walkways and/or vision
 small holes or potholes
 surfaces that become slippery when wet – e.g. pebbles, tiles, some painted timbers,
drain covers
 irregular surfaces – such as bushy/rocky areas, stone paths
 lawns and grasses – especially when wet or concealing uneven ground
 kerbs, gutters, around drains or grate covers
 car park areas
 exposed watering systems or hoses.
Outline at least TWO STRATEGIES that you as a trainer will use to minimise the risk of a slip
or trip to your student and yourself as part of your daily training duties.
STRATEGY 1: Clean up spills immediately. If a spill can't be cleaned up right
away, place “wet floor” warning signs for workers.
STRATEGY 2: Replace burnt out light bulbs promptly.
SECTION 8: STAFF
Q8.1: Give ONE reason why is it important to train your staff in how to deliver quality
customer service?
ANSWER: It important to train your staff in how to deliver quality customer
service because staff is an investment for business and important for meeting
business goals.
Q8.2: What is the value of conducting performance reviews of your staff? (one answer
required)
ANSWER: The value of conducting performance reviews of your staff is an
effective way to recognise and reward staff contributions which can help to
retain the expertise.
Q8.3: Give TWO BENEFITS of a staff performance review.
BENEFIT 1: Identify performance issues early
BENEFIT 2: Provide feedback
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END OF ASSESSMENT
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