Customer Service Skills Assessment for Desklib

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)
Assignment 5 – Customer Service - Written Questions to – v1.0 Page 1 of 14

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)
Assignment 5 – TLII1002 - Self-Paced Written Questions to – v1.0 Page 2 of 14

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...
Assignment 5 – TLII1002 - Self-Paced Written Questions to – v1.0 Page 3 of 14

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?
Assignment 5 – TLII1002 - Self-Paced Written Questions to – v1.0 Page 4 of 14