Portfolio and Risk Simulated Activities (pdf)
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Added on 2021-02-19
Portfolio and Risk Simulated Activities (pdf)
Added on 2021-02-19
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T-1.8.1_v3Details ofAssessmentAssessment TypePortfolio and SimulatedActivities (Individual)Due DateWeek 4RoomDetails of SubjectSubject NameCustomer ServiceDetails of Unit(s) ofcompetencyUnit Code (s) and NamesBSBCUS501 Manage Quality Customer serviceDetails of StudentDetails of AssessorAssessor’s NameAssessmentOutcomeAssessment Result Competent Not Yet Competent Marks/50Feedback to StudentProgressive feedback tostudents, identifying gaps in competency andcomments on positive improvements:Assessor Declaration: I declare that I have conducted a fair, valid, reliable and flexible assessment with this student. Student attended the feedback session. Student did not attend the feedback session.Customer Service, Assessment No.1 v1.0 Last updated on 11/06/2019 by MMPage 1
T-1.8.1_v3Purpose of the AssessmentThe purpose of this assessment is to assess the student in the following learning outcomes:Competent (C)Not Yet Competent(NYC)1.1 Investigate, identify, assess, and include the needs of customers in planning processes 1.2 Ensure plans achieve the quality, time and cost specifications agreed with customers 2.1 Deliver products and services to customer specifications within organisation’s business plan 2.2 Monitor team performance to consistently meet the organisation’s quality and delivery standards 2.3 Help colleagues overcome difficulties in meeting customer service standards 3.1 Develop and use strategies to monitor progress in achieving product and/or service targets and standards 3.2 Develop and use strategies to obtain customer feedback to improve the provision of products and services 3.3 Develop, procure and use resources effectively to provide quality products and services to customers 3.4 Make decisions to overcome problems and to adapt customer services, products and service delivery in consultation with appropriate individuals and groups 3.5 Manage records, reports and recommendations within the organisation’s systems and processes Assessment/evidence gatheringconditionsEach assessment component is recorded as either Competent (C) or Not Yet Competent (NYC). A student can only achieve competence when all assessment components listed under “Purposeof the assessment” section are recorded as competent. Your trainer will give you feedback afterthe completion of each assessment. A student who is assessed as NYC (Not Yet Competent) is eligible for re-assessment.Resources required for this AssessmentCustomer Service, Assessment No.1 v1.0 Last updated on 11/06/2019 by MMPage 2
T-1.8.1_v3Computer with relevant software applications and access to internetWeekly eLearning notes relevant to the tasks/questionsInstructions for StudentsPlease read the following instructions carefullyThis assessment has to be completed In class At homeThe assessment is to be completed according to the instructions given by your assessor.Feedback on each task will beprovided to enable you to determine how your work could be improved. You will be provided with feedback on your work within two weeks of the assessment due date. All other feedback will be provided by the end of the term.Should you not answer the questions correctly, you will be given feedback on the results and your gaps in knowledge. You will be given another opportunity to demonstrate your knowledge and skills to be deemed competent for this unit of competency. If you are not sure about any aspects of this assessment, please ask for clarification from your assessor.Please refer to the College re-assessment for more information (Student Handbook).INSTRUCTIONS:This assessment is to be completed by Week 4. Kindly check eLearning for details. Explain thoroughly what is required. If you are using other websites or books, kindly indicate these references. You may need to conduct some research of your own to complete these tasks. Books and the Internet are useful sources of information.Cut and paste answers and COPYING from classmates, even from the previous terms, will have NO MARKS. Late assessments will get a maximum mark of 25/50.Customer Service, Assessment No.1 v1.0 Last updated on 11/06/2019 by MMPage 3
T-1.8.1_v3ASSESSMENT TASKS (10 TASKS = 10 x 5 = 50 marks)TASK1. Assume you are the store manager of a fashion retail store. The store is relatively new in this area and you have witnessed that there are several complaints about customer service. These complaints are regarding compliant resolution, complaint records, service quality, prompt service, and customer feedback. Your task is to prepare a complaint and feedback form for the store to have appropriate recordkeeping and tracking of complaints, returns, requests and feedback.TASK 1, TASK 2 and TASK 3 is within one organisational context and are in a sequel.Customer ServiceCustomer Service refers to the type of services which has been provided by the companies totheir customers before, during and after the purchasing of goods and services offered by theorganization to them (Hoyle, D., 2017). It is basically related to the process of making sure about thecustomers satisfaction and customer experience with the company, employees, products or servicesand business environment. This service can be in the form of face to face conversation, phoneconversation or customer care system or other mediums. It is very important for the company in orderto maintain a good relationship with customers and ensure about the customer satisfaction (Jaca andPsomas, 2015).Preparation of a Complaint to the store manager of General Pants Co.FromJohn Damon,Brisbane, Queensland,Australia.ToThe store manager,General Pants Co.,Sydney, Wales,Australia.Preparation of Feedback FormDear Sir, Subject: Defective product complaintI bought a product from your store in 15th August 2019. The product is not qualitative as demonstratedby one of your employees. When I talked about this to the employee at your store, heCustomer Service, Assessment No.1 v1.0 Last updated on 11/06/2019 by MMPage 4
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