Manage Organisational Customer Service - BSBOPS505

Assessment
Task 2
Manage organisational
customer service
BSBOPS505
Student Declaration
To be filled out and submitted with assessment responses

◻ I declare that this task and any attached document related to the task is all my own work and I
have not cheated or plagiarised the work or colluded with any other student(s)
◻ I understand that if I am found to have plagiarised, cheated or colluded, action will be taken
against me according to the process explained to me
◻ I have correctly referenced all resources and reference texts throughout these assessment
tasks.
◻ I have read and understood the assessment requirements for this unit
◻ I understand the rights to re-assessment
◻ I understand the right to appeal the decisions made in the assessment
Unit Title
Unit Code
Student
name
Student ID
number
Student
signature
Date
Task Number
------OFFICE USE ONLY-----
For Trainer and Assessor to complete:
Innovation and Business Industry Skills Council Ltd, 1st Edition
BSBCUS501 V4-2015
Page 2 of 32
RTO Provider: 91153 - CRICOS Code: 02672K

◻ Student requested reasonable adjustment for the assessment
Marking
Completed successfully
Did the student satisfactorily:
Comments
Y
N
DNS
The student has satisfactorily completed
and submitted the following:
 Record of standards, budget and
timelines in Task 2.1A
 Selection of three ideas with
justification in Task 2.1B
 Customer service charter and plan in
Task 2.1C
 Customer support policy in Task 2.1C
 Record keeping policy in Task 2.1C
 Email report to the board in Task 2.2A
 Email to address the Yore Mine Co’
complaint in Task 2.2B
 Observation checklist (Role-Play Task
2.2. c) )
 Record of the outcome of the meeting
with Mary in Task 2.2C
The student actively participate in the
focus group session organised to discuss
customer service standards and planning:
 Facilitated the session effectively
 Encouraged others to provide inputs
and feedback
 Discussed and agreed on customer
service standards
 Agreed on planning requirements
 Took notes during the session
 Listened actively
 Provided expert guidance on quality
customer service
 Used questioning to gather feedback
and inputs from the other participants
Feedback in comments.
Demonstrated ability to:
 Consult with customers to identify
customer service requirements
 Use strategies for obtaining customer
feedback on the provision of product
Innovation and Business Industry Skills Council Ltd, 1st Edition
BSBCUS501 V4-2015
Page 3 of 32
RTO Provider: 91153 - CRICOS Code: 02672K

Marking
Completed successfully
Did the student satisfactorily:
Comments
Y
N
DNS
and service
This is evidenced by:
 Record of standards, budget and
timelines in Task 2.1A
 Selection of three ideas with
justification in Task 2.1B
 Active participation in focus group
session (Refer to Marking Sheet)
Demonstrated ability to:
 Integrate customer feedback into
organisation's business plan
 Identify and procure resources
required to address customer service
requirements
This is evidenced by:
 Customer service charter and plan in
Task 2.1C
 Customer support policy in Task 2.1C
 Record keeping policy in Task 2.1C
Demonstrated ability to:
 Deliver product and service according
to customer specifications within
organisation's business plan
This is evidenced by:
 Email to address the Yore Mine Co’
complaint in Task 2.2B
Demonstrated ability to:
 Monitor team performance and assess
against the organisation's quality and
delivery standards
 Support colleagues to overcome
difficulties in meeting customer service
standards
This is evidenced by:
 Email report to the board in Task 2.2A
 Record of the outcome of the meeting
with Mary in Task 2.2C
 Observation checklist in Task 2.2C
Demonstrated ability to:
 Adapt delivery of customer product
and service in consultation with
Innovation and Business Industry Skills Council Ltd, 1st Edition
BSBCUS501 V4-2015
Page 4 of 32
RTO Provider: 91153 - CRICOS Code: 02672K

Marking
Completed successfully
Did the student satisfactorily:
Comments
Y
N
DNS
relevant individuals and groups
This is evidenced by:
 Record of standards, budget and
timelines in Task 2.1A
 Selection of three ideas with
justification in Task 2.1B
 Customer service charter and plan in
Task 2.1C
 Customer support policy in Task 2.1C
 Record keeping policy in Task 2.1C
 Email to address the Yore Mine Co’
complaint in Task 2.2B
Demonstrated ability to:
 Manage records, reports and
recommendations within the
organisation's systems and processes
This is evidenced by:
 Customer service charter and plan in
Task 2.1C
 Customer support policy in Task 2.1C
 Record keeping policy in Task 2.1C
 Email report to the board in Task 2.2A
 Email to address the Yore Mine Co’
complaint in Task 2.2B
 Record of the outcome of the meeting
with Mary in Task 2.2C
When collaborating with the group, the
student has actively participated in group
work with a substantial contribution that
can be assessed individually for all the
requirements of this task.
Task Outcome: Satisfactory Not Yet Satisfactory
Student Name:
Assessor Name:
Assessor Signature:
Date:
Innovation and Business Industry Skills Council Ltd, 1st Edition
BSBCUS501 V4-2015
Page 5 of 32
RTO Provider: 91153 - CRICOS Code: 02672K

Table of Content
Task 2 – Establish customer service requirements and ensure the delivery
of quality products and services..........................................................................7
Task 2.1 Plan to meet internal and external customer requirements.......................10
Task 2.2 Ensure delivery of quality products and services.........................................15
Appendix 1 –Innovative Widgets Scenario........................................................17
Appendix 2 –Innovative Widgets Customer Service Delivery........................19
Appendix 3 –Innovative Widgets Complaints policy and procedures...........22
Task 2 – Establish customer service requirements and
ensure the delivery of quality products and services
Task summary and instructions
What is this
assessment task
about?
Innovative Widget is a business that is planning to make
customer service a core competency of their organisation
and wants to improve their current customer service
Innovation and Business Industry Skills Council Ltd, 1st Edition
BSBCUS501 V4-2015
Page 6 of 32
RTO Provider: 91153 - CRICOS Code: 02672K