Knowledge Assessment - Manage Quality Customer Service

Knowledge Assessment
Criteria
Unit code, name and release number
BSBCUS501 - Manage quality customer service (2)
Qualification/Course code, name and release number
BSB50415 - Diploma of Business Administration (2)
Student details
Student number
Student name
Assessment Declaration
This assessment is my original work and no part of it has been copied from any other
source except where due acknowledgement is made.
No part of this assessment has been written for me by any other person except where
such collaboration has been authorised by the assessor concerned.
I understand that plagiarism is the presentation of the work, idea or creation of another
person as though it is your own. Plagiarism occurs when the origin of the material used is
not appropriately cited. No part of this assessment is plagiarised.
Student signature and Date

Version: 20191008
Date created: 02/04/2021
Date modified: 16/12/22
SkillsPoint Technology and Business Services SkillsPoint

Assessment instructions
Table 1 Assessment instructions
Assessment details Instructions
Assessment
overview
The objective of this assessment is to assess your knowledge and
performance as would be required to review the current level of
customer service provided and ensure that products and/or
services are delivered and maintained to standards agreed by the
organisation and the customer
Assessment Event
number
3 of 3
Instructions for this
assessment
This is a written assessment and it will be assessing you on your
knowledge of the unit.
This assessment is in 2 (two) parts:
1. Questions requiring written responses
2. Assessment feedback
Submission
instructions
On completion of this assessment, you are required to upload it or
hand it to your trainer for marking.
It is important that you keep a copy of all electronic and hardcopy
assessments submitted to TAFE and complete the assessment
declaration when submitting the assessment.
What do I need to do
to achieve a
satisfactory result?
To achieve a satisfactory result for this assessment all questions
must be answered correctly.
What do I need to
provide? USB storage device or access to Cloud storage, internet access.
Time allowed
Refer to Unit Assessment Guide for due dates.
The estimated time for a student to complete this assessment 3
(three) hours. Students may complete the assessment outside of
the classroom and submit to their teacher for marking.
Supervision
Your assessor may ask for additional evidence to verify the
authenticity of your submission and confirm that the assessment
task was completed by you, if you completed the assessment
unsupervised.
Assessment
feedback, review or
appeals
Appeals are addressed in accordance with

MANAGING QUALITY
CUSTOMER SERVICE