Task 3 - Manage Organisational Customer Service | BSBOPS505

Assessment
Task 3
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
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signature
Date
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------OFFICE USE ONLY-----
For Trainer and Assessor to complete:
◻ Student requested reasonable adjustment for the assessment
Marking Sheet
Completed successfully
Did the student satisfactorily:
Comments Y N D
N
S
The student has satisfactorily completed
and submitted the following:
 Strategy to monitor progress in
☐ ☐ ☐

Marking Sheet
Completed successfully
Did the student satisfactorily:
Comments Y N D
N
S
achieving product and/or service
targets in Task 3.1A
 Examples of implementation of the
monitoring strategy in Task 3.1A
 Questionnaire developed to obtain
customers' feedback in Task 3.1B
 A strategy to provide professional
development in customer service
practices for the customer service
team in Task 3.1C
 A plan to procure the resources
needed to implement the strategy
(about professional development) in
Task 3.1C
 Examples of how to use resources
effectively to provide quality products
and services to customers based on a
given scenario in Task 3.1C
 Meeting minutes of consultation with
pertinent stakeholders in Task 3.2
Demonstrated ability to:
 Identify and procure resources
required to address customer service
requirements
This is evidenced by:
 A strategy to provide professional
development in customer service
practices for the customer service
team in Task 3.1C
 A plan to procure the resources
needed to implement the strategy
(about professional development) in
Task 3.1C
 Examples of how to use resources
effectively to provide quality products
and services to customers based on a
given scenario in Task 3.1C
☐ ☐ ☐
Demonstrated ability to:
 Monitor team performance and assess
against the organisation's quality and
delivery standards
 Develop and use strategies for
monitoring progress against product
and service targets and standards
This is evidenced by:
 Strategy to monitor progress in
☐ ☐ ☐

Marking Sheet
Completed successfully
Did the student satisfactorily:
Comments Y N D
N
S
achieving product and/or service
targets in Task 3.1A
 Examples of implementation of the
monitoring strategy in Task 3.1A
Demonstrated ability to:
 Develop and use strategies for
obtaining customer feedback on the
provision of product and service
This is evidenced by:
 Questionnaire developed to obtain
customers' feedback in Task 3.1B
☐ ☐ ☐
Demonstrated ability to:
 Adapt delivery of customer product
and service in consultation with
relevant individuals and groups
This is evidenced by:
 Meeting minutes of consultation with
pertinent stakeholders in Task 3.2
☐ ☐ ☐
Demonstrated ability to:
 Manage records, reports and
recommendations within the
organisation's systems and processes
This is evidenced by:
 Strategy to monitor progress in
achieving product and/or service
targets in Task 3.1A
 Examples of implementation of the
monitoring strategy in Task 3.1A
 Questionnaire developed to obtain
customers' feedback in Task 3.1B
 A strategy to provide professional
development in customer service
practices for the customer service
team in Task 3.1C
 A plan to procure the resources
needed to implement the strategy
(about professional development) in
Task 3.1C
 Examples of how to use resources
effectively to provide quality products
and services to customers based on a
given scenario in Task 3.1C
 Meeting minutes of consultation with
pertinent stakeholders in Task 3.2
☐ ☐ ☐
When collaborating with the group, the ☐ ☐ ☐