Project: BSBCUS401 Coordinate Customer Service Strategy Implementation

This assignment is a project based on the unit BSBCUS401, focusing on coordinating the implementation of customer service strategies. The assessment includes a written test and two projects. The written test assesses knowledge of OHS, ethical principles, customer service principles, business structures, and product knowledge. The first project requires developing a customer questionnaire to assess customer needs and identify areas for improvement, focusing on communication techniques such as analyzing surveys and conducting interviews. The second project focuses on implementing customer service strategies in a real or simulated workplace, aiming to improve customer service standards and assisting others in making improvements. The project involves tasks such as assessing customer needs, developing questionnaires, analyzing data, and making recommendations for improvement. The assignment emphasizes the importance of understanding customer needs, ethical behavior, and effective communication in delivering high-quality customer service.

BSBCUS401
Coordinate implementation of customer service strategies
Assessment Tasks
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ASSESSMENT INFORMATION
The assessment activities associated with the unit of competency
BSBCUS401 Coordinate implementation of customer service strategies are listed below:
Assessment 1: Written  Written answers to questions
Assessment 2: Project  Written responses to tasks
Assessment 3: Project  Written responses to tasks
This copy contains all of the assessment tasks required for completion of unit of competency
BSBCUS401 Coordinate implementation of customer service strategies.
Prior to commencing the assessments your assessor will explain each task to you.
You will be given the opportunity to ask questions and to seek clarification on any of the
tasks, and your assessor will remain available to support you through the assessment process.
Your assessor is also available to discuss Recognition of Prior Learning and whether this
applies to your circumstances.
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TERMS AND CONDITIONS
Submitting your evidence portfolio
You are recommended to seek the advice of your assessor when putting together your
evidence portfolio in order to confirm that you have provided sufficient evidence of
competency.
You should note that your evidence portfolio must be retained by the Registered Training
Organisation for audit purposes and will not be returned to you. If you wish to keep any
evidence, you should make a copy prior to submission for assessment. You are advised to
make sure you clearly label each answer and task and complete all sections of each
assessment.
If possible, you should also submit copies of any workplace documents that may be relevant
to this unit of competency. In this case you will need to gain approval to provide the copies
from your employer.
Ownership and plagiarism
You are advised by accepting these terms and conditions you have declared the evidence that
you submit is your own work or the result of your own research. By signing the declaration
below you acknowledge your assessment is your own and contains no material written by
another person except where due reference is made.
Note that if you quote any source in your evidence, you must provide a reference to the
source in order to ensure that you do not breach Copyright legislation. You need to be aware
that a false declaration may lead to the withdrawal of a qualification.
Re-submission of your evidence portfolio
If your evidence meets the requirements of the unit of competency you will be assessed as
Competent (C) in this unit. If your evidence does not meet the requirements of the unit of
competency you will be assessed as Not Yet Competent (NYC). If you are assessed NYC, it
is important to discuss your re-submission with your assessor as you will be given one
opportunity only to revise and re-submit your evidence portfolio.
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BSABCUS401 Assessment cover sheet
Student Name
Student ID
Qualification BSB40215 Certificate IV in Business
Unit of Competency BSBCUS401 Coordinate implementation of customer service
strategies
Assessment Task Date of assessment Satisfactory Assessor Signature
Assessment 1:
Written Test
Yes  No 
Assessment 2:
Project
Yes  No 
Assessment 3:
Project
Yes  No 
Assessor’s Comments
Competent  Not Yet Competent  Re-assessment required 
ASSESSOR NAME (PLEASE PRINT) ASSESSOR SIGNATURE DATE
Declaration by Learner
I confirm that the evidence that I have presented is my own work and/or the result of
my own research. It contains no material written by another person except where I
have stated the source. I am aware that a false declaration may lead to withdrawal of a
qualification.
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LEARNER NAME (PLEASE
PRINT)
LEARNER SIGNATURE DATE
If at any stage of the assessments, you believe that the safety of anyone is in jeopardy,
you should abort the assessment session.
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ASSESSMENT 1: WRITTEN TEST
INSTRUCTIONS TO LEARNER
You are required to answer the following questions to confirm your knowledge in relation to
unit
BSBCUS401 Coordinate implementation of customer service strategies.
You may refer to your training materials and other research while completing the answers.
Write your answers in the spaces below using a blue or black pen. Alternatively type a
document and provide a printed copy. If you re-type the document, repeat each question in
the document and type your answer under the question.
Questions and Learner’s answers Satisfactory
(
)
Question 1. Each State and Territory is responsible for its own OHS Act, regulations and
codes of practice. Which two of these three have legislated penalties for a
breach?
Acts
Regulations
Question 2. What is the purpose of codes of practice?
A code of practice gives guideline and advice on how employees should
comply with the set rules and regulations pertaining to their jobs.
Question 3. What are the two main aims of OHS legislation?
Ensuring safety at workplace
All employees have the necessary safety training and equipment
Question 4. What is the purpose of the NSW Anti-Discrimination Act 1977?
It ensures equal opportunity for everyone through offering protection from
unfair discrimination on any ground in their job,
Question 5. Name six grounds that are prohibited by the NSW Anti-Discrimination Act
1977.
Gender
Relationship status
Race
Age
Impairment
Religious belief
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Questions and Learner’s answers Satisfactory
(
)
Question 6. Briefly explain why it is important that a manager understands ethical
principles and behaves in an ethical manner.
Employees look up to the managers’ behaviour, this affects their
performance, a manager is a role model in the organisation therefore it is
important that they behave and act as required by the set of the rules
regulating the organisations practices. Therefore a manger should be
ethical in their practices and ensure they do the right thing as required.
Question 7. List four principles of customer service.
Ensure prompt response to customer enquiries
Give customer accurate and truthful information
Be courteous and respectful to the customers
Listen attentively to the customers
Question 8. It is important to understand the organisation’s business structure in order to
identify responsibility levels of certain roles (job positions) as well as the
reporting lines within the business. What is the name of the diagram that
illustrates these structures?
Organisational chart
Question 9. To enable you to assist customers, you need detailed knowledge on the
products and services available. Identify two ways to ensure staff have current
knowledge on available products and services.
Hold regular meetings and discuss the products and services so as to keep the
staff updated
Allow staff interaction with the staff and the customers
Question 10. It is important to understand and maintain product and service standards.
Provide two points as to why it is important for a business to ensure high
product/service standards.
High quality product and services bring about customer satisfaction hence
ensuring a good customer base
The quality of the products and services offered by a business affects its
market share
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Questions and Learner’s answers Satisfactory
(
)
Question 11. A business is continually seeking ways to improve its customer service. There
are a number of best practice models, which provide copy lines on customer
service. Explain one technique a manager could use to identify the most
appropriate model?
Enquiring for feedback from the customers, staff, and seek clarification from
other managers
Regular benchmarking to identify the customer service models used by other
firms
Question 14 Multiple choice
To improve customer service delivery would you-
Talk to management
Develop Strategy
Consult with customer
Analyse feedback
All of the above
Question 15 How would you delegate information relating to customer service
Email
Newsletter
One to one instruction
Notice board
Informed team and management meetings
Question 16 (Please Circle) Do you think it is important to consider available budget
resources to improve customer service
YES
If yes why? This is because the strategy used must be realistic and must be
within the organisation available resources especially funds, it is also
important to consider human resources available.
Question 17 Why is customer service so important?
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Questions and Learner’s answers Satisfactory
(
)
A happy and satisfied customer is one of the greatest company’s assets,
customer satisfaction is derived from good customer service, and therefore
this helps us to understand why customer service is important because it
makes all the customers feel that they are served to the level best.
Question 18What are the outcomes do you gain as an organisation through evaluating
customer service
Improved product knowledge
Positive attitude and behaviour towards the organisation
Acquire ability to solve problems
Improved customer interaction
Question 19Why is it important to use business technology regarding maintaining systems
and records?
Because in the current world technology helps so much in terms of saving
time and space, for record business technology helps reduce storing so many
physical files in the office and it also helps on easy retrieving of documents.
Business systems enhance sharing of information among the stakeholders and
the staff within the organisation.
Question 20A
If you were to supply a report to your manager regarding customer service
what would it include in the following
Evidence
Conclusions
Financial
Timelines
All of the above
Question 20B Who are the major stakeholders in discussions of customer service strategies?
Management leaders
Team leaders
Staff
Total Questions 20
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ASSESSMENT 2: PROJECT
The following instructions have been provided to the learner.
INSTRUCTIONS TO LEARNER
This activity is related to the unit of competency:BSBCUS401 Coordinate implementation
of customer service strategies
In particular, you will be required to demonstrate your skills and knowledge in relation to this
unit of competency.
You may refer to your training materials and other research if required. The activity may be
completed in the workplace or a simulated workplace.
Your assessor will use a checklist to record the assessment decision.
Overview Below are a number of practical tasks to be completed over a period of time in a
real or simulated workplace where you will perform the duties of a manager.
The times for completion of the tasks are to be negotiated between yourself and the assessor.
The tasks will reflect your ability to:
Project: Advise on customer service needs and implement strategies to improve
customer service.
Your assessor will provide you with instructions and complete a checklist on which they
will record your satisfactory performance of workplace tasks.
The Project Tasks table below identifies the documents that you are required to prepare
and submit in your evidence portfolio. They may be presented in printed format in a
folder or as an electronic copy.
Ensure both your name and student number is clearly displayed.
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Project Tasks 1
The following tasks may be completed as a workplace project based on your own
organisation and job role, or as a simulated workplace project based on a fictitious
organisation, or an organisation you are familiar with.
As a manager it is important that you review customer service and seek ways to make
improvements. It is important to consider improving not only your own standard of
customer service but also to assist others to make improvements in their standard of
customer service.
In order to identify ways to make improvements in customer service, you need to clarify
and accurately assess the needs of customers. There are a number of ways this can be
accomplished but they are all based on communication techniques. By ensuring there is
good communication with customers, the number of customer complaints will reduce.
Communication techniques may relate to:
 Analysing customer satisfaction surveys
 Analysing quality assurance data
 Conducting interviews
 Consultation methods, techniques and protocols
 Making recommendations
 Obtaining management decisions
 Questioning
 Seeking feedback to confirm understanding
 Summarising and paraphrasing
Part A- Assess customer needs
Develop a questionnaire (minimum of 10 questions) which you could use to gather
information from customers on their service needs and areas in customer service that may
be improved. Customers should remain anonymous.
Customer needs may relate to:
 Accuracy of information
 Advice or general information
 Complaints
 Fairness/politeness
 Further information
 Making an appointment
 Prices/value
 Purchasing organisation's products and services
 Returning organisation's products and services
 Specific information.
Ask (at least ten) customers to complete the questionnaire. If you are in a simulated
environment, you may use fellow students, family and friends to act as customers.
Customers may include:
 Corporate customers
 Individual members of the organisation
 Individual members of the public
 Internal or external
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Project Tasks 1
 Other agencies.
Analyse the feedback from the questionnaire and create a report explaining your findings
(i.e. what are the customer’s needs) and make a comment (recommendation) on areas in
customer services could be made.
Persons Questionaries
1 Question 1: Do you receive accurate information from the
company?
Answer: No
Question 2: Is there any general information you have ever obtained
from the organisation?
Answer:
Question 3: Are your complaints handled satisfactorily?
Answer:
Question 4: Have you ever experienced a rude staff member?
Answer: No
Question 5: Do you experience quality customer service from our
employees?
Answer: No
Question 6: Have you ever had an appointment, was your mission
successful?
Answer: Yes
Question 7: Are our prices fair
Answer: Yes
Question 8:would you continue using our products and services,
would you recommend them to others
Answer: Yes
Question 9: Have you ever bought a product and returned it to the
company
Answer: Yes
Question 10: Is there any further specific information you like to
know about us
Answer: Yes
Part B- Identify ways to improve customer service
Using the information from Part A, explain in a report the customer service issues and
problems you diagnosed and the appropriate options you identified to improve customer
service. You need to mention how these options meet with the organisation’s
requirements i.e. business aims, objectives, strategies and provide opportunities for
continuous improvement.
Organisational requirements may include:
 Access and equity principles and practice
 Anti-discrimination and related policy
 Confidentiality and security requirements
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