BSBCUS501 Manage quality customer service: Assessment Tasks

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Southern Cross School of Business
Student Development and Learning (SDL) Academy Pty Ltd
CRICOS Provider Code: 03523D I RTO ID: 41253 | ABN: 95155625924
Level 2, 1-3 Fitzwilliam Street Parramatta NSW 2150
Level 3, 531 George Street, Sydney, NSW 2000
Ph: 61 (2) 8937 0506 & 9633 3287
Assessment Instructions
BSBCUS501 Manage quality customer service
Issue date: 14/05/2019 Page 1 of 34

Southern Cross School of Business
Student Development and Learning (SDL) Academy Pty Ltd
CRICOS Provider Code: 03523D I RTO ID: 41253 | ABN: 95155625924
Level 2, 1-3 Fitzwilliam Street Parramatta NSW 2150
Level 3, 531 George Street, Sydney, NSW 2000
Ph: 61 (2) 8937 0506 & 9633 3287
Table of Contents
Table of Contents 2
Assessment Schedule 3
Assessment Information 3
Assessment Instructions 5
Assessment Task 1: Written Questions 6
Assessment Task 1 Instructions 8
Assessment Task 2: Customer service strategy planning project 9
Assessment Task 2 Instructions 11
Carefully read the following: 11
Assessment Task 3: Customer service delivery project 15
Assessment Task 3 Instructions 16
Assessment Task 4: Complaints analysis project 18
Assessment Task 4 Instructions 19
Assessment Task 5: Customer feedback and analysis project 21
Assessment Task 5 Instructions as provided to students 22
Issue date: 14/05/2019 Page 2 of 34

Southern Cross School of Business
Student Development and Learning (SDL) Academy Pty Ltd
CRICOS Provider Code: 03523D I RTO ID: 41253 | ABN: 95155625924
Level 2, 1-3 Fitzwilliam Street Parramatta NSW 2150
Level 3, 531 George Street, Sydney, NSW 2000
Ph: 61 (2) 8937 0506 & 9633 3287
Assessment Schedule
Task Due Date
Learning Activity and Task 1 Week 1
Task 2 and 3 Week 2
Task 3 and Task 4 Week 3
Task 4 and 5 Week 4
Assessment Information
The assessment tasks for BSBCUS501 Manage quality customer service are included in this booklet and
outlined in the assessment plan below.
To be assessed as competent for this unit, you must complete all of the assessment tasks satisfactorily.
Assessment Plan
Assessment Task Overview
1. Written questions You must correctly answer all the questions.
2. Customer service planning
project
You must develop a customer service strategy and meet with the
management team to seek feedback and approval.
3. Customer service delivery
project
You must review customer correspondence to ensure it meets
required response times and information requirements, as well as
meet with staff to discuss variances and required actions.
4. Customer complaints
analysis project
You must review a complex complaint and develop solutions to avoid
poor customer service.
5. Customer feedback and
analysis project
You must develop a customer survey and analyze the results of a
customer survey.
Assessment Preparation
Please read through this assessment thoroughly before beginning any tasks. Ask your assessor for
clarification if you have any questions at all.
Assessment appeals
If you do not agree with an assessment decision, you can make an assessment appeal as per the SCSB
assessment appeals process.
You have the right to appeal the outcome of assessment decisions if they feel they have been dealt with
unfairly or have other appropriate grounds for an appeal.
Issue date: 14/05/2019 Page 3 of 34

Southern Cross School of Business
Student Development and Learning (SDL) Academy Pty Ltd
CRICOS Provider Code: 03523D I RTO ID: 41253 | ABN: 95155625924
Level 2, 1-3 Fitzwilliam Street Parramatta NSW 2150
Level 3, 531 George Street, Sydney, NSW 2000
Ph: 61 (2) 8937 0506 & 9633 3287
Additional Resources
You will be provided with the following resources before you begin each Assessment Task.
Assessment Task 2
 Customer Service Strategy Template
Assessment Task 3
 Customer Emails and Responses
 List of Services
 Policy and Procedures
Assessment Task 4
 Briefing Report Template
Assessment Task 5
 Customer Survey Report Template
Issue date: 14/05/2019 Page 4 of 34

Southern Cross School of Business
Student Development and Learning (SDL) Academy Pty Ltd
CRICOS Provider Code: 03523D I RTO ID: 41253 | ABN: 95155625924
Level 2, 1-3 Fitzwilliam Street Parramatta NSW 2150
Level 3, 531 George Street, Sydney, NSW 2000
Ph: 61 (2) 8937 0506 & 9633 3287
Assessment Instructions
Each assessment task in this booklet consists of the following:
Assessor Checklist
This will be used by your assessor to mark your assessment. Read through this as part of your preparation
before beginning the assessment task. It will give you a good idea of what your assessor will be looking for
when marking your responses.
The Assessor Checklist will be returned to you with the outcome of the individual assessment task,
which will be satisfactory (S) or unsatisfactory (U). If your work has been assessed as being not
satisfactory, your assessor will include written feedback giving reasons why.
Depending on the task, this may include
 resubmitting incorrect answers to questions (such as short answer questions and case studies)
 resubmitting part or all of a project, depending on how the error impacts on the total outcome of the task
 redoing a roleplay after being provided with appropriate feedback about your performance
 being observed a second (or third time) undertaking any tasks/activities that were not satisfactorily
completed the first time, after being provided with appropriate feedback.
Assessment Task Information
This gives you:
 a summary of the assessment task
 information on the resources to be used
 submission requirements
 re-submission opportunities if required.
Assessment Task Instructions
These give questions to answer or tasks which are to be completed. Your answers need to be typed up
using the software as indicated in the Assessment Task Instructions.
If you are submitting electronically, consider giving the document a file name that includes the unit
identification number, the task number, your name, and the date.
Issue date: 14/05/2019 Page 5 of 34

Southern Cross School of Business
Student Development and Learning (SDL) Academy Pty Ltd
CRICOS Provider Code: 03523D I RTO ID: 41253 | ABN: 95155625924
Level 2, 1-3 Fitzwilliam Street Parramatta NSW 2150
Level 3, 531 George Street, Sydney, NSW 2000
Ph: 61 (2) 8937 0506 & 9633 3287
Assessment Task 1: Written Questions
Task summary
 This is an open book test.
 You need to answer all of the written questions correctly.
 Your answers must be word processed.
Required
 Access to textbooks/other learning materials
 Computer and Microsoft Office
 Access to the internet
Submit
 Answers to all questions.
Assessment criteria
All questions must be answered correctly in order for you to be assessed as having completed the task
satisfactorily.
Re-submission opportunities
You will be provided feedback on your performance by the Assessor. The feedback will indicate if you have
satisfactorily addressed the requirements of each part of this task.
If any parts of the task are not satisfactorily completed, the assessor will explain why, and provide you
written feedback along with guidance on what you must undertake to demonstrate satisfactory performance.
You have the right to appeal the outcome of assessment decisions if you feel that you have been dealt with
unfairly or have other appropriate grounds for an appeal.
You are encouraged to consult with the assessor prior to attempting this task if you do not understand any
part of this task or if you have any learning issues or needs that may hinder you when attempting any part of
the assessment.
Issue date: 14/05/2019 Page 6 of 34

Southern Cross School of Business
Student Development and Learning (SDL) Academy Pty Ltd
CRICOS Provider Code: 03523D I RTO ID: 41253 | ABN: 95155625924
Level 2, 1-3 Fitzwilliam Street Parramatta NSW 2150
Level 3, 531 George Street, Sydney, NSW 2000
Ph: 61 (2) 8937 0506 & 9633 3287
Written answer question guidance
The following written questions use a range of “instructional words” such as “identify” or “explain”, which tell
you how you should answer the question. Use the definitions below to assist you to provide the type of
response expected. Note that the following guidance is the minimum level of response required.
Analyze – when a question asks you to analyze something, you should do so in detail, and identify
important points and key features. Generally, you are expected to write a response one or two paragraphs
long.
Compare – when a question asks you to compare something, you will need to show how two or more things
are similar, ensuring that you also indicate the relevance of the consequences. Generally, you are expected
to write a response one or two paragraphs long.
Contrast – when a question asks you to contrast something, you will need to show how two or more things
are different, ensuring you indicate the relevance or the consequences. Generally, you are expected to write
a response one or two paragraphs long.
Discuss – when a question asks you to discuss something, you are required to point out important issues or
features, and express some form of critical judgment. Generally, you are expected to write a response one
or two paragraphs long.
Describe – when a question asks you to describe something, you should state the most noticeable qualities
or features. Generally, you are expected to write a response two or three sentences long.
Evaluate – when a question asks you to evaluate something, you should do so putting forward arguments
for and against something. Generally, you are expected to write a response one or two paragraphs long.
Examine – when a question asks you to examine something, this is similar to "analyze", where you should
provide a detailed response with key points and features and provide critical analysis. Generally, you are
expected to write a response one or two paragraphs long.
Explain – when a question asks you to explain something, you should make clear how or why something
happened or the way it is. Generally, you are expected to write a response two or three sentences long.
Identify – when a question asks you to identify something, this means that you are asked to briefly describe
the required information. Generally, you are expected to write a response two or three sentences long.
List – when a question asks you to list something, this means that you are asked to briefly state information
in a list format.
Outline – when a question asks you to outline something, this means giving only the main points, Generally,
you are expected to write a response a few sentences long.
Summarise – when a question asks you to summarise something, this means (like “outline”) only giving the
main points. Generally, you are expected to write a response a few sentences long.
Issue date: 14/05/2019 Page 7 of 34

Southern Cross School of Business
Student Development and Learning (SDL) Academy Pty Ltd
CRICOS Provider Code: 03523D I RTO ID: 41253 | ABN: 95155625924
Level 2, 1-3 Fitzwilliam Street Parramatta NSW 2150
Level 3, 531 George Street, Sydney, NSW 2000
Ph: 61 (2) 8937 0506 & 9633 3287
Assessment Task 1 Instructions
Provide answers to all of the questions below:
1. Explain the purpose of the Australian Consumer Law and how it protects consumers’ rights.
The law of Australian consumer set the rights for the consumers which are known as consumer guarantee.
Various rights are given to consumers related to the products and services and are considered as the
uniform legislation for the protection of consumers (Australian Competition and consumer commission,
2019).
2. Outline the consumer guarantees that apply for both products and services under the Australian
Consumer Law.
The right of repair, replacement, refund along with the compensation for loss and damage are provided
to the consumers and faulty services can be canceled by the consumers.
3. List the types of products and services covered by the consumer guarantee.
The products and services that are guaranteed by the consumers include –
Under $40,000, over $40,000 which are bought normally for household or personal use; it also covers
business trailers and vehicles.
4. Explain why it is unlawful for a retailer to display a sign to say that no refunds are provided.
It is unlawful because as per Australian consumer law it is the right of the consumer to get a refund if any
type of major problem is found with the product or services the consumers bought. This right cannot be
taken away by the retailers by claiming or displaying ‘no refund sign’ or policy.
5. Discuss whether consumers are legally entitled to a refund or replacement if they change their mind
when buying a product or service.
If there is a change of mind of consumers at the time of buying of products and or services then they are not
legally entitled for getting refund or replacement services. They are entitled to the same only in case of
having any problems that are covered by the consumer guarantee (Consumer Affairs Victoria, 2019).
6. Discuss the statement below in relation to guidelines about consumer guarantees. Provide an
example to illustrate your answer.
“Some suppliers or manufacturers tell the consumer an extended warranty provides extra
protection, which the consumer would not have unless they buy it.”
Before making payment for the extended warranty it should be checked by the consumers that if the greater
benefits are provided in the extended warranty that have already been offered under the law of AC.
Example- the new TV is being purchased by John for $5000 and it has the manufacture warranty of one
year. The salesperson persuaded John to purchase the extended warranty for covering him in case there is
a breakdown of the TV after one year, the repair cost will be covered under this (Consumer Affairs Victoria,
2019).
7. Explain at least two benefits of an effective complaint handling system for businesses and
consumers and outline the standard steps that you would use to effectively deal with a customer
complaint.
The effective handling will increase the satisfaction level of consumers which will enhance the customer
loyalty resulting in increasing the profitability of consumers. For the effective handling of the customer
complaint following standard steps will be used –
a) Listen to the customer’s complaint
b) Situations should be emphasized and apologized
Issue date: 14/05/2019 Page 8 of 34

Southern Cross School of Business
Student Development and Learning (SDL) Academy Pty Ltd
CRICOS Provider Code: 03523D I RTO ID: 41253 | ABN: 95155625924
Level 2, 1-3 Fitzwilliam Street Parramatta NSW 2150
Level 3, 531 George Street, Sydney, NSW 2000
Ph: 61 (2) 8937 0506 & 9633 3287
c) offer and execution of solution should be done
d) Customers follow up should be done and they should be thanked for the business (Cohen, 2016)
8. A retailer wishes to establish a consistent welcome procedure for sales staff to follow when a
potential client enters the sales room. Outline a standard procedure that the salespeople could
follow. Your answer should be in easy to follow steps.
a) Acknowledge the presence of customers
b) Smile with the greetings
c) Build rapport
d) Ask questions
e) Dress professionally (Jensen, 2019)
9. Explain the concept of service standards and their importance. Identify two examples of services
standards.
The standards of services are a set of expectations and policies that have been adopted and created by the
company. They are the rules or expectations for conduct in customer transactions and how the business
wants its customers to feel about the experience they have with the company. They are important for
potential customers, management, and employees of the business as they help in defining the expectations
of customers and reminding employees and management of obligations and challenges that are being faced
(Sisk, 2018).
Examples- 1. Greeting customers in a professional and courteous manner.
2. Holding accountability of each other for addressing inappropriate behavior and comment (Lotic, 2016)
10. Explain why a company committed to best practice customer services may choose to measure its
service standards.
Best practice customer Services Company choose to measure their service standards for determining
whether the service practice of customers adopted by them is having an effective and positive impact on
experience and perception of customers of business and to introduce the changes and addition in the
service standard of the company.
11. Explain the concept of public relations as a method of marketing communication.
Public relations refer to the practice of managing deliberately the information spreading between
organization and individual and public. It is considered as one of the attractive methods of marketing
communication (Theunissen, et. al, 2012).
12. Explain five methods by which a company can promote its products.
 Sales promotion
 Public relations
 Direct marketing
 Advertising
 Personal selling (Brierley, et. al, 2014)
13. Explain how customer service can impact on the public relations image of a company.
If the company will offer best and effective services to its customers then the customer’s satisfaction level
will increase and they will have the strong brand image of the company in their minds and by this, the public
relations will build strong between company and customer.
14. Explain how you could overcome verbal communication barriers with customers.
Issue date: 14/05/2019 Page 9 of 34

Southern Cross School of Business
Student Development and Learning (SDL) Academy Pty Ltd
CRICOS Provider Code: 03523D I RTO ID: 41253 | ABN: 95155625924
Level 2, 1-3 Fitzwilliam Street Parramatta NSW 2150
Level 3, 531 George Street, Sydney, NSW 2000
Ph: 61 (2) 8937 0506 & 9633 3287
The message to be communicated should be simplified, a gathering of information, speak clearly and slowly,
avoidance of jargon or culture-specific terms. Use of the communication app, stay open-minded, and
avoidance of slang should be followed.
15. Explain how you can overcome barriers to communication with customers who have a hearing
impairment.
By offering them with the text message when their prescription is ready, speak clearly and slowly to such
customers. the tag of name should be wear giving a description of the job. Elimination of the background
noise when possible, do not make and attempt of communicating from the distance.
16. Outline four keys way of providing excellent customer service.
 Responding quickly
 Knowing about the company’s customers
 Fixing mistakes
 Be friendly
17. Explain why an unhappy customer is not good for business.
Unhappy customers can build a negative brand image in the minds of other customers. it can affect the
customer base of the company which can influence the company’s sales.
18. Explain the importance of understanding customer behavior and two techniques that can be used to
analyze customer behavior.
Customer behavior can help in forecasting and recognizing the purchase behavior of consumers while
purchasing the product. The reason behind the purchase made by the customers can also be understood
through this. Customer service questionnaire, customer expectations, and suggestions can be used as an
effective technique for analyzing consumer behavior.
19. Explain three key customer research methods.
 Surveys- with a questionnaire, sample group can be analyzed that can represent the target group
 Focus group- scripted series of questions can be used by the moderator for leading the discussion
among the group of people.
 Personal interviews- Open-ended and unstructured questions are included in the personal interview.
It lasts for about one hour and is recorded typically (Zikmund, et. al, 2013).
20. Explain the importance of recording and monitoring complaints.
Through these improvements can be made in the customer service which can help in making sure that
customer’s service is offered by the company up to high standard. Better solutions can be found for
improving the process.
Issue date: 14/05/2019 Page 10 of 34

Southern Cross School of Business
Student Development and Learning (SDL) Academy Pty Ltd
CRICOS Provider Code: 03523D I RTO ID: 41253 | ABN: 95155625924
Level 2, 1-3 Fitzwilliam Street Parramatta NSW 2150
Level 3, 531 George Street, Sydney, NSW 2000
Ph: 61 (2) 8937 0506 & 9633 3287
Assessment Task 2: Customer service strategy planning
project
Task summary
For this assessment task, you are required, in the role of Operations Manager of Oz house Clean, to
research and develop a customer service strategy for the company. Your strategy will need to be discussed
with and agreed on by, senior management. This task is to be completed in the simulated work environment
at SCSB.
Required
 Computer and Microsoft Office
 Access to the Internet for research
 Access to consumer legislation/regulations/codes of practice at the following web sites:
http://www.accc.gov.au/consumers
http://www.australia.gov.au/information-and-services/business-and-industry/consumer-rights
 Customer Service Strategy Template
Deliver
 Meet with the Management Team (Role Play)
Submit
 Prepare an email to your assessor with your regulations report and your customer service strategy
attached.
 Prepare an email to your assessor with your revised customer service strategy and screenshot
attached.
Assessment criteria
For your performance to be deemed satisfactory in this assessment task, you must satisfactorily address all
of the assessment criteria. If part of this task is not satisfactorily completed, you will be asked to complete
further assessment to demonstrate competence.
Re-submission opportunities
You will be provided feedback on your performance by the Assessor. The feedback will indicate if you have
satisfactorily addressed the requirements of each part of this task.
If any parts of the task are not satisfactorily completed, the assessor will explain why, and provide you
written feedback along with guidance on what you must undertake to demonstrate satisfactory performance.
You have the right to appeal the outcome of assessment decisions if you feel that you have been dealt with
unfairly or have other appropriate grounds for an appeal.
You are encouraged to consult with the assessor prior to attempting this task if you do not understand any
part of this task or if you have any learning issues or needs that may hinder you when attempting any part of
the assessment.
Issue date: 14/05/2019 Page 11 of 34

Southern Cross School of Business
Student Development and Learning (SDL) Academy Pty Ltd
CRICOS Provider Code: 03523D I RTO ID: 41253 | ABN: 95155625924
Level 2, 1-3 Fitzwilliam Street Parramatta NSW 2150
Level 3, 531 George Street, Sydney, NSW 2000
Ph: 61 (2) 8937 0506 & 9633 3287
Issue date: 14/05/2019 Page 12 of 34