BSBCUS501 Manage Quality Customer Service Assessment - GBC

This assignment is a comprehensive assessment for the BSBCUS501 unit, focusing on managing quality customer service. It includes a written component with questions addressing legislative impacts on customer service, such as anti-discrimination, consumer protection, privacy, and work health and safety laws. The project component involves developing a customer service plan, participating in a role-play, and creating key performance indicators (KPIs) and a customer feedback survey. The student is required to develop policies, procedures, and strategies to ensure quality service delivery, solve customer complaints, and monitor performance. The assessment culminates in a report with recommendations to the 'Board' on customer service improvements, demonstrating an understanding of customer behavior, needs, and relationship management. The assignment adheres to the assessment guidelines of George Brown College, outlining the grading criteria, submission requirements, and policies on plagiarism and reasonable adjustments.

ASSESSMENT
GUIDE
Student
BSBCUS501 Manage quality customer
service

BSBCUS501 Manage quality customer service
UNIT OVERVIEW
BSBCUS501 Manage quality customer service
This unit describes the skills and knowledge required to develop strategies to manage
organisational systems that ensure products and services are delivered and maintained to
standards agreed by the organisation.
It applies to individuals who supervise the provision of quality customer service within an
organisation’s procedures framework by others. At this level, individuals must exercise
considerable discretion and judgement, using a range of problem solving and decision making
strategies.
No licensing, legislative or certification requirements apply to this unit at the time of publication.
Elements
To achieve competency in this unit students must demonstrate their ability to:
1. Plan to meet internal and external customer requirements
2. Ensure delivery of quality products and services
3. Monitor, adjust and review customer service
Performance Evidence
Evidence of the ability to:
 develop and manage organisational systems for quality customer service
 develop and review plans, policies and procedures for delivering and monitoring quality
customer service
 implement policies and procedures to ensure quality customer service
 solve complex customer complaints and system problems that lead to poor customer
service
 monitor and assist teams to meet customer service requirements
 develop, procure and use human and physical resources to support quality customer
service delivery.
Note: If a specific volume or frequency is not stated, then evidence must be provided at least once.
Knowledge Evidence
To complete the unit requirements safely and effectively, the individual must:
 outline the legislative and regulatory context of the organisation relevant to customer
service
 describe organisational policy and procedures for customer service including handling
customer complaints
 identify service standards and best practice models
 summarise public relations and product promotion
 outline techniques for dealing with customers including customers with specific needs
 explain techniques for solving complaints including the principles and techniques involved
in the management and organisation of:
 customer behaviour
 customer needs research
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BSBCUS501 Manage quality customer service
 customer relations
 ongoing product and/or service quality
 problem identification and resolution
 quality customer service delivery
 record keeping and management methods
 strategies for monitoring, managing and introducing ways to improve customer
service relationships
 strategies to obtain customer feedback.
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BSBCUS501 Manage quality customer service
INFORMATION FOR STUDENTS
General Assessment Information
This information is designed to provide you with a full overview of the tasks you need to
successfully complete to be deemed competent in this unit.
You must achieve a satisfactory performance in each of the assessment tasks in order to be
deemed competent in the relevant unit. Where necessary, the assessment tasks are divided into
parts or steps. These are designed to take you through a step by step approach to completing the
activities.
Instructions
First and foremost, please contact your assessor to discuss any necessary adjustments that may
need to be made prior to completing these tasks. The instructions for each of the assessment
tasks are logically sequenced. If you have any questions, contact your assessor immediately. If
there is a practical component to your assessment, you will need to discuss the arrangements for
its completion with your assessor in advance.
Assessment Cover Sheet
Once you have completed all of the tasks, complete the Assessment Cover Sheet, sign the
declaration and forward along with your documentation to your assessor. It should be uploaded
along with the assessment on to RTOManager.
Submitting Assessment Tasks
All written assessment tasks must be typed and submitted with the provided cover sheet.
Your trainer/assessor will tell you when assessments are due. It is your responsibility to ensure
that assessment tasks are submitted on or before their due date.
Extensions for individual assessment tasks may be negotiated with your trainer in specific
circumstances. You must request this prior to the due date, and extensions due to illness will
require a medical certificate. Extensions will be confirmed by your trainer/assessor.
Where assessment tasks are submitted following the conclusion of the unit of competency without
a medical certificate or extension, a late submission fee for each assessment task will be charged.
Assessment Outcomes
There are two outcomes of assessment tasks: S = Satisfactory and NS = Not Satisfactory (requires
more training and experience).
You will be awarded C = Competent on completion of the unit when you have achieved S for all
completed assessment tasks and by meeting all the performance criteria. If you fail to meet this
requirement, you will receive the result NYC = Not Yet Competent and will be eligible to be re-
assessed according to George Brown College policy.
If you are deemed Not Competent by your assessor and require re-assessment, you will be
informed of the process. A fee may be charged according to George Brown College policy.
If all assessment tasks are not completed for a qualification, a certificate will not be awarded. A
Statement of Attainment for completed units of competency will be provided.
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BSBCUS501 Manage quality customer service
Your Results
Your assessor is committed to providing you with detailed feedback on the outcomes of the
assessment and will provide guidance on areas for improvement. In most instances, you should
only need to complete the sections of the assessment that were deemed not satisfactory.
However, it is important to remember that depending on the task, it may be necessary to repeat the
whole task (for example presentations or the delivery of a training session).
You are entitled to view your results at any time by viewing them once they are uploaded on
RTOManager.
Reasonable Adjustment
George Brown College supports individual differences in the learning environment and provides
‘reasonable adjustment’ in training and assessment activities to support every learner. If you have
any special needs that make it difficult for you to complete your learning or assessments, you
should discuss this with your assessor beforehand and will be provided with reasonable
alternatives to assist you to complete the required tasks such as completing tests verbally or using
an interpreter.
What happens if you do not agree with the assessment result?
If you do not think the assessment process is valid, or disagree with the decision once it is made,
or believe that you have been treated unfairly, you can appeal. The first step is to discuss the
matter with your trainer.
If you still do not agree with the results, refer to the GBC Complaints and Appeals Policy and speak
to the Student Services Team.
Support
While we may not be in a position to assist you with language training or specific LLN training, our
assessors will work with you to ensure that you are supported throughout your qualification. If you
require individual tutoring this may attract an additional fee (see Student Handbook). Support may
be offered by your assessor, or for more specialist support you may need to contact GBC
administration.
A Note on Plagiarism and Referencing
Plagiarism is a form of theft where the work, ideas, inventions etc. of other people are presented as
your own. Information, ideas etc. quoted or paraphrased from another source such as the Internet,
must be acknowledged with “quotation marks” around the relevant words/sentences or ideas and
the source listed in brackets. You must also list the sources at the end of your assessment.
Sources of information, ideas etc. must be provided in alphabetical order by author’s surname
(including author’s full name, name of document/ book / internet etc. and year and place of
publishing) or may be included in brackets in the text.
As a general rule it is advisable to never copy another person’s work. Should it appear that a
student’s work has been copied or does not appear to be authentic, you will be asked to speak to
your Course Coordinator and required to re-submit it. A fee may be charged according to George
Brown College policy.
Contacting the RTO
If you should need further support or assistance please do not hesitate to contact The Student
Services Team.
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BSBCUS501 Manage quality customer service
ASSESSMENT
BSBCUS501 Manage quality customer service
There are two assessments for this unit:
1. Written Questions
For this assessment, you are to read the questions and respond in writing with the most suitable
answer. There are fourteen questions, all of which must be completed. Most questions require
short answers although some questions require a more detailed response. You may use various
sources of information including workbooks, internet and other documents, but must list and
reference their sources. Your assessor will advise you when this is due.
2. Project
For this assessment you are to complete a number of tasks related to developing strategies to
ensure products and services are delivered and maintained to standards agreed by the
organisation. It is based on a simulated business.
There are three stages in this assessment. You must complete them all.
 Stage One: – requires you to develop a customer service plan consisting of a number of
policies and procedures and actions that you are to develop.
 Stage Two – requires you to participate in a role play with an ‘employee’
 Stage Three - in this stage you are to write KPIs for several areas related to customer
service and strategies for monitoring them. You must also develop a survey questionnaire
to obtain customer feedback. You will then meet with your ‘manager’ (your assessor) to
discuss these documents and also to discuss other customer service issues. Finally, you
are to write a 1 – 2 page report making recommendations to the “Board” on customer
service.
You will be marked against the criteria in the attached marking guides.
Your assessor will advise you when each stage of this project is due.
Assessment Schedule
Assessment Due Date
1. Written Questions
2. Project:
 Stage One
 Stage Two
 Stage Three
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BSBCUS501 Manage quality customer service
ASSESSMENT COVER SHEET
Student Name:
Student ID:
Contact Number:
Email:
Trainer / Assessor Name:
Qualification: BSB51918 Diploma of Leadership and Management
Unit of Competency: BSBCUS501 Manage quality customer service
Assessment:
☐ Written Questions
Project:
 Stage One
 Stage Two
 Stage Three
Due Date: Date Submitted:
If your assessment is being submitted after the due date, please attach a copy of the written
confirmation of extension received from your assessor.
Declaration: I have read and understood the following information at the
beginning of this assessment guide (please tick):
☐ Assessment information
☐ Submitting assessments
☐ Plagiarism and referencing
I declare this assessment is my own work and where the work is
of others, I have fully referenced that material.
Name (please print) Signature Date
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BSBCUS501 Manage quality customer service
ASSESSMENT 1: WRITTEN QUESTIONS
Read the questions below and respond in writing with the most suitable answer. There are
fourteen questions. You must complete them all. Most questions require short answers although
some questions may require a more detailed response. You may use various sources of
information including your workbook, internet and other documents. You must list your sources.
Your assessor will advise when this is due.
Question 1
For each of the regulatory areas listed below, identify one aspect of the legislative requirements
that impact on customer service operations.
Legislation Impact on customer service
Anti-discrimination
legislation
As a result of the anti-discrimination legislation, no
discrimination is being made upon the services that is being
provided to the customers (1) No distinction is also being made
based on the class, sex, religious views etc.
Consumer protection
legislation
The impact of the consumer protection legislation is that the
rights of the customers is highly being protected. Unfair system
of the trade practices are also being stopped (2) The
advertisements which are totally false and misleading the
customers are also being stopped.
Privacy laws The impact of the privacy laws on the customer service is that
it gave the customers to review their own personal information.
(3) It even gave the right to the customers to ask for any sort of
corrections. As a result of the privacy laws, the customers are
being informed about any sort of disclosures.
Work health and safety
legislation
The impact of the work, health and safety legislation is that it
protects the wellbeing of the customers, visitors and even the
customers. The sense of the business also increases when
the health and safety of the workplace is being maintained (4)
Workplaces which do not give any importance to the health
and safety of the customers and the employees tend sto loose
their staff. This leads to the rise of cost and the deduction of
the profitability.
Any relevant code of
conduct / ethical principles
When the ethical principles are being followed, the quality of
service for the customers increases. It also improves and even
builds positive relationships. Honesty and transparency is
being maintained during the process of the financial
transactions. Everything also seems to be very transparent in
the procedures of accounting. Promotion and the
advertisements of products and services that are being used
also turns out to true as being said.
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BSBCUS501 Manage quality customer service
Anti- spam Legislation The impact of the antispam legislation is that it protected the
businesses and even the consumers from the wrong use of the
digital technology which includes both the spam and threats
that may come from the various electronic devices (5).
Question 2
Identify three (3) benefits to the organisation of welcoming customer complaints. (200-300 words)
One of the benefits of the organisation that tends to welcome the complaints of the customer is
that it helps the business company or the organisation in having an opportunity to satisfy the
customers who are not at all satisfied.
The second benefit of the business companies which accepts the complaints from the customers
is that it helps in establishing customers who will remain loyal towards the company. When the
problem of the dissatisfied customer is being solved, the customer tends to be very happy and
they become loyal to the company.in such a situation, the customers advertise for the company
from mouth to mouth which helps the business company in attracting new customers.
The third benefit of accepting the complaints from the customers is that it helps the business
company to make new innovations and even progress on activities which can help the company
in further competing with its competitors in the business market. The result of this will be that the
business company is going to get customers who are more satisfied who tends to be committed
towards the business company.
Question 3
List and explain five (5) attributes of a customer service operation that could be considered ‘best
practice’. The attributes you describe may be processes, techniques, methods or activities. You
must describe the attribute and explain how it contributes to excellence in customer service.
(approx. 250 words)
The first attribute of the customer service operation is its communication skills. The good
communication skill of the customer service operation enables them so solve the problems of th
customers.
The second attribute of the customer service operation is that of the empathy. It is only by
understanding the situation of the customer personally, the actual solution can be taken.
The third attribute of the customer service operation is that of the patience. Patience is the ability to
accept or even tolerate any sort of delay, problems or sufferings. Without the patience, the
experience of service turns out to be both unpleasing for the customer and the representatives of
service.
The fourth attribute of the customer service operation is that of the management of stress.
Handling the customers and dealing with their different problems might be very much stressful.
However, having the skill of managing the stress will enable to handle the customers efficiently.
This will even makes the customers satisfied.
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BSBCUS501 Manage quality customer service
The fifth attribute of the customer service operation is that of flexibility. In handling the problems
of the customers, the facilities might have to handle three or four problems of the customers at
the same time. The facilities must possess the skill of doing “multi-tasking”
Question 4
(a) What do each of the following terms mean?
You may look up the definitions on the internet. Copy in the definitions and links.
Term Definition
public relations Public relations is the cautious practice of managing the widespread of
data between an organization or individual and the public. Recently, the
advertising is also considered to be apart of the public relations.
product promotion the promotion of the product means distributing or spreading the
ifnromation about products, list of products, brand and even company to
the people who are assumed to be its expected buyers. The main aim of
the promotion of the product is to generate sales and even develop a
brand name of the product or the company.
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BSBCUS501 Manage quality customer service
(b) You have just developed a new health drink. Summarise the public relations and product
promotion strategies you will use to launch the new product. (two strategies for each).
Public relations:
1. Showcasing the personality of the brand- the description of the unique characteristics of
the drink must be advertised. It is the duty of the PR to ensure that the characteristics of
the drink are being made aware to the customers
2. Monitor and adapt- It is the duty of the PR to adapt to several changes. the policies of the
Government must be focused on a daily basis.
Product promotion:
1. Development of the brand name of the health drink. The brand is considered to be the
identity of the product. Developing the brand will help in understanding the targeted
market and even permit to create a profitable strategy of the market.
2. Creation of a website that includes the information or description of the product can be
created. Fan pages on websites such as Facebook can be created to start marketing
about the new online product. Interesting facts about the product should be posted
there.
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BSBCUS501 Manage quality customer service
Question 5
You have been asked to develop procedures for dealing with customers with special needs in your
shop. Describe what procedures you would include to assist to meet each of the following needs.
Special needs Procedures
Someone with a hearing impairment 1) Words should be spoken softly and
distinctly.
2) Movements of mouth should not be
exaggerated
3) The name of the person should be said in
the beginning
4) The person with hearing impairment must
be watched directly.
Someone with a physical disability and
difficulty walking
1) The same treatment should be given to the
person with physical disability and people
2) Acknowledgement should be given to the
person
3)One needs to be flexible
Someone who cannot understand
English well
1) Instead of speaking, more emotions should
be expressed.
2) One needs to slow down while giving
instructions to the customer, instead of
shouting.
3) Cross-checking the understanding of the
student is very important
4) The sense of humour must be maintained.
Somebody with a sight impairment. 1) If the customer needs help then the
customer executive must go up and greet
them and identify themselves
2) The question should be asked to them
whether they need any help.
3) The answer should be heard very clearly,
after which the help should be given.
Question 6
(a) For each of the following customer needs, give an example of how you could meet it
Need How it could be met
To feel welcome 1) It is very important to smile. Even if the customer is on the
phone, the customer should be treated with a smile.
2) Manners should be kept in mind while dealing with a customer.
3) The name of the customers must be remembered
To be understood 1) the feedback of the student’s must be taken.
2) Personal attention should be given.
3) The customers should be thanked.
4) empathy should be given
To feel comfortable 1) Smile should often be exchanged.
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