SFC Assessment: BSBCUS501 Manage Quality Customer Service

This document presents a comprehensive learner assessment for the BSBCUS501 unit, focusing on managing quality customer service. The assessment includes detailed instructions, assessment requirements, and candidate details. It encompasses various activities, including observation/demonstration, third-party guides, and a series of activities with checklists for assessors. The assessment is divided into summative sections covering skills, knowledge, and performance, each with its own checklist. It includes workplace documentation and supplementary oral questions. The assessment emphasizes practical skills such as reading, writing, oral communication, and numeracy, as well as understanding organizational protocols and interacting with others. The document outlines plagiarism and collusion policies, competency outcomes, and appeal processes. The assessment aims to evaluate a learner's ability to meet the required performance criteria for the unit, with both satisfactory and not satisfactory outcomes defined. The document also provides information on recognized prior learning and special needs considerations.