LMD 3.1 Assessment: Managing Customer Service and Improvement

This assessment task evaluates a student's understanding of managing quality customer service and facilitating continuous improvement within the framework of the BSB51918 Diploma of Leadership and Management. The assignment requires the student to demonstrate knowledge of relevant legislation and regulations, such as the Competition and Consumer Act and Fair Trading laws, and their impact on customer service. Furthermore, the student is tasked with analyzing organizational policies, including customer complaint handling, and identifying corresponding service standards and best practices. The assessment also covers continuous improvement processes, stakeholder communication, and the integration of these systems with other business functions. The student must answer questions demonstrating their ability to apply these concepts, including providing examples and detailed explanations to meet the assessment criteria. The task is to be completed independently and requires the student to demonstrate effective written communication skills.