Student Assessment Guide
BSBCUS501
Manage Quality Customer Service
Address: Level 7, 16-18 Wentworth Street Pa
amatta NSW 2150
Phone : XXXXXXXXXXEmail : XXXXXXXXXX
Web: www.trinityinstitute.edu.au
BSBCUS501 Student Assessment Guide
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Table of Contents
Assessment Information 1
Assessment Event 1 – Knowledge Questions 3
Question 1 3
Question 2 3
Question 3 3
Question 4 4
Question 5 4
Assessment Event 2: Sha
y College Simulation 5
Task 1: Plan to meet internal and external customer requirements 5
1.1 Review documents on customer service 5
1.2 Analyse documents 5
1.3 Identify strategies to improve customer service 6
1.4 Develop a draft Customer Service Plan 6
1.5 Communicate Customer Service Plan with customers 6
Task 2: Ensure delivery of quality products and services 7
2.1 Develop budget for Customer Service Plan 7
2.2 implementation of customer service policy and procedures 7
2.3 Implementation of staff support strategy 7
2.4 Monitor team performance 7
Task 3: Monitor, adjust and review customer service 8
3.1 Develop strategies to obtain customer feedback and monitor progress 8
3.2 Use strategies to monitor progress in achieving targets 8
3.3 Develop and procure resources 8
3.4 Manage records, reports and recommendations 8
Appendix A: Sha
y College Simulation 9
Sha
y College Simulation Background 9
Simulation Phases 10
Your Role in the Simulation 10
Phase 1: 10
Phase 2: 10
Phase 3: 10
Assessment Conditions for the Observation 11
Appendix B: Observation Check Sheets 12
Assessment Information
Welcome to your Student Assessment Guide for BSBCUS501 Manage Quality Customer Service. This Guide provides you with information on the assessment particularly what you have to do and to what level of performance.
This assessment has the following two events:
Assessment Event 1 – Knowledge Questions
There are two questions that will provide us with evidence of your general knowledge of legislation and principles with customer service.
This assessment is completed in your own time and by a submission date provided by your Assessor. You may use support material in the development of your responses, but you must indicate the source. In addition, you must not ‘cut and paste’ content from your source, rather, use your words, unless it is a direct quote.
Assessment Event 2 – Simulation: Sha
y College
You will complete a number of tasks that will provide us with evidence of your skills with planning, implementing, monitoring Customer Service Plan for the College. These tasks will be based on your role of Customer Service Manager in a simulation with an organisation that offers a Diploma of Business program.
To complete the Simulation, you will need to refer to the following resources:
Standards for Customer Service
This document is used in Task 1.1 where you will review the approach taken by the College with customer service.
Budget Plan Template
This document is used in Task 2.1 where you will plan the expenses for delivering customer service.
Fe
uary Data and Information
This folder is used in Task 1.1 where you will review the cu
ent performance with the Trainer, Student Support Officer, materials, informal feedback from staff and students, attendance records.
March Data
This folder is also used in Task 2.4 where you will review new data on performance with the Trainer, Student Support Officer, materials and attendance records.
April Data
This folder is used in Task 3.2 where you will review the cu
ent performance with all staff, resources and pricing.
Remember, you do not type your responses in this Student Assessment Guide, but use the Student Assessment Workbook, which is a separate document. This document is simply a guide to explain what you are required to do, and by doing so, this will assist you to perform at your best.
Please note that your responses for both assessment events can (where appropriate) use dot point format. See below for an example of a dot point response and a full sentence response.
Dot point format
Presentation Plan includes the following:
· outcomes
· needs of the audience
· context.
Full sentence format
When you are preparing for a Presentation, there are a number of tasks that must be ca
ied out. These are; listing the outcomes that you want to achieve, followed by the identification of the needs of your audience. When you have completed these two tasks, you then check on the room you will be conducting the simulation in etc.
Performance required
· complete all of the questions and tasks listed in the Student Assessment Workbook
· meet all the requirements listed in this Student Assessment Guide
· your responses to the questions and tasks must be relevant, accurate and specific
· submit your completed Student Assessment Workbook to your Assessor within the set timeframes
· your work must be in your own words
· where you use an external source of information, you must provide citation.
Please be aware that your Assessor is here to provide you with the necessary support throughout the assessment process. If you have questions, then contact them for guidance.
Assessment Event 1 – Knowledge Questions
The information contained in this assessment event lists the questions that you will need to develop a written response. These questions are theoretical and provide evidence of your understanding of the impact of legislation on an organisation’s customer service and the principles of promotion and publicity. Each question includes the requirements which indicate what you have to do and the depth of your response to achieve a satisfactory result.
Question 1
In the table below describe legislations and their application to an organisation.
R 1. list and explain three legal requirements related to customer service:
· include the co
ect title and date of their primary legislations and legislative instruments
· summarise the key provision of each requirement
· provide an example of its application
R 2. word count is approximately 50 words.
Legislation
Explanation
Application to organisation
Question 2
In the table below, summarise product promotion and public relations.
R1. provide a description of the attributes of each component
R2. provide an explanation of the importance to customer service
R3. word count is 100 words for each component.
Promotion
Components
Attributes
Importance to customer service
Promotion marketing
Advertising
Personal selling
Publicity
Public Relations
Component
Attributes
Importance to customer service
Public Relation
Question 3
Identify service standards and best practice models.
R 1. list five principles of customer service
R 2. word count is approximately 50 words.
Question 4
Outline techniques for dealing with customers.
R 1. describe three techniques
R 2. one technique must address customers with specific needs
R 3. word count is approximately 50 words.
Question 5
In the table below, explain techniques for solving complaints.
R 1. explain one technique for each principle listed
R 2. word count is approximately 40 words for each principle.
Principle
Explanation of Principle
Technique
Customer behaviou
Customer needs research
Customer relations
Ongoing product or service quality
Problem identification and resolution
Quality customer service delivery
Record keeping and management methods
Assessment Event 2: Sha
y College Simulation
In this assessment, you will undertake a number of tasks associated with reviewing customer service levels and implementing a Customer Service Plan for Sha
y College. In this simulation, you will perform the following actions:
· plan to meet internal and external and external customer requirements
· ensure delivery of quality products and services
· monitor, adjust and review customer service.
Please ensure that you familiarise yourself with this set of requirements that underpin this simulation. This includes understanding the background of the simulation and the criteria you will be assessed on. These are located in the Appendix of this document.
Task 1: Plan to meet internal and external customer requirements
In this task, you will review the documentation on customer service levels in the organisation. You will then analyse the data and information provided and develop a Customer Service Plan to meet the needs of clients.
1.1 Review documents on customer service
R 1. review the data and information on customer service in the College:
· list a minimum of five features with the products and services
· list five key concerns raised in the student box from customers
· produce Excel graphs on attendance, Trainer, Student Support Officer and Materials data
· list four key concerns that arose from the focus group with customers
R 2. word count is not critical.
1.2 Analyse documents
R 1. analyse the customer service data and information:
· using the table, identify and list a minimum of six cu
ent problems
· problems must specify areas of customer service delivery
R 2. using the table, provide a minimum of two root causes for each problem
R 3. word count is approx. 200 words
Problems with customer service
Root cause of problems
1.
2.
3.
4.
5.
6.
7.
8.
9.
10.
11.
1.3 Identify strategies to improve customer service
R
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