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Independent Schools Victoria

Registered Training Organisation


BSBCUS201A
Deliver a Service to Customers
Unit 10 of 12

BSBCUS201A (V2)

Independent Schools Victoria, 2012

Contents
Teacher or Workplace Mapped Observation Checklist .......................................................... 1
Instructions ........................................................................................................................... 2
1. Customer Service.............................................................................................................. 3
2. Paralanguage.................................................................................................................... 5
3. Communication ................................................................................................................. 7
3.1 Active Listening ........................................................................................................... 7
4. Role Play ........................................................................................................................ 10
5. Continuous Improvement ................................................................................................ 12
Submitting Work for this Unit ............................................................................................... 17

Independent Schools Victoria 2012


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Teacher or Workplace Mapped


Observation Checklist
Name of Student: ____________________________________________________
Element:
PC
1.1,1.2,
2.4

1.3,1.4,1.5

2.1, 3.3

2.2, 3.1

3.2,4.3,
4.4

3.4
4.1, 4.2

Question (please tick suitable response)

Yes

Is the student able to acknowledge and greet customers/ clients/


personnel professionally, courteously and concisely, presenting
themselves suitably in behavior and dress while acknowledging their
own personal limitations to seek assistance appropriately as needed?
Does the student communicate sensitively and appropriately,
establishing rapport/personal interest while considering cultural and
other specific needs?
Is the student able to communicate clearly and concisely while using
appropriate questioning and active listening techniques when
establishing needs?
Can the student accurately assess the need for urgency and prioritise
to offer prompt customer service in accordance with organisational
needs?
Can the student provide information on problems and delays,
recommending other services appropriately to identify unmet needs
then follow-up within appropriate timeframes within organisational
guidelines?
Is the student able to identify and take on opportunities to enhance the
quality of service and products?
Does the student promptly recognise, handle sensitively and
accurately record customer feedback within organisational guidelines?

As this students teacher and supervisor, I agree that he/she has demonstrated the above
skills and knowledge during a work placement or in a simulated workplace. Where a No has
been indicated, the student will be given further training to achieve competency. My
responses give a true, valid and fair evaluation of the student.

C/NYC

Date: ______
______________________________________________________________________
______________________________________________________________________
_______________________________________________________________
If additional tasks were completed, please re-assess student.

C/NYC

Date: _______
______________________________________________________________________
______________________________________________________________________
Teacher/Supervisor: Name____________________ Date: ________________
Signature: _____________________ Contact if required: _________________
BSBCUS201A (V2)

Independent Schools Victoria, 2012

No

Instructions
To complete this unit, you will have to complete the following tasks. Have your teacher sign
page one when you have completed the work.

Task 1A

Watch videos and write types of bad service that you saw

Task 1B

Watch three Barbara videos and some questions to answer on bank service

Task 2A

Look up a link and answer questions

Task 2B

Describe different emoticons

Task 2C

Identify facial expressions and gestures

Task 3

Scenario working at a VET

Task 4

Question and role plays

Task 5A

Answer written questions

Task 5B

Watch a video, a feedback form to design and distribute, then analyse

Task 6

Additional teacher checkbox to be signed

BSBCUS201A (V2)

Independent Schools Victoria, 2012

1. Customer Service
No matter what field of employment people work in, they will almost all have a customer
service aspect. Whether you become a manager, a principal, a hairdresser, waiter or
politician, all of those positions have some relationship with people as customers, clients or
members of the public to be served in some way.

Task 1A
Watch the video clips on bad customer service. (Ignore the short ad at the start of the
Mr Bean link). Describe four things that demonstrate poor customer service.
www.youtube.com/watch?v=lmFXThtn014&feature=related
www.youtube.com/watch?v=lwPdQehYXZA&feature=related
i) _________________________________________________________________
___________________________________________________________________
___________________________________________________________________
ii)__________________________________________________________________
___________________________________________________________________
___________________________________________________________________
iii)__________________________________________________________________
___________________________________________________________________
___________________________________________________________________
iv)_________________________________________________________________
___________________________________________________________________

_________________________________________________________________

If any of the above links are inactive, try the following key words until you find another
suitable site: poor customer service, bad customer service.

BSBCUS201A (V2)

Independent Schools Victoria, 2012

Task 1B
You have probably seen the Barbara bank ads on TV. Although everyone laughs at
them, many people feel they have been treated badly in banks, so it is fun to laugh
back at someone who has power over the customers.

Here are three of the short ads and some questions below.
www.youtube.com/watch?v=vC58URpEqn4
www.youtube.com/watch?v=_aR_LRey6QA&feature=related
www.youtube.com/watch?v=qnzhSXJzt6s&feature=related
i) What three things are there about Barbara that you think would make the worst
impression on customers? Think of things to do with appearance, voice, language,
body language and vocabulary
1) _________________________________________________________________
___________________________________________________________________
2) _________________________________________________________________
___________________________________________________________________
3) _________________________________________________________________
___________________________________________________________________
ii) Are Barbaras clothes suitable for a bank manager? Describe what a bank manager
should wear to look really professional.
___________________________________________________________________
___________________________________________________________________
___________________________________________________________________
___________________________________________________________________
iii) Bank tellers deal with customers all day. How should a bank teller dress for work?
_________________________________________________________________
___________________________________________________________________
___________________________________________________________________
___________________________________________________________________

BSBCUS201A (V2)

Independent Schools Victoria, 2012

2. Paralanguage
Part of offering good customer service is through various types of communication. In earlier
units, you have touched on language and body language. Did you know that some people
say that 55 per cent of all communication is non-verbal?
Watch the following link which describes what is known as paralanguage. The link uses
children as the main examples because they are good at non-verbal language. Did you
notice that the narrator said that different cultures have different approaches to many
aspects of paralanguage?
www.youtube.com/watch?v=vpPX70V_zIY&feature=related
If the above link is inactive, try doing a search on paralanguage. Your teacher may
have to arrange a discussion on this topic.

Task 2A
After you have watched this link, answer the following questions. You may have to
watch it again.
i) Name one of the cultures the narrator mentioned where the people may find
prolonged eye-contact inappropriate?

ii) If a child is silent, what might they be trying to convey to a watcher?


___________________________________________________________________

iii) What may nurses wear to make children more comfortable?


___________________________________________________________________

Task 2B
When we email or chat, it is hard to convey tones, volume, gestures, body-language
and other forms of paralanguage so we might use emoticons.
What do these emoticons say to you? They dont have to use verbal language.

___________
BSBCUS201A (V2)

___________

______________

_____________ ___________

Independent Schools Victoria, 2012

Task 2C
What do you think the following examples of facial expressions as paralanguage
may mean in a customer?

i)

ii)

iii)

iv)

____________________________________________

v)

vi)

vii)

__________________________________________________

viii) Which would be the best face for a customer service job? Number__________
Why? ______________________________________________________________
___________________________________________________________________
___________________________________________________________________

BSBCUS201A (V2)

Independent Schools Victoria, 2012

3. Communication
For this unit, you must demonstrate that you can communicate appropriately with customers.
Most of you know what kind of respect, gestures and suitable language to use in school and
on family occasions. Think about how you would sound and appear as a customer-service
worker. While you are out shopping or addressing someone at a desk, watch how they
speak and act. By observing others, we learn all the time.

3.1 Active Listening


Watch this link for one of the best salesmen you will see in action. Notice his excellent active
listening skills which are shown when he responds to every comment and question,
demonstrating that he heard and absorbed every word of the conversation.
www.youtube.com/watch?v=-pY_7q7ZP5o&feature=related
While you may never be a salesperson, this man demonstrates the best ways to
communicate with another individual by showing interest, giving appropriate feedback and
encouragement, while also providing the support and information his customer needs.

Watch this training link on the listen active leaning system.


www.youtube.com/watch?v=ENkwUBPhMJw&feature=related
L = Look
I = Inquire
S = Summarise
T = Take Notes
E = Encourage
N = Neutralise your feelings/biases.
This system will make you more aware of how you communicate with people and it is useful
for preparing you for the role playing tasks for this unit.
If any of the above links are inactive, try the following key words: active listening

BSBCUS201A (V2)

Independent Schools Victoria, 2012

Task 3
Scenario: CatsNDogs Pty Ltd
You have been asked to help out at a family members veterinarian business by acting
as a receptionist on a Saturday for a few hours. Think about how you would act and
greet people in these cases. Write what you would say and what you would do.
i) What would you wear to work?
___________________________________________________________________
___________________________________________________________________
__________________________________________________________________
___________________________________________________________________

ii) Mr Jones comes in with his canary Tweety. He is looking angry. He says someone
was supposed to ring him to remind him about Tweetys next appointment and nobody
had rung. Remember to use active listening. How do you respond?
___________________________________________________________________
___________________________________________________________________
__________________________________________________________________
___________________________________________________________________

ii) Little Mary comes in crying as she holds her cat, Scratchy, which has a torn,
bleeding ear. What do you say and do?
___________________________________________________________________
___________________________________________________________________
__________________________________________________________________
___________________________________________________________________

BSBCUS201A (V2)

Independent Schools Victoria, 2012

iii) Mrs De Cata comes in and demands to see the vet without an appointment. How do
you assess the urgency of the situation and respond accordingly?
___________________________________________________________________
___________________________________________________________________
__________________________________________________________________
___________________________________________________________________

iv) A uniformed policeman comes to the desk. You arent sure how to respond to his
questions. Who do you ask?
_____________________________________________________________

v) The policeman explains there is an animal emergency in the next block and asks if
the vet can attend when he finishes with his last patient of the morning. There are two
appointments for after lunch. You have their mobile numbers. How do you explain to
the owners about cancelling their appointments and rescheduling them?
___________________________________________________________________
___________________________________________________________________
__________________________________________________________________
___________________________________________________________________
___________________________________________________________________
___________________________________________________________________
__________________________________________________________________
___________________________________________________________________

BSBCUS201A (V2)

Independent Schools Victoria, 2012

4. Role Play
Have you done role plays for any of your subjects? The idea is that you are given a role
like in the movies or on TV and a situation then you have to act it out. The idea is that you
will have to think through the situation and you will learn by planning and enacting the role.
For VET, this is part of the balance of Skills with Knowledge. Your teacher will observe your
role plays and sign off in the boxes on the next page.

Remember Confucius? I hear and I forget. I see and I remember. I do and I understand.

When you play a role, you tend to remember what you did because not only do you plan
your own movements and dialogue, you do the task. Because there are two or more people
involved, many interactions are funny or clumsy which makes you member them.
Giving students information verbally or in written form does not mean it is always retained,
but personal experience often is recalled easily. Role-playing tends to transform the content
of education from information into experience.

Task 4
Role Play A
Watch the short link called Give Me a Whopper! to see two boys doing a role play of
being a customer and a front-desk fast-food worker.
www.youtube.com/watch?v=5UJscvGjpWU&feature=related
Ideally, the customer should have been told other options. What would you have
recommended?
___________________________________________________________________
___________________________________________________________________
__________________________________________________________________
___________________________________________________________________

BSBCUS201A (V2)

Independent Schools Victoria, 2012

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Role Play B
You will need a partner to complete the role play. One of you is a customer and the
other the salesperson. The customer needs to make a complaint about the tee shirt
they just bought. The salesperson needs to reply using appropriate language and
gestures.
This role play was completed and observed by teacher.

Teacher signature: ___________________

_________ Date: ____________

Role Play C
You and your partner need to be a doctors receptionist and a patient in a wheelchair
which will not fit through the space next to the desk. What do you say and do?
This role play was completed and observed by teacher.

Teacher signature: ___________________

_________ Date: ____________

Role Play D
You are a school student with a beginner-level of English and a blood nose, and the
school office worker (your role play partner) is trying to explain where to find the school
nurse (or first aider). How do you assist the student to feel reassured and get them
appropriate assistance?
This role play was completed and observed by teacher.

Teacher signature: ___________________

BSBCUS201A (V2)

_________ Date: ____________

Independent Schools Victoria, 2012

11

5. Continuous Improvement
Do you remember a previous unit mentioned the philosopher and scientist Francis Bacon
who devised a continuous improvement cycle as: hypothesis, experiment and evaluate.
And the similar cycles such as the Stewhart cycle below?

Plan, Do, Check, Act


This also applies to customer service and companies like to get feedback and introduce
improvements whenever they can, to ensure their business stays competitive.

Task 5A
i) Remember that you were working at the desk of Cats N Dogs Pty Ltd in Task 4?
There were obviously problems with the business set-up as you were asked to fill in
and have not yet been trained in reception work. Can you think of two suggestions for
the company to improve its reception area?
1) __________________________________________________________________
___________________________________________________________________
2) __________________________________________________________________
___________________________________________________________________
ii) If you are filling in again as a worker for the vet, and need to refer customers to
other services. Find out the contact details and what the following places do for
animals.
1) Lort Smith Animal Hospital. Phone number______________________________
Address ___________________________________________________________
What does this hospital do?
___________________________________________________________________
___________________________________________________________________
__________________________________________________________________
___________________________________________________________________

BSBCUS201A (V2)

Independent Schools Victoria, 2012

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2) The Australian Animal Protection Society (Keysborough )


Phone Number_______________________________
Address ____________________________________________________________
What does this shelter do?
___________________________________________________________________
___________________________________________________________________
__________________________________________________________________
iii) When would you recommend these services to a customer?
___________________________________________________________________
___________________________________________________________________
__________________________________________________________________

5.1 Feedback
Task 5B
i) As part of continuous improvement, businesses rely on feedback from their clients,
patients and members. Websites often have feedback forms that you can submit
online. Here is one example for Myers stores in Melbourne. Just print a page for your
folder to show that you have looked at it, but please dont fill it out and submit it!
www.myer.com.au/help_customer-feedback-form.aspx
ii) Try creating a simple customer feedback form for your school or class. There is an
example on the next page but you can make changes. You need to ask six questions
with yes/no answers and two questions asking for a score between 1 for best and five
for worst.
iii) When you have created your feedback form you must hand it out to at least
students people (students, staff members, friends and family) then collate the results.
There is also a form for this on the next page.

BSBCUS201A (V2)

Independent Schools Victoria, 2012

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Feedback Form
Here is an example of a fairly simple Customer Feedback form to give you an idea of the
kind of questions you can ask your customers. Make your own version.

Name: __________________________________________________
Contact details: ___________________________________________
________________________________________(Personal details optional)
Please circle your replies.
1. I am happy with the service I receive from the company.

Yes

No

2. The shop is always clean and tidy

Yes

No

3. The receptionist is polite and welcoming

Yes

No

4. The goods I purchased are in good order

Yes

No

5. I am happy with your money-back-guarantee policy

Yes

No

6. Sales staff are always well informed and helpful

Yes

No

7. I would rate your service as

1 (best)

5 (worst)

8. Compared to other shops, yours is

1 (best)

5 (worst)

Thank you for completing this survey.


The Manager

BSBCUS201A (V2)

Independent Schools Victoria, 2012

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Responses
Here is how to collate the Responses
Question 1

Number of yes____________ Number of No ____________

Question 2

Number of yes____________ Number of No ____________

Question 3

Number of yes____________ Number of No ____________

Question 4

Number of yes____________ Number of No ____________

Question 5

Number of yes____________ Number of No ____________

Question 6

Number of yes____________ Number of No ____________

Question 7

Number of 1(best) ______2______3______4_______5 (worst)

Question 8

Number of 1(best) ______2______3______4_______5 (worst)

Task 5C
i) What did your customers like and dislike?
__________________________________________________________________
__________________________________________________________________

ii) Suggest some improvements that could be made as a result of the feedback survey
__________________________________________________________________
__________________________________________________________________
__________________________________________________________________
__________________________________________________________________
__________________________________________________________________
__________________________________________________________________

BSBCUS201A (V2)

Independent Schools Victoria, 2012

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Task 5D
Additional Checklist
I have observed this student completing the following tasks safely

Demonstrate working with clients and customers appropriately for different cultures
and special needs

Showing they are able to listen actively and offer assistance


Completing role plays as simulated customer interactions
Showing skill and knowledge in all aspects of business communication
Demonstrating a clear understanding or customer service and feedback
Having discussed organisational policies, OH&S, anti-discrimination, access and
equity in this and other units

Having taken appropriate notes during discussion sessions


Teacher signature: ____________________________ Date: ___________

BSBCUS201A (V2)

Independent Schools Victoria, 2012

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Submitting Work for this Unit

Some work is to be filled out in the booklet.


Your teacher may ask you to send some electronically. Ask for an email address to send
it to
If you have group work, you may choose to submit it using a USB stick, or burn onto a
CD.

BSBCUS201A (V2)

Independent Schools Victoria, 2012

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