Assessment Plan

BSBCUS501 Manage quality

customer service
Table of Contents
Part A ........................................................................................................................ 2
Assessment Guidelines ..................................................................................... 2
Assessment Schedule ....................................................................................... 2
Purpose of assessment .................................................................................... 3
Assessment conditions ..................................................................................... 3
Learner characteristics ..................................................................................... 3
Part B ....................................................................................................................... 4
Evidence requirements ..................................................................................... 4
Dimensions of competency .............................................................................. 4
Assessment methods and tasks ...................................................................... 5
Knowledge and performance evidence ........................................................... 6
Part C........................................................................................................................ 7
Assessment mapping summary ....................................................................... 7

BSBCUS501 Manage quality customer service

2015 Innovation and Business Industry Skills Council Ltd

1st edition version: 1

Page 1

Assessment Plan

Part A
Assessment Guidelines
You are advised to commence work on your assessment from week 1 and must be
submitted by the due date.

All assessment tasks must be completed and delivered individually.

Please read all instructions before starting each assessment.

You may refer to your student workbook or any other relevant resource when
completing your assessment. Do not quote directly from text books. You should
answer questions in your own words, except where it asks you to quote.

You have access to computers to assist you in completing your work

Assessment Schedule
Week
Week 1

Tasks to complete / DUE DATE

Learning Activity
Only

Week 2

Task 1:
Strategies and planning.
Project work DUE

Week 3

Learning Activity
Only
Task 2:

Week 4

Week 5

Role-play DUE
Learning Activity
Only
Task 3:

Week 6

Strategies and planning.

Written report DUE

BSBCUS501 Manage quality customer service

2015 Innovation and Business Industry Skills Council Ltd

1st edition version: 1

Page 2

Assessment Plan

Purpose of assessment
The purpose of assessment is to determine competency in:
BSBCUS501 Manage quality customer service

Assessment conditions
Assessment must be conducted in conditions that are safe and replicate the workplace.
Noise levels, production flow, interruptions and time variances must be typical of those
experienced in the customer service field of work and include access to:
legislation, regulations and codes of practice related to customer service
business technology
workplace documentation and resources
complex customer complaints
case studies and, where possible, real situations
interaction with others.

Learner characteristics
This unit applies to individuals who supervise the provision of quality customer service
within an organisations procedures framework by others. At this level, individuals must
exercise considerable discretion and judgement, using a range of problem-solving and
decision-making strategies.
The characteristics of the learners may include:
school leavers
people from non-English-speaking backgrounds
people with little or no work experience
individuals with some work experience
individuals currently working in a leadership role.

BSBCUS501 Manage quality customer service

2015 Innovation and Business Industry Skills Council Ltd

1st edition version: 1

Page 3

Assessment Plan

Part B
Evidence requirements
Element
Plan to meet internal
and external customer
requirements

Through review of the unit of competency, the following

evidence has been identified as appropriate for this unit
Investigate, identify, assess, and include the needs of

customers in planning processes

Ensure plans achieve the quality, time and cost

specifications agreed with customers

Ensure delivery of
quality products and
services

Deliver products and services to customer

specifications within organisations business plan

Monitor team performance to consistently meet the

organisations quality and delivery standards

Help colleagues overcome difficulties in meeting

customer service standards

Monitor, adjust and
review customer
service

Develop and use strategies to monitor progress in

achieving product and/or service targets and standards

Develop and use strategies to obtain customer

feedback to improve the provision of products and

services
Develop, procure and use resources effectively to

provide quality products and services to customers

Make decisions to overcome problems and to adapt

customer services, products and service delivery in

consultation with appropriate individuals and groups
Manage records, reports and recommendations within

the organisations systems and processes

Dimensions of competency
Dimension
Task

Requires participant to:

Develop customer service plan
Resolve complex complaint
Coach underperforming employee
Monitor, adjust and review customer service

BSBCUS501 Manage quality customer service

2015 Innovation and Business Industry Skills Council Ltd

1st edition version: 1

Page 4

Assessment Plan
Dimension
Task management

Requires participant to:

Complete customer contact and coach employee to

ensure delivery of quality customer service

Analyse data and feedback to identify customer service

issues and monitor service delivery

Gather and evaluate information to make

recommendations for improvement of customer service.

Contingency
management

Identify issues and determine options to improve

Job role/environment

Develop plans, recommendations and monitoring

customer service delivery

processes according to organisational needs and

strategies
Coach underperforming employee

Assessment methods and tasks

Methods of
assessment
Role-play

Through consultation with industry, the following assessment

methods have been deemed appropriate for this unit.
Assessment task 2: Candidate coaches an

underperforming employee
Written report

Assessment task 2: Candidate writes a report for the

board
Discussion/interview

Assessment task 3: Candidate meets with manager

(assessor) to discuss customer service performance

and improvement options.
Portfolio of work/
simulation

Assessment task 1: candidate develops a customer

service plan and reflection

Assessment task 2: Candidate writes an email to

resolve a customer compliant and submits coaching

documentation
Assessment task 3: Candidate develops KPIs and a

questionnaire for gathering customer feedback

BSBCUS501 Manage quality customer service

2015 Innovation and Business Industry Skills Council Ltd

1st edition version: 1

Page 5

Assessment Plan

Knowledge and performance evidence

Performance evidence
1. develop and manage organisational systems for quality customer service
2. develop and review plans, policies and procedures for delivering and monitoring
quality customer service
3. implement policies and procedures to ensure quality customer service
4. solve complex customer complaints and system problems that lead to poor
customer service
5. monitor and assist teams to meet customer service requirements
6. 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
1. outline the legislative and regulatory context of the organisation relevant to
customer service
2. describe organisational policy and procedures for customer service including
handling customer complaints
3. identify service standards and best practice models
4. summarise public relations and product promotion
5. outline techniques for dealing with customers including customers with specific
needs
6. explain techniques for solving complaints including the principles and techniques
involved in the management and organisation of:
a. customer behaviour
a. customer needs research
b. customer relations
c. ongoing product and/or service quality
d. problem identification and resolution
e. quality customer service delivery
f.

record keeping and management methods

g. strategies for monitoring, managing and introducing ways to improve

customer service relationships
h. strategies to obtain customer feedback.

BSBCUS501 Manage quality customer service

2015 Innovation and Business Industry Skills Council Ltd

1st edition version: 1

Page 6

Assessment Plan

Part C

Strategies and
planning

1.1, 1.2,
3.2, 3.5

1, 2

Knowledge
evidence***

Performance
evidence**

Elements/
PCs*

Description
The candidate develops a customer service plan for the
simulated business Innovative Widgets.

Assessment
method/s

Assessment Task
Develop a customer
service plan

Assessment
number

Assessment mapping summary

1, 2, 3,

Project work
Manage and
develop the team

The candidate reviews data to identify customer service

issues and brief the board. The candidate also
addresses a complex customer complaint.

Role-play

2.12.3, 3, 4, 5,
3.3, 3.5 6

Strategies and
planning

1.1, 2.2,
3.13.4

The candidate then participates in a role-play to manage

and underperforming employee.
Monitor and
improve customer
service

The candidate will develop strategies to monitor

progress and obtain customer feedback. The candidate
will produce a report with recommendations for
organisation-wide customer service improvement.

Written report

* Elements and Performance Criteria are numbered using the Unit of Competency numbering system.
** Obtain number from previous table Performance Evidence
*** Obtain number from previous table Knowledge Evidence

BSBCUS501 Manage quality customer service

2015 Innovation and Business Industry Skills Council Ltd

1st edition version: 1

Page 7

1, 2, 4,
5, 6

2, 5, 6