Assessment I - Customer Service

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1_v3
Details of Assessment
Term and Year Time allowed 7 Weeks
Assessment No 1 Assessment Weighting 100%
Assessment Type Knowledge Evidence and Service Improvement Project (Individual)
Due Date Week 7 Room
Details of Subject
Qualification BSB51918 Diploma of Leadership and Management
Subject Name Customer Service
Details of Unit(s) of competency
Unit Code (s) and
BSBCUS501 Manage Quality Customer service
Names
Details of Student
Student Name
College Student ID
Student Declaration: I declare that the work submitted is my

own and has not been copied or plagiarised from any person Student’s
or source. I acknowledge that I understand the requirements Signature: ____________________
to complete the assessment tasks. I am also aware of my
right to appeal. The feedback session schedule and Date: _____/_____/_________
reassessment procedure were explained to me.
Details of Assessor
Assessor’s Name
Assessment Outcome
Assessment
Competent Not Yet Competent Marks / 100
Result
Feedback to Student
Progressive feedback to students, identifying gaps in competency and comments on positive
improvements:
Assessor Declaration: I declare that I have conducted

a fair, valid, reliable and flexible assessment with this
student. Assessor’s
Signature: ___________________
Student attended the feedback session.
Date: _____/_____/________
Student did not attend the feedback session.
Customer Service, Assessment No.1 v2.0 Last updated on 12/11/2019 by MM Page 1

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Purpose of the Assessment
The purpose of this assessment is to assess the Competent Not Yet Competent
student in the following learning outcomes:
(C) (NYC)
1.1 Investigate, identify, assess, and include the

needs of customers in planning processes
1.2 Ensure plans achieve the quality, time and cost
specifications agreed with customers
2.1 Deliver products and services to customer
specifications within organisation’s business plan
2.2 Monitor team performance to consistently meet
the organisation’s quality and delivery standards
2.3 Help colleagues overcome difficulties in meeting
customer service standards
3.1 Develop and use strategies to monitor progress
in achieving product and/or service targets and
standards
3.2 Develop and use strategies to obtain customer
feedback to improve the provision of products and
services
3.3 Develop, procure and use resources effectively
to provide quality products and services to
customers
3.4 Make decisions to overcome problems and to
adapt customer services, products and service
delivery in consultation with appropriate individuals
and groups
3.5 Manage records, reports and recommendations
within the organisation’s systems and processes
Assessment/evidence gathering conditions
Each assessment component is recorded as either Competent (C) or Not Yet Competent (NYC). A student
can only achieve competence when all assessment components listed under “Purpose of the assessment”
section are recorded as competent. Your trainer will give you feedback after the completion of each
assessment. A student who is assessed as NYC (Not Yet Competent) is eligible for re-assessment.
Resources required for this Assessment
 Computer with relevant software applications and access to internet

 Weekly eLearning notes relevant to the tasks/questions
Instructions for Students
Please read the following instructions carefully
 This assessment has to be completed In class At home
 The assessment is to be completed according to the instructions given by your assessor.
 Feedback on each task will be provided to enable you to determine how your work could be improved.
You will be provided with feedback on your work within two weeks of the assessment due date. All other
feedback will be provided by the end of the term.
 Should you not answer the questions correctly, you will be given feedback on the results and your gaps
in knowledge. You will be given another opportunity to demonstrate your knowledge and skills to be
deemed competent for this unit of competency.
 If you are not sure about any aspects of this assessment, please ask for clarification from your
assessor.
 Please refer to the College re-assessment for more information (Student Handbook).

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ASSESSMENT BRIEF & INSTRUCTIONS
This assessment comprises both the knowledge evidence in PART A and the evidence on
managing organisational systems to ensure quality customer service within a simulated
workplace environment in PART B. You are required to respond to all the knowledge evidence
questions (PART A) and as well as complete the Customer Service Improvement Project (PART B) to
be deemed competent. In this assessment learners are required to develop and manage
organisational systems for customer service, review and modify plans, policies and procedures.
Learners are also required to monitor and assist teams in regards to customer service.
PART A: KNOWLEDGE EVIDENCE – 25%

This assessment comprises the knowledge evidence of the unit BSBCUS501. You are required to
respond to the Ten (10) knowledge evidence questions in order to be evaluated for the underpinning
knowledge requirements attached to the unit. This part of the assessment has been established with
the aim to measure your knowledge, skills and attributes in ensuring quality customer service.
Through this assessment you are required to provide evidence of your understanding of quality
customer service in relation to legislative context, outline techniques for dealing with various types of
customers, and explain techniques for solving customer complaints.
PART B: CUSTOMER SERVICE IMPROVEMENT PROJECT – 75%

Using the Customer Service Improvement Project template provided in this assessment, you are
required to develop and manage organisational systems to ensure quality customer service for an
enterprise of your choice (within Australia) or use the simulated organisational context of
David Jones Fashion Retailer.
You will be working towards performing the following tasks within the simulated work environment or
your chosen organisation. If you have chosen your own work environment, you will need to arrange
and gather several relevant documents from your workplace to analyse review and modify for the
purpose of assessment requirements. Whether you choose your own workplace or the simulated
work environment, to demonstrate competency you will need to complete several tasks following the
exact structure as mentioned using the customer service improvement project template.
 develop and manage organisational systems for quality customer service
 develop and review plans, policies and procedures for delivering and monitoring quality
customer service
 implement policies and procedures to ensure quality customer service
 solve complex customer complaints and system problems that lead to poor customer service
 monitor and assist teams to meet customer service requirements

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 develop, procure and use human and physical resources to support quality customer service
delivery

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PART A: KNOWLEDGE EVIDENCE – 25%

This assessment comprises the knowledge evidence of the unit BSBCUS501. You are required to
respond to the Ten (10) knowledge evidence questions in order to be evaluated for the underpinning
knowledge requirements attached to the unit. Use the provided spaces below to respond to each
question. You can also find the related learning resources & materials in the subject e-learning page.
Question 1. Identify and explain two (2) strategies to handle product /service quality
complaints and two (2) strategies to delivering quality customer service.
1.
2.
A.
B.
Question 2. Outline four (4) techniques to deal with customers and two (2) techniques to
identify needs of customers with special needs.
1.
2.
3.
4.
Special Needs Technique.
Special Needs Technique.
Question 3. Summarise your understanding of public relations and product promotion. Refer
to the links below for additional research.
Public Relations - https://careertrend.com/about-6300057-customer-service-different-public-
relations-.html
Product Promotion - https://www.business.qld.gov.au/running-business/marketing-sales/marketing-
promotion/marketing-basics/promotional-activities
PUBLIC RELATIONS:

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PRODUCT PROMOTION:
Question 4. Provide four (4) examples or techniques of open questions that might elicit
feedback from customers in regards to customer complaints.
Question 5. Provide two (2) examples of recordkeeping and documentations that you should
have when dealing with customer complaints.
Question 6. Scenario on Service Standards and Best Practice Models.

You are the shift manager of a book printing firm where an employee named Janice works in the
production department of your firm. Her role involves collating printed documents, binding them and
preparing them ready for shipment to the customer. She has no direct contact with the customer and
believes that she has no responsibility for quality management. If a mistake in the print run is made,
then she is not responsible. Her responsibility is just to take the printed material, collate it, bind it and
ship it. Janice has reasonable communication and interpersonal skills. She is friendly and gets along
well with her co-workers.
Although Janice prepares the products ready for shipment she does not address them. In fact, if you
asked her, she would not be able to tell you who the organisations customers were. As far as she is
concerned all the knowledge about customers - who they are and what they actually want – is

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processed by other people in the organisation. All she does is work on the production line. This
means that as far as she is concerned, she has no responsibility for customer service. Other people in
the organisation are employed to provide customer service because they are good at it.
Organisational context to service standards and best practice: You current policy on standards
states that “every employee is required to have knowledge on customers and products regardless of
their position and work area”.
A. What is wrong here – with Janice’s attitude and with the organisational system?
B. What should you do to make Janice more aware of her service standards and the
responsibilities toward the organisations customers?
Question 7. Scenario on Customer Service Codes of Practice.

You are the service supervisor at a Medical Insurance company XXY. Sally is a service associate who
works within your service team. On one day Sally was working hard at her tasks to complete a
transaction for a customer. When she completed this task she indicated with a hand wave to the next
customer to come forward to the desk. The next customer was agitated.
They had come into the office with a complaint regarding continued correspondence for a person who
no longer resided at the same address. The customer complained that this was the third time they had
raised the complaint and none of the staff listened. Further to this the customer complained about the
length of time it “always took” to be served, that the communication style of the staff was disrespectful
and that chairs should be provided in the waiting area.
Your organisation follows and is under the Australian legislative authorities and regulatory bodies
such as Australian Competition and Consumer Commission, Australian Consumer Law, and Fair
Trading authorities. The following organisational codes of practices were developed using guidelines
and information from these regulatory bodies. Please refer to the links of these regulatory authorities
to identify possible issues within the organisational codes of practices.
The following are some of the core principles of the XXY’s service Code of Practice:
 Cultural diversity, and cultural competence standards
 Use of services and treatments having evidence of effectiveness
 Protection of customer privacy and confidential information
 Sound governance, service accountability, and responsible use of resources
 Systematic collection, reporting, analysis, and use of complaint and service data
 Adherence to professionally-qualified standards of service
 Complying with all applicable federal and state laws
Do you think Sally is not following the company’s customer service “codes of practice”? Why
or why not? Relate to the legislative context and use reference of regulatory authorities.

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Based on the problems that you have identified, as the supervisor what would you recommend
Sally based on the codes of practice?
If you find several other employees doing the same, who would you consult to implement the
codes of practice?
Based on the context of this organisation, identify and outline any changes that may be
required in “Codes of Practices”.
Question 8. Identify and explain four (4) most important techniques (or factors to consider)
when dealing with complaints especially with an angry customer.

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Question 9. Research, Identify and Explain two (2) techniques for managing each of following
customer complaints issues: Customer needs to complaints, Improving relationships with
complained customer, Improving overall customer service in complaint situations.
Complained customer needs
Improving relationships with complained customer
Improving overall customer service in complaint situations
Question 10. You work as the service delivery manager for an online store named “ASOS”. Identify
and develop at least 8 service standards for your service team.
1.
2.
3.

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4.
5.
6.
7.
8.

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KNOWLEDGE EVIDENCE MARKING ALLOCATIONS

(Trainer/Assessor use for assessing & marking purposes)
The learner will be assessed on the following knowledge Marks Marks

evidence and performance evidence allocated received
Q1. Product and Service Quality 2
Q2. Dealing with customers and special needs customers 3
Q3. Public relations and product promotions 4
Q4. Methods to obtain customer feedback 2
Q5. Recordkeeping and documentation methods 1
Q6. Service Standards and Best Practice 2
Q7. Problem Identification and Resolution to Customer Service 4

issue in regards to Legislative and Regulatory contexts
Q8. Customer Behaviour 2
Q9. Complained customer needs, Improving relationships with 3

complained customer, Improving overall customer service in
complaint situations
Q10. Service Standards and Organisational Procedures 2

TOTAL MARKS 25

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PART B: CUSTOMER SERVICE IMPROVEMENT PROJECT – 75%
SIMULATED WORK ORGANISATION PROJECT (if not using an organisation of your choice)
Note: The organisational details used in this assessment have been mostly sourced (and to some extent paraphrased) from
the organisation’s website and other relevant external sources. Several of the organisational information within this assessment
context is imaginary or modified for the purpose of creating simulated workplace scenarios to align with the unit BSBCUS501.
Sourced information used here are solely for educational purposes.
ORGANISATION: DAVID JONES
The Story of David Jones (Sourced from website)

Introduction: David Jones (DJ) is Australia’s leading premium retailer. The iconic department store
first opened its doors in 1838 with the mission to sell ‘the best and most exclusive goods’ and
celebrated its 180th anniversary in 2018. It is also the oldest continuously operating department store
in the world still trading under its original name. David Jones offers customers superior products and
services across national and international brands in fashion, beauty, food, technology, and
homewares. David Jones currently has 45 stores as well as an online store, including its first
international store in Wellington New Zealand, and two boutique format stores at Barangaroo Sydney,
and James Street Brisbane.
The Beginning of David Jones & Co. 1838 – 1887: Mr. Jones’ mission was to sell “the best and most
exclusive goods” and to carry “stock that embraces the everyday wants of mankind at large.” The
founding store’s location on the main artery of the new town, opposite the General Post Office, was a
brilliant choice and the small store prospered. David Jones and Co. received patronage from not only
the Sydney gentry, but also the country settlers. Everyone flocked to the store to buy buckskins,
ginghams, waistcoat fabrics, silks and cotton tick. David Jones eventually retired and left the
management of the store to his business partners. Unfortunately, the store faced difficulties and the
assets of David Jones were assigned to Trustees. He came back out of retirement, borrowed heavily,
and with the help of new partners and his son Edward Lloyd Jones, managed to recreate the store’s
success. Edward Lloyd Jones had travelled widely overseas, and brought back to Sydney new ideas
in retailing, including the European concept of a “department” store.
Paris Arrives in Sydney 1947: David Jones brought Sydney out of the post-war doldrums with Paris-
style fashion parades in 1947. Pierre Balmain had the women of Sydney enthralled, and one year
later, David Jones brought the collection of Christian Dior’s famous ‘New Look’ to Sydney, the first
time Dior had ever shown outside Paris.
The Visit of the Queen 1954: In 1954, Queen Elizabeth II became the first British Monarch to step foot
on Australian soil. The Great Restaurant on the 7th Floor of David Jones Elizabeth Street was chosen
as the venue for a State Banquet in her honour.
Fashion for All 1955 – 1985: While the business of retailing changed in many ways, David Jones
maintained its commitment to world-class service which included the introduction of the loyalty
programme and the introduction of new world-renowned brands. Its beautiful stores continued to be
refurbished while five new stores were opened, two in New South Wales and three interstate.
Building a World-class Retail Brand 2000s: The new decade began with David Jones re-entering the
Western Australian market, introducing the David Jones Shareholder Rewards Program and

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launching the David Jones website. David Jones was one of the first stores to have ambassadors
representing its brand. Throughout the decade, David Jones invested in the standard of visual
merchandising and service in its stores. Huge refurbishment projects included the flagship Elizabeth
Street, Market Street and Bourke Street Mall stores. In 2000, the reconstructed store at Adelaide
Central Plaza won a prestigious international award as the best newly completed store in the world.
2010 and Beyond: Starting in 2010, the company reinvested in premium instore services such as
Personal Shopping and Bridal on Seven at Elizabeth Street, re-established its digital presence,
formed new strategic partnerships, and crafted its Future Direction as an Omni Channel Retailer. It
continued to be at the forefront of the market by signing an exclusive agreement with surf brands
Quiksilver and Roxy. It was the first time the brands were made available in a department store. The
David Jones brand continues to play a central role as an influential retailer in fashion, beauty and
home today. With a truly aspirational take on our lifestyle, it connects us with the best Australian and
international designers in the world.
The 175th Year 2013: David Jones’s 175th anniversary is a tremendous milestone. The company, the
oldest department store in Australia and one of the oldest in the world, is by any standards
remarkable. One hundred and seventy-five years later the business that bears its original name has
stores across the country. David Jones Limited currently has 45 stores located in most Australian
states and territories (except Tasmania and the Northern Territory). The organisation claims to have
championed top designers, brought French high fashion to post-war Australia with Dior and Balmain,
and has pioneered many advances in retail from the nineteenth century to the twenty-first. With a truly
vibrant place of heritage, it’s easy to agree, David Jones is a shopping destination like no other.
Organisational Mission, Vision and Strategies (sourced and modified)

As part of the Woolworths Holdings Limited (WHL) that has been listed on the Johannesburg Stock
Exchange, David Jones’s (DJ) vision is to be a leader in fashion and food retail focused on the
southern hemisphere with brands that appeal to people who care about quality, innovation, value and
sustainability. Another mission is to ensure innovation and technology to the changing demographics
and needs of customers by providing electronic services using the total online store concept.

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Diversity and Equity (sourced)

David Jones is committed to ensuring that we are the ‘best place to work’. Developing an environment
that supports diversity and inclusion, starts with attracting our employees from diverse and varied
population. By being reflective of the communities the organisation serves, the customer service
experience we provide is enhanced. The organisation aims to ensure that every employee has the
opportunity to reach their full potential and recognise that what this means will be different for each
and every employee throughout their employee life cycle with David Jones.
To support this ongoing focus, Diversity is reflected in policies and procedures, to demonstrate how
integral this to each and every employee and the Company’s ongoing success. The company is also
committed to ensuring that the workplace allows all employees to access and enjoy the same
rewards, resources and opportunities regardless of whether they are a woman or a man.
Training and Development (sourced and modified)

The organisation aims to ensure that customer service staff members and other members receive the
appropriate skills and knowledge to enhance performance and support the career at David Jones.
Generally, on the job a new staff member will be mentored by a manager and challenged through
special projects, secondments or undertake other individual development activities. The organisation
offers three different paths to employment and related trainings: Store Activities, Merchandise, and
Support Centre.
Rewards and Recognition (sourced and modified)

David Jones mentions that the company is committed to recognising their people. Employees are
rewarded and recognised for their skills, experience and performance. DJ offers market competitive
salaries, as well as performance-based incentive schemes, and benefits including merchandise
discounts. Some of the common rewards and recognitions schemes include below:
Performance Based Incentive Schemes - 1) Frontline Sales Incentive Scheme (FSIS) - This industry
competitive incentive scheme is open to all non-managerial sales employees and rewards our people
for exceeding sales budgets and customer service standards. 2) Short Term Incentive Plan (STI) -
Directly aligned to individual, team and company performance, this annual incentive plan recognises
and rewards excellence for eligible executive employees. 3) Flexible Salary Arrangements We offer
eligible employees the choice to salary sacrifice a number of benefits such as (but not limited to)
superannuation contributions, novated vehicle leases and car parking. 4) Employee Discount In
joining David Jones - a staff member will be eligible to receive instore employee discount.
Employee Assistance Program - DJ have an Employee Assistance Program that provides support
twenty four hours a day, seven days a week, for employees and their immediate family members.
Lifestyle Benefits - DJ have a number of convenience based, discounted benefits which have been
set up for employees’ ease of access. These offers vary from time to time but may include discounted
gym memberships, mobile phone plans, car rentals, accommodation and private health insurance.
The organisation also acknowledge key monthly achievements through regular stores and support
centre communications.

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Social Responsibility & Sustainability (sourced and modified)

The organisation has taken several initiatives to be a frontrunner as a social, ethical and sustainable
organisation. Some of the initiatives include the following:
Ethical Sourcing & Raw Materials: David Jones is committed to becoming a leader in ethical sourcing
by driving positive social and environmental change through supply chain.
Energy, Water & Waste: David Jones is committed to reducing our impact on the environment with a
key focus on energy efficiency, water stewardship, and the reduction and recycling of waste
Social Development: David Jones is committed to making a meaningful contribution to the community
with a focus on health and wellbeing, and the implementation of our Reconciliation Action Plan.
Health & Wellness: David Jones is committed to improving the physical and mental wellbeing of it’s
employees, their families and the community.
People & Transformation: David Jones is committed to it’s people and building a more inclusive and
diverse organisation and community.
Read more about the simulated organisation’s social responsibility and sustainability practices at
https://www.davidjones.com/gbj.
David Jones Corporate SWOT Analysis (imaginary information)

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Relevant Organisational Policies for Simulated Workplace Tasks (relevant for simulated context)
Policy Name Document
Customer Service Charter
DJ - Customer
Service Charter.docx
David Jones Enterprise Agreement (for

Employment)
David Jones
Enterprise Agreement.pdf
Sample Wage Sheet
DJ - Sample w age
Sheet.pdf
Work Health and Safety Policy
DJ - WHS.pdf
Company History (Academic Article)
DJ - Company
History.pdf
Additional research links on the simulated organisation

You are also encouraged to conduct further Internet research on the case organisation for specific
tasks that may require review and analysis of existing organisational information. For example,
organisational mission, vision and objectives can be identified from the organisational website and
from the annual reports. The following are some links to the simulated organisational information.
± Organisational website – https://www.davidjones.com/
± Privacy and security of online store - https://www.davidjones.com/information/privacy-and-
security
± Media Releases - https://www.davidjones.com/media/media-releases
± Ethical Sourcing - https://www.davidjones.com/gbj/ethical-sourcing
± Sustainability (Energy, Water and Waste) - https://www.davidjones.com/gbj/environment
± Social Development - https://www.davidjones.com/gbj/community-investment
± Health and Wellness of staff members - https://www.davidjones.com/gbj/wellbeing
± YouTube channel - https://www.youtube.com/user/DavidJonesStore
± Department Stores in Australia - Market Research Report -
https://www.ibisworld.com.au/industry-trends/market-research-reports/retail-trade/other-store-
based-retailing/department-stores.html
± “Time will tell”: David Jones cuts ribbon at first standalone food store in Melbourne -
https://www.smartcompany.com.au/industries/retail/david-jones-chapel-street/

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CONTEXT & SCENARIO

You have recently joined the simulated organisation David Jones (or the organisation of your choice)
as the Senior Customer Service Manager at one of the new CBD stores of the organisation. Your job
role is to plan, implement, deliver and monitor quality customer service within the store. You trainer
will act as your supervisor for this simulated assessment. You will be progressively completing tasks
one after another within the simulated environment (or your preferred business) to complete this
assessment task.
As you have recently joined in this new store, your Store General Manager has advised you to first
research into all of the organisational information including mission, vision, values, service charter,
enterprise agreement, customer service standards, and various other relevant policies and
procedures of the organisation that may be relevant for your customer service management. Your role
is not in a specific department of the store but rather plan, manage, monitor and improve the existing
customer service within the store to align with business objectives and with Government legislations
and regulations. During your orientation and induction, management has informed you that your job
duties and responsibilities include (but not limited to)
 develop and manage organisational systems for quality customer service
 develop and review plans, policies and procedures for delivering and monitoring quality
customer service
 implement policies and procedures to ensure quality customer service
 solve complex customer complaints and system problems that lead to poor customer service
 monitor and assist teams to meet customer service requirements
 develop, procure and use human and physical resources to support quality customer service
delivery
Stakeholders in this context (for the case organisation David Jones)

 Senior Customer Service Manager – You
 Store General Manager – Your trainer
 Stakeholders (customers, suppliers, teams, team members, management) – Your fellow
classmates
What is required?
Using the Customer Service Improvement Project template provided in this assessment, you are
required to plan, implement and monitor quality customer service within the workplace premises and
for the online services that relates to your store. Your workplace will be an enterprise of your choice
(within Australia) or use the simulated workplace context of David Jones (DJ). Whether you
choose your own workplace or the simulated work environment, to demonstrate competency you will
need to complete all tasks following the exact structure as mentioned using the improvement project
template.

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PART B: STRUCTURE & MARKING ALLOCATIONS

(Trainer/Assessor use only for marking purposes)
STRUCTURE & CONTENT MARKS MARKS
ALLOCATED RECEIVED
TASK 1: PLAN TO MEET INTERNAL AND EXTERNAL CUSTOMER REQUIREMENTS
TASK 1A: Investigate, identify, assess, and include the needs of 6

customers in the planning and communication processes
TASK 1B: Develop systems to ensure customer needs are being 12
included
TASK 1C: Develop a complaint resolution process 4
TASK 1D. Ensure plans achieve the quality, time and cost 4
specifications agreed with customers
TASK 2: ENSURE DELIVERY OF QUALITY PRODUCTS AND SERVICES
TASK 2A. Deliver products & services to customer specifications 6

within organisation’s business plan
TASK 2B: Monitor team performance to consistently meet the 20
organisation’s quality and delivery standards; Help colleagues
overcome difficulties in meeting customer service standards
(Includes Role-Play) (Attach Role-Play within this task)
TASK 3: MONITOR, ADJUST AND REVIEW CUSTOMER SERVICE
TASK 3A. Develop and use strategies to monitor progress 4

TASK 3B. Develop and use strategies to obtain customer 6
feedback
TASK 3C. Develop, procure and use resources effectively 4
TASK 3D. Make decisions to overcome problems and to adapt 3
customer services in consultation with stakeholders
TASK 3E. Manage records, reports and recommendation 6
TOTAL MARKS 75
ROLE-PLAY ASSESSING RUBRIC (for trainer use only)

The Trainer is to assess the learner’s performance in TASK 2B using the role-play checklist below.
DID THE CANDIDATE C NYC

Identify areas of underperformance and complex customer complaints?  
Solve complex customer complaints and system problems that lead to poor  
customer service?
Monitor team performance to consistently meet the organisation’s quality  
and delivery standards?
Help colleagues overcome difficulties in meeting customer service  
standards?
Identify some areas of training & development for the team member(s)?  
Discuss the TNA (Training Needs Analysis) with the staff members?  
“Customer Service Improvement Project” template follows next. You must complete every section of the template.

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CUSTOMER SERVICE
IMPROVEMENT PROJECT
Work Organisation Name
Prepared by:
Position:
Date:

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TASK 1: PLAN TO MEET INTERNAL AND EXTERNAL CUSTOMER REQUIREMENTS
In TASK 1, you will be planning and developing methods, processes, and systems to meet internal
and external customer requirements. More specifically you will start with investigating issues by
communicating with various stakeholders and then develop plans, systems and processes to meet the
needs of customer.
You are required to:

A. Investigate, identify, assess, and include the needs of customers in the planning and
communication processes
B. Develop systems to ensure customer needs are being included
C. Develop a complaint resolution process
D. Ensure plans achieve the quality, time and cost specifications agreed with customers
TASK 1A. Investigate, identify, assess, and include the needs of customers in the planning and
communication processes.
Scenario: Since you are the senior customer service manager of the fashion retail store and your
supervisor has already informed you to research and plan on the customer service improvement for
the store, your first task will be to communicate with your store teams to identify specific needs of
customers. Your store teams are frontline people, so they are the best people to provide you
customer needs and feedback. First you will need to send an email notice to all team members for a
meeting and based on the meeting, you will then record the feedback on customer needs and
requirements.
PLANNING & COMMUNCIATION FOR CUSTOMER REQUIREMENTS

Email template
<Organisation name>
<Date>
Subject:
Dear Stakeholders,
<Insert your name>

<Insert your position>
Meeting template
Meeting Minutes – Feedback on Customer Needs & Requirements

Attending team leaders, Store General Manager, Senior Customer Service Manager
[Name 1]
[Name 2]
[Name 3]
[Name 4]

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Issues identified? Feedback from teams on customer trends, requirements, and needs
[Summarize the discussion for each issue, state the outcome, and assign any action items.]
 [Need a heading? On the Home tab, in the Styles gallery, just tap the heading style you want.]
 [Notice other styles in that gallery as well, such as for a numbered list, or a bulleted list like this one.]
[List all decisions made at the meeting. For example, action plans, systems and process to address issues.]
 [Need a heading? On the Home tab, in the Styles gallery, just tap the heading style you want.]
 [Notice other styles in that gallery as well, such as for a numbered list, or a bulleted list like this one.]
Scenario: You have previously received feedback from teams in regard to customer needs and
improving service quality. One of the major issues identified was the complaint resolution timeframe.
In addition, others are regarding complaint record keeping, service quality, prompt service, returns
procedure and customer feedback. To address all the issues, you will develop an action plan. One
sample provided.
ACTION PLAN FOR SERVICE IMPROVEMENT
CUSTOMER SERVICE ISSUE ACTION PLAN

Complaints Record keeping Develop a complaint and feedback form.
Complaint resolution process
Complaint resolution timeframe
Staff performance on Service

timing/Prompt Service
Staff performance on behaviour,

language and etiquette
Staff performance on product and

service knowledge
Returns procedure (assume there

is none)
Customer service charter

(Existing one in the document is
generic to all stores but not
specific to your store)
Overall team performance
“Online Sales” fulfilment

timeframe
TASK 1B. Based on the previous tasks that you have completed and the actions you have
planned, you will now develop systems to ensure customer needs are being included.
To do this you will

T-1.8.1_v3
± Review the company’s customer service charter document and prepare an extended
customer service charter for your store only. You may wish to use bullet points for this
additional service charter. At least 10 bullet points.
± Prepare and design a complaint and feedback form for the store to have appropriate
recordkeeping and tracking of complaints, returns, requests and feedback. Include all
essential elements that should exist in a complaints and recordkeeping form.
± Assuming the returns procedure was not detailed enough for the store, you will also prepare a
detailed returns procedure for the store. A returns procedure is a step by step guide on how
the customer returns will be processed in the store including the recordkeeping and the
conditions of the return. At least 10 bullet points.
Please ensure that you have considered your organisation/business type when designing or preparing
these systems and documents. You must also include logo, name address, other relevant
organisational branding in these documents.
EXTENDED CUSTOMER SERVICE CHARTER
COMPLAINT AND FEEDBACK FORM

T-1.8.1_v3
RETURNS PROCEDURE

T-1.8.1_v3
TASK 1C. Scenario: As you are aware that the store was having several complaints about customer
service. For that reason, you have previously prepared those action plans and relevant systems for
improving customer service. Recently you have also witnessed that some complaints about product
quality and service quality are not being addressed adequately because no one follows up on the
compliant resolution other than you. You are too busy to handle each and every complaint resolution
cases. Your general manager advised you to include within the complaint policy that the member who
takes up on the complaint case is the person responsible for the follow up and resolution process. If
they do not have sufficient information or enough authority, they may seek advice from the team
leader or the manager or by calling the manufacturer. You felt a bit relieved that you will not have to
look into all complaint resolution cases. However, you will have to immediately prepare a “complaints
resolution process” in a flow chart so that every single customer service team member/team leader
can follow the procedure.
Draw a flow chart diagram for a complaint resolution process for this fashion retail store to
resolve future customer complaints efficiently. For flowchart symbols, please refer to basic
flowchart symbols below to draw the process.
COMPLAINTS RESOLUTION PROCESS

Complaint Resolution Procedure in a Diagram:

T-1.8.1_v3
TASK 1D. Ensure plans achieve the quality, time and cost specifications agreed with
customers.
Scenario: As you have completed the planning and assessing part of meeting customer requirements,
you have decided to verify your systems, action plans and procedures against the requirements of
customers. To do that you have discussed with several internal and external customers inside the
store to get vivid feedback. Majority of the customers are happy about the processes and systems
that you have planned in your previous tasks, but their concern is whether these plans and processes
will meet the time, quality and cost requirements in implementing them. Even your Store General
Manager has mentioned you about this concern.
You have now decided to ensure that all the plans and procedures you have previously developed will
achieve those benchmarks by creating a mapping matrix for monitoring and management purposes.
One sample provided as reference.
MAPPING MATRIX FOR SERVICE IMPROVEMENT PLANS
PLANS / SPECIFICATIONS Timeframe Cost Quality
Complaints Record keeping Effective from next week. No direct costs. Some Details of complaints,
(Develop a complaint and All customer complaints to refund and replacement customer details, picture or

T-1.8.1_v3
feedback form). be recorded. costs on case by case other forms of evidence of

basis. the product or service.

T-1.8.1_v3
TASK 2: ENSURE DELIVERY OF QUALITY PRODUCTS AND SERVICES
In TASK 2, you will be ensuring the delivery of products and services and will also monitor team
performance based on you’re the organisation’s standards. You will also be assisting team leaders
and members to overcome difficulties in meeting service standards. You will also have to engage in
Role-Play sessions within this task.

A. Deliver products and services to customer specifications within organisation’s business plan
B. Monitor team performance to consistently meet the organisation’s quality and delivery
standards
C. Help colleagues overcome difficulties in meeting customer service standards
TASK 2A. Deliver products & services to customer specifications within organisation’s
business plan.
Scenario and Policies: Since your planning has been implemented and the service improvement
process is running within the store, you are happy with the implementation. However, you have
decided to monitor the overall quality of the service delivery within the store. To do this you have
decided to conduct random audit/investigations or put yourself whenever you are free.
Recently, there was an online order for a corporate client (ABC BANK) who wanted customised
corporate uniforms for 200 employees with their bank logo which they are expecting to be delivered
as early as possible because of the new branch opening. As this is a customised order, delivery time
will vary. Your organisational delivery time policy is up to 6 six weeks for customised tailoring orders.
However, you have personally agreed with them that this delivery can be made within 4 weeks by
contacting your local tailoring and fashion designer who is enlisted with the organisation. Since the
customised order has been placed, you have decided to take control of this order by yourself. To
ensure the smooth delivery of this order, you have decided to do the following:
 Send an email of confirmation to deliver the customised order to ABC BANK director.
 Prepare a 5-minute Customer Service Pitch/Presentation to your “online fulfillment team” to
notify this order and advise them to follow up on the local supplier. Also tell your team on
customer specifications, deadlines, and all other order details.
DELIVER PRODUCTS & SERVICES TO CUSTOMER SPECIFICATIONS

Send an email of confirmation to deliver the customised order to ABC BANK director.
<Organisation name>
<Date>
Subject:
Dear ABC BANK Director,
<Insert your name>

<Insert your position>
5 Minute PITCH/PRESENTATION to the team

T-1.8.1_v3
Prepare a 5-minute Customer Service Pitch/Presentation to your “online fulfillment team” to notify this
order and advise them to follow up on the local supplier. Also tell your team on customer
specifications, deadlines, and all other order details. You may also use this Pitch in your role-play.
TASK 2B. Monitor team performance to consistently meet the organisation’s quality and
delivery standards; Help colleagues overcome difficulties in meeting customer service
standards. Role-Play carries 10 marks; each recordkeeping carries 5 marks. Total 20 marks.
Scenario: Since the order has already being received and acknowledged by your store and you have
already held a PITCH with your team on successfully fulfilling this order, the work has already started.
Designer and Tailor has been notified, some local suppliers need to be notified, some special material
orders are required, your team have started their work to complete all the other tasks starting from
communication, monitoring or work, packaging, posting, accounting and billing.
After the first week, you have identified that the work is progressing very slow and two of your team
members (Sam and Sophie) responsible for customer and supplier communication are struggling to
cope up with negotiating things such as price, quality, specifications, timeframes and so on. You have
also identified that they could not complete their general day-to-day tasks on time because of this
order. They both have backlogs of previous work from last week which they are yet to finish. Those
other customers have already complained to you on phone that their orders are not fulfilled. You
understand while this corporate bank customer is important but at the same time you need to ensure
a quality customer service for all other customers too. Therefore, you have decided to have a quick
meeting (ROLE -PLAY) to monitor and help your communications team so that they can overcome the
difficulties in meeting customer service standards.
You must address the following in the role-play session and script with your team members:
 Solve complex customer complaints and system problems that lead to poor customer service
 Monitor team performance to consistently meet the organisation’s quality and delivery
standards
 Help colleagues overcome difficulties in meeting customer service standards
You are also required to complete the two recordkeeping whilst doing the meeting (Role-Play).
MONITOR TEAM PERFORMANCE; HELP COLLEAGUES OVERCOME DIFFICULTIES

T-1.8.1_v3
Attach role-play script here.
Identify Underperformance & Solve complex Customer Complaints

Based on these performance issues and complaints mentioned above and also in role-play, you have
decided to analyse and review the existing performance against the objectives that you have set
earlier. You have also decided to review provide solutions by revising the KPIs, take actions and
ensure support activities to individuals and groups who have underperformed.
Position & Previous KPIs Revised KPIs Targeted date/

Department timeframes
Fill out the Performance Outcome and TNA form while conducting the meeting (role-play)
Performance Meeting Outcome and Training Needs Analysis (TNA) form

EMPLOYEE NAMES: POSITIONS:
TNA DONE BY:
Assistance/ Training/ How will this be

skills development If yes, achieved Who to
Major tasks required? identify urgently? organise?
When?
of position what is (e.g. on the job,
Y N needed external
training)
<insert major <insert <insert how this <insert <insert who is
tasks of training will be when> going to deliver
position> needs, if achieved> the training>

T-1.8.1_v3
any> e.g. on the job,

external training
Provide your personal feedback on their performance and suggest what will be done to ensure mentoring and coaching
for their improvement:
Signed by: Senior Customer Service Manager Staff Members .
Date:

T-1.8.1_v3
TASK 3: MONITOR, ADJUST AND REVIEW CUSTOMER SERVICE
Based on your previous tasks you will monitor, adjust and review customer service in TASK 3. More
importantly you will develop and use various strategies to monitor progress, use recourses and obtain
customer feedback on your customer service. You will also make decisions to overcome problems
and manage recordkeeping in this task.

A. Develop and use strategies to monitor progress in achieving product and/or service targets
and standards
B. Develop and use strategies to obtain customer feedback to improve the provision of products
and services
C. Develop, procure and use resources effectively to provide quality products and services to
customers
D. Make decisions to overcome problems and to adapt customer services, products and service
delivery in consultation with appropriate individuals and groups
E. Manage records, reports and recommendations within the organisation’s systems and
processes
TASK 3A. Develop and use strategies to monitor progress in achieving product and/or service
targets and standards
In this task, you will develop and use the strategies to monitor the progress in achieving service
standards. To do this you have decided to prepare a “Task Allocation Plan” where you will assign the
team members with specific task allocations. One sample provided.
DEVELOP AND USE STRATEGIES TO MONITOR PROGRESS OF SERVICE TARGETS

Task Person Responsible Team Deadlines or Timelines
Management You (Senior Customer Service N/A Reporting update every
Communication Manager) Thursday
Customer Communication
Supplier Communication
Progress Check with in-

store designer and tailor
Accounting and billing
Packaging and customer

delivery
TASK 3B. Develop and use strategies to obtain customer feedback to improve the provision of
products and services
 Using the surveymonkey.com, prepare a very brief aftersales feedback that customers will
complete and rate the service. The idea is to use a computer kiosk next to the transactions
and a automated email to customers who bought a product through online.
 You will then use the developed strategy by sending an email message to the customer
(Director of ABC Bank) who has recently ordered customised uniforms from your online store.
To do this you will email to the customer with your SurveyMonkey feedback link to complete
the 2-minute survey and request him/her to give a rating out of five based on the services and
communication you have provided till now.

T-1.8.1_v3
DEVELOP AND USE STRATEGIES TO OBTAIN CUSTOMER FEEDBACK

Screenshot of your (SurveyMonkey) developed aftersales customer feedback form.
Email message to the customer with your SurveyMonkey link to complete the two-minute survey.

T-1.8.1_v3
TASK 3C. Develop, procure and use resources effectively to provide quality products and
services to customers
Scenario: Develop a letterhead (logo, address and contact details) according to your organisational
format to send a formal email to order “200 customised ABC Bank logo fabric tags” for your
customer’s online order for uniform. You generally use your local supplier “Sydney Fabrics” for such
type of orders. In the email order you will also negotiate with your supplier on the price of those logo
tags and ensure the quality of those tags. Please ensure that you also “CC” your store team who will
prepare and organise the delivery of the uniforms after the tags are ordered.
DEVELOP, PROCURE AND USE RESOURCES EFFECTIVELY

Email Communication with supplier to procure materials and resources

T-1.8.1_v3
TASK 3D. Make decisions to overcome problems and to adapt customer services, products
and service delivery in consultation with appropriate individuals and groups
Scenario: Your local supplier “Sydney Fabrics” has just emailed you that the delivery will delay by
TWO days because of some issues with embroidery in the logo tags. This was not the kind of new
that you were expecting. However, you have decided to overcome this problem by communicating
with your supervisor and the delivery team responsible for this order. You have called in for an urgent
meeting to come up with a backup plan such as having more casual team members to work on for
some extra shifts to cover up the delay. You will also use some plans and get everyone’s feedback in
the meeting.
Using the meeting minutes template below, you will now make decisions to overcome this customer
service problem in consultation with your team and the store general manager.
MAKE DECISIONS TO OVERCOME PROBLEMS AND TO ADAPT CUSTOMER SERVICES

Meeting template
Meeting Minutes – Make decisions to overcome problems

Attending team leaders, Store General Manager, Senior Customer Service Manager
[Name 1]
[Name 2]
[Name 3]
[Name 4]
[Name 4]
Issues identified? Feedback from teams on customer trends, requirements, and needs
[Summarize the discussion for each issue, state the outcome, and assign any action items.]
 [ABC]
 [ABC]
 [ABC]
[List all decisions made at the meeting. For example, action plans, systems and process to address issues.]
 [ABC]
 [ABC]
 [ABC]
TASK 3E. Manage records, reports and recommendations within the organisation’s systems
and processes
Scenario: At this stage you have managed the completion of the delivery and fulfilment by your team.
Your ABC Bank customer is happy because the delivery was right on time as they expected.
However, you know that there were some internal hiccups in managing this customised online order.
Based on the problems and issues that you have experienced; you have realised that it is imperative
to have recordkeeping for future references and a final report for management. For this you have
decided to record the order details in the “continuous improvement register” template and also provide
a formal report to the management with your recommendations on what you have learnt in managing
“special corporate orders”.
MANAGE RECORDS, REPORTS AND RECOMMENDATIONS

T-1.8.1_v3
Continuous Improvement Register

Order Number Customer details Volume of order Issues Lessons Learnt Recommendations
and Details and Cost
Report to Management in organisational formal letterhead
End of Assessment Task

Assessment I - Customer Service

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T-1.8.

Student Declaration: I declare that the work submitted is my

Assessor Declaration: I declare that I have conducted

Customer Service, Assessment No.1 v2.0 Last updated on 12/11/2019 by MM Page 1

Purpose of the Assessment

1.1 Investigate, identify, assess, and include the

Resources required for this Assessment

 Computer with relevant software applications and access to internet

Customer Service, Assessment No.1 v2.0 Last updated on 12/11/2019 by MM Page 2

ASSESSMENT BRIEF & INSTRUCTIONS

PART A: KNOWLEDGE EVIDENCE – 25%

PART B: CUSTOMER SERVICE IMPROVEMENT PROJECT – 75%

 monitor and assist teams to meet customer service requirements

Customer Service, Assessment No.1 v2.0 Last updated on 12/11/2019 by MM Page 3

Customer Service, Assessment No.1 v2.0 Last updated on 12/11/2019 by MM Page 4

PART A: KNOWLEDGE EVIDENCE – 25%

Special Needs Technique.

Special Needs Technique.

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Question 6. Scenario on Service Standards and Best Practice Models.

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Question 7. Scenario on Customer Service Codes of Practice.

Customer Service, Assessment No.1 v2.0 Last updated on 12/11/2019 by MM Page 7

Customer Service, Assessment No.1 v2.0 Last updated on 12/11/2019 by MM Page 8

Improving relationships with complained customer

Improving overall customer service in complaint situations

Customer Service, Assessment No.1 v2.0 Last updated on 12/11/2019 by MM Page 9

Customer Service, Assessment No.1 v2.0 Last updated on 12/11/2019 by MM Page 10

KNOWLEDGE EVIDENCE MARKING ALLOCATIONS

The learner will be assessed on the following knowledge Marks Marks

Q1. Product and Service Quality 2

Q2. Dealing with customers and special needs customers 3

Q3. Public relations and product promotions 4

Q4. Methods to obtain customer feedback 2

Q5. Recordkeeping and documentation methods 1

Q6. Service Standards and Best Practice 2

Q7. Problem Identification and Resolution to Customer Service 4

Q8. Customer Behaviour 2

Q9. Complained customer needs, Improving relationships with 3

Q10. Service Standards and Organisational Procedures 2

Customer Service, Assessment No.1 v2.0 Last updated on 12/11/2019 by MM Page 11

PART B: CUSTOMER SERVICE IMPROVEMENT PROJECT – 75%

ORGANISATION: DAVID JONES

The Story of David Jones (Sourced from website)

Customer Service, Assessment No.1 v2.0 Last updated on 12/11/2019 by MM Page 12

Organisational Mission, Vision and Strategies (sourced and modified)

Customer Service, Assessment No.1 v2.0 Last updated on 12/11/2019 by MM Page 13

Diversity and Equity (sourced)

Training and Development (sourced and modified)

Rewards and Recognition (sourced and modified)

Customer Service, Assessment No.1 v2.0 Last updated on 12/11/2019 by MM Page 14

Social Responsibility & Sustainability (sourced and modified)

David Jones Corporate SWOT Analysis (imaginary information)

Customer Service, Assessment No.1 v2.0 Last updated on 12/11/2019 by MM Page 15

Customer Service Charter

David Jones Enterprise Agreement (for

Sample Wage Sheet

Work Health and Safety Policy

Company History (Academic Article)

Additional research links on the simulated organisation

Customer Service, Assessment No.1 v2.0 Last updated on 12/11/2019 by MM Page 16

Customer Service, Assessment No.1 v2.0 Last updated on 12/11/2019 by MM Page 17

CONTEXT & SCENARIO