Customer Service Assessment

ABN: 57 169 281 501
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Surry Hills NSW 2010
T: 02 8937 0991
Melbourne: Level 1 &2, 213-215 Lonsdale Street
Melbourne VIC 3000
T: 03 9077 0758
Student Assessment
BSBCUS301 Deliver and monitor a service to

customers
BSBCUS301 Deliver and monitor a service to customers

Issue Date: 5/07/2019 Page 1 of 28
ABN: 57 169 281 501
T: 02 8937 0991
Melbourne VIC 3000
T: 03 9077 0758
Table of Contents
Table of Contents 2
Instructions 3
Assessment Information 4
Assessment Instructions 6
Assessment Task 1: Written Questions 7
Assessment Task 1 Instructions 9
Assessment Task 2: Customer service project 10
Assessment Task 3: Customer complaints resolution project 15
Assessment Task 4: Customer service report 18

ABN: 57 169 281 501
T: 02 8937 0991
Melbourne VIC 3000
T: 03 9077 0758
Instructions
You are advised to commence work on your assessment from week 1 and all tasks must
be submitted by the due dates provided.
1. All assessments must be completed and delivered individually. Where an assessment

involves group discussions, you should consider the input of your group but submit an
individual assessment to your trainer.
2. Please read all instructions on completing each assessment. Instructions for
completion are provided at the beginning of each assessment.
3. All written answers must be typed in a word document using Arial font, 12 size and
single spacing if similar instructions are not provided in the assessment.
4. Your trainer will not be able to assist you in answering questions. However, your
trainer will address any issues concerning questions requiring further explanation.
5. You may refer to your student learning resources or any other relevant resources
when completing your assessment.
6. Assessments are due for submission as specified in the assessment schedule. Any
variations to this arrangement must be approved by your trainer prior to the due date
for submission.
7. You have access to computers which are equipped with Microsoft suite of products or
any other relevant software and printing facility.
8. Use assessment templates if provided, to complete relevant sections of the
assessment. You can also create your known templates for assessment evidence.
9. You must achieve a satisfactory result for all tasks to achieve competency in this unit.
10. All assessment answers should be submitted to the trainer in required format (soft or
hard copy) as per trainer instructions with completed assessment cover sheet (if
required).
Assessment Schedule
Task Due Date

Task 1 and Task 2 Week 1
Task 3 and Task 4 Week 2

ABN: 57 169 281 501
T: 02 8937 0991
Melbourne VIC 3000
T: 03 9077 0758
Assessment Information
The assessment tasks for BSBCUS301 Deliver and monitor a service to customers are included in this
Student Assessment Tasks booklet and outlined in the assessment plan below.
To be assessed as competent for this unit, you must complete all of the assessment tasks satisfactorily.
Assessment Plan
Assessment Task Assessment Task Summary
1. Written Questions You must correctly answer all written questions.
You must prepare for. and participate in roleplays with two

2. Customer service project customers to find out about their needs, and provide information on
services available, as well as provide services to customers.
You are required to handle a complaint from a customer and

3. Complaints resolution project
respond to the customer.
You are required to seek and record feedback from the customers
and review the organisation’s Feedback Register, as well as
4. Customer Service Report
develop a report recommending ways to improve service delivery
for Aus Biz Coaching.
Assessment Preparation
Please read through this assessment thoroughly before beginning any tasks. Ask your assessor for
clarification if you have any questions at all.
When you have read and understood this unit’s assessment tasks, print out the Student Assessment
Agreement. Fill it out, sign it, and hand it to your assessor, who will countersign it and then keep it on file.
Keep a copy of all of your work, as the work submitted to your assessor will not be returned to you.
Assessment appeals
If you do not agree with an assessment decision, you can make an assessment appeal as per your RTO’s
assessment appeals process.
You have the right to appeal the outcome of assessment decisions if they feel they have been dealt with
unfairly or have other appropriate grounds for an appeal.

ABN: 57 169 281 501
T: 02 8937 0991
Melbourne VIC 3000
T: 03 9077 0758
Additional Resources
You will be provided with the following resources you begin each Assessment Task.
Assessment Task 2
 Customer Service Policy and Procedures
 List of Services
 Customer Record Sheet Template
Assessment Task 3
 Complaint Handling Policy and Procedures
 Refund Policy
 Complaint Acknowledgement Letter Template
 Complaints Register Template
 Customer Complaint Outcome Letter Template
Assessment Task 4
 Feedback Register Template
 Customer Service Report Template

ABN: 57 169 281 501
T: 02 8937 0991
Melbourne VIC 3000
T: 03 9077 0758
Assessment Instructions
Trainer Marking Guide
This will be used by your assessor to mark your assessment. Read through this as part of your preparation
before beginning the assessment task. It will give you a good idea of what your assessor will be looking for
when marking your responses.
The Trainer Marking Guide will be returned to you with the outcome of the individual assessment task, which
will be satisfactory (S) or unsatisfactory (U). If your work has been assessed as being not satisfactory, your
assessor will include written feedback giving reasons why.
Depending on the task, this may include:

 resubmitting incorrect answers to questions (such as short answer questions and case studies)
 resubmitting part or all of a project, depending on how the error impacts on the total outcome of the task
 redoing a role play after being provided with appropriate feedback about your performance
 being observed a second (or third time) undertaking any tasks/activities that were not satisfactorily
completed the first time, after being provided with appropriate feedback.
Assessment Task Information

This gives you:
 a summary of the assessment task
 information on the resources to be used
 submission requirements
 re-submission opportunities if required.
Assessment Task Instructions

These give questions to answer or tasks which are to be completed. Your answers need to be typed up
using software as indicated in the Assessment Task Instructions.
If you are submitting electronically, consider giving the document a file name that includes the unit
identification number, the task number, your name and the date.

ABN: 57 169 281 501
T: 02 8937 0991
Melbourne VIC 3000
T: 03 9077 0758
Assessment Task 1: Written Questions

Task summary
 This is an open book test, to be completed in the classroom.
 You need to answer all of the written questions correctly.
 Your answers must be word processed.
Required
 Access to textbooks/other learning materials
 Computer and Microsoft Office
 Access to the internet
Submit
 Answers to all questions
Answers to all questions
Assessment criteria
All questions must be answered correctly in order for you to be assessed as having completed the task
satisfactorily.
Re-submission opportunities
Students will be provided feedback on their performance by their Assessor. The feedback will indicate if you
have satisfactorily addressed the requirements of each part of this task.
If any parts of the task are not satisfactorily completed, your assessor will explain why and provide you
written feedback along with guidance on what you must undertake to demonstrate satisfactory performance.
Students have the right to appeal the outcome of assessment decisions if they feel they have been dealt
with unfairly or have other appropriate grounds for an appeal.
Students are encouraged to consult with their assessor prior to attempting this task if they do not understand
any part of this task or if they have any learning issues or needs that may hinder them when attempting any
part of the assessment.

ABN: 57 169 281 501
T: 02 8937 0991
Melbourne VIC 3000
T: 03 9077 0758
Written answer question guidance
The following written questions use a range of “instructional words” such as “identify” or “explain”, which tell
you how you should answer the question. Use the definitions below to assist you to provide the type of
response expected.
Note that the following guidance is the minimum level of response required.
Analyse – when a question asks you to analyse something, you should do so in detail, and identify
important points and key features. Generally, you are expected to write a response one or two paragraphs
long.
Compare – when a question asks you to compare something, you will need to show how two or more things
are similar, ensuring that you also indicate the relevance of the consequences. Generally, you are expected
to write a response one or two paragraphs long.
Contrast – when a question asks you to contrast something, you will need to show how two or more things
are different, ensuring you indicate the relevance or the consequences. Generally, you are expected to write
a response one or two paragraphs long.
Discuss – when a question asks you to discuss something, you are required to point out important issues or
features, and express some form of critical judgement. Generally, you are expected to write a response one
or two paragraphs long.
Describe – when a question asks you to describe something, you should state the most noticeable qualities
or features. Generally, you are expected to write a response two or three sentences long.
Evaluate – when a question asks you to evaluate something, you should put forward arguments for and
against something. Generally, you are expected to write a response one or two paragraphs long.
Examine – when a question asks you to examine something, this is similar to “analyse”, where you should
provide a detailed response with key points and features and provide critical analysis. Generally, you are
expected to write a response one or two paragraphs long.
Explain – when a question asks you to explain something, you should make clear how or why something
happened or the way it is. Generally, you are expected to write a response two or three sentences long.
Identify – when a question asks you to identify something, this means that you are asked to briefly describe
the required information. Generally, you are expected to write a response two or three sentences long.
List – when a question asks you to list something, this means that you are asked to briefly state information
in a list format.
Outline – when a question asks you to outline something, this means giving only the main points, Generally,
you are expected to write a response a few sentences long.
Summarise – when a question asks you to summarise something, this means (like “outline”) only giving the
main points. Generally, you are expected to write a response a few sentences long.

ABN: 57 169 281 501
T: 02 8937 0991
Melbourne VIC 3000
T: 03 9077 0758
Assessment Task 1 Instructions

Provide answers to all of the questions below:
1. Explain the five key areas in which the Australian Consumer Law offers protection to consumers.
 Consumer rights when buying goods and services. : unfair contract terms, covering standard form
consumer contracts.
 Product safety
 Unfair contract terms, covering standard from consumer contracts
 Unsolicited consumer agreements covering door-to-door sales and telephone sales
 Lay-by agreements.
2. Outline the primary responsibility of the Australian Competition and Consumer Commission.
The Competition and Consumer Act 2010, to ensurethat individuals and businesses comply with Australian
competition, fair trading, consumer protection laws.
3. Explain why under the Australian Consumer Law that it is unlawful for a business to state that no
refunds will be provided.
It is not allowed under Australian consumer law because it implies that it will not be possible to get a refund
under any circumstance even when there is a major problem with the goods.
4. Discuss in around a paragraph whether by law consumers are entitled to a refund or replacement if
they change their mind.
Normally, a business does not have to give a refund or replacement if a customer changes their mind about
a product. If someone who change mind, it can include instances where a customer buys an item but later
decides or realises they have selected the wrong colour , size or product. In these cases, is the business
does not have a change of mind policy, it is up to the business to decide whether the customer gets a
refund. And replacement some businesses have a policy to offer a refund, exchange and credit note if a
customer changes their mind. These policies would be clearly displayed at the point of sale or included on
the business website,so customer can read it before buying. Stores that have such policies must abide by
them. Businesses are able to place some limitation on in store policies, such as.

ABN: 57 169 281 501
T: 02 8937 0991
Melbourne VIC 3000
T: 03 9077 0758
5. Discuss the statement below in relation to guidelines about consumer guarantees. Provide an example
to illustrate your answer.
Thia is not necessarily true. Some suppliers or manufacturers tell the consumer an extended warranty
provides extra protection, which the consumer would not have unless they buy it. The consumer guarantee
provides rights that exist despite anything the supplier or manufacturer may say and do.
6. List the products that are covered by the consumer guarantee under Australian Law.
 New and second-hand products

 Sale items
 Items bought from an Australian business online.
7. Briefly explain the general intent of the Privacy Act 1988.
To protect an individual’s personal information.
8. Briefly explain the purpose of the Australian Privacy Principles and who must follow these principles.
The apps are the baseline privacy standards in the privacy Act. Which some private sector organisations
snd Australian Government agencies need to comply with in relation to the personal information they collect,
hold, usr or disclose.
9. Briefly explain small businesses’ responsibility in relation to privacy.
Under the privacy Act, a small business is one that does not have an annual turnover greater than $3
million. Although many small businesses do not need to comply with the Apps, some small businesses that
handle personal information do.
If a business turn over $3million or less, it may be covered by the privacy Act if it.
 Trades in personal information such as buying or selling mailing lists

 Is related to a larger business
 Is a health service provider and holds health records.
 Is a contractor that provides services under a commonwealth contract.

ABN: 57 169 281 501
T: 02 8937 0991
Melbourne VIC 3000
T: 03 9077 0758
10. Briefly outline the procedure you would use to deal with a customer who has just called to complain
about a product they bought from your company.
 Listen to the customer

 Empathise with the customer
 Ask the customer if they have a solution/offer a solution or refer the problem to a
manager/supervisor
 Implement the solution
 Follow up with the customer to ensure they are happy with the outcome
11. Depending on the state or territory in which you are located, to whom would you complain to if you
were unable to resolve a complaint with a business?
VIC: Consumer Affairs Victoria
12. List five methods that a business could use to gather data on customer satisfaction.
 Telephone surveys
 Feedback form
 Suggestion box
 Focus groups
 Social media montitoring
13. Outline three (3) reasons why seeking customer feedback is important for a business.
 Feedback can be used to guide business decisions

 Feedback can stop reoccurring problems.
 Showing customers that you have used their feedback increases customer satisfaction.
14. Outline four important interpersonal skills that should be used when dealing with customers.

ABN: 57 169 281 501
T: 02 8937 0991
Melbourne VIC 3000
T: 03 9077 0758
 Active listening techniques
 Asking questions
 Let the customer speak, don’t interrupt
 Be positive and cheerful
15. Outline three communication strategies that can be used for communicating with culturally diverse
customers.
 Consider choice of language, for example , some idioms or slang language may not be understood
by people from another linguistic background.
 Consider differences in non-verbal communication e.g. touching, use of personal space, eye contact.
 Give adequate time in communication and obtain feedback to clarify understanding.

ABN: 57 169 281 501
T: 02 8937 0991
Melbourne VIC 3000
T: 03 9077 0758
Assessment Task 2: Customer service project

Task summary
This assessment task requires you to prepare for, and participate in, roleplays with two customers to find out
about their needs and provide information on services available. You will then be required to provide the
required services to the two customers.
This assessment is to be completed in the simulated work environment in the RTO.
Required
 Access to textbooks/other learning materials
 Computer with Microsoft Office and internet access
 Telephone (mobile or fixed line: for both the student and assessor)
 Roleplay customers (the assessor)
 List of Services
 Customer Record Sheet
Submit
 Email to head business coach requesting further information to pass onto customer
 Emails to both customers within timelines specified.
 Email with updated Customer Record Sheet attached.
Assessment criteria
For your performance to be deemed satisfactory in this assessment task, you must satisfactorily address all
of the assessment criteria. If part of this task is not satisfactorily completed, you will be asked to complete
further assessment to demonstrate competence.
You will be provided feedback on their performance by the Assessor. The feedback will indicate if you have
satisfactorily addressed the requirements of each part of this task.
If any parts of the task are not satisfactorily completed, the assessor will explain why, and provide you
Re-assessment attempt(s) will be arranged at a later time and date.
You have the right to appeal the outcome of assessment decisions if you feel that you have been dealt with
You are encouraged to consult with the assessor prior to attempting this task if you do not understand any
part of this task or if you have any learning issues or needs that may hinder you when attempting any part of
the assessment.

ABN: 57 169 281 501
T: 02 8937 0991
Melbourne VIC 3000
T: 03 9077 0758

Carefully read the following:
Aus. Biz Coaching provides a range of business coaching services designed to help clients develop their
business vision and achieve desired outcomes.
A range of business coaching services is available, including one to one coaching, one off strategy sessions
and online group coaching sessions. The company also runs regular events and has a recently produced a
book aimed at small business owners. The list of services is provided in a separate document.
For the purposes of this assessment, you are employed as a Customer Service and Administration Officer
for the company. Your main role is answering client enquiries, booking appointments, invoicing and
processing orders and general administration duties.
Today you have received enquiries from the following customers:
Customer 1: Jason Smith, CEO Oztech Electrics

 He is interested in obtaining business coaching for a range of areas including leadership, marketing
and time management.
 Jason’s is an electrical contracting business. He has a small team of staff.
 He has limited time and would prefer to be able to able to receive coaching for a limited time per week
and preferably online.
 He has a limited budget and wants to know if any discounts are available.
 He is interested in starting coaching sessions early next year.
 He would like to read some material prior to the coaching session and he wants to buy the Business
Solutions book.
 He is also interested in finding out about any events that he could attend but doesn’t want to commit to
anything at this stage. He is particularly interested in business partnerships.
Customer 2: Samiya Santos. Samiya Designs

 Samiya has recently set up an online retail business, selling handmade designer clothes
 She is the sole business operator.
 English is her second language and she is worried about understanding technical concepts.
 She wants to book in for the one to one coaching sessions.
 She wants an immediate appointment.
 Her main area of interest is marketing, especially social media marketing.
You are required to discuss each customer’s needs and provide services according to the needs.

ABN: 57 169 281 501
T: 02 8937 0991
Melbourne VIC 3000
T: 03 9077 0758
Complete the following activities:
1. Prepare for the roleplay

Read the case study information provided above, as well as the List of Services that Aus Biz Coaching
provides to identify the services that may suit each customer.
Read the Customer Service Policy and Procedures to ensure you understand procedures to be followed
including answering telephone enquiries and referring on enquiries that you are unable to respond to, as
well as recording customer details and privacy requirements.
The roleplay will be completed twice, once for each customer. You will answer the telephone according to
company procedure and then provide information to each customer about the services the business offers
that will help the customer with their needs. Your assessor will play the role of each customer and will
telephone you.
You will also be required to follow up some information that you cannot provide to the customer over the
telephone, as well as enter the customer’s details into the customer record sheet provided to you.
Your assessor will roleplay each customer and advise you of the time and date for the assessment tasks.
2. Provide customer service over the telephone

Now participate in the two customer role-plays at the date and time specified by your assessor and complete
the following activities noting that your assessor will role-play the customers and each time will call you on
yours or the RTO’s telephone.
You will need to:

 Answer the telephone in accordance with company policy.
 Listen to the customer’s enquiry to determine the exact nature of the request and ask further questions
as required to assist in identifying customer’s needs
 Clearly and accurately explain services offered by Aus Biz Coaching that may be suitable for the
customer.
 Respond to questions and provide information to assist the customer in selecting the right option for
them.
 Identify information that you are unable to immediately provide to the customer and respond in
accordance with the customer service policy and procedure.
 Demonstrate effective interpersonal skills including:
o Using a warm and friendly tone to build rapport
o Speaking clearly
o Asking questions clearly and concisely
o Cleary and accurately responding to questions
o Use active listening techniques
 Ask for the customer’s details (name, company, position, telephone, email) and record them in the
customer record sheet. Explain key privacy requirements in relation to the recording of customer details
as per the customer service policy and procedure.

ABN: 57 169 281 501
T: 02 8937 0991
Melbourne VIC 3000
T: 03 9077 0758
 After the telephone call, record all notes and comments about the phone call on the customer record
sheet, including customer priority rating as per the customer service policy and procedure. You will
finalise all the details in the customer record sheet Task 3 below.
3. Send an email to the Head Business Coach (your assessor).

The text of the email should be in grammatically correct English, written in an appropriate (polite, business-
like) style.
Follow up the customer’s requests for information that you were unable to answer by asking the Head
Business Coach to clarify the requested information.

ABN: 57 169 281 501
T: 02 8937 0991
Melbourne VIC 3000
T: 03 9077 0758
4. Provide requested services to customers

For this part of the assessment task, you are required to provide services to the two customers. Assume that
both customers wish to proceed with the services and you are required to send a formal email outlining the
services that will be provided. Your email to each customer must be sent according to the priority assigned
to the customer. You will be assessed on this.
Based on the customer’s needs identified through the roleplay, send an email to each customer, confirming
the services according to the email format checklist included with the Customer Service Policy and
Procedures. You will need to follow this checklist to ensure that your communication is clear and concise to
build rapport with the customer.
Send your emails within the specified timelines for customer priority and showing that you have correctly
assessed the urgency of each customer’s request.
Your emails should refer to the service discussed over the phone, and include details of:
 Summary of service required
 Cost and payment arrangements
 Advice regarding additional information customer requested but you were unable to provide on the
phone. Assume that your manager has advised that a small discount of $50 can be offered to Jason and
to inform Samiya that no specialist technical knowledge is required, and that all information is simple
and easy to understand.
 Process for purchasing the service
 Details of other services the customer also expressed interest in.
Dear Jason,
Thank you for your call today, it was great to speak with you.
I am writing to confirm your participation in the group online coaching services provided by Aus. Biz
Coaching, as well as the purchase of our book, business Solutions.
I have attached an invoice for your payment, which you may pay over the phone by credit card or by direct
bank transfer.
To confirm, the cost of the online group coaching service is $1300 and the Business Solutions book costs
$159.

ABN: 57 169 281 501
T: 02 8937 0991
Melbourne VIC 3000
T: 03 9077 0758
Regarding your request for a discount, we are pleased to offer you a discount of $50 for purchasing both the
group online coaching services and our book. This amount is reflected in your invoice.
I note your interest in business partnership. Our worships have been very well received by our customers
and I encourage you to attend. Let me know if you would like to book in.
Dear Samiya,
Thank you for your call today, it was great to speak with you.
I am writing to confirm to your appointment with our business coach for the one business coaching services.
I have attached an invoice for your payment, which you may pay over the phone credit card or by direct
bank transfer. Please pay the invoice immediately so as to confirm your appointment.
To confirm, the cost of one to one business coaching service is $3000 with additional costs of $500 per
meeting for mentoring.
Regarding your concerns about whether you will be able to understand technical concepts, our business
coach has advised that information provided is simple and easy to understand so you will have no problems
at all. Howeber, if you do have any further concerns, do not hesitate to contact me.
Kind regards,
5. Update the customer record sheet with the details of the response provided.
6. Send an email to your assessor.

like) style.
It should introduce and summarise the contents of the attachment.
Attach your updated Customer Record Sheet to the email.
Student Appendices
Customer Service Policy and Procedures List of Services
Customer Service List of Services.docx

Policy and Procedures.docx
Customer Record Sheet
Customer Record
Sheet Template.xlsx

ABN: 57 169 281 501
T: 02 8937 0991
Melbourne VIC 3000
T: 03 9077 0758
Assessment Task 3: Customer complaints resolution project

Task summary
In this assessment task, you are required to handle a complaint from a customer and respond to the
customer according to company policies and procedures.
This task will be completed in the simulated work environment at your RTO.
Required
 Access to the internet for research
 Complaint Handling Policy and Procedures
 Refund Policy
 Complaint Acknowledgement Letter Template
 Complaints Register Template
 Customer Complaint Outcome Letter Template
 Roleplay participant (your assessor)
Submit
 Email with the following attachments:
o Complaint acknowledgement letter
o Customer Complaint Outcome Letter
o Updated Complaints Register
Assessment criteria
the assessment.

ABN: 57 169 281 501
T: 02 8937 0991
Melbourne VIC 3000
T: 03 9077 0758

1. Prepare for the roleplay

This assessment task requires you to handle a customer complaint in the role of Customer Service and
Administration Officer for Aus. Biz Coaching. The customer’s name is James Simms.
You will need to thoroughly review the company’s complaint and refund policies and procedures before you
commence this task to ensure you understand and can apply procedures that must be followed and how to
respond to customer complaints.
2. Handle customer complaint

The customer (your assessor) will call you complaining about the workshop he attended being dull and
uninteresting.
You will need to:

 Answer the telephone in accordance with company policy.
 Respond to the customer in accordance with the company’s compliant handling policy and procedure.
 Ask further questions to find out more about the customer complaint.
 Log the details of the complaint in the complaint register (once you have completed Task 3 below, you
will send the completed register to your assessor).
 Calmly advise the customer that the complaint will be recorded and actioned as per the company’s
policy. Briefly explain the company policy.
3. Acknowledge complaint
Following the phone call, you are required to action and resolve the complaint as set out in the company’s
complaint policy.
Use the Complaint Acknowledgement Letter Template to guide your writing of a letter to the customer.
Jason smith
4 Priory Court
Burleigh
VIC 3065
5/09/2019
Re. Receipt of complaint
Dear James
I am writing to advise of the receipt of your complaint about an Aus Biz Coaching workshop about Business
Structures
We are cuttently processing your complaint and will advise you of the outcome in writing within 10 days of
the date of date of this letter.

ABN: 57 169 281 501
T: 02 8937 0991
Melbourne VIC 3000
T: 03 9077 0758
Yours sincerely
Student name
Customer Service Offcer
4. Inform customer of the outcome of the complaint.

Three days later you are advised that you may not refund the customer’s money, but you can offer them
another workshop free of charge.
Write a formal letter advising the customer of the outcome of the complaint.
Use the Customer Complaint Outcome Letter Template to guide your work.
Jason smith
4 Priory Court
Burleigh
VIC 3065
10/09/2019
Re. Outcome of complaint
Dear Jason,
I am writing to advice of the outcome of your complaint about the workshop on business structures that you
recently attended.
At Aus Biz Coaching we value all of customers and strive to resolve all customer complaints to the
satisfaction of our customer.
I am writing to advise you that the terms and conditions for our workshop is that we do not offer refunds after
the workshop has been attended.This is stated on the enrolment form that you signed when you signed up
for the workshop.
However, in consideration of your complaint, we would like to offer you another opportunity to attend one of
our workshops free of charge.
Yours sincerely
Noriko
Customer Service officer

ABN: 57 169 281 501
T: 02 8937 0991
Melbourne VIC 3000
T: 03 9077 0758
5. Update the Complaints Register.

like) style.
It should introduce and summarise the contents of the attachments.

Attach the following to the email:
 Complaint acknowledgement letter
 Customer Complaint Outcome Letter
 Updated Complaints Register
Student Appendices
Complaint Handling Policy and Procedures Refund Policy
Complaint Refund Policy.docx

Handling Policy and Procedures.docx
Complaint Acknowledgement Letter Template Complaints Register Template
Complaint Complaints
Acknowledgement Letter Template.docx Register Template.docx
Customer Complaint Outcome Letter Template
Customer
Complaint Outcome Letter Template.docx

ABN: 57 169 281 501
T: 02 8937 0991
Melbourne VIC 3000
T: 03 9077 0758
Assessment Task 4: Customer service report

Task summary
This assessment task requires you to seek and record feedback from the two customers you provided
services to for Assessment Task 2.
You will also be required to review the organisation’s Feedback Register and, based on your review,
develop a report recommending ways to improve service delivery for Aus Biz Coaching.
This task will be completed in the simulated work environment at your RTO.
Required
 Access to the internet for research
 Feedback Register Template
 Customer Service Report Template
Submit
 Email asking for feedback
 Email with the following attached:
 Completed Feedback Register
 Customer Service Report
Assessment criteria
the assessment.

ABN: 57 169 281 501
T: 02 8937 0991
Melbourne VIC 3000
T: 03 9077 0758

1. Seek customer feedback
It is almost three months since both Samiya and Jason finished their courses. Review the Customer Service
Policy and Procedures to determine how you should undertake the regular customer satisfaction review.
Develop an email that you could send to the two customers seeking feedback about their experience with
Aus Biz Coaching.
Dear Jason,
Thank you for using our services recently. We hope you enjoyed the group online coaching services
provided by Aus Biz Coaching.
We are actively committed to seeking customer feedback and request you to provide feedback in response
to the following questions.
Were you satisfied with the services provided to you? Why or why not?
What aspect of the services we provided to you did you like best?
What aspect of the services we provided to you did you like least?
Do you have any suggestions for improvement?
We look forward to your response.
Kind Regards
Noriko
Customer Service Officer
Dear Samiya
Thank you for using our services recently. We hope you enjoyed with our business coach for the one
business coaching services.
We are actively committed to seeking customer feedback and request you to provide feedback in response
to the following questions.

ABN: 57 169 281 501
T: 02 8937 0991
Melbourne VIC 3000
T: 03 9077 0758
Were you satisfied with the services provided to you? Why or why not?
Would you recommend us to others? Why or why not?
What aspect of the services we provided to you did you like best?
What aspect of the services we provided to you did you like least?
Do you have any suggestions for improvement?
We look forward to your response.
Kind Regards
Noriko
Customer Service Officer
2. Send an email to customers (your assessor).

like) style.
It should seek feedback about their experience with Aus Biz Coaching.
Your assessor will respond to you in the role of the customers
3. Update the Feedback Register

Enter the information that you receive back from the customers into the feedback register.
Include follow up actions required to ensure optimum customer satisfaction.
The Feedback Register already includes feedback from customers collected over the first quarter of the
financial year.
4. Develop a customer service report

ABN: 57 169 281 501
T: 02 8937 0991
Melbourne VIC 3000
T: 03 9077 0758
For this part of the assessment task, you are required to develop a customer services report identifying and
recommending ways to improve service delivery based on your evaluation of the company’s feedback
register.
First of all, review your completed feedback register from Task 1.
Then develop a report that includes:
 The purpose of the report and number of complaints and feedback during the specified period
 An analysis of feedback and complaints with regard to service delivery and provision of products and
services
 Outline of potential solutions to address feedback and complaints
 Recommended actions focused on improving key aspects of service delivery, including order of priority
for recommended actions.
Use the Customer Service Report Template to guide your work.

Your report must be clearly written and address all of the required content as stated above.
When you have finished writing your report, proofread it thoroughly.

ABN: 57 169 281 501
T: 02 8937 0991
Melbourne VIC 3000
T: 03 9077 0758
like) style.
It should introduce and summarise the contents of the attachments.
Attach your feedback register and customer service report to the email.
Student Appendices
Customer Service Policy and Procedures Feedback Register Template
Customer Service Feedback Register

Policy and Procedures.docx Template.xlsx
Customer Service Report Template
Customer Service
Report Template.docx

ABN: 57 169 281 501
T: 02 8937 0991
Melbourne VIC 3000
T: 03 9077 0758
Reference Resource
BSBCUS301 Deliver and monitor a service to customers, 2019, J&S Learningwork, Mullumbimby NSW
Australia.


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ABN: 57 169 281 501

BSBCUS301 Deliver and monitor a service to

BSBCUS301 Deliver and monitor a service to customers

BSBCUS301 Deliver and monitor a service to customers

1. All assessments must be completed and delivered individually. Where an assessment

Task Due Date

BSBCUS301 Deliver and monitor a service to customers

Assessment Task Assessment Task Summary

1. Written Questions You must correctly answer all written questions.

You must prepare for. and participate in roleplays with two

You are required to handle a complaint from a customer and

BSBCUS301 Deliver and monitor a service to customers

BSBCUS301 Deliver and monitor a service to customers

Depending on the task, this may include:

Assessment Task Information

Assessment Task Instructions

BSBCUS301 Deliver and monitor a service to customers

Assessment Task 1: Written Questions

BSBCUS301 Deliver and monitor a service to customers

BSBCUS301 Deliver and monitor a service to customers

Assessment Task 1 Instructions

BSBCUS301 Deliver and monitor a service to customers

 New and second-hand products

7. Briefly explain the general intent of the Privacy Act 1988.

To protect an individual’s personal information.

9. Briefly explain small businesses’ responsibility in relation to privacy.

 Trades in personal information such as buying or selling mailing lists

BSBCUS301 Deliver and monitor a service to customers

 Listen to the customer

VIC: Consumer Affairs Victoria

 Feedback can be used to guide business decisions

BSBCUS301 Deliver and monitor a service to customers

BSBCUS301 Deliver and monitor a service to customers

Assessment Task 2: Customer service project

This assessment is to be completed in the simulated work environment in the RTO.

BSBCUS301 Deliver and monitor a service to customers

Assessment Task 2 Instructions

Today you have received enquiries from the following customers:

Customer 1: Jason Smith, CEO Oztech Electrics

Customer 2: Samiya Santos. Samiya Designs

BSBCUS301 Deliver and monitor a service to customers

1. Prepare for the roleplay

2. Provide customer service over the telephone

You will need to:

BSBCUS301 Deliver and monitor a service to customers

3. Send an email to the Head Business Coach (your assessor).

BSBCUS301 Deliver and monitor a service to customers

4. Provide requested services to customers

BSBCUS301 Deliver and monitor a service to customers

6. Send an email to your assessor.

It should introduce and summarise the contents of the attachment.

Attach your updated Customer Record Sheet to the email.

Customer Service List of Services.docx

BSBCUS301 Deliver and monitor a service to customers

Assessment Task 3: Customer complaints resolution project

BSBCUS301 Deliver and monitor a service to customers

Assessment Task 3 Instructions

1. Prepare for the roleplay

2. Handle customer complaint

You will need to:

Re. Receipt of complaint

BSBCUS301 Deliver and monitor a service to customers

Customer Service Offcer