Student Assessment Guide

BSBCUS401
Coordinate Implementation Customer Service
Strategies
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Table of Contents
Assessment Information 1
Assessment Event 1 – Knowledge Questions 3
Question 1 3
Question 2 3
Question 3 3
Assessment Event 2: Sloth College Simulation 5
Task 1: Advise on customer service needs 5
1.1 Review documents on customer service 5
1.2 Analyse documents 5
1.3 Identify strategies to improve customer service 7
1.4 Present advice to improve customer service 7
Task 2: Support implementation on customer service strategies 9
2.1 Prioritise strategies to address customer service problems 9
2.2 Develop budget to support customer service strategies 9
2.3 Seek approval to implement customer service strategies 9
2.4 Support implementation of customer service strategies 9
Task 3: Evaluate and report on customer service 10
3.1 Review client satisfaction with customer service strategies 10
3.2 Identify and report additional changes to customer service strategies 10
3.3 Maintain systems, records and reporting procedures 10
Appendix A: Sloth College Simulation 12
Sloth College Simulation Background 12
Simulation Phases 12
Your Role in the Simulation 14
Phase 1: 14
Phase 2: 14
Phase 3: 14
Assessment Conditions for the Observation 15
Appendix B: Observation Check Sheet 16
Assessment Information
Welcome to your Student Assessment Guide for BSBCUS401 Coordinate Implementation Customer Service Strategies.
This Guide provides you with information on the assessment particularly what you have to do and to what level of
performance.
This assessment has the following two events:
Assessment Event 1 – Knowledge Questions
There are three questions that will provide us with evidence of your general knowledge of principles and techniques
with customer service.
This assessment is completed in your own time and by a submission date provided by your Assessor. You may use
support material in the development of your responses, but you must indicate the source. In addition, you must not
‘cut and paste’ content from your source, rather, use your words, unless it is a direct quote.

Assessment Event 2 – Simulation: Sloth College

You will complete a number of tasks that will provide us with evidence of your skills with analysing customer service
data and developing, implementing and evaluating customer service strategies. These tasks will be based on your
role of Project Officer in a simulation with an organisation that delivers and assesses the Diploma of Business.
To complete the Simulation, you will need to refer to the following resources:
Policies and Procedures This document is used in Task 1.1 where you review the approach taken by the
for Customer Service organisation with customer service.
Budget Plan Template This document is used in Task 2.2 where you plan the expenses for delivering
customer service.
February Data This folder is used in Task 1.1 where you review the current performance with the
Trainer, Student Support Officer, materials, informal feedback from staff and
students, attendance records
March Data This folder is used in Task 3.1 where you review new data on performance with the
Trainer, Student Support Officer, materials and attendance records

Remember, you do not type your responses in this Student Assessment Guide, but use the Student Assessment
Workbook, which is a separate document. This document is simply a guide to explain what you are required to do, and
by doing so, this will assist you to perform at your best.
Please note that your responses for both assessment events can (where appropriate) use dot point format. See below
for an example of a dot point response and a full sentence response.
Dot point format Presentation Plan includes the following:
• outcomes
• needs of the audience
• context.

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 Full sentence format When you are preparing for a Presentation, there are a number of tasks that must be
carried out. These are; listing the outcomes that you want to achieve, followed by the
identification of the needs of your audience. When you have completed these two tasks,
you then check on the room you will be conducting the simulation in etc.
Performance required
• complete all of the questions and tasks listed in the Student Assessment Workbook
• meet all the requirements listed in this Student Assessment Guide
• your responses to the questions and tasks must be relevant, accurate and specific
• submit your completed Student Assessment Workbook to your Assessor within the set timeframes
• your work must be in your own words
• where you use an external source of information, you must provide citation.
Please be aware that your Assessor is here to provide you with the necessary support throughout the assessment
process. If you have questions, then contact them for guidance.

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Assessment Event 1 – Knowledge Questions
The information contained in this assessment event lists the questions that you will need to develop a written
response. These questions are theoretical and provide evidence of your understanding of principles and techniques
used in customer service. Each question includes the requirements which indicate what you have to do and the depth
of your response to achieve a satisfactory result.

Question 1
Outline the principles of customer service.
R 1. describe three principles of customer service
R 2. word count is approximately 30 words.

Question 2
Using the table below, explain sources of information and techniques for identifying customer needs and reviewing
customer satisfaction.
R 1. provide two examples of sources of information for customer needs
R 2. provide two examples of techniques to be used in customer needs:
R 3. provide one additional example for reviewing customer satisfaction
R 4. word count was approximately 50 words.
Source of information Techniques
Identifying customer needs

Reviewing customer satisfaction

Question 3
In the table below, describe product/service standards and best practice models
R 1. list and explain three legal requirement related to customer service:
• include the correct title and date of their primary legislations and legislative instruments
• summarise the key provision of each requirement
• provide an example of its application
R 2. word count is approximately 50 words.
Standards Explanation Example as a best practice model

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Assessment Event 2: Sloth College Simulation
In this assessment, you will undertake a number of tasks associated with reviewing customer service levels and
implementing improvement strategies for Sloth College. In this simulation you will perform the following actions:
• advise on customer service needs
• support the implementation of customer service strategies
• evaluate and report on customer service strategies.
Please ensure that you familiarise yourself with this set of requirements that underpin this simulation. This includes
understanding the background of the simulation and the criteria you will be assessed on. These are located in the
Appendix of this document.

Task 1: Advise on customer service needs

In this task, you will review the documentation on customer service in the organisation and clarify your understanding
with the Manager of Operations. You will then diagnose the problems with the current approach to customer service
then present advice on improvements.

1.1 Review documents on customer service

R 1. review the documents on customer service in the organisation:
• list a minimum of five features with service delivery
• listed five key concerns raised in the student box from customers
• produce Excel graphs on attendance, Trainer, Student Support Officer and Materials data
• list four key concerns that arose from the focus group with customers (refer focus group results)
R 2. list a minimum of two issues that require clarification
R 3. send an email to the Manager of Operations requesting clarification on issues
R 4. on receipt of feedback from Manager (where required), modify your understanding
R 5. word count was not critical.

1.2 Analyse documents

R 1. analyse the customer service documents:
• using the table, list and describe a minimum of six current problems
• problems must specify areas of delivery problems
R 2. using the table, provide a minimum of two root causes for each problem
R 2. word count is approximately 200 words.
Problems with customer service Root cause of problems

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1.3 Identify strategies to improve customer service
R 1. using the table, provide a minimum of two strategies to address each root cause
R 2. word count is approximately thirty words per root cause.
Root cause Strategies

1.4 Present advice to improve customer service

R 1. participate in a meeting:
• overview features of current customer service delivery
• review feedback received
• present diagnosis of problems
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 • provide advice with a minimum of five strategies to address poor customer service
R 2. use a minimum of four PowerPoint slides
R 3. the session must meet all the requirements of the Observation Check Sheet (see Appendix B)
R 4. the session must be delivered in 30 minutes
R 5. word count is not critical.

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Task 2: Support implementation on customer service strategies
In this task, you will finalise preparation for your customer service strategies. On approval, you will implement these
strategies.

2.1 Prioritise strategies to address customer service problems

R 1. prioritise strategies based on criteria such as:
• comments received from the consultation from Task 1.4
• impact on improving customer service in the short term
• time taken to implement
• cost of implementation
• ability to implement
R 2. strategies must include:
• implement focus groups with customers
• professional development for Trainer
R 3. word count is not critical.

2.2 Develop budget to support customer service strategies

R 1. list expenditures for a minimum of four customer service strategies in the template provided
R 2. word count is not critical.

2.3 Seek approval to implement customer service strategies

R 1. send email to Operations Manager:
• overview background
• provide summary of findings
• list strategies in priority order
• two of these strategies must be; run a focus group and provide PD to the Trainer
• select an additional strategy for immediate implementation
• include the budget
• request approval to proceed with implementation
R 2. word count is not critical.

2.4 Support implementation of customer service strategies

R 1. implement focus groups on customers dissatisfaction:
• develop an explanation of the methodology for running the focus group
• write a minimum of three questions to ask students
R 2. implement PD for the Trainer:
• describe five actions by the Trainer that would improve customer service
• each action must address the issues from the suggestion box and surveys
R 3. implement third strategy:

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 • describe three actions to achieve this strategy
• each action is specific to the issues identified with customer dissatisfaction
R 4. word count is approximately 200 words.

Task 3: Evaluate and report on customer service

In this task, you will review the recent data that is received on the implemented customer service strategies, then
present these results to stakeholders with a recommendation to implement additional strategies.

3.1 Review client satisfaction with customer service strategies

R 1. review the March data received and describe the variations for:
• trainer performance
• student support officer
• attendance
• learning and assessment materials
• include graphics to highlight the variance between February and March
R 2. word count is not critical.

3.2 Identify and report additional changes to customer service strategies

R 1. develop a report on the implementation of customer services strategies:
• overview previous issues with customer service delivery
• overview recent strategies implemented
• overview the results
R 2. identify changes necessary to maintain service standards:
• list remaining strategies to be implemented for the short term
• list and provide the rationale for long term strategies
• report to include graphics of variation in results for February and March
R 3. describe future directions for client service
R 4. word count is approximately 600 words.

3.3 Maintain systems, records and reporting procedures

R 1. develop an electronic filing system for your operational plan:
• it is cloud based to ensure easy access by stakeholders
• it is intuitive so that all stakeholders can use
• has a logical hierarchical structure for each project document
R 2. maintain files:
• all documents are in correct folders
• all documents are current and complete

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R 3. produce screen shots of your record keeping system and attach to your Student Assessment Workbook
R 4. word count is not critical.

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Appendix A: Sloth College Simulation
Sloth College Simulation Background
Sloth College is a fictitious College that is offering the Diploma of Business. It is a new College with only this
qualification on scope. Listed are the key features of the product and service:
• there are no pre-requisites to this course such as a Certificate IV
• there are no requirements from the College for students to be employed or have access to a workplace
• the course is full time with two classes a week totaling 14 delivery hours
• each week there are additional structured tasks that make up half a day
• the course is spread over one year
• there are learning materials that are externally supplied that are included in the cost of the qualification
• students are given support through a one hour meeting with the Trainer every month to track progress
• the course is face to face with no online component
• the College consists of four staff with one member designated to provide student support on issues that are
affecting the completion of their studies.
The College engaged a consultant to support the initial application and after a number of rectifications achieved
registration with the Government Regulator.
Upon approval to proceed as a Registered Training Organisation in December, the owner of the College embarked on
an intense recruitment drive. By the start of February, the College had enrolments from an initial plan of 40, to 80
confirmed students. However, without increasing staff. There is only one Trainer and one Student Support Officer
and one Office Administration Assistant who all report to the Operations Manager.
The building had sufficient infrastructure to accommodate the planned 40 students but the additional enrolments
have put serious strain on the premises and staff. This is reflected in the survey results on training that were
implemented on a daily basis to monitor satisfaction levels through trainer performance and a key performance
indicator on customer satisfaction; daily attendance figures. Feedback showed that students (customers) were very
un-satisfied with the product and service. Additional information was received from both student and staff, through
a manual suggestion box which substantiated the negative findings of the surveys.
By end of the month of February, you have been contracted as a Project Officer to address the customer service
problem. You report to the Manager of Operations who is keen to address the circumstances of the College. This is
in part based on the complaints that students have made formally to the Government Regulator. The Manager is
well aware of the impact of a negative profile by the auditors in the ongoing viability of the College. Therefore they
will support any advice that you, the Project Officer can bring to address the current situation.

Simulation Phases
This simulation is divided into the following phases:
Phase 1: Advise on customer service needs
Phase 2: Support implementation of customer service strategies

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 Phase 3: Evaluate and report on customer service

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Your Role in the Simulation
You will be the Project Officer of Sloth College in the simulation. Your roles and responsibilities in the simulation are
as follows:

Phase 1:
Phase 2 occurs in Tasks 1.1 to 1.4.
In Task 1.4, you will present current performance and a set of strategies to address the College’s issues to your
Manager. Note that this session will be 30 minutes and you will interact with the Manager of Operations which will be
role played by a stakeholder external to your class. Note that your Assessor will not play a role in this observation
activity as they will be observing your interaction with this stakeholder and documenting evidence in the Observation
Check Sheet provided in Appendix B.
In Phase 1 your main duties in the organisation are as follows:
• review and analyse documents on customer service performance
• identify strategies to improve customer service
• present advice to improve customer service.

Phase 2:
Phase 2 occurs from Task2.1 to Task 2.4. In Phase 2 your main duties in the organisation are as follows:
• prioritise strategies to address customer service problems
• develop a budget plan
• seek approval to implement
• support the implementation.

Phase 3:
Phase 3 occurs from Task 3.1 to Task 3.3. In Phase 3 your main duties in the organisation are as follows:
• review new data on customer service
• develop a report for ongoing customer service
• maintain records.

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Assessment Conditions for the Observation
The information in this section outlines the assessment conditions for the Observation which occurs in Task 1.4 and
involves your interaction with two stakeholders.

Before the Observation:

• you must ensure that you have read and understood any documents required to undertake the Observation
• you must ensure that you have read and understood all performance requirements listed under each task
• you must ensure that you have read the requirements listed in the Observation Check Sheet as your performance
will be judged based on these criteria (see Appendix B)
• your Assessor will inform you of the date of your Observation.

During the Observation:

• you will be interacting with the Manager of Operations
• it has a total duration of 30 minutes
• other students will not be observers during the session as this will give them an unfair advantage
• this stakeholder will be role played by staff from the RTO or other externals
• your Assessor will brief them on your topic so that they can carry out their actions in an appropriate manner
• you cannot refer to the Observation Check Sheet while undertaking the Observation
• your Assessor will:
- observe you individually based on the criteria in the Observation Check Sheet
- document their observations in detail on the Observation Check Sheet
- provide extensive written feedback
- ensure that the session will be free from distractions
• you must comply with WHS requirements
• you must demonstrate all the criteria in the Observation Check Sheet to achieve a satisfactory result for the
Observation.

If you are not successful, after the observation, the Assessor will:
• provide written feedback on the Observation Check Sheet explaining their justification in detail
• communicate this feedback to you
• arrange another suitable time to observe your second attempt

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Appendix B: Observation Check Sheet
We have provided the Observation Check Sheet for you to prepare for your assessment with the Assessor. Remember,
you will not be able to use this Check Sheet during this session. However, we recommend you use this as a planning
tool so that you are fully prepared for the observation.
Note that you must demonstrate all the criteria listed in the following Observation Check Sheet to be deemed
satisfactory.

Performance requirements:
 welcomes participants:
- friendly
- introduces each other
- is positive
 states objectives of the session, which are:
- specific
- relevant
- measurable
- achievable
- time framed
 explains the format of the session, which is:
- clear
- concise
 seeks feedback on objectives and format:
- notes input
- where appropriate incorporates into session body
 reviews current customer service situation:
- presents the current customer service delivery
- information is accurate

 reviews documented feedback by staff and student:

- information and data is accurate
- seeks input on their views
- takes notes

 analyses problems and identifies key cause of problems:

- lists a minimum of two root causes with each problem
- analysis is appropriate
- seeks input on this analysis
- takes notes
- confirms their understanding

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 Performance requirements:
 presents recommendations on addressing customer service problems:
- lists a minimum of one strategy to address each root cause
- recommendations are appropriate
- seeks input on this recommendation
- takes notes
- confirms their understanding
 the conclusion
- summarises the session in terms of the extent objectives achieved
- seeks input on the quality of the session
- overviews next steps
 time management
- session is completed within the time allocated of 30 minutes
 body language skills demonstrates the following:
- maintains eye contact
- appropriate facial expressions
- posture is appropriate
- gestures fits message
 verbal skills:
- language avoids jargon and is easy to understand
- tone is pleasant
- pace is at the right speed to achieve clarity
- volume is appropriate for participants
 sensitive to the cultural diversity of the participants:
- level of formality that shows respect to both parties
- content is non-sensitive
- watches for non-verbal signs of both parties
- seeks input if withdrawn through direct open questioning
 emotions:
- processes emotions of self and participants and stays calm
- feeds back to the group emerging issues
- these interpretations are accurate and appropriate
 uses appropriate consultation skills:
- requests views and opinions of participants
- listens
- does not interrupt
- encourages participants to give input
- validates this input
- uses open questions to explore issues
- where appropriate incorporates into plan and proposal.

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