BSBCUS501 Manage Quality Customer Service Assessment

BSBCUS501
Manage quality customer service
Student Assessment Task
Student Name
Student Id
BSBCUS501 Manage quality customer service| SALISBURY COLLEGE AUSTRALIA 2020 | RTO No.:45062 |
RICOS:03565E | L3, L4 & L5, 14 Railway Parade, BURWOOD, NSW 2134 Page 1 of 37
CONTENTS
Contents......................................................................................................................................................2
Assessment information..............................................................................................................................3
Assessment instructions..............................................................................................................................4
Student assessment agreement..................................................................................................................6
Assessment Task Cover Sheet.....................................................................................................................7
Assessment Task 1: Written questions........................................................................................................8
Assessment 2: PRACTICAL DEMONSTRATION & OBSERVATION................................................................12
ASSESSMENT INFORMATION
The assessment tasks for BSBCUS501 Manage quality customer serviceare 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 Overview
1. Written questions You must correctly answer all 12 questions.
2. Case Studies This assessment consists of three scenarios, each followed

by a number of tasks or questions.
You must complete them all.
3. Project This consists of five parts:

 You are to develop a customer service survey
questionnaire
 You are to develop a Customer Service Plan
 You are to identify and/or develop a range of
organisational systems to implement the customer
service plan.
 Role Play
You are required to use the scenario and relevant parts
of the Customer Service Plan developed and participate
in a role play.
 You are to review the customer service plan based on
implemented plan, policies and procedures.
Assessment preparation
Please read through this assessment thoroughly before beginning any tasks. Ask your assessor
for clarification if you have any questions.
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 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 SCA’s assessment appeals process.
You have the right to appeal the outcome of assessment decisions if you feel you have been
dealt with unfairly or have other appropriate grounds for an appeal.
ASSESSMENT INSTRUCTIONS
Each assessment task in this booklet consists of the following:
Assessment Task Cover Sheet

This must be filled out, signed and submitted with your assessment responses.
You required to submit this assessment task electronically, please complete the
Assessment coversheet and signed electronically or print your name. Your assessor will provide
your feedback electronically either by an email or through the learning management system.
Your assessor will also discuss this verbally with you and provide advice on reassessment
opportunities as per your SCA’s reassessment policy.
Depending on the task, this may include
 resubmitting incorrect answers to questions (such as written 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.
Your Trainer / Assessor will advise you should there be any change.
Assessment task information

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

This includes questions you will need to answer or tasks that you need to complete.
Your answers must be typed using software as indicated in the assessment task Instructions.
If you are submitting electronically, give the document a file name that includes the information
as indicated in the section called ‘Naming electronic documents’ (see below).
Naming electronic documents

It is important that you name the documents that you create for this Assessment Task in a
logical manner.
Each should include:
 Student Name
 Unit code
For example, BSBCUS501 Task it should be John smith_BSBCUS501.
STUDENT ASSESSMENT AGREEMENT

Make sure you read through the assessments in this booklet before you fill out and sign the
agreement below.
If there is anything that you are unsure of, consult your assessor prior to signing this agreement.
Have you read the assessment requirements for this unit?  Yes  No
Do you understand the requirements of the assessments for this unit?  Yes  No
Do you agree to the way in which you are being assessed  Yes  No
Do you have any specific needs that should be considered  Yes  No
If so, explain these in the space below.
Do you understand your rights to reassessment?  Yes  No

Do you understand your right to appeal the decisions made in an  Yes  No
assessment?
Student name
Student ID number
Student signature
Date
Assessor name
Assessor signature
Date
ASSESSMENT TASK COVER SHEET

Student declaration
To be filled out and submitted with assessment responses
 I declare that this task is all my own work and I have not cheated or plagiarised the work or colluded
with any other student(s).
 I understand that if I am found to have plagiarised, cheated or colluded, action will be taken against
me according to the process explained to me.
 I have correctly referenced all resources and reference texts throughout these assessment tasks.
Student name
Student ID number
Student signature
Date
Assessor declaration
 I hereby certify that this student has been assessed by me and that the assessment has been carried
out according to the required assessment procedures.
Assessor name
Assessor signature
Date
Assessment S NS DNS Resubmission Y N

outcome
Feedback
Student result response

 My performance in this assessment task has been discussed and explained to me.
 I would like to appeal this assessment decision.
Student signature
Date
A copy of this page must be supplied to the office and kept in the student’s file with the
evidence.
ASSESSMENT TASK 1: WRITTEN QUESTIONS
Task summary
You need to answer all of the written questions correctly.
Required
 Access to textbooks and other learning materials.
 Computer with Microsoft Office and internet access.
Timing
Your assessor will advise you of the due date of this assessment.
Submit
 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.
Resubmission opportunities
You will be provided feedback on your 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 with written feedback along with guidance on what you must undertake to
demonstrate satisfactory performance. Reassessment 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 you have been
dealt with unfairly or have other appropriate grounds for an appeal.
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.
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.
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.
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.
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.
Assessment Task 1 Instructions as provided to students

Provide answers to all of the questions below:
Questions
1. Provide six (6) examples of how an organisation can become ‘customer-driven’. (100-
120 words)
Answer-:
The type of organization realizing of becoming hierarchical in nature and that considers
the executive and management the most important bodies in the organization, and
modifying putting their attention on the customers as there main focus point is known as
customer driven organization is known as customer driven organizations. The customers
are treated as the principal bodies and the thrust of the organization in the customer
driven organizations. Some of the major six examples following which an organization
can become a customer driven organization are-:
 Anticipating the major customer needs,
 Collecting customer feedback,
 Making the services easily accessible and customer friendly.
 Meeting with customers-in-person
 Providing proactive customer service
 Adopting favourable and accessible customer service tools.
 Looking beyound the purchase
 Creating an on boarding process.
So, due to some of these reasons and in this way, by performing all these examples an
organization can become a customer-driven.
2. Zoom IT Co. has a policy of welcoming and recording customer complaints.

a. Identify three (3) benefits to an organisation of welcoming customer complaints.
(approx. 100 words)
Answer-:
The three benefits that an organization can have when welcoming customer
complaints are-:
 Product and service upgradeness- The area where customers complaints
are generated, when improved in order to minimize the impact, is considered
as one of the major benefits for the organizations welcoming customer
complaints.
 Policies and procedures improvements- Policies and procedures satisfies
and identifies how the work is managed for effective improvement. They are
improved focusing the customer complaints. Thus, are considered as the
benefit of welcoming customer complaints.
 Positive impact towards brand image-: When the customer complaints have
been solved and have taken the immediate consideration, helps to gain
customer insights that helps for building the positive brand image. Thus is
also considered as one of the major benefit to an organization welcoming

customer complaints.
3. Choose an organisation and identify three (3) products or services that it currently offers
its external customers. Research the organisation’s customers and explain how each
product or service satisfies the specific needs of its customers including the physical and
psychological needs. (Hint- Fast food chains provide a lot of publicly available
information on their websites) (approx. 150 words)
Answer-:
I have chosen a fast food service currently operating and performing to its fullest in Australia.
There is a variety of products offered by the industries to their customers, the list of three
products that the business offers to their customers are,
 Pizza Melt Sandwich
 B.L.T Wraps
 Breads
Subway in Australia has targeted its customers to be 18-24 years of age in average, both male
and females. But the secondary customers are also considered to be the old aged candidates or
the citizens performing in Australia. Pizza melt sandwich is mostly catered for the veg
customers. The Pizza melt sandwich is focused mostly for the customers to have in their
breakfast and lunch. They help their muscle to be stronger which is a physical need, and also
gives then happiness which is psychological needs focused and agreed upon. The B.L.T Wraps
helps to give and provide enough nutrients which helps to increase protein level in them which
is the physical need whereas, it’s usefulness and hygiene adequacy full fills customers physical
needs. The breads provides customers with the nutrients that makes the muscles dstronger
which is physical needs and its time to be prepared save cost and time, which is the
phychological needs of the customers.
b. Describe how records of complaints should be kept and managed. (approx. 100
words)
Answer-:
The five step process is inacted for keeping the records. They are, capturing the
information, making sure the information to be correct and consisted to the manner,
recording the information with the view to saving the information, Consolidating and
Reviewing of the information, Acting being based on what one knows.
Similarly, 8 steps methods are enacted for managing the records, completing
inventory for all the records, determining the process of managing the records,
developing record retention and destruction schedule, creating and documenting the
proper procedures, creating a disaster recovery plan and many more. So, due to
some of these reasons and in this way, record should be kept and managed.
4. You agree to provide one of your team members with coaching in good customer service
techniques, including handling dissatisfied customers. What topics and tips would you
cover in your coaching session? (approx. 180-200 words)
Answer-:
Coaching a team member with the customer service techniques helps to solve the
problems of customer dissatisfaction. The coaching session should cover certain topics
for gaining the better results at the proper time and easier way outs. Some of the major
topics and tips that I will cover in my coaching session are,
 Active listening-: Active listening helps for addressing the main customer
complaints and the main points of customers that should be full filled and
handled.
 Clear communication- Clear communication helps the customers to understand
the points of deference of the organizations. Clear communication also helps for
the delivery of the wanted information and neglects the unwanted information
over various ways and resources.
 Positive language-: Positive language helps the customers to control their anger.
For the organization, positive response will also be gained. Thus, it is also
considered as one of its major response.
 Persuasion-: It also helps for the achievement of better customer service skills
measuring the right choice of the works done and performed. It helps to increase
the willing ness of performing certain acts and commitments.
 Empathy-: Empathy can lead to better results in various ways and motivation
technologies. It is also considered as one of the tips considered in the coaching
section.
So, due to some of these reasons and in this way, this is all about the tips and topics
that I will consider in the coaching session.
6. Read the following customer service standards and answer the following questions.
Customer Service Standards

 Ensure someone is available to receive enquiries during office hours Monday to
Friday 8.45am – 5.00 pm
 Reply to telephone messages within one working day
 Acknowledge or answer correspondence within 5 working days
 Welcome and acknowledge suggestions as to how service can be improved, and
implement suggestions where appropriate.
 Be courteous, considerate, sensitive and fair in all dealings with customers
 Ensure customers’ privacy is maintained in accordance with Privacy Policy
a) Describe an effective approach for monitoring the standards and measures of

success. (approx. 50-60 words)
Answer-:
Welcoming and acknowledging suggestions as to how service can be improved and
implementing suggestions where appropriate can monitor level of standards in all the
fields and their effective follow-up can also lead the organization towards the
measures of success. This approach is considered to be effective for monitoring the
standards and measures of success.
b) Describe how you would periodically review the standards to ensure they are still
appropriate. (approx. 60-70 words)
Answer-:
I would ensure someone is available to receive enquiries during office hours Monday
to Friday, I would my seld enquire all the sections for the customer feedbacks at the
round off of every 5 periodical days, and I would my self conduct a telephonic call for
the potential customers once in a month. So, due to some of these reasons and in
this way, I will periodically review the standards to ensure they are still appropriate.
5. Dealing with customer complaints is a key skill. Write the procedures you would follow to
deal with a customer complaint. (approx. 160-200 words)
Answer-:
Customer complaints can mostl often create hassle while performing certain topics and
necessary measures. Without any key skill is is difficult to deal with the customers
complaints in an easier way and manner to as possible enough. Thus, dealing with the
customer complaints is considered as the key skills.
Procedures for dealing with the customer complaints are-:
 Listening and paying attention-: This step helps in identifying the part where
there is major constraints lagging behind. The relevant area can be focused up
and the customer complaints can be followed up.
 Empathizing and Apologizing for the situation-: After the customer complaints is
identified, appologing for the relevant step will create a positive image for thew
system. Giving important for the customer complaints helps the customer
complaints for their effective reduction anf fulfilment. Thus, this is considered as
the second step in handling the customer complaints.
 Offering and executing a solution for the complaint-: The solution once offered to
any customer helps for the creation of better terminologies for their effective
fulfilment towards the achievement of the specific goals and methodologies.
 Following-up and thanking customers for their complaints.
All of these steps once performed in chronological manner not only helps to save
time and cost but also helps in maximizing customer goals and wills in a consistent
manner to as possible enough.
7. Organisations typically retain a variety of information about their customers/clients.

Research the range and type of customer information that is usually held by
organisations and then answer the following questions.
a. What customer information is held and where is it stored? (approx. 60 words)

Answer-:
Customer information’s are held like the age gender, telephone number, interest for
which product and many other general information’s as well. The customer information
may be primarily located and generated in the form of papers and documents. They
are computerised for maintaining the privacy and availability at the time of demanded.
It is tored to Customer-relationship-management tool, and proprietary software in the
effective manner.
b. How is the information currently used? (approx. 40 words)
Information is currently used by the technique that eradicates the probable harm for
the specific customers and for the generation of specific ideas and technologies. It is
also used using CRM tools and technologies using strong privacy settings.
c. What other uses could be made of the existing information to help ensure that
quality products and services are delivered to customers? (approx. 50 words)
Answer-:
Identifying the innovative based on the needs and requirements, developing the
preferable changes based on the information, informing them about the new product
launched, their potential uses, and conducting a after sales service are some of the
other uses that could be made of the existing information’s to help ensure that quality
products and services are delivered to customers.
d. What additional information could be gathered from customers that would assist in
providing quality products and services? (approx. 40 words)
Answer-:
The after using product rating information’s, the areas they felt should be improved,
the usefulness of the product, the service improvement recommendations are some of
the additional information that could be gathered from the customers that would assist
in providing quality products and services.
8. List and explain five (5) attributes of a customer service operation that could be
considered ‘best practice’. The attributes you describe may be processes, techniques,
methods or activities that you could include in an organisation’s policies and procedures.
You must describe the attributes and explain how they contribute to excellence in
customer service. (approx. 200-250 words)
Answer-:
The customer service attributes are of different types, the customer service standards
helps and supports customer by various reasons according to their opinions and ways.
Customer service operations that could be considered as the best practise of a customer
service standards are-:
1) Look at every touch point-:
There are many touch points incorporated for the customer service practices
incorporations. For getting best results with the available plans and policies, the touch
points are important to be followed upon. Looking at every touch point will help increase
the efficiency of following them up.
2) Improve customer interactions-:
Customer interactions gives the opportunity of understanding customer’s problems and
their state of mind in the practical manner to as possible enough. Improving customer
interactions is considered as the best practise as it plays a key role behind the
successful customer service interactions measures.
3) Effective listening-:
The function of effective listening helps for the good management of tasks and
opportunities, It helps to understand the area where more focus needs to be provided in
the customer service operations part.
4) Collecting and analysing customer service performance and delivery data-:
The customer service performance and the delivery data can provide an over view of the
customer service standards being followed upon. The practise of collecting and
analysing customer service performance and delivery data is also considered as one of
the example of best practices in the field of customer service operations.
5) Drafting customer service standards-: Drafting customer standards sets out the
minimum line following which the customer service standards are followed upon and
managed to some extent.
9. For each of the regulatory areas listed below, identify one aspect of the legislative
requirements that impact on customer service operations.
Anti-discrimination  Positive impact as the customers are treated equally,
legislation the feeling if customer dissatisfaction is deleted.
Consumer protection  Positive impact as this will create the consumer
legislation satisfied from the works performed.
Privacy laws  Privacy laws can lead and protect the customer’s
privacy.
Work health and safety  This helps consumers by protecting their health in
legislation the positive manner.
Any relevant code of  To directions to directors and employees. It is
conduct / ethical enforced by the board of directors.
principles
10. Within the context of managing customer service and solving complaints, define the
following and describe techniques involved in gathering data on each. (approx. 50-100
words for each)
a) Customer behaviour-:
The aggregative study about the group of customers, individual customers or the
organizations, involved in the B2B business practice involving various trademarks
and complaints is known as customer behaviour. Various methods like, interview,
projective techniques, questionaries, observation with check list and the agent based
modelling are the various ways involved in the collection of customer behaviour.
Customer service can be segregated being based on the customer behaviours. The
complaints regarding customer behaviour can be solved out using the various
methods like staying calm, listening well, acknowledging problem, getting the facts,
and offering various solutions.
b) Customer needs research-:
The process of qualitatively and quantatively researching and ranking the needs and
wants and expectations and target customers or the consumers during key
interactions along the customer journey is known as customer needs research. The
major techniques involved for gathering the data on customer needs research are,
quantitative technique, qualitative technique, and the mixed techniques of data
collection. Once the customer needs research provides the adequate knowledge on
which area to focus more and which area to focus less.
c) Customer relations-:
The way through which a company will engage its potential consumers, in order to
improve customer experience is known as customer relations. Customer relations
includes providing answers to short term road blocks as well as pro-actively creating
long-term solutions that are mostly geared towards the customer success. The
different techniques like online tracking technique, online marketing analysis
technique, in-store traffic monitoring technique can be used broadly for viewing the
customer relations.
11. Summarise public relations and product promotion (approx. 300-400 words).
Answers-:
The set of activities that are mostly conducted by the company in order to promote and
protect the image and the reputation of the company mostly in the eyes of the normal
public is known as public relation. Public relation is one of the major factor, responsible
for shaping the company to a positive way and in the positive manner to as possible
enough. They also helps in building brand, spread the organization, message and
minimize the negativity that is prevailing on the public upon the company, It also helps
for the effective earnng of the goodwill for the company which is considered as one of
the biggest nominal assets for the company to get developed and to get promoted to
some extent. Some of the major examples of the public relations are, investor relation,
government relation, community relation, media relation, customer relations, marketing
communications and many more. They are also the external environment to the
business. Ignoring them will lead for the good public relations enrichment. It is also said
as the strategic communication process that builds mutually beneficial relationships
between organizations and their publics. All the authorities of the organization like the
management, employees, customer service departments, the human resource
departments, and many more are the examples that are related in the creation of public
relations. Most of the times, giving publics information about the firm’s financial
information’s, and the activities performed also can create a good public relations
amongst them.
The disseminating the information about the product, product line, brand and the
company for the prospective buyers mostly with an intention of generating sales and
developing a brand loyality is known as product promotion. The product promotion
includes the product promotional strategy. The strategies that inform persuade and
influence the customers discions is known as product promotion strategies. Usually
these strategies are made before launching the product in the market. Some companies
even perform this strategy before strating the promotion over some specific and some
specified reasons. Product promotion strategy can help the business in providing right
business information, they also helps to differentiate their specific products, they also
helps to increase their potential sales, they also helps to accuentuate the value of their
products, they also helps in stabilizing the sales and the sales revenue. The production
promotion involves 5 major methods of promotion. They are, advertising promotional
method, personal selling promotional method, sales promotion promotional method,
public relations promotional methods, digital marketing promotional methods. These
methods are used to promote the product and gain specific promotional revenue and
income over certain period of time. The best promotional strategy that needs to be
incorporated by the businesses to gain specific customer’s, revenues, and growth rates
is the use of social media and the direct marketing opportunities. Incorporating social
networking is also considered one of the best method of promoting the products of the
company. Some of the major taglines that are incorporated when promoting the products
are, flash sales, buy one get one free, coupons or discounts, give aways or free
sampling, recurring sales, limited time offer and many more.
12. List five (5) strategies for obtaining customer feedback that a business could use.
Answers-:
The five strategies for obtaining customer feedbacks that a business could use are-:
 Customer feedback surveys.
 Email and customer contact forms,
 Social media
 Instant feedback from the website
 Exploratory customer interviews.
 Usability testings.
ASSESSMENT 2: CASE STUDIES

For this assessment you are required demonstrate that you have the knowledge to manage
organisational systems that ensure products and services are delivered and maintained to
standards agreed by the organisation. You must also demonstrate that you can solve complex
customer complaints and system problems that lead to poor customer service You must
demonstrate your ability to:
 Ensure delivery of quality products and services
 Monitor, adjust and review customer service
 Solve complex customer complaints and system problems that lead to poor customer
service
There are three scenarios each with a number of questions or tasks. You must complete them
all.
Student instructions:
The case study questions and activities are based on workplace scenarios below. Your
responses should be in the context of the particular scenario.
You will need access to appropriate office equipment and software to prepare the case study
responses.
Scenario 1:
Tom manages the Refuel Bar, a recently opened café and health foods bar in the sports centre.
He recently received a long email from an irate customer saying she had had a bad experience
when eating with two friends at the Bar and that the food was horrible! She said it was oily and
not healthy. She also said that she had had to wait for ages to get served. When she
complained, the person who served her said there was nothing wrong with the food. She
couldn’t remember the name of the dish she had eaten or who served her.
Questions:
1. How can Tom handle this situation?
2. What did the customer really want?
3. What are the likely outcomes from this customer complaint from the perspective of the
business?
4. The complaint may indicate a problem with the service system. What should the Manager,
Tom, do to address these problems and ensure that this situation does not arise again?
5. What strategies can Tom use to obtain customer feedback to improve the provision of
products and services?
Scenario 2:
You are working in the back office of the sports centre where you work, and you overhear a
conversation between one of the staff on Front Desk and a customer. The customer says he
wants his son to come to the centre and is looking for some activities that he might be
interested in. He says his son wants to do boxing. He explains that his son has a learning
disability and often gets into fights with other kids. The staff member explains that there are
no boxing classes for beginners. The customer walks away, looking worried and says they
will look somewhere else.
You know that the staff member is aware that your sports centre has boxing classes starting
from beginners.
Questions:
1. Why might the staff member not have mentioned the boxing classes? Think of all possible
reasons.
2. What impact would the staff’s behaviour have had

 on the customers’ satisfaction?
 On the son?
 On the sports centre?
3. How should the staff member have responded? What techniques for dealing with customers,
including customers with specific needs should he have used?
4. How can you effectively monitor the level of customer service provided by your team in order
to consistently meet your organisation’s quality and delivery standards?
5. How can you assist this staff member to meet the customer service standards?
6. The complaint indicates a problem with the induction and staff training system. What
strategies can you implement to ensure that this does not happen again? List at least three (3).
Scenario 3
ACME Books recently completed an in-store customer satisfaction survey. This was a 3-
month research project and surveys were conducted with willing customers as they were
leaving the store. Over the 3-month period Acme obtained 650 survey responses which was a
great result.
Once the survey data was analysed, there were some clear results about what customers
really loved and what they were unhappy about. This gave ACME a good indication of the
critical aspects of its customers’ requirements in terms of the products and service it delivers.
On the positive side customers really loved:

 The range of books available
 The store layout and clear signage for the different subject areas
 The friendliness of staff
 The store’s loyalty program of receiving a $20 voucher for every $200 spent
 The regular in-store events such as special promotions and book signings
On the negative side customers were unhappy about:

 The difficulty in finding a staff member to assist them when they needed help
 The waiting time at the payment counter
 Not having the option to purchase books online
The management team at ACME books are about to commence their business planning
activities for the year and this customer feedback will be a valuable input to that process.
Activities:
You do not need to be an experienced book retailer to appreciate the useful information ACME
now has about the quality, time and cost expectations of its customers in relation to both
products and service.
Activity 1
Consider the survey outcomes and identify four (4) distinct needs that ACME customers have.
1
2
3
4
Activity 2
Put yourself in the shoes of ACME’s management and identify two (2) business goals for the
coming year that are aimed at maximising the organisation’s value to its customers. For each
goal provide two (2) key performance indicators (KPIs) that will assist the management team to
monitor the goal.
Assessment Criteria:
Your assessor will want to gather evidence that you have the knowledge required to:
 Investigate, identify, assess, and include the needs of customers in planning processes
 Monitor team performance to consistently meet the organisation’s quality and delivery
standards
 Help colleagues overcome difficulties in meeting customer service standards
 Develop and use strategies to monitor progress in achieving product and/or service targets
and standards
 Develop and use strategies to obtain customer feedback to improve the provision of
products and services
 Develop, procure & use resources effectively to provide quality products and services to
customers
 Make decisions to overcome problems and to adapt customer services, products and
service delivery in consultation with appropriate individuals and groups
ASSESSMENT 3: PROJECT
Submission Requirements
You are required to submit the following documents:
 Details of the business products and services
 Customer service survey questionnaires
 Customer Service plan
 The Policy and Procedures
 List of organisational systems to be developed including training, communication,
reports and record, managing the organisational systems
 Record of interview with staff member (role play)
 Identified recommendations for change
 Minutes of meeting with management team
 Modified Customer Service Plan (Mark this clearly as version 2!)
Student instructions:
For this assessment you are required to demonstrate that you can manage the customer
service of a business to ensure quality standards, policies and procedures are met. You must
demonstrate that you can:
 Plan to meet internal and external customer requirements
 Ensure delivery of quality products and services
 Monitor, adjust and review customer service
 Develop and manage organisational systems for quality customer service
 Develop and review plans, policies and procedures for delivering and monitoring quality
customer service
 Monitor and assist teams to meet customer service requirements
 Manage records, reports and recommendations within the organisation’s systems and
processes
This assessment comprises five parts based around a simulated business scenario. You must
complete all parts. The first part requires you to research customer service requirements for
business, you are then required to develop a customer service plan based on the outcomes of
the research. You will then develop and manage organisational systems including role playing
an interview with a staff member, and finally you are to review the customer service plan based
on implementation.
For the role play, you will interact with your assessor who will play the role of the staff member.
For the last part you will need to work with your classmates who will play the role of team
members.
To complete this assessment activity, you need:

 Access to business technology
 Business scenario (provided below)
 RATER Elements table (provided below)
 Customer Service Plan template (in Appendix 1)
Read the following scenario and complete the tasks that follow.
Scenario:
You are a manager at, Fine Foods, a chain of speciality food restaurants. The company has
found that it is losing return customers and has decided that you need to survey customers in
order to identify the potential reasons.
The customer experience defined in social media posts revealed that while the table and bar
service were efficient, friendly and contributed to enriched experiences, the reservation and
greet and seat processes were severely lacking.
PART A: Researching customer service requirements

You must first investigate, identify, assess, and include the needs of customers in planning
processes. As a manager, you have been asked to assist with the survey by developing a
survey form that can be used by each restaurant to get direct feedback from the customers.
Tasks:
1. Provide an overview of the products and services your company provides to customers, and
identify your main customer categories. What are the general needs of these customers for
products and services?
You can make up details here, based on your experience of a speciality food restaurant you
have been to eg Mexican food, burger bar, health foods, sushi bar.
2. For the products and services provided by your team, describe the needs and priorities in
relation to customer service excellence. For example, courtesy, speed of service, long term
relationships. Add to these from your own knowledge and experience of being a customer in a
similar restaurant.
3. You believe that some of the products and services are not performing as well as they could.
Identify either an area where you feel the level of customer service could be improved, or a
problem you have identified that needs fixing. Describe this clearly and the objectives you want
to achieve.
4. Describe how you will research and obtain any necessary information or data that will support
the need to improve the area you have identified in the above task. For example, you may need
to research prices of competitors, or up to date information on food trends.
Make a list of all the ways you might research this information.
5. Develop a questionnaire to determine your customer needs and wants. You need to gain
information in your questionnaire about the customer category (market segment) that is relevant
to your business such as:
 Age group
 Geographic location
 Reason for using your product or service

 Social/economic status eg how much do they usually spend on the product or service
and how often.
Ask questions that identify what the customers are looking for such as:
 Number and timing of product/service purchase (at your business or similar)
 Reasons for purchase
 Customers’ attitudes about various product attributes
 Importance of the product to the lifestyle of the consumer
 What they see are the main priorities when purchasing your service or product, eg
quality, price, speed, after service, atmosphere and courtesy of sales personnel
 Feedback on products and services purchased or experienced from your organisation.
Don’t write too many questions or customers will not bother to answer them! Between 6 and 10
questions would be appropriate.
6. Trial your survey tool before forwarding it to the other restaurants by trying it out on two of
your team members. (Your classmates can act as part of your management team.)
7. Adjust your questionnaire, if need be. Submit the draft and reviewed questionnaire and the
two trialled and completed ones.
Assessment Criteria
Your assessor will want to see that you can:
 Investigate, identify, assess, and include the needs of customers in planning processes
 Examine the products and services provided to customers and provide:
o an overview of main products and services
o the main customer categories
o the general needs and priorities of customer?
 Identify and describe an area where the level of customer service could be improved, or
a problem that needs addressing and describe the objectives he or she wants to
achieve?
PART B: Planning customer service

Scenario:
You have carried out surveys to identify customer needs in the Fine Foods chain of restaurants,
and now need to take action to improve service performance in the areas of concern.
Responses showed that:

 58% Will return
 24% Might return
 18% Will not return
You have reviewed the results of the survey and now need to develop a Customer Service Plan,
based on the feedback received in order to improve customer service.
You decided to use a tool called the “RATER Elements” to help you analyse the feedback.
The RATER Elements
The RATER model of customer service is a tool for assessing a customer’s needs. It revolves
around 5 key facets that are believed to constitute quality customer service:
 Reliability - Doing what you say you will. E.g. if you tell a customer you will call them
back by the end of the working day then you need to do that
 Assurance - Relates to competence, knowledge, respect, credibility, honesty,
confidentiality, safety and security. It involves delivering customer service that is based
on sincerity and solid information
 Tangibles – Ensuring the shopping environment, presentation of goods/or services is
appealing and that staff are well presented and approachable
 Empathy – Catering to the individual needs of each customer in a non-condescending,
clear and informative manner
 Responsiveness – Providing a prompt service, showing a willingness to help and
efficient problem solving.
You have filled out the table using conclusions you have drawn from the research. This can then
be used as the basis for planning how the organisation can improve its service to customers.
RATER
Fine Foods Customer
Element Your Customers’ Needs
Feedback
Reliability  Quick response to phone  Phone often engaged
Timeliness /internet enquiries for  Poor response/
Consistency/Regularity bookings confirmation from internet
Accuracy  Details taken correctly bookings
 Be seated at the table  People queuing out of the
promptly door to be seated
 Correctness of bill  Generally, no problems
with bills
Assurance  Staff have extensive  Questions about
Staff competence product knowledge ingredients cannot always
Respect for customers  Inclusivity for all customers be answered
Credibility (including allergies)  Food/drinks good quality
Honesty and confidentiality  Receive products as  Good environment
Safety and security depicted in advertising /
menus
 Clean, safe environment
Tangibles  Clean, safe environment  Attractive surroundings

Physical facilities and  Staff who communicate  Friendly table and bar staff
equipment clearly and can easily  Staff have good
Employees understand what you want communication skills
Communication
Empathy  Understanding of special  Great customer

Access (staff, services, needs experience once seated at
information)  Staff who communicate the table.
Communication (clear, clearly and can easily
appropriate, timely) understand what you want
Appropriate services  To feel valued
Understanding the customer
Individualised attention
Responsiveness  Staff have time to respond  Wait too long to get seated
Willingness to help to queries promptly without
Prompt service customers feeling they are
Problem resolution being a nuisance
Using the information in the completed RATER table provided above, develop a Customer
Service Plan that:
 Meets Fine Foods stated business objective of, “Ensure delivery of quality products and
services to customers”.
 Meets the stated customer requirements including for quality, time and cost specifications
 Includes strategies for monitoring, adjusting and reviewing customer service.
A Customer Service Plan template is provided in Appendix 1 with headings and brief definitions
to guide you. You may use another format if you prefer.
Note: The template is a guidance to the headings and sections to be included. Do not be
limited by the space provided. It is expected that your plan will be detailed and at least 4 -
5 pages long.
Tasks:
Develop the Plan including each of the following:
1. Identify in the customer service plan, the business targets in relation to:
(a) quality standards – these need to be measurable
(b) delivery standards – these need to be measurable
You need to develop KPIs for each of these, for example, in percentage outcomes. The
company Business Plan currently lists the following:
Customer Satisfaction rate KPI 98%

Jobs completed on time KPI 98%
Return business 80%

Customer complaints less than 5%
Decide if these are reasonable in view of the customer feedback and whether or not they need
to be revised.
2. Identify customer needs in relation to:

(a) quality
(b) time
(c) cost
Provide details. (Refer to the information from customer feedback in the RATER table.)
3. Identify and specify resources that are required to:

(a) achieve business plan targets
(b) meet customer needs
For example, consider the need to invest in new software, or employ additional staff.
4 Now you need to consider your team and how they will implement the targets.
(a) Describe what strategies you will use to monitor your team progress in achieving the product
and/ or service targets and standards.
(b) Describe how the team will be assisted to achieve the targets for quality and delivery eg
develop policies and procedures and then train the team how to implement them.
You must address each of the targets.
(c) Describe how you will communicate your customer service strategies and priorities to your
team members.
5. You must now consider how you will implement and monitor the plan.
(a) Describe how you will get customer feedback in relation to quality, time, cost and
opportunities for improvement.
(b) Develop strategies to monitor progress in achieving product and/or service targets and
standards.
Describe the procedures you will implement to ensure that future decisions about targeting of
customer services are based on up-to-date information about the customer, and the products
and services available. Remember customer tastes and needs change and you need to
continually review your products and services to ensure that you are meeting current needs.
(c) What records, reports, databases and other controls and devices you will need in order to
manage customer service and how and who will maintain records of customer interaction.
Assessment Criteria for the Customer Service Plan:

 Ensure plans achieve the quality, time and cost specifications agreed with customers
 Deliver products and services to customer specifications within organisation’s business
plan
 Develop and manage organisational systems for quality customer service
PART C: Developing Organisational Systems for Quality Customer Service
Now that you have developed a Customer Service Plan and strategies for implementation and
monitoring, you need to develop organisational systems such as policies and procedures for
delivering and monitoring quality customer service.
Tasks:
1. Develop a set of Policies and Procedures for each of the following areas:
(a) Reservations
(b) Greet and seat
The Policy and Procedures need to contain the following:
Policy – A policy is a statement of intent, and is implemented as a procedure. It is a clear

simple statement of how Fine Foods intends to conduct its business
Procedures - Describe the procedures the team will follow to implement the policy and handle
each of the situations.
2. List the training or coaching you may need to provide to staff to implement the policies and
procedures and how you will conduct it.
3. Describe how you will communicate with the staff on a regular basis to implement and review
the Fine Food quality customer service standards, policies and procedures eg meetings.
4. What reports and records will you need to keep to monitor and track customer service
performance?
5. As a manager, how will you manage the overall organisational systems to ensure that the
Fine Foods customer service standards are met? Describe how you will communicate with other
managers, review plans and procedures etc to ensure ongoing customer service standards.
Assessment Criteria for Part C:

 Develop and review plans, policies and procedures for delivering and monitoring quality
customer service, and
 Develop strategies to manage organisational systems that ensure products and services
are delivered and maintained to standards agreed by the organisation
PART D: Assisting Teams to Meet Customer Service Requirements (Role

Play)
Employee role brief – Work colleague, Chris

You are feeling a lot of pressure at work:
 You are an experienced table waiter. You take a pride in your work and are gratified that
the feedback on the table service is favourable.
 Similarly, you have plenty of experience working on the bar, feel that you do a good job
and are happy with the customer feedback.
 You also assist with the reservations and greet and seat processes and you are keenly
aware that there are problems with both.
 You would much prefer to have nothing to do with either reservations or greet and seat
but sadly, this is not possible. You understand that it is part of the job but you feel quite
negative and even defeated by both of these processes.
 You have significant holes in your knowledge with regard to both reservations and greet
and seat processes
 You believe that logistics are not your strength and you query why you cannot be left
alone to do what you are good at.
 You firmly believe that old dogs should not have to learn new tricks.
 The KPIs for reservation and greet and seat, unlike those for table and bar, don’t make
sense to you.
 You feel that you have been thrown into reservations and greet and seat without
sufficient training.
 Your approach to the conversation is initially somewhat negative.
 You don’t like being preached at and dislike management jargon intensely.
 You will soften to the degree that the student demonstrates an understanding of your
problems and speaks to you like an adult in language you can understand.
 At the beginning of the conversation, you are feeling a range of emotions:
 Anger: at the lack of specific training to fill competency gaps that would enable you to
achieve some targets; at the lack of flexibility; at the lack of personal growth
opportunities:
 Fear: of losing your job
 Shame and inadequacy: of underperforming in eyes of managers and peers
 Confusion: due to unclear expectations.
Student Instructions:
Using the scenario and relevant parts of the Customer Service Plan you developed in Part A,
you are required to participate in a role play.
Objective:
The objective of the role play is to demonstrate that you have the ability to:
 assist teams and work colleagues to meet customer service requirements
 develop and use human and physical resources to support quality customer service
delivery.
 develop and manage organisational systems for quality customer
 review plans, policies and procedures for delivering and monitoring quality customer
service
 solve complex customer complaints and system problems that lead to poor customer
service
 Manage records, reports and recommendations.
The cast:
Manager – you
Team member/work colleague, Chris - Your assessor will play the part of Chris who you are
assisting
Resources:
You need:
 Access to business technology
 Customer Service Plan completed in Assessment 2
Time:
 You have 45-60 minutes preparation time. Read the situation information below
and note the activities you are required to do in the section ‘Participate in role play’
and work out your approach. You may wish to make some notes for yourself
 You have 30 minutes for the role play
The situation:
You, the manager, have been given the responsibility to ensure that staff in all restaurants know
and understand:
 The need for implementing new policies and procedures
 How to implement the new policies and procedures
 Goals and objectives including KPIs and how they will be monitored.
Participate in role play:

1. Engage with team member, Chris (assessor) and explain
 The need for the new policies and procedures e.g. was to solve system problems
that lead to poor customer service and complaints
 How to implement the new policies and procedures in their restaurant to manage
organisational systems to provide good quality customer service
 The goals and objectives of the new approach, including KPIs and how they will be
monitored to assist teams and work colleagues to meet customer service
requirements
Interact with Chris by using appropriate communication skills, including questioning techniques
and active listening to obtain feedback on the changes and view on possible
problems/resourcing requirements. Seek to confirm his/her understanding of and commitment to
the changes.
2. When you have finished the role play, write up a brief record of the interview with Chris.
Describe:
 The outcomes of the meeting
 Any recommendations for improvements to the organisation policies and procedures
or other organisational systems as a result of the interview.
Assessment criteria for Role Play:

Your assessor will document this activity and will use the Observation Checklist (below) to
assess you. You must demonstrate that you can:
 Help colleagues overcome difficulties in meeting customer service standards
 Clearly articulate systems and standards in a team environment using language suitable
to diverse audiences
 Use listening and questioning techniques to obtain feedback and confirm understanding
 Identify and use appropriate conventions and protocols when communicating with
colleagues and customers
 Collaborate with others, taking into account their strengths and experience, to achieve
desired outcomes.
 Provide support in field of expertise to team.
 Manage records, reports and recommendations.
Observation Checklist
Student Name:
Trainer/Assessor Name:
Date of Assessment:
Unit of Competency: BSBCUS501 Manage quality customer service
Location of observation:
During the simulated workplace scenario, did student satisfactorily: Yes No
a. Clearly articulate
• The need for implementing new policies and procedures
• How to implement the new policies and procedures
• The goals and objectives including KPIs and how they will be
monitored
b. Interact by
• Using appropriate questioning techniques
• Using active listening skills
• Obtaining feedback and confirming understanding
c. Use appropriate conventions and protocols
d. Collaborated to achieve desired outcomes

Students overall  Satisfactory  Not Satisfactory
performance is:
Trainer/Assessor Date:
Signature:
Student Signature: Date:
PART E: Monitoring and Reviewing Customer Service
Scenario:
You have now implemented the Customer Service Plan and new policies and procedures and
have reviewed progress to meeting the goals and standards.
You have found the following:
Acquisition and use of resources

 You have employed a person to handle reservations and meet and seat customers in
each restaurant. This has cost the company another wage for each site.
 Customer feedback indicates satisfaction with how they are seated
 Wait time has been reduced.
Team progress
 The team overall has improved, particularly due to the new staff member helping with
reservations and meeting and seating.
 Some staff are still not prioritising tasks so customers are left waiting before orders
are taken when the restaurants are busy.
 Chris still has not improved in his customer service skills and there has not been time
to provide the training that was planned
Assistance provided to the team in achievement of targets

 Planned one-to-one interviews with staff have not all taken place due to lack of time.
 The business has improved with more return business, so you need to find another
way of provide support and assistance to staff.
 Staff are trying hard to meet customer service standards and you realise that you
need some form of recognition or reward systems for staff in relation to customer
service.
Customer feedback
 A limited survey was carried out.
Responses showed that:
77% Will return
14% Might return
9% Will not return
This is an improvement on the previous survey, but there is still room for improvement
 Customer comments overall indicate satisfaction with wait times for phones and
reservations and for being seated.
 Customer satisfaction overall with friendliness of staff, ambience and food is high
Tasks:
1. Review the findings in each area above and for each one, identify any further changes that
may be needed in the Customer Service Plan, policies and procedures and organisational
systems.
You can write these up in the form of a table as below:

Area Improvements
Acquisition and use of resources
Team progress
Assistance provided to the team in

achievement of targets
Customer feedback
2. Meet with your management team to discuss the outcomes of the review and your proposed
recommendations for change to address the customer service problems indicated by the review.
For this you are to get into groups of 3 – 4 with your classmates who will act as the
management team. Discuss your planned improvements and seek feedback. You will then take
it in turns to provide feedback on other manager’s planned improvements.
As a group, decide on which improvements need to be made to address any customer service
problems remaining. Your trainer will allow you time to hold this meeting.
3. Write up a report of the meeting in the form of brief minutes.
4. Modify your Customer Service Plan in accordance with the recommendations.
Assessment Criteria
Your Assessor will want to see that you can:
 Ensure plans achieve the quality, time and cost specifications agreed with customers
 Deliver products and services to customer specifications within the organisation’s
business plan
 Monitor team performance to consistently meet the organisation’s quality and delivery
standards
 Develop and use strategies to monitor progress in achieving product and/or service
targets and standards
 Develop and use strategies to obtain customer feedback to improve the provision of
products and services
 Develop, procure and use resources effectively to provide quality products and services
to customers
 Deliver products and services to customer specifications within organisation’s business
plan
 Develop, procure and use resources effectively to provide quality products and services
to customers

BSBCUS501 Manage Quality Customer Service Assessment

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BSBCUS501

Manage quality customer service

Student Assessment Task

Assessment Task Overview

1. Written questions You must correctly answer all 12 questions.

2. Case Studies This assessment consists of three scenarios, each followed

3. Project This consists of five parts:

Assessment Task Cover Sheet

Assessment task information

 information on the resources to be used

 resubmission opportunities if required.

Assessment task instructions

Naming electronic documents

STUDENT ASSESSMENT AGREEMENT

Do you understand your rights to reassessment?  Yes  No

ASSESSMENT TASK COVER SHEET

Assessment S NS DNS Resubmission Y N

Student result response

ASSESSMENT TASK 1: WRITTEN QUESTIONS

 Computer with Microsoft Office and internet access.

Written answer question guidance

Assessment Task 1 Instructions as provided to students

2. Zoom IT Co. has a policy of welcoming and recording customer complaints.

also considered as one of the major benefit to an organization welcoming

Customer Service Standards

a) Describe an effective approach for monitoring the standards and measures of

7. Organisations typically retain a variety of information about their customers/clients.

a. What customer information is held and where is it stored? (approx. 60 words)

ASSESSMENT 2: CASE STUDIES

2. What did the customer really want?

2. What impact would the staff’s behaviour have had

On the positive side customers really loved:

On the negative side customers were unhappy about:

To complete this assessment activity, you need:

PART A: Researching customer service requirements

 Reason for using your product or service

PART B: Planning customer service

Responses showed that:

Tangibles  Clean, safe environment  Attractive surroundings

Empathy  Understanding of special  Great customer

Customer Satisfaction rate KPI 98%

Return business 80%

2. Identify customer needs in relation to:

3. Identify and specify resources that are required to:

You must address each of the targets.

Assessment Criteria for the Customer Service Plan:

PART C: Developing Organisational Systems for Quality Customer Service

(b) Greet and seat

The Policy and Procedures need to contain the following:

Policy – A policy is a statement of intent, and is implemented as a procedure. It is a clear

Assessment Criteria for Part C:

PART D: Assisting Teams to Meet Customer Service Requirements (Role

Employee role brief – Work colleague, Chris

Participate in role play:

Assessment criteria for Role Play:

Unit of Competency: BSBCUS501 Manage quality customer service

d. Collaborated to achieve desired outcomes

Student Signature: Date:

PART E: Monitoring and Reviewing Customer Service

You have found the following:

Acquisition and use of resources

Assistance provided to the team in achievement of targets

You can write these up in the form of a table as below: