Assessment

Task 1
Manage organisational
customer service
BSBOPS505
Student Declaration
To be filled out and submitted with assessment responses
◻ I declare that this task and any attached document related to the 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.
◻ I have read and understood the assessment requirements for this unit
◻ I understand the rights to re-assessment
◻ I understand the right to appeal the decisions made in the assessment

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 Table of Content

Task 1 – Knowledge Questionnaire.................................................................................5

Question 1........................................................................................................................................6
Question 2........................................................................................................................................7
Question 3........................................................................................................................................7
Question 4........................................................................................................................................8
Question 5........................................................................................................................................8
Question 6......................................................................................................................................10
Appendix 1 –Useful Links...............................................................................................10
Legislations and Regulations........................................................................................................10

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Task 1 – Knowledge Questionnaire

Task summary and instructions

What is this This assessment is a written questionnaire with a mix of objective and
assessment task subjective questions.
about?
The questionnaire is designed to meet the knowledge required to
meet the unit requirements safely and effectively.

The questions focus on the knowledge evidence required for this unit
of competency:

 legislative and regulatory frameworks governing customer service

 elements of effective customer service including quality, time and
cost
 organisational policies and procedures for customer service and
handling customer complaints
 relevant service standards and best practice models
 key principles of public relations and product promotion
 common techniques for solving complaints
 principles and techniques involved in managing:
o customer behaviour
o specific customer needs
o customer research
o customer relations
o ongoing product and service quality
o problem identification and resolution
o quality customer service delivery
o record keeping and management methods
 strategies for monitoring, managing and introducing ways to
improve customer service relationships
 strategies to obtain customer feedback.

Your assessor will be looking for demonstrated evidence of your

What do I need to do
to complete this task
satisfactorily?
ability to answer the questions satisfactorily, follow instructions,
conduct online research and review real or simulated business
documentation as instructed.
 submit your answers to the questions within the set timeframe,
 answer all questions as instructed,
 answer all questions using your own words and reference any
sources appropriately,
 all questions must be answered satisfactorily.

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 Task summary and instructions

It is advisable to:

 review the questions carefully,

 answer the questions using online research and the learning
material provided for the unit and by reviewing real or simulated
relevant business documentation (such as policies and
procedures),
 further research the topics addressed in each question.

Specifications You must submit to GOALS the

 assessment coversheet,
 answers to all questions,
 references.

Resources and • computer with Internet access,

equipment • access to Microsoft Office suites or similar software,
• learning material.
Re-submission You will be provided feedback on your performance by the Assessor.
opportunities 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. 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 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 task.

Answer all the questions below:

Question 1

Outline four (4) legislation and regulations that are relevant to customer service.

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 Legislation and regulations
Fair Trading
Anti-Discrimination
Risk and hazard Management
Trade Practices
Outline
(40-80 words each)
To make sure that there are no unfair means of practices that
takes place when the customer gets to face whenever this
whole thing is happening.
Make sure that there is not much discrimination in any part of
the situation and that the practices are equally distributed
within the same.
The risks that usually happen in any customer services, are
unique and can occur at all time. Therefore, we need to make
sure that it would be the same.
The costumers are to be aware regarding each of their needs
to be aware about the practices which are being carried out.
And accordingly, we make sure it is informed.

Question 2

Discuss the following elements of effective customer service:

 Quality
 Time
 Cost

(100-150 words)

Customer cost, Quality, and time are three components that add value to the product/services at
Swaggies. Value of products/services associated with the process, system or service and relies on
the organization’s capability to meet the cost, time and quality provisions of the customer.

Quality: Swaggies customers expect to receive high-quality goods or service, therefore Quality of
Products at Swaggies always mention characteristics of product, its ability to satisfy the purpose for
which it was made. They always receive correct and clear descriptions and assembly instructions
with the product.

Cost: Swaggies customers expect to receive the cost of the product/services parallel to its quality
therefore, cost of the Swaggies products/services always correspond with its quality. They fulfill the
customer expectation of realistic and competitive prices, correct pricing information in comparison
with market.

Time: Swaggies customers expect the products/services delivered on time, therefore Customers
receive the Swaggies products/services on time with additional services like a reminder that their
product has been dispatched for delivery. Also confirmation of delivery once it is delivered.

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Question 3
Read the terms & conditions & policies of JB HI FI which provides a good overview of
their customer service processes: https://support.jbhifi.com.au/hc/en-au , click on Terms and
Policies.
Address the following:
Question
A Summarise 3 organisational policy and
procedures for customer service. (30-50
words/each)
B Describe how a customer can place a
complaint with JB HI FI? (30-50 words)
C Describe the JB HI FI handles
complaints related to privacy. (50-100
words)
Direct link to privacy policy:
https://solutions.jbhifi.com.au/privacy-
policy/
D List 5 legislation and regulations that
are relevant to customer service in the
organisation.
BSBOPS505 - Manage organisational customer service V3 2021
RTO Provider: 91153 - CRICOS Code: 02672K
Answer
Risk Management is something that is
exquisitely checked upon with for helping the
customers.
Quality is yet another factor that is important
to be checked upon by companies for
customer service, for better support.
Trade Practices in which the customers get to
know about the ways in which the trade is
going about with, and happens accordingly
Initial complaints should be directed to JB Hi-
Fi directly. You can find contact details for JB
Hi-Fi. Comments are moderated so may not
appear immediately. Please do not post any
personal information relating to yourself, or
employees of JB Hi-Fi as these comments will
not be approved.
After receiving a complaint, they will consider
whether they need any further information
from you to properly consider and investigate
the complaint, and may request such
information from you. they will then: conduct
internal discussions with the relevant business
units involved in the collection, holding, use or
disclosure of your personal information which
is the subject of your complaint, and evaluate
whether they believe that such collection,
holding, use or disclosure of your personal
information was in breach of the Australian
Privacy Principles; and notify you of the
results of their investigation of your
complaint.
Risk Management
Trading Practices
Fair Trading
Customer Wellness
Anti-Discrimination
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Question 4
Good customer service is part of a company’s success.
Address the following:
Question
A Identify and list:
o 3 service standards relevant to
customer service
o 2 best practice models for
customer service
o Explain why service standards
and best practice models are
important in customer service.
B Outline 3 public relations methods.
(30-50 words each)
C Outline 3 product promotions
methods. (30-50 words each)
D Outline 2 techniques for dealing with
customers. One technique must
include techniques to deal with
customers with specific needs. (30-
50 words each)
BSBOPS505 - Manage organisational customer service V3 2021
RTO Provider: 91153 - CRICOS Code: 02672K
Answer
Service Standards:
Connect customer data for a single view
Boost investment in agent success
Ensure your filed service is fully connected
Best Practice Model:
Empower employees
Manage Customer expectations
Importance in customer service (40-80
words)
Customer service is the support you offer your
customers — both before and after they buy and
use your products or services — that helps them
have an easy and enjoyable experience with
you. Offering amazing customer service is
important if you want to retain customers and
grow your business.
Social Media. The recent boom in the industry
has gained wide popularity among people of all
ages and places.
Advertisements. This can be found everywhere.
Having us to locate at the fact that we get to
organize our stuff
Newspapers. This has been there ever-since we
were born. All sorts of advertising and
awareness started from here.
Brochures. These make the customers aware
about the product or service
Promotions. This helps in boosting the market
and help getting the product a better reach
Sponsors. This is by far the most difficult,
although, we need to consider that fact that this
helps very much.
Feedback. Using this technique, we completely
understand what our audience wants and how
we can help them accordingly.
Perks. Once we provide extras with the products,
it helps the customers choose the product over
the competition
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Question 5

Outline the following principles and techniques used when solving complaints. (30-50
words each).

Question Answer (30-50 words/answer)

A o Why is it If we understand what the customer wants, we not only get ideas
important to to develop our product accordingly, but also improve personal
identify and performance.
understand  Complex buying behavior.
customer  Dissonance-reducing buying behavior.
behaviours?  Habitual buying behavior.
o List 3 customer
behaviours.
B How do you conduct Survey or Feedback forms help in achieving information about
customer needs customers.
research?
C How can you Managing good customer relations come up with analysing
manage good information of the results gained and using those analytics to
customer relations? perform accrding to the needs od the customers.
D How can you keep We can keep an ongoing product or service quality by making sure
ongoing product that the product changes according to the trend.
and/or service
quality?
E Outline a process for A problem identification should happen immediately when
problem something goes wrong iin any process. As soon as we understand
identification and the problem, make sure to find resolutions which reverse the same.
resolution.
F How would you Qualtiy customer delivery is mainly dependant on time, quality and
describe quality performance of the delivery.
customer service
delivery?
G Outline one record Record keeping is very important to make sure that there are
keeping and databases which keep record of your data and to maintain it helps
management you to make sure your company is running smooth.
method.
H What are 2 Customer Helpline is a strategy that helps the customers
strategies for understand what helps them to get to what they want.
monitoring, Database management is another strategy which helps to get a
managing and better idea for everything needed.
introducing ways to
improve customer
service
relationships?
Briefly describe

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 Question
them.
I Describe 2 strategies
to obtain customer
feedback.
L Briefly describe how
to effectively solve
customer
complaints.
Question 6
Outline how you would manage the following (include process and techniques you would
use in your answer).
Item
Managing customer behaviours
Managing specific customer
needs
Performing customer research
Managing customer relationships
Appendix 1 –Useful Links
Legislations and Regulations
BSBOPS505 - Manage organisational customer service V3 2021
RTO Provider: 91153 - CRICOS Code: 02672K
Answer (30-50 words/answer)
Physcially giving them a feedback form where they would fill up the
necessary, or havinf online survey’s according to you using some
platforms.
Whenever a customer comes with a complaint, make sure to listen
to it and understand how they are working in that way.
Outline
(50-100 words/item)
Identify Customer Expectations. Interview customers and
understand, from their perspective, what they are expecting
and what's driving it. ... Engage Prospects. ... Evaluate
Processes and Metrics. ... Mobilise Your Leaders. ... Look to the
Future Now.
To identify the needs of your customers, solicit feedback from
your customers at every step of your process. You can identify
customer needs in a number of ways, for example, by
conducting focus groups, listening to your customers or social
media, or doing keyword research.
Plan Your Questions. Before you start making appointments,
decide on what you want to know. ... Plan Who To Talk To. ...
Plan the Interview. ... Don't Be Afraid to Share Prototypes. ...
Don't Sell, Listen. ... Play Back to The Participant. ...
Summarize Your Findings.
Improve Communication with Your Customers. This is
absolutely crucial if you are providing a service for your
customers. ... Ask Regularly for Feedback. ... Always Address
Complaints and Negative Feedback. ... Reward Loyal
Customers. ... Keep in Touch with Your Customers.
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 Privacy Act : https://www.oaic.gov.au/privacy/the-privacy-act/

 Anti-Discrimination Acts :
https://www.humanrights.gov.au/sites/default/files/GPGB_quick_guide_to_discrimination_laws_0.
pdf

 WHS: https://www.safeworkaustralia.gov.au/

 Contract Law : https://www.acc.com/resource-library/australian-contract-law

 Advertising : (https://www.accc.gov.au/accc-book/printer-friendly/29527

 Australian Consumer Law and Marketing Communication:

http://www.marketingminds.com.au/regulation.html

 Warranties and Guaranties : http://www.marketingminds.com.au/regulation.html

 Anti-competitive behaviour: https://www.accc.gov.au/business/anti-competitive-behaviour

 Advertising codes and regulations:

https://www.communicationscouncil.org.au/public/content/ViewCategory.aspx?id=306

 Intellectual Property : https://www.ipaustralia.gov.au/about-us/legislation/ip-legislation

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