Student Assessment Tasks: AISL Pty LTD T/A Rosehill College RTO No: 41257 - CRICOS Code: 03622A

AISL Pty Ltd T/A Rosehill College
RTO No: 41257 | CRICOS Code: 03622A
Student Assessment Tasks
BSBCUS401 Coordinate implementation of customer

service strategies
BSBCUS401 Coordinate implementation of customer service strategies Student Assessment Tasks
Table of Contents
Table of Contents 2
Assessment Information 3
Assessment Instructions 5
Student Assessment Agreement 6
Assessment Task 1 Cover Sheet 7
Assessment Task 1: Written Questions 8
Assessment Task 1 Instructions 10
Assessment Task 1 Checklist 11
Assessment Task 2: Customer Questionnaire 13
Assessment Task 3: Staff information project 18
Assessment Task 4: Customer service strategies 23
Rosehill College RTO No: 41257 | CRICOS Code: 03622A

Page 2
Assessment Information
The assessment tasks for BSBCUS401 Coordinate implementation of customer service strategies are
included in this Student Assessment Tasks booklet and outlined in the assessment plan below.
To be assessed as competent for this unit, you must complete all of the assessment tasks satisfactorily.
Assessment Plan
Assessment Task Overview
1. Written questions You must correctly answer all questions.
2. Customer Questionnaire You must create a customer satisfaction questionnaire and write a
report on the results of a customer satisfaction survey.
3. Staff information project You must develop a flow chart and a PowerPoint presentation.
You must then present these to colleagues in a roleplay meeting.
4. Customer service strategies You must develop a customer service report, which will give
suggestions as to how customer service can be monitored and
maintained in the future.
Assessment Preparation
Please read through this assessment thoroughly before beginning any tasks. Ask your assessor for
clarification if you have any questions at all.
When you have read and understood this unit’s assessment tasks, print out the Student Assessment
Agreement. Fill it out, sign it, and hand it to your assessor, who will countersign it and then keep it on file.
Keep a copy of all of your work, as the work submitted to your assessor will not be returned to you.
Assessment appeals
If you do not agree with an assessment decision, you can make an assessment appeal as per your RTO’s
assessment appeals process.
You have the right to appeal the outcome of assessment decisions if they feel they have been dealt with
unfairly or have other appropriate grounds for an appeal.

Page 3
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:
 Course identification code
 Assessment Task number
 Document title (if appropriate)
 Student name
 Date it was created
For example, BSBCUS401 AT3 Flow Chart Joan Smith 20/10/18
Additional Resources
You will be provided with the following resources before you begin Assessment Task 3.
 Complaint Handling Policy and Procedures

 Customer Service Policy and Procedures
 Customer Complaint Form

Page 4
Assessment Instructions
Each assessment task in this booklet consists of the following:
Assessment Task Cover Sheet

This must be filled out, signed and submitted together with your assessment responses.
If you are submitting hardcopy, the Cover Sheet should be the first page of each task’s submission.
If you are submitting electronically, print out the cover sheet, fill it out and sign it, then scan this and submit
the file.
The Assessment Task Cover Sheet will be returned to you with the outcome of the assessment, which will
be satisfactory (S) or unsatisfactory (U). If your work has been assessed as being not satisfactory, your
assessor will include written feedback in the Assessment Task Cover Sheet giving reasons why. Your
assessor will also discuss this verbally with you and provide advice on re-assessment opportunities as per
your RTO’s re-assessment policy.
Depending on the task, this may include

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

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

These give questions to answer or tasks which are to be completed.
Your answers need to be typed up using software as indicated in the Assessment Task Instructions.
Copy and paste each task’s instructions into a new document and use this as the basis for your assessment
task submission. Include this document’s header and footer.
If you are submitting electronically, give the document a file name that includes the unit identification
number, the task number, your name and the date.
Checklist
This will be used by your assessor to mark your assessment. Read through this as part of your preparation
before beginning the assessment task. It will give you a good idea of what your assessor will be looking for
when marking your responses.

Page 5
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 re-assessment?  Yes  No

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

Page 6
Assessment Task 1 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 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 outcome S NS DNS Resubmission Y N
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.

Page 7
Assessment Task 1: Written Questions
Task summary
This is an open book test, to be completed in the classroom.
A time limit of 1 hour to answer the questions is provided.
You need to answer all of the written questions correctly.
Your answers must be word processed and sent to the assessor as an email attachment.
Required
 Access to textbooks/other learning materials
 Computer and Microsoft Office
 Access to the internet
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.
Re-submission opportunities
You will be provided feedback on their performance by the Assessor. The feedback will indicate if you have
satisfactorily addressed the requirements of each part of this task.
If any parts of the task are not satisfactorily completed, the assessor will explain why, and provide you
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
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.

Page 8
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 in detail, and identify
important points and key features. Generally, you are expected to write a response one or two paragraphs
long.
Compare – when a question asks you to compare something, you will need to show how two or more things
are similar, ensuring that you also indicate the relevance of the consequences. Generally, you are expected
to write a response one or two paragraphs long.
Contrast – when a question asks you to contrast something, you will need to show how two or more things
are different, ensuring you indicate the relevance or the consequences. Generally, you are expected to write
a response one or two paragraphs long.
Discuss – when a question asks you to discuss something, you are required to point out important issues or
features and express some form of critical judgement. Generally, you are expected to write a response one
or two paragraphs long.
Describe – when a question asks you to describe something, you should state the most noticeable qualities
or features. Generally, you are expected to write a response two or three sentences long.
Evaluate – when a question asks you to evaluate something, you should do so putting 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.

Page 9
Assessment Task 1 Instructions
Provide answers to all of the questions below:
1. Outline four principles of customer service.
2. Explain why it is important to collect information from customers.
3. Explain how each of the following can be used to identify customer needs and review customer
satisfaction.
a. Letters of complaint
b. Warranty or insurance claims
c. Focus groups
d. Formal market surveys
e. Australian Bureau of Statistics reports
f. Staff surveys
g. Contacting the customers
h. Test marketing new products
4. Explain two possible organisational structures for ensuring effective customer service within
both a small and large business.
5. Explain at least two benefits of an effective complaint handling system for businesses and
consumers.
6. Explain the standard steps for dealing with a customer complaint.
7. Explain the importance of recording and monitoring complaints.
8. Describe customer service standards and their importance
9. Explain the importance of measuring service standards.

Page 10
10. Describe four tools that can be used to measure service quality.
Assessment Task 1 Checklist
Student’s name:
Completed
Did the student provide a sufficient and
successfully Comments
clear answer that addresses the
suggested answer for the following? Yes No
Question 1
Question 2
Question 3
Question 4
Question 5
Question 6. a
Question 6. b
Question 6. c
Question 6. d
Question 6. e
Question 6. f
Question 6. g
Question 6. h
Question 7
Question 8
Question 9
Question 10
Task Outcome: Satisfactory  Not Satisfactory 

Assessor signature
Assessor name
Date

Page 11

Student Declaration
 I understand that if I am found to have plagiarised, cheated or colluded, action will be taken against me
Student name
Student ID number
Student signature
Date
Assessor name
Assessor signature
Date
Feedback

Student signature
Date

Page 12
Assessment Task 2: Customer Questionnaire
Task summary
This assessment task requires you to create a customer satisfaction questionnaire to find out about
customer needs. You will then write a report on the results of a customer satisfaction survey.
This assessment is to be completed in the simulated work environment in the RTO.
Required
 Computer with Microsoft Office and internet access
Timing
Your assessor will advise you of the due date of these submissions.
Submit
 Email with customer questionnaire attached
 Email with customer feedback report attached
Assessment criteria
For your performance to be deemed satisfactory in this assessment task, you must satisfactorily address all
of the assessment criteria. If part of this task is not satisfactorily completed, you will be asked to complete
further assessment to demonstrate competence.
the assessment.

Page 13
Carefully read the following:
Smith Sisters’ Sheets (SSS) is a retail store that specialises in quality bedding and accessories. It was
started ten years ago and has been successful enough to now have six retail stores and a popular website.
In the last six months, however, there has been a downturn in sales from the retail stores as well as online.
You have been recently employed as the Customer Service Officer at Smith Sisters’ Sheets and have been
given the task of finding out what has caused the reduction in sales and take steps to remedy it.
Online shoppers will be asked to fill out a standard Survey Monkey customer satisfaction questionnaire, with
a $10 gift voucher for every survey that is responded to (with a limit of one per customer).
Anecdotally, many of Smith Sisters’ Sheets’ customers do not use the internet regularly and will need to be
contacted individually. To this end, you have been asked to devise a short questionnaire for people who
have purchased from the Smith Sisters’ Sheets shops. The questions will be asked in telephone interviews,
and every customer who completes the questionnaire will get a ten-dollar gift voucher.
Complete the following activities:
1. Develop a customer questionnaire.

Create a new Word document for this activity, and name it accordingly.
The questionnaire should fit on one side of an A4 page.
Develop eight questions that measure customer satisfaction and can be answered on a sliding
scale from 1 (which is don’t agree at all) to 10 (which is totally agree).
Try to develop questions that encompass as many aspects of the customer’s experience as
possible.
Use language that is polite and friendly.
There should be a space under the questions for responders to give written feedback.
11. Send an email to your Manager (your assessor).

The text of the email should be in grammatically correct English, written in an appropriate (polite,
business-like) style.
It should introduce and summarise the contents of the attachment.
Attach your customer satisfaction questionnaire to the email.

Page 14
12. Report on customer feedback

In response to receiving your customer satisfaction questionnaire, your assessor will send you
the Customer Feedback.
Write a short (about one page long) report on the customer feedback.
The report should include:

 A summary of the results of the telephone survey
 Your diagnosis of any problems
 Suggestions as to how these problems could be overcome within the organisation
 Key performance indicators that could be used to measure changes.
Name this document Customer Feedback Report.
13. Write an email to your Manager (your assessor).

It should introduce and summarise the contents of the attachment.
The email text should promote the customer service strategies that you have identified in your
report to your manager and ask for their permission to move forward with them.
Attach your customer feedback report to this email.

Page 15
Student’s name:
Completed
Did the student: successfully Comments
Yes No
Develop a customer questionnaire that is
designed to clarify and accurately assess
customer satisfaction?
In their customer feedback report, review
customer satisfaction as reported in Customer
Feedback data?
In their customer feedback report, diagnose
problems matching service delivery to customers?
In their customer feedback report, develop options
for improved service within organisational
requirements?
In their customer feedback report, provide
relevant and constructive advice to promote the
improvement of customer service delivery?
In their customer feedback report and in their
second email, ensure that their customer service
strategies are clearly promoted to their manager?
Ensure that the decision to go ahead with their
strategies is taken in consultation with their
manager?

Assessor signature
Assessor name
Date

Page 16

Student Declaration
Student name
Student ID number
Student signature
Date
Assessor name
Assessor signature
Date
Feedback

Student signature
Date

Page 17
Assessment Task 3: Staff information project
Task summary
In this assessment task you will need to develop a flow chart and a PowerPoint presentation. You will then
deliver the presentation to colleagues who will be roleplaying members of Smith Sisters’ Sheets staff.
Required
 Complaint Handling Policy and Procedures
 Customer Service Policy and Procedures
 Customer Complaint Form
Timing
Submit
 Email with flow chart and presentation attached.
Assessment criteria
the assessment.

Page 18
Smith Sisters’ Sheets’ Management has reviewed the questionnaire results and your customer feedback
report.
One point that they have decided on is that a drawer will be installed under every cash register that contains
a copy of the Complaint Handling Policy and Procedures and several Customer Complaint Forms.
They have agreed that staff education is the most direct way to address the complaint handling issue.
You have been given the task of giving a presentation to staff that will ensure that they are aware of their
responsibilities when a customer wishes to make a complaint.
1. Create a complaint handling flow chart.

Using the Complaint Handling Policy and Procedures as guidance, develop a single page flow
chart that explains visually how a customer complaint is handled once it has been made.
This flow chart will be displayed near the stores’ cash register.
Print out a copy of the flow chart to give to the staff members attending your presentation.
2. Create a PowerPoint presentation.

The presentation should inform the staff about the SSS complaints handling system.
It should take no longer than 15 minutes.
The presentation should include at least 8 slides. These slides should include graphics or tables
where appropriate.
The presentation should include:

 A summary of the Customer Service Policy and Procedures
 A summary of the Complaint Handling Policy and Procedures
 Your flow chart
 The Customer Complaint Form

Page 19
3. Send an email to the Manager (your assessor).

It should summarise the contents of the attachments and ask for their feedback.
The email text should also ask for the place, time, and date of your presentation.
Attach your flow chart and PowerPoint presentation to the email.
4. Give your presentation to staff.

Before giving the presentation, make sure that your Manager’s feedback on your presentation
and flow chart have been incorporated into both of these.
The presentation should take no longer than 15 minutes.
During the presentation, demonstrate effective interpersonal and communication skills including:
 Use of appropriate style (formal), tone (encouraging, respectful) and vocabulary
(professional, business language) for the meeting
 Active listening skills
 Asking questions and listening to responses to clarify understanding
 Responding to questions openly and honestly
 Non-verbal communication skills that encourage discussion and feedback, for
example, nodding, smiling, eye contact.
Before concluding the presentation, ask the attendees for feedback on the presentation, the flow
chart, and your presentation style.

Page 20
Student’s name:
Completed
Did the student: Yes No
Create a complaint handling flow chart designed to
help resolve difficulties that customers have had
with the staff’s handling of complaints?
Create a PowerPoint presentation designed to help
resolve difficulties that customers have had with the
staff’s handling of complaints?
Use PowerPoint to structure and present
information to staff on customer service needs?
Ensure that decisions on the flow chart and the
contents of the presentation are made in
consultation with their manager?
During the presentation, demonstrate effective
communication skills including:
 Speaking clearly and concisely
 Using non-verbal communication to assist with
understanding
 Asking questions to identify required
information
 Responding to questions as required
 Using active listening techniques to confirm
understanding

Assessor signature
Assessor name
Date

Page 21

Student Declaration
Student name
Student ID number
Student signature
Date
Assessor name
Assessor signature
Date
Feedback

Student signature
Date

Page 22
Assessment Task 4: Customer service strategies
Task summary
In this assessment task you will need to develop a customer service report for Smith Sisters’ Sheets’
Management. The report will give suggestions as to how customer service can be monitored and maintained
in the future.
Required
Timing
Submit
 Email with customer service report attached
Assessment criteria
the assessment.

Page 23
Smith Sisters’ Sheets’ Management was pleased with the customer service training that you gave, having
received positive feedback from both staff and customers. They and are looking at how this improved level
of customer service can be maintained for the company in the long term.
Management has allocated a budget of $20,000 per year for ongoing customer service training for 80 staff
members.
1. Research customer service training courses.

Use the internet to evaluate suitable courses for SSS staff.
The courses should be able to be carried out on company premises by external contractors, so
transport and meals are not to be included in the budget.
2. Write a customer service report.

Management has asked you to provide them with constructive advice on the future directions of
customer service training.
The report should be between one and two pages long.
It should include the following:

 Suggestions for ongoing staff customer service training. Your suggestions should
be in point form, with a brief description of each.
 Description of at least one appropriate external training session for each staff
member per year. This should include a budget to show that it can be achieved within the
allocated funds.
 Description of systems, records and reporting procedures that could be put in place
to monitor and compare changes in customer satisfaction. Make suggestions as to how the
evaluation of customer satisfaction, and of customer service training can be ensured in the
long term.
Save the document as Customer Service Report.

Page 24
3. Create a filing system

Assume that you have also been asked to create a system for the company for maintaining
records and reports relating to customer satisfaction. It should be logical and clear so as to
facilitate access to information.
Create a folder and relevant sub-folders to store all the documents that you have been provided
with and created for all assessment tasks.
Take a screen shot that shows all of the folders and files.
4. Send an email to your assessor.

It should introduce and summarise the contents of the attachment and seek their feedback and
approval to move forward with the project.
Attach your Customer Service Report and screen shot to the email.

Page 25
Student’s name:
Completed
Did the student: Yes No
In their customer service report, allocate the
available budget to fulfil the given objective of
providing an external training course for each
staff member?
In their customer service report, identify how
customer service standards can be improved
and maintained for staff members?
In their customer service report, make
recommendations and provide constructive
advice on future directions of client service
strategies?
Maintain systems, records and reporting

procedures to compare changes in customer
satisfaction over time?

Assessor signature
Assessor name
Date

Page 26

Student Assessment Tasks: AISL Pty LTD T/A Rosehill College RTO No: 41257 - CRICOS Code: 03622A

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AISL Pty Ltd T/A Rosehill College

RTO No: 41257 | CRICOS Code: 03622A

Student Assessment Tasks

BSBCUS401 Coordinate implementation of customer

Rosehill College RTO No: 41257 | CRICOS Code: 03622A

Rosehill College RTO No: 41257 | CRICOS Code: 03622A

Naming electronic documents

 Complaint Handling Policy and Procedures

Rosehill College RTO No: 41257 | CRICOS Code: 03622A

Each assessment task in this booklet consists of the following:

Assessment Task Cover Sheet

Depending on the task, this may include

Assessment Task Information

Assessment Task Instructions

Rosehill College RTO No: 41257 | CRICOS Code: 03622A

Student Assessment Agreement

Do you understand your rights to re-assessment?  Yes  No

Rosehill College RTO No: 41257 | CRICOS Code: 03622A

Assessment Task 1 Cover Sheet

Assessment outcome S NS DNS Resubmission Y N

Student result response

Rosehill College RTO No: 41257 | CRICOS Code: 03622A

Assessment Task 1: Written Questions

Rosehill College RTO No: 41257 | CRICOS Code: 03622A

Written answer question guidance

Rosehill College RTO No: 41257 | CRICOS Code: 03622A

Assessment Task 1 Instructions

Provide answers to all of the questions below:

1. Outline four principles of customer service.

2. Explain why it is important to collect information from customers.

6. Explain the standard steps for dealing with a customer complaint.

7. Explain the importance of recording and monitoring complaints.

8. Describe customer service standards and their importance

9. Explain the importance of measuring service standards.

Rosehill College RTO No: 41257 | CRICOS Code: 03622A

Assessment Task 1 Checklist

Task Outcome: Satisfactory  Not Satisfactory 

Rosehill College RTO No: 41257 | CRICOS Code: 03622A

Assessment Task 2 Cover Sheet

Assessment outcome S NS DNS Resubmission Y N

Student result response

Rosehill College RTO No: 41257 | CRICOS Code: 03622A

Assessment Task 2: Customer Questionnaire

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

Rosehill College RTO No: 41257 | CRICOS Code: 03622A

Assessment Task 2 Instructions

Carefully read the following:

Complete the following activities:

1. Develop a customer questionnaire.

11. Send an email to your Manager (your assessor).

Attach your customer satisfaction questionnaire to the email.

Rosehill College RTO No: 41257 | CRICOS Code: 03622A

12. Report on customer feedback

The report should include:

Name this document Customer Feedback Report.

13. Write an email to your Manager (your assessor).

Attach your customer feedback report to this email.

Rosehill College RTO No: 41257 | CRICOS Code: 03622A

Assessment Task 2 Checklist

Task Outcome: Satisfactory  Not Satisfactory 

Rosehill College RTO No: 41257 | CRICOS Code: 03622A

Assessment Task 3 Cover Sheet

Assessment outcome S NS DNS Resubmission Y N