BSBCUS501 Manage quality customer service

Learner Instructions 1
(Develop customer service plan)

Submission details

Students Name

Student ID

Group

Assessor’s Name

Assessment Date/s

The Assessment Task is due on the date specified by your assessor. Any variations
to this arrangement must be approved in writing by your assessor.
Submit this document with any required evidence attached. See specifications below
for details.

Performance objective

The candidate will demonstrate the ability to plan to meet customer requirements
through the development of a customer service plan.

Assessment description

You will develop a customer service plan for the simulated business ‘Innovative
Widgets’. You will gather the background information on the simulated business from
your Student Workbook and any information about Innovative Widgets that you may
have created in the course of completing learning activities in the Student Workbook.

Procedure

1. Over the duration of the course, gather information on the Innovative Widgets
simulated business from course materials.
2. Based on the information you gather, produce a customer service plan for
Innovative Widgets. Develop the customer service plan using the template
provided in Appendix 1. Your customer service plan should include:
a. vision and mission statements that refer to Innovative Widgets’ provision
of customer service
b. a list of internal and external customer types and their needs

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c. product standards that include:

i. minimum safety iv. pricing

requirements
v. material
ii. dimensions
vi. delivery
iii. tolerances

d. policies and procedures for:

i. gathering customer information and conducting market research to
identify customer needs using the RATER model
ii. responding to customer complaints
iii. managing records and data.
3. Develop a short (no more than one page) reflection on your plan and how the
design of your plan will work to achieve quality customer service and legal
compliance and how your plan is consistent with best practice models and
voluntary standards and codes of practice. In your reflection, you also need to
summarise public relations and product promotion approaches that are
appropriate for Innovative Widgets.
4. Submit the required documents for assessment as per the specifications below.
Be sure to keep a copy for your records.

Specifications

You must provide:

● a customer service plan.

● a short (no more than one page) reflection on your development and design of
a customer service plan.

Your assessor will be looking for:

● reading skills to gather and interpret organisational (Innovative Widgets)
information
● writing skills to match your style of writing to the documents’ purpose and
audience
● work skills to apply Innovative Widgets’ organisational needs to document
production
● technology skills to prepare and present documents

● knowledge of legislation and regulation relevant to customer service

● knowledge of service standards and best practice models.

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Candidate: I declare that this work has been completed by me

honestly and with integrity and that I have been assessed in a
Signature: ___________________
fair and flexible manner. I understand that the Institute’s
Student Assessment, Reassessment and Repeating Units of
Competency Guidelines apply to these assessment tasks. Date: ____/_____/_____

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Appendix 1: Customer service plan template

Innovative Widgets Customer Service Charter

Welcome to Innovative Widgets!

Our vision and mission:
Create a vision and mission statement that includes reference to customer services

Who are our customers?

Our internal customers are: Our internal customers require:

List Innovative Widgets’ internal List these customers’ needs
customers

Our external customers are: Our external customers require:

List Innovative Widgets’ external List these customers’ needs
customers

We’ll give you what you need … and more!

We promise to deliver a widget that’s right for your needs:
List relevant product quality specifications

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We promise to support you:

List relevant customer service guarantees, e.g. related to time, cost and after-sales
support

We’ve support our people to support you!

Innovative Widgets’ policies and procedures that support customer service include:
List relevant policies and procedures

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Innovative Widgets
Customer support policy and procedure – collecting market research

Purpose Briefly explain the purpose of this policy

Scope Briefly explain which people or departments of Innovative Widgets

this policy applies to

Resources Note whether there are procedures associated with this policy

Relevant List any legislation relevant to the application of this policy

legislation etc.

Updated/ Write the year this policy was approved, and who approved it
authorised

Customer support process/es

Write any processes that support this policy. Write processes in steps where
possible, e.g. step 1: greet the customer; step 2: ask the customer what you can help
them with, etc.
1.
2.
3.
4.
…

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Innovative Widgets
Customer complaints policy and procedure

Purpose Briefly explain the purpose of this policy

Scope Briefly explain which people or departments of Innovative Widgets

this policy applies to

Resources Note whether there are procedures associated with this policy

Relevant List any legislation relevant to the application of this policy

legislation etc.

Updated/ Write the year this policy was approved, and who approved it
authorised

Customer complaints resolution process/es

Write any processes that support this policy. Write processes in steps where
possible, e.g. step 1: greet the customer; step 2 ask the customer what you can help
them with, etc.
1.
2.
3.
4.
…

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Innovative Widgets
Recordkeeping policy and procedure

Purpose Briefly explain the purpose of this policy

Scope Briefly explain which people or departments of Innovative Widgets

this policy applies to

Resources Note whether there are procedures associated with this policy

Relevant List any legislation relevant to the application of this policy

legislation etc.

Updated/ Write the year this policy was approved, and who approved it
authorised

Recordkeeping process/es
Write any processes that support this policy. Write processes in steps where
possible, e.g. step 1: greet the customer; step 2 ask the customer what you can help
them with, etc.
1.
2.
3.
4.
…

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