Work Effectivity With Others GMS1034

Student Assessment Tasks
BSBWOR203 Work effectively with others
STUDENT NAME: Mohammed Hasibur Rahman Anik
STUDENT ID: GMS1034

Assessment information
The assessment tasks for BSBWOR203 Work effectively with others are included in this Student
Assessment Tasks booklet and outlined in the assessment plan below.
BSBWOR203 Work effectively with others Student Assessment Tasks
• To be assessed as competent for this unit, you must complete all of the assessment tasks
satisfactorily.
Assessment plan
Assessment Task Overview
1. Workplace relationships and activities You are required to assist a new staff member
project to understand their roles and responsibilities,
and to explain the organisation’s customer
complaints policy and procedures.
2. Customer service training project You are required to identify opportunities for
your team of customer service staff to improve
your customer service skills.
3. Workplace problem project You are required to review case study

information about workplace conflict and
identify potential solutions.
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
RTO’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.
If you are submitting hardcopy, the Assessment Task Cover Sheet should be the first page of each
task’s submission.
If you are submitting electronically, print out the Assessment Task Cover Sheet, fill it out, sign it and
then scan and submit the file.
Gamma Education & Training Pty Ltd RTO Code 41477 CRICOS PROVIDER CODE 03580F v1.0 032020 Page 2
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 on the Assessment Task Cover Sheet
giving reasons why. Your assessor will also discuss this verbally with you and provide advice on
reassessment opportunities as per your RTO’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.
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.
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 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:
• Course identification code
• Assessment Task number
• Document title (if appropriate)
• Student name
• Date it was created
For example, BSBWHS204 AT3 Training Recommendations Joan Smith 20/10/19.
Icons
Icons are used in task instructions to indicate three of the common stages within the task.
This icon indicates that you will need to meet with your assessor (and possibly other
students) to complete a meeting or role play.
This icon indicates that you will need to communicate via email or send documents to
via email.
This icon indicates that the you will need to submit an item of evidence.
This icon indicates all other stages during the task, which may include research,
developing documents, brainstorming ideas and so on.
Additional resources
You will be provided with the following resources before you begin each assessment task.
Assessment Task 1:
• Customer Complaints Policy and Procedure
• Complaints Register
• Complaint Acknowledgement Letter
• Complaint Outcome Letter
• Position Description Assessment Task 2:
• Training Options Report Template Assessment Task 3:
• Case Study Response Template
Checklist
This will be used by your assessor to mark your assessment. Read through this checklist 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 or observing your performance.
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
  No 
Do you have any specific needs that should be considered
Yes
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   
assessment? Yes No
Student name Mohammed Hasibur Rahman Anik
Student ID number GMS1034
Student signature
Start date 25-11-20
Assessor name
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 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 Mohammed Hasibur Rahman Anik
Student ID number GMS1034
Student signature
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
Assessment
S NS DNS Resubmission Y N
outcome
Feedback (If required)
A copy of this page must be supplied to the office and kept in the student’s file with the evidence.
Assessment Task 1: Workplace relationships and

activities project
Task summary
You are required, in the role of Customer Service Officer, to assist a new staff member to
understand their roles and responsibilities, understand other staff’s roles and to explain the
organisation’s customer complaints policy and procedures.
This assessment is to be completed in the simulated work environment in the RTO.
Required
• Access to textbooks and other learning materials
• Computer with Microsoft Office and internet access
• Meeting space
• Role play participant (your assessor)
• Position Description
• Customer Complaints Policy and Procedures
• Complaints Register
• Complaint Acknowledgement Letter
• Complaint Outcome Letter
Timing
Your assessor will advise you of the due date of this assessment.
Submit
• Email giving the culture and language chosen for the new staff member
• Email reflecting on the feedback given following the meeting
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 for students

Provide answers to all of the questions below:
Carefully read the following scenario
You are the Customer Service Officer for IPSO Appliances. The company
manufactures and distributes a range of kitchen and laundry appliances. It
also has a commercial division supplying kitchen and laundry equipment to businesses.
Your main duties as the Customer Service Officer include responding to general
customer service enquiries and providing non-technical support. Customer Service
Officer roles and responsibilities are documented in Position Description. Your
Manager is the Customer Service Team Leader, and you work in a small team with
five other customer services officers.
Your team leader is very busy this week and has asked you to help a new staff
member (customer service officer) to understand their roles and responsibilities and
reporting requirements. The team leader has also asked you to explain IPSO
Appliance’s complaints policy and procedures and associated forms.
You are required to prepare for, and meet with, the new Customer Service Officer.
The meeting should last no more than 15 minutes, as you also have a busy work
schedule. The Customer Service Officer will be roleplayed by your assessor and will
ask you questions during the meeting.
1. Prepare for the meeting with the new Customer Service Officer.
Review the documents provided to you in the Appendix
•
Position Description
•
Customer Complaints Policy and Procedures
•
Complaints Register
•
Complaint Acknowledgement Letter
•
Complaint Outcome Letter
Make notes about the documents if necessary to guide your discussion with the
customer service officer.
Assume that the new customer service officer will be from a different cultural
background to you. Choose any culture for the new customer service officer and
research differences in communication styles between that culture and language
background, and your own.
Meeting Preparation.
In order to fully prepare for the meeting, I need to have some notes on some oif the things I will
highlight to the new customer service officer.
1. I will need to explain to them their job description as per the company rules.
An explanation on job description will major on roles, responsibilities and to whom they should
report.
A customer service officer has a role to respond to customers’ requests and enquires which may be
all about the types of products available, the product prices, and issues to do with trouble shooting,
warranty terms and receive any requests about trouble shooting.
A customer service officer has the following responsibilities;
• Responding to customer enquiries.

• Recording and taking actions on enquiries.
• Promoting the products of the company.
• Updating customers’ details.
• Referring customers to technical support if required.
• Responding to customer complaints as outlined in the company policy.
• Performing any other duties in line with the company’s policy.
• Operating within their stipulated level of authority
• Always work in consultation with the team leader if need be.
• Report to the operations manager if the team leader in not available.
2. I will need to have the company policy and procedures hand book at hand which I
will lead the customer to go through it.
The customer service officer will be taken through and assisted to understand about;
• The purpose of the given policy.

• How the company defines a complaint?
• How to record a complaint from a customer?
• The ways of informing customers of the progress of their complaints.
• Responding to the specific customers’ complaints.  Escalating of complaints.
3. The new staff will be shown a register where customer complaints are recorded.
They will further be shown on how to fill the register appropriately.
4. The new customer service officer will be presented with two letters.
• Complain acknowledgement letter which is normally written and delivered to customer
acknowledging that the company has received their compliant and that it will be
responded to. The new staff should be shown on how to politely write the letter and
present it to the customer without the customer feeling like they have not been treated
appropriately.
• Complaint outcome letter. This clearly explains to a customer that their complaint has
been attended to and the agreed resolutions to make sure that the mistake will not be
repeated. The new staff should be led to understand how to professionally write this
letter.
2. Send an email to your assessor.
The text of the email should be in grammatically correct English, written in

an appropriate (polite, business-like) style.
The email text should document the following:
•
The culture and language you have chosen for the new customer service officer
•
The communication styles that you will use to communicate with a person from
the selected culture and language
The email should ask for the place, date and time of your roleplay meeting.
From: Customer Service Officer ( Name)

To: The Manager (Assessor)
CC: Customer Service Team Leader (Name)
Subject: Communication Styles to be used for the new member of staff.
Attachments:
I hereby write to you to express my happiness on the new customer officer in the company. This is a
good indication that the company is devoted to develop customer service.
I however wish to acknowledge that the new staff is of Canadian origin, who lightly understands English
but fully understands the Canadian language. I therefore have come up with different communication
styles for the new staff to feel at home and be at ease to execute their roles and responsibilities.
The following communication styles need to be observed by all members of staff when communicating
with the new member.
The members should avoid use of jargons but just use plain language which the new member will be able
to understand.
If possible, a translator may be sought to assist the new member where they find difficulties. Provision
of English classes for new customer service officer.
Use visual methods of communication
Repeat the information where possible.
Above all we should all treat the new member with the respect they deserve.
This writing is also meant to let you know of a role play meeting scheduled with the new member of
staff. It is my request therefore for your authority on the same, and further clarification on the place,
date and time of the meeting.
I humbly request for your response,
Yours sincerely,
(Name)
Customer Service Officer.





3. Meet with the new staff member.
During the meeting you will be expected to:
•
Explain the roles and responsibilities of Customer Service Officers as
documented in the position description
•
Outline the reporting arrangements, ensuring that it is clear that you will be the
first person to report to
•
Explain the complaints policy and procedure including:
o Purpose of the policy
o Definition of complaints
o Forms to be used for complaints (show the
forms to the staff member)
o Responding to complaints
 Keeping customers informed
 o When complaints should be
escalated
You will be required to keep to the required timeline of 15 minutes, and you will be
assessed on your time management in this regard.
During the meeting, you are required to demonstrate effective interpersonal and
communication skills including:
•
Speaking clearly and concisely
•
Using effective non-verbal communication skills to encourage audience interest
•
Responding to questions
•
Asking questions to seek feedback
•
Use of active listening techniques to confirm and clarify understanding.
You will also need to demonstrate the communication strategies you researched
relevant to the culture.
Your assessor, in the role of the Customer Service Officer will ask you questions that
you will need to respond to.
Following the meeting, your assessor will provide you with some feedback on how
clearly you explained the information and your communication skills and talk to you
about possible actions you could take to address the feedback.
Meeting Script:
Me: Hello, how are you and I am happy that you chose to attend this meeting.
New Staff: Hello. Pleasure is all mine for the invite.
Me: forts I welcome you to IPSO Company. Feel at the right place. We love our staff
and we are grateful that you chose to work with us.
New staff: thank you so much for the warm welcome.
Me: the main purpose of this meeting is to explain to you about your roles and
responsibilities in IPSO. I hope that you have worked as customer service staff
before.
New Staff: Yes. I have worked as a customer service in different organizations for the
last six years now.
Me: Congratulations. In IPSO, it won’t be different from what you have done before,
only that you have to practice it in accordance with the company policies.
This therefore presents the list or roles and responsibilities of a customer service
officer according to the policy of IPOS.
Me (Reading from a list):
1. Responding to customer enquiries.

2. Recording and taking actions on enquiries.
3. Promoting the products of the company.
4. Updating customers’ details.
5. Referring customers to technical support if required.
6. Responding to customer complaints as outlined in the company policy.
7. Performing any other duties in line with the company’s policy.
8. Operating within their stipulated level of authority 9. Always work in consultation with the
team leader if need be.
10. Report to the operations manager if the team leader in not available
New Staff: Thank you for taking me through the responsibilities and roles that are
vested in me when I am working with IPOS.
Me: I will give you this handbook, which contains the company policy and which
you’ll always be able to refer if you need to. I will further explain briefly to you
concerning the policy. You will find that there is a policy purpose which is to provide
guidelines on some issues. There is what the company defines as complaint, how to
then record the complaint in this register (hands over the register of complains),
inform the customer that you received their complaint through this given letter.
(Hands over an example of letter of complaint acknowledgment). Follow up on any
customer complaint and report to the customer on the final decisions made about
the complaint through this letter (hands over an examples of complain outcome
letter). The complaints that are difficult to handle should be escalated to the next
level.
New staff: thank you so much for taking your time to explain all these to me.
Me: you can now ask any question as I am through.

New Staff: for now I have no question but in case of any question I will get back to
you. Thank you.
Me: always welcome. Have a good day.
The text of the email should be in grammatically correct English, written in

an appropriate (polite, business-like) style.
Reflect on the feedback provided to at the end of the meeting and consider how you
intend to action the feedback. Include these in the email.
The actions you indicate could be, for example: practice, or reading more about the
area where your assessor indicated you could improve.

To: The manager (Name)
CC: The customer service team leader ( Name)
Subject: Role Play Meeting Feedback
Attachments:
I hereby write to you to let you know that a successful meeting was held with the new customer service
staff.
The roles and responsibilities of a customer’s service staff were explained to the new member in details.
It was also explained to them about the company policy on handling customer complaints. Further to
the explanations, a handbook of the company policy was given to the new member of staff for reference
whenever they need to. Samples of customer complains register, complaint acknowledgement letter and
complain outcome letters were all presented to the new staff member and explanation on how to
handle them provided.
The response of searching for an English classes trainer was received with gladness and the process of
searching for one is ongoing.
Yours sincerely,
(Name)
Assessment Task 1 Checklist

Student’s name: Mohammed Hasibur Rahman Anik
Completed
successfully?
Comments (Required)
Yes No
Did the student:
Clearly explain the roles and

responsibilities of the customer service
officer to ensure that their own role, and
those of others, is understood?
Clearly explain company complaints policy

and procedure to ensure that the correct
procedure is followed?
Complete the meeting in the required

timeframe?
During the meeting, 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
Demonstrate culturally appropriate

communication skills as researched by the
student and document in the email?
Reflect on feedback provided and identify

suitable actions?
Task outcome:  Satisfactory  Not satisfactory
Assessor signature:
Assessor name:
Assessment Task 2: Customer service training project

Task summary
This assessment task requires you, in the role of Team Leader, to identify opportunities for your
team of customer service staff to improve their customer service skills by identifying suitable
professional development.
Required
• Access to textbooks and other learning materials
• Computer with Microsoft Office and internet access
• Training Options Report Template
Timing
Your assessor will advise you of the due date of these submissions.
Submit
• Email recommending a training option, with Training Options 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.
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 that you have been
dealt with unfairly or have other appropriate grounds for an appeal.

1. Write a Training Options Report.
Use the internet to find three different formal training options for customer
service training.
One should be provided by an external provider at the company’s premises, one

should be a short course that a new member of staff could take and the third should
be a formal qualification.
Provide a brief outline of the training and the name of the company offering the
training, as well as the costs and time commitment.
Use the Training Options Report Template below to guide your work.
Training Options Report

External provider at the company’s premises; the company will outsource an external trainer to
conduct a SEMINAR to the new staff.
Short course: A class-like based training will be provided to the new staff through undertaking a
three-month course about customer relations.
Formal qualification: The new staff should have gone through a four-course degree in customer
relations.
2. 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 summaries the contents of the attachment and seek their
feedback.
The email text should include your recommended training option according to the
budget and time constraints given.
The training that you identify must be completed in the next three months, and a
budget of $700 per team member is available
Attach your Training Options Report to the email.

Subject: Training Details.
Attachments: Training Options Report.
I hereby write to you to express my joy on a planned training session. This session will be of great
importance to the company as it aims at introducing the new staff to the ways of the company about the
best customer practices.
The training is purposed to take a period of three months and the budget available for every trainer is $
700.
I have different training options the company can choose from. This include; seminar, workshops and a
class-based training. However given the constraints of time and budget, I would rather choose the class
based training which will be within the available budget yet providing the trainers with detailed
information.
You are hereby invited to give your suggestions on the same.
Attached, find the training options report for further understanding.
Yours sincerely,
(Name)

Student’s name:
Completed Comments (If resubmission

successfully? required))
Did the student: Yes No
Identify suitable training options for the

team to participate in to improve customer
service skills?
Recommend most suitable training option

for the team to participate in to improve
customer service skills, based on time and
budget constraints?
Write the email in clear and simple English

to ensure understanding?
Assessor signature:
Assessor name:
Assessment Task 3: Workplace problem project

Task summary
You are required to identify potential solutions for a case study scenario.
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 these submissions.
Submit
• Email with Case Study Responses 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.
you 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 that you have been
dealt with unfairly or have other appropriate grounds for an appeal.

Complete the following activities:
Carefully read the following scenario
The new customer service officer has now been with IPSO Appliances for
three months.
She confides with you (a fellow customer service officer) that she is feeling stressed
and hasn’t been sleeping well because she doesn’t feel that she has had enough
training to do her job and sometimes when customers call with issues, she is just not
sure how to respond. Use the Case study Responses Template below to guide your
work.
1. Briefly explain why the issue identified in the scenario is an issue that needs to be
resolved.
The issue identified requires actually very fast response. This is because, it an issue touching on
service delivery. The customer service officer does not know how to respond to customers. This
may lead to customers opting to seek for services from other companies because their issues are
not handled properly in the company.
2. In around a paragraph, describe what good stress is and what bad stress is.
A good stress, also referred to eustress may be defined as the stress placed on our hormones
and bodies due to excitement. A good stress also may cause pulse to quicken. Causes of
good stress may be passing an exam or an interview, or attending a first date. On the other
hand, bad stress, also known as chronic stress occurs when we face repeated stressors that
take a heavy toll on us and may be said to be inescapable. Bad stress may eventually cause
depression. Causes of bad stress may be pressure from work or financial down time.
3. Who should the stressed customer service officer speak to?
First I am glad that the stressed customer confined in me. This may be because I am the first
person they met and interacted for the longest time now. I would however refer them to the
customer service team leader or the operations manager if the team leader is not available.
4. In around a paragraph, describe what the stressed customer service could ask for in
terms of changes that would address their situation.
The stressed customer service officer could possibility request for a further period of training.
They could as well seek to be assisted in dealing with a customer whose issues are proving
difficult in handling.
5. Who, outside the organisation, could the stressed customer service officer ask to assist
them with this issue should the staff member not be satisfied with their employer’s
response?
The stressed customer service officer could as well seek for assistance from a psychologist on
how to deal with the issue at hand.
6. Describe at least five steps that the new customer service officer could take to assist in
dealing with workplace stress.
1. Tracking Stressors. This can be done by keeping a weekly journal on the stressors which
happen in every week. It will help in tracking the stressors which occur repetitively and so
find a way to manage them.
2. Developing health response. This are personal responses developed from within. This
may include; taking a step to believe that you can and being always positive about
yourself.
3. Establish Boundaries. This means taking each activity at a time. This will help in
concentrating in a single activity till the end and hence avoid workloads.
4. Take time to recharge. When one is stressed, even thinking straight becomes an issue. It
is therefore advisable for one to take time and let the body recharge some new energy to
handle the next issue.
5. Learn how to relax. Taking time to relax is also very important as a relaxed mind takes
time to think across different solutions.
6. Talk to a supervisor. This is a person who has dealt with several cases concerning the
same and may therefore give a suggestion on the way a past case was resolved and
therefore help out a stressed person.
7. Seek for support. Seeking support especially from experts would help. Experts in this case
would mean a psychologist may be.
Case Study Responses Template
1. Briefly explain why the issue identified in the scenario is an issue that needs to be
resolved.
The issue identified requires actually very fast response. This is because, it an issue touching on
service delivery. The customer service officer does not know how to respond to customers. This
may lead to customers opting to seek for services from other companies because their issues are
not handled properly in the company.
2. In around a paragraph, describe what good stress is and what bad stress is.
A good stress, also referred to eustress may be defined as the stress placed on our hormones and
bodies due to excitement. A good stress also may cause pulse to quicken. Causes of good stress
may be passing an exam or an interview, or attending a first date. On the other hand, bad stress,
also known as chronic stress occurs when we face repeated stressors that take a heavy toll on us
and may be said to be inescapable. Bad stress may eventually cause depression. Causes of bad
stress may be pressure from work or financial down time
3. Who should the stressed customer service officer speak to?
First I am glad that the stressed customer confined in me. This may be because I am the first
person they met and interacted for the longest time now. I would however refer them to the
customer service team leader or the operations manager if the team leader is not available
4. In around a paragraph, describe what the stressed customer service could ask for in
terms of changes that would address their situation.
The stressed customer service officer could possibility request for a further period of training.
They could as well seek to be assisted in dealing with a customer whose issues are proving
difficult in handling
5. Who, outside the organization, could the stressed customer service officer ask to assist
them with this issue should the staff member not be satisfied with their employer’s
response? The stressed customer service officer could as well seek for assistance
from a psychologist on how to deal with the issue at hand
6. Describe at least five steps that the new customer service officer could take to assist in
dealing with workplace stress.
1. Tracking Stressors. This can be done by keeping a weekly journal on the stressors
which happen in every week. It will help in tracking the stressors which occur
repetitively and so find a way to manage them.
2. Developing health response. This are personal responses developed from within.
This may include; taking a step to believe that you can and being always positive
about yourself.
3. Establish Boundaries. This means taking each activity at a time. This will help in
concentrating in a single activity till the end and hence avoid workloads.
4. Take time to recharge. When one is stressed, even thinking straight becomes an
issue. It is therefore advisable for one to take time and let the body recharge some
new energy to handle the next issue.
5. Learn how to relax. Taking time to relax is also very important as a relaxed mind
takes time to think across different solutions.
6. Talk to a supervisor. This is a person who has dealt with several cases concerning
the same and may therefore give a suggestion on the way a past case was
resolved and therefore help out a stressed person.
7. Seek for support. Seeking support especially from experts would help. Experts in
this case would mean a psychologist may be.
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 Case Study Responses to the email.

Subject: Case Study.
Attachments: Case Study Responses
This is to write to you to express the distress of one of our own, which is our new customer service
officer who is strained citing that the period given for training was not enough. I have however told her
to seek further assistance from the team leader or the operations manager.
Some of the responses provided include to whom she should approach when in distress. I also outlined
the different steps she should undertake to overcome the work-based stress.
The attachment in this email provides details of the responses given in the case study. You can go through
them to see their appropriateness.
Yours sincerely,
(Name)

Student’s name: Mohammed Hasibur Rahman ANik
Completed Comments (If resubmission

successfully? required)
Did the student: Yes No
Identify and discuss the workplace issue?
Identify solutions to workplace issue

including whom to report it to?
Assessor signature:
Assessor name:
Date:
APPENDIX
IPSO Appliances Position

Description
Customer Service Officer
Role summary
The Customer Service officer is a first point of contact for IPSO Appliances.
The primary role of a Customer Service Officer within the team is to respond to a variety of
customer enquiries and requests.
These may include enquires about:

• Types of products available
• Product prices
• Trouble shooting
• Warranty
• Trouble shooting requests
Responsibilities
A customer service officer is responsible for the following duties:
• Responding to a range of enquires including:
o Types of products available
o Product
prices o
Store
Locations
o Trouble shooting
o Warranty
• Recording all enquiries and auctioning enquiries as required

• Promoting IPSO appliances products
• Updating customer’s personal details

• Referring customers to appropriate technical support if required.
• Responding to complaints in accordance with company policy
Reporting
A Customer service officer must always perform their duties in line with the organization’s policy
and procedures, service standards and code of practice. They should operate within their level of
authority and responsibilities. Where a customer service officer recognizes that, or is unsure about
whether, the task falls in their scope of authority, they should immediately consult their Team
Leader. If the Team Leader is not available, customer service officers should report to the
Operations Manager.
IPSO Appliances
Complaint Handling Policy and Procedures
Policy purpose
We value complaints as they assist us to improve our products, services and customer service.
This policy has been designed to assist both customers and staff.
PSO Appliances is committed to consistent, fair and confidential complaint handling and to
resolving complaints as quickly as possible.
We aim to make it easy for people to make a complaint if they are dissatisfied and we will treat all
customers making a complaint equally.
Our complaint handling policy and procedure is included on our web site.
Definition of a complaint
Complaints are defined as any expression of dissatisfaction or grievance made to staff by a
customer or member of the public in relation to our business.
Recording complaints
All complaints made, verbal or written, will be recorded in our complaints form at the time the
complaint is made, or as soon as possible afterwards. The complaint will be recorded by the staff
member who took the details.
Alternatively, customers can download our form from our web site and complete it themselves.
When taking a complaint, staff will record the name and contact details of the customer, as well as
full details of the complaint including the date.
Details of all communication with the customer and any actions to resolve the complaint will be
recorded in the same place.
Customers’ personal details or details of their complaint will not be divulged to third parties unless
we have their written consent.
All complaints will also be entered into the company’s complaint register which will be reviewed at
quarterly management meetings to discuss continuous improvement and preventative measures.
All complaints will be actioned by the Customer Service/Administration Officer or, in complex
matters, referred to the Managing Director.
Informing customers of progress

We strive to resolve all complaints within 10 business days of receipt. Written complaints will be
acknowledged within 2 business days and a timeframe provided for the resolution of the complaint.
Customers will be given an indication of the timeframe at the time they make their complaint.
Customers will be informed of the progress of their complaint regularly, especially if there are any
delays or changes to what has been agreed.
A standard letter will be provided advising of the outcome of the complaint and providing timelines
for action.
Customers will be informed of any changes to our products or services as a result of their
complaint.
Where appropriate, customers who have had a complaint resolved will be contacted at a later date
to see if they are happy with how their complaint was handled.
Responding to complaints
All people making a complaint will be treated with courtesy.
Customers will be given a timeframe, a contact person and details of our complaint handling
process. Where possible, the staff member taking the complaint details will be the contact person.
Escalation of complaints
If a complaint cannot be resolved by the usual complaint process, it should be referred to a
Managing Director and the customer will be informed and given an amended timeframe for
resolution.
If we cannot resolve the complaint to the customer’s satisfaction, we will inform them about where
they can take further action i.e. Consumer Affairs Victoria. We will provide contact details.
IPSO Appliances
Complaints Register
Date Complainant Person Description of Cause Resolution Comments Systemic

name responsible complaint improvement required
IPSO Appliances Complaint Acknowledgement Letter
Customer name:
Customer address:
Receipt of complaint
Date of complaint:
Dear <customer name>
I am writing to advise of the receipt of your complaint about <insert brief description>.
We are currently auctioning your complaint and will advise you of the outcome in writing within 10
days of the date of this letter.
Yours sincerely
<Name>
IPSO Appliances
Complaint Outcome Letter
Customer name:
Customer address:
Outcome of complaint
Dear <customer name>
I am writing to advise of the outcome of your complaint about <brief description of complaint>.
At IPSO Appliances we value all of customers and strive to resolve all customer complaints to the
satisfaction of our customers.
I am writing to advise you that <brief description of outcome and timelines>.
Please contact us to <brief description of arrangements e.g. if products need to be picked up for
repair or replacement, customers should be advised that they should contact the store to advise of
a suitable time or where the outcome is in our favour to say that they may call to discuss the matter
further>.
Yours sincerely
<Name>
ASSESSMENT SUMMARY SHEET
After the assessment, the Assessment Summary Sheet should be signed the Assessor,
Student and the Academic Manager. If a Not Competent, has been achieved then strategies to
address the gaps in the performance should be have been identified and a time for
reassessment organised on the attached resubmission / feedback sheet.
Code Title
Mohammed Hasibur
Student Name Rahman Anik
GMS1034
Student ID
Commencement Date 05-11-20 Completion Date 15-11-20
Student Declaration I declare that:

The Trainer/assessor advised me of the date and time of the assessment
The Trainer /assessor explained appropriate evidence required to complete assessment
The Trainer/assessor explained the purpose and the consequence of assessment
I was provided with any special needs required relating to the assessment process
The Trainer/assessor explained my rights regarding the appeals process
This assignment is my own work and that I have correctly acknowledged the work of others
This assignment is in accordance with Gamma Education & Training guidance on good academic conduct
(and how to avoid plagiarism and other assessment irregularities)
Student Name Student Signature Date
Assessment: Assessment Type: S/NS
Overall Result C – Competent N/C - Not Competent

Authentic Valid Reliable Current Sufficient
Marking Guide - The principles of assessment of fairness, flexibility, validity and reliability have been met and the
learner has been assessed as competent in the elements for this unit. S – Satisfactory NS – Not Satisfactory
Assessor Name Assessor Signature Date
1
Gamma Education & Training Pty Ltd |RTO Code: 41477|CRICOS PROVIDER CODE: 03580F
Address: Level 2, 266 Brunswick Street, Fortitude Valley, QLD 4006 Phone: 07 30757099
Website: www.gammaeducationtraining.edu.au
VERSION 2.0
ASSESSMENT FEEDBACK SHEET / RESUBMISSION

Comments: Trainers feedback and notes on the assessment of the unit.
Assessments have been discussed with the student and unsatisfactory elements addressed
Overall Result
Competent Not Competent
(After Resubmissions )
If a Not Competent, has been achieved then strategies to address the gaps in the performance should
be identified and a time for reassessment or other assistance organised.
What arrangement have been made:
Special Class Date:
One on One session Date:
Re-sit Date:
I have received feedback and been informed of the assessment result and the reason for the decision
I agree with the assessment result and any resulting actions
Student Name Student Signature Date
Entered VETtrak Yes Date: By:

Academic Manager Name Academic Manager Signature Date
2
Gamma Education & Training Pty Ltd |RTO Code: 41477 |CRICOS PROVIDER CODE: 03580F Address: Level 2, 266
Brunswick Street, Fortitude Valley, QLD 4006 Phone: 07 30757099
Website: www.gammaeducationtraining.edu.au
VERSION 2.0

Work Effectivity With Others GMS1034

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Work Effectivity With Others GMS1034

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Student Assessment Tasks

BSBWOR203 Work effectively with others

STUDENT NAME: Mohammed Hasibur Rahman Anik

STUDENT ID: GMS1034

3. Workplace problem project You are required to review case study

Assessment Task Cover Sheet

Assessment task information

• a summary of the assessment task

• information on the resources to be used

• resubmission opportunities if required.

Assessment task instructions

Naming electronic documents

• Course identification code

• Assessment Task number

• Document title (if appropriate)

For example, BSBWHS204 AT3 Training Recommendations Joan Smith 20/10/19.

• Customer Complaints Policy and Procedure

• Complaint Acknowledgement Letter

• Complaint Outcome Letter

• Position Description Assessment Task 2:

• Training Options Report Template Assessment Task 3:

• Case Study Response Template

Student assessment agreement

Do you understand your rights to reassessment?   

Student ID number GMS1034

Start date 25-11-20

Assessment Task 1 Cover Sheet

Student name Mohammed Hasibur Rahman Anik

Student ID number GMS1034

Assessment Task 1: Workplace relationships and

• Computer with Microsoft Office and internet access

• Role play participant (your assessor)

• Customer Complaints Policy and Procedures

• Complaint Acknowledgement Letter

• Complaint Outcome Letter

• Email reflecting on the feedback given following the meeting

Written answer question guidance

Assessment Task 1 Instructions for students

Carefully read the following scenario

Review the documents provided to you in the Appendix

• Responding to customer enquiries.

• The purpose of the given policy.

2. Send an email to your assessor.

The text of the email should be in grammatically correct English, written in

From: Customer Service Officer ( Name)

I humbly request for your response,

3. Meet with the new staff member.

During the meeting you will be expected to:

o Purpose of the policy

o Forms to be used for complaints (show the

forms to the staff member)

 Keeping customers informed

 o When complaints should be

1. Responding to customer enquiries.

Me: you can now ask any question as I am through.

11. Send an email to your assessor.

The text of the email should be in grammatically correct English, written in

From: Customer Service Officer ( Name)

Assessment Task 1 Checklist

Clearly explain the roles and

Clearly explain company complaints policy

Complete the meeting in the required

During the meeting, demonstrate effective